After purchasing an amberley black large satchel in Feb, the bag developed a fault within 4 months. I had an awful experience with customer services giving conflicting messages, resulting in the bag having to ge sent off for repairs. I dropped my bag off in store, again poor service with the colleagues fumbling about to process the repair order. Despite being a simple repair, my bag has now been with the repair team for 9 weeks. Zero contact during the first 8 weeks (despite being told it would take 3-4 weeks... far too long anyway for a simple repair!). I emailed, called multiple times, no response. We are now in week 9. I eventually found another email through chat gpt and recieved a response, however despite replying within a couple of hours, it took another 2 days for anyone to contact me again. No update on my repair despite asking multiple times when I will get my bag back. I have also asked for a manager to contact me and for the complaints process. Mulberry have failed to provide this so far. I can only presume that the lack of response means they can not locate my bag or have not completed the repair. Probably the worst customer experience I have ever recieved which is shocking given this is classed as a luxury good brand. I've not been offered any formal apology for my experience so far and there seems to be no urgency to return my item to me, that is worth over £1000!!!!
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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.
