Burke Decor Customer Service — Expert Guide

Overview: What to Expect from Burke Decor Support

Burke Decor is an online retailer specializing in contemporary furniture, lighting, rugs and décor. Its customer service operation covers order placement, shipping coordination, damage claims, returns, trade accounts and product warranty inquiries. For many customers the support experience is a combination of in-house staff and vendor or manufacturer partners because Burke sources inventory from multiple makers and global suppliers; this hybrid model affects response routing, lead times and remedial actions.

From a practical standpoint, expect the customer-service interaction to address three core vectors: order status and tracking, damage/defect resolution, and returns/exchanges. Knowing which vector your issue falls into will accelerate resolution because each has different documentation, time windows and financial consequences (refunds, restocking fees, shipping credits).

Contact Channels and Typical Response Times

Primary contact channel is the company website: burkedecor.com — use the “Contact” or “Customer Service” link to submit inquiries linked to your order number. Many customers also use the web chat or an email contact form so that questions and attachments (photos, packing lists) can be centralized. If Burke has a published phone line, that line is best for time-sensitive escalations; otherwise submit documents through the website and request a callback.

Typical response metrics in the specialty online-furniture sector, and commonly reported by customers, are initial acknowledgement within 24–48 hours and case resolution in 3–14 business days depending on complexity. Simple status questions often close within 1–2 business days; damage claims requiring carrier investigation or factory authorization commonly require 7–21 business days. If you need faster movement, escalate with a concise packet (order number, SKU, date received, three clear photos, and the purchase invoice).

Orders, Shipping and Tracking Details

Orders on Burke Decor span from in-stock small items to large made-to-order sofas and lighting that ship from domestic warehouses or international factories. Expect domestic in-stock items to ship in 3–7 business days, whereas imported or made-to-order goods may list lead times of 4–12 weeks. Oversized freight (sofas, case goods) typically ships via white-glove carriers with scheduled home delivery and optional room-of-choice placement; add-on white-glove fees commonly range from $150–$600 depending on weight and distance.

When tracking an order, keep the order number and SKUs handy. The crucial data points the CSR will ask for are: order number, product SKU, purchase date, delivery address, and photographs if there is damage. For international orders, be prepared to provide customs information; customers are usually responsible for import duties and VAT unless otherwise specified at checkout. If you require expedited shipping or crossdock arrangements, request a quote before ordering — surcharges can be 25–100% above standard ground rates for rush handling.

Returns, Refunds and Damage Claims

Burke Decor’s returns and damage policies will differ by item type. Standard small home-decor returns are commonly accepted within a set window (often 14–30 days) if items are in resaleable condition, but many furniture and rug purchases are final sale or subject to a restocking fee (often 10–25%). For damaged or defective items, most specialist retailers require notification within 48–72 hours of delivery and photographic evidence showing packaging and product condition.

To file a damage claim efficiently, follow these steps: 1) retain all packaging, 2) photograph the exterior carton and the damaged product, 3) note the carrier’s delivery receipt and any exception noted on the bill of lading, and 4) submit the claim through Burke’s customer portal with order number and photos. Expect a carrier inspection or pickup scheduling; resolution may be a replacement, repair, or refund depending on inventory and vendor warranty. For partial-damage cases, negotiate credit amounts in writing and secure written confirmation of adjusted invoice totals before authorizing disposal.

Practical Documentation and Escalation Checklist

• Essential claim packet: order number, SKU, purchase invoice, delivery receipt, 3–5 photos (box exterior, box interior, product close-up, full product view) and the date/time stamp.
• Escalation steps: if no response in 72 hours, ask for a case ID and manager contact; if unresolved in 14 days, request written timeline for carrier inspection and expected remedy (refund, replacement, credit). Keep all emails and chat transcripts to escalate to payment processor or credit card dispute if necessary after documented attempts to resolve.

Trade Accounts, Warranties and Pricing Practicalities

Burke Decor offers trade and designer programs (if enrolled) that provide tiered discounts, order tracking, and dedicated support — trade discounts often range 10–20% depending on account status and purchase volume. Apply for trade status before placing a large order; approvals may require a business license, tax ID or design firm credentials and can take 3–10 business days to process.

Warranty coverage varies by manufacturer; typical warranties include 1–5 years on furniture frames, 90 days on upholstery wear issues if not specified otherwise, and longer (10+ years) on select structural components. Always request the manufacturer warranty in writing for high-value purchases (sofas over $2,000, lighting over $500) and confirm whether warranty work will be handled by Burke, the manufacturer, or an approved local service provider.

Final Practical Tips for a Smooth Experience

• Before buying: review the product lead time, return/exchange terms, and whether the item is subject to a restocking fee or is final sale.
• Immediately upon delivery: inspect and photograph goods before signing delivery receipts; note any exceptions on the carrier paperwork to preserve claim rights.
• For large or international orders: request a written timeline, shipping-damage protocol, and an estimate of duties/taxes to avoid surprise costs of several hundred to thousands of dollars on high-ticket items.

How do I contact luxe decor?

Contact Us. Toll Free Phone Number 888-733-3201. Live Chat Representative (via the icon on the bottom right of any website page)

Who is the founder of Burke Decor?

founder Erin Burke
Two-plus years since Burke Decor first fell down a rabbit hole of financial and legal trouble, and mere weeks since the brand’s shutdown, founder Erin Burke appears to be back with a new home goods website.

Is Burke Decor a reputable company?

See what reviewers are saying
I placed an order with Burke Decor on March 2, 2024, and more than a year later, they have yet to deliver the product or issue a refund. Despite numerous attempts to reach their customer service—and. Burke Decor is a SCAM website being run outside of the US.

What is going on with Burke Decor?

Burke has struggled to keep up with customer orders over the past year, first announcing plans to restructure in March of 2024 in order to “raise outside capital, reduce debt and restructure operations to improve profitability in the current economic environment.”

How to get ahold of Burke Decor?

1. Contact. http://burkedecor.com.
2. Phone Number. (888) 338-8111.
3. Address. 1419 Boardman-Canfield Road Suite 280. Boardman, OH 44512.
4. Category. Furniture & Accessories.

Can I track my Burke Decor order online?

Burke Decor Account: Log in to your Burke Decor account, go to “My Orders” and select the order you want to track. The tracking number will be listed there. Shipping Label or Receipt: Check the shipping label or receipt you received with your package. The tracking number is usually printed there.