Burberry Group
Reviews and Complaints

I am totally disappointed by the service provided by your company staffs. I purchased a watch from London heatrow airport last year September and accidentally dropped and broke the glass. When I first walked into Burberry outlet in The Gardens Mall, the staffs did not take initiative to serve me although there were more staffs than customers available at that time. Perhaps it was due to my poor looking outfit compared to the other fashionable rich female customers. I then approached a staff member which then refer me to another girl (I think I shouldn't reveal her name until unless I'm required to do so, naming her Ms L here). I requested her to quote me the price of repair before proceeding as I understand that faulty caused by human's mistake would not be covered under warranty. She then issued me a receipt with reference number: 02759 and I was asked to wait for her call.

I didn't receive any calls even after nearly two months and I'm sure if I just continue waiting, I will need to wait for another century for me to see my watch again. The thing I don't understand is why it has to take two months to just quote a price. If I send it elsewhere i believe with that period of time i would have already got it back in a nice condition. Without further hesitation, I went to the shop again and on that visit i was asked to wait outside as drinks are not allowed in the shop. I stood at the shop entrance for more than half an hour and the answer I got from that staff was just: "Ms. L will call you tomorrow to tell you the status of it." Luckily this time I didn't have to wait for another two months, and Ms L really called and told that rm330 is needed to replace the glass as well as the stainless steel frame. I didn't want to take up this offer as I was informed that the materials used would not be from the original factory. So I requested to get back my watch and was asked to wait for her call when it is ready to be collected. After one week, I decided to call and reconfirm again if I can get it back soon and I was asked by another female staff to wait for ms L's call since she was on leave. Here goes another one more week. I wonder if I just blindly continue to wait, will I be able to get my watch back before it is totally outdated?

I really think it is time to reassess efficiency of your staff and repair service provided. I suggest that you can hire more staff if the current ones are overloaded by lots of works that makes cases as simple as quoting price like this pending for so long. I no longer see the professional, initiative and good promoting skill in your staff when I was buying bags in your outlet. Perhaps commission should be given to staff that handle warranty or repair service too to motivate them to serve customers who spend or to claim warranty equally good. I really hope that something could be done as I believe that a leading fashion apparel should provide an excellent service that is of good standard too. Thank you for your time and looking forward to get my watch back soon.

Do not order from this site http://www.burberryoutletcanada.ca/ you will loose money and will never receive the ordered product

My daughter purchased a shirt at Burberry Troy. When she tried to return it with the original tags, brand new, and in the original Burberry bag, they smelled it looked it over front and back. Then said this shirt is used. The same cashier Litza, acts this way everytime we are in the store. I think it's racial discrimination!

I really felt offended at the burberry factory shop in london today!

I am from china and I visited london during october 3 to october 11 with a delegation to observe the 41st wsi in london. On october 8, I went to burberry factory shop at chatham place with three colleagues.

When we got at the counter to pay what we decided to buy, we were informed by the security guard that we were not allowed to buy anything there because of me! They said they told me that I should never go to their shop to buy any stuff again and as I failed to do so, so my colleagues and I could not buy anything there! I was so confused then and asked when I was told to be away from the shop. It was their company policy. They said it wasn’t the first time I was there. But actually it’s the first time I went to london and the burberry factory shop! What’s the problem?! Then they asked me to show them my passport. Fine! The security guard asked my entry time and exit time. It seemed he discussed with his colleagues and after a few minutes, he said we can buy those stuff in the shop!

I really feel offended by them. And I can see they found they made a mistake but that security guard did not apologize to me at all! Only the saleswoman said sorry to me twice but I know it was not her fault. She was just being kind. So I asked to talk to the manager. The manager said that the security guard was just doing his job. I understood. But I said, after he checked my passport and realised I was not the one on the blacklist, he didn’t apologize to me and didn’t admit it was a mistake! The manager expressed that it was not right that he didn’t admit the mistake and he would talk to him later. I was hoping that both of them will come to apologize to me because I deserved a sincere apology. But to my disappointment, both of them chose to disappear. So I guess this is the image of the burberry! That’s it!

Actually, I felt a little threatened by the security guard when my passport was required. And not any comfort was delivered after they made a terrible mistake. I really think it’s necessary to train those people how to be people and how to respect others. And I doubt the quality of service of such a good brand named burberry!

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Caution: My experience with FragranceShop.com
I'm writing about my experience with FragranceShop.com.  
I'm only stating facts: 
I purchased from FragranceShop.com back in January. The item I purchased pictured a 3 piece set with a white carrying case. When my order arrived there was no white carrying case just a cheap plastic box. So, I contacted the company and let them know their advertisement was misleading and that I wanted to return the item. I sent the product back within the 30 day return policy. FragranceShop.com received the return on Feb. 18th it is now Apr. 16th. I was never issued credit for the return. I had to file a dispute with the bank. Then FragranceShop.com submitted false information to the bank claiming they didn’t issue credit to the Mastercard card I used for the purchase. They issued credit to an Amex card ending in 1001. First of all, this was my first purchase with this company. I have never used any other line of credit  with them only my Mastercard. I don’t even own an Amex card. I'm so confused on where they got this information from. I dealt with Natazia the "Customer Service Consultant" at FragranceShop.com. At first, she seemed very helpful but after I tried to explain to her that they issued credit to the wrong card. She cut off all communication with me. Then submitted false information to the bank to avoid issuing credit. The bank reversed the charge in their favor. To reopen the existing dispute I had to provide in writing proper documentation supporting my claim. I also included a copy of the original invoice, tracking information and all my email correspondence with this company. To date I have yet to receive my credit for the return. FragranceShop.com kept the return and my money. Hopefully, the bank reviews my letter and reverses the charge back in my favor. This is so frustrating all I want is my money back. I'm writing this complaint just to warn any potential buyers to BEWARE! 

I have brought a pair of boots of Burberry in Bicester Village London on 10/11/2010, merchant I D is 4664678. I only wear it on limited occasions, however only after one month, the logo on the boots were dropped off. I have written email to them at [[protected]@burberry.com], but they only told me that I can return it within one month however I missed it. I required agaom to them for repair it or other solution they may have. But no response any more. I am so disappointed with their attitude, not mention the poor quality!
I also told them that I want they to find out the item code/article number of the boots which I brought, so that I can ask for help to Burberry in China. Disappoint again! They haven't make any response to me no matter I sent more emails to them!
I hope I can get help here. My contact email is [protected]@hotmail.com or laura.[protected]@tycoelectronics.com.

I purchased a coat for 1800.00 through the website. They didn't include a garment bag. I inquired about getting one as I've gotten coat bags through other retailers for coats that cost a fraction of this price. A month later, they finally told me that they won't provide me a bag.

I purchased a jacket online with Burberry and returned it 28 days after I received it. Burberry sent the jacket back to me more than 2 months later without any notice, stating that their 30-day policy begins when the item is sent from the warehouse. I was shocked that they hold consumers responsible for items that aren't even yet in their possession. With Burberry, shipment takes at least 5 days. Of course, I thought that the timeline started when the product was delivered to my house. Their return policy is inherently unfair and misleading as it's not actually a 30-day return period, but 25 days or less.

I bought a handbag, supposed to be a burberry's python leather one, on the following web page: http://www.burberryoutletonlines.com/. I bought it saturday 11th, I didn't get any mail which confirmed my purchase, however, I paid it with my visa and tctechnology putian ch charged it that same day. I am used to buying things on the web, never had a problem and this time everything seemed strange from the beginning. I've sent them several mails and didn't get and answer and I have just found out this complaint web page where i've read this same situation that has happened to other people. I've lost 178€, about 200$. Is there anything I can do? There are other burberry outlet pages similar to this which are the same freak: http://www.burberryoutlet-uk.com/, http://www.burberrysuk.com/, they are all the same. I feel terrible, and very stupid. It's been not even a week since I placed the order but, after reading the opinions of other customers, i've lost any hope I will receive the bag.

Hope everybody reads these experiences and do not commit the same mistake.

Angeles from spain

Dear madame and sir,
I am Azza EL SAidy. An egyptian woman, and i have a complaint to say to the big and the famous burberry store. In 30/9/2009, i bought a burberry bag from the free zone of charle de gaulle airoport in france and one day i found a big blue spot on the tow sides of the bag without any reason so i went to Kuwait and i ask a specialist in the burberry magazin and unfortunatly he told me that there is no cure because this spot came from a bad reaction with clothes and the bag, he added that this is a common complaint also in kuwait . Now i ask the burberry sotre how come a bag with 250 euro can be damage in this way konwing that there wasn't any instructions when i buy it, where is the customer rights and how you protect customers?!.
I ma waitting for any reply on my email([protected]@yahoo.com)
Best regards
azza el saidy
25/5/2010

I purchased a Burberry Jacket from one of your outlets at Freeport Braintree December 2008.
I only wear it on limited occasions, above the collar becomes very stained and "grimey". I also wear a Lacoste jacket of similar material without any "staining".
This jacket has been dry cleaned 3 times but becomes stained very quickly after dry cleaning.
I would expect the appearance of a quality manufactured jacket from Burberry to last longer than two or three "wearings" before requiring cleaning.
I have attached a picture of the jacket collar area.
Look forward to suggestions to resolve the complaint/problem.
Emailed to Burberry 31st. January

Reply 17th. Febuary

Thank you very much for your email. Please accept our sincere apologies for the delayed response.
Consulting our quality department for quality control, we have been advised that this staining is wearing tear rather than manufacturing fault.
After every dry cleaning, the fabric of the jacket is usually fading, since dry cleaning destroys the fiber. This is the reason why the jacket would stain more and more easily after each dry cleaning.
Usually, Burberry's dry cleaner is reproofing jackets and trench coats after dry cleaning in order to protect the fiber and make it more resistant against stains.
Regrettably, we are unable to help with the jacket, since it is out of Burberry's one year warranty.
We sincerely apologise for any inconvenience this may cause to you.
For further assistance please contact our customer service associates on +[protected] or email us again at [protected]@burberry.com

Kind regards,
Customer Services Advisor - Retail UK/Europe.

My responce

If your quality control department is admitting to fading because of dry cleaning,
why oh why do you use material that requires dry cleaning!
I am not happy with your explanation, I am an active subsciber to Which magazine, I am considering involving their expertice in the matter.

Looking forward for an acceptable solution to a problem that should not be evident to a "leader" in fashion apparell.

Reply 4th. March

Dear Mr. Stewart,
Thank you very much for your response and please accept our sincere apologies for the delay of our response.
Please be assured that we treat all complaints very seriously and that the appropriate action will be taken to ensure that this matter is being investigated.
Furthermore, we have contacted our Quality Assurance department at our head quarter in order to seek a convenient solution to this incident. The Quality Assurance department has advised us that they would like to take a closer look at the garment.
Therefore we would kindly advise you to send the mentioned jacket to our Quality Assurance department
They will inspect the jacket and will provide you with feeback as soon as possible.
We hope this meets you well.
For further assistance please contact our customer service associates on +[protected] or email us again at [protected]@burberry.com
Kind regards,
Customer Services Advisor - Retail UK/Europe

Phoned again 30th. March
Once again promises; refuse to give contact details of supervisor