Complaints

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

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The Burton Corporation has 12 locations, listed below.

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  The Burton Corporation

  180 Queen City Park Rd Burlington, VT 05401-5935

• 

  The Burton Corporation

  80 Industrial Parkway Burlington, VT 05401-5434

• 

  The Burton Corporation

  69 Greene St New York, NY 10012-4337

• 

  The Burton Corporation

  36 Anacapa St Santa Barbara, CA 93101-1802

• 

  The Burton Corporation

  1 Premium Outlet Blvd Ste 692 Bldg G Wrentham, MA 02093-2107

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:11/03/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CA03273640 order number, I have contacted burton on multiple occasions and have attached proof of live chat conversations with them confirming they have received my returned goods, but yet are still not refunding me and have cut off communication with me as well. I have emailed them numerous times as well with no response and have not been refunded a dime for my merchandise which is in their hands. (brand new, unworn, unopened merchandise was returned)

• Initial Complaint

  Date:10/10/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on October 3rd through Burton.com. However, no order update is ever received or anyone in Burton has tried to reach me about my order status for the following week. The only thing i can see is a holding charge of my order on the credit card. A week later, I contact Burton about my order, and not till then, they started to inform me that my order did not go through their system due to block by ******* and was cancelled. After I placed the order, I did receive contact from ******* asking me to endorse the transaction and I hit 'YES' (see screenshot 1), and the system also lead me to a page said my order was confirmed (see screenshot 2). Those message misled me to believe that my order was confirmed till I contact them a week later. Burton ask me to place the order again, however, the item went on sale before has already gone out of stock. I am complaining about this bad order experience and request the Burton to either fullfill the order that was "confirmed" by their system or bestow me a coupon of 30% (the item I order before was on a 30% sale).

  Customer Answer

  Date: 10/21/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a complaint against Burton Americas due to an unresolved refund issue.On March 22nd, 2023, I made an online purchase of snowboarding boots and bindings (Order No: US03163753) totaling $775.83. Prior to the purchase, I visited Burton's official store in ************* where a sales associate advised me to choose a half-size smaller than my usual size based on my foot measurements.After the boots had arrived and I had tested them for a few hours, I experienced severe foot damage, prompting an immediate return within Burton's 30-day return window. However, Burton denied my refund request and sent back both the boots and bindings without a clear justification.They suggested to do a warranty evaluation instead, which, in my opinion, does not address the issue. The problem here is not a manufacturing defect, but a result of incorrect sizing advice provided by their store employee.Despite multiple attempts to reach a fair resolution with Burton, including several email exchanges with their representative, **************, there has been no satisfactory resolution.Having been a loyal Burton customer for over 10 years, this disappointing experience has left me deeply unsatisfied and frustrated. I am seeking the BBB's assistance in obtaining a full refund for the product, given the physical harm caused due to the inappropriate advice given by Burton's staff.Sincerely,Misha

  Customer Answer

  Date: 06/30/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Burton incorrectly charges me on taxes and refuse to correct and refund. I live in ** and there is no tax on clothes. When I buy clothes alone on burton.com, burton does not charge any tax. But if I buy clothes with some other taxable items, burton will charge taxes on everything including clothes. It is a website bug which does not calculate tax correctly. I kindly requested for a refund of $17.05 but got rejected. Burton customer rep was very rude, he first suggested me to return my order, and then asked me to file a tax return myself. I do not expect this from a Burton rep, and I do not think that I should spend time and effort for Burton's mistake. I am very disappointed and would want a good solution with help of BBB.

  Customer Answer

  Date: 03/24/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The merchant sent me the wrong boot size.

• Initial Complaint

  Date:02/19/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings,I purchased Burton snowpants from ****************** and Sport on December 18th 2022. On their second use they proved to not be waterproof at all. The description of the snowpants says that they are waterproof yet the ones that I had were not in any way waterproof. I contacted the store and they agreed that the pants should be waterproof and suggested that I contact the manufacturer Burton. I contracted Burton and received a warranty claim number and mailed the pants to Burton. Burton emailed me back and said that they wouldn't warranty them and that there was nothing they would do. I requested a refund if the pants were not fixable as they were not waterproof as described. I called Burton and requested to speak to someone when they weren't able to resolve the situation I asked to speak with a manager. I never got a call back but did eventually get an email that they would not honor the warranty. I again asked for a refund. After going back and forth my last email to Burton again asked about my refund and they have not gotten back to me and Burton still has the snowpants. I want to be clear that these pants are not even water resistant - when water comes in contact with them it just soaks right through the material. I would like help in receiving a refund for the pants that they are either defective - not waterproof or the description of them is false as they are not waterproof. Either way they are not appropriate for their intended use as they are not at all waterproof. It has also been an exceedingly long time that I have not had a refund nor the pants in question. Thank you for your help.At the moment I am currently out the cost of the snow pants, the cost of shipping them to Burton and Burton still has the snow pants.

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I go to Burton store at 2022/12/1 exchange a woman STEP ON base on quality issue. Because the store did't have new item in stock so I give the old one to Burton store and the store say the new one will shipping to my address. Also will send me the tracking info when it has been send. I didn't get any tracking info until 2022/12/20, I call the store, then the store give me the tracking info. But the info show it's deliver at 2020/12/08. I was try to find my package but I cannot find.So, I calling the store again and the store say I need call customer service because the store can help me with that! When I calling the custom service first time they say will help me get a *** claim, if the *** say that package lost then Burton will send me a replacement. When I get *** claim it show the package it is lost, at 2023/01/05 I calling the customer service again and it say will send me a replacement. But I didn't get any update until I calling costumer service again at 2023/01/17 to check my replacement status. they say they didn't send me the replacement and will help me send the replacement. I ask for a email update, he said he will send me the email about the case number and the update by today or tomorrow morning, but I still wait fews day until I receive the email. after they send me the email update and the email say they cannot give me the replacement because I need call the Burton store.SO WHO can help me solve the problem? Store guys saids call the customer service, and customer service said go find the store, Then who should I talk with? I don't want to spend another half month to keep calling them and get nothing.So, I call then several times, but every times they didn't tell me their name or any case number, so every time they ask me for "who told you this" or "do you have a case number?", I don't have any information to help them track my case, and at the last call I ask him can you send me a case number? that's the only time I receive a case number.

  Customer Answer

  Date: 02/15/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:01/31/2023

  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.

  Order #: US03047571 | Order date: Jan. 7, 2023 I placed an order for Burton Ion Snowboard Boots and received what appeared to be a used product. After waiting nearly 30 minutes on hold, with Burton customer service, I finally reached a representative who asked me to return the boots and place a new order online. I returned the boots and a refund was issued, though I could not reorder the boots because they were now out of stock. I called Burton **************** again and was advised I could go to the Burton Store in *********, **** to purchase a pair of boots currently in stock since they were not in stock online. I was promised that Burton **************** would issue me a 30% discount.EMAIL COPIED AND PASTED "Hey ******,Thanks for reaching out today!I am sorry about the negative experience you have had with those boots. Go ahead and send me that order number once you place that order. I will be able to honor that 30% discount on the backend. I will keep an eye out for your response. Kind Regards"So I drove an hour each way to the Burton Store in ********* to make my purchase. I then submitted my receipt to obtain the promised refund. After submitting my receipt, I received the following email from customer support. EMAIL COPIED AND PASTED "Hey ******,Thank you for reaching back out!In this situation the purchase from the ********* store is partner, not a flagship and is out of our jurisdiction. I unfortunately cannot refund you from my end on this purchase. I am sorry for any miscommunication there. This case has been escalated and a supervisor should be reaching out to you this afternoon regarding your purchase. .."A supervisor then called me and informed me that she had listened to the phone call I had with customer support and that I was advised incorrectly and at this time there was nothing they could do. Burton owes me $57.25 and refuses to refund it. I'd like a member of the executive office to contact me. Thank You ******

  Customer Answer

  Date: 02/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a luggage at the Burton Corporation, when they had a store at ******* Premium Outlet.It said i was entitled to a lifetime warranty.The luggage started showing some problems some months ago, so I decided to file a claim using the lifetime guarantee on august 2022, under RA (Return Authorization) # ******* and I have inserted additional information under # ******** on how to be delivered and what were the specific problems (August ****** attached).After that I was told to deliver the luggage to one of the flagship stores.I went to Burton ***, since its not available at my city (********** - **).At the store, I was received by the manager, who filed a warranty claim (claim attached) and said I would receive a new bag, shipped to my address, once received the new model on oct. 26th, and had left my luggage there, which was still in good usage condition, despite of the problem in the wheels and handle.After 2 months I still did not receive the luggage and have sent lots of emails. They said there was a problem with my old luggage, but they have assured me I will receive a new luggage and now they suddenly stopped to answer me. (November - December emails attached).I need the delivery of the luggage, but have no idea on how to proceed since burton does not answer to my emails anymore.

  Customer Answer

  Date: 12/21/2022

  I have not heard from the business in response to my complaint.

   

  I have bought one Burton Luggage with lifetime warranty. It has shown problems and I have filed a claim under the the lifetime warranty guarantee.

  In august I filed a claim in the website and planned where I should deliver my luggage. I have delivered it in the store, exactly as settled with consumer assistance, and received an RA# to be informed when delivered.
  
  In October the store, the manager received it, analyzed it, asked for the **** and said I would have it exchanged, as soon as the new model arrived on October 26th, and would have it delivered to *************.

  They informed my luggage was lost but I would receive another one. After that they stopped to answer my emails. and did not receive any luggage in my address, and they kept mine with them.