Business Profile

Fashion Designers

Burberry LTD.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

50 total complaints in the last 3 years.
15 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.

Initial Complaint
Date:06/02/2025
Type:Delivery Issues
Status:
AnsweredMore 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 recently placed an order with Burberry for a nearly $800 pair of shoes, paying extra for next-day shipping with the expectation of premium service that matches the brands luxury image.Unfortunately, the entire experience was incredibly disappointing. The item was not delivered on time, and I was left repeatedly contacting customer service over several days. I reached out to multiple representatives, all of whom offered vague responses and no actionable solutions. Despite my efforts to resolve the issue, including offering to pick up the item or reroute it, I was ultimately told that the item was being returned to sender.Burberrys customer service made no real attempt to remedy the situationno replacement was offered, no compensation or goodwill gesture, and no accountability taken for the failure in service. I was simply told a refund would be processed once the item arrived back at their facility.For a brand that positions itself as high-end, this level of service was unacceptable. I didnt just lose time and effortI lost faith in a company that seems more interested in protecting process than in keeping customers satisfied.I expected more from **********************. This experience did not reflect the values of a luxury brand, and Im sharing it here so others can make informed decisions before trusting them with a purchase.
Business Response
Date: 06/02/2025
Thank you for contactingBBB. I am happy to assist you with your delivery.

I can confim we still have a active case ******** for the cleint.

I can confirm that all Burberry shipments require a signature before they can be released. I apologize, but we do not have the option to waive this requirement for security reasons. Not being home during the initial delivery attempt will delay this process.

Please do not hesitate to contact us should you require any further help or information. We are available 24 hours a day, 7 days a week.

Sincerely,

*******
******** **************** *******
Initial Complaint
Date:04/01/2025
Type:Delivery Issues
Status:
ResolvedMore 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 placed an order of a wallet with personalized monogram at 9:12 pm on March 25. I did not realize the monogram can be done in uppercase until the moment I checked the details of the order so I just sent out an email requesting to change it to uppercase or cancel the order so that I can reorder it. This email was sent out literally 10 mins after the order is placed.I got a very ambiguous email from client service at 10:53 pm and thought he has changed it for me. The very next day, March 26, I got an email stating it is too late to change it.I personally is fine with lowercase, but the way the business handles this is really inappropriate! I dont believe it has reached to point where no change can be made. It takes 4 days for the item to arrive and I cannot even change it cancel it in the within the first 10 mins I placed it?
Business Response
Date: 04/01/2025
Hello All,
We have an active case with the client ******** - Monogram misspelled.
We wil be happy to respond and sold this issue for the cleint.
Thank you
*******
Customer Service

Customer Answer
Date: 04/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
A refund has been initiated. I am satisfactory with the solution.

Sincerely,

***** ***
Initial Complaint
Date:02/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 sent your company two emails, the first on January 7th, 2025 regarding a perfume bottle sprayer that does not work. Your company has ignored both emails. I am very disappointed both in the quality of your product, and in your customer service standards. You are supposed to be a world class company, but you do not perform that way. I want a replacement / exchange. The bottle is new in the box, never used and was received from my boyfriend (now deceased) as a Christmas present. It's very sentimental to me, and I want to use it!
Business Response
Date: 02/13/2025
Dear *****,

I sincerely apologize for the delay in responding to your email, and I am truly sorry for your loss. Please accept my deepest condolences during this difficult time.

We will be reaching out to you to gather more details, as we were unable to locate any prior communication based on the information provided. You can expect to receive further assistance from ********************************************** and we will do our best to support you.
Sincerely,
Burberry

Customer Answer
Date: 02/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have received an email from someone at your company asking me some questions that I have already addressed in my initial emails, stating that you did not have record of my previous email. I forward to her my original email, dated January 7th and also responded to her questions. To date, I have not had any other contact from your company, and no response (again!) from your company to my email.
For reference, I emailed you on the following dates:
January 7th
February 6th (twice)
February 14th (twice).
The email that I sent these emails from was **********************
Only after I filed a complaint here on BBB did you bother to respond to me, and now nothing more.
All I want is a replacement of my perfume so that I can use it (I'll send you the bottle that I have, brand new in the little canvas bag, and in the original box). Having to go this route for a simple quality control issue is frustrating and not a good look for your company!
***** *******
*******************
***** ****** ** *****

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** *******

Business Response
Date: 05/08/2025
Hello,
I am glad *** was able to connect with you via phone as their were issues connecting via email. Enjoy the fragrance and have a lovely rest of your day.
Best,
*****
Customer Answer
Date: 05/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The company tried very hard to reach me, and after they were successful in doing so, they promptly addressed the issue. I'm satisfied with the response of this world-class company.

Sincerely,

***** *******
Initial Complaint
Date:02/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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.
As an experienced high-end shopper, I had a highly unsatisfactory experience at the Burberry store in **************** while attempting to get a "shoe refresher" for my $1,500 shoes. Instead of being returned in improved condition, the shoes came back duller, scuffed, and creasedworse than before. I suspect the shoes were never actually sent out for servicing.Poor communication from the store team (Manager *******, **************** ***** and ***** who was present today) led to significant delays, with no timely updates despite multiple follow-ups. I had to travel from ****** to ******* to address the issue in person, incurring additional expenses, only to be met with dismissive and rude service. The manager deflected responsibility, blaming the shoe bags for the damage instead of offering a proper resolution.I am demanding a replacement pair and wants to file a formal complaint against the ******* Galleria Burberry team for their lack of professionalism and poor service, stating that this experience does not align with Burberrys brand standards.
Business Response
Date: 02/11/2025
Hello team,

This will be investigated for case number *********
We will reach out to the customer for further query if need to be, as we are compiling information from the store.
***
Burberry **************** Manager
Customer Answer
Date: 03/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I did not know there was a 6 day response time.
The claim did not get resolved.

I have not heard back from the manager ***, over at Burberry.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** *****

Business Response
Date: 03/07/2025
Hello team,

This has been responded to.
Customer knows we are awaiting for the store to assist with next step in refund on their end.
The customer is aware and I have done follow-up emails throughout the process and will send receipt to the customer once the store process.

Best,
***
Customer Service Manager
Initial Complaint
Date:01/14/2025
Type:Product Issues
Status:
AnsweredMore 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.
Dear *** or Madam,I was writing to you regarding a recent purchase I made on **************************************** paid $1800 for six gift cards on ************************************** on Dec 17, 2024.Before my purchase I contacted the customer service agent to make sure that the maximum number of gift cards for one order was 6.After I received the 6 gift cards, I found out that Burberrys website could only take up to 5 gift cards per order. There was one extra gift card I had no use ****** loss because of Burberry customer agents false advertising.Therefore I contacted Burberry on Dec 23, 2024, and explained the situation. Burberry's failure to receive an appropriate response to this problem has prompted me to write directly to you. I would appreciate your assistance in resolving my complaint. I would like to receive a refund from Burberry of the full cost of one of the gift cards in the amount of $100.I look forward to hearing from you soon regarding my problem.Please contact me if you have questions or need additional information,Sincerely,******** **********
Business Response
Date: 01/14/2025
Hello All,
This cleint has an active case ******** - Chargeback. The cleint placed orders and filed a chgarge back with the bank.
Order Number(s)
********* ********* ********* ********* ********
All gift cards showing below were used, therefore there is no harm in stating them here

#1 GiftCard **************** $500.00
#2 GiftCard **************** $100.00
#3 GiftCard **************** $500.00
#4 GiftCard **************** $100.00
#5 GiftCard **************** $500.00
#6 CreditCard payment $86.95 - Total $1786.95

There was a 6th GiftCard with $100, if the customer needs to place another order with, as it was unused. Not possible to refund as it's gift card.

''Please note, gift cards are non-refundable and cannot be replaced if lost or stolen.
If you would like to verify your remaining balance, please call ************ and enter your gift card number.''
Thank You
*******
Customer Servie Manager

Customer Answer
Date: 01/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Its clear that I have been lied to about this; I was told that the maximum number of gift cards able to be used on one order is six, when it turned out to be only five. I wasted my money because I was given inaccurate information. I dont really care about that $100, but the whole situation feels very unfair. Unless I am given a proper solution, I will no longer trust / use this brand anymore.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******** **********

Business Response
Date: 01/29/2025
Hello team
The client has an active case ******** - Chargeback. We are awaiting on the internal team to confirm a chargeback has been reversed from the customer. Once confirmed, we will connect with the customer in next step.

Thank you.

***
Burberry **************** Manager
Customer Answer
Date: 01/31/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Since the merchant still hasnt responded back with the correct solution, I will be waiting here for the next update.
Sincerely,

******** **********
Initial Complaint
Date:11/19/2024
Type:Product Issues
Status:
AnsweredMore 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 November 11, 2024 around 10 am, we went to the Burberry store at the ******** location. We are looking for a specific jacket as a gift which we know our parents will like. The sales representative ***** ***** told us they no longer carry that jacket and she recommended a similar one. We do not quite like the jacket and we don't know if our parents will like it so we did not want to buy it right on the spot. We told her that this will be a gift and we are not sure if we want it today. she saw our hesitation and assured us that if our parents don't like it, we can be issued a refund at anytime. We even told her that we live in ********, which it will be highly inconvenient for us to return to the store. She reassure us that we may contact her and she can set up a mailing method for us to do the return. With her promise, we decided to made the purchase. After the purchase, she even urges us not to get the receipt since we can just call her number and start the refunding process whenever we want. After we send the gift to our parents, they do not like it and said it was a completely different series. After this, we contacted Burberry and ask ***** ***** if we can start the returning and refunding process. On the phone, she denied that she has told us that a refund can be made and that we have to go in person to do the refund. We felt highly cheated by this sales representative, she lied into us buying the jacket that we do not like in the first place. We urge the corporation to get the camera footage during the purchase as this behavior is not acceptable. We tried to call the store again and they hang us up 4 times and when they finally picks up, they cursed at us and hang up the phone. We were able to reach the management team at ******** after reporting them through the cooperation number. They still do not want to take responsibility. We want to request a return and refund for the purchase as promised by ***** *****, the sales representative during the time.
Business Response
Date: 11/19/2024
Hello,
We have contacted the relevant team to assist and contact the client. The store will be happy to reach out and explore what options there may be.
Thank you
Customer Answer
Date: 11/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Thank you for your involvement in this matter. We do not believe the Burberry store at ******** wants to resolve this issue. We have spent two whole days trying to resolve the issue with them last week and they either choose to hang up or curse at us. The higher management team called us only after we called the corporation number where they elevated the issue. However, they still do not want to help and only offer the exchange for the item despite one of their employees promising a refund during purchase. We do not want to be in contact with the store directly anymore as we think they do not respect us. Please let us know if you can resolve this issue on our behalf. Thank you for your time.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ****

Business Response
Date: 11/25/2024
The store's policy allows only exchanges for in-store purchases, but a one-time exception is being offered despite the lack of a receipt. The client has been informed that an exchange is the only resolution, as a refund cannot be processed.
Initial Complaint
Date:11/19/2024
Type:Product Issues
Status:
AnsweredMore 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.
Dear Burberry **************** Team,I am writing to express my dissatisfaction with the quality of a Burberry bag I purchased as a Mothers Day gift. Despite being handled with care and used sparingly, the lettering on the bag has already begun to fade and disappear.Given that this bag is a product of Burberry, a brand known for its superior craftsmanship and luxury, I am deeply disappointed. I selected this bag with the belief that it would embody the quality and durability that your brand is renowned for. However, the rapid deterioration of the logo is unacceptable, especially for a premium product purchased for such a special occasion.Due to the poor quality and the fact that this issue occurred despite proper care and minimal use, I am requesting a full refund for this purchase. I have attached a photo of the bag to illustrate the issue and would be happy to provide further details if required.I trust that Burberry will stand behind its commitment to quality and customer satisfaction by processing this refund promptly. Please let me know the next steps to facilitate this process.Thank you for your attention to this matter. I look forward to your response.Sincerely,***** **********
Business Response
Date: 11/19/2024
Hello,
We have created a case in customer service to have a quality assessment. They client has not contacted previously.

*******
Customer Service Manager
Customer Answer
Date: 11/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT .
They opened a case but havent heard from them since.the company is not responsive .only bots are answering

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** **********

Business Response
Date: 11/26/2024
Hello,

I will reach out to the customer with the case assigned to assist further with a solution.

Thank you.

***
Burberry Customer Service
Initial Complaint
Date:10/11/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore 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 have been emailing as I bought the jacket and it has stitching issue it was also stained. I have had no resolution with customer service and want a refund. I have already provided pictures and a receipt
Business Response
Date: 10/11/2024
Hello All,
The client still has an active case ******** - Defective jacket. We are still in the process of the quality assessment. The client needs to have patience while we resolve this issue.
Thank you
*******
Customer Service

Customer Answer
Date: 10/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I

I have been misled and have been mistreated by your customer service department. I spend alot of money on a jacket that has a stain and threading coming apart. From the moment I noticed this I reach out as this was suppose to be a surprise birthday gift. It has been a real disappointment. I am asking for a full refund it has been a stressful purchase. I was unable to give my sister the gift it is unacceptable and I only noticed this upon my return from the trip unfortuantely . Any human being would be upset, the company needs to do the right thing and return the money. The jacket has not been used the tags are still attached on it. I have been waiting tried to be patient and have waited but I have also spend alot of money for something that I am unable to give out for what should have been a special birthday gift.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

********* **********

Business Response
Date: 10/24/2024
Client has an active case ******** - Better Business Bureau Complaint. The client needs to be patience as cash refund can take up to 8 weeks to be processed and has yet to return the item.

Customer Answer
Date: 10/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Thank you for the reply but I am still waiting to resolve this issue and it seems that the process is taking long. As long I receive a label to return the product and get my refund.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

********* **********
Initial Complaint
Date:09/12/2024
Type:Product Issues
Status:
AnsweredMore 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 purchased a $500 gift card from Burberry website several years ago. Recently, I was told that the card is no longer active, and I can not use it anymore. There was no prior warning to me that the gift cards would ever expire, and no warning written on the card itself. I'm not sure this is even legal.
Business Response
Date: 09/12/2024
Dear Team,

I was very sorry to read about your experience with your gift card and Id like to thank you for taking the time to bring this to my attention.

After looking into this issue further I am sorry to confirm this gift card was loaded and used. Gift cards are treated the same as cash and we do not have any available options for you at this time. The client reaches out in case ******** and has been told this info. Please see attached screen shot.

Please do not hesitate to contact us should you require any further help or information.

Sincerely,

*******
Burberry **************** *******
Customer Answer
Date: 09/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have never been to *******, neither have I purchased the bag in ******* Burberry Store. The gift card is with me all the time and never left my wallet. If it was stolen and used by someone else, then there was an issue with the security of Burberry's Gift card. Customers should not buy GC from **********************.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

** *****
Initial Complaint
Date:07/12/2024
Type:Product Issues
Status:
ResolvedMore 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.
We went to Burberry at the *********************, and did a return on 05/12/24 for the amount of $657.00. We were told they could not give us a cash refund and that we would be receiving a check in 6 weeks. Which would be around June 23. I have called multiple times and they took down a message stating that the store manager would look into the check refund and would call us back. We are now coming close to 9 weeks with no resolution, and no callback. We went to the store on Sunda July 7th, and we were told that they would look into this during the week. Here we are close to another week with no response. Greatly appreciate your time and assistance. Thank you.
Business Response
Date: 07/12/2024
Hello *****,
I will be happy to expedite the check for you. I will personally call and email you my details to ensue you have a point of contact from Burberry.
*******
Customer Service Manger
Customer Answer
Date: 08/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Good evening, I am reaching back regarding the complaint # listed above because the offered resolution has not been provided by Burberry. I have not received the refund check yet.

I greatly appreciate your time & assistance.

Thank you,

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business Response
Date: 08/23/2024
Dear *****,
Please be advised that a check was issued to you on July 24, 2024. This check was shipped via *** and was delivered to a *** Access Point on July 26, 2024 and appears to have been collected by you on August 22, 2024. If you have not collected this parcel, please contact our *************************** by phone **************** and provide the representative with the reference number ******** in order to report this matter.
Thank you,
*********
Burberry Customer Service
Customer Answer
Date: 08/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ******

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Burberry LTD. is NOT a BBB Accredited Business.