Burberry — Local services in New York

I was visiting my best friend in the city this weekend and knew she had an exchange to make in soho. Prior to arriving to the store she explained her previous experience included an overly aggressive sales associate who pushed her into purchasing a bag she didn’t love and was was hoping to avoid the same experience and exchange for something she would actually wear. The start of our visit should’ve been our sign to walk away. We were dressed well and carrying luxury bags but the doorman still made us wait 15-20 minutes to enter when the store was quite literally empty. It wasn’t until I pointed out there were three free Burberry associates not servicing clients that they let us in.

We walked in with a general idea of styles she wanted and our male sales associate provided the utmost respect as we perused the current offerings. He was courteous, kind and extremely helpful as he pulled multiple bags and sizes for us. We finally settled on two gorgeous bags she wanted to move forward with.

All we needed to check out was to formalize the exchange of her purchased bag (that she was pressured into buying in the first place) and pay the difference for the two new bags.

Thinking it was a finalized sale, I left her to look at other store offerings. However, upon returning, I found my best friend extremely uncomfortable, frustrated and stressed. Enter Lisa Ploof. Our experience was ruined from that moment forward. Turns out, she was the previous aggressive sales associate and had spotted my friend in the store. She acted like the return was a personal attack and accused my friend of “scamming Burberry”. She repeatedly told my friend that she would flag her in all stores for the return. Incredulous defamation when my friend’s husband spent thousands in this store. Completely turned us off to the shopping experience and interaction at Burberry.

Long story short - Louis Vuitton was a 180 experience mere moments later and Michael Jones at Gucci is an angel. Shop online or spend your money with...

Today was my 4th time at this outlet. I have always prided them on having great service. But Today i was disgusted and exhausted by the correspondence and overall demeanor of the associate. I have a graduation ceremony tomorrow so i had my hair in rollers and looked overall exhausted as i ran so many errands and immediately on the walk-in the associate dealt with me very stand offish and began looking at me in the most discriminative way. I am well traveled i know discriminative looks. Anyway While on my way to the store i called to ensure the vintage check long sleeved shirt was in stock. When i began asking the associate about it he acted as if he had no idea what i was speaking about- like come on… he was like ohh show me a photo, after all that he still brought out the wrong size, i asked for a medium how are you bringing an XL !?? On top of that, i asked to try it although i was positive it would fit (i have other shirts from Burberry) instead of showing me to the dressing room he hit me with the “ummm this one is 490” followed by the professional way of saying ‘you don’t look like you can afford this’ - “just so you know” Yes sir, i am well aware its 490 and 534 after tax this isn’t my first rodeo… if i hadn’t already gotten a suit that went with my Burberry sneakers i would have definitely asked him to fk away with the shirt. Burberry just lost me for the duration of the year, i need time to process today.

Dear Burberry, we are not coming to the outlet to give you our money while being made to feel uncomfortable by your...

I had one of my worst shopping experiences with Burberry. The Asian sales associate I interacted with was extremely rude and dismissive, which already left me feeling unwelcome and disappointed.

To make matters worse, the purchase I made was meant to be a special birthday present. I specifically expected Burberry’s signature gift packaging to make the moment memorable. Instead, the item was shipped in a plain box with no gift presentation at all. For a luxury brand that emphasizes service and experience, this is simply unacceptable.

This was supposed to be a meaningful and celebratory gift, but the careless handling and lack of courtesy completely ruined the impression. When customers pay a premium for luxury goods, they are not only buying the product but also the experience, presentation, and service that come with it. Burberry failed on all of these fronts...