Burberry

Review: I purchased a sweater at Burberry Outlet [ store [redacted] ] at [redacted]. It was on SALE.

Purchase date:9/**/2014. I wear it 2-3 days on normal condition , around 10/*/2014 at Maryland . then I come back [redacted] of [redacted] on 10/*/2014.

I don't know why this sweater come out so much balling-up.

the label of this sweater write THAT main fabric : 85% Merino wool 15% cashmere.

Depend on my experience , this style swearter have the problem of quality. this appearance is out of the normal quality.

I paid 371.68USD to buy this swearter. but wear 2 days. it looks like so bad and Cheap quality,

I contacted with Burberry service center ( [redacted]) from 10/*/2014

They refuse me refund at [redacted]. Burberry require I bring this sweater and my cridit card to USA Burberry store to do refund if they check the quality is bad.

Otherwise, I only can change a new one at [redacted] if Burberry have the same style stock at [redacted] when they agree this sweater have quality problem; or I can choice another style product, I can pay for the price diffrence, but they need check this swearter ORIGINAL price at [redacted] Burberry store.

so I follow their system, went to Burberry [redacted] Oriental Plaza Store on 10/**/2014. Let Burberry [redacted] Store to check this swearter quaility. Burberry a [redacted] serve me.He took photo of my sweater , record the problem, and told me, he will follow up, he will wait his company answer and check this sweater price for me.

then I got a calling from Burberry Service center ( phone: [redacted]) on 10/**/2014.

A Lady explained they accept to change another product for me, but I will pay for the price diffrent, and this sweater is on SALE at [redacted] Outlet,

the current price is 3300RMB. I can choice a product, pay the price ( the new product price deduct 3300RMB).

Above prove Burberry agree this sweater have quality problem.

so I think I have Statutory rights to refund it.

1. Why they refuse my requirement? I told them my situation, I am not at American. I can mail this sweater and my cridit card to American. ask my friend to follow up this refund. but they refuse me, Burberry require that I need be American Burberry store.

2. their Service center explained. they will check this sweater ORIGINAL price at [redacted]. Why their service staff told me , she only can check this sweater currently price?

3. Burbery [redacted] center team told me, I can do return at any Burberry [redacted] Store. But the [redacted] store [redacted] told me that I only can do return at DUTYFREE store at [redacted] when the communication begining time.Desired Settlement: I send this sweater to Burberry [redacted] store. Burberry refund 371.68 USD (or RMB )to me.

Business

Response:

Dear [redacted],

When I telephoned the number listed on the complaint, I spoke to [redacted](friend?), who had no knowledge about the complaint. She stated that [redacted] mentioned that she would ship a sweater to her. I have asked [redacted] to speak to [redacted] and contact me when she receives the sweater.

Please feel free to contact me with any questions you may have.

Thank you,

Consumer

Response:

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

I can accept Burberry requirement: I have to do refund at USA. so I mail my sweater to my friend home ([redacted] )

Burberry should have same standard to judge the product quality.Burberry [redacted] store already checked this sweater, go through their process, they agree this sweater have quality problem.

can I refund at burberry store which close with above address ,not only limited at Burberry Outlets store. Or Shipping to Burberry store for my convenient.

I wrote a email to Burberry [redacted] ( [redacted] )on [redacted] OCT.

I am waiting her reply.

the Burberry business can directly contact with me by [redacted] or call my mobile +[redacted].

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

Sincerely,

<

Consumer

Response:

At this time, I have not been contacted by Burberry regarding complaint ID [redacted].

Sincerely,

Review: Dear Sir/Madam,

I’ve purchased a Burberry winter puffer jacket that has a defect. I’ve contacted the company store, to which I was told I had to bring the item in for an evaluation, after an hour of driving I arrived at the store and asked to speak to the store manager and was directed to [redacted], [redacted] presented herself as of the [redacted]. To which she said she had to contact the customer service to find out if there were any defects in that batch of winter coats, after over 30 minutes of waiting [redacted] Simon, replied that there is nothing that can be done and if I’m not satisfied with anything I should contact customer service turned around and left. This customer service I’ve experienced from a reputable company like Burberry is simply unacceptable, not only was I treated in a wrong [redacted] I’ve spent a lot of time getting to the store for no help. I’m seeking your help in this [redacted] since I’m within company’s warranty policy.

Sincerely,

[redacted]Desired Settlement: honor their warranty and provide excellent customer service

Consumer

Response:

At this time, I have been contacted directly by Burberry regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

Someone called and promised to call back in a few days, again it has been weeks since without any calls or resolutions. Worst company I've ever dealt with

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

Sincerely,

Business

Response:

Review: I purchased over $1000 items from Burberry. I returned about 800 worth of items due to bad fit, item not being new. There were multiple issues I experienced:1. Inaccurate record of shipping date. The return slip they provided indicated that the items shipped on December **, 2014. However, I received a separate e-mail indicating that they items shipped on December **, 2014.2. Items were sent to me with tags that were removed. I indicated that on the reason section of the return form.3. Items were received more than 10 days ago and I have yet to get a refund. When calling customer service, they were not able to give me an answer as to why even though the items were received more than 10 days ago.Desired Settlement: I want a full refund of the items I purchased through an electronic credit back to my card immediately. I will not take a store credit or mailed in check.

Business

Response:

Dear [redacted],A refund was issued when the items were received at the warehouse; however, due to a system issue, the refund did not go through. Burberry has now issued a manual refund in the amount of $815.10.My sincere apologies for the inconvenience caused.Should you have any questions, please do not hesitate to contact me.Kind regards,[redacted]

Consumer

Response:

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

1. As of 1/**, I have yet to receive any refund credit.

2. The amount that will be refunded does not match my calculations. It appears, they are only refunding me for the clothes, and not the shoes. The total should be closer to 1200-1300 in refunds. They are only refunding me around 800. In my complaint, I mentioned that one of the shoes they sent me was not new and already had the tags removed. The other pair had the tags still attached. They should be refunding me for both pairs of shoes in addition to the clothes they said they would be refunding me.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. All payments were credited back to me this morning.

Sincerely,

Even though I purchased a really cheap item (one baby shirt) I feel I should still complain. I never got my item even though [redacted] said I did. I sent an email to costumer support and she told me they will contact and investigate and get back to me. Never did.
I never got my item, I wasted my money and I had [redacted] customer service.

Review: I placed an order [redacted] and it got cancelled soon after without giving me a specific reason. I believe I input my bank information correctly.Desired Settlement: I need an answer from the order support team to explain me exactly why my order was cancelled. And how can I make successful purchase in the future.

Business

Response:

Dear [redacted], Thank you for bringing customer, [redacted]'s, query to our attention. After further looking into the details of the case, the customer's online order was cancelled as the shipping address entered was to a freight forwarding location. As per Burberry's Terms and Conditions, we are unable to ship to freight forwarding addresses and will need to cancel orders upon review. A cancellation email was immediately sent to the customer, to notify him the order was cancelled. We understand the customer would still like to place orders through Burberry.com and we are in communication with the customer to confirm a secure shipping address for his future purchases. Please let me know me know if you have any further questions. Have a happy new year!

Review: At about noon on Oct *, 2015, I went into Burberry Outlet in [redacted] and purchased an antique rose printed dress. I paid for it with cash, and I still have the reciept. As I tried the dress on again at home, I realized that the cashier had left the security tag on! There is a name on the reciept that says Jack, although I am not sure if Jack is the name of the cashier or the sales associates who helped me find my size. I guess the cashier was too distracted chatting with me about my university and asking about my opinion of the school and trying to impress me with his university plans about transfering to a university in Fullerton or to one in Stockton or Santa Barbara as if I cared, that he left the security tag on! I am livid that such a mindless mistake could happen at such a luxury store.Desired Settlement: I would like for someone to "finish the job" of checking me out by removing the security tag when I re-visit the store, even if the tags have been removed, since I paid for this dress, and I have to drive 50 minutes from my house to get to the store, and then spend another 50 minutes to drive home. I would also like an apology for such awful customer service.

Consumer

Response:

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

Sincerely,

Review: I bought a $595 Burberry Coat on 11/* from the Burberry Store in [redacted] in [redacted], **. I was concerned about the overall sleeve length and fit of the coat and was told that I had 30 days to return the coat if I changed my mind. The salesperson assured me that Burberry stands behind their consumers and their products. Seventeen days later, I went in to return the coat because I had not worn it and decided that this was not the coat I wanted. I went into the store with my receipt, the original tags, and the coat in pristine condition. The [redacted] came out and rudely told me that since the tags were not attached that I could not return the jacket. This return policy was never stated to me and is in small print at the bottom of the receipt. Not only was I treated extremely rude but I was lied to regarding the return policy. I spoke with 2 customer service associates who did not want to do anything regarding my complaint. I feel very insulted about the way I was treated and am stuck with a brand new $595 coat that I will never wear.Desired Settlement: I would like to get my money back for the full amount of the coat as I was deceived regarding their return policy and a luxury brand should stand behind their consumer and products.

Business

Response:

Hello,Thank you for your e-mail.After speaking to the [redacted] of the store, I have been informed that a full refund was issued approximately a week ago.If you have any questions, please do not hesitate to contact me.Kind regards,[redacted]?

Consumer

Response:

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

Sincerely,

Review: I placed an order online (order number [redacted]) with Burberry on January [redacted] and this is how the checkout page showed: Standard (Estimated Shipping 3-5 Days), and it is still showing up that way during the checkout process if you check out now. I need to wear the item I ordered on January [redacted]. I figured that if it is delivered within 3-5 days I should be OK. When the item is finally shipped out on January [redacted], it is estimated the delivery won't be done until the week of January [redacted]. This will cause a lot of trouble for me: no item to wear on the [redacted] and I need to make arrangements (including paying extra to UPS) to have it delivered to anther address since I won't be able to receive it at the original address. That is 10 days, not 3-5 for Burberry to deliver a belt I paid full price for. I called customer service to see if there is anything that can be done about it. They simply said sorry there is nothing they can do. Anyway, I would expect better service from a luxury retailer.Desired Settlement: either deliver the order before January [redacted] or compensate for the trouble I have to go through to find alternative and have UPS change delivery address.

Business

Response:

Review: Ordered a tote bag and a watch from Burberry. I received the package and it was missing the watch. I called and emailed MULTIPLE times to customer service. They told me to wait for their investigation, then after it was done they told me that they will refund and CONFIRMED it when I called them. Now when the refund has shown up, I emailed them again and now they say they won't refund me? It is ridiculous that they are wasting my time and now they are refusing to refund me because of an error on their part?!Desired Settlement: Refund me back my $1,250!!!

Business

Response:

Dear [redacted],

I am sending you this letter in response to complaint ID [redacted].

We would like to thank you for contacting us in regards to Burberry.com online order [redacted], placed by [redacted].

Our notes on the order indicate the customer contacted us on May [redacted] to report that article [redacted], the City BU 9381 Chronograph watch was missing from her package. We confirmed with the customer we would do an investigation and that UPS would be in contact with her as well. The investigation was started on this day.

Our warehouse checked our records as well as the weight of the package. They found that all items shipped out and the weight of the package accepted by UPS matched the weight of the items. UPS did their own investigation to research her claim that the item was missing from the package when it was delivered. UPS found the package was not tampered with, was signed for at the residence upon delivery, and closed the case.

We refunded her on June *, 2013 in the amount of $1250 CAD for the Small Haymarket Check Belted Tote Bag, article [redacted] as this item was returned to our warehouse by the customer. At the time of this refund the investigation with UPS was still open as it can take 8-10 business days for them to provide results and close the case.

When our consultant spoke to the customer on May [redacted] we informed her that we would be able to offer a refund only if UPS found the package to be tampered with. As UPS stated the package was not tampered with in transit and their records matched ours, we informed the customer we would be unable to refund her for the watch as requested.

Should you have any further questions please do not hesitate to contact me by phone ###-###-#### or email [redacted].

Kind regards,

Team Leader

Business

Response:

Dear [redacted],

I am sending you this letter to respond to [redacted]'s additional comments on complaint ID [redacted].

When the customer called to state the item was not in the package we did complete a full investigation, including at our warehouse. We did confirm that the watch, [redacted], the City BU 9381 Chronograph watch, shipped in the package.

Some of our items, like watches, require specific packaging to ensure the fragile item is not damaged in transit. A watch is placed in a watch display case, with informational book, and then is in enclosed in a watch box. This item would then be placed in the overall order packaging.

In this case we found that the watch did ship, the weight matched, and UPS concluded that the package was not tampered with in transit. At this time we are still unable to offer her the refund as she is requesting.

Should you have any further questions please do not hesitate to contact me by phone ###-###-#### or email [redacted].

Kind regards, [redacted]

Team Leader

Consumer

Response:

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

I have explained numerous times that the watch was NOT inside the package. I will refuse to pay for something I did not receive due to your mistake. You have terrible customer service and do not even realize the mistakes that you have made.

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

Sincerely,

Review: there was a item brough with my card that I did not make I have contactec my bank and filed a complaintDesired Settlement: I want my money back asap I have ever heard of this company I dont shop here

Business

Response:

Review: I placed an order for 4 items they shipped me a small package that had one item in it I emailed them they ignored me for the first week the second week after continuing to email them they finally decided to respond they asked me a couple basic questions and said that they would get back to me eventually I emailed them again and they told me very rudely that there's nothing they can do and this is the final decision I have never seen such bad customer service in my life I also did a little research of my own and it appears that they file a claim with UPS and ups tells me that the claim was approved so they got their money from UPS plus they're still trying to keep mine they also did not tell ups the truth I at first they initially told them that the package was missing it wasn't until after I spoke with ups and told them the truth that the package was not missing they just did not ship everything to m or someone had gotten into it before I did the black plastic that is typically on the boxes was missing order: [redacted]Desired Settlement: I would like an apology for how rude they have been to me in the emails I would like them to refund my money for the items that I never received that only seems fair and if they still have an issue this is between them and UPS you shouldn't put the paying customer in the middle of it

Business

Response:

Due to the previous history of claim including the inconsistent information [redacted] has provided, Burberry is denying his claim.

Consumer

Response:

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

I have answered every question that you have asked of me. What more do you need to know ? I have been emailing you 7 days a week trying to work this out.

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

Sincerely,

Business

Response:

Dear Sir/Madam,

[redacted] made a similar claim regarding an online order he placed on April**, 2013. Four items were ordered as gifts. Two polo shirts, $150.00 each, a pair of jeans, $195.00 and boxer shorts, $35.00. He claimed that he only received the boxer shorts. The box was not tampered with and the Burberry warehouse confirmed all items were shipped. As an accommodation, a refund in the amount of $530.89 was issued.

This claim also consists of four items, ordered as gifts. A pair of jeans, $195.00, a polo shirt, $155.00, a pair of jeans, $295.00, and briefs, $30.00. The box was not tampered with and as confirmed by the Burberry warehouse, all items were shipped. Again, he is claiming that he only received the briefs for $30.00.

Burberry has accommodated [redacted] with his previous claim; however, we are unable to issue a refund this time.

If you have any questions, please do not hesitate to contact me.

Kind regards,

Consumer

Response:

At this time, I have not been contacted by Burberry regarding complaint ID [redacted].

the situation has changed slightly my issue is still not resolved but like I said the issue is not quite the same issue as it was when we started out the missing items were located by the hotel I took all the items to my local UPS Store where they put everything in a box tapped it up and waited it was about seven and a half pounds then the box was shipped back to the company when they received it they tell me that I only ship the item back to them the tracking number confirms everything I just said was the truth and I welcome them to contact UPS if a company needs further information but at this point I am now expecting a full refund again ups can confirm that everything was shipped back to them and I am do a full refund

Sincerely,

Review: I placed an order last week and have received order confirmation email from burberry. My order was canceled without prior notice. Neither did Burberry provide any notification nor explanation why the order was canceled.Desired Settlement: Provide reasonable explanation and compensate for my loss due to their inability to complete service

Business

Response:

Review: I bought a pair of Burberry Suede Fleming Black boots about 8 months ago and the heel broke came apart from the heel of the boots almost causing me to fall down the escalator stairs lucky for me my husband grabbed me before I got seriously hurt, I was very shaken up my ankle is swollen and sore but no serious injury. I contacted Burberry customer service and spoke to Sean who told me to take the shoes back the next day to the closest Burberry Store which is the [redacted] Store. I also posted the details of what happened on [redacted] I received a call Burberry UK also telling me to return the shoes for a REFUND or EXCHANGE what ever I preferred these shoes were $995.00 plus tax. I received 3 more calls from Burberry Customer Service telling me that the store was expecting me and that a refund or exchange would be given. I called the [redacted] Store and talked to Kevin who was expecting me that I was on my way I had to take off work to do this and when I got there Kevin not only refused to refund me he was smug and snotty and offered me 100.00 for them..I couldn't believe it several of the other customers just looked at him and walked out this is how rude this Kevin guy was, However I was told by Kevin and I quote " This is definitely a manufacturer defect!! they use glue not stitched as they appear" I was so upset that I called customer service again spoke to Eric and was told that a customer service person would get back to me ..it was a wild goose chase where I lost 3 hours of work and had to walk threw a busy mall with a swollen ankle. I have not heard back from Burberry after 3 more emails PLUS 2 more phone calls to customer service they have not addressed the problem or any concern over this.Desired Settlement: I want a REFUND and an APOLOGY for the rudeness and lack of concern this company and sales person gave me.

Business

Response:

Dear [redacted], Thank you for bringing customer [redacted]’s query to our attention. After looking into the details of the existing case, the customer contacted Burberry Customer Service on 11/*/2015 regarding difficulties she was experiencing with her boots, possibly resulting from damage. As Burberry stores can physically assess merchandise in person, the customer was advised to visit the closest store for further assistance. Following her visit, the customer was offered a merchandise credit for her return, however, she was not satisfied with her experience at the store and contacted customer service again.Following this feedback, we immediately investigated the matter further with the store and followed up with the customer on 11/*/2015. We determined the best course of action would be for Customer Service to directly assist [redacted] with her return rather than inconveniencing her to visit the store again. As an agreed resolution, [redacted] accepted the $500 credit on a gift card to be used towards her next purchase. The above has been actioned and on 11/*/2015 [redacted] was shipped her Burberry gift card. Please let me know if you have any further questions.Nicole A[redacted]

Consumer

Response:

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

Sincerely,

[redacted] I would still like an apology from the store for the horrible service I received this could have been resolved when I was told to go to the store the first time. They could have given me full price for the shoes as it was a defect in MFG.and I could have broken my neck but I guess that 500.00 is all my loyalty as a customer is worth also there is nothing in Burberry you can buy for $500.00. Thank You for helping Revdex.com. Please just close the case. [redacted]

Review: I purchased two trench coats for my mother whilst I was in [redacted]. They were shipped to me, and I brought them to [redacted]. Both were too small, so I exchanged one in [redacted], and the other I shipped back using [redacted]'s label. While I was in the [redacted] store, I called [redacted]'s customer support and asked them about the refunds policy. They made it clear that all I would have to do is attach the label onto a box, put the unwanted trench coat in, and send it back to their UK warehouse. That is exactly what I did. The tracking number of the label that [redacted] UK provided me is [redacted]. The order number is [redacted]. I dropped off the package on ** April 2015. It is now ** May 2015, and [redacted] has repeatedly told me that the package has not been allowed on the airplane because it does not have customs documentation. [redacted] has failed to provide this documentation to the carrier, [redacted]. This is what [redacted] sent me: "The receiver has requested that we hold this package for a future delivery date / We'll contact the sender or receiver about this delivery." The receiver is [redacted]. I have not received my refund, and I have called [redacted] dozens of times to try and get this resolved. There has been a whole lot of confusion, and not a lot of action. I am now back in [redacted], and the box with the trench coat in it is still stuck in [redacted]. I find this to be terrible customer service and logistical work.Desired Settlement: I just want a refund to my card for the full value of the coat. I purchased this on credit, and obviously it has been collecting interest for this entire time. I should have received my credit way earlier. [redacted] is in technical possession of the item, and I have relinquished responsibility of the item by giving it to [redacted]. I am due an immediate refund.

Business

Response:

Dear [redacted], Thank you for bringing customer, [redacted]'s, query to our attention. After further looking into the details of the already existing case, thecustomer had originally returned his package from the U.S. using a return labelfor a UK order. The package has now been deemed lost by [redacted] and we are inthe process of filing the necessary paperwork to locate it. A tracer willhave to be raised in order for [redacted] to locate the missing package as [redacted]does not have the merchandise to process a refund. As a result, the customer was informed that we would update as soon as [redacted] confirms back with the results. We understand the customer has been waiting for some time now. As a gestureof goodwill, we have bypassed the usual wait time for a tracer to be completed,and have processed a refund for the cost of the second trench coat in thecustomer’s order. Additionally, as a token of our sincere apologies forthe delay, we have further offered the customer a credit of $150 pluscomplimentary next day shipping on his next online purchase with[redacted]. The above has been actioned and the customer will receive his refund within 1-2business days. Please let me know if you have any further questions.