My feedback regarding an unpleasant and…
My feedback regarding an unpleasant and disappointing experience at the Burberry store located at 121 Regent Street, London.
Two weeks ago, I scheduled an appointment with the tailor to adjust my trench coat. This appointment took place today, 30 October 2025, at 4:00 PM.
However, when I arrived, the service I received was disrespectful and unprofessional. The staff member who assisted me was indifferent, unhelpful, and showed no willingness to support my request. I was then informed that the tailor was on holiday, which made the appointment pointless and a waste of my time. If the tailor was unavailable, I should not have been given an appointment in the first place.
Why the appointment was scheduled if the tailor was on holiday? When I said this the staff member replied that “everyone deserves a holiday.” Although this is true, this response felt dismissive and unprofessional considering the situation.
Instead of offering a proper solution or rescheduling, I was advised to find a private tailor elsewhere. For a luxury brand, this suggestion was completely unacceptable, especially after making the effort to book and attend an official Burberry tailoring appointment.
I also felt discriminated against based on my appearance. I came directly from the gym and was dressed in simple sportswear. From the way I was looked at and spoken to, it was clear that I was being judged and not taken seriously. A customer’s value should never be determined by clothing or image.
I am a client of brands such as Prada, Gucci, Louis Vuitton, Celine and etc… and I have never been treated this way in any of their stores. This was my first purchase from Burberry, and it will definitely be my last.
I own an aesthetics clinic in London, and I would never treat a client differently due to appearance or financial status. Every customer deserves respect, dignity, and equal treatment.
I hope Burberry addresses this issue so that no other customer experiences similar discriminatory behavior.
