Placed an order in the Manchester store on 29th December, which was payment in full, received an email on 2 Jan to say they item was no longer available it they would try other stores. I emailed to say that as it was a gift I would like to cancel as at this point I had transferred the cash to the intended recipient so he could purchase elsewhere. Nothing heard so I again contacted customer services to again request a refund. Several emails later I got a message to say the item had been despatched followed by one with a returns forms. The item had not in fact been sent and I was advised by Jordan in customer services that a returns note was the only way to process a refund and it was nothing to be concerned about! On 8 Jan I received an email to say the refund was being processed and would take 24-96 hours to show, but nothing refunded, so contacted again on 13 Jan to ask for a named contact and email address to make a complaint, this has been ignored. I even messaged via social media and they claim not to have seen my request for a named person, I have sent screen shots of the emails and all gone quiet. I then record a further emails yesterday and today saying the refund is being processed but the last 4 digits of my card are not on the form (where it says it should be) and I’m still waiting for a refund. I have raised this as a dispute with my card provider as I’m sick and tired of chasing a refund for an order they couldn’t fulfil. The telephone number front the website goes straight to answer machine despite me ring at 10am one day and 10.30am another, they say there opening hours are from 9am! I have been a long standing and loyal customer but they will not have another penny from me and if I don’t receive my refund by the end of this week I shall look to make a claim in the small claims court. It’s no wonder their sales have slumped if this is the way they treat people. Order ref TNZ701862Returns ref ML002-1-TNZ701862Customer Service enquiry reference: 01241052 - Jordan “Customer Care Expert”AVOID
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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.
