Review Time
I started the returns process with mulberry on the 28th December, I had a DPD collection booked for the following week which failed to arrive. Since then I have sent 9 direct emails, sent a message through the customer service form on the website and called the customer service phone number every week which is currently not in service, I even called one of the stores to try and get help! I added a review on the website to try and get some attention but all has been ignored! On the 13th January I had an email to rebook the collection which I immediately responded to and have had no contact since.As of this review I have been waiting 50 days to get a refund for a product that mulberry have failed to collect.I have also been reading these reviews and seeing that mulberry’s response is largely generic which is completely unacceptable when your breaching customers rights to returning and refunding unwanted goods.17/02/23 UPDATE! After receiving a reply from Mulberry with a contact number I called the number which went through to an answering service which cuts you off before you can leave a message but puts you through to a customer service survey, this gave me an opportunity to leave a message which I did to inform Mulberry that I will be seeking legal advice if I am not contacted by Monday.
I have no idea what’s going on with Mulberry online lately. Quality of products remains at a high standard expected of the price tag, but the customer service is just shocking. Massive delays and disjointed shipping. I would not buy online again. Go to a store, see the item in person before purchasing and deal with a sales assistant face to face. It’s not worth the risk otherwise.
I purchased a bag 16/01/23 to be delivered to my home address. To date I have not received and on the tracking it shows that it was left in my neighbours unlocked open porch, my neighbours were not in. I did not request for my bag to be left in an unsafe place however mulberry claims that it’s t&c state that they can leave my bag wherever they or DPD see fit so have refused a refund. Do not buy anything from this company as according to them you accept this condition. For a company claiming to be a luxurious brand the customer service is appalling. I would not be surprised if they are going into administration due to the staffing issues, telephone line down and refusal to refund. Buyers beware. Avoid at all costs. I have escalated and will now need to contact my credit card to request a chargeback,
I placed an order and received it within a few days - amazing. I have since tried to return an item from this order via DPD collection. I asked for it to be picked up on a certain day, I receive the 1 hr arrival slot and waited but they never arrived. I have tried to get back in touch with Mulberry but as others have said my emails have been ignored and the phone lines are closed. I have NEVER experienced this before and I have been buying Mulberry items for the past 20 years! What is going on? I just want the box collected and my item refunded. Please help! Order number: W53738958Update: I contacted Mulberry through Twitter and they responded within a few hours and have now sent me a DPD label so I can return the item myself (my choice) so I’m happy. Now to get the refund!!
I had trouble getting hold of Mulberry in regards to returned item and was concerned. I returned a bag via DPD who stated they had not collect my item. I luckily had photos of the him collecting the bag. DPD would not entertain the complaint. It has to come from mulberry. I contacted mulberry via email and phone messages left but no response. However, after contacting them through Facebook messenger I had a prompt response. The issue was sorted in one day and the money back in my account. I wish it had of been easier to contact mulberry but I am pleased to say it was resolved and those I had contact with could not be more helpful. Thank you for sorting my refund.
I just wish I had looked on this website before making a purchase from this company because I am having a nightmare obtaining a refund like so many others. They are very quick to take your money but try and get it back from them!Started the refund process on 5 January 2023 and still no sign of the return of the monies on 1 February 2023 despite them confirming they received the goods back on 20 January 2023. The delay between 5 January and 20 January being totally due to the lack of response from Mulberry. I have never experienced such poor customer care and they position themselves as a premium brand. I can only think they are going bust.Avoid.
I am absolutely shocked by my shopping experience on this site. Purchased a wallet last week and still haven't heard from them! I wanted to cancel the order as it was a mistake, so I sent countless messages to customer service but still no answer. For the price of these goods, the shopping experience shouldn't be as bad. AVOID AT ALL COSTS!
I returned a handbag with the shop directly on the 14th of January. I was told the refund would take from 3 to 5 working days. I received a refund on 31/01. Will not shop with the again, appalling experience from "exclusive" brand. Their customer service phone number does not work.
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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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