Why You Should Think Twice Before Shopping at Burlington: A Customer's Frustrating Experience

A Disappointing Experience with Burlington Customer Service

By Miriam Raftery

January 10, 2025 (La Mesa) – Recently, I faced a frustrating situation while trying to return a defective suitcase I purchased for $68 from Burlington. Just three weeks after buying it, one of the luggage wheels split open, prompting me to seek a refund.

Upon arriving at the La Mesa Burlington store, I found myself waiting nearly an hour in line, as there was no dedicated customer service desk for returns. When it was finally my turn, the employee refused to refund my money, stating that it was because “you traveled with it.”

This response left me baffled, as the whole purpose of a suitcase is to travel! I specifically bought this luggage for a holiday trip due to its 360-degree rotating wheels, which were supposed to ease the strain on my shoulder injury. Instead, I ended up carrying a heavy bag filled with winter clothes, boots, and a coat, which was not the intended use of the product.

It’s disheartening to think that using a product for its intended purpose could result in no support or refund from the retailer. This experience raises important questions about customer service and product reliability at Burlington.