Review Time
Recently visited the outlet store in Bicester and was pleased with the offers in store, as well as the excellent service received. I made a few purchases during my visit and the staff were so helpful, providing a glass of champagne to sip whilst we browsed various products and even gave us a bottle of champagne for free to take home. Despite this being an outlet store, the only thing discounted was their prices, well done Mulberry.
Very Poor Shopping Experience for a premium designer bag -following an unsuccessful shopping experience and order attempt with Nordstrom for a different style Mulberry Bag . Everyone states they have them in stock , you pay for the item and then suddenly item is unavailable . I understand that this might happen. It hasnt happened with LV in my experience . My Mulberry item was in “processing “ for seven days before I contacted Mulberry by phone to find out the status . Mulberry website claims items are shipped within 24 hours if order placed Monday to Friday . Keep in mind , Nordstrom had told me a Mulberry bag was available on their site a few days before contacting me to say order couldn’t be fulfilled . I then contacted Mulberry on a Saturday following Nordstroms cancellation and put an order in with Mulberry for a different bag that stated available . Customer Service Representative at Mulberry was extremely cordial ,kind and understanding but sadly , Mulberry must be too global now . They cannot back up what they advertise nor realistically manage customer demand globally. I did receive credit for the cleaning gel that arrived speedily as promised from the New York Store ahead of the bag mbut sadly I don’t have need of it -I don’t own a mulberry bag ! I’m disappointed . I’ll try again sometime -perhaps calling the New York Store before ordering if a style comes back in stock once we get past the new year and the holidays maybe even if it goes on sale . Then if I’m told at time of order that there is a delay in locating one “give us two business days to find out” , I may be willing to wait . It’s just not the experience I’m used to having when I am paying for a premium product. Perhaps the third attempt will be the charm for me . In the meantime , I’ll purchase a Coach Bag .
I recently went into the Regent Street store. The experience was amazing. The staff were so helpful and friendly, made it so comfortable to purchase a bag I have always wanted and now finally have.If I had the money again I would definitely go back to purchase more items from this very amazing and stylish store. Amazing mulberry
I have ordered a few items from them all in january 2024, had to return a few which you get no updates about, whether it has been received by them it if the refund is being processed, nothing! but my latest buy is still available on the website i had paid for it on the 18th jan and after numerous calls asking its whereabouts, speaking to multiple staff on the phone i have gotten nowhere. They haven't sent my item and keep telling me they will contact the warehouse. I have emailed several times and not one single response back!! their customer service is appalling! I am still waiting for an update on my bag and some communication from them. I need the bag for Tuesday next week and i doubt it will turn up. Customer contact centre is a complete shamble.
Hello,The review is about Mulberry Customer service. Through their website and on hold voice messages they talk about their amazing service. It’s just not the case.On Tuesday I bought a bag online that was on sale. Great I thought. 10 mins later receive email, item is out of stock and now not available. In todays day and age that’s not good. Gutted. I checked again, 10 mins later item showing available once more. I called Mulberry, quoting my original order no. I was told item is out of stock. I explained showing in stock. But was told computer says no. And that there was no stock in the warehouse.I was told that I would have to try one of the outlet stores, but the price may vary. I really was expecting Mulberry to help a little more. It was up to me to source stock. 20 mins later stock was still showing so I ordered again and this time no cancellation email. I continued to check through the rest of the day and stock was showing. I believe because I bought a sale item at a good price, no one really cared. It was my perseverance that allowed me to buy the bag not service that I received from Mulberry. When a Global company has only 2 stars on trust pilot they’re something seriously wrong. I think bargain hunting general public clearly are not held in the same regard as perhaps some of their other customers. A very poor and frustrating experience.
Love shopping at Mulberry. I’d like to mention the fantastic service at Bath store (they even gave my bag a clean while I shopped). Always lovely staff very friendly and ready to help. I’d also like to mention the lovely Devon who works at the Mulberry concession in John Lewis in Cribbs Causeway, again very friendly and helpful. I also love to have a trip out to the Shepton factory shop where again the store gives fabulous service.
I ordered two bags, and received only one. Both bags have been payed.I contacted the customer service three times. Two times directly, and one time via PayPal. No reaction. I will hand over this matter to my lawyer.I had a bad feeling ordering in a non-EU country for such a high price, and regret it so much. Will never do that again. Very disappointing...
I purchased a card holder, The online images shown the mulberry tree imprinted on the item. I contacted Mulberry that came back to me to say that this was a mistake and the item doesn’t have this imprinted as another item they have in a store doesn’t have it imprinted either.This is clearly a case of they should have it imprinted but due to a manufacturing issue it hasn’t been. I’ve since emailed Mulberry again to ask a question and I’ve been ignored twice since I asked for a good will payment in a refund or I may return the item.This is really poor and to just be ignored when your company has made a mistake is wrong. This is clearly miss selling. Please could I get a response from you or I will seek to do a charge back.
Tried ordering a bag online, but the site wasn’t working for some reason. Tried calling the store which was out, so I emailed customer service. She replied that there was one bag left and that I should order it online and logged off for the day - which I had just told her was not possible. I tried anyway, in different devices, but no success. The next day I receive a new email at midday telling me to call in to order it. So I do, and guess what, the bag was sold out. Which means after phone calls, numerous emails and an expensive international call, the only thing I get is an I’m sorry. What a huge waste of my time! They didn’t even try to correct the situation by offering me another colour or a different bag. After buying many mulberry products, I’m definitely not buying anything else if this is what their customer service is like. Extremely disappointing!Edit: I see I was not clear. I reached out to customer service to buy it, she replies that they have one, but doesn’t actually help me buy it, but refers me back to the online site that wasn’t working for me - which then made the bag sell out.
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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.
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