Thanks. I’ve never had problems before with other high end bags. Burberry has really disappointed me.
Burberry Does Not Stand Behind Their Products
- Thread starter Lodpah
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I don't get it, I don't know where you're from, but there must be a warranty (as an example 2 years in Europe). Of course that does not cover normal wear and tear and "abuse", but in this case it should apply.
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That really sucks. I feel like Burberry as a brand do not innovate nor do they know which direction they want to go in. I agree that they are a 3rd tier company now.
My Mom bought a Burberry barrel bag (similar to LV’s papillon) years ago at the boutique. Within a somewhat short amount of time, the way the handle was attached to the bag came undone. She took it in and they were extremely dismissive and told her it would be an expensive repair at around $200. My Mom grabbed her bag and walked right back out and took it elsewhere for repair.
I contacted Burberry about the “bubble” that formed on my bag. I was told to bring it to a store. I travelled 5 hours to a store and was told by the salesperson that the manager said it was “normal wear and tear”. The manager didn’t even bother to come out and look at the bag!
I’ve been told now by their customer service to try another store”.
Would NEVER buy from them again!
I’ve been told now by their customer service to try another store”.
Would NEVER buy from them again!
They also don't stand behind their accessories. Many years ago they made a chunky scarf that appeared on the Prorsum runway which they described as "100% cashmere" on their website. So I bought it thinking it was all cashmere. When I got the item the caretag said it's a nylon-wool blend. So I filed a complaint, telling them that they were misleading. You know what they did? They literally changed the item description from cashmere to nylon-wool blend on their website. And they never contacted me back.
Amazing.
Amazing.
I haven't enjoyed the customer service at Burberry. I had a problem with a watch and they eventually said they would send it to be fixed but that it would take 8 months! I took it to a watch repair company that fixed it in a few hours.
Same thing with the trench coat - it is difficult to convince them to adjust the trench coat - hem or shorten sleeves or fix loose buttons. I bought a trench a few years ago that needed the sleeves narrowed and shortened. The seamstress narrowed the sleeves from the elbow to the wrist but didn't narrow it from the shoulder to the elbow - it looked ridiculous. When I pointed out that the whole sleeve should be equally narrow she left in a huff and the Burberry store said I would have to pay an additional fee.
The SA told me that next time I should buy a coat that fits and that is why the SA is there to help me!!??
Suffice it to say, I was pretty upset at the service and was considering never going back if they charged me to fix the top part of the sleeve. Thankfully they agreed not to charge but I was soured on the Burberry experience.
Same thing with the trench coat - it is difficult to convince them to adjust the trench coat - hem or shorten sleeves or fix loose buttons. I bought a trench a few years ago that needed the sleeves narrowed and shortened. The seamstress narrowed the sleeves from the elbow to the wrist but didn't narrow it from the shoulder to the elbow - it looked ridiculous. When I pointed out that the whole sleeve should be equally narrow she left in a huff and the Burberry store said I would have to pay an additional fee.
The SA told me that next time I should buy a coat that fits and that is why the SA is there to help me!!??
Suffice it to say, I was pretty upset at the service and was considering never going back if they charged me to fix the top part of the sleeve. Thankfully they agreed not to charge but I was soured on the Burberry experience.
I bought a trench coat from Burberry website during covid period. As I was a UK12, I bought my trench coat in that size. I went back to Burberry to alter the length and they did not charge me for it. However, when I lost some weight later on, I realised that the coat looked huge on me and when I called up the store, they said they do not do other alterations besides the length of the coat.
Luckily for me, I managed to find a seamstress to alter the size to suit me. The seamstress did a good job as I could not find any signs of alteration at all!
Luckily for me, I managed to find a seamstress to alter the size to suit me. The seamstress did a good job as I could not find any signs of alteration at all!
defiantly don't stand behind their trench coats. I got a brand new one from flannels with a popped stitch at the very bottom. spoke to 2 Burberry boutiques plus customer service and they all acted as if they have never seen anything like it before and refused to repair it for me. advised I get a refund and repurchase from them directly. they sent me photos of one they had in without the issue and convinced me that my issue is unheard of and a one off. before I purchased with them I went in without letting them know that it was me they had spoke to and found 9/10 of the coats had the exact same issue in store. felt like id been lied to.
I've since seen a post on this forum with a photo of this issue too.
granted Burberry were prepared to hunt me down a perfect one but I was able to get a substantial discount with flannels, £800 to be exact for a brand new coat so I decided to go back to flannels and purchase with them. flannels are also covering the cost of fixing the loose stitch for me as they can see it seems to be a repeated issue with the trench coats.
I think it's the lying part that irks me the most. I get it, it's a business and they're advertising their products and their store, but surely, this could've been worded differently? No doubt the SA you spoke with on the phone knew about the stitching issue. Also, pros to Flannels for stepping in.
one of the SA’s i spoke with back tracked when i made them aware of it being me who they spoke to. They then admitted that they had seen it but they’ve never seen it come undone or had clients return with a problem later down the line from it as its back stitched.
I dont care if they knew about it and pretended they didn’t, it was the fact i told them it didn’t bother me if it wont cause a problem and they made out this was a big problem, they wouldn’t repair it themselves even if i pay thats how bad it is and told me I should return the coat immediately to which i did and went through a load of hassle travelling around looking for a perfect one. ( i didn’t actually find one in my size)
Realistically they knew this was quite normal so i have no other explanation apart from them wanting to make the sale themselves?
They also said they cant send the trench coats back to where they are made so it will always be a local repair even if purchased directly from them. Does anyone know how true this is?
I love burberry as a brand i buy all my children’s clothes from them and i’ve never had a problem so i was very disappointed to learn they dont really have much of an after sales service for their trench coats.
If i take my items to chanel, louis vuitton and hermes they will repair no questions asked. Even gucci were fantastic with aftersales when i didn’t purchase directly. The least burberry can do is look after clients who purchase trench coats when they have been purchased new and can provide a receipt imo.
This is the issue i keep finding on the coats for reference. You may have to zoom in but the bottom stitch should go all the way around. It seems like it’s popped and there’s no thread running under/around the bottom of the coat. Burberry confirmed it should have a piece of thread in place.
Both sides are back stitched so shouldn’t cause a problem but only time will tell.
I paid £1100 in flannels because i found this issue so i feel like I've got a great deal but this photo is of the one i tried in burberry where they would have charged me the £1890.
Both sides are back stitched so shouldn’t cause a problem but only time will tell.
I paid £1100 in flannels because i found this issue so i feel like I've got a great deal but this photo is of the one i tried in burberry where they would have charged me the £1890.