Review Time
Over the past few weeks i have purchased 3 bags on different occasions. All have arrived well packaged, in expected condition and in timely manner. Such a shame to read all these negative comments with regards to Mulberry customer services. I hope it improves again soon!
Pretty much the same awful experience as everyone else and if I could score no stars I would.Shocking experience since I ordered on 26 December and here we are over a month later and I am still waiting on a refund to the tune of nearly £2k.Delivery was delayed beyond expected date and couldn't get hold of anyone to find out what was happening.Tried to organise a return, no response to emails, phone lines "currently down" Eventually had a link sent to book a return via DPD after about 2 weeks and even that didn't go as it should. No confirmation of expected collection date and no ability to track the items.My order was eventually collected by DPD 10 days ago and it is still showing as awaiting a label; I have no idea where it currently is. Impossible to speak to anyone by any means of communication.Truly shocking for what was once a reputable high end retailer.And don't even get me started on "sorry we are dealing with unprecedented demand due to our winter sale" ..... more than happy to take thousands of pounds of customers money, not so quick to resolve issues or return it though.Update - finally I have had a response and my refund on 03/02 so I've given them an extra star. Fortunately I don't buy many bags so by the time I'm ready for my next purchase hopefully things will have improved!!
Sent a bag back via DPD on the 19th Jan and from DPD tracking I can see that it was received by Mulberry on the 23rd Jan signed for by Emily. I have had no email to let me know that Mulberry have received my return, no reply to my emails and I can't get through by phone as they say they've been having issues with their telecoms provider since the 9th Jan. What large luxury brand company would allow their telecoms to be not working for all this time? Absolutely unbelievable!!! FIX your phones Mulberry and start communicating with your customers. Better still, start processing refunds!Update 02/02/23 - I have now been contacted by Mulberry and they are processing my refund will update this review when I actually get the refund.Update 13/02/23 - I now have my refund
Yes I am having the same difficulty. I can't get them by phone or email no customer service whatsoever. I concur with other reviews the worst company I have ever dealt with and for a luxury brand. There is a label in the box which clearly means they want me to pay to return it which I will have to do as I can't get hold of them BUT I have not got an RMA from them so they had better refund me anyway. Beware it is impossible to contact them., NOW EDITING I got in touch with one of their shops and told them the problem and she must have got through to HQ as the next time I tried the returns portal on their web site I did get a return label with RMA so the parcel has actually gone. BEWARE their returns are only 14 days for sale items and not 28 days as per norm. NOW am waiting for a refund which as yet not been forthcoming. If they stipulate 14 day returns I expect an immediate refund - how long will it take?
I booked a virtual appointment with one of the outlet stores to purchase a bag, I was originally told that this would cost £125, the next day when I had asked for the payment link to be sent to me the bag was now £295. Apparently nothing could be done to honour the lower price that I was originally told. Having consulted Citizens Advice Bureau on this occasion I was informed that Mulberry had breached the Pricing Marking Order 2004 and the The Consumer Protection Act 1987 which makes it an offence to indicate a price for goods or services which is lower than the one that actually applies. This means that I am well within my rights to report the company and the store to Trading Standards. Having been a Mulberry customer for quite some time, this situation coupled with a negative experience at the Covent Garden Store which I also reviewed on here means I won't ever consider a purchase from any stores ever again
Hi, I am also trying to get a return label from Mulberry. It is impossible to reach them by phone or email. On their home page says I can book a free collection from UPS, but the email confirmation I received was to pay by myself. This is the worst customer service I have experienced with a luxury brand.
I’ve been trying to return a bag for over a week. Could not work out the process online so tried to call but the phone lines are dead. Emailed but no response after a week. Sent a message on Insta and got a brief reply that they would look into it for me but have heard nothing since. No live chat option available either. I live miles away from any of their shops so my only option is trying to deal online. I am now out of the return window (although I wasn’t when I started trying to return) but I still want my money back after this fiasco!
Hi, I returned an item via Mulberry dpd service 7 days back and the dpd tracking service says the item was delivered to their office . However no refunds processed yet and when I go to my account to view the status of the refund it shows that the item is still not returned. No response to emails and no one answering their customer service phone line. I’m worried now that I have returned the item without a refund. No product or money now. Such an appalling service for a luxury brand like Mulberry. Will never use them again. I’m going to raise it with Citizens advice bureau and Action fraud as they are scamming people for large amounts. Avoid using them !!!
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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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