Burberry — Local services in New York

Surprisingly had a terrible experience - and I love Burberry. I bought combat boots from Burberry previously that needed to be repaired due to a button falling off (why are buttons falling over $1k shoes?). I dropped them off at this store location to be sent for repair and the experience was fine, but then I was called by Carol to let me know that the shoe repair could not do anything to fix the button, so they would expedite the shipment back to me. It took an additional 3 days from that call for the boots to be ready to ship, then she went radio silent for a week, and I had no communication on where my boots were, if they were shipped, if they were lost - mind you this whole process was already more than a month for Burberry to fix nothing. I followed up 5 times with no response, then finally requested the store manager who told me he likely wouldn't know the answer for another day since it was Carol's responsibility. He ended up giving me a callback the same day and noted my boots had already been shipped and should arrive today - I was never sent any tracking or communication that the boots would be arriving (i.e., designer boots sitting in a package room with the high possibility of getting stolen). When I received the package, my boots were put in a plastic bag and just thrown into the box... there was no protection on them at all. The leather tops of the shoes were crushed and the bottom of one boot was rubbing up against the leather of another. All-in-all it was a pretty awful experience coming from a designer company. When you're spending that kind of money on something, you would expect that there is some sort of customer service to follow, or even care for the product....

I am not one to leave reviews, but I want to share my experience so far with everyone. I went into the store to buy Mother's Day gifts and ended up finding some scarves I thought would be perfect. The interaction in finding the items was fine. I ended up shipping the scarves to a domestic US address. I was never provided a shipping confirmation for the item. I tried to reach out several times for the following days after, and have been met with a dead end each time. They have tried to escalate the situation, yet no one from the store has ever reached out to me.

I bought something at Louis Vuitton 2 weeks prior, and that item was custom embossed, and also shipping to the same address as a gift. They provided a shipping confirmation the next business day after the embossing was completed, and the item arrived within 4 business days. I am not trying to say the scarves from Burberry need to arrive immediately, but the lack of communication has really left a sour taste regarding their customer service. I believe if you are providing a service of shipping things domestically, there needs to be follow up. These items are luxury goods, and there needs to be more specific follow up and at the very least, communication on why or how there is little follow up. I am not a regular customer at Burberry, but this experience has frankly left me contemplating if I ever want to buy more items here. 1/5 experience overall. I do not think the scarves are worth...

I find customer service at this location to be rather unappealing. I, myself, along with some other customers who's reviews I have read have had a problem with the staff. Will they help you try stuff on and sell you the product? Yes. Are they helpful with product related questions? Reasonably.

Here's the bad.

I was Buying a bit 4 pocket blue quilted jacket. Cost is $850. Now, I am from jersey and we don't have tax on clothing so I asked her if there was a way I could get the jacket for $850 rather than paying a hefty tax on It. Her reaction was as bad as they come. She immediately started laughing and even went over to her co-workers(ignoring me in the process) and laughed it off with them. I truly wish I said some nasty words to that women but I brushed it off and told her to have a nice day.

WHERE TO GO: I visited the shop in Greenwich village where I had an amazing experience with Darrel. He personally shopped for me and put together a great outfit. I will definitely go back.

WHERE I BOUGHT: I bought my jacket at Bloomingdales due to great service and they also had a power rewards program on the jacket I wanted. I paid $850 for the jacket and got a $200 gift card 30 days later in which I used for nice leather sperry shoes.

Conclusion: shop at Greenwich village, saks, or Bloomingdales for Burberry. Steer clear of the elitist...