Review Time
We went back to the store at Covent garden to see Simona Gallo and this time, her service went extra miles. Four of us getting 4 glasses of bubbles as welcome back. No doubts if we go to Covent Garden again, we will pop in for the next item. Xx So impressed till I asked her name to write the feedback in return for her wonderful caring. From Manchester.
Bought a very expensive work bag 3 years ago. After only 18 months one of the main zippers fall apart. Sent for repay - back 5 months later. Delay in repair allegedly due to Corona. 12 months later - both zippers fall apart. The one can be repaired under warranty - the other I have to pay for. Okay then! Here 4 months later, the bag is still not back from repairs. Maybe they still have corona? Anyway - price / quality / service totally out of sync here. Buy somewhere else.
The customer service is shocking , I placed an order before 2pm Friday and still haven’t had a dispatch email . I spoke to live chat who said they would put order on express shipping as I need for my holiday on Wednesday, and she would get back to me but haven’t heard anything since , I’ve called and emailed and no reply . Considering this is a high end company i find the lack of customer service and speed of postage is crazy . I will probably have to return items as won’t be here in time . On page says offer next day service but no where to be seen check out
Visited the York store a couple of weekends ago, I popped in on a whim to buy some trainers, the young assistant was very nice but out of nowhere a big woman like mrs Trunchball appeared out of nowhere looking at me like I was something she had trod on and when I was trying the trainers on she was barking you need a sock, I just thanks but I have my own on, she proceeded to stare at me… got her eye wiped when I literally tried one on and said to the young girl serving me yeah I’ll take them hope she got commission on them £350.00 trainers.
After receiving an on line order from mulberry ( despatched from Regent Street ) when opened, the bag was in a tragic state. Scratched down to the base metal on the handle and no protective plastic on lock. Unbelievable condition, so much so photos were taken to record the terrible quality. It was immediately returned and thankfully our money returned. Customer services, well, good luck on that one. I decided to go to the Mulberry stand situated in John Lewis Nottingham. They ordered me in a bag, it was checked and in perfect condition. The staff in the store are outstanding. Customer focused, pleasant and made the experience of buying a luxury product an absolute joy.Mulberry, John Lewis Nottingham. I’ll be shopping there again.
The lock on my 10 yr old Bayswater handbag broke. I contacted the Bond St store who logged my repair. I took the bag into the store as there were GPO strikes at that time.They did tell me that it may be 14-16 weeks for the repair. I took a photo of the repair form but an email of the form & confirmation of the repair was sent to me within 24hrs.After only 3 weeks, the store emailed me to tell me my bag was repaired. The store arranged DPD to deliver the bag & it arrived within 48hrs.Throughout the process, communication with Selma at the store & the repair centre in Somerset was excellent. I am very pleased to have my bag back, with a new shiny lock. It has also been conditioned & polished so looks like a brand new bag.
Sent in for simple repair. Heard nothing after weeks, not even an acknowledgment of receiving bag! Phone and get through to some useless individual by the name of Izzy. Courtney slightly better. 3rd phone call off the day and get through to Aaron who is much better. Say they’ve sent emails, but they don’t come through. Then turns out they have issues with their emails.Absolutely awful service for what I consider a luxury brand! Would not recommend. Wouldn’t buy again! It’s gone back for repair due to poor craftsmanship - their customer service is even poorer!Dreadful!
I bought a pre-loved bag in January 2023 (my third purchase from Mulberry), on getting it home, I found it was extremely dirty - disgusting in fact. There was hair (animal, I think), dust, particles and caked on dirt in the lining of the main compartment. The dirt may well have been, from the colour/ smell, something like excrement/vomit (no joke...) Across the other compartments, there was hair, particles, dust. I have photos to back up everything I'm saying here. I cleaned the main compartment in my shock as there was already dirt on my bed, bathroom floor etc. I contacted Mulberry by email, waited a few days (no response), chased via Facebook and when they eventually got in touch, the Customer Service team were very professional and organised to send the bag to the Lifetime team for assessment. As if this wasn't bad enough - the bag was sent back to me with no perceivable improvements in the cleaning despite Mulberry stating they had cleaned it. The main compartment looked just like it did after I cleaned it (that might be deemed fair enough, it's crumpled - thought they'd have looked at that, but I cleaned it quite thoroughly). The other 2 compartments still contain hair, dust and visible particles. In other words - there is no evidence Mulberry did anything at all! I was given a voucher, which is kind, but the value of the voucher when considered against Mulberry's pricing point isn't something that wowed me, if I'm honest. What I really wanted, was for the bag to be cleaned. Having been unable to use the bag weeks after I bought it, my reasonable expectation was that the bag would have been spick-and-span. ** I am now convinced that there is no quality control taking place. How was this bag sold to me in the first place? How did the team do such a poor job when it was returned? Why did it take 10 days to assess and return a still dirty bag to me?**Also, I raised the issue with the bag by email (no way to phone Mulberry!) the very day I bought the bag. It took quite some time and chasing to get a response and by the time the matter was "resolved", the 30 days to get a refund had passed. That's on Mulberry for the delay in its processes and whilst I was told I could email ahead to request a refund, I don't see why I would need to do that. The delay was not on my side! So there are multiple layers of issues with my experience.Very poor, Mulberry, not a luxury experience at all. I am writing this with regret, I gave Mulberry plenty of time and opportunity to make the situation right, but despite the customer service team being really nice, I have still paid a lot of money for a very dirty bag.
I am from Norway and purchased a Bayswater tote from Mulberry online because we didn´t have the color I wanted in Norway. The bag arrived in my mailbox wrapped only in a taped paper bag from the store, pluss the delivery paper bag on the outside. Essentially the bag was unprotected from whatever happened on the journey from England to Norway. I have purchased bags and shoes before (not from mulberry) and they always came in a box or other types of protection. The bag was in ok condition, except being flattened. Would not shop online at mulberry again, weird experience.
I bought a phone case from mulberry luckily on sale for £60 but originally £115… it is awful quality. Within the first month of my purchase the material on the phone case has ripped off and worn away. Considering the price you’d expect much better! Would not recommend at all.
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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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