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:01/25/2023

  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 purchased a head band for my wife on December 18th for Christmas (order #********). The headband was too big and she didn't like it so on December 26th I returned it and on December 28th I received an email from the Company notifying me the product was received for processing. I waited patiently for my refund of over $500 for a few weeks and reached out to the Company on January 8th. The response was due to the holidays it was being processed still and the warehouse was overwhelmed and I was told I would receive a refund in the coming days.A week went by and no refund or update was received so I followed up on January 17th, I was told I would receive an update on when the refund would come within 24 hours. I did not receive any communication for two more days so I followed up and spoke with a manager on January 19th. I explained my frustration that it had been 23 days since my return was received and I had received no communication on when I can expect a refund. The Company response was this is a warehouse issue and there was nothing that could be done. I was told they would follow up with the warehouse and get back to me. That night i received an email notifying me there was an error and the warehouse did not know where my return was and *** may have lost it. They identified I would receive the refund within a day. I called back on Monday January 23rd in the evening and was told I would get an update the next day and the refund was imminent. I sent an email to customer service on Tuesday January 24th and there has been no response. As I write this review, it has been 29 days since my return was received by Burberry. No one has told me when my refund will be received and I have zero confidence at this point I will receive it. For a brand that prides itself on being high-end and has very high retail prices, I would think that money would be returned to customers expeditiously. I plant to file a fraudulent credit card charge with my bank to pursue the refund.

  Business Response

  Date: 01/25/2023

  Our customer service management team is actively working on having this resolved. Communication will continue to be sent to the customer using the email address on the order as updates are available. 

• Initial Complaint

  Date:12/26/2022

  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.

  First of all, I would like to show my utmost gratitude and appreciation for *************************, who assisted me with my purchase. The bag I initially purchased for my girlfriend is the Check and Leather Medium Freya Tote. We were hoping to exchange for the Check and Leather Medium ********* Bag which is about $600 more expensive than the bag we initially bought. We attempted to exchange at the store and via phone (customer service) but we were told we cannot due to a simple leather tag that had been personalized. Nothing on the bag has been monogrammed, and I find it hard to believe that your team would deny us the opportunity to upgrade to something more expensive. We are hoping your team can help us with this and not consider a small leather tag that can be easily removed from the bag as considering it personalized. We look forward to hearing from you.

  Business Response

  Date: 12/26/2022

  Thank you for contacting Burberry Customer Service. 

  The information provided in store and over the phone is correct. The purchase contains a personalized item, the item would not be able to be exchanged or returned.

  Case *********

• Initial Complaint

  Date:10/18/2022

  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.

  date of transaction 10/15/2022 Went to the ************ Oulet store. noticed the Price on the ***** striped #******** *** bags one had a price of $639 and one had $910. There was a ***** checked *** bag for $ $910. I asked why was not all the *** bags $639? the salesman, ask for a MOD to verify the verify the price. The price online shows all three bags s $910. I just wanted the price adjusted of the *** bag to $639 for the one I wanted. The belt I purchased was less as well. they are price gouging at the outlet. The do not list it they price match other competitors or themselves. this is a horrible business will never spend a dime here again.

  Business Response

  Date: 10/18/2022

  Dear *****,

   

  I apologize for the price discrepancy with your ***** *** Bag. Please be advised that as this transaction was made in an outlet store, a refund will need to be issued by that same store. I would advise for you to visit the store at your convenience with the tags showing the lesser price as well as your proof of purchase in order for a refund to be issued to you.

   

  Thank you,

   

  *********

  Customer Service

  Customer Answer

  Date: 10/21/2022

  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:

   

  The response does not address I have spoke tp the outlet store, this is why I am tryong to contact someone who may have  the authority to refund the differnce in the price. this would be costly tp me to drive 7 hours from my home.

  They have the transction information and my personal phone number from the store to take this trancaction. and refjund the prie difference.  

   

  Cutomer serivce  can make the price adjustment for the belt from $550 to $480 as this was done  online.   

  iy   they are suggussie. issie.  ot requires me to drice 7 bhuors from my home, however they have my money. I was not requiring a complete refund of the items as they suject    

   

   

   

   

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

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

  Business Response

  Date: 10/21/2022

  Thank you for reaching out. 

  The client has sent photos of items that they believe should be adjusted. The items are all different and have different stock numbers per the photos sent. 

  Burberry does not price match from online to outlet or offer any price matching from a competitor.

  Since all the items are different and we do not offer discounts on ***** or in mainline locations there is no further action. 

  If there was a discrepancy for the same exact item number then further investigation could have been done, but this is not the case. 

• Initial Complaint

  Date:10/14/2022

  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.

  I have returned the whole product to the merchant but it's been half a month since the day they received it and they still won't refund me. Actually, there was a dispute before I decided to return the product. However, I contacted the bank to close half a month ago and I asked the bank twice to send the notification to the merchant but the merchant kept saying they didn't receive any update and didn't refund. The attached file shows that I have returned the goods to the merchant, as well as the evidence of dispute and termination. I urge the merchants to immediately stop their negative attitude towards refunds and make refunds immediately.

  Business Response

  Date: 10/14/2022

  Hello, 

  Thank you for reaching out to our team. 
  

  The order was disputed with the bank on 9/18/22 as an unauthorized transaction for having to pay the sales tax in the state of purchase ($16.10), however the valid transaction was delivered on 9/15/22. The item was then returned to Burberry for a refund. Since the client has initiated a dispute with the bank we are now working directly with the bank to resolve. The client contacted Burberry chasing the refund 7 business days ago. 

  If the client had not disputed with the bank the process for the refund would have been **** business days. With the dispute, we are unable to process any refund until the clients bank resolves the dispute which for some banks can take up to 4-6 weeks. We thank the client for the paperwork showing the dispute has been dropped and we have provided that information to our internal team to continue to monitor with the bank. Again, until the bank closes the dispute with Burberry we will not be able to proceed with a refund. This information has been communicated to the customer Oct 11th at ******, ******, ****** and again on Oct 12th at 8:pm. I understand that the process maybe frustrating and I apologize for any inconvenience that has occurred from client claiming a dispute with the bank.

  My recommendation is for the client to escalate with the bank to resolve the case so that we are better able to assist.

  I will note that the message from the bank "We've received your request to continue evaluating your dispute. After reviewing the information you provided, we determined that we've already considered this information or it was insufficient and we could not continue the dispute"

  The message just states that the could not continue with the dispute and does not mean that is was closed. It is imperative for "the bank" to close the dispute with Burberry as a 1st and immediate step. Then we will be able to address the refund appropriately. 

   

  Customer Answer

  Date: 10/17/2022

  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 contacted the bank again. They said the dispute was closed on 9/22 and the merchant was notified. Please don't play word games for me. The bank said that the dispute was closed. It is over. Dont waste my time and refund immediately.

   

   

   

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

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

  Business Response

  Date: 10/26/2022

  The refund for this purchase was issued to the PayPal account as of 19 October 2022. 

  Customer Answer

  Date: 10/26/2022

  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:10/11/2022

  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.

  Today (10/9/22), we went to the Burberry store at ******** Outlets in ************* again.We had been there for a lot of times and are definitely loyalty customers. However, today wasn't that pleasant.My wife and I got greeted by a sale lady and then we started to look around. After some time spending there, we found a long dress my wife likes it so much, but the price on the tag was a bit high. My wife put it on and it was a great fit. The sale lady came and made a lot of compliments as they always do. Then She used her device to check the price tag and told us the price was only $549, which was lower than what the tag says. We all thought that should be the actual price as the device normally reflects the up to date price. And both my wife and I were very excited about and decided to buy it.However, during the checkout time, We were told it was not the lower price and there might be an error on the device. How disappointing it is.I contacted customer service after leaving the store, disappointed and annoyed. But the customer service representative told us that they can't help in this case and they can only honor the store's decision regardless the bad experience it caused to the customer.What a shame on **********************!!!

  Business Response

  Date: 10/11/2022

  Dear *****,

   

  I see that you spoke with our consultant ***** regarding this matter. I can confirm that our *************************** is not able to issue a refund or price adjustment for an in store purchase. As we do understand that this situation can be very disappointing and frustrating, regrettably, the price advertised on the tag of the item would be the official price. Should the **************** Team honor the price that was quoted to you by the Sales Associate, they are more than welcome to do so; however, this would need to be an exception made by their team as we do not have discretion over this matter.

   

  Thank you,

  *********

  Customer Service

• Initial Complaint

  Date:09/22/2022

  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.

  This is a letter demanding compensation for order ******** with shipping number ******************.During the initial communication, Burberry customer service notified me that my order was delivered to ******** **********. In this closure letter attached, the Burberry customer care team clearly notified me that the order was delivered to my shipping address (***** **********, ***** ******* ********** *****). After a long hold, *********************** finally got in contact with ***** in ******** **********. ***** confirmed with *********************** the receipt of the ******************, but Fetch could not find the package as the package was not addressed to them in the first place. The *** official website proof of delivery also confirmed the package was delivered to ********, **********.In the case of delivery error and damage, the responsibility lies 100% with the seller. Based on the above information, Burberry clearly deceived *********************** about the delivery address in the closure letter. The intention could be inferred as not being willing to issue a replacement/refund.We, the party of ***********************, demand the party of Burberry issue a full refund. Failure of action will incur legal action from the party of *********************** against the party of Burberry.

  Business Response

  Date: 09/22/2022

  Our teams have investigated the claim of a lost shipment and *** has confirmed that it was delivered to the correct address and received by the recipient. The customer has been informed numerous times that a thorough invesitgation was handled with our internal teams and ***. No refund, replacement or compensation will be offered and has been informed to the customer. 

  Customer Answer

  Date: 09/27/2022

  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]

   In my submitted documents, the *** proof of delivery clearly stated that the package was delivered to ******** **********. Burberry was clearly lying about the situation and the investigation. 

   

   

   

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

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

  Customer Answer

  Date: 11/08/2022

  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]

   My financial instruction asked me to contact Burberry directly. This is a deadlock. Its already proven that they deliver the item to the wrong address. I dont understand why they refuse to refund and instead asking me to dispute.

   

   

   

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

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

  Business Response

  Date: 11/15/2022

  No further action will be taken on this case with BBB, case has been closed by Burberry. Any further communication on this case will be closed with no response. 

• Initial Complaint

  Date:09/19/2022

  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 ordered a product online through Burberry.com with the help of a sales associate at the ******* location on September 4,2022. A few days later, I received a confirmation email that my order has been shipped and in the email, it stated that all deliveries will require a signature upon delivery. I frequently checked the tracking page provided to see where my order is at. On September 9 around 6pm in the evening, I got noticed from that page that my order was already delivered at 12:30pm that day. I did not receive it. When I call Burberry to inquire where it was, they opened an investigation with the shipper, **** A week later, Burberry told me that *** left it at the door and it was considered delivered. They refused to do anything even though *** did not follow instructions. I attempted to talk to a manager at Burberry but he/she has not called me back.

  Business Response

  Date: 09/19/2022

  Hello, 

   

  In response to the query below. I can confirm that I have been able to speak to the client on September 17th as well as an email was sent to the client on the same day. We are currently working with *** to investigate the matter further regarding the delivery of the order. I have advised the client that I am reaching out to our internal department to see if a new investigation can be opened at this time. I should have a response from my internal team within 3-5 business days and if the new investigation is able to be processed then it can take an additional **** business days. I will contact the client directly as soon as I have the results. 

   

  Thank you, 

  ******** 

  Customer Answer

  Date: 09/20/2022

  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:09/08/2022

  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 ordered a product from Burberry. They attempted to deliver it and since i wasnt home to sign for it, they took it to the *** store. I was a little busy and traveling and never got to picking it up. I called them a month later and *** says the package was returned to Burberry. Burberry claims they never received the package from **** *** confirmed I never received delivery of the package and Burberry refuses to refund me.

  Business Response

  Date: 09/08/2022

  Dear ****,

   

  I can confirm that we are awaiting results from *** regarding your return. Once these results have been provided we will be able to move forward with issuing a refund to you. I can confirm that our Consultant, ******, will be in contact with you to inform you as to how we may proceed. Thank you for your continued patience during this time.

   

  Thank you,

   

  *********

  Customer Answer

  Date: 09/13/2022

  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]

  ****** claims I received delivery of this item.  This is incorrect.  I will be happy to provide the tracking number that clearly shows it was never delivered and returned to Burberry  

   

   

   

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

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

  Business Response

  Date: 09/14/2022

  Dear ****,

   

  I apologize for any miscommunication. ****** has confirmed that the parcel was never in your possession and was delivered to a *** Access Point. At this time, ****** has requested for your order to be processed for a refund. Please allow 2-3 business days for this request to be fulfilled. You will receive an email confirmation once the refund has been completed and the funds have been issued to you.

   

  Thank you,

   

  *********

  Customer Service

• Initial Complaint

  Date:07/27/2022

  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.

  I was really not happy with the response and solution from your staff and experience I received from all your colleagues. To start I was told I should fly to ******* and have them asess the issue. To **** calling me "Man" I'm not your friend and I don't identify with any pronouns so it was not such a nice way to be greeted or was any way professional. Then I was told by the manager at the outlets even with proff of purchase they still would not do a return or exchange there is no exchange policy so why would you and your team waste my time even if I did have proff of purchase to go to the nearest Burberry and have it inspected. I have been given several dead end options and this shirt I purchased was only $50.00 I have spent over $2,000 in merchandise with Burberry is various locations and for a $50.00 t-shirt I was mistreated and given inaccurate information. All I wanted was an assessment on a t-shirt with holes which I have multiple shirts and none have holes like this shirt has. I would expect more from a $215.00 shirt. I'm not satisfied and would like to further investigated and compensated for this. I'm going to be taking this to higher management and will be reporting the discrimination to the BBB.

  Business Response

  Date: 07/27/2022

  Hello,

  
  Thank you for reaching out regarding this case. I can confirm that the client has called in multiple times and has not been able to provide proof of purchase which is what we would require to assist further. We have attempted to locate the proof of purchase for the client and with the details provided there is no transactions history.

  
  After listening to the calls, the consultant did not tell the client to fly to ******** The reference was to visit the location where the purchase was made. In later calls he has said that he lives in **, we were able to provide him with several locations under 16 miles away from the clients home. The client refused to go to those locations to get an assessment of the item in question.

  
  Should the client want to proceed with an assessment of the item as stated in the complaint, then I recommend finding the transaction history of his purchase and then bringing that and the item into the nearest mainline store for assessment.
  
  
  This case has been closed.

  Customer Answer

  Date: 07/27/2022

  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]

   

   

   

   

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

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

  Business Response

  Date: 07/27/2022

  Email sent to customer today:

  Dear ***************************,
  
  I hope this email finds you well.
  
  I would like to thank you for your feedback that you have provided both to my team and the Better Business Bureau. I do apologize that this experience did not meet your expectations.
  
  As far as the feedback that you have provided on our employees, this matter will be investigated internally, and I thank you for brining this to my attention.
  
  Regarding the garment in question, without proof of purchase this case is closed. Should you be able to locate the proof of purchase we would be happy to reopen the case.
  
  
  ******************************************************************************************************************************************************************************************
  Customer Service Manager - ********************

  Customer Answer

  Date: 07/27/2022

  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,
  
  ***************************