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
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Review summary
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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
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
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
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Extremely poor customer service
Extremely poor customer service. I updated delivery details before purchasing online, despite checking the details were correct they delivered the items to an incorrect address. Customer service responses attempted to gaslight and misrepresenting the truth, deflecting blame claiming I 'mistyped' the address or 'sorry you put in the wrong address', as evidenced by their response claiming the incorrect details were confirmed before checkout which is erroneous based on screenshot evidence. I cited customer regulations act 2015, distance selling act, and 14 day cooling off period but they refused to accept it was their fault and told me to go find the incorrectly delivered items and return them myself claiming they fulfilled their responsbility by delivering it even though it was delivered to a wrong address. It is not a customers responsbility to try and retrieve items which were incorrectly delivered, and the the customer is well within rights to obtain a refund within 14 day cooling off period as the error wss noted to them immediately upon receiving the incorrect details on the confirmation email. Due to no real customer service and it being AI responses actual customer service is noj existent and they refuse responsbility for their own errors.
30 December 2025
Unprompted review
Reply from Burton
Hello Karim,
Thank you for taking the time to leave a review. Once an order has been delivered we are unable to cancel the order, and the 14 day cooling off period would then only apply if the items are returned back to us. As the order was delivered to the address on the order, which is confirmed by the customer at checkout, we are only able to advise to collect these items from the delivery address.
Take care
- Rebecca
Do not buy from this company
Do not buy from this company.
Ordered a suit for next day delivery for a funeral. Paid for overnight delivery. Suit was not delivered and still not delivered 10 days later.
Ordered a second suit for InPost locker delivery, also not delivered.
Tried to contact them but there is no contact number and complaints can only be handled over email, whatsapp or text message. Every time you connect you get a new advisor and they tell you to wait and don't come back to you.
Had to resort to CAB and Trading Standards and use chargeback to obtain a resolution.
They operate through the Debenhams website but make no mistake, this is no longer the Debenhams that we used to trust.
14 January 2026
Unprompted review
Reply from Burton
Hello Rob,
Thank you for taking the time to leave a review, and I am sorry to hear that there has been a delay with your orders.
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
Awful shopping experience - Can someone from Burton please assist?
I was sent the wrong item by Burton, which was very inconvenient. I ordered a suit and yet was instead sent 2 pairs of trousers! Very disappointing. The label on the bag was infact correct (jacket - 42R), but then the item included in the bag was incorrect (trousers - 34R). I returned both items together, but was only refunded for the correct item, but not the incorrect item! I am therefore still owed the difference (£37.44 for the incorrect item, calculated as £62.01-£24.57). Please refund this amount that is owed to me urgently. It makes absolutely no sense why Burton would miss off this part of the refund (which is the majority of the amount owed to me!), particularly as that was the incorrect item sent by Burton in the first place that caused me to therefore return the package!! Please fix this asap, this is very frustrating and has been a terrible shopping experience overall. The Order number is DUX049703363.
6 January 2026
Unprompted review
Reply from Burton
Hello Chris,
Thank you for taking the time to leave a review. I am sorry to hear that you received an incorrect item with your order, and that you have yet to receive your full refund after you have made the return.
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 resolved for you.
https://www.burton.co.uk/pages/informational/contact-us
Take care
- Rebecca
No refund for my return, SCAMMED by Burton
I was scammed by Burton. I returned several items in the SAME return package, and only received a refund for two of them, while the rest were never accounted for in the refund despite all being in the same return package.
I attempted to contact Burton customer support through Messenger (in what world does a legitimate company force its consumers to contact them for a basic refund through Messenger of all things, not even an e-mail?), and was met with an AI chatbot who just ran me in circles, then weeks later just asked the same question it asked me at the very start, resolving nothing.
I am still attempting to get in contact with a real human, but they don't seem to care about their customers at all. Hundreds of pounds gone because there is no accountability to be had and they refuse to connect me to a real person.
Only buy from here if you're fine with getting scammed out of your money. I DO NOT recommend this outlet.
22 November 2025
Unprompted review
Reply from Burton
Hello Mehdi,
Thank you for taking the time to leave a review, and I am sorry to hear that you have yet to receive a refund for all of the items you have returned.
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. 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.
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 Not Delivered After Over a Month
Order placed on 28th November 2025, and as of 4th January 2026, four items have still not been delivered.
I placed the order on 28th November 2025 during the Boxing Day sale and paid extra delivery charges for faster shipping.
Debenhams items were supposed to be delivered by 3rd December 2025, and Smart Living items were supposed to be delivered by 5th December 2025.
Four items from Smart Living have still not been delivered. There is no proper customer support, and the AI support is terrible.
28 November 2025
Unprompted review
Reply from Burton
Hello Ram,
Thank you for taking the time to leave a review, and I am sorry to hear that you have yet to receive all of your order.
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
Terrible Burton have lost the sparkle
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 delivery. No phone number for contact,Email comes back not known and messaging via no replies.I had to go through Paypal to TRY and get a resolution but with Burton been so slow at replying still awaiting part refund.
27 December 2025
Unprompted review
Reply from Burton
Hello Alan,
Thank you for taking the time to leave a review. I am sorry to hear that there has been a delay with part of your order, and that there was an issue with applying your premier service at checkout.
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
No refund of item sent back on 4…
No refund of item sent back on 4 December 2025, which was received on 6 December 2025. An email was received on 10December 2025 2Your refund is on the way".
10 December 2025
Unprompted review
Reply from 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, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.burton.co.uk/pages/informational/contact-us
Take care
- Rebecca
Paid for deliver, Worst experience ever, missed deadlines, zero support, avoid at all costs
Paid for standard delivery. Got a promised date. They blew past it. Then they quietly pushed the date back without a single heads up. That’s not just bad service, it’s disrespectful.
I reached out for help. No response. Their site doesn’t even have a real customer service chat, just a useless messenger option that nobody monitors. You’re left stranded while your order sits in limbo.
Here’s the reality:
They don’t deliver on time.
They don’t communicate.
They don’t care.
If you value your money, your time, and your sanity, DO NOT order from this company. They will take your cash, miss their own deadlines, and leave you chasing shadows. Absolute nightmare.
Warning: Save yourself the frustration and shop anywhere else. If there was a zero star, I would have put it.
19 December 2025
Unprompted review
Reply from Burton
Hello,
Thank you for taking the time to leave a review, and I am sorry to hear that there was 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.
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.
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
Never arrived and Struggling to get through to anyone for a refund
Ordered several items (Groomsmen Suits), has been processing for several days customer services states will be delivered on 19 but have yet to receive any email or confirmation of items been dispatched. Terrible service and customer service, can't cancel order can only return items however the items never came or were dispatched to me so how can I return things that never arrived. Wish I had checked this platform before placing my order, would never have done it. Not sure what happened to Burtons used to love their items back in the day but will never use them again after this. I just want my money back and ASAP
9 December 2025
Unprompted review
Reply from Burton
Hello Joel,
Thank you for taking the time to leave a review. We do ask to allow until the estimated delivery date for your items to reach you, but if these do arrive after they are required you can return them back to us for a refund.
We do value your feedback, especially when it helps us identify areas for improvement. We are sorry that we didn’t meet your expectations on this occasion.
Take care
- Rebecca
Two items are missing was meant to be…
Two items are missing was meant to be delivered on the 13th no sign or anything what’s going on these gifts are for Christmas I’ve emailed three times now and nothing my order number is DUX048560298 the jeans and T-shirt are missing I need to know what’s going on ridiculous or else am going through my bank and classing this as fraud
11 December 2025
Unprompted review
Reply from Burton
Hello,
Thank you for taking the time to leave a review. I am sorry to hear that there has been a delay with part of your order, especially as these were Christmas presents.
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
Non-existent customer service
Emailed several times about product delivery but got no replies.
13 December 2025
Unprompted review
Reply from Burton
Hello Jack,
Thank you for taking the time to leave a review, and am sorry to hear that there has been a delay with a our response to your delivery query.
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
I am missing half my order
I am missing half my order
No one from the customer service message or what’s app channels either gets back to you
Please either send the missing items immediately or refund
The worst customer service I have ever recieved
28 November 2025
Unprompted review
Reply from Burton
Hello Darren,
Thank you for taking the time to leave a review, and I am sorry to hear that you haven't received half of 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
Spoke to Kai on Instagram to sort a…
Spoke to Kai on Instagram to sort a return, great customer service 👍🏾
9 December 2025
Unprompted review
Reply from Burton
Hi Nate,
Thank you for taking the time to leave us a 4* 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.
Thank you and take care.
- Rebecca
Clowns!
Sent items back, and trying to get a refund is like pulling teeth, without the fun.
4 December 2025
Unprompted review
Reply from Burton
Hello James,
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, but if you wish to have a more specific date you will need to contact our customer service team using one of the options below.
https://www.burton.co.uk/pages/informational/contact-us
Take care
- Rebecca
I've actually came across this page…
I've actually came across this page while googling to find out if this companies a scam. I ordered a suit jacket on the 1st and paid for the next day delivery (I need the suit for an event on the 4th) its now the 3rd and had no email to say it's been dispatched so I emailed them and theyve replied that if it's not delivered by the 13th then to email them back. It's no to use to me now and I now have to go out tomorrow to buy another suit. I wish I'd checked their reviews first
3 December 2025
Unprompted review
Reply from Burton
Hello Jamie,
Thank you for taking the time to leave a review. I am sorry to hear that there has been a delay with your order, especially as you needed the suit jacket for an event.
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
Will not deliver anywhere remotely on time
Never had an issue before.
Ordered on Sunday (28th)
Due for delivery Weds (3rd) at a cost of £3.99 (Guaranteed delivery within 4 days)
I got in touch on Wednesday as i had not received any correspondence. Estimated date was now the 6th December. Said items bought are for a works do on the 5th December, left me in a predicament.
Am told I would be passed onto a Customer Service Advisor... unsure how that happens on Messenger... and responses may be slow.
I offer to pay more for a faster delivery... no response. 2 hours and 30 minutes later mind.
Honestly horrific experience, when i normally have no issues. Is a shame. Looks like i will not have what i ordered in time for my works do. Makes the entire order pointless, but the customer service has been non existent. Not only did i have to contact them to find out my delivery would be delayed... its 1.15pm and ive received no email... but they are not doing anything by way of assistance.
Useless frankly.
3 December 2025
Unprompted review
Reply from Burton
Hello Luke,
Thank you for taking the time to leave a review, and I am sorry to hear there has been a delay with your order, especially as this is for a work party.
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
Can not get a refund for tracked return
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 despite “Burton London” webpage. I would advise to avoid any purchases.
3 December 2025
Unprompted review
Reply from Burton
Hello Mike,
Thank you for taking the time to leave a review, and I am sorry to hear you have been unhappy with the quality of the items you have purchased.
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. 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
Where are my money scamers
Where are my money scamers order DUX045761507 you should be ashamed holding onto people hard earned money
14 November 2025
Unprompted review
Reply from Burton
Hello,
Thank you for taking the time to leave another review. Please refer to my response on your first review advising on your refund.
Take care
- Rebecca
Their website is shockingly bad.
26 November 2025
Unprompted review
Reply from Burton
Hello Jamie,
Thank you for taking the time to leave a review. We appreciate your feedback on the website. We appreciate your input, and we hope you decide to give us another chance in the future.
Take care
- Rebecca
Trying to return item asking asking for…
Trying to return item asking asking for order number?¿ no invoice with package wish I had looked here before ordering highly disappointed with service bring back the shop
23 November 2025
Unprompted review
Reply from Burton
Hello Susan,
Thank you for taking the time to leave a review, and I am sorry to hear that you are having issues with your return. We no longer include invoices with parcels, but you can find the order number to make your return in your confirmation email.
If you have any further queries regarding the order or return, 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 resolved for you.
https://www.burton.co.uk/pages/informational/contact-us
Take care
- Rebecca
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