Burberry Group
Reviews and Complaints

I find your latest advert showing a person with a double mastectomy totally repulsive and am shocked that this is being used to normalise such a radical choice. How is this in any way relative to fashion?

You need to employ different people to design a more appropriate advertising campaign. There is no way I would consider buying anything from you.

My best friend and I both purchased the Hero cologne at a Macys during the first week of April this year. These colognes were new in box, never used. Sticker with number 1335 at the bottom. 3.3 oz.

I have used a lot of good colognes in my lifetime Polo, various CK fragrances, Lagerfeld, Aramis, Bulgari, etc. This Burberry Hero is by far the worst cologne I have ever used in my life. It's lasting power is about 15 to 30 minutes at best. My friend agrees. It's embarrassing that you are selling a cologne like this for $100 at the store.

1. Purchased the Burberry bag at Burberry Valley Fair store in CA, USA, Dec 2014.

2. After few years (bag is hardly used) we noticed of zipper buckles oxidizing.

3. In 30/7/2019 - Emailed to 'asia.[protected]@burberry.com' complaining on the oxidizing zipper buckles. We were advised to contact a local Burberry store in Australia.

4. With job relocation and Covid 19 pandemic wasn't able to contact Burberry Australian not until 24/6/2021.

5. Burberry Australia told us to go to a third party bag repairer for $400 at our own risk. We insisted that this a plating problem and Burberry should shoulder the repair cost and guarantee not to damage any part of bag during repair.

6. We've been in discussion with Burberry Australia for almost 4 months and even contacted Burberry Europe but Burberry is very hard on us and want us to pay the $400 repair cost with the 3rd party repairer, and that we declined.

7. We cannot use this bag because of that ugly zipper buckle which is fully exposed to the public. (There was an occasion that we used the bag, and we were asked that if it was a fake Burberry bag, it was an embarrassing situation).

Any help to get this bag repair is much appreciated. Thank you.

I would like to start off by saying that I purchased a lot of items from Burberry over the years. A few years ago, I purchased a small Burberry umbrella that was a perfect size to fit into my bag. I already had the large one, but wanted a small one as well. After I used it a couple of times, it broke. The umbrella was defective because the metal piece that holds the fabric broke off. I went to the store right away to get it repaired ( all high end company’s repair their products and no one even asks for a receipt) I was told that they do not repair umbrellas and basically told me to leave. A few more times I went to the store and had a horrible experience. The staff was always rude and made me feel embarrassed. They looked at me as if I were a beggar off the street. Not once did anyone tell me to bring the receipt for an exchange. I even asked my mom to go to the store and she had the same horrible experience. After that, I never wanted to go to any Burberry store . A few years later, it looked like the company made some changes, so I decided to bring the umbrella to the Soho store. When I walked in, 3 associates were standing around doing nothing. I came up to them and explained the situation and that I needed to repair my umbrella. Again, I was told that they do not do repairs. I asked to speak to the manager, and to my surprise the manager was one of those 3 associates that herd the entire story and said nothing until I asked to speak to a manager. She told me that they do not repair umbrellas. I asked her to take a look at my umbrella so she can see that it was a factory defect. She made a face and said ew, I’m not touching someone’s old stuff. Afterwards, I called customer service and explained the situation. The girl from customer service emailed me a few times and told me that the store has to make the decision. Three weeks passed and no one called me back. I emailed the girl from customer service to follow up about my case. I got a reply from a different customer service agent telling me that he’s taking over the case and since I no longer have a receipt, there’s nothing that they can do. Basically the company is not taking responsibility for selling defective umbrellas . The store keeps saying to contact customer service, and customer service tells you to go to the store and show the umbrella. Yet when I tried to show the umbrella to the store manager, she said ewww and refused to look at it. I called customer service and spoke to Daisy the supervisor. Again, I explained the situation . Her reply was that they need to see the umbrella to determine if it was a factor defect. I explained that I already submitted pictures to customer service and she can go back and look. Instead of looking at the pictures, she tells me that I have to take it to the store and that she can’t help me. Burberry is a horrible, dishonest company that sells $320 umbrellas that break and doesn’t repair them. It was a complete waste of time calling customer service because they are NOT going to help you. At the very least, recommend a place that will fix the umbrella. I would love to return all the Burberry items I purchased over they years because I can’t stand to look at them after the experience I had. I have never been treated this way in any store. The reason I buy luxury items is because of the quality. When you buy luxury items, you expect them to last. And if they do break, I always had them repaired at the store without any issues. Gucci, LV and YSL even ship it back to you . Even small privately owned shoe boutiques do repairs.

On the 25th of October, I and my partner visited the Burberry store in Manchester city. I was in need of a new coat as my present Burberry trenchcoat is looking a bit worn. I have to say that the shop assistant who dealt with me was very good at his job. However, after spending well over an hour in the shop, I had finally settled on the trench coat I was to purchase. The problem occurred when we got to the till area, the assistant was just about to wrap my coat when I spotted a flaw in the fabric on the arm of the coat. The assistant took it away to try and remove the mark to no avail. At this time I had already paid for the coat. As I and my partner had spent so much time choosing the coat and my heart now being set on it I asked the assistant if a discount would be a possibility. With this he went downstairs to ask the relevant person. He then came back and offered me a five percent discount. I found this very low under the circumstances and suggested a ten percent discount. With this he went down again, when he came back he informed me that the female assistant would not discount the coat any further. I just felt very annoyed with not only the time wasted but the fact that the money had already gone out of my account. This problem could have been spotted sooner if the lighting throughout the shop was adequate. My main issue however is the lack of give from the shop assistant on the floor below. I have a busy schedule and felt very aggrieved at the time wasted in the shop.

I purchased a polo in Chicago for $319 and worn it twice. My partner noticed 6 or 7 snags in the back. I got very insecure and when I took it off I realized the front had a giant patch on it with snags and piling like someone took a shaver to the shirt. I was very pissed and when I took it back to the store they claimed that my bag caused the ware. Excuse me [censored] but I'm pretty sure my $1700 bag wouldn't damage a shirt in that way. I have piqued cotton shirts from bonobos and other companies and have worn it with my bag and have experienced no piling nor any snagging. So we traded it for another polo which was about $100 more expensive. I brought it home and it already magically has snags on the front already. Who the f**** sells a polo for $425 that acts like a cheap knock off. Will never buy from Burberry again. I will stick with Versace, Gucci, and louis Vuitton because atleast they make quality items that won't break after one evening out. :)

I just very upset with the service of the customer service relation Shane and manager regarding my 2 handbag purchased in the store. I bought 2 same kinds of bags for me and my mother for mothers day present . One of the bag came with design strap and my mom was telling me that her bag did not came with it. Today I call in and Shane ask me to return the design strap because he said it was not supposed to come with it. I felt that the manager should handle this matter better instead of ask me to return product immedietly, I felt that they made mistake and I was accuse for not being honest. I will not buy any of your products anymore.

I brought in my Burberry bag to get a hardware replaced - the hook fell off so I couldn't close my bag anymore.
When I picked it up 3 weeks later, they replaced the hook to a button buckle which was not what I was told would happen.
I brought it to their attention and they admit that they should have contacted the client before replacing the entire hardware. They replaced it to make it functional but completely changed the design of the bag.

Hi - I am Noura Antoun and I am resident in Dubai, UAE. I bought a Burberry shawl from Galerie LaFayette Bld Haussman in Paris on Sunday 14 October 2018. I remember it was a display item and it was the last piece in the retail. However, when I returned back to Dubai, I realized that the item is defective. There's a scratch in the shawl next to the Burberry tag.

I am very disappointed as the shawl was very expensive, and at the same time I cannot go back to Paris in the near future to exchange it. Note that I still didn't wear the shawl, it is still a brand new item. I am attaching few pictures for reference.

Please let me know if I can refund or exchange the shawl in a local retail in UAE. I am not happy because it's defected and I am not able to wear it.

Please advise asap. Thanks
Noura
+971.52.677.4712

Hello there,
I am incredibly dissatisfied by the service I have received at the Burberry store in Knightsbridge. I bought a suit that was for my graduation, so it was rather a special occasion. The suit was fitted and altered. When It was being fitted, I specifically asked the young man to turn up the trousers on the suit with space for me to take them down. This would allow me to keep the turn up style that I prefer, but still with material to take them down if I so wished in the future. As I said, this was an important event and I gave Burberry more than two weeks to complete the tailoring to a good standard. I came back close to the graduation date to find the suit had been tailored wrongly - without a turn up, with material cut to short for the turn up to be incorporated and with enough space to take the trousers down if I need to. I'm incredibly angry. The fact that your staff think that an acceptable response was simply an apology. I've spent money on a suit and I come to Burberry for quality and for 0 mistakes. Yet I have left the shop worse of as a result of your employee's negligence. I then spoke to the manager about the issue, to which I was made to seem like the unreasonable party. Anika told me that she would try to source a new pair of trousers and that she would get back to me by the end of the day via text, failing to do so she would definitely have the issue resolved within the week. I head nothing that day, and nothing three weeks later. I am now not only annoyed that your staff do not care that a customer has spent a lot of money on a suit, which due to their negligence has left me in a position where I've now lost the investment - as a long lasting item that can be further tailored if needs be; but I'm also disgusted that Anika herself has written this issue off and has simply said ‘we've said sorry, that's it'. I'm a loyal Burberry customer and this has been the worst experience I've had. I had to take the suit that day because I needed it for the Monday, three days away with no time to have another suit altered.

Hi,
Please pass the message to your managers who's able to resolve my issue cause I want to complain one of the customer service agent name Dario and your warehouse in Canada. I purchased a rain boots (order number #4048031), but the warehouse sent me the wrong one and that's got confirmed from Dario (I did attached pictures to show her). This mistake was created from your company but looks like your company doesn't want to take any responsibility to resolve it. Reasons from below:

1. The warehouse must check and confirm before ship out the order.
2. Dario is keep telling me to return the wrong item but that's not the way to resolve my issue cause I'll lose my favorite style item but no correct item to replacement. Also, lose my time to do the return. Then your company have big responsibility to find the different way to resolve my issue. If she doesn't know how to resolve then should ask any manager who's able to help. That's fully her responsibility.
3. I replied her email at last Thursday May 24, but I never receive her update reply till today. Your company providing the good customer service is ignoring the customer when your company made mistake? Please advise.

Thanks
Carmen

What's wrong with your models on this website? They look like they are high on drugs, unhappy, and malnourished. Please take a look at your models. Maybe the photographer telling them to look serious, but it comes off as unhappy and high on drugs! I asked several other people to take a look at the models and they all agreed and were in disbelief. Please re-evaluate pictures placed on your website.

Concerned costumer

hi, my name is Andre carter i purchased a bottle of Burberry cologne from Burberry on November 20, 2017 for my father as a birthday gift and realized the spray pump did not work 3 days later when my father tried to use it i immediately tried returning it, but was unable to do so cause the receipt has been misplaced i'm contacting you guys in hopes to get one in working condition. Thanks

I visited the Burberry Store at SouthPark Mall in Charlotte, NC. I took my trench coat in with me to order a buckle as the cleaners lost mine. I ordered this buckle on September 12, 2016 through a employee named Christopher. My order number is [protected]. It's been a little over a year now and I have still yet to hear anything from anyone. I have called a couple of times and they always say that they will check but I never get a return call. As much as customers pay for your merchandise I would think you would offer great customer service. I am still waiting. What do I need to do? Please help!

My wife Nadine bought me Burberry After Shave at Malaga Airport on Saturday 16th September. It was E55. She was told that she would get a free gift. It was a set of small Burberry toiletries. When we got back it was a small canvas bag which we can't use. We would like the toiletries please. We are good customers of Burberry, indeed you are my favourite brand. Many thanks, Adrian Poole, 63 Grantham Avenue, Great Cornard, Sudbury, Suffolk, CO10 0ZG. [protected]

I went shopping with my friend at Yorkdale and we went in Burberry to take a look. An Asian guy helped us. As my girl friend was trying out different clothes, the sales would touch her on her shoulders, back and hips which i found was very inappropriate. She also felt very uncomfortable, but did not want to make a scene as we rushed out. I think this was unacceptable.