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Business Profile

Outlet Stores

Burlington

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Burlington's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 171 total complaints in the last 3 years.
    • 68 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom it may concern Burlington is denying access to restrooms to their customers. I shop at Burlington frequently. and Everytime I come in they have have the bathrooms locked. When I ask an employee for the code to the restroom they say it is out of order. Now once or twice I would understand but to always say that they are not working just isn't believable. The bathroom has been out of order for 6 months now and it is obvious that they are denying paying customers access to use the bathroom and it's not right. So they need to either Fix their "broken bathroom" already or give the customer the code to the Bathroom. In California it is Law that a establishment provide bathrooms for its customers and in the past 6 months they have not been doing so.

    • Initial Complaint

      Date:10/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I stepped in a security nail tag and it peirced through my flipflop into my heel causing it to bleed. I went to the front desk where I asked for a first aid kit and an incident report but was told that the store did not have such a thing and to file a complaint online.

    • Initial Complaint

      Date:10/08/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I processed a layaway from store 00352 Burlington. At **** SA ******** dr San Antonio, Tx phone number ###-###-#### on 7/20/2024 I put down a deposit of 150.00 I went back on August to complete the transaction for layaway #******************4 I paid the full balance owed at that time it consisted of 2 bag 1316 and 1319 bag 1319 had another customers merchandise so the reversed my payout and gave me the money I paid the manager Eva took my payout receipt back leaving my 150 deposit still not refunded when she went back into cancel the layaway nothing was in the system I have been in contacted with the 855 customer service number and also the store directly they were able to put the layaway back into the system but still can not process a refunded for the 150.00 I have contact Burlington customer service number and via email and have yet to receive a call back from a supervisor that has been requested multiple times 2 months have passed and still no resolution of my refund the store has copied my receipts taking information from my bank confirming transaction and Burlington has yet to refund me my deposit of the layaway they misplaced I have the receipts still and emails and still no resolution

    • Initial Complaint

      Date:08/29/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Aug 26, I purchased shampoo and conditioner Aug 28 I decided I didn't want it too expensive so I waited in line only to be told that I couldn't not return it cashier at Hemet Ca, Burlington said that her screen says item not found ...she only scanned it one time meanwhile I'm asking her to not send it back my card I don't want to wait the extra 3 days .well 3 days that's extra too me .so then she says i can onky do what the screen / computer tells me to dp i guess there's options i didn't know i thought I have my receipt and item there shouldn't be aby problems so the conclusion is you can't return unopened shampoo news too me

    • Initial Complaint

      Date:08/29/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchase a gift card from Burlington for my Grandson back to school cloth. When he got to the store the card didn't work he call me crying. I called the customer service number to see what was the problem. My tracking # is *******). I emailed the receipt of purchase from July and the front and back of the gift card. They researched the issue and said the card I emailed was used in June. I started thinking. I also sent him a card in May. Then realize that my Grandson mistakenly through away the new gift card ending with **** purchase in July. I have been going back and forth with Burlington trying cancel the new gift card and to reissue another gift card. Now Burlington supposedly can't locate without the card, Malarkey! The receipt has everything they need. They can also research with the credit card company. They know that card has not been used. How can a big business want to put undue stress on a loyal Customer. That's not good business. I used my Burlington Credit card they know that gift card has not been used. To take from a child is inexcusable. This 2024 everything is computerize and detail information is documented. I can't believe that Burlington will keep my Grandson school cloth money and for what gain would it be for them. I am a loyal Customer. I promote their business. Now after all these years of telling people about Burlington I have another story "Beware". Not good business. Something so simple became so ugly. I am very disappointment. What company does that to a loyal Customer. My record stands. Burlington can pull every purchase I have ever made and my A 1 credit rating. I thank you in advance for you time and consideration in the urgent matter. School has started. I started early and look at what happen. Mistakes happen especially with kids.

    • Initial Complaint

      Date:08/28/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a snack containing peanut in Burlington on 26 Aug, I found it was already oily and smelling was not fresh at all when I opened it. So I went to the shop today, and told them the situation, I spoke to the casher and her supervisor, but all of them said that I opened it and I couldn’t get the refund. I explained that I would not know the snack was not fresh and could not eat if it was not opened. I asked them to smell and try. However they refuse to smell and try, and disagree to refund for me.
      I think they have the responsibility to control the quality of food, but they don’t. Also the attitude was very bad.

    • Initial Complaint

      Date:08/27/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was thrown out of the store by the supervisor and security for asking for my $20 bill back for a refund. I was told they were calling the police and Ai need to go to another store. Not only was I not rude I Mohave a car. She ruled the return and instead called the police. I am currently waiting for the police.

    • Initial Complaint

      Date:08/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to the Burlington Store in Feasterville, PA on 8/17/24. Attached are a copy of an email receipt as well as a store receipt where I was charged twice for the same item.The item is a 4ft Rhinestone Type C Pink USB cord.I purchased ONE.As you can see by the attached,I was charged two times for ONE item.The item was on clearance for 50% off of $2.89-ringing up at the higher half of $1.45.Second time it was rung up,it was rung up for the lower half of $1.44.Store video will document that I was doubly charged for one item.The video of the transaction will document this.
      I emailed Burlington about this on 8 17 24 I never received a response.I called on 8 19 24 & spoke to Tai.She requested a copy of the receipt which I sent via email.I called back yesterday to check the status &was told by a female(CALL RECORDED)that Tai was still processing this.I advised the female yesterday that MY MONEY WAS TAKEN/I was charged for something I DID NOT BUY.Yes, it possibly was an error by the cashier.But regardless,MY MONEY WAS STOLEN.If I mistakenly walked out with an item,regardless of price-I WOULD BE IMMEDIATELY APPREHENDED.I advised the female yesterday that MY TERMS AND CONDITIONS for this issue is a $5.00 a day penalty to be paid to me.Per the phone call,these terms were agreed to.I WILL PURSUE THEM at this point as Burlington has kept my money.I had to contact them several times.I understand they are busy. So am I.I can't walk into the store and walk out without paying for items because the line is too long.At this point,I am owed the price of the item (plus Tax) and $10.00 so far for delaying the return of my stolen funds. I initially would have accepted a gift card as I paid cash.But now, they do not have any option but to send me a check.

      I live approx. 45 minutes away; gas and toll would be approx. $10.00 plus time to go back to the store.Since this was not my error, I trust Burlington will fix this at their expense, at no further time, expense or effort of mine.

    • Initial Complaint

      Date:08/14/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello Burlington,

      I am writing to formally express my dissatisfaction with the customer service I received at your Burlington store located at **** ********* **** ****** ***** **, on August 5, 2024, at 1:05 PM EST.

      During this visit, I returned two items purchased on August 2, 2024. Despite providing my receipt, I was informed by the cashier that my items were not within the 30-day return window and that I could not receive a refund to my original form of payment. The cashier's handling of this situation was unprofessional and dismissive.

      Furthermore, this is not the first instance of encountering poor service from this cashier, who appeared to be the manager or assistant manager. Their behavior has consistently been rude and unhelpful, creating a negative shopping experience.

      I am seeking a resolution to this issue, including an acknowledgment of this poor customer service and appropriate compensation for the lack of professionalism demonstrated. I trust that Burlington values its customers and will take the necessary steps to address this matter.

    • Initial Complaint

      Date:08/08/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of shoes 5/4/2024 size 8 for ***** plus tax. I attempted to return them without the receipt, but the ************** could not locate the receipt to issue the refund. So, I decided to return home to find the receipt which I have located the receipt but because it's after 60 days I was offered $1.67 totally unacceptable. I read the return policy that says returns after 60 days (WITHOUT) a receipt will be given a store credit for the lowest selling price, and I questioned this in the store. I have a receipt for the price I paid so why can't I get a store credit for the price I paid? The manager didn't have an answer, he simply replied "Thats the policy"

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