Burton Reviews 

Utterly appalling customer service. Ordered a couple items paid £6 for next day delivery, arrived 3 days later. One item clearly misdescribed in listing and images. Decided to return and order a new size. Again paying £6 for delivery only for an incorrect item to be sent. Returned this. Overall lost £12 in postage and £4 in their mandatory return charge. Down £16, no items

Ordered some jeans from Burton's. Came next day via Debenhams delivery. Can't fault the product or the delivery. Spot on

We ordered some items via Burton, and one of them came with a manufacturing defect - shoes that had nails sticking through the sole. We emailed Burton with photo attachments of the nails poking through, and never heard anything back.

They just resell from other shops that may or may not be high quality, but you don't seem to get any protections if there's any issue, so for the future we will be avoiding Burton.

Just sharing my experience, the packaging was completely damaged on arrival, tbh, meaning I had to pay out of my own pocket. Really expected better.

Extremely disappointing experience with Burton, and unfortunately not the first time I've had issues with their returns process.

I placed a large order and returned all items except one, following Burton's returns procedure exactly and using tracked services. Both returns were successfully delivered, yet the refunds processed to date are nowhere near what I am owed.

While investigating the discrepancy, I also discovered a £17.14 "Delivery Protection" charge had been added to my order. I did not knowingly select this service and would never have chosen to pay £17.14 for delivery protection on a clothing order.

I submitted a formal complaint detailing all of the above and, 48 hours later, have received neither a response nor even an acknowledgement.

Having now read other reviews, it is concerning to see how many customers appear to have experienced similar issues with refunds and unexpected charges.

I will update this review if Burton provides a satisfactory explanation and resolves the matter in full.

***UPDATE: Still no word or apology from Burton - they refunded an additional amount but not the bogus 'Delivery Protection' charge. Will chase this via my credit card company. Very poor and underhanded from Burton

Poor customer services - totally unresponsive. I've now sent 3 emails. Returning an item is proving extremely difficult........Another 4 days later, and I'm still no further ahead. Been trying the Messenger option which is proving useless. Burton customer service doesn't give a hoot, the worst I've ever experienced. Never again will I purchase from this awful company.

Convinced this is a scam. Returned a product and not had a refund after 4 weeks. No updates on my account about even receiving the products which were sent using their preferred courier service. Thankfully paid on Klarna so cancelled it on there, I'd advise people to do that.

Avoid! Returned items 14/08, told I would receive my refund by 02/09. This has still not been received and Burton are telling me I can’t complain, can’t escalate the issue, and ultimately I just have to wait until they decide to refund me despite breaching their own terms and conditions.

I will be speaking to my bank to recall the payment. Disgraceful service from a high street name.

Ordered some boots for £14.95 and was not expecting much. They arrived in less than 25 hrs and are absolutely superb !! The quality is so much better than I was expecting for the very low price of less than fifteen quid . I would definitely recommend this company without hesitation !!

Still waiting for details hasn’t even started the shipping process 2 days after it was supposed to arrive which is pretty funny lol tried emailing them and no reply for a day and a half so far it’s like a bad comedy movie

Don't buy from Burton and Coast as they are under Debenhams. If you need to return or exchange then forget about your money because Debenhams will not return your money. AVOID.

Terrible service.

I have been a loyal Burton customer for years, but after this experience I will never shop with Burton again.

I ordered several items from Burton UK, and one of them was supplied by one of their partners. I need to return it, but they never provided a return label, and it's impossible to create a return online.

Their customer service is awful. There is no phone number to call—only a chat system. The AI chatbot keeps asking the same questions over and over, and when you finally get through to a human agent, it takes up to four days just to receive a reply to a single message. Even after all that, I still haven't received a return label.

If Burton sees this, send me the return label so I can return the item. You've lost a long-term customer.

Don't buy from Burton. I bought a pair of shorts online based on the same size I bought before. It was very small and it didn't fit. Burton refused to accept the return alleging it was in a light colour and it was not hygenic. Terrible customer service. 😡😡

Worst customer service. I returned item back in November 2025. I received the wrong size and was told there was medium was out of stock. Back and forwards with emails via sending copy of my receipt for sending item back just to go round in circles. Wish I had just gifted this to my local charity shop tbh , last email said they were very busy and there was a back log , strange from 2025 don't think so. Don't waste your money buying anything from this company. Complete waste of time !

The worst ever! Do not buy from them. Customer service is non existence. They delivered the wrong item. Been through to over 20 people in customer services (all via email as apparently phone don’t exist these). They’ve not refunded and failed to collect incorrect item. Complained to Burton but been put through to Debenhams and Boohoo. It’s been 4 weeks. They keep saying their hands are tied and they have to asked their supplier Rainbow Cosmetics. Then say I have to wait 3 days for a response. Asked to speak to senior management (lost count how many times I’ve asked) apparently they don’t exist either. Absolute shames. Do not buy. They will not send you the correct item and clearly don’t rectify or refund you. Leaving you out of pocket!

Wish I could give zero! Ordered an item but realised I ordered the wrong size. Requested to cancel immediately before order had even begun processing let alone dispatched however they refused and are now forcing me to pay to return an item I tried to cancel in the first place! Also had to pay additional delivery for the item in the correct size. Customer service have zero comprehension skills, or ignorance. Who knows.

Finn from their Customer Service Team was super quick to reply to my query and was able to resolve this really quickly!

not really happy with the delivery when you pay£2.99 it don't get dispatched until nearly a week later then put on a UK Super Saver Delivery: 7-10 Working Days this is not really how it works when paying.this should be a free delivery service

Genuinely just a scam company at this point? Ordered a suit for delivery that was expected no later than 11th April. Chased for an update when this passed and asked for a refund when I found out they hadn't even dispatched it by the 15th. They then created a tracking link which is staller on 'expecting parcel' and are refusing to refund or cancel the order. Customer service is non existent and likely will have to pursue charge back.

Ordered on the 3rd April. Was given an ETA of 11th which is longer than most other companies. No issue for me as long as the item arrives on time. It's now 4 days late and there is no sign. The only customer service contact is a bot on facebook chat. No phone number and no email contact. I've been told to wait until 3 weeks after placing the order in order to receive a refund which is frankly unacceptable in this day when other companies are now offering far superior services. Avoid.