Many reviewers describe repeated delivery problems, missing items, and refunds that arrive late or only partly. Customers often say the contact options do not respond or do not help when they chase returns or payments. A smaller set of reviews praises specific staff members and the quality of some garments. Most complaints focus on communication and refund handling, while praise highlights how the products feel and the help from particular agents.
Examples from available reviews (Nov 2022 – Mar 2026).
Order never arrived and customer service failed to respond.
“Order never arrived and no one seems to give a damn.”
Returned items but only partial refund issued and Messenger chatbot unhelpful.
“I returned several items in the SAME return package, and only received a refund for two of them”
Agent Kai provided helpful and great customer service.
“Kai has been very helpful with my order and provided great customer service”
The clothes were high quality and matched online descriptions.
“The quality of the clothing is fantastic.”
Service feedback centres on returns and order mistakes. Several reviewers say they received the wrong items or had orders cancelled without a satisfactory follow-up. A smaller number credit individual agents with fast, helpful fixes.
Some customers say pricing is reasonable across the range. Others complain about missing cashback, partial refunds, or refunds turned into vouchers without consent. These value concerns show up mainly during returns and refund conversations.
Reviewers describe a bumpy online buying and returns journey. They mention a returns portal that did not work and next-day delivery they paid for that failed to arrive. Several also say orders were later cancelled or marked as delivered despite not being received.
A few reviews say items match the description and feel well made. Isolated cases mention failures, such as a coat lining that fell apart, and a warranty claim that was refused. Quality comments appear less often than delivery and refund complaints.
Communication issues lead the feedback. Many reviewers report emails going unanswered, addresses bouncing back, chat support not responding, and no way to reach anyone by phone when problems come up. These comments often sit alongside missing refunds or returns that went missing.
Reviews contrast good experiences with certain staff or products against frequent negative accounts of delivery and refunds. Unresolved returns, slow refunds, and hard-to-reach support pull the overall tone down. Positive experiences appear, but far less often than complaints about communication.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Quick service and rapid resolution after messaging about a problem.
“Quick and when i messaged about a problem it sorted within minutes”
Order never arrived and customer service failed to respond.
“Order never arrived and no one seems to give a damn.”
Partial refund received and long waits with poor customer support.
“I have since been refunded for 1 (blazer) but am chasing a refund for a pair of the trousers”
Customer did not receive promised cashback within expected timeframe.
“Didn't get the cashback I was promised...”
Returned seven items but only six refunded; refund awaited six weeks.
“Burtons claimed to have only received 6 of the 7 items sent.”
Order cancelled unexpectedly and customer couldn't get an explanation.
“That didn't happen. Now says Cancelled, but I don't know why?”
Items delivered to wrong address and customer service blamed customer.
“they delivered the items to an incorrect address.”
Paid for overnight delivery but suits weren't delivered and contact poor.
“Paid for overnight delivery. Suit was not delivered and still not delivered 10 days later.”
Wrong item sent and partial refund owed for the incorrect item.
“I was sent the wrong item by Burton, which was very inconvenient.”
Returned items but only partial refund issued and Messenger chatbot unhelpful.
“I returned several items in the SAME return package, and only received a refund for two of them”
Multiple items remained undelivered for over a month with poor support.
“four items have still not been delivered.”
Some items not delivered and refunds delayed with no effective contact.
“Ordered multiple items some arrived some not sent after waiting over a week and 1 item never delivered”
Item returned in early December but refund still not received.
“No refund of item sent back on 4 December 2025”
Delivery dates missed and customer support unresponsive and unhelpful.
“They don't deliver on time. They don't communicate. They don't care.”
Order never dispatched and customer cannot obtain a refund.
“I just want my money back and ASAP”
Two items missing and multiple emails sent with no reply.
“Two items are missing was meant to be delivered on the 13th no sign or anything”
Multiple emails about delivery went unanswered.
“Emailed several times about product delivery but got no replies.”
Half the order missing and customer service channels unresponsive.
“I am missing half my order”
Kai on Instagram helped sort a return with great service.
“Spoke to Kai on Instagram to sort a return, great customer service 👍🏾”
Customer received invalid gift card and delayed refund despite returns.
“They are absolutely impossible to get hold of”
Customer reports promised refund not received and poor customer service.
“Where is my refund?”
Agent Kai provided helpful and great customer service.
“Kai has been very helpful with my order and provided great customer service”
Online returns portal failed and emails received no response.
“portal won't let me do this.many emails sent.”
Customer says vouchers omitted a missing refund balance.
“The total refund due was £222.”
Customer received only one of three items and no response.
“I ordered 3 pairs of shorts & received only 1 pair!”
Refunds were delayed and changed to gift cards without consent.
“Almost a scam for taking my money without my consent.”
Offers reasonable prices across clothing and apparel.
“Reasonable prices for a range of clothing and apparel”
Paid for next-day delivery but parcel was extremely delayed.
“Don't bother paying extra for next day delivery.”
Customer complains only text and online support, no phone.
“You can't speak to them if anything goes wrong.”
One return refunded fully while another had a missing item.
“I've received a full refund for 1 and the other has an item missing”
Return lost in transit and provided email address bounced back.
“it just bounced back as "undeliverable".”
Customer returned items and hasn't received refund or confirmation.
“I've not received even a confirmation of receipt.”
Company sent wrong items and refused to refund next-day delivery.
“they will not help to get it sorted”
User reported an undelivered snowboard jacket and seeks solution.
“Ordered a snowboard jacket and its never delivered.”
Order confirmed then later cancelled due to out-of-stock notification.
“email saying they're out of stock, but no charge.”
Customer reports coat liner disintegrated and warranty claim denied.
“the plastic inner lining literally fell apart after about 24 wears.”
Package marked delivered but not received; customer service ignored emails.
“I received an email that the package was delivered, but nothing really was delivered!”
Company took payment and failed to send items or refund returned goods.
“still waiting on refund.”
Customer didn't receive full refund and Burton stopped replying.
“Missing £160 and they've just stopped replying to me now.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Burton is a UK menswear retailer selling suits, jackets, shirts, and casualwear. It sells through its website and a network of physical stores. Product pages usually show size guides and care instructions. Burton also offers delivery and online returns as part of its retail service.