Complaints

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

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Burlington has 336 locations, listed below.

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• 

  Burlington

  1830 N Route 130 Burlington, NJ 08016-3017

• 

  Burlington

  1340 Long Pond Rd Rochester, NY 14626

• 

  Burlington Coat Factory

  601 Harry L Dr Johnson City, NY 13790

• 

  Burlington Coat Factory

  3333 W Henrietta Rd Rochester, NY 14623-3543

• 

  Burlington Coat Factory

  339 6th Ave Pittsburgh, PA 15222-2517

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.

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 opened a new Burlington Credit card as per the In-store promotions which I saw in their store in grapevine, which clearly said 10% discount on first purchase when approved. I got approved and didn't see the first purchase 10% discount getting applied anywhere on the account or receiving any email with first purchase discount for the amount of goods I bought. I just need a clarification on why it was not applied and why the store mis guides customers with such promo's. Happy to get a proper explanation. Also their customer service agent is so automated and its very difficult to speak to a live agent who can actually guide to proper process. I had email them within first week of purchase with explanation and somehow never got proper explanation. Somehow they guide to a live agent via secure message in app which somehow never happens easily. When I try to call the numbers they provided it only guides to some pre formatted text summary and not actually guiding to the problem customer has.
  
  Im only coming here because the live agent to whom I spoke or the credit company or burlington store agent doesn't have proper knowledge of applying the first purchase discounts is my understanding. Why trouble customers with unnecessary issues when they cant properly implement such promo's. Also the recent agent when I spoke didnt give me any proper complaint number and said I will get a courier mail(physical) which I dont know when I might get. So the process looked complicated to me so reaching proper help or guidance via online.

• Initial Complaint

  Date:02/11/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On the evening of February 10, 2024, around 9:59 P.M., I reached out to the Burlington ******** establishment, a routine I follow occasionally, seeking confirmation on their closing time, particularly when the doors shut, given the store operates on flexible hours. During the call, an employee informed me that the store closes at midnight, with the front doors closing at 11:30 P.M.Subsequently, I drove across town, deviating from my usual route, arriving at the store by 10:58 P.M. I parked in the first space near the entrance. To my surprise, as I exited my vehicle, the security guard approached the door and promptly locked it while I was approaching. Initially thinking it was a jest, considering my frequent visits (4-5 times a week), I laughed. However, despite informing the guard that I was assured the doors would close at 11:30 P.M. and that I was just steps away when he locked them, he refused entry and closed the door.In the midst of this, the manager passed by, dismissing the security guard's actions and leaving me outdoors in the cold. This incident, marked by a lack of customer service and professionalism, surpasses any negative experiences I've encountered in other stores. I felt singled out and disrespected by the security guard, whose conduct I find unworthy of securing Burlington. Notably, during previous visits, I've observed him uncomfortably shadowing me, despite being a frequent and high-spending customer at ********************************, I am compelled to sever my ties as a Burlington Loyalty customer and cease shopping at ******************** until appropriate action is taken against the security guard. Although I didn't obtain his name, I can describe him as approximately 6'0" to 6'2", medium-built, with ********************* skin, and bald. He is relatively new to this location, having been there for no more than 4-6 months.I hope this communication sheds light on the incident at the ******** location and prompts measures to restore the store's positive image.

• Initial Complaint

  Date:02/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 returned a coat to Burlington Coat Factory, store #*****, on 12/14/23 ($34.99). The cashier made a mistake that I didn't realize until I kept noticing that I wasn't getting a refund back to my credit card. The return receipt says "Suspended Transaction". I've been calling the customer service line almost every week since 12/29/23, and nothing is happening. My ticket # is ******. I don't know why in the world this is taking so long. It's a simple refund. I've been told a couple of times that it's been "escalated" and that it just takes time. But it's been 6 weeks already!

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  DATE OF TRANSACTION 4/21/23
  AMOUNT PAID $107
  ISSUE: SEEKING A RECEIPT FOR THE ITEM I PURCHASED LAST YEAR AT THIS EXACT DATE. I HAVE THE TAG, MY CREDIT CARD AND A PHOTO OF THE ITEM WITH MY PERSONAL STATEMENT. THIS COMPANY IS REFUSING TO FURNISH A COPY OF MY RECEIPT EVEN THOUGH IT IS IN THEIR SYSTEM. I MAILED MY CREDIT CARD JUST SHOW IT COULD BE SWIPPED. I REQUIRE A COPY OF MY RECEIPT BECAUSE SOMEONE STOLE MY BAG AND THE AUTHORITIES ARE REQUIRING I FURNISH A COPY OF THIS PURCHASED ITEM: A 79.99 DOLLAR COOLER FOR WHICH I HAVE PROVIDED ALL EVIDENCE AND ALL DATES TO THE EXACT TIME FOR WHICH I PURCHASED IT AND ITS STILL BEING REFUSED TO BE FURNISHED TO ME. THIS HALTS A CRIMINAL CASE IM TRYING TO BRING ABOUT OF THE OFFENDEDER WHO STOLE AND DAMAGED MY PROPERTY AND BURLINGTON REFUSES TO HELP IN MY MANNER, EVEN THOUGH I HAVE SPENT THOUSANDS WITH THE COMPANY. NO ONE IN IS WILLING TO HELP. THIS IS HOW THEY TREAT NOT ONLY THEIR CUSTOMERS, BUT A DISABLED MILITARY VETERAN, WHO HAS BEEN A LOYAL CUSTOMER FOR YEARS.

• Initial Complaint

  Date:01/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The issue occurred 1/26/24 at 5:52 pm, I arrived for my shift at Burlington in ************ ** , **********************************************************************. My shift was 3:00pm-7:00pm and I arrived at work at 2;45 and put my bag in my locker and when I returned during my break someone stole $120 from my wallet in my purse in my locker and when I told my manager he denied to help me further saying it was too time consuming, when I further asked him to call the police he said their was no point in calling, and how because there where 15 other employees working it would be too time consuming to question all of them, so I informed the manager I will no longer be working there because I dont feel safe working in a store where a fellow employees would steal from me and how the managers wouldnt do anything and denied to try and look at video footage or call the police. So I called the police myself and informed them on what occurred and got documentation on the incident.

• Initial Complaint

  Date:01/27/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 applied to burlington in December 2022 for a part time job as a cashier. I went in for orientation. They needed cashiers because it was christmas. My manager was an old white lady who smelled really strong like cigarettes. It hurt my nose. I finished the orientation. They didnt call me back. i waited and didnt get a call from burlington. I needed a job. i had to pay lots of bills and rent. I didnt have money for phone bills, shoes, food, water, and my car. I would've worked if they told me but they never did. When i did call them the within the next three weeks they ignored me and didnt care. i had lost the pay card.

• Initial Complaint

  Date:12/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Date: 12/3/23 Time: 6:14PM Location: ****************************************************** I came into the store to shop for a coat. One of the workers would not provide me the cost of the coat, stating that it was not ready to sell. This made no sense to me, since it was on the *************** then approached me to let me know that they wanted me to leave. I then took my mask off, and asked why. Security stated that they were told by the workers that I was previously in the store caught stealing. I was very upset by this accusation since Id never in my life been to this store before.The manager, who at first refused to give his name, then said his name is *****, looked at security who also told him that hed seen me before. They then called the police as I pleaded my case, and had me escorted out of the store. This is extremely upsetting to me that not only are they completely wrong about these accusations, they didnt care at all that I am completely innocent. We all do not look alike! I am not and have never been a thief, and the fact that theyre able to accuse anyone of stealing without a single shred of proof is disgusting. I want this investigated, and will escalate this complaint further. ******* and *****: Managers

• Initial Complaint

  Date:12/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Supervisors were very unprofessional, and it is unacceptable the treatment I endured as a customer. ****** **** ******* "MO" ***** and last supervisor ******** ****** seemed to be very condescending about the issue. I have a late fee assessed to my account because representative stated any credits would go towards your monthly fee. Late fee of ***** was refused to waive and say to waive 18 months and honesty I dont think I want this service too much longer. Hopefully you will get better representation cause the **** HEART is not what the company stands for.

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 burlington on ****** in ***** ** and the cashier did not ask for my number. So I asked him does this still go on my account he said yea he can do it afterwards. Then he proceeded with the transaction. Afterwards he asked for my phone number and pressed a button. I asked about my email. He said it could take a min or two to receive it. So I waited there..never received the email. At this time I'm mad because he lied to me right in my face and thought I was dumb enough to believe him..I asked for a supervisor she comes and I explain it and she says to me it could take 2 to 3 days before I receive the email. I know she is lying..so I tell her to prove to me that the transaction is under my account. She gonna scan the item ask for my number it did not show anything. Then she gonna rescan the item. And said here I it is. I told her at that point that she is lying. I asked her for her name and the cashier name..she said ******* and ****.. I called the **** number but they were closed so i called today and was told the transaction was not under my number and I did not get the rewards point. However she will add it to the ticket..I called the store and spoke to **** that said she was a supervisor. I explained what happened and she said it's nothing she can do. I am mad as h*** that your employees would lie to my face. And it's nothing you can do about it. If this is the type of employees you have. I am just one customer but maybe I shouldn't be a customer. This is not customer service..

• Initial Complaint

  Date:11/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  In July 2023, I went to return items I had purchased from Burlington (Center City *****). I'd bought 5 clothing items. Because Burlington shut down the fitting rooms I couldn't try them in store. None of them fit or suited me, so I left the items in a bag with their tags attached. When I went back to return my items, the line was very long. That's relevant because the cashier may have not been paying sufficient attention when scanning my items. I realized that the return amount was $10 short only when she finished and I asked her why, and she said something about it being because of it being put back on a gift card (which I didn't ask for or want)....Didn't make any sense. She had already thrown my returned clothes onto a big pile behind her where I couldn't see them anymore. Because the line was long, I didn't press the issue but stepped away. It was only when I stopped to check the old and new receipts that I finally noticed that the $10 discrepancy was because one of the items hadn't been scanned. Why hadn't the cashier told me that? I went back to her briefly, as another customer was there, and asked the cashier if she had scanned all my items for return. She didn't really check, but said yeah. There was also other clothes strewn across her station that I could only partially see. I didn't know what to do then except leave and contact the store after. The issue isn't in just the amount of money that Burlington took from me; they've been terrible in addressing what happened. It's been 4 months, and calls and e-mails have been dismissive --"we're looking into it," with no follow-up. Burlington needs to be held accountable for this. If a customer walked out with a $10 item without paying for it, they'd be a thief subject to some punishment. Why does Burlington get to get away with it then?? Burlington had been declining in quality in all dimensions for years now, but this is a new low. (Note: I've provided Burlington all proof by e-mail already.)