Mulberry England  Arvostelua 

I have purchased multiple leather items from Mulberry in the past. One of my most recent purchases was a bag around 8-9 months ago. The chain of the bag unexpectedly snapped and I contacted Mulberry customer services expecting the chain to be fixed or replaced. This was on 29th June 2023. Since that time, I have been sent two broken chains through the post, I've been offered differing ways of the issue to be resolved - one of which was to send the bag back, to have yet another chain sent out or to just be sent a replacement bag. I chose the first or the latter as I didn't want yet another broken chain. This was ignored and I was told yet ANOTHER chain will be sent and promised it would be resolved this week.

I've not received the chain and the matter is still left unresolved, over 3months later.

I'm beyond fed-up and as much as I love their designs, I will not be purchasing another Mulberry item and I certainly will not be recommending them.

My hope is after this review, maybe, just maybe the matter will be resolved??

AMAZING - me and my family love mulberry, my mother collects and has lovely bags and so do I, for my 15th birthday I went down to Mulberry Shepton Mallet and purchased handbag. Lovely women there help a lot and really kind. My brother also whent to buy a wallet for uni and once the women realised the occasion gave us 2 bottles of amazing champagne - the lady helping me was Paula so grateful for her help and made both experiences memorable - thank you so much

I went into Mulberry Glasgow with a problem with a bag my wife had purchased a few years ago. I was met with a friendly smile from a Mulberry associate named Rosalind. I showed her the issue with the bag and she told me not to worry as she would sort it out. She took my contact details and within 30 minutes she had the bag back in my hands as good as the day it was purchased. Top marks for professionalism and customer service. This person I hope is a valued member of staff at Mulberry. That is why it is a premium brand and long may it be so.

My husband bought me a mulberry purse. Although I’ve had it a while I have hardly used it. I have had a number of purses and handbags from Mulberry. However this purse has leaked dark red dye onto the purse and now can’t be used. I contacted Mulberry via email who take some time to reply. I also attached a photograph. I told them I did not have the receipt( it was a present anyway, and who keeps receipts when you are satisfied with the product delivered). I explained that and told that I would need a credit card receipt! I had told them it was a present. The subtext is they don’t believe their customers. I have purchased 4 bags and 3 purses from Mulberry over the years but I will not be purchasing any more. Perhaps I should send photos of the products and they may believe me? Shameful for a so called high end company to behave in this way. I now have a very expensive purse which I will have to throw away. Interestingly, in the past I have dealt with so called ‘bargain end’ companies (eg. Lakeland Plastics) and others who have immediately responded with a replacement item and apology. I have written to the CEO for a response. We will see!

Absolutely shocking. Paid £12 for delivery today and the incompetent DPD driver said they attempted delivery and the picture is of an abandoned old pub. I paid for this as needed it today for a gift and you can’t even call customer services. A joke
Well no call from DPD as I was advised and still no bag at 8pm so will look a fool turning up at a friends birthday party minus the gift. Advised it will be delivered Sunday when I have already made plans.
This is a joke and I will no longer purchase from this company.
Today I have spoken with Mulberry directly and they have resolved the issue in a satisfactory manner.
I hope going forward that things like this do not happen as not only is £12 delivery expensive, they did refund this, but it’s the hassle and frustration of having to make calls, send emails etc to rectify this.

Excellent service from Alannah, at Bicester Village store. Patient, polite, helpful and already very assured even after only 3 weeks of being there. Keep hold of her she is an asset , definitely.

I ordered a handbag online and received the wrong item. I contacted Mulberry via email and am still waiting days later for any response. I tried calling the phone number and the hours are very limited. I just want a response and the correct handbag I ordered (the one I was sent is half the price of what I paid) but the silence is telling me they do not care about customers and I just want a refund.
Update: I called the customer care phone number and was able to talk to someone about returning the wrong product. I never received a response from the email address of customer care that's on the product receipt, they should remove if they will not respond to it.

Indleverede taske til rep i marts. Får at bide, at der kan gå op til 16 uger, før jeg får den tilbage igen.
Skriver efter 16 uger til kundeservice, det kan fortælle at de 16 uger først starter fra den dag jeg modtog tilbud fra deres engelske afdeling.
Og st der kan gå yderligere to uger pga sommerferie.
Jeg far i mellemtiden afleveret en anden taske til rep hos Mulberry, og det har jo nu også lange udsigter med at få den igen.
16 uger er længe at undvære for mit vedkommende min arbejdstaske. Og så kan der lægges yderligere 6 uger oveni pga ferie og ekspeditionstid fra engelske afd.
dvs 20 uger - eller 5 måneder…
Ikke ok overhovedet!
Stram op på jeres rep-tider. Det er dårlug service og reklame!

I bought a phone case from mulberry luckily on sale for £60 but originally £115… it is awful quality. Within the first month of my purchase the material on the phone case has ripped off and worn away. Considering the price you’d expect much better! Would not recommend at all.
After writing this review - they contacted me and processed me a full refund, excellent customer service!!

We went back to the store at Covent garden to see Simona Gallo and this time, her service went extra miles. Four of us getting 4 glasses of bubbles as welcome back. No doubts if we go to Covent Garden again, we will pop in for the next item. Xx

So impressed till I asked her name to write the feedback in return for her wonderful caring.

From Manchester.

Bought a very expensive work bag 3 years ago. After only 18 months one of the main zippers fall apart. Sent for repay - back 5 months later. Delay in repair allegedly due to Corona. 12 months later - both zippers fall apart. The one can be repaired under warranty - the other I have to pay for. Okay then! Here 4 months later, the bag is still not back from repairs. Maybe they still have corona? Anyway - price / quality / service totally out of sync here. Buy somewhere else.

Visited the York store a couple of weekends ago, I popped in on a whim to buy some trainers, the young assistant was very nice but out of nowhere a big woman like mrs Trunchball appeared out of nowhere looking at me like I was something she had trod on and when I was trying the trainers on she was barking you need a sock, I just thanks but I have my own on, she proceeded to stare at me… got her eye wiped when I literally tried one on and said to the young girl serving me yeah I’ll take them hope she got commission on them £350.00 trainers.

The customer service is shocking , I placed an order before 2pm Friday and still haven’t had a dispatch email . I spoke to live chat who said they would put order on express shipping as I need for my holiday on Wednesday, and she would get back to me but haven’t heard anything since , I’ve called and emailed and no reply .
Considering this is a high end company i find the lack of customer service and speed of postage is crazy . I will probably have to return items as won’t be here in time .
On page says offer next day service but no where to be seen check out

After receiving an on line order from mulberry ( despatched from Regent Street ) when opened, the bag was in a tragic state. Scratched down to the base metal on the handle and no protective plastic on lock. Unbelievable condition, so much so photos were taken to record the terrible quality. It was immediately returned and thankfully our money returned.
Customer services, well, good luck on that one.
I decided to go to the Mulberry stand situated in John Lewis Nottingham.
They ordered me in a bag, it was checked and in perfect condition.
The staff in the store are outstanding.
Customer focused, pleasant and made the experience of buying a luxury product an absolute joy.
Mulberry, John Lewis Nottingham. I’ll be shopping there again.

The lock on my 10 yr old Bayswater handbag broke. I contacted the Bond St store who logged my repair. I took the bag into the store as there were GPO strikes at that time.
They did tell me that it may be 14-16 weeks for the repair. I took a photo of the repair form but an email of the form & confirmation of the repair was sent to me within 24hrs.
After only 3 weeks, the store emailed me to tell me my bag was repaired. The store arranged DPD to deliver the bag & it arrived within 48hrs.
Throughout the process, communication with Selma at the store & the repair centre in Somerset was excellent. I am very pleased to have my bag back, with a new shiny lock. It has also been conditioned & polished so looks like a brand new bag.

Disgusting customer service - I have sent multiple emails about a faulty wallet and zipper . The zipper has turned green like the brass has oxidised . No reply after sending 4 enquiries. Can’t get through on the phone . Report made within 12 months warranty date in January still no reply !!! Will be out of warranty by time anyone gets back to me . Trading standards complaint now going in

Sent in for simple repair. Heard nothing after weeks, not even an acknowledgment of receiving bag!
Phone and get through to some useless individual by the name of Izzy. Courtney slightly better. 3rd phone call off the day and get through to Aaron who is much better.
Say they’ve sent emails, but they don’t come through. Then turns out they have issues with their emails.
Absolutely awful service for what I consider a luxury brand! Would not recommend. Wouldn’t buy again! It’s gone back for repair due to poor craftsmanship - their customer service is even poorer!
Dreadful!

I bought a pre-loved bag in January 2023 (my third purchase from Mulberry), on getting it home, I found it was extremely dirty - disgusting in fact. There was hair (animal, I think), dust, particles and caked on dirt in the lining of the main compartment. The dirt may well have been, from the colour/ smell, something like excrement/vomit (no joke...) Across the other compartments, there was hair, particles, dust. I have photos to back up everything I'm saying here. I cleaned the main compartment in my shock as there was already dirt on my bed, bathroom floor etc. I contacted Mulberry by email, waited a few days (no response), chased via Facebook and when they eventually got in touch, the Customer Service team were very professional and organised to send the bag to the Lifetime team for assessment.

As if this wasn't bad enough - the bag was sent back to me with no perceivable improvements in the cleaning despite Mulberry stating they had cleaned it. The main compartment looked just like it did after I cleaned it (that might be deemed fair enough, it's crumpled - thought they'd have looked at that, but I cleaned it quite thoroughly).

The other 2 compartments still contain hair, dust and visible particles. In other words - there is no evidence Mulberry did anything at all! I was given a voucher, which is kind, but the value of the voucher when considered against Mulberry's pricing point isn't something that wowed me, if I'm honest. What I really wanted, was for the bag to be cleaned. Having been unable to use the bag weeks after I bought it, my reasonable expectation was that the bag would have been spick-and-span.

** I am now convinced that there is no quality control taking place. How was this bag sold to me in the first place? How did the team do such a poor job when it was returned? Why did it take 10 days to assess and return a still dirty bag to me?**

Also, I raised the issue with the bag by email (no way to phone Mulberry!) the very day I bought the bag. It took quite some time and chasing to get a response and by the time the matter was "resolved", the 30 days to get a refund had passed. That's on Mulberry for the delay in its processes and whilst I was told I could email ahead to request a refund, I don't see why I would need to do that. The delay was not on my side!

So there are multiple layers of issues with my experience.

Very poor, Mulberry, not a luxury experience at all. I am writing this with regret, I gave Mulberry plenty of time and opportunity to make the situation right, but despite the customer service team being really nice, I have still paid a lot of money for a very dirty bag.

I started the returns process with mulberry on the 28th December, I had a DPD collection booked for the following week which failed to arrive. Since then I have sent 9 direct emails, sent a message through the customer service form on the website and called the customer service phone number every week which is currently not in service, I even called one of the stores to try and get help! I added a review on the website to try and get some attention but all has been ignored!
On the 13th January I had an email to rebook the collection which I immediately responded to and have had no contact since.
As of this review I have been waiting 50 days to get a refund for a product that mulberry have failed to collect.
I have also been reading these reviews and seeing that mulberry’s response is largely generic which is completely unacceptable when your breaching customers rights to returning and refunding unwanted goods.

17/02/23 UPDATE! After receiving a reply from Mulberry with a contact number I called the number which went through to an answering service which cuts you off before you can leave a message but puts you through to a customer service survey, this gave me an opportunity to leave a message which I did to inform Mulberry that I will be seeking legal advice if I am not contacted by Monday.

Still waiting for my refund. Where is it???? It took now 5! Days and I paid via PayPal. No big Deal!
Please help. I want my money back!
Order: W53771043