burberry.com Reviews
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1.4 / 5
Average user rating
395
Total reviews
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burberry.com Reviews
Read real experiences from customers of burberry.com.
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Sheryle Paisley
March 9, 2026
Bait and Switch
When "Heritage" is just a Marketing Buzzword: A Disappointing Experience at BurberryI’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!
Jo Lawrence
January 21, 2026
Would ideally give 0 star.
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 [email protected] 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
WANXIN LIU
January 20, 2026
No refund from Burberry
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.
Ligita Gedviliene
December 30, 2025
⭐ 1 Star
⭐ 1 Star – Misleading delivery promises and unacceptable customer serviceMy 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.
Thilo
December 11, 2025
I would give 0 stars if I could.
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 availableNever again!
As AS
December 5, 2025
Extremely Disappointed — Poor Quality & Even Worse Customer Service
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.
Kelly Hussey
December 4, 2025
First and last time!
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!!
Alex
November 18, 2025
Issues With Order Cancellation, Delivery, and Customer Support
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.”
jane keeling
October 26, 2025
Paid $1000 for a Burberry bikini in…
Paid $1000 for a Burberry bikini in LondonSeam unraveled first wear-Took 4 plus weeks to get an abrupt “no quality issues” - “take it to a tailor”email from so called customer serviceDisgraceful UnethicalSays everything about the company and brand
Annoyed
October 22, 2025
Would ideally like to give no stars:
Would ideally like to give no stars:Ordered a scarfe for a gift for homeDelivery: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
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