Burberry

Well, I didn’t actually have any shopping experience with this store. I do shopping from their official website, cause I am lazy.
The five stars I gave is for the tailors and their alteration services, which I have used couple times. The tailors there are very professional, and they don’t care how much work they need to put to alter your garment. They picked the most complicated solution without you naming it. The only thing they care is to make you look good, and meet their own standards, which is quite high.
This is why I like high-​end brands. They have standards in almost every aspects, and they deliver it.
The service is easy, and if your purchase is in full price, free of charge. The shopping assistances who helped me with the process are nice and polite.

I just wanted to tell you about my amazing experience at the Michigan
Avenue location in Chicago, Illinois. I was very excited to head into
Burberry as I’ve always loved the classic and classy look and feel of
Burberry. I recently was promoted to my first «real» job and as a gift to
myself I was going to finally buy myself the scarf I’ve been coveting! My
best friend came with me and she has purchased cosmetics there before so we
headed to the make-​up counter to scope out the new products. Sam greeted us
and helped us immediately. I work in the beauty industry so I was very
interested in seeing what your products have to offer. After Sam finished
applying make up on my friend, I asked her about the brow pencil and she
used that on me! It’s so simple and amazing. She also used some other
products on me, the contouring pen, concealer, and a little bit of bronzer.
It was amazing! I looked just like me only better and I couldn’t even feel
the make-​up. I did not expect to love it as much as I did. Sam was very
knowledgeable and helpful in showing us how to best use the products. I
mentioned that I wanted a scarf and she walked us to the scarf bar. I was
on the fence between two different styles and she helped me pick the best
one for my style. I had some questions about monogramming and she helped me
with that as well. I decided against monogramming and went ahead with the
purchase of the scarf.
I’m so thankful for all of the help Sam gave me. She is an excellent
ambassador for your brand and I just wanted you to know that she is a
stellar saleswoman. If every one of your employees are as excellent as she
is then you guys have must have one amazing team.

I had a very pleasant experience at Burberry on Michigan Ave. The staff were very professional and took their time as I browsed the store. Although my coat had to be altered they were quick and ensured that I was happy. Love this store! The quality and service are worth the price :)

Yes, it is really hard to get someone on the phone, if not impossible. I suggest you get the information of the associate that helps you every time you purchase something, so that if you have any issues in the future, you can email them and leave paper trail. If you are not answered, that’s fine, they’ve read it. Skip the call and go into the store to inquire (a hassle, but it is what it is). After all steps have been taken and your issues have not been resolved, then make your Unilocal review.
The reason why I preface the precautionary steps above is because my issues were well taken care of after speaking with the manager (albeit, had to be in person). She took ownership of the communication error within their staff, all with professionalism, humility, and profuse apologies. I don’t remember seeing her in the years past, so if Kristy is newly hired, Burberry, you have found yourself a gem. I wish all the Burberry staff (mainly the men) to take notes on proper high-​end care.
I recommend requesting for Svitlana for a sales associate, and if you need a manager, Kristy Kearns is a breath of fresh air, I hope she stays there for a very long time.
I still leave 1 star out, because 1) the phones are never answered. I don’t understand why because most of the time I go in, there are tons of associates on the first floor just standing there chit chatting amongst each other. I’m stumped. and 2) the protocol error that resulted in almost 2 mos of waiting for my coat.
All in all, I’ll still continue coming here, until I face a problem where it warrants my leave.
Thank you, Kristy, for rectifying the issue. You’re awesome.
— — — –
Side-​rant: (Geared more towards the men associates)
When I came here a few months ago, I was definitely ignored and stared at by associates because I wasn’t ‘dressed up enough’. My family is well-​endowed, and so now that I’m an adult, I have grown out of my pretentious stage. I don’t need to dress up to secure others that I can meet the financials of such luxury items; I can dress however I want: If I walk in with my PJs at the Trump Tower, I sure as hell won’t dress up to get a Burberry associate’s attention. I can rant on and on about snobby associates, but HEED MY WORDS: You are there to HELP customers, not profile them. A person who dresses bummy, such as I that evening, can purchase tenfolds of Burberry items more than you, so don’t get a power-​trip because you WORK there… And more laughable, a mere help. Does belittling feel good? I’m stating irrefutable facts of your position, where you can’t say the same of your customers besides assumption based on external wear. You are to service these customers not the other way around. Humble yourselves!

We touched a $ 42,000 coat with our greasy, poor people fingers!
Well it wasn’t that bad: D
Me and my husband decided to do some window shopping on the mag mile and ended up in Burberry’s, and we’ve never felt so poor. The store is breathtakingly beautiful, inside and out, so 1 star for that. We roamed the first floor and were immediately approached by a sales person. You could see it in their eyes when they know you aren’t buying anything. 1 star for them faking the funk, cause personally I wouldn’t want to deal with it. So we were thumbing though the coats, pulling out the tabs to see the price (I’m not sure if they do that for the whole «if you have to ask you can’t afford it» or shock value alone. One coat $ 2,300, another $ 6000 which tickled us terribly but Lord the next one killed us, and the sales person looked shock his self. A $ 42,000 Liberace style coat! Fur, beads, and all! And the sales person looked at us like our hands were covered in barbecue sauce and cheeto dust! Some would be offended, but I don’t think I’ve ever laughed internally that hard in my life! I struggled to keep a straight face and act unfazed while the sales person that gave us a stare that burned through our souls. One of our favorite memories.
And we continued on…
The same theme continued throughout the store tour. Sales people were dry but nice, hidden tags as far as the eyes could see or couldn’t see I guess, and though it was kinda intimidating, it was an ok experience. I honestly still don’t recall any of the clothes…

I always receive top notch attentive service befitting a luxury brand. Maybe I spend too much money here, but I love Burberry handbags and scarves. And I can do lots of damage in women’s apparel on the second floor. Selection and stock are excellent.

SUMMARY:
Took over a month to complete alterations they said would be done in a week. Poor service. As others stated, sales people were real @$$holes.
THE DIRTY DETAILS (longish):
In early November I came in to exchange a gift, a nice shirt. Was pretty much ignored by floor staff. Guess I didn’t look like «a Burberry Customer». Got an in store credit and set out to find something more my style. Couldn’t find anything on the men’s floor so set out for the floor with men’s dress shirts.
Found some shirts I liked and asked the salesman about them. «Oh… those shirts are meant to be worn with ties. You should go downstairs and look at the shirts there.» :-o :-o
So I picked up a shirt to try on. Wasn’t the right color, but I asked to see the ones higher on the shelf that must be reached with a ladder. Again, I was reminded that these were shirts meant to be worn with a suit.
Listen here @$$hole… If I want to wear a nice button down shirt WITHOUT A TIE or sports jacket, THAT’S MY BUSINESS!
Eventually, when he saw I had +$ 300 a store credit, he got me the shirt I’d asked for and led me to the changing room.
The shirt would need to be altered and so a tailor was brought in. They took down my email address and phone number saying that I’d be emailed or called once it was ready. Would take about a week.
A week goes by and no email or call. I had kinda forgotten about it after two weeks.
Before Thanksgiving, I called the store and got an answering machine. Left a message with my phone number and email address asking for an update.
NEVER HEARD A SINGLE THING…
Called again another day… got patched to the store… NO ONE ANSWERED THE PHONE!
Now in December, I called a third time. Got an answering service. Guy with British accent was nice, but I was on hold for 4 minutes while he called the store… NO ONE ANSWERED HIM EITHER! He said they were «too busy to talk to me.»… TOO BUSY???
This is when I told him, «I’m busy too and I’m having to waste MY time to get a shirt they’d been paid for already. I don’t care how busy they are, get someone on the phone.».
The guy tried again but when no one answered, he took my message saying he’d send it to the manager of the store.
Two days later, I get the following email:
================================
«Hello Mr. Greer,
I am writing to confirm that your alteration is complete and ready to be picked up at the Burberry Chicago store. Thank you and have a great evening.
Kind Regards,
John Achtmann
— — — — — — —
Department Manager-​Service
Burberry
633 N. Michigan Avenue
Chicago, IL 60 611»
===============================
Yeah… that’s it. No apology. No ‘we value your custom’. Nothing. I wrote back with the following and have heard NOTHING!
«Why did it take so long and why did no one try to contact me to either tell me it was done or apologize for such a long delay?
I find this level of service particularly uncharacteristic of a company such as Burberry.»
Lesson learned… stick with Nordstrom.

I was amazed by how big this store was! When me and my boyfriend walked in, we were greeted by Jessica. She was extremely knowledgeable, super helpful and sweet! I picked out a beautiful cashmere scarf to wear in the Chicago weather. I LOVE it! So fashionable and warm. I will definitely be back at this store!

*Update 8÷11÷15: Store manager Sarah called today to let me know the coat is ready (because she took the order, not because of this review). Apparently no one updated their records that I actually picked up the coat two days ago. Oops! I explained my experience to her and she apologized lukewarmly, so adding a star to total two stars.
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Original review 8÷9÷15:
I’m highly disappointed with the Burberry Chicago store, although I think the brand is great.
In short, I went to the store for a coat hem alteration (sounds simple, right?), and ended up having to dry clean it, pay $ 40, call twice, and actually visit the store to find/​pick it up. No notification or apologies from anyone in the store. If I had known, I would not have done the alteration here.
Most importantly, the whole experience felt like a obstacle course. First they told me the alteration would be free, then that I needed to have it dry cleaned first, then that someone would call me when it was ready, then when I called the store they didn’t pick up.
When I go to Forever 21, I don’t expect great service – I know it’s going to be crowded, hot, and I need to find another size myself. I didn’t expect that from Burberry. I won’t be returning to this store.

The salespeople here are assholes. I’m teetering between a 1 star and a 5 star for the somewhat original, but incredibly rude, insults they doled out to my shopping partner. So I’ll give this Burberry store a 2. I have to say, though, insulting your customers, no matter how arrogant, is not a good sales tactic. At all. You work here. We spend here. Your job is to get us to spend more. Very simple. The only time the staff has been accommodating was when I came with my parents. This particular store won’t respect you until you are/​look at least 30. I guess it kind of sucks to have to serve kids half your age while you work a retail job. All I have to say to these employees is, «Which side of the counter are you on?» lol.

Beautiful store with awesome advertising campaign and expensive clothes, shoes and accessories even on sales…

I have purchased a watch and trench coat from Burberry and feel at just home when I’m at this store.
Recently I had an unfortunate tear in the trench coat a month after purchase. It caused me quite a stir. My dry-​cleaner charged me for the repair that ended up making the damage worse. I immediately brought it to Burberry worried, and was told to wait one week by a polite group of staff. They assured me everything would be fixed. After one week, I was called by repairs announce it was finished. When I picked the jacket up, I was treated very well, and most importantly the damage was fully repaired.
There’s a reason I shop at Burberry often; it’s the customer service and promise that the name carries.

In addition 5 Burberry coats /​jackets, scarfs and several purses, my wife bought an umbrella, the one that folds about 8 inches when folded; most at the Chicago Burberry Store. The umbrella remained in a pocket in the car door. Rarely used about but after the third or fourth use it fell apart. Tried to get it repaired or exchanged today. No repair and for a $ 150 umbrella we were offered a $ 49.95 gift card. My wife told the manager whose discretion it was to decide to politely shove his gift card. No more Burberry for her. It’s onto Louis Vuitton. Yikes!

I should have written this a few months ago, but better late than never… So I went in with my boyfriend right at closing which was accidental, they hadn’t updated their website with their new hours but the girls that helped me were so nice. It was winter and freezing & my jacket wasn’t cutting it. I had found a coat I liked online, they got me that one and probably 4 – 5 others to try on. My boyfriend wandered upstairs to look for a few minutes while I narrowed it down, even though they were closing they still got us water & were super sweet. I narrowed it down to two coats found him so he could decide. They packed up my jacket & I wore the new one out. As someone that works retail I so appreciated how kind they were & that they didn’t rush us.

I walked up and down five floors without any acknowledgment, well except of course the woman who asked if my Thom Browne glasses were «real glasses».
Prorsum had all but two queens discussing who the bigger bottom was and a few tees and jackets. I wonder what Christopher Bailey thinks about customer experience.

Below mediocre experience here. I already forgot the lady’s name who helped me, but she did not seem knowledgeable on where things were located and how to do things. Albeit, she was nice about everything.
She greeted me and I told her I was looking for a bag and showed her a picture. She directed me to the bag and I told her I was interested in seeing another style to compare the two. She did not know where the bag was located so I dismissed looking at the other bag. When I decided to purchase, she took quite a while to package my bag and when I walked out the door, the security alarm went off. They inspected the bag again and she apologized saying she wasn’t sure what the issue was. I asked if the alarm would go off at other stores, and the sales staff said yes but didn’t do anything about it.
When I got home, I inspected the bag and it turns out they left a security tag in the side pockets. It was easy to remove, but the lack of detail she possessed and the fact that she didn’t do anything to alleviate the situation (just sent me on my way) was very unprofessional.
I probably won’t be coming back to this location.

I like this store. It’s spacious and everyone here seems respectful and competent. Seems that reviews are split between those who adore it and those who deplore it. But really, it’s just a high end store in a cool building with lots of overpriced, but beautiful garments and accessories. I’ve had stuff tailored here no problem (thanks Mandy) and gotten great customer service on products I bought elsewhere.
It’s not an outlet location, it’s not a Nordstrom, it’s a fashion boutique, so adjust your expectations accordingly.

We went in to tailor a Burberry coat, and the service received by one of the sales employees was unbelievably disgusting.
My husband and I got the pleasure (sarcasm inserted) of dealing with Zachary, and what an experience that was!
He went from ignoring us in the beginning, to charging us double for the alteration service, only to be corrected by the seamstress (they almost argued) telling him that those prices were way off and should be corrected. He made a big deal about it, but finally corrected it. The tailor even mentioned that he didn’t understand why he was acting this way. Then, he made a big deal about when we would get it back… Also, he made rude, commanding requests to my husband to sit (more than once) while waiting. Why? Control freak! Hubby paid no mind to him, and told him respectfully, that he was fine and did not sit down. It was a disaster, Zachary was on a power trip, that’s all.
Note to management: I’m sure you don’t want someone who treats paying customers representing your store this way.
The tailor/​seamstress was very professional and friendly, this review has nothing to do with him. We love the store and their products, too.
But stay away from Zachary… He’s the poster child for the rude sales rep at high end stores, that treats customers like he’s above the crème de la crème, and who I’m sure can’t afford the product he’s selling!
Reality check Zachary — you work for retail!

Dear Burberry,
Paris House is one of the most promising and incredible women in retail I’ve ever met. The only word I can use to describe her is Elite.
Taking time to understand my needs and style she assembled an amazing collage of creative fashion. She expertly mixed personalized care with luxury fashion, her understanding of the merchandise was only matched with her passion to inform me of what I was wearing.
Overall she is one of most worthy people to represent the burberry name.
Sincerely
Eric Knight

Dang. I wish I could buy stuff here. I am saving up for the ‘little crush’ bag.
I was so surprised at how non-​snobby and accommodating the staff was to my group of four girls, who obviously could not afford to actually buy anything major. They let us bring in our coffee and even offered up glasses of water. Burberry water? Yes, please! (I know it was just tap water, but still…)
We had such a great time looking at the five floors of gorgeous bags and sunglasses and scarves and jackets and clothes… they even let us try things on and touch whatever we wanted, including the $ 115,000 gold alligator jacket.
We had a lovely conversation with a couple of the sales people about working there and the fabulous they see every day, as well as their lives. The staff were all really great. They explained items to us, even though they knew we would not be purchasing. They told us about their services and how you can ‘build your own’ trench coat online.
The store itself is quite beautiful, the outside of the building is almost as fabulous as the items inside. It was clean and organized inside despite undergoing renovations making the stairs unacceptable; good thing there was also an elevator.
I really am not sure where the negative reviews come from — perhaps those people went in with an attitude and hence received attitude back???
I can’t wait to visit again and see more beautiful things…