I've been shopping here for 4 years now and never had any issues until recently. I usually come here one or twice a year around the holidays. I recently came to this boutique to purchase a hat and had to wait in line for like 15 minutes when there was literally 2 people in the store. The security told me I could go in as soon as someone leaves and I still had to wait after that. It was ridiculous considering I had other things I had to do that day. I finally enter the store and get assistance by an SA. I told him that I was looking for something very specific showed him the had and he got it for me. Everything seamed okay but my visit seemed rushed. I'm not sure why because that's never happened since I've been shopping at the location. I went to the back to purchase my item and realized once I got to my car that my had did not include a dust bag or a box which was interesting because I've always got a box and dust bag with my hats I've purchased from them. I was to annoyed to go back into the mall for the dust bag and box at that point. I just wish the SA would have payed a little more attention considering the amount of money I spent because at the end of the day the customer is the reason there getting there paycheck. I could care less if they had appointments. I should have been served appropriately and payed attention to since I was making a purchase. Honestly the old management was better then the new one they have. I've had a better experience in the past and I could say that I'm very disappointed with there new hires. They need to be retrained how to work with each and every customer appropriately. read more

I bought a bag from this store as a gift for my mom. the person who helped me was nice. when i walked in, i immediately saw a bag my mom would like. it was around $1,600. i told the salesperson that i wanted that one, but he said, "we do have another one that might be better," and he went to the back and brought out a hideous green bag. he said it's on sale for $1,100. in my mind, i was thinking whether he was trying to help me save $500 or whether he thought I couldn't afford $1,600. either way, i felt a little offended....so just 3 stars. and then there's my experience at the stanford store...but that's another story. :P read more

My husband treated me to a classic Burberry trench from here. Customer service was great and the staff was very helpful with style recommendations and sizes. I was able to get the sleeves altered for my petite figure and it was done in a week. No extra charge. I LOVE the jacket! read more

Yaaay, I love this Burberry store! Between the Stanford shop and this one located in Santana Row, this one is where I like to shop more. It is, anyway right next to my favorite bakeshop Cocola and a few steps away from The Container Store. This Burberry branch has a very good angle as with regards to lighting and it just seems to be in perfect location. A few years back, maybe around 4 years ago, I was looking online for a watch I planned to give my mom for Christmas. I thought the women's Nova-check leather watch with a rectangular shape looked nice. So the next day, I visit this store and my mom got to try on the watch. She also tried on the square shaped one buuuuut unfortunately she wanted the Burberry London Eau De Parfum instead (to my secret delight, hehehe). The female staff who assisted us with the watch ended up assisting my mom with her perfume testing and I proceeded with trying on a watch for myself. The other female staff who assisted me (I forgot her name already but she doesn't work there anymore) was very nice and patient to take out the watches I wanted to try on. I didn't like the way the leather watches looked on my tan skin so I opted for the all-metal watch. The staff gave me a detailed explanation of the warranty and she even gave me a tip on where I can have it resized - Tourneau! The next day after that, I went to Tourneau and got my watch resized. I paid them $20 for this and I brought the receipt back to Burberry which they refunded! Awesomeness. My first Burberry purse I bought about 10 years ago and it lasted until someone from work "accidentally" scribbled on it. I still used it from time to time but the 4 inch blue ink accross the bag made it look untidy. Soooo I gave it to one of my nieces in the Philippines through a package. Just an excuse to buy a new one! So I get my new Burberry handbag at the Santana Row store. Same as before, the staff is very friendly and not snooty or snobbish like some luxury stores would have. I was assisted by a tall, brunette, caucasian lady who is very knowledgable about Burberry bags and the leather and was also very patient while I looked at almost 50% of their new arrivals. I ended up buying the bowling bag. I walked out of the store smiling and delighted about my new cute handbag and because my shopping experience was very satisfactory. This experience at Burberry has lead me to shop here more often than other desinger stores. I buy my perfumes here, scarves, sunglasses, and I plan to snag a pair of their black wedges before spring time. This experience has also lead me to influence one of my friends to shop here more often too! Service is just great and the location is very convenient. The store is well-lit, their merchandise is neat and well-organized. Yay for Burberry ! read more

Great customer service (unlike Gucci a few stores down). The only kind of purses I buy from here is the one with the nova check designs. Kids clothes are super cute! read more

I'd like to be honest in my review, the lady who showed my wife and I all different options including new arrivals (Delaila) was very nice and tried to show us all different options, that is a plus. When we finally picked our favorite dress, my wife tried size 4 and felt bit tight so told Delaila that she may need go up a size, but she said it is because of the bra, so advised better stay with size 4. A week later when I brought it back to exchange for size 6, same lady said they can not change since it has been worn, and she did not admit it was her fault we did not get size 6 in the first place. I will not buy from that store anymore. read more

I love this location always helpful and patient I came in to browse around and check out the new styles the sales associate was very attentive great customer service I ended up walking out w two scarfs and some rain boots :) read more

Pick Your Berry at Burberry. Mucho better than Gucci next door, this one has lots of selections and always has items on sale. The store clerks are friendly and helpful, I've asked them to go through troubles of locating certain pairs of shoes, gift ideas...etc. My favorite berry here is the awesome flask, perfect present for both guy and gal. read more

Best burberry SA's!!! My filipina SA, so sweet! Nice selection, not too big but gets the job done. Cannot have a week where I don't stop by here. read more

Bad customer service. On hold for more than 15 min to check on an item. When the item is not available on store, there is NO offer to check any other store or suggestion. Sound like we are bothering the sale people when calling them. read more

My mom and I came in today and was immediately helped by Jill. She was very attentive and lively. Once we decided on our item, we went to pay but the system was a bit slow, which was no big deal. She tried her best to make the process as pleasant as possible and even gave us some sparkling water. Overall, we had a wonderful experience because Jill was helpful and a friendly conversationalist. The sparkling water was also the best I've had. read more

Customer service here is great. None of the sales people are pushy and are very helpful in helping you find the things that you want. When I went in to look for a belt someone helped me find the exact size and style that I wanted. Being a guy I really appreciate the fact that I can go in and out and on with my life. They also always have the newest styles in the store. read more

My best friend and I went to Burberry to look at wallets for her brother. I just she just wanted a "guy's opinion". We went here two times in one day. The first time, we had "Lizzy" (I'm not 100% sure that that was her name), and she was incredible. Definitely one of the best sales person whom I've met. She didn't make us seem like peasant people (ok, let's be honest. I find it ironic and employees at medium- to high-end shops treat people like shit if the guests do not look wealthy...i mean, aren't they working at a retail store..but i digress). Lizzy asked us for what specific design we wanted, suggested the most popular wallets, and even told us to take our time to look for wallet. However, I had to ask her which wallets were more durable or more fashionable or etc...just to get a clue as to the quality of each wallet. Other than that, Lizzy was great (she also had an English accent that added to her "charm"). We left Burberry and went to Gucci (see the review for that...), but we then returned to Burberry to purchase the wallet. The second time, however, was not as pleasant as the first. Another salesperson tried to help us, but he did not give off a friendly vibe. We asked to look the all the wallets. He kept asking us which kind. I had to explain to him two times that we wished to see all the designs and sizes because we weren't sure what we wanted to buy. After he took out the trays (and Lizzy did that for us from the beginning), he walked away to help someone else without warning. Hm... (1) I find it intriguing that you would leave all your merchandise out in the open just like that and (2) where did you go?! He just wasn't helpful at all. So my friend and I decided to wait for Lizzy since she was so good the first time. However, she was busy so a third salesperson helped us. This one was very nice. Except, my friend had asked her to remove the price tag; but when her brother opened the wallet there was a price tag. Overall, I wouldn't say it was a bad experience. I might return. read more

Came in here to return an online purchase. GREAT SERVICE! Walking into the store I was greeted at the door and never saw anybody giving me that designer salesperson "look". I can't say the same for stores like Gucci or LV. Great shopping experience, and great customer service from not just one but all the sales associates! read more

super friendly staff. they always greet me with smile whenever i come in and shop really appreciate how friendly they are.

The very first day I got my Burberry wallet, I got a pen mark on it. I rushed back the next day and they helped me get it out with a quickness. All the SAs are always very helpful when I come in here. I agree with Wendy H., so much better here than Gucci. read more

I came in here the other day with my sister to help her find a coat. We were ready to spend about $1000 on a coat in here and the sales lady first brought her the wrong style, so she wasn't listening. Then she made us wait around for over 10 minutes before she finally explained to us she hadn't gone back yet because she had to man the store front. 10more minutes later, she still hadn't gone back and when we went to see where she was, she was ringing someone up. Terrible service. The saleslady was kind of snooty. And they lost out on a sale that day for poor follow up. Or if she had just brought the correct coat in the first place, we wouldn't have had to waste time waiting around the store. read more

I love Burberry...everything there is just beautiful. I really like this location because they are friendly and don't treat me like the assume I cannot afford anything in the store. In fact I did have a store credit due to a store error in NYC and they were super nice about honoring it (i know...duh but they couldn't have been nicer about it) and apologized for the error made 3000 miles away. Great customer service...high prices read more

Apparently moved from Santana Row to inside Valley Fair Mall two years ago and I just found out now! Lol! The store is gorgeous and the sales associates are so nice and helpful here! I came in one day to get my leather watch band replaced on my Burberry watch. Nicole was more than happy to help me order one. She placed the order and would contact me once it arrived in the store. For the watch band replacement it was I THINK $40.00. A couple of weeks have passed and I still have not received any contact about the band coming in. I called the store to do a follow up on it and it was in store and they said because it took awhile they will eat the cost! That right there is GREAT customer service! I came in that same night and Nicole replaced the band for me! Thank you! read more

I picked up my coat only to find no alteration made on the sleeves, which was promised at no cost. I felt to be lied. I was so disappointed and lost my trust in this store. read more

I went in with a friend looking for umbrellas... she found a $100 umbrella and bought it. The asian salesgirl helping us was very cute, wish I got her number. read more

This location is a true pleasure to shop at, much better than the SF store. The staff is pleasant and helpful, and not overbearing at all. I never feel pressured to buy anything when I'm shopping and the staff usually lets me browse a little before approaching me. A customer service gem on Santana Row! read more

My closest Burberry. I do find the associates whispering to each other while looming at me, which doesn't make me feel good about myself, however this particular location focuses on the Burberry Brit line, which I do appreciate :) read more

Overall great customer service and got what I wanted was a black polo shirt afterward left with a big smile.

This is 5-star review just for staff, it'd been minus 1-2 stars for my Burberry experience. I was looking for men's gloves to wear them up north. Unfortunately they didn't carry any gloves in store, so had to bite the bullet and order 2 pairs in two different colors. Not to my surprise, they didn't fit me. However Brandon, who helped me throughout this journey was incredibly gentleman-like, polite, courteous and understanding. He waited for me the whole time when I was deep in thoughts whether to conclude this purchase or return them :) Eventually I did return them. Monica took care of the return. She was amazingly polite, smiling all the time and very understanding. They even did know I was comparing their product side by side with another pair in Giorgio Armani, right across them. Brandon and Monica, thank you so much for the experience. I always shopped at SF store but from now on, if my item is in stock there, I'll be buying from any of you two. Keep up the good work. read more

Great staff and beautiful store. Very helpful in assisting with my purchases. Also assisted with an exchange and made things very easy.

Not a bad store, quite spacious and the customer service was pretty good. Walked in and started looking at the wallets and someone helped me right away. I like some of their jackets, the check pattern on the button area for the polos is nice, and the brit check pattern wallet is killer (now I just need the blue brit check scarf to match). I like to think I'm going through an unscale eurotrash phase with my Burberry and electronic music. Now if only I could find a girl that has similar taste. read more

Staff ignored me the whole time :-(. I dont know.....maybe I should've brushed my hair more? Worn better shoes? Beautiful merchandise though....still cant afford that $200 umbrella. Will look for you in Goodwill....lol!! read more

I went in looking for an outfit for my daughter and the staff was great. They went in the back and found me anything they could in her size. Their kids clothes are adorable! Clothing is expensive, but what do you expect at Burberry? It isn't a big shock. read more

Decent size store with high mannered associates. Doesn't carry that "I am better than my customer" attitude some LV stores does. The service was excellent. Bought a $900 dollar work hand bag, and received a thank you letter in the mail. What more needs to be said? read more

Look for Alex, he's the best luxury goods Sales Associate in Santana Row. Very helpful, very pleasant and very knowledgeable (not just Burberry). He can easily be a personal stylist/shopper. read more

I did receive a nod this time from a sales person, but, they disappeared after 2 minutes and I couldn't get anyone to help me purchase another coat. The 2nd star is for the acknowledgement before disappearing to go help other customers. Maybe I don't receive good service because of the the shorts and sandals I wear on the weekends or something? Anyway, I did end up purchasing another coat, this time for my wife, but, again from Nordstrom. So, I still like the clothes but just not the store. Great experience in Rome, near the Spanish Steps, with the Burberry store there. It is much nicer with 4 X the size on multi- levels. But the service was phenomenal and they really took the time to help out and show us around. This store should take notes from their foreign counterparts. read more

mmmm burberry :) simple as that, plaid scarves, peacoat, leather gloves and a fresh scent. 1,600$ buying GF a new bag, 300$ having people stare at you and compliment you? priceless. great people work here honestly, some of the women get a little TOO flirty, but i dont mind the little EXTRA treatment(NO not like that sickos) great clothes, and its store is nice and wide, a great store for the sights of santana row's new comers. i would say they have great prices but you know how that would go. they have good sales though !!!!! you might pick up a 300$ scarf for 200! :) even if you walk in and out with nothing in your hand, they still smile and never pressure you into buying anything else except to offer a suggestion or in a kind way there opinion. i deff. will be back :) read more

Once I walked in, they greeted me. Everyone here is nice and they had just what I wanted. I'm definitely coming back even if it's just for a nail polish. read more

The service is okay when you are BUYING. The store didn't have my size so they shipped my coat from other location. I need to bring the coat in for sleeves alteration. When I walked in the store, a young sales person got assigned to pin my sleeves for alteration. He was no where close to how he supposed to pin my sleeves. I guess he figured more sales better than provide the after-sale service. A thousand dollars coat didn't deserve that! The person who sold me the coat walked in after her lunch break, and pin it properly. She told me that it usually takes two weeks for alteration, and once it's done I would get a call. More than two weeks... I never get a call. Today I had to call the store more than 5 times to get my coat. Two sales said" I will call you back in a few minutes." never did! The first time I called was at 12:30 pm and my last call was around 7:00 pm. Finally, I found out my coat is ready to pick up. Never expect taking so much effort to check an alteration status in Burberry!! I went in store trying on to see if the alteration worked, no one cared of course. You know why? Cause it was already PAID!! I asked a box for that, a sales person quickly grabbed me a box and said" it won't fit the hanger." Dude, seriously? You don't wrap the hanger when you do gift wrapping for a coat!! She gave me a box without the bow and rush to other customer to make $$. A designer store should have excellent service including AFTER-SALES service!! Burberry can do better selecting professional sales!! I have to say Target has better service than this Burberry. Next time try to go to Palo Alto. read more

The Burberry store is located in Santana Row in San Jose, California. I needed to purchase two items from them and called before to inquire if they were in stock. The woman was very rude on the phone, but I went anyway to see if I could get better service. I walked in with another friend and went straight to the back where the ties are. I wasnt greeted once and had to get an attitude before someone would help me. The salesperson was nice and she carefully wrapped up the golf hat and tie in separate boxes. They put me on the distribution list for the catalogue, which is nice however the snobby act over the phone and in the store is very annoying to deal with. The bottom line is that they had exactly what I needed because they are the only Burberry store in the South Bay Area. Very rude over the phone but they sang a different tune when I went to the store. Once they drop the snobby act you can actually get what you need without drama. read more

Customer service. ON POINT. I had no intention of buying anything, I was just browsing - and anytime I walk into this store people are SO FRIENDLY and sweet (take note YSL). I ended up with a coat somehow - their employees really know how to sweet talk! Ha! In all honestly, they are all so helpful and nice. read more

Burberry never fails me ! I went here to pick up a small gift on Christmas list and got extremely great service. I mean, if you come to Burberry you expect outstanding service and that is exactly what they give you. My visit this time was very short and brief because I was in a rush to get a lot more things out of the way before Christmas (gifts and gifts of course), but was extremely happy with the service. I came in, got greeted by one of the SA, showed them what I want, paid for it, got it all packed up and off I went. I must say Burberry picked out a great staff because everyone seems to care about their customer service here . read more

BAD EXPERIENCE !!! I shop a lot at LV, Gucci, YSL, and others, but this is the worst experience ever. I bought a wallet and the leather cracked not long after purchase, and I didn't even use that often. IT'S BURBERRY's wallet costs more than five hundreds dollars, not suppose to be cheap stuff. When it was broke, I was disappointed, and instead of going to the store, I just put it away. A few days ago, my friend told me that the store can repair it. So I went to the store located in Westfield valley fair hoping it could be repaired. Upon arrival, I asked a lady who appears to be the store manager ( curly blonde hair lady) about repairing my wallet. She looks impatient and unhappy, and with a really bad attitude. She said, "it can be repaired, and there will be a charge." BURBERRY's wallet was broken due to the workmanship and you gonna charge a fee for repair?? Ok, I think maybe it's been a while since the purchase date. Well, I can accept that. But it appears the part she was talking about isn't even the broken leather part I wanted to. if so, why I bother to bring it in for repair??? She said the leather part can't be repaired. now I understand the store can not repair the leather part which upsets me a little bit. But what makes it worse is her terrible attitude, and unprofessional! She looks impatient during our whole conversation.  I feel I'm been judged by her because I don't dress like "rich people", they just don't want to talk to me because they think I'm not gonna buy anything. Please, train your employees not to judge customers by appearance or what name brand bags they are using. "Don't judge a book by its cover". I will never go back there again. read more

went to this store today for exchange and the store manager (the one with obvious British accent) was nearly yelling at me. It was true that I lost the tag but it was obvious to her and to her other staffers who examined the bag that the ink was manufacture defect. Two other bags just came out of their stock room had same problems. She yelled at me for a few minutes and then made the exchange at the end. However, the WHOLE experience just very unpleasant. read more