Burberry Service Reviews 397

Terrible customer service and poor quality products. The leather on my Burberry Prorsum jumper (which has been stored like all of my other jumpers with leather) began to peel and flake away. I went to the Burberry flagship store with it and they asked me to email them directly with images, only to then be told that they would not do anything about it. Not what you expect from such a high end fashion house.

Terrible Customer Service – Refusing to Refund a Faulty Item

I am extremely disappointed with Burberry’s customer service. I purchased a leather bag just two months ago for my birthday, wore it twice, and it has already developed noticeable marks. When I contacted Burberry about the issue, they refused to offer a refund or exchange, claiming it was “wear and tear.”

To make matters worse, they now say the bag is made of sensitive leather—something they never mentioned at the time of purchase. Had I known it was so delicate, I would have reconsidered buying it. A high-end luxury bag should be designed for regular use, not fall apart after minimal wear.

Their customer service has been unhelpful, dismissive, and unwilling to take responsibility for selling a product without properly informing customers about its fragility. I have contacted them four times, and they keep repeating the same excuse rather than addressing the issue properly.

For a brand that markets itself as luxury, this experience has been incredibly disappointing. I would not recommend shopping at Burberry if you expect quality products or good customer service. I will be escalating this matter further, as consumers should not be misled about what they’re buying—especially at these prices.

Avoid Burberry unless you want to waste your money on a product they refuse to stand behind.

Due anni di tranch indossato 6 mesi in totale completamente rovinato (colore blu completamente scolorito). Mi dicono che deve essere re impermeabilizzato (dopo 2 anni?) poi mi dicono che è la stoffa poi mi dicono che è la lavanderia (lavato 1 volta per portarlo in negozio). Torna dalla re impermeabilizzazione che sembra un cencio. Mi lamento. Mi dicono di scrivere al servizio clienti il quale dopo due settimane mi dice che devo andare in negozio. E con questo Ping pong chiudo il mio apprezzamento per il brand

Commande d'une sacoche pour Noël. Date initiale de livraison prévu le 23 décembre.
Résultat article jamais reçu, le service client vous fait patienter pendant 1 mois avant de bien vouloir effectué le remboursement.
Et la encore, on vous annonce encore 7 à 10 jours de délais pour recevoir le remboursement.... (toujours pas reçu)
Quand on demande un petit geste commercial en dédommagement (Remise sur un prochain achat ou autres) ou vous dits juste non pas possible (alors que d'autres marques beaucoup moins prenium le fonds directement)
Bref vraiment très déçus du services client et de ces marques qui se positionne sur du prenium (tout du moins sur le prix) sans se doter d'un services client à la hauteur

Service client incompétent. Malhonnête et ne propose aucune solution concrète pour un article défectueux. Un scandal.

Je suis consterné par le service client de Burberry. J’ai commandé une ceinture le 15 décembre (commande n° 21183885) et voici le déroulé de cette expérience cauchemardesque :

Colis perdu par le transporteur : Dès le 19 décembre, UPS n’a plus donné de nouvelles de mon colis. Malgré mes nombreuses relances auprès de Burberry, il a fallu attendre plusieurs jours et plusieurs appels de ma part pour qu’une enquête soit enfin ouverte.

Absence de solutions concrètes : J’ai demandé à plusieurs reprises soit une réexpédition de l’article à une nouvelle adresse, soit un remboursement immédiat. Malgré ces demandes claires, le service client s’est obstiné à attendre les conclusions de l’enquête avec le transporteur, reportant constamment la faute.

Réexpédition bâclée : Lorsqu’ils ont enfin décidé de dupliquer ma commande, ils ont ignoré mes instructions de livraison et l’ont expédiée à l’adresse initiale, où je ne pouvais pas réceptionner le colis. Pire encore, ils ont bloqué la livraison jusqu’au 6 janvier sans raison valable, alors que le colis était prêt à être livré bien avant.

Communication inefficace : Tout au long de cette expérience, le service client s’est montré lent, incompétent et incapable de résoudre le problème de manière proactive. Mon impression est qu’ils cherchent uniquement à contenir le mécontentement des clients sans apporter de véritables solutions.

Pour un produit à 450 €, j’attendais un service irréprochable à la hauteur du prestige de la marque. Ce n’est absolument pas ce que j’ai vécu. Burberry a non seulement perdu mon temps, mais aussi totalement ignoré ses responsabilités contractuelles.

Je déconseille fortement de commander directement via leur site. Le prestige d’une marque ne devrait pas s’arrêter à la qualité des produits, mais inclure un service client à la hauteur. À éviter !

Matéo C.

I order a belt, they lost it in our warehouse. Tracking status is ,,package Awaiting Carrier Pickup,,. But they say they'll sort it out with the delivery service. They won't give the money back until they find it. I need to wait … it was my birthday present.

Service client déplorable
Une commande de deux articles pour un anniversaire la boîte d emballage très abîmée déchirée et le message d anniversaire qui devait l accompagner inexistant
Bref le service client ne veut rien faire !!!!
Au vu du prix des articles ce sera mon unique commande chez eux
Je ne recommande absolument pas c est pas du tout à la hauteur de leur image

Poor Customer Service!
I bought a baseball cap online, I contacted the CS team asking them to contact the warehouse team to pack a dust bag before the package send out but they said this is not the service they could offer and asked me to contact a nearby shop directly. So I called the New Bond Street store 3 times but the line once again connected to the CS team again! The CS team took down my message & said someone from the store will contact me but it never happened! This very disappointed me so I wrote an email to their Customer Service Team & complained about the poor service & stated my request again for a dust bag. But their answer was very unhelpful! They said they unable to mail me the dust bag & also unable to reserve 1 at the New Bond Street store & this is my decision whether I should spend 3 hours to go to London as this is not guarantee the store manager could give me 1😓! I can’t believe this is the customer service that a luxury brand provides. I don’t think I will buy their product again. When you purchase luxury brands you are not purchasing their product alone but also their service! This very very disappointing me! No wonder Burberry’s sales & revenue is continuing to drop! I wish them good luck!

Ho acquistato un portacarte per regalo il 16 ottobre, luogo di consegna un’attività commerciale, dopo non so quante telefonate e mail al servizio clienti per sapere dove fosse finito, visto che mi occorreva per il 26 ottobre…niente il niente il 30 gli dico tenetevelo ormai non mi serve più!!! Bene il 4 novembre ricevo il pacco il 6 novembre lo rimando indietro,,ieri 25 novembre ancora non c’è il riaccredito…chiamo stamattina il gestore della carta e mi rispondono..l’intenzione c’è ma non lo sbloccheranno prima del 5 dicembre ….beh mi avete visto una volta e state bene cosi…vi state tenendo i miei soldi senza motivo visto che il pacco lo avete ricevuto…un mese e mezzo anzi al riaccredito saranno quasi due…fate schifo

Like many other reviews, I was inconvenienced by the required signature, no changing the delivery address and no text updates by UPS. I took a day off from work to be available. I understand some may be dishonest to receive free products so I get the signature requirement. Fast forward to opening the package. It was my daughter’s 18th birthday and with family around, she opens the gift- handbag with no handbag strap to carry it! I called Burberry customer service immediately. I was informed that the rep would have to speak with Fulfillment to locate the strap. That would take 24 hours. It’s been two days; no follow up from Burberry. I emailed at 24 hours and received a message prompt that it takes 48 hours for an email response. So, two days later, no response from Burberry, no strap to carry the brand new handbag and it’s personalized so there are no refunds. I would not recommend buying online. If you love the brand, find a store and go in-person.

Per reimpermeabilizzare un impermeabile orginale (per altro a pagamento) viene richiesta una prova di acquisto. Come se avessi potuto conservare lo scontrino di un capo per diversi anni; tra l'altro gli scontrini si scoloriscono con il passare del tempo.

I paid for a bag for my wife's 50th birthday and it never arrived. I had an email to say that it had been delivered when it had not and the UPS tracking system says that it was signed for by somebody with a completely different name. The fact is that it was not signed for and neither Burberry or UPS will accept any responsibility. Burberry are hiding behind the UPS submission of GPS location for our building. UPS say the same but won't acknowledge that a false signature for a different name has been used.
So, as long as you have a GPS recording of being outside a building, this constitutes a successful delivery. My GPS put me outside Buckingham Palace the other day but it doesn't mean I was inside having a cup of tea with the King does it??? Disgusting service from both companies.

Habe den Kundendienst angeschrieben, um nachzufragen, ob die Stoffdicke variiert. Anna vom Kundendienst in Frankfurt ist gar nicht auf die Frage eingegangen, weil der Kauf über Luisaviaroma abgewickelt wurde. Das ist sehr kundenunfreundlich. Das war der letzte Burberry Kauf in meinem Leben.

This company has the most pompous shipping policy I have ever encountered. I ordered a new bottle of Hero Eau (really, really good stuff btw, that’s why this is 2 stars instead of 1 star). On the website it says all shipments require signature. No biggie, I thought, I will just do an authorized release with the carrier and get it delivered without a signature. My partner and I both work long hours and cannot possibly be home for a delivery window for something as unimportant as cologne.

Come to find out, THEY SPECIFICALLY BLOCK CARRIERS FROM DOING AUTHORIZED RELEASE!!!

Inconvenient, unnecessary, and downright pompous.

I had to call customer service and the best they could do was send it to a shipment center and I can pick it up there during their hours. All over a bottle of cologne! Its not diamonds, its not booze, its not a firearm, its a bottle of smell-good spray!

I recently had a package that was 4x this value delivered via authorized release without any issues. There is no possible argument here for “value of the package”.

Get over yourself, Burberry. This is nothing but a headache for your customers. I’m buying from a retailer next time.

Ich habe bereits einige Male im Store Düsseldorf eingekauft, immer ohne Probleme. Bis jetzt! Ich habe unteranderem ein Tshirt gekauft mit dem ich total zufrieden war und extra nicht so oft getragen habe und dementsprechend auch nicht so oft gewaschen. Ich habe es stets nach waschanweisung behandelt. Dennoch haben sich einige qualitative Defizite gezeigt, nach nicht einmal 4 Monaten. Danach habe ich es dem Kundenservice angezeigt und nach 14 Tagen wurde mir mitgeteilt, dass es angeblich ein Experten Team der Qualitätssicherung nachgeschaut hat und angeblich anhand meiner mit gesendeten Fotos erkennen konnte, dass es ein, ich nenne es mal, Anwendungsfehler ist und normale Gebrauchsspuren bzw wie ich es gelagert hätte. Bei einem Tshirt von über 500€ ist das, meiner Meinung nach überhaupt nicht zufriedenstellend dem Kunden gegenüber, da es keinerlei Anzeichen eines entgegen kommen gab. Desweiteren habe ich dann zurück geschrieben, dass ich das nicht inordnung finde und die Entscheidung überhaupt nicht nachvollziehen kann, darauf wurde nicht mehr geantwortet, wirklich ungenügend.
Ich persönlich werde in zukunft auf andere Einkaufs Alternativen zurückgreifen, da es auch nicht mehr die Qualität ist, die es vor einigen Jahren mal gab. Echt sehr sehr schade.

Pantoffel sind oben gerissen;
Karton, Sack alles vorhanden, leider Rechnung nicht. Wer kann wissen, dass die Schuhe so schnell reissen.
Burberry will nicht einmal die Schuhe ansehen, ohne
Anspruch geltend gemacht zu haben.

Le service client le plus médiocre au monde est bien celui de Burberry !!!
Recrutez et formez vos agents !
Quelle honte !

Horrible customer service from “Kim” manager at Burberry concessions Valley Fair. I saw him mistreat an employee in front of me when I was browsing through the items. People should be treated like people.

Commande effectuée avec une personne aimable mais aucune aide pour la livraison!
Retard puis dépôt en point relai fermé
Obligée d'attendre 3 jours pour la réouverture du point relai!
vacances retardées! merci UPS et merci BURBERRY
très très déçue