Complaints

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

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Burberry LTD. has 23 locations, listed below.

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• 

  Burberry LTD.

  444 Madison Ave New York, NY 10022-6903

• 

  Burberry LTD.

  1200 Morris Turnpike Short Hills, NJ 07078

• 

  Burberry LTD.

  1 Atlantic Ocean Atlantic City, NJ 08401

• 

  Burberry LTD.

  3254 N Mill Rd Vineland, NJ 08360

• 

  Burberry

  2855 Stevens Creek BLVD # 1377 Santa Clara, CA 95050

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:08/21/2023

  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.

  I purchased Burberry sunglasses from the sunglasses hut in ***********, **. They were very cheaply made, the arm came off because it was held together by glue. I brought the glasses in to be repaired at the sunglasses hut and the associate said they had to reach out to Burberry for the repair and that it would cost $112. To repair them. That is ridiculous because they were already over $200. I then called Burberry customer service and they told me Id have to go through a third party they cant help me.

  Business Response

  Date: 08/21/2023

  Thank you for contacting Burberry **************** regarding your favorite pair of glasses. I will be happy to provide you with our eyewear manufacturers direct link so that they may assist you further regarding ***********.
  

  I am sorry to hear of this issue and can confirm that all warranty claims and repairs are handled by our manufacture. Please use the provided link below to submit *********** request to our eyewear manufacturer:

  *****************************************
  
  Please note that it may take up to 3 -5 business days for the case to be reviewed and responded to.

  
  

• Initial Complaint

  Date:06/30/2023

  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.

  I purchased a Burberry hoodie, and it came with many defects. The stitching is uneven, the quality of the fabric and very cheaply made, the inappropriate hemming, and the threads are coming off. I have reached out to Burberry numerous times and i have also sent them photos showing the defects, but their manager told me he has already made up his mind, and he will not exchange or return it for me. I am very disappointed as i have been a customer for 10+ years, and i expected a top notch customer care, and a good quality product. I also told them i would meet them in the middle and accept a store credit instead of a refund, but to no avail, and the manager pretty much said nothing will change his mind or decision. That was a very poorly made hoodie and all the stitchings are crooked and poorly made. I am hoping to exchange this.

  Business Response

  Date: 06/30/2023

  Assisting client through case- ********* 

  We will reach out with further details directly to the client shortly.

• Initial Complaint

  Date:06/07/2023

  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 had placed an order for a crossbody bag on 05/29/2023 for $1,864.50 CAD. The order number is ********. Long story short, the package had never arrived and I contacted on 06/02/2023, where they opened a *** investigation and had determined the package delivered within 2 business days. I believe this resolution is unfair and not true as the package never delivered.

  Business Response

  Date: 06/07/2023

  Dear *******,

  Please be advised that the **** business day timescale provided by *** is an estimated timescale for the maximum amount of time it may take for their ************************* to complete their investigation process. The full **** business days are not always required should *** have sufficient proof of delivery in order to conclude their investigation. As your order was determined to be successfully delivered to your residence, you may liaise with your financial institution for further assistance regarding this matter.

  Thank you,

  *********

  Burberry Customer Service

• Initial Complaint

  Date:06/07/2023

  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.

  I am writing to file a formal complaint against the Burberry store located at ******************, ******. On June 4th 2023, two days ago, I made a purchase for $541.56 for shoes at the Burberry store at ******************, ******. Two days later, today, June 6th 2023, I attempted to return the shoes as they did not fit me well. However, I was met with a store employee who blatantly refused to accept the return, making unfounded claims that the shoes were "dirty". The shoes were in pristine condition when presented for return. I took great care of the product for the mere two days that I had it in my possession, and the shoes were presented back for a return in their original condition that was sold to me at the time of purchase. I will attach photographs showcasing the immaculate condition of the shoes to this complaint. It is completely unacceptable that baseless accusations about the cleanliness of the product I was returning were made by a Burberry employee and that I was denied my right as a customer to a fair return within the allotted time frame set forth within the official Burberry return policy. In an attempt to address this matter, I have been in contact with the corporate office at Burberry. As of this moment that I am writing this complaint, there has been no satisfactory resolution. This lack of action by Burberry not only violates my rights as a consumer but also demonstrates a lack of commitment to customer service and satisfaction. I firmly believe that this incident reflects poorly on the reputation of Burberry and undermines the trust I once had in the brand. As a loyal customer, I expect better treatment and fair policies from Burberry. I request the BBB's intervention to help facilitate a resolution to this matter.

  Business Response

  Date: 06/07/2023

  Dear ****,

  I apologize for your recent experience with our ****************** Burberry store. Please be advised that per our Returns Policy, the item must be returned within ********************** new and unused condition with all original tags still attached. As our Burberry store associates are experts in assessing products, they will be able to determine if an item does meet these requirements. Please be advised that all aftercare services will be at the store's discretion. Should you seek further assistance with this matter, we would advise for you to request to have the item assessed by the Store Manager for the final determination of whether a return may be approved.

   

  Thank you,

  *********

  Burberry Customer Service

• Initial Complaint

  Date:05/15/2023

  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 am writing regarding the truly abhorrent and appalling service at your *********** location, yet again, after receiving a size too small for one of my purchased tees on Friday, May 12, 2023. You may note that I have been trying to get a local store employee to answer my call to set up this exchange as of the same -- Friday, May 12, 2023 (48 hours+) -- to no avail, after at least 5+ promised call backs -- none of which arrived. I have called the local store at least 10 times in 48 hours, all of which I was advised I would be phoned back from the store staff -- and I have yet to receive a single call back as noted. Stating that the store staff "is busy with clients" is abhorrently unacceptable, as this directly neglects me as a paying customer in need of assistance as well over a period of nearly three days time.At this stage, I am beyond appalled and disgusted at the treatment from Burberry (an apparent "luxury" brand) -- I have received far better treatment at ******** and at this stage I must request that my Grievances be escalated to your direct senior management and Burberry CEO, ******************. No paying consumer should have to wait 2-3 days for a callback from a "luxury brand", in attempting to make a simple exchange -- with a courier that I have paid for. Further, as a busy travel Nurse, this treatment has been nothing short of appalling, and I must request a full compensation of all costs associated with these orders prior to immediate contact with local and ************** Producers to aid in this egregious matter's full resolution on Monday, May 15, 2023. It is my hope that all future consumers are aware of the treatment from Burberry -- especially when there are an array of other luxury brands in the area who treat their patrons with far more respect, and respect their time (as a working nurse, in my case) with much greater regard.Thank you kindly in advance for your urgent attention to this matter, and this matter's immediate and full resolution.

  Business Response

  Date: 05/16/2023

  Thank you for contacting Burberry. We are currently investigating this case and will reach out directly to the client. 

  Customer Answer

  Date: 05/22/2023

  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:

   

  I am awaiting contact from senior management to discuss my concerns and resolve the subpar service immediately.

  Thank you kindly.

  [Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 06/14/2023

  This continues to be part of our internal investigation. Will reach customer once completed.

  Customer Answer

  Date: 06/15/2023

  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:05/15/2023

  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.

  Purchased a wool/cashmere coat from ******* store on 5/7/2023, wore a hoodie while trying it on in store. Brought it come and tried it on again at home with just a shirt and the collar area contact with my skin causes a red rash allergic reaction on my neck. Not pretty. Called the store and was told they wont give me a refund even though this is a medical related issue. Im writing to kindly request a refund. The coat is in original condition, not wore, with original tags and I have the receipt.

  Business Response

  Date: 05/16/2023

  Contacted store manger ******* has contacted the client and logged a ***** case. No further action is required. We have approved the return. 

  Customer Answer

  Date: 05/16/2023

  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:05/11/2023

  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 made a purchase from *******, who is a sales associate at Burberry Outlet at the Woodbury Location through an email payment link for a few t shirts and a few backpacks. After payment when I looked at the receipt the associate sent me, I found out the backpacks have been a few hundred dollars more than I paid 3 weeks ago. So right away I asked the associate to return them before sending out to me the same day when I paid them. I confirmed with the associate that they have not shipped so I asked him to exchange to something else and the associate said his manager did not approve because I am a bulk buyer. I do not agree with this because the backpacks are not bulk buyer price and they are only 25% off regular store promo, that is why I'm exchanging them, and since they have not shipped them it is also eligible for and exchange within 14 days of purchase per their policy. But they insisted sending them to me and I received them last week. I don't want the backpacks and send them back to the store, tracking UPS*******************. I am request a refund for the 5 backpacks, a total of $3656.25 as I said to exchange them before they ship out.

  Business Response

  Date: 05/12/2023

  Thank you for bringing this to our attention. 

  Please note our Burberry Outlet location do not offer refunds.

  I will forward the experience information onto the store and they will follow up. 

  Best, 

  *****

• Initial Complaint

  Date:03/14/2023

  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.

  This is for order #********. This company is literally the worst designer company. They are the *****/fast fashion designer company. Do not buy from them. I made a return and they asked me all these questions and ask for a lot of documents and wasted my time. Apparantly, my return got lost and they had to open a *** claim. They sent me a bad label. Then after that they told me to wait 10 days for the claim to be over. I waited. Nothing. I called *** and I find out there was no claim or investigation opened or even attempted. I had to open a claim myself and *** found my package, UNOPENED. So burberry lied to me. Then I returned that package. I literally never opened it. All of the return aspects complied with their return policy. The package said delivered on the 2nd of this month. A brand new unopened packaged that was literally never taken out of the box. But they still denied me my refund. They are a scam company. They are the lowest level of designer. They will lie to you and gas light you and make you waste their time. They are so trash and awful and have been causing me a lot of mental harm and stress over a return that complies with their return policy. Why is it so hard to do a return with this trash company.

  Business Response

  Date: 03/16/2023

  I apologize for any miscommunication or the experience you believe you've had. 

  Following the *** investigation and internal processing the order has already been refunded. 

  Thank you for providing feedback. 

   

• Initial Complaint

  Date:03/07/2023

  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.

  I purchase 2 polo shirts from Burberry. My husband only wore this shirts once and both of them have damages. I went to the store inside ******* in ********* and talk to a supervisor I was advice after 6 months that they could do nothing about it. I just received the shirt from this store today with no resolution. How can you wear a 600 shirt damage like this both are damaged . Ok just asking for an exchange or refund as this are to be high quality shirts .

  Business Response

  Date: 03/07/2023

  Case ********

  Purchase was made Feb 2022. I see that that the client contacted customer service Sep 18th, 2022 regarding *********. 

  As the store team did the assessment of the items and concluded that the items are not defective, but show signs of wear and tear. 

  Unfortunately the team also advised that repairs of the item could not be done. The items have been worn, so no exchange or refund will be honored. 

• Initial Complaint

  Date:03/03/2023

  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 own an authentic Burberry skirt. I contacted Burberry customer service about the possibility of repairing damage to the skirt. I also took pictures of the skirt which I sent to customer service for them to create a case on my behalf. I was advised to initiate a virtual or in-person assessment so I took the skirt to a Burberry location for assessment at which point the company offered to send it to their ******** office for possible repair. I was notified that the ******** location could not fix the item and upon returning to the store to pickup the skirt, I noticed that it was damaged further. The manager blamed me for the damage, she blamed the authorized reseller that I bought the item from, then eventually blamed the Burberry shipper. After she reviewed my initial case including the pictures I provided (upon my request that she review it) the manager finally accepted responsibility for the damage. I contacted the customer service location in ********** and several employees attempted to shift blame on the authorized reseller and they also lied to me on several occasions. The company eventually sent me a return label and promised to replace the skirt once received in their warehouse. After receipt, a manager reached out to me saying she needed to investigate the matter. She proceeded to question me about the authorized reseller and insisted that they were responsible for the damages even though I provided pictures of the skirt prior to giving it to Burberry for repair. The evidence made clear that Burberry damaged the skirt after I gave it to them for repair. The company refuses provide an acceptable resolution to this situation.

  Business Response

  Date: 03/03/2023

  Dear *****,

   

  I do apologize for any frustration this experience may have caused you. Please be advised that we do not have a suitable replacement to provide to you for the Crystal-Embellished Fishnet Mini Skirt. At this time, we have two resolutions to propose to you. As we are in possession of your skirt purchased from *************************, we may offer you a credit of $1742.50 USD which may be utilized toward a future online purchase on Burberry.com. If you should prefer a refund, we may return the skirt to you and you may then return the item to ************************* to be issued a refund. You may respond to the email which was sent to you yesterday by ******** to confirm how you wish to proceed. We look forward to your response and assisting you further with this matter.

   

  Thank you,

   

  *********

  Customer Service

  Customer Answer

  Date: 03/06/2023

  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:

  Hello. Thank you for your assistance. I have checked my emails and unfortunately I never received the response you attached from *********. Further, the business is not accepting responsibility for damaging my skirt by providing an acceptable resolution. They gave me options for resolution and all of the options leave me as the person bearing the cost of Burberrys negligence. Here are the reasons why the options are unacceptable -

  * Burberry offered to give me a store credit in the amount I paid for my skirt.l I received a discount when I purchased the skirt from and Burberry is offering me a credit to purchase something from their website at the same price that I paid for the skirt but they are not providing anything for the damage they made. I am unable to use that credit to receive another skirt because the same skirt on their website is a higher price. I would be at a disadvantage and in essence would be paying for the damage they made. 

  *Burberry has not offered to send me crystals at no cost neither have their offered to fix the skirt. Both of these options puts the cost on Burberry not me.

  *Burberry offered to provide me with a new skirt if I pay them the different between between my original purchase price and the price of the skirt on their website. This puts me at a disadvantage because I would lose the discount that I was entitled to when I purchased the item all because Burberry damaged my skirt. They should have offered to replace the skirt at no cost. The difference between the prices in the two skirts should not be absorbed by the person affected but by the entity who caused the damage.

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

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Customer Answer

  Date: 03/10/2023

  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:

  Hello. Thank you for your assistance. 

   

  I reject Burberry resolution because they indeed have replacement skirts and are not being honest about that. You will see from the attached picture which is a snapshot from their website,  the skirt is available on Burberry.com. Additionally, I have contacted a store in my state and they also have the skirt in my size. I explained to Burberry that this store has the skirt in my size and it can be picked up or mailed to me.

  Burberry can offer a no charge replacement for the skirt that was damaged in their care. They can also provide a gift card for the inconvenience or monetary reimbursement for the damage so I can have the skirt repaired. Burberry can also order crystals to fix them damage. 

   

  Thank you for your time and attention to my case. 

   

  *****

   

   

   

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

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 03/16/2023

  Case ******** is on going, any further communication will continue there for any resolution.