ComplaintsforBurberry LTD.

Fashion Designers

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Initial Complaint
09/08/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a product from Burberry. They attempted to deliver it and since i wasnt home to sign for it, they took it to the *** store. I was a little busy and traveling and never got to picking it up. I called them a month later and *** says the package was returned to Burberry. Burberry claims they never received the package from **** *** confirmed I never received delivery of the package and Burberry refuses to refund me.
Business response
09/08/2022
Dear ****,

I can confirm that we are awaiting results from *** regarding your return. Once these results have been provided we will be able to move forward with issuing a refund to you. I can confirm that our Consultant, ******, will be in contact with you to inform you as to how we may proceed. Thank you for your continued patience during this time.

Thank you,

*********
Customer response
09/13/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
****** claims I received delivery of this item. This is incorrect. I will be happy to provide the tracking number that clearly shows it was never delivered and returned to Burberry

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************

Business response
09/14/2022
Dear ****,

I apologize for any miscommunication. ****** has confirmed that the parcel was never in your possession and was delivered to a *** Access Point. At this time, ****** has requested for your order to be processed for a refund. Please allow 2-3 business days for this request to be fulfilled. You will receive an email confirmation once the refund has been completed and the funds have been issued to you.

Thank you,

*********
Customer Service
Initial Complaint
07/27/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was really not happy with the response and solution from your staff and experience I received from all your colleagues. To start I was told I should fly to ******* and have them asess the issue. To **** calling me "Man" I'm not your friend and I don't identify with any pronouns so it was not such a nice way to be greeted or was any way professional. Then I was told by the manager at the outlets even with proff of purchase they still would not do a return or exchange there is no exchange policy so why would you and your team waste my time even if I did have proff of purchase to go to the nearest Burberry and have it inspected. I have been given several dead end options and this shirt I purchased was only $50.00 I have spent over $2,000 in merchandise with Burberry is various locations and for a $50.00 t-shirt I was mistreated and given inaccurate information. All I wanted was an assessment on a t-shirt with holes which I have multiple shirts and none have holes like this shirt has. I would expect more from a $215.00 shirt. I'm not satisfied and would like to further investigated and compensated for this. I'm going to be taking this to higher management and will be reporting the discrimination to the BBB.
Business response
07/27/2022
Hello,

Thank you for reaching out regarding this case. I can confirm that the client has called in multiple times and has not been able to provide proof of purchase which is what we would require to assist further. We have attempted to locate the proof of purchase for the client and with the details provided there is no transactions history.

After listening to the calls, the consultant did not tell the client to fly to ******** The reference was to visit the location where the purchase was made. In later calls he has said that he lives in **, we were able to provide him with several locations under 16 miles away from the clients home. The client refused to go to those locations to get an assessment of the item in question.

Should the client want to proceed with an assessment of the item as stated in the complaint, then I recommend finding the transaction history of his purchase and then bringing that and the item into the nearest mainline store for assessment.

This case has been closed.
Customer response
07/27/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

Business response
07/27/2022
Email sent to customer today:
Dear ***************************,

I hope this email finds you well.

I would like to thank you for your feedback that you have provided both to my team and the Better Business Bureau. I do apologize that this experience did not meet your expectations.

As far as the feedback that you have provided on our employees, this matter will be investigated internally, and I thank you for brining this to my attention.

Regarding the garment in question, without proof of purchase this case is closed. Should you be able to locate the proof of purchase we would be happy to reopen the case.

******************************************************************************************************************************************************************************************
Customer Service Manager - ********************
Customer response
07/27/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
07/21/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Burberry sold me a wallet with monogram letters on it. The monogram started to come off after THREE weeks. I contacted Burberry and they assured me that it was a simple issue that could be fixed by sending it out. I went into the store and dropped off the item, where they said they would send it out to the factory. For some reason, they decided they could not fix the issue and called me, telling me to come and get the item. They also would not replace the item, and basically did not want to be bothered by. Nothing was done, and I was sold a defective and poorly made product.
Business response
07/21/2022
Hello,

We have informed the client that the monograms on our items are not designed to last the lifetime of the item and will gradually wear as the item is used. We have offered a replacement to the client as a one-time courtesy, but should this issue reoccur, we would not be able to replace the item again. The client has accepted our gesture of goodwill, so we will proceed with issuing a replacement to the client.

Thank you,

*********
Customer Service
Initial Complaint
07/19/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 04/15/22 I've placed an order ******* for $2,290.80 which got delivered to me on 04/20/22. After 9 days we have decided to return whole order as we believe these items were not worth their price and the items looked different on the website than in real life. Using merchant's online portal for returns we have started the return for all three items and we have received return *** label with a tracking number ******************. *** came for the return and picked it up on 04/29/22. After about a month I've tried to speak with the customer service to ask for an update on my return and refund. Unfortunately, their customer service does not have access to almost anything besides the order details and it has been forwarded to the senior team. This is where everything starts to get complicated as there is no way to contact senior team/supervisor and customer representatives are unable to help me so I've called in about 10 times in total between 05/20/22 and 07/10/22 without ever receiving any update later via email about my case.
Business response
07/19/2022
Dear ******,

Please be advised that the return of your order ******* is currently being investigated by *** and our ******************** We will notify you via case number ******** with further information as to how we may proceed with this return and issuing a refund to you. Your patience is greatly appreciated during this time.

Thank you,

*********
Customer Service
Customer response
07/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I do not accept the response because it is exactly the same response I've been receiving from them for last 2 months. I've done everything correctly on my end with regards to the return therefore I want them to finally release my money as I can't afford to pay my credit card fees anymore.
-

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************

Customer response
07/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I will be waiting for an update.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************

Business response
09/28/2022
Dear ******,

Due to inconsistencies surrounding the return of your order *******, we are not able to proceed with issuing a refund to you. Additionally, I do see that a chargeback dispute was filed with your financial institution for this order so I would advise for you to liaise with their dispute department for further information regarding this matter as they will be able to provide you with an update.

Thank you,

*********
Customer Service
Initial Complaint
07/11/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of transaction : 6/7/2022, order # ********.Websites return portal wasnt functioning correctly leaving me to contact Burberry directly to process the return request for 4 items. Return package was dropped off 6/11/2022 @ 1:06 pm Est under *** Tracking #******************. Last status was on 6/13/2022 with the package being scanned in ******* ** @ 10:44 pm. There hasnt been any updates since then which leads to the conclusion of *** losing this package. I have been contacting Burberry on this matter which they claim an investigation was opened with *** on 6/23/2022, Ive reached out to *** directly on 2 occasions which resulted in being told no claim/investigation for lost shipment has been opened by either party. It is now 7/9/2022 and Im still being told Burberrys internal team is working this claim which doesnt exist. Ive lost count how many times Ive contacted Burberry both through email, WhatsApp, and phone about this issue but I have yet to receive any help. How is it good business practices to have the customer be out $3K+ when they followed all instructions when shipping items back? I dont work for *** and I cant file a claim as a shipper because the account belongs to Burberry. Ive been lied to regarding the status of this claim and have been denied requests to obtain this claim/reference # that they supposedly filed with ***, I followed the instructions provided by Burberry to include the packaging of the items and also provided Burberry with the drop off receipt when the package was received by ***. I demand a refund for the items I sent back and have been held unfairly.
Business response
07/11/2022
In any instance in which a delivery or return is reported as lost, we must allow *** the opportunity to work to locate the parcel or issue a claim confirming it is unable to be found. The relevant teams are investigating this matter and the customer has been advised that we will be in touch once we have reached a resolution. We are unable to take any further action until then.
Customer response
07/27/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Burberry claims there is an investigation through *** to locate this package but I have provided a screenshot of a conversation I had with *** that proves no such claim/investigation has been initiated at all. I've been lied to repeatedly on this matter and refusal to help even though this is out of the responsibility of the customer.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business response
08/01/2022
The investigation is being conducted with our internal partners at *** and is still in progress. Once we have received a resolution from their team, we will be in touch to discuss the options available. We are unable to proceed with any refunds or replacements until the investigation is complete.
Initial Complaint
06/28/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My Son purchased a pair of Burberry Canvas Shoes, the price of these are $490 for me in April. He purchased them as a gift in April but didn't send to me until recently. After trying on the shoes I could tell they were too small. I immediately called Burberry **************** so I could exchange them for a bigger size. and was basically told "too bad. They have a 30 day return policy. I told her most have 90 and the fact that I just got the shoes so how could I have known? I explained that I wasn't asking for a refund, just a bigger size. I then sent an email and was told by an automated response the same thing. These shoes are absolutely useless to me and it makes me sick. And btw, The shoes have all the tags, they're in the original box and I haven't worn them.
Business response
06/28/2022
Customer confirmed that the item was gift and was purchased in April and past our return policy. Due to it being outside of the 30 days we cannot honour a refund/exchange.
Customer response
06/29/2022
#******** No where on any of the paperwork included with shoes does it say you only have 30 days, and since I didn't recieve the shoes until the middle of June how could I return something I didn't have? They were a gift from my son.
Business response
07/12/2022
Dear ******,

Due to the shoes being significantly outside of the 30 day return or exchange policy, the shoes will need to be physically assessed by the store team in order to determine if an exchange may be granted. I cannot guarantee that an exception will be granted as this decision will be at the store's discretion.

Thank you,

*********
Customer Service
Customer response
07/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************
Initial Complaint
06/07/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Returned a bag for a reselect paid $1098.24 for the original bag received only $800 credit toward the exchange !! I have the original receipt showing what I paid ! So tore policy not listed and I wasnt informed of the credit not being in full .
Business response
06/07/2022
Dear ***,

I apologize that you have yet to reach a resolution with our *************** store regarding your exchange. I can confirm that our Management Team has contacted their team about this matter and we have requested for a member of their management team to contact you to further assist with this matter. As this was an in store purchase, regrettably our department has limited ability to assist; however, we will partner with the store for further assistance. Thank you for your patience during this time.

Thank you,

*********
Customer Service
Initial Complaint
05/18/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My return of two items were supposedly lost in the mail. The *** claim filed by Burberry has been approved for payment, yet the representative in charge of my case is attempting to deceive me into believing that the investigation is still ongoing in an attempt to deny me my refund, even though *** has confirmed to me multiple times it has been concluded. I believe their is fraudulent intent here, as there is no reason to hold my funds beyond this point.
Business response
05/18/2022
Although a claim has been issued, the investigation is still ongoing with **** The customer has been advised that we must allow *** to complete the investigation fully before we can proceed with any refunds. As soon as we have any additional information, we will be in touch with the client via email. This information has also been provided to the customer directly.
Customer response
05/20/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
02/22/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I got a Burberry purse as a graduation gift in December of 2020. After 6 months of (non consecutive) wearing it the leather started fading. I contacted customer service to see what they can do about it and they told me I had to visit a Burberry location to have it checked out. I was finally able to drop it off at the *****, ** location where I was advised it would be sent off for repair and there would be no cost because it was still under warranty. After a month I got a call the purse was ready for pickup. When I picked it up it looked even worse than before. They spray painted glossy black paint on the spots which stood out and ruined the appearance of the purse. I complained immediately and they said theres nothing they can do. I kept arguing that they ruined my purse and they said they would send it off for repair again because they wont take the purse back as it has no resale value now (Burberry employees words) this was a month ago and I havent heard anything back yet. On the same day I also emailed Burberrys customer service multiple times and spoke to multiple representatives over the phone and nobody was willing to help. On email they asked me to send photos and let them know which store location I was dealing with, which I responded to and never got a response. For a luxury designer brand you would think that paying a luxury price would get you some better quality but it was such a disappointment. As of today I still dont have the purse because they are not replying.
Business response
02/22/2022
I have reviewed this matter and found that a member of our customer service team has contacted the client confirming that the bag is ready for collection. Additionally, the store team confirmed they will be in touch with the client directly to advise of this as well. I will be reaching out to the client via email to confirm this.
Customer response
02/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The store location has not yet reached out to me. I had to call them to ask if the bag was ready for pick up. Also, just because the purse is ready for pick up does not mean the purse is in good condition. If it is still in the poor condition that it was given to me last time then I expect either a refund or a replacement. My issue is still not resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business response
03/07/2022
I have contacted the store team who has confirmed they assisted the client on 23 February 2022 in exchanging the bag. The customer picked out a new bag and agreed to the terms of this piece being final sale as it was an exception that was made for her. No further action is necessary as the client received a new bag less than 2 weeks ago to resolve the issue.
Customer response
03/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***********************
Initial Complaint
02/16/2022
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a scarf 12/24/21 one delivery attempt was made by *** and then I got an email that I refused delivery. I have not had them attempt to deliver again. I called Burberry twice to resolve issue without getting an answer. I do not have the scarf I ordered in Dec. but I have been charged. I want a refund for the purchase that I have not received.
Business response
02/16/2022
Hello, on the 9th of this month, you were advised via email by a consultant on the **************** team that your scarf was available for you to pick up at a *** Access Point. The address for this location was provided to you in that email. As it was not picked up, the Access Point has sent the item back to our warehouse and it is expected to arrive tomorrow. As the scarf was monogrammed and therefore final sale, our warehouse will be reshipping the scarf to you. We will provide you with the new tracking number once we have it so that you may check the tracking and delivery information.
Customer response
02/16/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have paid for my item to be shipped, I have contacted Burberry twice with mixed messages about red *** drying my item. This was ordered and paid for on 12/24/21. I am seeking a refund to my primary pay method.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Business response
02/16/2022
Hello, taking a look at the tracking number which was provided to you when the item was shipped, on the 11th of January, the tracking was updated that the parcel was delivered to an access point for your records. When you called in on the 4th of February, the consultant that you spoke to informed you that the parcel was being sent to the main customer care center and that she was working with ***. On the 9th, she provided the information of where it was being held for your records. She did also mention in the call that the item would be shipped back to you as it was a personalized item if the item was being sent back to us. When you check out on Burberry.com, a notice does appear that the item is final sale as it is monogrammed.

As for now, I can see that the scarf has made it back to the state where our warehouse is located and as I shared earlier, it should be delivered to the warehouse by tomorrow. We have already reached out to the warehouse to give them a heads up and request them to reship the item, per you conversation via phone with Val on the 4th of February. Once we have that information on tracking, we will share it with you as a refund is not possible on personalised items.

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