Burberry Service Reviews 396

Delivery problems. Supposed to be next day and signature required. Did not deliver on specified day. Noted they would deliver on the next day. Stayed in all day. Not delivered. The next day they delivered and funnily enough did not require a signature.
Then I had not receive a dust bag. Contacted customer services three times and they stated that I should have ticked the box to state that it was a gift. Apparently, the warehouse only pack a dust bag if box is ticked. That could be the case , however if you half an ounce of common sense you can sort it.

But no it is much too difficult to use the brain god gave you

When "Heritage" is just a Marketing Buzzword: A Disappointing Experience at Burberry

I’ve always valued Burberry as a heritage brand that stands behind the longevity of its craftsmanship. However, my recent experience at the Cherry Creek Store in Denver, Colorado proved that their commitment to "Aftercare" is unfortunately misleading.

I brought in several vintage Burberry pieces for their advertised aftercare services. The brand’s own website which explicitly states: “For best results, we recommend taking your garment into a Burberry store and using our range of aftercare services.” There is absolutely no mention of a receipt requirement for these services on their public-facing site.

Despite following their official guidance, I was turned away at the store because I didn’t have a receipt for my vintage items. When I called customer support, I was told a "receipt policy" has been in place for eight years by both the customer representative and the supervisor and there is nothing they can do. Their best advice was to take the items to a reputable dry cleaner.

The contradiction here is blatant:

1. The Website vs. Reality: Burberry continues to use its website to drive foot traffic into stores with the promise of expert care, yet enforces an internal "secret" policy that contradicts its own public documentation.

2. The Heritage Paradox: A brand that markets itself on timelessness and durability should be the first to welcome a vintage piece back into its care. Refusing to service a garment simply because it has outlived its original paper receipt is a direct betrayal of the "heritage" values they sell to their customers.
If you are buying Burberry today with the expectation of lifetime support for your investment, be aware that their "Aftercare" promise may only last as long as you can keep a piece of thermal paper from fading. Extremely disappointing for a brand of this caliber. Make sure to put your receipt in a plastic baggie in a safe!

Would ideally give 0 star.
Purchased a £550 hoodie on 4/12/25 for xmas present for my son opened 25/12/25 washed once as per instructions & it shrunk, contacted customerservice@burberry. on 15/1/26 as I purchased online to be told to take it to the nearest store , I refused as this is over an hour away then to be asked to take photos & send it to regent st, received email back telling me it’s wear & tear & I washed it improper I escalated it to aftercare & Abdoulies response was a photo of the label saying that I didn’t wash it in a net wash bag ( which I did) so this is my fault. I replied with a photo of the net bag I used & still no reply . I have now forwarded every email to the co.sec@burberry.
This item is less that 1 month old, the way I have been treated is disrespectful, shameful & a disgrace.
Never will I purchase from this brand again.
Please be warned

I returned three items to Burberry in one package. Tracking shows the parcel was delivered successfully.

Burberry later claimed they received only one item and refused compensation. No photos, no opening video, no package weight records were provided to support this claim.

Without any evidence, the loss was placed entirely on the customer. Extremely disappointing handling of a high-value return and very poor transparency.

Be very careful when returning items.

⭐ 1 Star – Misleading delivery promises and unacceptable customer service

My experience with Burberry has been extremely disappointing.

I placed an order on 17 December because the website clearly advertised NEXT DAY DELIVERY. This was a Christmas gift, and delivery speed was the main reason I purchased. Despite this promise, the item was repeatedly delayed, sourced “from another location,” and did not arrive anywhere near the advertised timeframe.

Even worse, I was charged, refunded, and then charged again without clear consent or explanation. Customer service gave conflicting information across multiple conversations, opened several case numbers, and repeatedly told me to “wait” without providing any clear resolution or timeline.

I asked for the order to be cancelled once it was obvious it would not arrive before Christmas, but I was told cancellation was not possible and that I would need to wait for delivery and then return it — meaning I was left without the gift and without my money during the holidays.

For a luxury brand, this level of misleading advertising, poor communication, and lack of accountability is unacceptable. Christmas was completely ruined by this experience, and I have lost trust in Burberry as a brand.

I would strongly advise others not to rely on delivery promises shown on the website.

I would give 0 stars if I could.
After 3 working days of not shipping the item I contacted the what’s app support, opened a ticked and the order got cancelled about 5h later as the item is not available anymore even though it was available on ordering and paying.

The what’s app answer of the the agent was rather insulting:

*Marta E*
I can confirm that when you first contacted us we were still not aware of the situation and we were not able to inform you but it has later been confirmed that we could not process the order

*Marta E*
it is because the cardigan is out of stock, it did not go missing but we were not able to fulfil the order because it was no longer available

Never again!

I’ve been a long-time fan of Burberry, but my latest experience has completely changed my view of the brand. I purchased a pair of Burberry trainers from a store, expecting the usual high quality. Shockingly, after wearing them only around five times, they started to break apart.
When I contacted customer support, the response I received was that this was simply “wear and tear.” For such an expensive, premium-priced item, this explanation was unacceptable. The quality was far below what Burberry claims to stand for, and the dismissive customer service made the experience even worse.
Sadly, after this purchase, I will not be buying anything from Burberry again. Very low quality for a very high price and extremely poor support.

Really poor experience! Appreciate Black Friday can be problematic but UPS didn’t deliver my parcel twice and it was 4 days late. Contacted customer services on WhatsApp and the guy was so rude! Very dismissive, very unhelpful. I had to call UPS myself and complain and they eventually delivered my item. Will never order directly again!!

I purchased a bracelet as a gift on a Saturday and needed it to arrive by Tuesday. Since timing was tight, I contacted customer support to ask whether I could collect the item in person instead of waiting for delivery. I was told this wasn’t possible.

I then asked to cancel the order so I could buy the bracelet in-store and ensure I had it in time. This request was made only two hours after placing the order, yet I was informed that it was already too far along in processing to cancel.

According to Burberry’s own terms, orders can be cancelled any time before dispatch. The parcel was not dispatched until 8 p.m. on Monday, so I don’t understand why cancellation was refused.

The parcel was scheduled for delivery on Tuesday but never arrived. Customer support repeatedly assured me it would still be delivered that day, which turned out to be untrue. Had I been given accurate information, I could have travelled to London and purchased a replacement in time.

Overall, the experience reflects extremely poor customer service, with misinformation and a failure to uphold their own policies. Horrendous customer service for a brand that considers itself “luxury.”

Paid $1000 for a Burberry bikini in London
Seam unraveled first wear-
Took 4 plus weeks to get an abrupt “no quality issues” - “take it to a tailor”email from so called customer service
Disgraceful
Unethical
Says everything about the company and brand

Would ideally like to give no stars:
Ordered a scarfe for a gift for home
Delivery:
Given a delivery date and waited in the entire day?
Burberry sent to a UPS collection point? No delivery attempt was made?
Contacted Burberry who basically waffled on about the scarfe and its merits and then told me where I could pick it up?
Absolutely awful soon as I pick up will be returning far better luxury brands with better customer service and problem resolving skills

Avoid. Horrendous shipping and customer service for any brand, let alone one that pretends to be luxury. Ordered something based on their “Next Day Delivery” promise. When the next day came and I heard nothing, I had to chase support only to find out that they forgot (!) to process my order and won’t deliver. They then canceled the order but asked “what inspired me to choose the Mist/Sugar colour” (which is some nonsense name they use for the colour of the product that I ordered). Wow, what a truly luxurious experience. Whoever runs deliveries and support need to be fired and replaced with Deliveroo riders - they will do a far better job.

I will never buy Burberry again after realising they promote sick pervy ideologies Go woke Go broke

The score they have on truspilot is not accurate… This is an excellent brand in every regard. I guess people write only complaints here, and the company doesn’t seem to bother with it. They have built a brand, a reputation that is the best answer to all these BS reviews

I made a complaint and had to chase after 6 weeks after not hearing anything, you could see the item i purchased had hardly been worn, a clear fault but they did not want to know

I purchased a Burberry belt expecting premium quality and lasting value, as one would reasonably assume from a high-end brand. However, after just 14.5 months, the belt began to show unacceptable wear and deterioration a clear sign of poor material quality, not regular use.
Even more frustrating was the lack of accountability from Burberry’s customer service. Despite providing evidence and handling the item with care, I was told the damage was my fault due to "wear or storage." No refund, no replacement — just a dismissive response that completely ignored any responsibility.
It’s clear that Burberry offers no real value to its customers beyond branding and image. The product quality does not reflect the price, and the service is far below what anyone should expect from a so-called luxury brand.
Based on this experience, I will not be buying from Burberry again, and I strongly advise others to avoid their products. The service is poor, the quality is unreliable, and the brand does not stand behind what it sells.

I was convinced that I was sold FAKE at Burberry store in Bicester Village! But it turns out their quality has just gone down the drain.

I bought a bag in November. Very soon the bag started showing major quality issues. The leather print came off on all the corners of the bag.

I contacted the customer service and their quality team concluded that there are no signs of manufacturing defects and that repairs would be at an Extra cost. Imagine getting this email after purchasing a +/-£500 bag with major quality issues.

Needless to say I am very disappointed with the purchase and I have 0 confidence in their repairs service.

I put in an order for a scarf on this website at 8:44 on Sunday morning, and also requested the complimentary embroidered personalisation service.

I then made the mistake of coming to this page and stressing myself out after seeing all of these other reviews.

Thankfully, I received my item at 1:05 in the afternoon on Tuesday (today), little over 52 hours. I've looked through it and everything is exactly as it should be.

Very happy and will most likely order from them again.

This will be my last purchase from Burberry.

I bought a handbag from the Noventa di Piave outlet as a gift for my mother. After very limited use, the handles started peeling badly, making the bag look fake — despite the rest of it being in perfect condition. When I contacted Burberry Customer Service (after being ignored twice), they replied only to say the damage was “likely due to wear and tear” and that “the bag had much use over time.” Honestly? That says everything about their product quality.

Burberry products are sold at luxury prices but clearly offer some of the lowest quality I’ve ever experienced. I’ve owned lower-end handbags, backpacks, and accessories that lasted far longer and held up much better — for a fraction of the price.

Worse yet, customer service offered no real help. I wasn’t even asking for a free repair or replacement — just guidance. Instead, I was told they don’t operate in my country (Slovenia), won’t recommend any official repair options, and that I should just go find a local, non-authorized service. No mention of sending the item abroad, no ownership of the issue — just a brush-off.

This wasn’t my first Burberry purchase, but it will certainly be the last. I’ve had disappointing experiences with other Burberry items in the past (like a poorly made watch), but I had hoped those were isolated cases. They weren’t.

If you’re looking for quality, I strongly advise you to avoid Burberry. There are far better options out there — with better service, better craftsmanship, and more respect for the customer.