ComplaintsforBurberry LTD.
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Complaint Details
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Initial Complaint
09/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a $500 gift card from Burberry website several years ago. Recently, I was told that the card is no longer active, and I can not use it anymore. There was no prior warning to me that the gift cards would ever expire, and no warning written on the card itself. I'm not sure this is even legal.Business response
09/12/2024
Dear Team,
I was very sorry to read about your experience with your gift card and Id like to thank you for taking the time to bring this to my attention.
After looking into this issue further I am sorry to confirm this gift card was loaded and used. Gift cards are treated the same as cash and we do not have any available options for you at this time. The client reaches out in case ******** and has been told this info. Please see attached screen shot.
Please do not hesitate to contact us should you require any further help or information.
Sincerely,
*******
Burberry **************** *******Customer response
09/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
I have never been to *******, neither have I purchased the bag in ******* Burberry Store. The gift card is with me all the time and never left my wallet. If it was stolen and used by someone else, then there was an issue with the security of Burberry's Gift card. Customers should not buy GC from **********************.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
** *****
Initial Complaint
07/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We went to Burberry at the *********************, and did a return on 05/12/24 for the amount of $657.00. We were told they could not give us a cash refund and that we would be receiving a check in 6 weeks. Which would be around June 23. I have called multiple times and they took down a message stating that the store manager would look into the check refund and would call us back. We are now coming close to 9 weeks with no resolution, and no callback. We went to the store on Sunda July 7th, and we were told that they would look into this during the week. Here we are close to another week with no response. Greatly appreciate your time and assistance. Thank you.Business response
07/12/2024
Hello *****,
I will be happy to expedite the check for you. I will personally call and email you my details to ensue you have a point of contact from Burberry.
*******
Customer Service Manger
Customer response
08/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Good evening, I am reaching back regarding the complaint # listed above because the offered resolution has not been provided by Burberry. I have not received the refund check yet.
I greatly appreciate your time & assistance.
Thank you,In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
08/23/2024
Dear *****,
Please be advised that a check was issued to you on July 24, 2024. This check was shipped via *** and was delivered to a *** Access Point on July 26, 2024 and appears to have been collected by you on August 22, 2024. If you have not collected this parcel, please contact our *************************** by phone **************** and provide the representative with the reference number ******** in order to report this matter.
Thank you,
*********
Burberry Customer Service
Customer response
08/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***** ******Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
06/13/2024
Manual Refund processed 6/13 for the amount of ****** ARN ***********************Customer response
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
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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 response
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
04/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
01/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 response
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
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
12/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
11/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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
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Customer Complaints Summary
50 total complaints in the last 3 years.
14 complaints closed in the last 12 months.