I am currently in the process of having a bad Customer Service experience with Mulberry. Having been a Mulberry customer since I was gifted one approximately 35 years ago I have bought many handbags, purses and scarves both direct from Mulberry and also from outlets such as Selfridges and John Lewis. My experience with Mulberry has, in the main, been good. However, I purchased a purse from an online outlet recently for a gift. Everything looked in order when it was delivered and I kept it ready for the recipients birthday. I was then told by the recipient that the zip pull was missing. My experience with Mulberry’s Customer Service started off ok and my online contact was very good and helpful. However, since my item has moved to the Lifetime Repair team, it appears to be going nowhere very fast and my experience is very much like all the bad reviews. I was unable to get through on the phone and have resorted to emails. I have had to give proof of where I purchased the purse. They said if I couldn’t find the receipt, a copy of my credit card statement or bank account would help and until they had that they couldn’t pass my purse for assessment. I agree with everyone else who is currently stuck in the customer complaints loop, for a company such as Mulberry to offer such bad customer care is unacceptable. After this experience I won’t be buying anything else from Mulberry and or any outlet with Mulberry on it, ever again. It’s been a very disappointing experience and my item has been with them now for approximately 7 weeks with seemingly no quick resolution. I thought mine was a simple query, can it be repaired and what if anything can they do to help. I have since had to prove where and when I purchased it and supply photographs, all of which has been time consuming, not to mention the fact that I am starting to feel like someone who may have purchased a copy. I thought that the identification disc in each Mulberry bag/purse authenticated it and they could track who sold it? Anyway, Mulberry have been given all the information they requested, but it all seems a bit much for a pull that should have been there in the first place. Sadly, I have to agree that things have definitely gone downhill with Mulberry both in terms of service and their support of customers along with the quality of the product. I too wish I had read the reviews before contacting Mulberry CS for help.
Claim your business profile now and gain access to all features and respond to customer reviews.
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.
