Still waiting for details hasn’t even started the shipping process 2 days after it was supposed to arrive which is pretty funny lol tried emailing them and no reply for a day and a half so far it’s li... Ver mais
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Leia as opiniões dos outros
Wish I could give zero! Ordered an item but realised I ordered the wrong size. Requested to cancel immediately before order had even begun processing let alone dispatched however they refused and are... Ver mais
Ordered on the 3rd April. Was given an ETA of 11th which is longer than most other companies. No issue for me as long as the item arrives on time. It's now 4 days late and there is no sign. The only c... Ver mais
No goods delivered and could not contact them. Will be reporting them to Trading standards for fraudulent trading. Do not buy from them. They take your money and do not deliver. You can't even unsub... Ver mais
Informações sobre a empresa
Informação fornecida por diversas fontes externas
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
Informações de contacto
1,4
Muito mau
1 mil opiniões
Sem histórico recente de solicitação de opiniões
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Como esta empresa usa o Trustpilot
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I still haven’t received my gift card…
I still haven’t received my gift card refund for order DUX043830323, and this delay is getting extremely frustrating. The customer service experience so far has been ridiculous — I’ve been patient, but I just want the refund I was promised.
Still no refund after update
22 de setembro de 2025
Opinião espontânea
Resposta da Burton
Hello Saty,
Thank you for taking the time to leave a review, and I am sorry to hear you haven't received your refund voucher. This is showing it was issued on 2nd October to the email address used to place the order. I have resent the confirmation now. Please check your junk or spam folder, as it may drop in there instead of your inbox.
Take care
- Rebecca
Ordered a pair of shoes
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 the package was delivered to me. Replied with proof of delivery photo proving it was not delivered to my address. No reply received since. Will be referring it to trading standards as a breach of the 2025 consumer rights act. Will never be shopping with them again.
28 de outubro de 2025
Opinião espontânea
Resposta da Burton
Hello Colin,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delivery issue with your order.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Worst customer service
Worst customer service! No one responds! Burtons return portal does not recognise my order number DUX045431999 and therefore I can’t return my order. Contacted the company on multiple occasions via whatsapp and email no-one responds!
2 de novembro de 2025
Opinião espontânea
Resposta da Burton
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear you are having issues with your return.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Use of AI for customer service
Use of AI for customer service. Wouldn't recommend.
25 de outubro de 2025
Opinião espontânea
Resposta da Burton
Hello Charlie,
Thank you for taking the time to leave a review. Whilst we do utilise AI to resolve simpler queries, you can request to speak to an agent at any point in the conversation, and the system will transfer you to the next available advisor.
If you have any further queries regarding your order, please reach back out to our customer services team using one of the methods in the link below, and they will be happy to help get this resolved for you.
https://www.burton.co.uk/pages/informational/contact-us
Take care
- Rebecca
Paid for premium next day delivery & it got dispatched & delivered 2 days later
Bought a suit for a family funeral at 5.30pm & paid £6.99 to have it delivered the next day, with the cut off being 9pm. The following day, nothing had arrived & tracking hadn’t been updated. It hadn’t even been dispatched! I had a tracking number, but when searching on the couriers website (DPD) it said the tracking number didn’t exist. You can’t call them, so instead have to message them on WhatsApp, Messenger or text. I used all 3 & got a bot, who eventually all told me someone from customer services would answer me.
We got no reply, so had to drive to our nearest town to find an alternative at an added cost & an hours worth of driving on top.
The following day, tracking was updated & the suit arrived, a day later than what we had paid for (premium next day delivery).
The day after that (2 days after it should have arrived & since I contacted them), I got a reply from my WhatsApp message via email, so don’t expect a fast reply. The email didn’t acknowledge that the delivery arrived late, but gave me a link to tracking saying it had been delivered & that they hoped we enjoyed the suit. It was for a funeral & we had told them that, so felt it was incredibly insensitive. I have replied requesting a refund in postage as it did not arrive when they said it would & we paid extra for it to arrive so quickly. On top of this, to return the suit that arrived late because of them, they expect us to pay £1.99! If a return is necessary because the sellers dispatched it after it should have already been delivered, the customer shouldn’t be paying to return their goods!
When Burton were on the high street, they were great & that is why we ordered here. After this though, I would never order from them again!
21 de outubro de 2025
Opinião espontânea
Resposta da Burton
Hello,
Thank you for taking the time to leave a review. I am sorry to hear that there was a delay with your order, especially as this was needed for a funeral.
As we are an online based customer service centre, we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case. Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Poor Quality material.
I have been buying Jeans from Burtons for years when they had shops in the high street,I was always happy with the service and quality of my purchases but since they have been selling online for some reason the quality off the jeans is very poor,I ordered two pairs but the quality of the material was very poor and on one pair the zip wouldn’t work,after alot off hard work trying get my problem resolved, I was contacted by Aibelle from customer service and she was brilliant at her job and very understanding,she issued me with a full refund for the damage jeans,but as far as Burtons jeans are concerned I will not be buying them again sorry to say as the material is of poor quality,but once again I would like to say a big thank you to Aibelle for her service.
16 de outubro de 2025
Opinião espontânea
Resposta da Burton
Hello Peter,
Thank you for taking the time to leave a review. I’m sorry to hear that you have been unhappy with the recent quality of the jeans, and that one pair of jeans had a faulty zip. However, I'm glad you reached out to our team, where Aibelle was able to look into matters and ensure this was resolved as quick as possible.
I will be sure to pass on your kind words on your behalf.
Take care
- Rebecca
Would give no stars if possible
Would give no stars if possible. They use evri, who stopped updating information on delivery more than 10 days ago and of course I can't contact them. Burton require me to use social media about the order, which I object to. Their customer service insists I wait for at least 3 weeks before they will even look into this. At which point I expect them to ask me to re-order and the whole hassle will start again. Totally useless and I will not buy from here again.
Update - Despite the company's reply, the order of course did not arrive. I was then finally able to ask for a refund. I received an email saying this has been processed. Going through the useless contact through messenger process I was told that it could take up to 24hrs after this to get the refund in my account. TWO WEEKS later the refund has not arrived either. Messenger agents refuse to assist and there appears no other way to get a response from the company other than posting here. Although I won't hold my breath and I await your fob off on here too. As previously stated, avoid this company.
15 de outubro de 2025
Opinião espontânea
Resposta da Burton
Hello Sasha,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delay with your order.
Our customer service team will have asked to allow until a date for the parcel to arrive as this is the earliest date in which they can declare this as lost.
The parcel is expected to get to you before then and the courier will be working hard to deliver this as soon as possible. Although the majority of our orders are delivered within the timeframe selected at checkout, delays with them do sometimes happen that are out of our control and when they do, the courier asks to allow time to have the delay sorted and the parcel delivered. Rest assured, should the parcel not reach you, we will absolutely have this order refunded or resent for you. I appreciate your patience with this.
Take care
- Rebecca
Horrendous customer service
Absolutely terrible service. Sent returns back 3 weeks ago and still not received refund. Despite using all the channels to make contact with them zero response. This firm should be reported to trading standard.
30 de setembro de 2025
Opinião espontânea
Resposta da Burton
Hello,
Thank you for taking the time to leave a review. We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. I can assure you that the refund for your return will be processed.
Our customer service team is currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual. Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
Take care
- Rebecca
Items have gone missing in with a…
Items have gone missing in with a return for a refund and the customer service is dismal. No reply from emailing since the 29th September. They promised a refund on the 28th. Still waiting.
A separate issue arise with the items I kept, these are faulty. They have shrunk in the wash. Again customer service is appalling. Just WhatsApp messing with a bot and then emailing with different people, explaining the issue several times, and long waits. No reply about this for 5 days now. Nobody to call and nobody has returned a message when I have asked for a manager to contact me. Might be an email to the ombudsman or whoever.
Absolutely will not buy from here again.
6 de outubro de 2025
Opinião espontânea
Resposta da Burton
Hi,
Thank you for taking the time to leave a review of your recent experience. Really sorry to hear about your issues with your recent order.
We do value your feedback, especially when it helps us identify areas for improvement.
I'd kindly advise to contact customer services for an update if this still hasn't been resolved -
https://www.burton.co.uk/pages/informational/contact-us
Thank you and take care.
Rob
Don't let these scammers have your money
Not possible to give no stars, don't let these scammers have a penny of your hard earned cash.
I bought an item, didn't fit, I returned it, they advised a gift card would accelerate the refund, I wanted to order the same so agreed.
I eventually got a gift card for £52, I spent £72.
They sent me a second but it was not valid, I bought the item using the £52 card but was charged an extra £20 for the item.
They are absolutely impossible to get hold of, don't reply to the only three methods of contact, email, WhatsApp and messenger.
I will pursue my refund even if I have to pay for legal assistance.
They shouldn't be allowed to trade.
Regarding the reply, yes, it was dealt with, but due to the time taken the same item cost me £20 more so still out of pocket.
3 de setembro de 2025
Opinião espontânea
Resposta da Burton
UPDATE:
Hi,
Really sorry to hear about your issues with your recent order.
I can see this has now been dealt with by customers services but I will be sure to pass on your feedback.
Thank you and take care.
Rob
--------------------------------
Hi,
Thank you for taking the time to leave a review, and I am sorry to hear that you have had some issues with your gift voucher refund.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
Where is my refund
Where is my refund? The whatsapp messenger service advised my refund had been processed on the 26th August 2025, My order number is: DUX043384481, I am still awaiting my refund, Can someone from Burtons customer service look into this, Awful customer service.
26 de agosto de 2025
Opinião espontânea
Resposta da Burton
Hi Harkesh,
Thank you for taking the time to leave a review regarding your refund. I can see that this is processing, and will be with you soon.
We have up to 14 days to process your return once received and issue your refund back to your account. Depending on your payment method it can then take up to a further 5 days to show as an available balance again. This will be with you no later than 14th September.
Thank you for your patience,
- Rebecca
Great Customer Service
Kai has been very helpful with my order and provided great customer service
29 de agosto de 2025
Opinião espontânea
Resposta da Burton
Hi Tom,
Thank you for taking the time to leave us a 5* review!
I’m so pleased Kai was able to provide you with a wonderful customer service experience. Positive feedback is great to hear, and we appreciate your kind words.
I will be sure to pass on your thanks.
Thank you and take care.
- Rebecca
Trying to return items online portal…
Trying to return items online portal won't let me do this.many emails sent.was told in one that portal works OK.still unable to make return,sent several emails no one responding to any now.
8 de agosto de 2025
Opinião espontânea
Resposta da Burton
UPDATE
Hi Denise,
Thank you for sending over the order details. I can see that our customer services team have now resolved this for you, and sent over a QR code for you to make your return on 6th September.
Many thanks,
Rebecca
-----------------------------------------------------------------------------------------------
Hi Denise,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having some issues with the return.
I will need a few more details from you to get this looked into. Please could you reply to the message you will have received off Trustpilot requesting more information. We will require your order number and email address linked to your order.
Many thanks,
- Rebecca
Thank you for your response
Thank you for your response. However, this information is incorrect. In the past, I have always received my refund via the same method as my payment. The goods were returned on 9th July, and I received vouchers for £152 to my email. 23 August after various email
The total refund due was £222. With the 10% uplift, that should be an additional £22, bringing the voucher total to £244. Please stop trying to cover mistakes and arrange for the missing balance to be refunded to me without further delay.
DUX042290659
25 de agosto de 2025
Opinião espontânea
Resposta da Burton
Hi Saty,
Thank you for taking the time to leave another review. I can see that a member of our team has responded to your email querying the refund on 29th August, and has explained all the refund details. Please check your junk or spam, as it may drop there instead of your inbox.
Take care
- Rebecca
Didn’t receive goods I ordered!
I am currently awaiting a response from this company but not holding out much hope for a swift resolution to an order which I haven’t received! I ordered 3 pairs of shorts & received only 1 pair! I have a delivery note which states only one pair have been sent, I have sent photographs & emails & guess what?? No response! I am extremely angry & dissatisfied with this company & will be taking this issue further
25 de julho de 2025
Opinião espontânea
Resposta da Burton
UPDATE
Hello Ruth,
Thank you for sending over the order information. I can see that a replacement was sent out to you, and received by yourself on 13th August. I am glad to see that the issue has now been resolved.
Take care
- Rebecca
----------------------------------------------------------------------------------------------------
Hello Ruth
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you are missing two pairs of shorts.
Our customer service team are currently handling an unusually high volume of enquiries, which means response times are unfortunately longer than usual.
Please rest assured that we are doing everything we can to get back to everyone as quickly as possible.
We have reached out to you today (6th) as L&R have requested more information. Please get back to us at your convenience and we can look to get this resolved for you.
Thank you
-Stacy
Joke of a company
Joke of a company. Accidentally chose the gift card return option instead of to my bank account and there is no way of reversing it. For a second purchase, I request a bank account refund, after receiving confirmation of the refund, it didn’t arrive for 3 weeks. I enquired via the pathetic WhatsApp function only to be told that there was an error in the refund and that it’s been resolved as they’ll issue a gift card instead. Almost a scam for taking my money without my consent. I will consider legal actions against these crooks.
28 de julho de 2025
Opinião espontânea
Resposta da Burton
Hello Shuheb
Thank you for taking the time to leave a review on your recent experience..
I'm sorry to hear you are unhappy with your refund selection.
The method of refund - whether to your original payment method or a gift card - depends on the selection you make at the start of your return. One of these options needs to be selected before you can continue with a return, and can not be selected by the system.
Once selected, they cannot be changed.
When returning items, it's a customer’s responsibility to read and understand the options clearly outlined during the process.
Thank you
-Stacy
Reasonable price
Reasonable prices for a range of clothing and apparel
27 de julho de 2025
Opinião espontânea
Resposta da Burton
Hi Gregory
Thanks so much for taking time to leave a five star review for us! Your feedback is very much appreciated. Have a great day - Dean
Don't bother paying extra for next day…
Don't bother paying extra for next day delivery. They use Evri (formerly known as Hermes) and as everyone knows there's more chance of three drunk racoons in a trenchcoat handling your delivery correctly than that shower of scam artists pretending to be a delivery company.
I like their clothes but not really any good if I can't actually get them.
Edit: in response to the reply, yes I did thanks. I now have the pleasure of waiting until 11 days beyond the "next day delivery" slot for you to determine if the parcel is lost or not, and I'm now the proud owner of a "next day delivery" voucher so if I ever decide to try and order something from you again I can also repeat my terrible delivery experience. I feel like this is a pretty poor attempt at recovering the situation.
12 de julho de 2025
Opinião espontânea
Resposta da Burton
Hello Graeme,
Thank you for taking the time to leave a review on your recent experience.
Please reach out to our customer services team using one of the methods in the link below, and they will be happy to help get this looked into for you.
https://www.burton.co.uk/pages/informational/contact-us
Thankyou,
-Lucy
Absolutely useless
Absolutely useless. You can't speak to them if anything goes wrong. It's Whatsapp text only, email or Instagram. Utterly useless. If you complain in Whatsapp they just won't respond because it's text and they can just stop typing.
12 de julho de 2025
Opinião espontânea
Resposta da Burton
Hi Kevin,
Thank you for taking the time to leave a review of your recent experience.
We are an online based customer service centre, so we do not have the facilities to make or receive calls. All contact is done so online so we can keep a full record of your case.
Whilst we do use AI to route our queries to the next available advisor and to answer some very basic queries, you are always able to speak to a human if you request it, as this has been set up to understand this if requested.
Thank you and take care.
Rob
Shocking customer service. Avoid
Been a Burton customer for years always like their quality and and fair pricing but their customer service and professionalism has gone downhill. I recently returned to sperate order in two different parcels at the same time in the same post office store and I've received a full refund for 1 and the other has an item missing that they can't do anything about apparently as so Im meant to accept just losing money because of their mistakes? What a joke. DO NOT RECOMMEND
5 de junho de 2025
Opinião espontânea
Resposta da Burton
Hello Jack
Thank you for taking the time to leave a review on your recent experience.
I'm sorry to hear you have faced issues with a recent return and not being refunded in full.
If you would like this to be reviewed again please ask our customer service team to escalate to the seller or our own Claims team.
Please have your proof of postage receipt at hand, as this will provide information on your parcel.
Thank you and take care
-Stacy
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