Burlington — Local services in Daly City

I’m confused as to what is in air here but the customer service was something out of a nightmare. I walked in and beeped and was told I would have my bag checked on the way out, no worries I completely understand trying to keep product safe. Looked around at the bags for a bit and was pleasantly surprised on the selection! Found one that I liked but I wanted to check Ross just to make sure that was the one. When I asked to put it on hold, no one was at the registers so I looked around, a bit later someone is behind me and announced themselves in a concerning and demanding tone. I asked to put said bag on hold in which the employee said that they could hold it for ten minutes Ok, makes sense I understand not wanting to hold something for too long but the tone in which I received it was very reluctant and sassy. I walk out and since I beeped in I was asked to have my bag searched. I open my bag as I am approaching loss prevention and asked if I was ok. I kept hearing mumbling and asked again in to which the talking under his breath continued. I never understood what he said but I’m assuming if it was something respectful he would’ve said it so I could hear it. I run over to Ross and didn’t find what I was looking for. I wanted to come back to get the purse but was definitely reluctant. I felt that it would be easier to just put the customer service to the side and purchase it. I didn’t beep on the way in so that was ok and the cashier I will say was a bit nicer and I was pleased to see that it was on sale. Constructive feedback: Value customer service over product and make sure that employees are doing well enough to be at work. As someone who works in retail I understand that not everyone can be in a good space and as managers you need to see how they are doing and be understanding of their...

Dear Burlington Customer Service,

I am writing to formally report a distressing experience I had at one of your store locations while attempting to return a piece of damaged luggage I purchased approximately three weeks ago at the Serramonte Burlington. I was deeply disappointed not only by the quality of the product, which ripped during its first use, but also by the manner in which I was treated when seeking a resolution.

When I visited the store to request a refund for the defective item or an exchange and I was met with hostility and inappropriate behavior from the store supervisor on duty. Instead of processing my return in accordance with your policy, I was accused of “running a scam,” which was not only untrue but also deeply insulting. I have never experienced such disrespectful treatment as a paying customer.

I have my original receipt and can provide photos of the luggage showing the damage. The item was used once under normal travel conditions and is clearly defective. I am requesting a full refund for the purchase or an exchange and filing a formal complaint regarding the behavior of the acting store supervisor involved.

Details of the incident: • Date of Visit: Saturday, April 19, 2025. • Store Location: Burlington Serramonte, Daly City • Item Purchased: Guess Luggage • Supervisor was an African American woman, wearing jeans and orange shirt, with a sweater.

I would appreciate your immediate attention to this matter and a response outlining the next steps for both my refund and the handling of the staff...

BE ADVISED: Fitting room ONLY OPEN on weekends, even if there are plenty of workers and its slow. Weird policy.

Room for improvement all around. Hope they do well since it’s a new location and with all things considered I’ll give them some leeway but something is definitely wrong here.

I will say the menswear dept has improved in that it’s fully stocked now and the racks were extended. They didnt have coats for the longest time. Again weird.

Maybe someone important will see this. As a newer location you need to make a good first impression, the holidays are coming and you’re not there yet. I’ve been in half a dozen times and mine take is hovering over lukewarm at best. Your success is riding on your proximity to Ross at the moment and Burlington is a beloved destination brand.

Granted its a smaller footprint store than usual, so you HAVE TO BE that much more on top of things. It needs to feel curated, intentional, and a little more elevated, that’s the vibe I expected in a storefront. The usual fill a warehouse with discounted cast offs model wont fly here. We love that too but read the room. It’s a coming off blah let down experience which isn’t sustainable. There is an opportunity to create a better experience if done correctly.

Best of luck. “Were rooting for you, we’re all rooting...