Review Time
An extremely unhelpful and negative company when there’s a fault with a bag. As a customer with over 15 bags, over the last 10 years, my last Bayswater strap broke after 15 months. Sent it back and mulberry want £240 to repair it!! Awful customer service of a long and repeat customer. Will be buying elsewhere in future. Surely a £900 bay water should last longer than 15 months?
An extremely unhelpful and negative company when there’s a fault with a bag. As a customer with over 15 bags, over the last 10 years, my last Bayswater strap broke after 15 months. Sent it back and mulberry want £240 to repair it!! Awful customer service of a long and repeat customer. Will be buying elsewhere in future. Surely a £900 bay water should last longer than 15 months?
The experience via Mulberry for a handbag to be refurbished was interesting. What made the experience that much more acceptable was Lilliana.Lilliana was the only member of customer care who actually listened!!My request was simple to add a new dustbag and leather cream to the repair when returned. I got no pre warning the bag was on its way and once unpacked yes a new dustbag but no cream.Whilst there is no doubt the artisans at Mulberry are wonderful surely they should be able to read respond and deal with requests??No they didn't So I contacted Lilliana who dealt with the request promptly even apologising on the companies behalf.Ĺilliana ensured that the missing goods were mailed directly. Lilliana also chrcked that i had requested previoudly seversl times. Ensuring that I received the goods ASAP.Now I have been a fan of Mulberry for many years and as a shareholder found the experience needed feedback. I also had to tell the company that 20% discount was still shoeing on the Internet they were prompt to advise that it was mot applicable and no work without payment up front!!! The work completed is exemplary just Customer needs training and Lilliana should have the lead role.Thank You Again Lulliana .
Billie Bag: I have had to have the padlock that keeps that shoulder straps in palce, replaced twice now. Thie 1st tiem it was free and this time they have asked for £108.00 for a replacement padlock! the padlock had the same issues as previously, kept opening and discolouration so surely this is a manufacturing fault. They have come back to say it is "wear & Tear". However, how cna it be wear and tear when the padlock is supposed to keep the shoulder straps in place but keeps opening up! There has been no compassion or empathy in their responses and ultimately offered me the bu back service which is not fair. Really awfull service for a high end brand
I recently learned that not all mulberry products are made here in the UK.so I decided to check where some of my wife’s collection of bags were made.she has three.one she has with her abroad but the other two are here.The oldest one bought 15 years ago at Heathrow airport mulberry shop is still in excellent condition after many years of daily wear.no fading or scratching.made in 🇨🇳 The other one bought here at a department store in Sheffield,fading underneath and around edges,made in England 🏴.So although not made here quality doesn’t seem to be poor on overseas made bags
I ordered a Bayswater Tote from Mulberry.com— an item clearly shown as in stock. Mulberry took my payment, confirmed the order, and then waited three days before informing me that the item was never available in their warehouse.This is not just disappointing — it is a breach of basic consumer expectations and contrary to the standards set out in the Consumer Rights Act 2015, which requires goods to be available as described at the point of sale. Taking payment for an item that does not exist in stock is misleading and unacceptable for any retailer, let alone one positioning itself as a luxury brand.Instead of issuing an immediate refund (as required when a retailer cannot fulfil an order), Mulberry is now “searching their network” to see if they can locate the item elsewhere. This unnecessary delay leaves the customer out of pocket with no product, no certainty, and no clear timeline — a completely unreasonable way to handle their own stock error.For a brand that trades on heritage and quality, this experience has been slow, unprofessional, and far below the standard any customer should expect. I will be reconsidering any future purchases with Mulberry after this.
**EDIT** it gets worse!! I tried calling Mulberry today to try and get a resolution to my issue and the advertised telephone number tells you to email Customer Care and the cuts the call off! They really do NOT want to help you!Absolutely shocking customer service experience. Am still waiting for a follow-up response from an email from 10 October, in which Mulberry said they’d get back to me again later that day. I chased on 29 December and still nothing. I am exasperated 🤯 Seems I am not the only one that thinks they are a shambles. Glad I’m not a shareholder…
I am shocked at the level of dissatisfaction in the reviews, I really wish i had read them before my purchase, I placed an order for a birthday present, as yet it’s not arrived 4 days later and the birthday has now passed, I called customer service today who told me the order was coming from a store and would need looking at to understand why it was not posted to me, the all promised never came and no email to confirm the order has left!!! Frankly the arrogance of an organisation that doesn’t care about the customer , doesn’t deliver on its own promises of delivering in any form , I will not be accepting the late order now and never using Mulberry again. Update. The response from mulberry goes to show they do not listen, read of care. We are not at 6 days and no updates. You really are arrogant and I can’t wait to see the demise of the brand.
I received a purse as a Christmas gift which was purchased in the Black Friday sale 1st Dec. I wanted to return this to exchange it as the one I received was too large with a clasp that stuck out making it too bulky. I was really surprised to find out that the return policy states ‘sale’ items can only be returned upto 14 days. The purse is still for sale at the same price but Mulberry “policy” states they won’t accept it back for an exchange or refund. The 14 day return is in the terms and conditions (hidden in my opinion) so they are sticking to it leaving me with an unwanted gift. BUYER BEWARE OF RETURN POLICY AND TERRIBLE CUSTOMER SERVICE!
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For more than forty years, Mulberry has been a leading British lifestyle brand, internationally acclaimed for our quality and design. Mulberry’s handbags - the Bayswater and the Alexa - have become contemporary classics, iconic examples of British design and manufacturing expertise.
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