Burton - Reviews and experiences

Saw it on a community board and told my sister to try it; return portal glitched at first, I emailed a bunch, then customer service called and fixed it — delivery came fast, so pretty relieved and happy

I started using their WhatsApp on Aug 26 and at first I was sceptical, but when they messaged back and said the refund was processed I actually relaxed — it popped into my account shortly after. Felt weirdly relieved, pleasantly surprised.

In short, I got my refund finally, but it was a hassle. Ordered a jacket, a gift for my sister before Christmas because my old one died on a camping trip. No reply for ages, returned it and tracking shows Burton got it on Dec 23, yet refund took forever. Credit showed up eventually, so relieved and grateful, just slow and annoying.

I first saw them on a friend’s Instagram and even told my sister to try them. Sent some stuff back, got an email saying they’d received it so I figured sorted — then £160 never showed up. At first someone said they’d look into it and even replied quickly, then total silence. Delivery of the return was fine, shockingly, but customer service just dropped off and it’s really annoying.

I returned the jacket on July 9. It actually felt well made, cosy, not flimsy — I liked it, which is why the refund confusion is irritating. I got vouchers by email for £152, then after back-and-forth emails on Aug 23 they confirmed a total refund of £222. With the promised 10% uplift that should add about £22, so vouchers ought to total £244. In the past refunds went back the same way I paid, so please sort the missing balance — I don’t want more delays.

I was halfway down the street when I realized I'd ordered two sizes of the same jacket — classic. I was uneasy before ordering, lots of stories about refunds taking ages, so I watched the whole thing. Ended up keeping one and returning the other after a few days. I wear the keeper all the time — commuting, quick grocery runs, walking the dog — it fits my daily stuff. The return was clunky though. Dates kept changing and I had to prod customer service a couple times, which was annoying. After about three weeks and a few emails the refund finally hit my card. Not ideal timing, but relieved it did get sorted in the end.

Funny thing, this whole mess started because my old mattress gave out and my back was killing me, so I needed a replacement fast. Ordering was easy enough. The new one didn’t fit so I returned it. They suggested a gift card to speed the refund and I agreed since I was going to reorder the same thing. I got one card for CAD 70 and used it, but then a second card was invalid or never worked — long story short I ended up paying about CAD 25 more out of pocket. Trying to reach them was a nightmare. Email, WhatsApp, messenger — crickets for days. Eventually they sorted it, sort of, but the delay cost me. The mattress itself is fine. Delivery and customer service really need improvement though.

I bought some tight leather shoes, but they were way too small, so I sent them back. I received an email confirming they got the shoes back, but they still haven't refunded my money. It has been a long time, and I still don't have my cash. I'm really frustrated, like, come on, how difficult is it to give me my refund?! The email mentioned I would get my money back within a week, but it's been longer than that now. I've tried calling and emailing, but no one is responding. This is the worst customer service ever. I'm never purchasing from them again, they're terrible.

I ordered some really neat clothes online, but the order didn't go through. They took my money but I never received my stuff. I sent an email to customer service and they told me I would get a refund in 5 days. It's been 7 days and still nothing! Beth from customer service said the finance department needed to process it and I have to wait until October 4th. It's so irritating!

I recently bought a pair of pants online, but I got the wrong ones in the mail. So I texted customer service, and Beth got back to me quickly and was super helpful. She said sorry for the mix-up and told me what they would do to fix it. I returned the wrong pants, and once they got proof I sent them back, Teresa made sure to send me the right ones right away. I even texted a pic of the receipt and used a return machine at Asda, which was so handy. The next day, I got the right pants. Overall, I've heard some bad stuff about their customer service, but based on my experience, I can't complain at all. Big thanks to Beth and Teresa for all their help!