I too am dealing with the worst customer service company I've ever had to deal with. My husband treated me to the bag I'd always wanted for my 40th birthday back in April 2022. Within a month, the stitching had all come undone, so I had to go back into House of Fraser in Bluewater which is where he purchased it. They didn't have another one in store, so I gave them my email address for them to advise me when it was in. It arrived at the end of June and when I arrived, it had the same stitching issue so was no good. The lady in the shop was very helpful and called John Lewis in Bluewater to see if they had one. They did, so she ran along to collect it and yet again it had the same issue, so is clearly a big manufacturing fault. I was then told that I'd have to select another bag which I wasn't happy about, but proceeded to select my replacement. I only use my bag on special occasions and recently spotted stitching issues on the D bars and the zip so clearly it's a big issue for them! I've reached out to their customer service team who are so unhelpful it's actually blowing my mind! I've sent them pictures, copies of my receipts, the exchange receipt and the actual bag and they're telling my it'll cost £150 to repair as it's out of warranty. I'm utterly appalled by the service for what is meant to be a high quality bag company and I'd never purchase anything from them again! The damage to the bag is clearly a manufacturing fault, yet they want to charge me as I've had the bag too long, despite knowing that this is actually bag number 4 and a different style as the previous ones were all faulty too. Absolutely shocking service and clearly I'm not the only one who thinks so! Simply awful!
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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.
