ComplaintsforThe Burton Corporation

• Initial Complaint

  05/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I bought 12 products on the Burton website (www.burton.com). About two weeks later, there will be a promotion on the website. There are bigger discounts. I contacted customer service and their feedback was that they couldn't do a price match. Let me return them and buy them again. I printed eight shipping label return labels. Because I need to pay 6$ per label. So I only used two return labels. A label, tracking number: (1Z5278Y49190722252) A total of 10 products were packaged and sent, showing the weight of 2.6kgs, the actual weight is about 19kgs, and all have been refunded. However, Another label, Tracking Number: 1Z5278Y49190442546. I returned two products (gloves and snowboard. I put the gloves in the snowboard box and sealed the box). Because the default weight of the printed return label is 2lbs. *** does not weigh the actual weight. Now the merchant only agrees to the return of gloves. The snowboard didn't give me a return, and the merchant refused to refund me because I used the wrong return label. ***'s investigation found that the merchant had received all of them. It's all about robbery.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased size 11 snow boots from burton.com. When it arrived at my house, I noticed the box did say size 11, but when I opened it up and tried to put on the shoes it read size 10. I called Burton to ask for an exchange, but they stated they first need me to purchase another pair of boots before they can exchange them. They stated that it would take weeks to get my money back which should be upwards to $600. I received the wrong size and now they are asking me to pay them even more money.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Transaction date : Feb 15th ******************** ******** I am writing to address a critical issue regarding my recent order with Burton. Unfortunately, there was a significant error with the shipping address, leading to the delivery being sent to an outdated location despite my attempts to update it on your website.Upon realizing the error, I promptly sought to cancel the order, only to find that this option was not available. Despite multiple attempts to rectify the situation through emails and phone calls to Burtons customer service, my inquiries were left unanswered or dismissed with vague responses citing busyness.This lack of responsiveness and failure to rectify the error promptly is deeply concerning. As a customer, I expect companies to have protocols in place to address and resolve such issues efficiently. The inability to cancel the order or update the shipping address within a reasonable timeframe is disappointing and leaves customers feeling helpless.I urge Burton to take immediate action to address this matter. I request either a full refund or delivery the products to the correct address. This incident has shaken my confidence in Burtons customer service and processes. As someone who regularly shops online, I understand that mistakes can happen, but it is how they are addressed that truly matters.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a jacket to match pants from Burton. This purchase between the two items pants were a gift totaled nearly 1000$. When I received the matching jacket the color didnt match. Was told to pay shipping and file a warranty claim with Burton after several poor customer service interactions. This cost an additional 40$ to ship both items to Burton to prove the colors didnt match. The initial ordering process was fraught with problems and delays so when they finally received both items they told me its not considered a Burton manufacturing issue and are sending them back and told me to return the jacket for a full refund but because I wore the pants I am stuck with them. I advised them to keep the jacket and just refund the money but they were rude and kept avoiding my calls and emails to save time and money. I would like to file this as a company that doesnt support their own product and treats customers like garbage, I want a complete refund immediately and for Burton to have to take the pants back as well. I was never offered a new order to resolve this issue and when suggested I was offered a mere 20% but had to keep the products I didnt want. Please help

• Initial Complaint

  01/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I was placing an online order and parts of the items in the order was under a 30% sale.The second I submitted the order those items went back to original price and the order went through without my permission and I was charged unwillingly to a higher price

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order online. Received a confirmation. Went through the validation process and Burton cancelled my order before I could verify with their third part company. They then sold my order to another customer.

  Customer response

  11/26/2023

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

• Initial Complaint

  11/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  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

  10/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  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 response

  10/21/2023

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

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 response

  06/30/2023

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

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 response

  03/24/2023

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

*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. ↩