Burton Snowboards Reviews 237

I purchased a pair of Burton Step On bindings in February 2024 and, after very light use (approximately 15–20 days total), one of the structural parts has deformed and shifted, affecting the safety and proper performance of the binding.

After sending photos and videos to customer service, I was informed that the replacement part will not be available until November, and in the meantime the only solution offered was a 20% discount code for a future purchase.

Honestly, I do not believe this is an adequate solution for a premium product from a brand like Burton, especially considering the very low usage.

I have recommended the Step On system to family and friends on several occasions, and even purchased a full Burton Step On setup for my wife this winter, which makes this disappointing after-sales support even more frustrating.

The product itself is excellent in terms of comfort and usability, but the handling of this issue by customer service has been clearly insufficient.

Burton eu, do not reply to email or issue refund , I brought a pair of new boots that I wore for less than 1 hour and were faulty, they could not repair as had no spare part , so return the boots and asked for refund and then the stop answer my emails or refund my money , going to have to go down the charge back route like others , should not be this way

They live of their legacy now, the quality decrease over the years is so significant it's unbelievable. Not to mention the customer service.

Imagine getting the following from Burton after your complaint:

Hi David,
I am sorry to hear that you are not satisfied with you StepOn system.
Unfortunately we can not accept returns of used products.
Please refer to our FAQ for more information:
Burton.com Returns | Help & FAQs | Burton Snowboards AT
Again I am very sorry for your experience, If you really do not want to use the StepOn anymore I would advise you to sell it to someone who does.
Kind regards,

Xxxx
Burton Guide - Summit Team

Shocked after being a Burton customer for years.

2027 will not be a Burton year for me.

That was a big surprise for me that they have such a dreadful customer service in Europe. Their Austrian based online shop it total rubbish. They ignore phone calls, they take agent to respond to emails, they delay orders and and they hugely delay returns and refunds. That total mess and horrible customer service.

Extremely disappointing product and customer service.
My son purchased Burton snowboard boots late last season and used them only a handful of times. The BOA system failed and the back of the boot is already torn. A product at this price point should last far longer than a few uses.

Customer service was just as bad as the product. The representative was hard to hear, showed no interest in helping, offered zero solutions, and essentially blew me off. There was no effort to stand behind the product or the brand.

Burton markets itself as a premium, reliable company, but this experience says otherwise. Poor quality, poor support, and no accountability. I will not be purchasing Burton products again and would strongly caution others before doing so.

Similar story as everyone else, the UPS courier missed multiple delivery dates to the UK, so I requested the package to be intercepted and returned to Burton before Christmas for a refund. Almost two months later they are still holding my £600 hostage.

Completely useless support refusing to investigate the refund any more, even though they have confirmed they have the package back in the warehouse, along with the UPS receipt.

I've now initiated a Chargeback through my card company, which I'd recommend anyone else to do suffering this situation. Unsurprisingly they've still not responded so are making me wait until the very end to get my money back.

Sent me free BOA string replacement for my busted step on boots.. thank you

I’ve been following the Burton brand since the late 80’s and their integrity in the snowboard community is unmatched. The team of product designers, pro snowboarders, marketing, logistics, retail, and management that I’ve met are among the happiest people in terms of quality of life and job satisfaction.

Burton offers the world’s most serious collection of cutting edge products often tested for years before coming to market, by the best snowboarders on the planet.

Burton lives what they sell. A snowboard company owned by snowboarders and run by snowboarders.

I’ve owned quite a few Burton products over the years and have always come back for more but the customer service on my latest purchase is non existent. Burton messed up the UPS order and as the sender they are the only ones allowed to alter the details. This is standard, which is fine. Mistakes happen, which again is ok if it gets put right. Getting hold of someone at Burton to put right is impossible (at least from the UK). I was told a few days ago it had been corrected and I’d get a new delivery date, spoke to UPS today and they’ve received nothing from Burton. Maybe I’ll get the stuff in time for next season. Piss poor from a “premium brand”…

Bought their Expedition Gloves for £200+ for a Heli Ski Trip. They are terrible. Hands are freezing in just -5. Not fit for purpose. Customer service just ignoring my complaint despite 5 emails.

I was a long-time customer and supporter of this brand, but this experience completely changed my opinion.
I reported a clear product defect and provided video evidence showing the material deteriorating on its own. Instead of properly reviewing the issue, customer support hid behind policy requirements and sent me a generic care guide, which was both irrelevant and dismissive.
This is not a maintenance or storage issue it is a clear quality failure.
Offering a discount instead of taking responsibility is not a solution. After this superficial and irresponsible handling of the case, I will not be purchasing from this brand again, nor would I recommend it to others.

Terrible experience ordering a fairly premium item from what I thought was a reputable brand.

My order has been stuck at customs since last week. No UK contact number, and only one single response to my support emails in the past week - a generic response which didn't answer my query at all.

My order's not going to arrive in time so I'm now trying to cancel it - let's see how that goes...

Edit: of course it arrives after I cancel it. The product is no better, a 'premium' product covered in low-effort AI slop.

Burton.eu

Having spoken with UPS, I was informed that Burton had a "batch of orders this week which had incorrectly completed customs declarations". Parcels were then stuck at customs waiting for the information.
Having raised cases via their website and tried many times over the phone to reach someone there to complete what must be a reasonably simple task, I've had no success with getting any sort of response.

Burton: Please contact me.
people are waiting on their gear for trips which is stuck waiting at customs. Please respond to your support cases asap! It's not good enough customer service!

GB01640065
GB01640531

I am waiting for a refund for none delivered gloves after one month of emails.

I have placed an order #US04248824 from Burton.com and, just 6 hours later, realized it wasn't the product I actually wanted.
I requested an immediate cancellation, before shipping, as is the case with practically any reputable US store.

To my surprise, Burton responded saying they couldn't cancel and that I would be obligated to receive the product anyway, even though everything was within the timeframe and before shipment.

This policy is absurdly rigid, outdated, and completely out of line with American e-commerce companies, which mostly allow cancellations up until the moment of shipment.

It's the first time I've seen a company refuse to cancel an order placed just a few hours earlier.

Disappointed with the lack of flexibility and the feeling that Burton ignores the consumer.

I won't buy from them again and I don't recommend them!!!

The support team at Burton is just great. They're quick to communicate, and it genuinely feels like they want to help you.

I don't think the purchase price and warranty are in line. I had a zipper break on a jacket that was originally $200+. I thought sending it back to Burton would be a good idea, right? Uh,..no! They want more than half the price of a new jacket to fix the zipper. Not to mention their responsiveness should be rated at zero. The people are nice enough and super informative.....just not responsive. My jacket has now been in custody since January 2025. If I didn't like the jacket style so well, I'd tell them to go fly a kite.

I purchased a top-of-the-line AK jacket. Before storing it for the summer, I washed it in the machine, carefully following the instructions on the label. Afterwards, I noticed the jacket was covered in tiny cuts. Given that it's a Gore-Tex shell, this makes it completely unusable.

This is a jacket worth around 500 euros, intended for professional use, so expectations were high. I filed a complaint, and the response I received was that the damage was caused by a snowboard. First of all, the cuts are not located in areas typically affected by snowboard contact. Secondly, to cause that kind of damage, I would have had to wrestle my snowboard in a full-on brawl.

Never again. I own other jackets — not Burton — that are far more durable and high-performing. If you aim to be a premium brand, you seriously need to reconsider your choice of materials.

bought a pair of Burton Photon snowboard boots, supposedly among the best on the market, for 5,000 SEK. After just a few days of use, they broke – something you would never expect from a premium product.

When I contacted Burton for a warranty claim, I was met with cold customer service and zero willingness to take responsibility. Even though it was clearly a product defect, they refused to replace them or offer a reasonable solution.

I used to have high expectations of Burton, but after this experience, I’m extremely disappointed. It seems their customer service doesn’t care about their customers at all.