Review Time
I've been trying to contact Mulberry for over a week now, I just keep receiving auto emails with a reference number. I've been a Mulberry customer for years and always received a exceptional outstanding quality service, what has happened??? This is very poor and concerning.
Disgusting customer service - I have sent multiple emails about a faulty wallet and zipper . The zipper has turned green like the brass has oxidised . No reply after sending 4 enquiries. Can’t get through on the phone . Report made within 12 months warranty date in January still no reply !!! Will be out of warranty by time anyone gets back to me . Trading standards complaint now going in
Scammer at its best, Do not order online from them. I’ve never written a review on here before, but like any other mulberry customers, it seems to be the only way to contact the company. I purchased the scarf on the sale on the 5thof January, the money was taken, on my mulberry account the status appears to be shipped, but when you click on the tracking, the page came up with the ERROR message. Now I ended up paid for the good I have never received. Tried calling their customer care number and email, there’s never be a response from them. I also tried to contact them to book the return appointment for one of the item I purchased on the sale. no response. Now I am stuck with the good I don't want, and Paid for good I never received. I have no word to describe how awful their customers service is. Like others, this is my hard earned saving, and it is robbed by the so called’ luxury brand’. I am not sure they should still call themselves that. From my experience, they seem be a thief in disguise. Utterly disappointed. So warning anyone thinking about buying goods from this company, please think again.
Ive never written a review on here, but since I've been experiencing the worst customer service of any purchase in my life, I feel the need to. I ordered an item two weeks ago which took over 10 days to arrive. When it arrived it was not the item I ordered and is completely different. I have tried contacting them repeatedly since I received the incorrect item. Now the item I did want is no longer listed anywhere on the website as if it never existed and I have an item that I did not order and do not want. What has happened here? No one is replying and I have no idea what to do now.. really poor experience from a well known brand.
I've been trying to return an online purchase (small purse on a lanyard) since 5 January. All other companies selling online automatically provide returns labels but you have to ask for one from Mulberry; only they never reply to emails and their phone line is not available either. I guess this is a ploy so we have to keep the unwanted items. To Mulberry, if you are reading this review, please let me know which central London store I can take the return to, to get a refund. Or tell me the returns address, so I can post the item back.
Why is one star the lowest option? Should be zero stars.Ordered a bag for my wife for Christmas, need to return it. Free extended returns - great. Didn't realise that the extension would be due to the total lack of response. Generated a return, supposed to be emailed a booking to collect - it's been over a week. No booking, no response to emails, phone lines down. Never again.
Am still awaiting any response about a bag ordered on 28th December. Money has been taken but no correspondence and no way to get hold of anyone to find out what is happening! Really disappointed with a company that is supposed to be a luxury brand!
TRUSTPILOT seems to be the only option for contacting Mulberry. I ordered a bag in the sale on 30 January but it arrived with a fault. Since 5 January I have tried daily to reach their Customer Service to make an exchange but there has been no reply. Today their website and phone line have messages that their phone service is not working. The live chat option has been removed. I see that Mulberry responds to complaints HERE but not on their own website...
Would give 0 star if I could. The worst customer service experience I’ve ever encountered. No acknowledgement of my return. Thankfully I paid with PayPal and THEY refunded me as I had proof of returning via DPD and proof it was received. I will NEVER order from them again. They have done nothing for me as a company - customer service WHAT A JOKE !!!!!
I can only echo the negative experiences I’ve seen on here, and share that this has been without doubt the absolute worst customer service I have ever experienced.Absolutely ZERO customer support at every step of my purchase, the website has such incredibly poor functionality that I somehow ordered the same item twice without it letting me know until I noticed my bank had been charged twice. The returns process has been agonising, up to now I am yet to receive ANY correspondence regarding my return or when I would expect to get a refund, and it’s been over three weeks (Jan 9th - Feb 8th). I have had to instigate the assistance of my bank in retrieving my money, hopefully Monzo will be more helpful that Mulberry.It’s staggering to me that a luxury brand of international repute could have customer “service” quite as appalling as what I have experienced with Mulberry, I’m sure it won’t mean a thing to them but I will adamantly say: I will NEVER shop from them ever again, and if you’re reading this to consider a purchase from Mulberry I implore you to think twice. If you really want a particular Mulberry product I suggest you buy from a concession in a department store, avoid buying direct from the website at all costs.
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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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