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Business Profile

Fashion Designers

Burberry LTD.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

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

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Burberry LTD. has 23 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/13/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Exchanged a belt from a size small to a medium. They made me to return the small belt and repurchase the medium right away, which I did. I returned the small belt, however I never got the refund.

      Business Response

      Date: 06/13/2024

      Manual Refund  processed 6/13 for the amount of ****** ARN ***********************

      Customer Answer

      Date: 06/13/2024

      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,

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



       

    • Initial Complaint

      Date:06/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a loyal customer for over 10 years. I love their design and products but would only buy when they go on sale. I shop mostly online at Burberry.ca. In May and June, my online orders have been automatically cancelled by Burberry and I dont get the sales items I wanted and now they are sold out. I reached out to their customer service inquiring about this issue and was told I can no longer shopping online with this account and I must shop at their stores. They would not tell me why but I deserve to know as I did not do anything wrong. This needs to come with a reasonable explanation. Please help!

      Business Response

      Date: 06/11/2024

      Dear *******,

      I apologize for any frustration or inconvenience you may have experienced when attempting to place an online order through ************. Please be advised that due to security purposes and previous claims related to your information, we are not able to proceed with placing an online order utilizing your customer profile details. You are welcome to shop in our Burberry retail stores but we cannot accommodate any online transactions. Again, our sincerest apologies for any disappointment this may cause you.

      Thank you,

      *********

      Burberry Customer Service

      Customer Answer

      Date: 06/12/2024

      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 have never filed any claims.  Please request Burberry to provide their records to show that they were false claims. Thanks!

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 06/14/2024

      Unfortunately, looking into the order that has been placed I would suggest you contact the bank or use another method of payment. As the automated system has cancelled your order due to security reasons. We are unable to remove the security check on our website when placing orders.

      Customer Answer

      Date: 06/15/2024

      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 contacted **************** on June 7th and they confirmed that there is no hold or block placed on my account for **********************. I can ask them to provide a written statement to confirm this. However, you cant just use automation for security reasons as an excuse. Please state clearly what security reasons you are referring to? Fraud? False claims? Its unfair to reject customers when you cant provide a valid reason that cant  be supported and verified. 

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:04/03/2024

      Type:Product Issues
      Status:
      Answered
      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 $5,530 of merchandise from a Burberry Outlet store at ********, **. It was a send sale but I never received the package. I tried to contact their assistant store manager named ******** and the associate that helped me in store, his name is *******. Neither of them responded to my text. I also tried to call the store, Their store number is ************, nobody answered the phone. I need to know if they shipped my merchandise and what is the tracking#. You could try to contact their corporate number to help me. Thank you.

      Business Response

      Date: 04/03/2024

      I have reached out to our ******** store. The manager will be in touch with the customer and provide resolution regarding the order.

    • Initial Complaint

      Date:01/30/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order #: ******** was delivered late to my address on 12/28/2023 a month after order was placed and I decided to return the item back to Burberry because item wasn't needed anymore. I used prepaid tracking label with tracking ******************, The return was dropped off 01/08 in ******* because of work travel. I sent a copy of my *** drop off receipt to burberry via email because the item was pending return delivery for over 3 weeks after drop off and Burberry is denying my return because I returned in *******. This is not fair and not expected from such a known brand. This was my first order with Burberry and I am very unsatisfied and this is terrible customer service.

      Business Response

      Date: 01/30/2024

      We are unable to issue your refund as the item(s) were not received back to Burberry. You have confirmed that the item were sent to us using a method other than one of our approved returns services, contrary to the terms and conditions stated on Burberry.com **************************************************************

      This has resulted in the breakdown of the fulfilment of returns process as set out in our returns terms and conditions. We can suggest again that you can revert back to the carrier you used to pursue any tracking or
      further response from them, however as Burberry is not partnered with this carrier, we would not be able to pursue this on your behalf. 

      We have now concluded the case and will be unable to enter into further discussion on the matter. As such, this is Burberrys final position.

    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My Husband purchased me a puffer jacket on December 17, 2023 for Christmas. The jacket does not fit and was not the item I wanted. I tried to do a return today. January 7, **** and I was informed that there is only a 14 day return policy for items purchased in the store even though this was a Christmas item and it was purchased for Christmas. I would like for Burberry to do the return, because had he ordered the item online, they have a thirty day return policy during the holiday season. It's very deceptive to have 2 different return policies for onliine and in store purchases. He was not told at the time of purchase he only had 14 days to do a return. We spent the holidays in ******** and there is no Burberry. We had to wait to get back to the DC area to do the return. This was the 1st weekend we were available to get to the store after the holidays. I have all the receipts, tags are still attached and it is still the the original gift box.

      Customer Answer

      Date: 01/11/2024

      Better Business Bureau:

      I was able to get in contact with the Burberry Store in *************, ** and they provide a refund.  
      This is in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       


    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This is regarding Order#*********. I returned this item on 12/4/23. It is now 1/7/24, and I have still not received my refund. I reached out to customer service, and they said the tracking number that THEY PROVIDED ME is invalid. This is absurd. I demand a full refund immediately.

      Business Response

      Date: 01/10/2024

      The *** store shown on the drop off receipt is contacted and confirmed the receipt is fake. The drop off time is outside the store operation hour. Sign of photoshopping on the receipt picked up.

      1) customer carried 2 puffer jacket from *** to ******* to return. Return label created on ********************************** *******. Items are too bulky to travel.
      2) Some flaw picked up from the drop off receipt provided by customer, checking with the corresponding *** store.

    • Initial Complaint

      Date:12/28/2023

      Type:Product Issues
      Status:
      Answered
      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 Burberry peacoat, as a Christmas gift, at the ************** ********* location.I was informed verbally and in writing that the $1650 purchase price (plus tax) was refundable within two weeks of purchase.When I finally decided that the gift was not the right purchase, i returned the coat in the original bag, box, and condition. Burberry refused to refund the purchase due to the fact that the coat was damaged and not returnable. Somehow the coat was damaged without ever leaving the box?!?!The coat is in original condition, as it is in the condition when I purchased. The clerk, the manager, and regional manager all stated that they would not except for refund. This is obviously a SCAM. BEWARE of BURBERRY!!

      Business Response

      Date: 12/28/2023

      Our Returns Policy outlines that we accept the return of unused products within 14 days of purchase for full price items and within 14 days for sale items provided the Return Conditions specified below are met: 
      We have investigated and we are unable assist with a return due to the policy below. 

      Purchases must be returned with the Returns Label enclosed with your purchase.
      Products returned must be in their unused, original condition with all
      Burberry product tags attached and any related accessories or instruction
      booklets included.
      Incomplete, damaged, worn, soiled, or altered returns or anything we
      reasonably believe has been used will not be accepted and therefore sent back
      to the customer.

      For your convenience, I have included a link to more information on our Returns
      Policy as follows:
      **************************************

    • Initial Complaint

      Date:11/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/5/23 I purchased 2 sweatshirts from The Cypress location. One was available in the store and the other one had to be ordered from another store. I received the shipment on 11/10/23. Upon arrival I discovered it was too big. I called the store to see how to resolve the issue. I was instructed to return the sweatshirt to a store for an exchange only. I sent the shirt back to Cypress on 11/13/23 they confirmed they received it. On 11/15/23 they communicated with me that the shirt that I would be receiving for the exchange was $270.62 more. I paid through a link that was emailed to me and received a payment reference number. Never received any more communication from Burberry after this. I called on 11/20/23 to inquire about the exchanged I still haven't received. I was told it was coming from another store and they haven't shipped it yet. As of this moment I have not received a confirmation tracking number. At this point I have paid money for an item I have not received and don't know if I am going to receive it and can't get a refund. I am livid! How do you take customers money and don't communicate or send the merchandise. I sent the sweatshirt back in good faith that I would receive something in the place of the too big sweatshirt.

      Business Response

      Date: 11/22/2023

      Hello ****** 

      I was very sorry to read about your experience at our Cypress Store and Id like to thank you for taking the time to bring this to our attention.  Please allow us some time to investigate fully and I will work with the store directly to follow up on your purchase and provide you with the tracking numbers.  If we need further information to help us resolve this matter we will be in contact shortly.

      In the meantime thank you for your patience and once again please accept our very sincere apologies for the frustration caused. Many thanks.

      Douglas 

      Burberry **************** Manager 

      Customer Answer

      Date: 11/22/2023

      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 6 days to respond or this case will be closed. Based on the business response, I am waiting for more information on the merchandise I paid for or a refund. The business response said they will investigate and get back to me. I will wait for the investigation and a response. 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 11/30/2023

      Dear *****,

      I can confirm that the ********************** store did confirm that your new item was shipped via ******************. After reviewing the tracking details, I can confirm that this parcel was delivered to you on Friday, November 24, 2023. If you have not received this parcel, I would advise you to contact the ********************** directly, ***************, as a lost investigation will need to be initiated with **** As this was a store purchase, all aftersale queries will need to be handled by the store directly.

      Thank you,

      *********

      Customer Service

    • Initial Complaint

      Date:11/13/2023

      Type:Delivery Issues
      Status:
      Answered
      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 - 11-30-22 Amount paid - $1,872.50 They said that it was normal wear and tear, this is not a bag that she carries on a daily basis.The purse is peeling like a snake, and it's less than a year old. The company stated that they could not do anything about the bag.I only want a replacement or my money back. It's no way that a bag of this cost should be peeling and it's not carried on an everyday or monthly basis.

      Business Response

      Date: 11/13/2023

      Dear *****,

      I am writing to you on behalf of our *************************** team regarding the assessment of your Check Medium Bowling Bag.

      Please be advised that the bag has been thoroughly assessed by our Lenox Square store and it has been determined that the issues you are experiencing with your bag are due to normal wear and tear of the item. As the item has not been deemed to be faulty or defective due to a manufacturing defect, a replacement or refund may not be issued. Additionally, we regret to inform you that the bag is not repairable so we are not able to assist further with this matter and the bag will be returned to you via **** Our sincerest apologies for any inconvenience or frustration this experience may cause.

      Thank you,

      *********

      Customer Answer

      Date: 11/14/2023

      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 am only wanting what I paid for, and that a quality bag from Burberry. I paid close to $2,000.00 for an original and if I wanted to buy a knock off bag I would have gone to one of the street vendors. I want another bag or my money back. My wife has about 8 expensive bags and she does not carry any one bag for over 3 months at a time. The bag is peeling like a snake and it's appears that the bag is defective. If your company pride it's self on customer satisfaction and quality service, then prove it. Naturally, your company would say that you have examined the bag and there's nothing wrong with it, that's what y'all do when you do not want to honor your product. We have had this bag less than a year and there's not way it should be peeling unless it has be somehow neglected, and I can assure you that is Not the case. We pride ourselves on what we buy and the upkeep of what we buy.

      I ONLY want what I paid for, and that is a quality hand bag for my wife.

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:10/30/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Ordered 2 items from Burberry, took over a month to arrive as they were delivered somewhere else first so i did file a complain with Burberry for that as it was a lost package but it ended up coming to my house after all. After both items arrived at my house i decided to keep 1 item and return the other one. So i started a return and they gave a prepaid label to return it back to them somewhere in Europe as that where the items came from. ( maybe there warehouse is located there) its been over 20 days since its been returned to them and no refund. When i contact them they said u filled a lost package complain so we cant refund you even tho I started a return with them and shipped it back. After i explained it to them what happened they said they have to confirm with warehouse and get back to me. They still have not contacted me back with a update on this situation and every time I contact them they say we are still waiting to here back from the warehouse. Order number is: ******** Return tracking number is : ** *** *** ** **** **** 

      Business Response

      Date: 10/30/2023

      Dear ********,

      I apologize for the issues surrounding your order ********. Please advised that your order has been successfully processed for a refund as of today, October 30, 2023. Please allow for PayPal to approve this transaction in order for the funds to reflect on your account statement.

      Thank you,

      *********

      Customer Service

    Burberry LTD. is NOT a BBB Accredited Business.

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