Burberry Service Omdömen 

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.

Das unternehmen muss sich verbessern! waren so enttäuscht. Waren vor ca 4 Jahren regelmäßige kunden bei burberry am neuen wall in hamburg. Dort wurden wir immer sehr aufmerksam begrüßt und sehr gut beraten. Als wir in der letzten woche den laden besuchten um einen mantel zu kaufen, war erst kein verkäufer zu sehen, kam dann aber einer von hinten. haben unsere wünsche geäußert, dann entfernte sich der verkäufer, um ware aus dem untergeschoss zu holen. in dieser zeit waren wir gefühlt alleine im laden. Kein platz oder wartegetränk angeboten. Zwei harte bänke mit sehr eingesessenen pferdedecken drauf, das man fast von der bank rutscht. Dann nur ein mantel in der richtigen größe, fragten dann ob es kundenrabatt gibt, nein darauf nicht, aber ich kann ihnen handtaschen holen darauf ja. wollte aber einen mantel. früher war das ein exclusive laden. nein danke. haben dann übers internet in einem kaufhaus bestellt, und noch gutschriften gesammelt. so hält man keine kunden, sorry

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.

Ho un trench Burberry acquistato in Rinascente a Milano alcuni anni fa. Praticamente mai indossato perché con le maniche troppo lunghe. Stabilitami a Firenze mi informo presso il negozio di Via Tornabuoni della possibilità di usare a mie spese il loro servizio di sartoria per accorciarne le maniche. Mi rispondono positivamente e mi reco nel negozio con il capo nella sua dust bag. Mi accompagnano ad indossarlo. Dopo poco la commessa riappare chiedendo prova del dry cleaning. C’era ancora l’etichetta attaccata della lavanderia. La commessa scompare nuovamente e dopo qualche minuto ricompare chiedendo la prova di acquisto che non avevo. Tutta la situazione paradossale e antipatica mi ha profondamente irritato. La commessa non conosceva probabilmente la policy aziendale sulla sartoria per capi di acquisto non recentissimo ed io mi sono sentita veramente presa per i fondelli in questa tiritera pietosa. Se c’era bisogno della prova di acquisto non mi avrebbero dovuto nemmeno accompagnare a indossare il capo…e soprattutto non mi avrebbero dovuto far perdere tempo tra la mia richiesta e poi il rifiuto di supporto post vendita. Morale della favola: Burberry ha personale di vendita inadeguato e incompetente. Gestione scadente della relazione con il cliente. Ed io? Ho risolto usando privatamente la stessa sarta che lavora per il negozio alla metà del prezzo che mi avrebbero richiesto in boutique. Ridicolo. Mai più cliente Burberry. Mai più…

STAY AWAY FROM
THIS BRAND !! Terrible service ! Was order a belt for my friend birthday also paid the next day delivery fees and they’re lost the package. They don’t even know where is my package !! And told me to wait for the investigations. I want my money back.

Purchased a bag from Burberry approximately 2 years old. They have put gold writing where the bag closes and now the writing has come off. It looks fake. Contacted Burberry and said they will not do anything with out the receipt and find my own person to fix this. I went to the store to try to get copy of my receipt and they have changed there system and no longer have my receipt on file. Going to trading standards see if they can help. Wish I could put photo up of bag.

Very bad experience in their store Noventa di Piave Italy.
Security didnt let me inside 100% on a national basis, even if im loyal customer to luxury brands there i had only problem with Burberry.

Never buy again from them.

They are very polity but they will not provide any solution to you and I will explain why.
Please never buy glasses from them, BURBERRY do not produce glasses, they have a third party company with a very bad quality who does it for them and the warranty is only for two years and when they do not have spare parts, the solution is just a simple sorry, BURBERRY will not do anything to help because they do not have any responsibility, that is how it works since they (BURBERRY) do not produce the glasses any issue you have with them is not their problem.

I regret purchasing Burberry Goddess Intense. The scent is off and doesn't compare to the original Burberry Goddess. Unfortunately, I can't return it, which makes it even more disappointing.
Just spent over £116.. I am absolutely not happy at all…

Terrible experience, avoid at all costs, refuse to do anything after buying. Worst customer service in history of luxury wear.

You can buy better £10 bags from the market rather than this garbage.

AVOID!!!!

Terrible customer service and poor quality products. The leather on my Burberry Prorsum jumper (which has been stored like all of my other jumpers with leather) began to peel and flake away. I went to the Burberry flagship store with it and they asked me to email them directly with images, only to then be told that they would not do anything about it. Not what you expect from such a high end fashion house.

Terrible Customer Service – Refusing to Refund a Faulty Item

I am extremely disappointed with Burberry’s customer service. I purchased a leather bag just two months ago for my birthday, wore it twice, and it has already developed noticeable marks. When I contacted Burberry about the issue, they refused to offer a refund or exchange, claiming it was “wear and tear.”

To make matters worse, they now say the bag is made of sensitive leather—something they never mentioned at the time of purchase. Had I known it was so delicate, I would have reconsidered buying it. A high-end luxury bag should be designed for regular use, not fall apart after minimal wear.

Their customer service has been unhelpful, dismissive, and unwilling to take responsibility for selling a product without properly informing customers about its fragility. I have contacted them four times, and they keep repeating the same excuse rather than addressing the issue properly.

For a brand that markets itself as luxury, this experience has been incredibly disappointing. I would not recommend shopping at Burberry if you expect quality products or good customer service. I will be escalating this matter further, as consumers should not be misled about what they’re buying—especially at these prices.

Avoid Burberry unless you want to waste your money on a product they refuse to stand behind.

Due anni di tranch indossato 6 mesi in totale completamente rovinato (colore blu completamente scolorito). Mi dicono che deve essere re impermeabilizzato (dopo 2 anni?) poi mi dicono che è la stoffa poi mi dicono che è la lavanderia (lavato 1 volta per portarlo in negozio). Torna dalla re impermeabilizzazione che sembra un cencio. Mi lamento. Mi dicono di scrivere al servizio clienti il quale dopo due settimane mi dice che devo andare in negozio. E con questo Ping pong chiudo il mio apprezzamento per il brand

Commande d'une sacoche pour Noël. Date initiale de livraison prévu le 23 décembre.
Résultat article jamais reçu, le service client vous fait patienter pendant 1 mois avant de bien vouloir effectué le remboursement.
Et la encore, on vous annonce encore 7 à 10 jours de délais pour recevoir le remboursement.... (toujours pas reçu)
Quand on demande un petit geste commercial en dédommagement (Remise sur un prochain achat ou autres) ou vous dits juste non pas possible (alors que d'autres marques beaucoup moins prenium le fonds directement)
Bref vraiment très déçus du services client et de ces marques qui se positionne sur du prenium (tout du moins sur le prix) sans se doter d'un services client à la hauteur

Service client incompétent. Malhonnête et ne propose aucune solution concrète pour un article défectueux. Un scandal.

Je suis consterné par le service client de Burberry. J’ai commandé une ceinture le 15 décembre (commande n° 21183885) et voici le déroulé de cette expérience cauchemardesque :

Colis perdu par le transporteur : Dès le 19 décembre, UPS n’a plus donné de nouvelles de mon colis. Malgré mes nombreuses relances auprès de Burberry, il a fallu attendre plusieurs jours et plusieurs appels de ma part pour qu’une enquête soit enfin ouverte.

Absence de solutions concrètes : J’ai demandé à plusieurs reprises soit une réexpédition de l’article à une nouvelle adresse, soit un remboursement immédiat. Malgré ces demandes claires, le service client s’est obstiné à attendre les conclusions de l’enquête avec le transporteur, reportant constamment la faute.

Réexpédition bâclée : Lorsqu’ils ont enfin décidé de dupliquer ma commande, ils ont ignoré mes instructions de livraison et l’ont expédiée à l’adresse initiale, où je ne pouvais pas réceptionner le colis. Pire encore, ils ont bloqué la livraison jusqu’au 6 janvier sans raison valable, alors que le colis était prêt à être livré bien avant.

Communication inefficace : Tout au long de cette expérience, le service client s’est montré lent, incompétent et incapable de résoudre le problème de manière proactive. Mon impression est qu’ils cherchent uniquement à contenir le mécontentement des clients sans apporter de véritables solutions.

Pour un produit à 450 €, j’attendais un service irréprochable à la hauteur du prestige de la marque. Ce n’est absolument pas ce que j’ai vécu. Burberry a non seulement perdu mon temps, mais aussi totalement ignoré ses responsabilités contractuelles.

Je déconseille fortement de commander directement via leur site. Le prestige d’une marque ne devrait pas s’arrêter à la qualité des produits, mais inclure un service client à la hauteur. À éviter !

Matéo C.

I order a belt, they lost it in our warehouse. Tracking status is ,,package Awaiting Carrier Pickup,,. But they say they'll sort it out with the delivery service. They won't give the money back until they find it. I need to wait … it was my birthday present.

Service client déplorable
Une commande de deux articles pour un anniversaire la boîte d emballage très abîmée déchirée et le message d anniversaire qui devait l accompagner inexistant
Bref le service client ne veut rien faire !!!!
Au vu du prix des articles ce sera mon unique commande chez eux
Je ne recommande absolument pas c est pas du tout à la hauteur de leur image

Poor Customer Service!
I bought a baseball cap online, I contacted the CS team asking them to contact the warehouse team to pack a dust bag before the package send out but they said this is not the service they could offer and asked me to contact a nearby shop directly. So I called the New Bond Street store 3 times but the line once again connected to the CS team again! The CS team took down my message & said someone from the store will contact me but it never happened! This very disappointed me so I wrote an email to their Customer Service Team & complained about the poor service & stated my request again for a dust bag. But their answer was very unhelpful! They said they unable to mail me the dust bag & also unable to reserve 1 at the New Bond Street store & this is my decision whether I should spend 3 hours to go to London as this is not guarantee the store manager could give me 1😓! I can’t believe this is the customer service that a luxury brand provides. I don’t think I will buy their product again. When you purchase luxury brands you are not purchasing their product alone but also their service! This very very disappointing me! No wonder Burberry’s sales & revenue is continuing to drop! I wish them good luck!