Review Time
Unfortunately, the customer service isn't their strength. I sent a few emails weeks ago, still waiting for a reply. It's like no one is actually reading it.I am also questioning the fact that none of their products has an option to leave the review. It would be helpful to read peoples' opinion about the product, before I buy it.
As a loyal customer, I have always found shopping online at Mulberry.com to be an amazing experience. And Christmas shopping this year was no exception! Decided to order a Mulberry handbag at the last minute on December 22nd, amazing service as my parcel arrived on the 23rd! I am so impressed at the efficiency and helpfulness by staff over the Christmas shopping period.
I was thrilled to be given a Mini Alexa for my birthday and because I wanted to make sure I keep it in good condition I visited the Mulberry concession in John Lewis Brent Cross to ask for advice. I want to say how helpful and pleasant the staff there are, particularly Ruth, who gave me advice on cleaning, waterproofing and even how long the cross body strap should be.
Mulberry bags are quality. I bought the congo purse for myself, my sister and my mum.It was a good service then and today after I spoke Mariana from the Operations team at Regents Street I confirmed that nothing has changed.She was courteous and eager to help.Within minutes she was able to provide me with all the information that I needed.I will buy another bag from Mulberry
If I could leave zero I would! There are much better brands with far better customer experience. Don’t waste your money. Absolutely horrendous service!! They sent me a used/display bag with no box and spoilt tatty dust bag. I’ve seen other reviews exactly like it so a common occurrence. They then tried to offer a miserly 10% discount and offered to repair what is supposed to be a new bag which can take up to 14 weeks!!! Absolutely shocking! What a shambles of a service and Laura who is supposedly a manager handled the process extremely poorly and did not care that the complaint may go to the ombudsman. It seemed like she was encouraging it! They refused to pay out £46 more than what they were offering as a further reduction for the extremely poor service experiences and their poor handling even though I’ve spent thousands on their bags! Clearly not doing well overall if they’d rather lose a customer over £46!! Asking me to provide photos but backtracking and making a decision without photos provided!
Poor customer services. Phoned Mulberry customer services 2 days ago as my newly purchased purse zip was faulty and the packaging was damaged. Lady I spoke too was obviously in a hurry and told me she would send me a link email to upload some photos of the damage so I could get an exchange. I cannot access my account to get a returns number as I recently changed my email address so I asked about this as well. So far still waiting. Next time will order from another retailer with better customer serviceConsidering Mulberry is a luxury company their customer service doesn't reflect this !
My husband bought me a beautiful mulberry bag for my birthday. Unfortunately the stitching that secured the handle started to come loose in 3/4 places after 1 month of regular use. The retailer he bought from refused to do anything meaningful to help, so to gain some understanding of what we could do, took the bag into the Mulberry store in St Christopher’s place, and then team couldn’t do more to help. They immediately confirmed that the stitching was faulty and exchanged it for an ex-display piece in perfect condition. The service was exceptional right down to offering me a drink while I waited. What went from a very negative start was 100% turned around by this experience. Thank you!
Purchased a very expensive Bayswater handbag was due to be delivered by DPD. Unfortunately your courier was unable to locate a 250 year old cottage. I didn’t get a good experience on my first call to customer services. I am absolutely shocked. End result, you lost a sale, I get my money back ….eventually. Would I use or recommend Mulberry NEVER
My husband bought me an Anthony bag and after minimal use the brass finish on the Mulberry plaque has worn off making it look like a cheap market fake. I contacted customer service and was told that tarnishing is normal ( it is not tarnishing the finish has worn off) and to take it in to a Mulberry store to obtain a quote for a repair. I am disgusted that customer service are proposing that I pay for a repair on a faulty item. Definitely not a luxury brand, just a rip off.After leaving this review customer services contacted me with an incredibly patronising email saying they would replace the plaque for £80. I really can’t believe they have the nerve and if I could leave less than 1 star I would.
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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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