Two Mulberry messenger bags with two different faults. Both faults I strongly believe were manufacturing faults. Mulberry charged heavily for both and made no attempt to ‘present’ the bags on their return. I complained by email about the pricing of the repairs and the state of the returned bags. I received a long standard response from Emily in “Customer Care” on Mulberry’s policy’s etc… Emily had no actual idea what my bags looked like, their faults or even bothered to look into it although she would pass on my feedback. There was no breakdown of repair costs, just a paragraph on high costs because of the skill set of the repair department. Her response for the terrible look of the bag, was that tidying up the bag might compromise my wishes for a vintage look. My bags aren't vintage and I was never, ever asked for my wishes although I do know that I would have liked to have been asked and I would definitely have liked my bag to look a lot better than it did. I believe Mulberry abuse their position on repairs. I pointed out the bags faults in store. I insisted they were manufacturing faults to store staff and was told they had to be sent away for assessment. There is a 12 months guarantee, no ifs, no buts, even if the bags are barely used. Some time later I was informed by email that the “Lifetime Service Centre” decided that my bags faults weren’t Mulberry faults - no explanation, no chance to challenge. Take it or leave it. I could pay up or I could lose the use of two expensive bags. Not much of a choice if you ask me so I had to go ahead with the repairs. To then receive a bag back in poor condition, was heart wrenching. So I am now left with poor customer service, and Emily’s patronising final words - she’s hoping that I love and use my bags for years to come! Well Emily I sadly haven’t felt up to using any of my Mulberry bags since my experience…. I just feel miserable, ripped off and probably won’t walk into a Mulberry store again in my life.UPDATE/RESPONSE My bag wasn't within the 12 month period. It was just barely used. Again, no one has read my complaint, nor looked into my case, just offered a standard reply. My fifteen year old cross body Hermes bag has recently been repaired in Italy. The catch failed and apparently it shouldn’t have, it should have lasted a lifetime! It was returned at no cost to me. It also came back with a new dust bag beautifully presented. Goodbye Mulberry.
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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.
