Review Time
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.
Went to buy a handbag as a birthday present from my sister. The team at Mulberry Covent Garden were incredible. They gave us drinks whilst we shopped and told us all about the history of the brand. They also gave us a bottle of champagne as it was for my birthday. I am so happy with the bag, it was everything I thought it would be. Highly recommend going in person. Thank you Covent Garden Team
I have purchased multiple leather items from Mulberry in the past. One of my most recent purchases was a bag around 8-9 months ago. The chain of the bag unexpectedly snapped and I contacted Mulberry customer services expecting the chain to be fixed or replaced. This was on 29th June 2023. Since that time, I have been sent two broken chains through the post, I've been offered differing ways of the issue to be resolved - one of which was to send the bag back, to have yet another chain sent out or to just be sent a replacement bag. I chose the first or the latter as I didn't want yet another broken chain. This was ignored and I was told yet ANOTHER chain will be sent and promised it would be resolved this week.I've not received the chain and the matter is still left unresolved, over 3months later.I'm beyond fed-up and as much as I love their designs, I will not be purchasing another Mulberry item and I certainly will not be recommending them.My hope is after this review, maybe, just maybe the matter will be resolved??
I went into Mulberry Glasgow with a problem with a bag my wife had purchased a few years ago. I was met with a friendly smile from a Mulberry associate named Rosalind. I showed her the issue with the bag and she told me not to worry as she would sort it out. She took my contact details and within 30 minutes she had the bag back in my hands as good as the day it was purchased. Top marks for professionalism and customer service. This person I hope is a valued member of staff at Mulberry. That is why it is a premium brand and long may it be so.
AMAZING - me and my family love mulberry, my mother collects and has lovely bags and so do I, for my 15th birthday I went down to Mulberry Shepton Mallet and purchased handbag. Lovely women there help a lot and really kind. My brother also whent to buy a wallet for uni and once the women realised the occasion gave us 2 bottles of amazing champagne - the lady helping me was Paula so grateful for her help and made both experiences memorable - thank you so much
My husband bought me a mulberry purse. Although I’ve had it a while I have hardly used it. I have had a number of purses and handbags from Mulberry. However this purse has leaked dark red dye onto the purse and now can’t be used. I contacted Mulberry via email who take some time to reply. I also attached a photograph. I told them I did not have the receipt( it was a present anyway, and who keeps receipts when you are satisfied with the product delivered). I explained that and told that I would need a credit card receipt! I had told them it was a present. The subtext is they don’t believe their customers. I have purchased 4 bags and 3 purses from Mulberry over the years but I will not be purchasing any more. Perhaps I should send photos of the products and they may believe me? Shameful for a so called high end company to behave in this way. I now have a very expensive purse which I will have to throw away. Interestingly, in the past I have dealt with so called ‘bargain end’ companies (eg. Lakeland Plastics) and others who have immediately responded with a replacement item and apology. I have written to the CEO for a response. We will see!
Absolutely shocking. Paid £12 for delivery today and the incompetent DPD driver said they attempted delivery and the picture is of an abandoned old pub. I paid for this as needed it today for a gift and you can’t even call customer services. A jokeWell no call from DPD as I was advised and still no bag at 8pm so will look a fool turning up at a friends birthday party minus the gift. Advised it will be delivered Sunday when I have already made plans.This is a joke and I will no longer purchase from this company.Today I have spoken with Mulberry directly and they have resolved the issue in a satisfactory manner.I hope going forward that things like this do not happen as not only is £12 delivery expensive, they did refund this, but it’s the hassle and frustration of having to make calls, send emails etc to rectify this.
I ordered a handbag online and received the wrong item. I contacted Mulberry via email and am still waiting days later for any response. I tried calling the phone number and the hours are very limited. I just want a response and the correct handbag I ordered (the one I was sent is half the price of what I paid) but the silence is telling me they do not care about customers and I just want a refund.Update: I called the customer care phone number and was able to talk to someone about returning the wrong product. I never received a response from the email address of customer care that's on the product receipt, they should remove if they will not respond to it.
I purchased a purse that broke after less than a month of using it. It took a month for customer services to arrange a return and refund. I have returned the item and they are now saying they cannot refund to my original payment method (PayPal) and requesting that I send them my bank details via email. I am not happy to do this. They have said they *might* be able to issue a gift certificate that I can use online.No offer of compensation for the inconvenience called and still no resolution of the issue.Rubbish service from a so-called 'luxury' brand.Once this is resolved I will not be buying anything from them again.*Edit: Mulberry resolved the issue today with a gift card and a goodwill gesture. The customer services team were brilliant throughout, especially Kobi, who deserves a special mention (and a bonus!). Thanks Kobi!
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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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