Terrible Burton have lost the sparkle. Ordered multiple items some arrived some not sent after waiting over a week and 1 item never delivered, Paid for unlimited delivery but still charged for delive... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Tried many times using WhatsApp, text and email to get a refund without success. The autobot I found completely useless, no response from Customer Services. Product quality was poor, direct from China... See more
Company replied
Ordered a pair of shoes. Not delivered to my address as per proof of delivery photos. After 1 week of chasing them via WhatsApp and email I've received a single response claiming theyre confident t... See more
Company replied
Terrible customer care, non existent I would say! Order never arrived and no one seems to give a damn. How irresponsible is this company? This whole too cool for school appeal transcended into the bus... See more
Company details
Information provided by various external sources
Burton is one of the UK's leading men's clothing & fashion retailers, with a range of men's clothing designed to make you look & feel good. Find formal & casual clothes & accessories for men online at Burton menswear
Contact info
1.5
Bad
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Wrong size of clothes from what advertised and start changing return without sending us an email when they change policy
I ordered item online because it’s a online only option. The size was wrong as I checked their online size guide and the actual size when arrived. So, I mentioned on return request that was the reason for return. When I finish filling up return order I saw £1.99 charges apply suddenly. I received every day sale email from this company but never something for their new policy. I was very shocked to hear from their customer service that “The sizes can be different for the materials were used!! So how can I know from online what materials were used can you they explain that??? After how many items I should pay for the extra return cost, I will get to know what they mean by “ please know that the sizes can differ to the materials being used and the type of item that you have purchased. ”
This is just wasting time what they wrote. I bought recently with the same size and that was perfectly fit and burton one is small because it’s wrong size then they advertised. I also measured it which doesn’t match what they advertised. So, I want my money back and not pay delivery amount also I no longer would like to buy from burton because its just not match the guideline which you advised online.. ALSO WHEN WE PAID FOR ITEM THERE SHOULD BE A NOTICE THAT FOR RETURN THERE WILL BE EXTRA CHARGE although the delivery was free BECAUSE IT SAY for £60.00 or more no delivery charges but return is extra who will dream about it if it’s no written?
I have been a customer since there were this shops open but after Boohoo bought this brand nothing was different to buy online. But at this point I am really disappointed with your customer service and very much frustrated this time. As I do not wish to be a customer again.without knowing your new I unannounced rules,
13 November 2022
Unprompted review
Reply from Burton
Good morning Alexandra,
Thank you for taking the time to leave your review, we do appreciate your feedback as we're always looking for ways in which we can improve our services.
When ordering online there is always a chance that you may need to make a return, we do have our online size guide available on our website, in an instance where you may between sizes we would advise ordering multiple sizes to try and see which fits best.
In relation to the return cost, this can be seen on our website under returns and refunds under the section titled 'how to return an item and how much does it cost' - I will include the link for you below.
https://www.burton-menswear.com/eu/page/returns-refunds-cs.html
We know our customers value the wide range of items and great price points that we offer, along with the convenience in shopping with us. As the cost of shipping has increased we have had to look at where we can adapt our overall offering without compromising the great value that we have across all of our products. This has meant that we will be applying a charge of £1.99 to returns so that we can continue to bring to market great prices and products and do this in a more sustainable way.
We have recognised our loyal and regular customers in this decision and have decided to leave returns free for all of our Premier customers’ existing and new. This means that not only will our Premier customers get free deliveries for a year, they will also get free returns.
You can find more information on our Burton unlimited delivery option here - https://www.burton.co.uk/unlimited-next-day-delivery/BUDELIVERYPASS.html
For customers that need to pay for returns, the charge will be deducted from the refund of the products that you return to us. This means that there is nothing extra for you to do and no upfront payments to make when creating a return.
Please don't hesitate to reach out to our customer service team should you need anything at all and we will always be happy to help.
Take care,
Fiona
Really disappointing customer service
Really disappointing customer service - no phone number to actually speak to anyone. Still waiting on a refund 3 weeks after returning a large order. The system they have to discuss a problem is very strange - have spoken to 6 different colleagues and each had different information! Have been promised the refund on 3 different dates now... still waiting!!
7 November 2022
Unprompted review
Reply from Burton
Hi Katie,
Thank you for this review, I'm sorry to hear you're still waiting on a refund for this order, I can definitely look into this for you.
Although we do not offer a customer call line, we do have various contact avenues available and these can be found on our "Contact Us" section of our website here:
https://www.burton.co.uk/page/contact-us.html#customer_service-main
As for this return, so I can advise further on this, please can you respond to the message I have sent through TrustPilot with your order details. I will then get back to you as soon as possible about this.
Thanks - Dean
Charged 3 times but no order
I tried to simply order a coat, the payment was taken three times but the order never went through on the app. It is still sitting in my bag somehow. You can only contact Burton via twitter (where you can no longer message the contact) or Facebook messenger (where the messages are sent but go unread and unanswered). So now you have taken my money three times, no order has gone through and there isn't even a way to chase this or raise a complaint. Worst customer service ever.
6 November 2022
Unprompted review
Reply from Burton
Hello Alex, thank you for taking the time to leave a review for our brand and your recent experience. I am sorry to hear that you have not yet had a resolution via Twitter or Facebook however, I will be happy to help with this.
You are welcome to contact our customer service team if you have been charged for the orders via email here: https://www.burton.co.uk/page/contact-us.html?redirect=country
Our social media platforms are monitored and you should get a response within 24 hours at the very latest so if you have not had a response via Facebook by then, please do reach out again.
Kind regards -Millie
Great service from the agent
Great service from the agent! I thought I had ordered the incorrect item because the colour was called ice grey and it looked more camel colour but the agent informed me of the correct colour.
4 November 2022
Unprompted review
Terrible and dishonest customer services
Applied a discount code that was emailed to me but after receiving the order confirmation realised that they didn't reduce the total. So emailed them within 5 MINUTES of receiving the order email to cancel or ask that they kindly apply the discount. Heard 2 DAYS later saying no it's too late and that I already used a code ( I hadn't so that was a lie).
Responding to them to clarify it took them another 2 DAYS to get back to me saying it's already despatched and they can't do anything. No customer service number. No online chat. 2 DAYS to respond and still no resolution.
Before the takeover they used to be OK. I've spent £thousands on Burton. But that counts for nothing to them. The rudeness, dishonesty disregard and contempt they show me - forget it. NEVER again. I recommend you never use them. I'm referring them to trading standards for breach of online trading laws.
1 November 2022
Unprompted review
Reply from Burton
Hi Puja, Thank you for taking time to leave a review and making us aware of this, I'll certainly check this for you. I've sent a private message to you for more info on the order so if you could reply to this with your order number, I'll be able to advise further on this. Looking forward to your reply, speak soon. - Jack
if zero stars was an option...
awful customer service when i was sent someone else's parcel. there is now a likely chance i wont get the clothes i ordered as they may have sold out in the sale. last time i use them.
3 November 2022
Unprompted review
Reply from Burton
Hi Gordon,
Thank you for your email, I'm sorry to hear an incorrect order has been received, this definitely isn't our usual standard and we can absolutely get this sorted for you.
Please can you return the parcel to us and once posted, if you let us know, we will have the correct items sent to you straight away at no extra cost.
We would be happy to help with this and please reach out to our customer service team using one of our available contact avenues here:
https://www.burton.co.uk/page/contact-us.html#customer_service-main
Thanks - Dean
I got order with you and i want to…
I got order with you and i want to retuen one thing from the order and customer service very good and very helpful specially Roselyn quick response and helped me with the refund and the return
31 October 2022
Unprompted review
Always bought jeans fron Burtons
Always bought jeans fron Burtons. I have bought some recently in the same size and they arrived. Measured against my current jeans and they are a lot smaller. I now have to pay to return an item that is not corrct.
Will be going else where from now on.
27 October 2022
Unprompted review
Reply from Burton
Hello Dan, thank you for leaving a review today regarding your experience with our brand.
I'm sorry to hear your item arrived with poor sizing, we would be really happy to get this looked into for you and find the best resolution for you. Please contact our customer service team via email or social media if you have any questions on this matter: https://www.burton-menswear.com/page/contact-us.html
Kind regards - Millie
I had issue with my delivery coz of…
I had issue with my delivery coz of address the message system has resolved it in 24 hours was dis coz of not receiving my parcel but quick refund process made it well. Will re order now thank u for good customer services 👍
26 October 2022
Unprompted review
Reply from Burton
Hello Bushrra,
Thank you for taking the time to leave us a review. I am really sorry to hear about the issue you had with delivery, however it's great to hear that this was resolved for you! Hope you have managed to place a new order now.
Take care,
Amelia
ordered wrong item
ordered wrong size of boots , cannot cancel/ revise the order even not shipped/not processed. Although i sending massage after 10 minutes of my order and the customer service said too far to process that... US customer service can help for a call to ups return the boots but uk customer service only can said receive and return it
Just think really really really before you really want to confirm:)
We love snow but Burton UK seems love to increasing CO2 for the world
27 October 2022
Unprompted review
Reply from Burton
Good afternoon Michael,
Thank you for taking the time to leave your review we do appreciate your feedback as we're always looking for ways in which we can improve our services.
Once an order has been placed we are unable to cancel or amend them in any way due to the speed in which the orders are prepared for dispatch.
You are of course welcome to return any unwanted items back to us for a refund once they have been delivered, you can log and arrange this on our portal here: https://burton.returns.international/
Take care,
Fiona
Great choice of good priced clothes
Great choice of good priced clothes, good customer service response. I did have a small issue but it was quickly resolved. I found messaging through Twitter to be an efficient way of communicating. Will continue to use again and again.
18 October 2022
Unprompted review
Reply from Burton
Hey, thank you for taking the time to leave such a lovely review, always love to hear
how well we have done when providing the best possible customer service.
We aim to get issues resolved as soon as possible so I am glad on this occasion
this is what we have done. Hope to see you shopping with us again soon, take care.
- Nicole
The missing waistcoat
I have tried in vain to contact Burtons as I am being charged for a waistcoat that has been returned to them by Royal mail for some unknown reason and trying to contact royal mail is just as frustrating, I have had a picture emailed to me of a trolley full of parcels in Burnley saying I have received my item, please Burtons sort out my issue as I have shopped with you for 25 years but this could be coming to an end regards Robert Jenkins
10 October 2022
Unprompted review
Reply from Burton
Hi Robert,
Thanks for leaving your review and feedback on your recent order.
I'm sorry to hear if you haven't received an update on your refund yet, I assure you this isn't our usual style at all.
We will be more than happy to help you out with this, please get in touch with our team on customerservices@burton-fashion.com or through our other contact methods here:
https://www.burton.co.uk/page/contact-us.html#customer_service-main
We'll reply to you ASAP which should be within 24 hours at the most.
Thanks for your patience.
Take care,
Adam
Placed order
Placed order - due to their website glitch have been charged twice.
Trying to call them but phone number does not exists
emailing with no replies
Ridiculous customer service ! last time placing an order
10 October 2022
Unprompted review
Reply from Burton
Hi there,
Thank you for this review, I'm sorry to hear you have experienced an issue with placing an order, our customer service team can definitely look into this for you.
It's very unusual not to receive replies to our emails, and although we don't operate a customer call line, we do have various contact avenues available and you can find these here:
https://www.burton.co.uk/page/contact-us.html#customer_service-main
Have a great day - Dean
Great products, but unfortunately terrible tech and awful customer service
Great products, but unfortunately terrible tech and awful customer service.
Where do I begin...
I have had Burton next day delivery for 10 months, but every time I place an order it still charges me £5.99 and I have to request a refund manually through Facebook each time.
Each time they say "It has been handed over to the relevant team". 10 months later it is still broken.
I recently purchased 2 jumpers which I wanted to return. I sent it back, received an email saying we are processing your refund. 2 weeks later - still no refund.
I contacted support via Facebook again and they say "sorry, but the team responsibly for this hasn't actioned it"
What an absolute joke!
11 October 2022
Unprompted review
Reply from Burton
Update: Thank you for sending this over Stuart. I've gone ahead and sent you an email about this, please keep an eye on your inbox, spam and junk folder for this.
Speak soon - Dean
-------------
Hi Stuart,
Thanks for posting your review and feedback on your recent experience shopping with us.
I'm sorry to hear about the issues you are having applying your Premier delivery and if this hasn't been resolved yet, I understand how you're feeling.
I do want to get this looked into further for you, so I've sent a request through TrustPilot to find out more details on your order. If possible, please include your email address and the order number where you originally purchased our Premier delivery as well as the order number for your recent return.
Thanks,
Adam
Awful experience
Awful experience. I ordered online and got it delivered to a different addres 2 blocks away. I managed to eventually get hold of the item but gave me a great headache. Customer service did not care much either. I would avoid at all cost.
6 October 2022
Unprompted review
Reply from Burton
Hi Jesus,
Thank you for taking the time to leave us a review. However I am sorry to hear about the experience you have had with us and the delivery service. I am glad you have now been able to retrieve your parcel and I will ensure that feedback is passed over regarding your exeprience as we certainly do care for all of our customers.
Thank you, take care.
Amelia
long delay in getting refund
I ordered a suit for next day delivery but the package arrived a day late. I contacted customer services and who responded promising a refund which was good. But Burton then delayed by nearly 4 weeks to process the refund because of "errors" in processing, they only paid after I chased multiple times. Coincidence that my wife's refund was also delayed by 4 weeks and she was paid only after she chased Burton as well?
7 October 2022
Unprompted review
Reply from Burton
Hello Jim,
Thank you for taking the time to leave us a review regarding your recent experience and I am sorry to hear your order had arrived a day later than expected.
I am pleased though that you were able to reach out, where Hedsyle was able to assist you and ensure a refund was issued for your delivery fee.
We appreciate your feedback regarding their service and I hope you have a great day, take care! - Jade J
Dreadful just dreadful
Ordered a suit for next day delivery on 30th August which I needed to use on the 1st September, item didnt arrive next day as promised so had to go out and buy one, returned items within 28 day window and was told refund would arrive within 7 days, has been 12 now and still no refund, emailed customer service they dont respond, just awful will never be using Burton again.
BUK100853469
30 August 2022
Unprompted review
Reply from Burton
Hi Anthony, hope you are well.
I am really sorry to hear about your recent experience and that you have not received a reply from our customer service team regards to this. It is not our intention to make you feel this way at all and the last thing we want is for this to put you off shopping with us again. I am certainly going to assist you further with this matter.
I have now gone ahead and sent you an email regards to this. Please keep an eye on your spam/junk folder as the email may appear in there.
Please rest assured that we remain committed to the best possible service for our customers and all your feedback has been taken on board.
Take care – Lindsay
Reply from Burton
Hello Megan,
Thank you for taking the time to leave us such a lovely review! Your kind words are greatly appreciated.
Take care,
Amelia
I used the new iMessage service and it…
I used the new iMessage service and it was really great, Ryan B helped me within 5 minutes.
5 October 2022
Unprompted review
Reply from Burton
Hi Finley, hope you are well.
We really appreciate you taking the time and leaving this 5* review for Ryan B. It is brilliant to hear Ryan B was able to help you with your query within 5 minutes. I will be sure to pass your kind feedback onto Ryan B for you.
Take care – Lindsay
Avoid! Never ordering from this company again!
I placed an order and paid for the annual delivery pass. I received an email to say the item ordered could not be located in their warehouse, so the item ordered AND the delivery pass were BOTH being cancelled by Burton. Following this, I received only a partial refund for the item only, and not for the £9.99 delivery pass.
I contacted customer services who said they would issue the remaining refund and it would be in my account within 5 working days. 7 working days later - no refund. I contacted customer services again to be told:
“Let me get this sorted. I've checked and my colleague already forwarded the details to our finance team. Kindly check your confirmation email as it might be hiding there. ~ Jovelyn”
So, should I assume by that response that the refund had been issued? Was it checked?
I had contacted customer services the second time as the refund is not in my account and I have not received email confirmation to state that the refund has been issued. Telling me to check my email “gets this sorted”?! I contacted customer services again, this time to be told:
“I wish I could speed this up for you, I really do, but we do need to wait for our Finance team to get to this refund and issue it for you. ~ Thomas”
Oh, so the refund has not been issued?!!!
It is now three times contacting customer services to chase a refund for something that Burton themselves cancelled, and at no point has any customer service advisor said that they have done anything to actually chase this refund, or provided an explanation for the delay, even though it is well over the timeframe that Burton themselves said I should have my had my refund by! I placed an order in good faith, why should I be patient in getting my own money back - BEYOND the refund timeframe that was dictated by Burton - for a service not provided?!!!
Evasive and unhelpful customer service!
I am now forced to take further action to get my money back… what a frustrating experience and what an absolute waste of my time! I will not be ordering from this company ever again, and would suggest anyone thinks carefully before giving this company any of your money.
2 October 2022
Unprompted review
Reply from Burton
Hi Imran, thank you for taking time to leave a review and I'm sorry to hear about the time it has taken to get this resolved for you. I can assure you this is not the way things usually go here and the service you have reviewed will certainly be addressed.
I do fully appreciate where you're coming from Imran however we do not set the timescales for our finance team, they will set the timescales for themselves and how quickly they can get through their workload.
They don't just deal with orders that have failed to process you see and so they will give themselves a timescale for how long they can resolve matters raised by our customer services team.
On the odd occasion where the team have more of a workload to sort through than anticipated, this is where then the timescale provided will be exceeded which unfortunately, we have no control over but we apologise for.
Please rest assure that the case has been escalated and everything will be done in the meantime to ensure this is resolved for you as soon as possible. Take care for now and I hope you have a great day. - Jack
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.