I purchased a coat for 1800.00 through the website. They didn't include a garment bag. I inquired about getting one as I've gotten coat bags through other retailers for coats that cost a fraction of this price. A month later, they finally told me that they won't provide me a bag.

I purchased a Burberry Jacket from one of your outlets at Freeport Braintree December 2008.
I only wear it on limited occasions, above the collar becomes very stained and "grimey". I also wear a Lacoste jacket of similar material without any "staining".
This jacket has been dry cleaned 3 times but becomes stained very quickly after dry cleaning.
I would expect the appearance of a quality manufactured jacket from Burberry to last longer than two or three "wearings" before requiring cleaning.
I have attached a picture of the jacket collar area.
Look forward to suggestions to resolve the complaint/problem.
Emailed to Burberry 31st. January

Reply 17th. Febuary

Thank you very much for your email. Please accept our sincere apologies for the delayed response.
Consulting our quality department for quality control, we have been advised that this staining is wearing tear rather than manufacturing fault.
After every dry cleaning, the fabric of the jacket is usually fading, since dry cleaning destroys the fiber. This is the reason why the jacket would stain more and more easily after each dry cleaning.
Usually, Burberry's dry cleaner is reproofing jackets and trench coats after dry cleaning in order to protect the fiber and make it more resistant against stains.
Regrettably, we are unable to help with the jacket, since it is out of Burberry's one year warranty.
We sincerely apologise for any inconvenience this may cause to you.
For further assistance please contact our customer service associates on +44 (0)20 7806 1328 or email us again at [email protected]

Kind regards,
Viviana Bercean
Customer Services Advisor - Retail UK/Europe
Customer Services Advisor - Retail UK/Europe,

My responce

If your quality control department is admitting to fading because of dry cleaning,
why oh why do you use material that requires dry cleaning!!!
I am not happy with your explanation, I am an active subsciber to Which magazine, I am considering involving their expertice in the matter.

Looking forward for an acceptable solution to a problem that should not be evident to a "leader" in fashion apparell.

Reply 4th. March

Dear Mr. Stewart,
Thank you very much for your response and please accept our sincere apologies for the delay of our response.
Please be assured that we treat all complaints very seriously and that the appropriate action will be taken to ensure that this matter is being investigated.
Furthermore, we have contacted our Quality Assurance department at our head quarter in order to seek a convenient solution to this incident. The Quality Assurance department has advised us that they would like to take a closer look at the garment.
Therefore we would kindly advise you to send the mentioned jacket to our Quality Assurance department
They will inspect the jacket and will provide you with feeback as soon as possible.
We hope this meets you well.
For further assistance please contact our customer service associates on +44 (0)20 7806 1328 or email us again at [email protected]
Kind regards,
Viviana Bercean
Customer Services Advisor - Retail UK/Europe

Phoned again 30th. March
Once again promises; refuse to give contact details of supervisor