16.10Order made17.10Order dispatched.First tracking number by UPS, incorrect shipping address.First call to Mulberry customer support to report incorrect shipping address.Email received from support confirming my address which I did.18.10Email confirmation I received the incorrect tracking information.I was also asked to check the postal code as they could not find it. This is when I replied that there might be issues delivering to my location. If you are unable to deliver to my location, I would give another address.I received a new tracking number.19.10The shipment was returned to sender. I received a new email (separate thread) asking about the delivery address and replied again that the postal code is correct. I copied in my previous reply and added “Considering the previous communication I thought everything was fine”. So again, I lifted that it if not possible to deliver here to let me know.20.10I did not receive a reply to the aforementioned message but in the first thread with support. There it was informed of a delivery disruption and an urgent redespatch was requested.New tracking number was received. It was also raised with UPS to ensure no further disruptions.23.10 I called support again as the update on the tracking was that UPS needed clearance information. I never received an update after the call nor did I get one on the email I sent that day.25.10I sent another email in the same thread. During that time I had received a new tracking number but no updates from anyone. I asked for an update. I did not receive one.30.10 Still not having received an update I called your support again as I had yet to get any updates. After the call I got an email to summarise the call. Issues were raised with the management team at the European warehouse. Correct documents were sent to UPS. Reached out to UPS to get clarity and that I would be updated.31.10 A new tracking number was sent after management team advised they had rectified the issue.UPS needed specific documents and it was believed everything was in order.2.11A new email that the delivery was, again, returned. It was escalated to management again as everything was done correct. 6.11I reached out as I had yet to receive an update on my order. The reply was that UPS had collected the parcel today. All documents should be sorted.8.11Support sent an email to let me know that it appeared the order was returned to sender again.After speaking to the shipment team they think that UPS will keep rejected the delivery to my location. Now I was asked about the possibility to send to another address. 20 days after I offered to look into this if it was not possible to ship to my location.At this point I requested my order to be cancelled and money returned to me. 9.11 It was confirmed my order would be cancelled and refunded priority today and the money expected to be returned within 72 hours.24.11I contacted support again as I had yet to receive a refund and no updates. To my surprise I was informed that you were having issues with your internal systems which caused delays in refunds. So a two week delay without any information.That same day I did receive an email “We are processing your refund”, after I sent an email to ask what was going on. 27.11Refund received. All in all, I called your support five times. It took 23 days before asking if it could be sent to a different address. 10 tracking numbers from UPS. Around 25 emails with support where I had to ask for updates myself most of the time. More than two weeks to get my refund back which I only got after contacting you again to ask what was happening.
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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.
