Mulberry Arvostelua 

After jumping through quite a few hoops, Mulberry was good about setting up a visit from the technician. He was unable to fix the tear in my leather couch, so said it needed the entire piece of leather replaced, or the entire couch replaced. When he reported this to the Mulberry office, the determined that they would not do either of those things and instead offered to send me $283 while my insurance would continue in case there was any other problem. This is a $2K couch. They want to give me $100 more than I paid for the insurance, and blow off their responsibility to fulfill their contract. Never again. They do not do what they say they will do.

Quick and efficient replies. Ms./Mrs./or Mr. Kristian has kept me posted throughout this process. *Well the initial process was great, but sadly the replies regarding my refund are getting slower. It’s been a little over 2wks and still nothing.

I wouldn’t recommend Mulberry to anyone. In fact, I wish I could give them negative stars. Took well over 2 months to finally get my replacement mattress. This company made me jump through so many hoops to fulfill my warranty. They have no phone number to call and only communicate through email. Sometimes it would be well over a week before I would get a response. If you paid for this warranty company, ask for a refund immediately and delete their email. You’ll thank me later!

Darien was able to do what other could not seem figure out how to do at Mulberry. It took persistence to find Darien, but it paid off. He deserves a raise.
He makes the company look good.
Thank you Darien for getting my problem taken care of.
JL

They sell the furniture protection plans with language that makes it sound like normal-usage stains will be covered, but they’re not. They wanted me to document exactly what caused the stain with pictures of what happened. Since we had already tried to get the stains out, we couldn’t do that, so they denied the claim. Then, to add insult to injury, I sent 8 (!) emails trying to get someone to answer my questions about the policy, and no one ever gave me an answer. There is not chat or phone option for customer service—only email, which then goes unanswered. It’s impossible to speak to anyone, making the whole thing even more frustrating.

ABSOLUTE WORST INSURANCE!!!
We purchased mulberry insurance on 2 chairs and 1 sofa we ordered from InteriorDefine. We were told that Mulberry stands by their word and delivers on fixing things that go wrong. WHAT A LOAD OF GARBAGE! This all started March 18, 2024. We have had our chairs for roughly 1 1/2 years and started noticing very dark stains appearing on the vertical arms of the chairs. This is not where anyone puts their hands so we thought we would reach out to Mulberry and get them to fix it. This is where the problems began. 1. We notify Mulberry and they tell us a technician will be out soon(very non commital); 2. Technician calls to get our address and tells us "this is not his territory". 3. We are assigned a new technician who comes out on Tuesday April 30 a month after this started. He takes pictures and tells us that this has nothing to do with us but rather the Tannins in the actual wood are leeching through the fabric and they need to be completely repaired or his recommendation was to have them replaced. He told us he would notify Mulberry. After two weeks we hear from Mulberry and GUESS WHAT??? Somehow they now tell me that I filed a claim wrong and they are going to start the whole process over from the beginning. During this whole thing I am dealing with an agent whom I have agreed I will not mention HOWEVER–who is ZERO help and seemed to like arguing over whether or not I knew the internal working codes for each individual item I bought my insurance for.

With all of this being said.
DO NOT USE MULBERRY! DO NOT USE MULBERRY!

One final tip, they have ZERO communication channels other than email. NO phone, No Zoom, No Corporate structure. Do not be fooled, this company wants your money, then leave them alone, PERIOD!

One final note: MULBERRY DO NOT CONTACT ME. I have already forwarded this message to Interior Define as well as the new CEO and the CEO of your own company. Your support to horrific.

An absolute scam. I spoke to one particularly scummy agent named O'Leary Schwinn and after asking details about the claim, he just doesn't reply at all. I opened another claim and it's the same guy handling it and surprise surprise, he does the same thing. Its been a month with zero progress on either claim now.

Silvia from Mulberry has gone above and beyond to help me with my issue. She has been very patient, very dedicated, and has paid attention to every detail that worried me. The result? An outstanding service, and my problem solved! Thank you very much again!!! I highly recommend Mulberry to everyone.

Silvia assisted me in an exceptional way. She took the time to explain all the processes to submitting a claim and answered all of my questions and concerns. She probably provided the best customer care I’ve received in my lifetime.

This is absolutely awful situation. I paid for insurance online and of course no one sent me a receipt. only proof of insurance. When my coffee machine broke down, I waited a week for an answer from Mulberry . Then they demanded a non-existent check, then something else...and now I've been waiting for a month for my request to be considered. Is this what I paid for?

Unfortunately purchasing furniture online can be tricky. Companies claim to be quality but are anything but! I purchased a couch that turned out to be a lemon, the frame cracked in half rendering it useless. Thankfully the company offered Mulberry protection which I had upon purchase. I was able to file a claim through them even though the original warranty expired. They promptly sent a repair person out once, he was able to repair the couch at that time. Then the couch broke again, and I filed another claim with Mulberry. They sent another repair man out (he was lovely and very helpful) but the couch was too broken to repair. The repair person provided his notes to my manager at Mulberry and they worked on another solution for me. Ultimately I received a cash refund for the full purchase price of my couch and I am thrilled. I am grateful the extra program was worth the cost and the representatives were helpful and always responded quickly. I'm extremely pleased with my experience and plan to purchase Mulberry protection in the future for other pieces of furniture.

Once the customer service team got involved the process was easy and painless. The initial AI Chatbot could use some work though. I had to reiterate the issue to get it to create a case.

It's a lengthy process, but my first (and hopefully only) claim has panned out as expected. Everyone I communicated with was respectful and polite.

When it's time to file a claim, you have 2 options, file a claim online and have multiple back and forth emails with their customer service rep or call a number, leave a message, but they will never call you back. The claim assessment and processing takes time for a simple claim involving a stain on the couch. Then they will respond and deny your claim indicating that the stain is part of normal wear and tear. Poor customer service and claim handling. They will take time to work on your claim and if the issue progressed they will indicate that it will not be covered since it is already part of normal wear and tear.

well i didnt get issue resolved as protection doesnt cover digital products but they were incredibly fast responding

Mulberry has been wonderful and contact has been ongoing throughout our claim process for our electric fireplace replacement for our entertainment unit.

These guys got my claim approved quickly and the same day I noticed I could redeem the claim money, it was in my account. Thanks for all your help Mr O'leary.

This is total scam company, they will take your payment but when you have a claim they will pull 30 page document with all kind of terms, conditions and exclusion that were never presented.
When contacting them for clarification why claim is denied I got the below long story:

"We regret that not every claim can be approved; exclusions are a necessary part of warranty terms to keep these services viable and fair for all customers. As per the situation you described at the retail store, while we strive to ensure that our retail partners are well-informed and accurately represent our services, we must clarify that the ultimate verification of terms via our provided resources falls under the customer's due diligence. Please be assured that we regularly engage with our retail partners to reinforce the importance of accurate information dissemination and the availability of warranty details at the point of sale.
We value you as a customer and are here to answer any further questions you might have about your warranty or its terms. We strive to provide quality service and support and regret any inconvenience this situation may have caused. Thank you for your understanding."

I have used them for warranties on my rugs and they have delivered on their claims. I would rather pay for the warranty and know that my textiles are covered in the case of spills or accidents (we have pets and small children). Although I have had some difficulties with this company, I will continue to use them.

What a scam! I was almost tricked when I made a payment with my Apple Card into purchasing $9.99 per month plan until I read the “terms and conditions”!
A payment verification email from Link used words like “no cost” and “free” were carefully inserted into what appeared to be an email “verification”!!
Complain to your retailer about using this service to process your payments.