I contacted Mulberry Customer Care on 20th November 2024 after noticing the plaque on my new Mulberry bag was scratched. I received the order 23rd October (W56678063)I received a nice response from Selma a few days later, apologising and advising me I could obtain a replacement. Due to the issue with the bag, I requested a refund as I believe it is a fault with the bag and is likely to happen again, so did not want a replacement.I was advised I was out of the timeframe to receive a refund, although I had not had the bag for more than 30 days.I therefore requested a different replacement bag, advising I would pay any difference in price.Again this was rejected and I was advised I had to have the same replacement bag (what Company would not want a Customer to spend additional money!) I responded to Selma, advising her of my disappointment with the response so far, considering the luxury Mulberry brand and the costliness of their products.I have asked whether someone can ring me or provide me with a number to contact them.It has been radio silence since....It is very disappointing considering I have been a loyal customer for a number of years and own several bags.I have lost faith in the Brand now and would just like a refund and resolve the matter, so I can purchase a bag with a Company who may place more value on customer service and how they treat their Customers.
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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.
