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June 2023 by Google user
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.\\n\\nWe 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.\\n\\nAll 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.\\n\\nThinking 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.\\n\\nLong 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 them instead.
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May 2023 by Kelley C
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 them instead.
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May 2023 by Mike Chan
Need to have a Team Member to Walk you around ???Looks like I need to have my hand held to come in
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April 2023 by Margarita Varer
We had a great experience at this store, the gentleman at the door helped us get our stroller inside and greeted us with a smile. All of the staff was so friendly and helpful with finding the right size and style of coat for me, keeping our toddler entertained so that I could try on the coats in peace, and answering my husband’s questions about some of the runway pieces as he browsed. The store was clean and not crowded, it was a great experience and I love my new coat!
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February 2023 by Tahiti C.
A stop at Burberry was on my bucket list during my short stay in NYC to celebrate my birthday. I missed the opportunity while in London but managed to make it over to the NYC SoHo location during my final day in the city. What a treat. The store interior is beautiful, with lovely displays of accessories, handbags, wallets and footwear on the first floor. It was about 20 minutes until closing time when I arrived, so I didn't go upstairs. I was really looking for either a hat or scarf to keep the nippy NYC winter chill at bay. Despite the fact that I had arrived near closing time, employees in the store welcomed me to browse to my heart's content no differently than if the store had just opened. That's how you know you're in an upscale boutique. I really had a good time shopping here, and stayed for about 20 or 30 minutes before deciding on the perfect scarf. The service alone was worth the trip, but the scarf is absolutely enchanting.
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January 2023 by Nico F.
I think customer service must be an American invention. Certainly not something we learned from he Brits. My blouse arrived completely wrinkled and unwearable. The "customer service" rep at Burberry did not care. My husband bought me a $1200 silk blouse direct from Burberry, for Christmas. Besides that it almost did not arrive in time even though he ordered it weeks in advance, when it did arrive it was completely wrinkled. He has never ironed anything in his life and has no idea how to turn on an iron, so he wrapped up the blouse that looked like a dish towel after being wrung, as best he could and gave it to me. Fortunately, I had picked it out on line so I knew it could look better. And I know how to use an iron. I had not worn the blouse as of one month after I received it, because it needed ironing. I hate to iron! Finally, I decided to get to it. Unfortunately, as all my blouses are dry clean only, I rarely use my iron. Usually only for cloth napkins. I am a good American who does not iron her sheets! The ironing board is something I got at Muji and is used on a table or counter top. I chose the counter top. I did not see there was an open pen sitting on the counter. Ugh, bad to worse. I now had ink on the blouse. I am resourceful so I managed to wash it out as it was a fresh mark. But of course I could not wear the blouse as it was all wet. I realized I should have sent it back and told Burberry to send me the blouse in a condition that could be worn. I decided to complain. After a few emails, the response was bring the blouse to a store--actually, not me, they wanted my husband to bring it in as he purchased it. Nope- not happening. I will spend the time trashing Burberry online instead . How very stupid. All I wanted was an apology and maybe a $20 gift certificate just to show they cared and that sending out an unpressed silk blouse was a mistake. Guess not. This is just business as usual. Well Burberry, you lost mine!
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January 2023 by Luis Stevens
Hace 1 horaI had a horrible experience with the manager Lisa Roof at the Soho NY store on 12/29/22, she was arrogant and racist, I felt humiliated, it's not the first time I went to the Soho store but it was the first time I They treated me so badly, I would never go back even though I am a fan of the brand
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December 2022 by Louis Phan
Would not provide a gift wrap box unless it’s purchased directly from them even though it’s purchased from their direct channel… kind of ridiculous
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December 2022 by Hooman Khorasani, M.D.
I don’t think I have ever left a bad review in my life, but this one deserves one. Was trying to Christmas shop and there was absolutely no one in the store yet they let me wait outside in the cold for 20 minutes. Apparently you cannot browse anymore. You need to have an associate escort you in the store. That’s sad because this used to be one of my favorite stores.
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December 2022 by Oneal Smith
I have to wait outside for 10 mins just to get in the store you would think the store is packed doesn’t make sense in the rain rather go to another store
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November 2022 by Yib Zhang
WORST EXPERIENCE among all Burberry boutiques!!! No item updates after purchase. I waited for 11 days after ordering. Returning service was horrible. They made up different excuses to avoid the refund. Shop manager Dylan was rude and arrogant!
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November 2022 by Mayer Schwartz
Store was empty, but they made me wait outside for a long time even though people constantly came out
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November 2022 by Andrea Z.
Had fantastic customer service here!! Came in on a whim and left with a light coat and clutch. I know my way around the store but appreciated the offers to help without being overwhelming which is SO HARD to find with luxury brands! So appreciate being able to shop in peace.
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September 2022 by Carman Tran
They had the best customer service out of every store I walked into during my time there!
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August 2022 by NiyAh K
The lady there who helped me was lovely , this store is also very clean and looks so pretty .
