I initially was frustrated, in order 3 mirrors that they would then not be shipped until after the holidays. However....customer service was outstanding and personable. They tracked down 3 mirrors, re-prioritized, shipped, and arrived in impeccable condition. Their customer service and responsiveness has set them far above many others I have worked with in building this new home. This was my first experience, would highly recommend.
Review by Labowner1 month ago
Expect at least 3 weeks to ship an order from here. I ordered a clock on sept 15th, October 1st now, no shipping information given, no updates on the order. Do not recommend.
Review by WSHarris Weilacher1 month ago
I sent an email to customer service asking to cancel part of an order (since it still hadn't shipped, 2 weeks after I initially placed the order). No response. A week later, I receive an automated email with a tracking number, since lo and behold the shipment went out. But I still have not heard back from customer service. I would not shop here again. The impression I've gotten is untrustworthy.
Review by Rosu Lavirotte2 months ago
I'm honestly not quite sure how to rate them - I was between 2 and 3 stars. It's not a total scam but there are issues.
I placed two orders when they were having a sale. One came immediately with no issue, but the other I was told I would have to wait one month for one of the items and two months for the other, although there had been no indication that either of them were on backorder when I ordered them. Here's where the problems start...
After receiving the first package, I didn't like the item and requested a return. The return process is somewhat informal and required that you reach out to their team, and then they send you a return label. I used the return label they sent me, the item was delivered - but I never received a refund. I also requested that they cancel the item that was on backorder for 2 months because I couldn't wait for it, and they said they would cancel it - but again I never received a refund. This is all done by just emailing back and forth with a rep, who sometimes is very responsive and others does not respond for some time, and you usually will not get any confirmation emails about anything (for example I got no email other than a response from the rep confirming that the backordered item was canceled).
I currently am pursuing a refund for these two items via Amex and will see how things shake out.
Review by Ajjaz2 months ago
first time to order from BD. my experience was great. I had a question and emailed there customer service and I was pleased that I got a quick response. Megan was so nice and I will definitely be ordering again and spread the word about my great experience.
Review by Xboxoneuser2 months ago
This is the first time I bought something online without touching it. I'm a tactile person so I like to make sure the quality of the purchase is good. I couldn't have been more happy with the transaction. The delicate piece I ordered arrive without a scratch and I was able to gift my daughter with a delightful housewarming gift that hopefully she can pass down to her daughter. I bought the Archer Large Table Lamp and was so worried that it would get damaged in shipping. The Sales staff assured me that if anything happened that they would work with me. My daughter loved it and I couldn't be happier. It arrived on time and safely and I definitely will use this company again.
Review by Grizzy3 months ago
Ordered the wrong rug but useful chat service (thanks Leah) refunded store credit so I could fix my order. Great service
Review by Starry Rudeyko3 months ago
I rarely post a review of the products I purchase online but their satisfied customer services encouraged me to write this.
Had an issue with my shipping address, and their customer service took care of it right away, and everything arrived fine. Will shop again!
Review by Xenor3 months ago
I wanted to give this company the positive feedback that they deserve. I have worked as an interior designer for 28 years and have purchased from almost every retailer out there (good experiences, bad and otherwise). I have had the best working relationship with Burke Decor's trade team since opening a company account in 2017. We have repeatedly ordered with Caitlin because of her commitment to our needs. We have ordered custom rugs and had them use our own fabric for COM pieces and have never had an issue with quality or fabrication. I cannot say this for every company we have worked with. We have had to wait for pieces to be delivered, but that is the industry norm and only in one instance was the delivery window a few days past the projected. I recommend connecting with customer service if you have special requirements, but strongly recommend their products. Thank you.
Review by Damiani3 months ago
Shop elsewhere! Ordered 4 double rolls of wallpaper, received 2 rolls. What if I only wanted one roll, would they have opened up the package and cut half off and sent that to me? . Total Waste of time and money. I ordered in the 10th, received on the 9th. Can’t return wallpaper, only exchange. Back to amazon where one double roll actually equals one item. It’ll be here in less time and a heck of a lot less money and frustration. Shop elsewhere.
Review by Sophiiee4 months ago
Great product. Messages failed on first day but I think it was due to the account still being setup and configured on the back end.
Review by NothingBettertodo Dyecustomer4 months ago
total and complete scam. I never write reviews but i think its a responsibility to future customers to put out a warning.
I ordered a dish rack from them two months ago. There was no indication when placing the order that it would be back ordered or delivered from out of the country. I emailed customer support - they said the item would ship in 4-6 weeks. i followed up with them and they said they would see if they could rush delivery. Then a couple days later they said it was "stuck in customs". I havent received any update after countless follow ups. Its now been 10 weeks since i placed the order.
Review by Cherrieann Mutanya4 months ago
Had the most incredible experience with Burke decor. I purchased a table and it arrived slightly damaged. With just one very pleasant phone call, a new table was shipped out immediately. I could not have asked for a better shopping experience. Thank you!
Review by TexWoods Kev4 months ago
We found everything we needed to set up shop at our new apt here. We placed 4 orders from the site and loved everything. We got a great rug that is washable and so soft. So I think the products are awesome quality and the service has been very good. Recommend!
Review by Lacey4 months ago
Helpful both before and after I ordered.
Packed glass item REALLY well!
Sent quickly, too.
Review by TeLisa Nellir4 months ago
I ordered a brass rolling cart with 3 marble slabs. Upon delivery, the packaging was phenomenal. Unwrapping and setting up two of the wheels were not moving properly and there was a small chip at the corner of top slab. I contacted Burke customer service, sending them photos. Within two days I was advised to donate the cart and a new one would be delivered. This was not the solution for the problem I expected, and exceeded all expectations.
I also found Burke's pricing the best comparable for this cart.
Review by Strahssis5 months ago
Delivery was prompt with excellent information regarding a possible delay. One small glass tube arrived broken. I called them and they promptly and happily replaced it without any problems. They were soooo nice about it. I would highly recommend them. Outstanding service.
Review by AbiP5 months ago
Placed my order on Sunday and was informed I would get a tracking number in 1-2 business days. By Wednesday, no tracking number. I called customer service to check on the status. My order was not yet shipped. I requested to cancel my order. The agent told me it would take 48 hours to hear back if cancellation was successful. I, then, receive an email an hour later stating shipping was already in process and I would get my tracking number in 1-2 business days. By Friday, still no tracking number. I emailed customer service for an update and again to cancel my order. No response. After reading other reviews of customers who never received their order, I finally contacted my credit card company to report a scam. 3 days later I get an email from Burke and Decor that my order was cancelled and they have refunded me. Unfortunately, i had to resort to getting help from my CC company just so Burke and Decor will grant me my cancellation and refund request.
Review by Chong5 months ago
We had to wait a bit longer than expected for our wallpaper. However, we were fortunate enough to being working with a customer service representative named Caitlin Hickey, Caitlin kept us informed every step of the way. Her attention to our dilemma, along with her quick responses, prevented us from canceling our order, It is her kind of service that will encourage customers to use burke decor again. We could not have been more pleased with her service. Thank you, Caitlin.
Review by Ellenor5 months ago
Thank you Bridget! Love my 6 new bar stools!! Appreciate your professional help and guidance with my purchase and the delivery!
Review by Gulf Kerstner5 months ago
HORRIBLE SERVICE. I ORDERED A GOLD BOOK SHELF 3 MONTHS AGO. I HAVE BEEN EMAILING BURKE - NO RESPONSE WITH THE LAST 2 EMAILS I HAVE SENT. THEY HAVE MY CC NUMBER AND THIS CONCERNS ME.
DO NOT ORDER FROM THIS COMPANY.... THEY HAVE NO NUMBER TO CONTACT ANYONE EITHER.
Review by Nagarjuna5 months ago
I've ordered a pair of Surya rugs from the store and received the product on time with a greetings message and 40% voucher.
So supportive team.
Review by Massage5 months ago
We worked with Burke's team to help us replace a Four Hands sofa that we had purchased elsewhere years ago and loved. We had a waterline break in the winter and our precious sofa was ruined from water damage!!! Although it was not available in the same finish we previously had, we were able to order samples of all the upholstery options available and wanted to directly extend thanks to Sheila for her help in sending these out so we could make an "in person" decision. Instead of trying to talk us in to ordering sight unseen, she recommended touching and feeling the materials first . Once we decided and ordered, we had our replacement delivered and installed within 2 weeks, plus I am so happy because (side note) our insurance covered it!! I just want to commend the team on providing a very personable experience - I order here and there from larger retailers and ordering furniture online is HARD. You don't always get the sense you are talking to someone who has seen or touched the product or bothers to make sure you have the tools at hand to make a decision. Great experience. Thank you.
Review by Snezhana Blanchout5 months ago
BUYERS BEWARE. If I could, I would give this experience 0 stars. This is the worst online retail experience I have ever had. They do not honor replacements if the item is damaged. You will have to wait 4-5 months to get a replacement and deal with the worst customer service experience in terms of executing an exchange. The delivery partner they work with is an absolute joke. You will receive an item that is damaged, but won't know because you're not going to want to pay $400 for white glove delivery aka they unpack the item for you. When you do receive the replacement, it will also be damaged...save yourself the hassle
Review by Shubhi5 months ago
your items will arrive months late and at different times.