Burberry Service Reviews 

Sadly like most reviews on here i have to rate Burberry products and customer service as very poor. One star is too many!!
Bought a very expensive scarf in March 2023 as a one off luxury present.I have noticed a couple of holes appear in the fabric.- quality obviously not very good

Contacted customer services who sent a response saying basically it fair wear and tear and fobbed me off.Even suggested taking it to a taylor to get repaired
The scarf has been worn about 10 times maximum which makes a mockery of their response
My advice to anyone considering purchasing any items from Burberry is to avoid at all costs and choose someone else. Their products are over priced and poor in quality. Customer service is non existent- i am putting it down to a lesson learnt on my part but hopefully can help others with this review

Steve D

If I can rate it 0 I would. I've have had a very very bad experience with BURBERRY. I purchased a Scarf Online paid alot for it, worn it once and it started to fall apart.

Trying to get a refund as only has it for 1 month but refusing to. Tried PayPal, Fair Trading, bank, burberry isn't responding to them. THIS COMPANY IS A SCAM DONT PURCHASE FROM THEM!

Very terrible company I purchase the book short and returned it because it was not my size ( too small for me) they deliberately took pictures of a different item I did not send and refused to give me my refund which is so unfair to me!

Avoid at all costs. Purchased bottle of perfumes with next day delivery, didnt arrive then got cancelled. Its nearly 2 weeks now since purchase was made and no refund. Customer service is just a disgrace. Was told to contact my bank about refund. They make a mess and expecting you to sort that out for yourself.

Avoid. Purchased perfumes, next day delivery which didnt happen. The following day my order was cancelled. No contact from their end, no explanation. You would expect better customer service.

I bought a jacket from you not long ago, I bought it through FarFetch and noticed the logo patch on the chest is already falling apart. Letters are peeling off. Shocking quality - no wonder Burberry is revenue is tanking.

Went to the concession of burberry in Selfridges , the SA was not really keen to sell i asked for tie and he was like we only got two options and then dnt even offered to show them and said check online i was like yaa why do i need u these people just dnt wann no skills

That would be the first and last time i am buying from Burberry. I bought a bag and the stitching was so bad people would think it is bootleg. Granted it was from Outlet, I would still think it would be of better quality. I was advised to visit the store for “inspection” and the manager told me that that is why “these bags are sent to Outlets because of the bad stitching.” If I knew that the rejects were sent to outlets, I would just pay extra for better quality bags. I am now embarrassed to use this bag. I contacted Burberry, and was told that they could not do anything, not even a strap replacement or free return shipping. They advised for me to go back to the outlet store and ask for a refund but it is not guaranteed. We both know that they would not refund me my money since the tag is not attached anymore. I guess they do not stand by their products. This is bad business for me especially for products that cost this much. I have $100 bags that are of better quality than this. Horrible customer service. A replacement strap would’ve been nice and would’ve solved everything. Will never buy anything from Burberry. Their products definitely not worth the price.

Update: Perfume finally arrived after 2 weeks. It smells nice, but I will never use Burberry again.
Awful service. Ordered perfume. Confirmation email came but no notification of when it would arrive. Couriers came when I was at work, and left a note stating they would try the next day. They did not. They leave a tracking number, so I went to check the tracking but they wanted to charge me to do this! Who does that?! So I contacted Burberry and have been given the run-around ever since. Rude and patronising staff, and still no sign of my perfume I paid nearly £100 of my hard-earned cash on. I do not recommend and will never use again.

Terrible service! Ordered a trench coat, when I received it I was so disappointed. Not wrapping no garment. When I asked for it, they said they will ship a garment for me again, but it’s an empty box when I received it. I am asked for them again, they sent me another package but I don’t receive it bc they sent to a wrong address.Poor service! Will not purchase anymore.

Avoid avoid avoid … DO NOT BUY FROM BURBERRY… bought a handbag in February from Harrods online, the bag is falling to bits no joy from Harrods regarding a refund… no joy from Burberry either!!! Have seen better fakes do not waste your money

Awful! How is this company getting away with it when it’s supposedly a reputable global brand?

I’ve had problems from the start of the online order and it’s all been ordered through the genuine company website, now returned a bag for a refund over 3 weeks ago and they aren’t refunding me, it is a significant amount of money. Going to contact Trading Standards. I strongly advise no one to order anything online here.

Burberry bag that cost more than $2,400 deteriorated as though it were a cheap knock-off. Company’s attitude after seeing the damage? “Too bad, so sad.” Tried unsuccessfully to attach pictures of the cracked, peeling material used for the signature plaid surface.

Terrible service. Ordered a pair of sandals for my husband's birthday, express shipping should have meant they arrive on Monday or Tuesday after a Friday order. The WhatsApp service and phone call provided little insight into where the package was and when I could actually expect to receive it.

Bought online from what I thought was from Australia given the website was au.burberry.comm I was charged the right amount but overnight I was stung by my bank for a $44 foreign transaction fee. For what I paid for the item, $44 is nothing but it’s a matter of principle and open disclosure. Nowhere along the purchase and payment process was this mentioned. And so I contacted both the bank and customer service but both play the “it’s not our fault” card.

Whilst the charging is outside of Burberry’s control, Burberry should be very well aware that such charges do exist. In my opinion it is Burberry’s responsibility to make its customers aware of these charges.

It is a matter of informed consent of the charge at the payment screen, especially when your website markets itself in the Australian au.domain and suggests customers to buy online when it is out of stock in stores. As a consumer, if I’m buying from an Australian domain, then I don’t expect to be charged an foreign transaction fee and that there needs to be a level of transparency on the part of the supplier to let the consumer know.

Customer services reply was to direct me to the Terms and conditions online. Really. They expect every customer to read their terms and conditions before placing an order. Wouldn’t it be more upfront and transparent by putting this when the customer makes payment.

Purchased Burberry swim shorts last year from flannels. Within less than 10 wears, the drawstring has completely frayed. Contacted Burberry customers services, who first advised I needed to visit a concession store 30 miles from where I live to have the item inspected. I called the store prior to setting off and they said they would not be able to help and I'd been given incorrect advice. Via email, i've had dialogue with a customer service representative and have showed images of the item. After 3 or 4 emails, they have come back to me saying that it is wear and tear and not their problem. Just to clarify, I am not after a refund or a new pair of shorts, I want to purchase a new drawstring, so I can get the shorts repaired and wear them in future. However, they have stated they cannot provide this for me, hiding behind the fact this seasons swim shorts will be slightly different to last seasons (I have checked their website and they are the exact same shorts, with the exact same drawstring). Basically, they cannot be bothered to sell a drawstring to me. Now I'm left with a £290 pair of swim shorts, stuck in a draw and wont be able to wear them. Suffice to say, I will never purchase another product from Burberry in future, as I can't trust the item wont last more then a few wears and the aftercare just isn't good enough, considering the high price of the items. If anyone is considering buying products of Burberry, don't bother.

Never received my order. CS is very nice and responsive but they tend to put all the blame on their shipping partner despite that your contract is in between you and Burberry. They violated my consumer rights and willing to offer no resolution what so ever.
Extremely disappointing!

Buy in store, never online unless you want to waste your money.

update:

So arrogant....

They deliver your package to someone else and this is how they conclude the communication:

Thank you for your enquiry regarding your order 20505526.

Further to the email of 4th May, I would like to further confirm that our investigation process has now concluded and the result stands.

We received confirmation that all aspects of the shipping and delivery process were completed and have ascertained that there was no discrepancy in the findings of the investigation as confirmed to you in the email of 4th May.

As previously mentioned, we will not be offering a replacement or refund on this occasion and will not be unable to enter into further discussion on the matter as our investigation is complete.

As such, this is Burberry’s final position.

Sincerely,

Lyndon
Customer Service Management

Such a disgrace! Carys was nice but in the end decided to hang up on me.

Purchased a men’s hoody recently on their website. It arrived on time and was exactly as described…. It was also packaged nicely which was a nice little touch. Thanks

It is well worth buying great quality designer. Some designers you just paying for name but not with burberry.