Bag delivered yesterday with flaws. Called the customer care number which is on a message for you to email and have done so. Have been online to see how to get a replacement, however, no information available as bag was on a Black Friday promotion and the price has now changed. Contacted the Mulberry store enquiring as how to get a replacement and sadly they could not help. When querying customer service response time with them I was told seven days! I have several Mulberry bags and have been delighted with them, although it should be noted that have bought them in store. I will wait to see how this unfolds, however, I am unlikely to order with them online again. No live contact with customer services not even an auto response to acknowledge receipt of email and seven day response time is beyond poor!Update 19th December: Mulberry have replied on here but no response to my email and well past 7 working day response time. And no, I’m not prepared to put my order details on a public forum. I took a chance and carefully steamed the marks/creases out which worked. This said I will not purchase again from Mulberry either in store or online. I say this because as a long standing customer I do feel that the quality of the bags and hardware is not what it used to be. They also offer a repair service (which I have used), however, with their current customer service set up this would pointless.
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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.
