Review Time
Mulberry the worst customer service I have ever experienced, order placed 4th Jan, money taken, still no bag. I now want a refund absolutely no way of contacting you, day light robbery!!! Please can someone tell me how I can get MY money back??
For a luxury brand the level of customer service has been zero. I purchased two bags which I’ve been trying to return for two weeks. I have followed the online instructions and got an RO returns code but have to wait for customer service to process the QR code or Returns Label. I have tried to call and the phone lines are down, they are not responding to emails. The response is they are inundated! Is this not a global brand? I am not impressed and very disappointed, having worked in customer services for over 30 years. Mullbery you need to improve and communicate with your customers!
Ordered a bag on the 29th Dec over the phone , spoke to someone who said the bag would be available to collect from the Manchester store in 1-3 days , that never happened, still no bag , no communication whatsoever from them , can’t even ring , emailed 7 days ago still no response, worried they have gone bust 😖
Usually I love Mulberry and have purchased many things from them.I recently on 29th Dec bought a bag online in the sale directly from their website order number 00989216 and have not received it. I wrote to them via email as phone line was down on 8th Jan and it stated that I was to wait 6-8 working days for delivery and 6 days for a response still no response. It's now 16th Jan and phone lines are still down. No email reply and still no bag. All very disappointing as other purchases made after this one have gone through. My assumption is that they didn't have enough in stock as its no longer on the website but either way I'm out of pocket with no bag so will now have to go through other channels.Updating this review as Mulberry have since been in touch. The bag was out of stock and the sale amount had not been updated so they located one in store and posted it up. I've removed a star as the tech side of things seems to be poor and the telephone number still doesn't work. However this was much more like the service I have been used to.
I made an order on the 28th Dec 2022, and my order still hasn't arrived. Mulberry's phone line is down and has been for several weeks, I have sent an email where they stated 5-8 days, yet two weeks later still no reply. How do I even cancel and just get a refund if nothing is working?
I have been scammed by mulberry😳Never thought I’d manage to be scammed by a luxury brand! What an honour! I have ordered a scarf two weeks ago which was supposed to arrive in 2 days, it never did but they took the money from my account and never replied to my enquiries. I tried email, phone, live chat and customer feedback form but absolute silence! Now just looking for a way to get my money back probably through suing them or something. Honestly, this is the utmost disappointment t
Bought 3 bags in the sale. None were amazing so returned over a weeks ago. No refund received, no way to get hold of customer services by phone or email, Awful awful experience, no idea whether I'll ever see my money again.UPDATE: Despite the response below - still no update from customer services and no refund. It's now been month. Feel very angry and helpless.
My below review has just been published, so I've counted 23 other customers only since my purchase 18 days ago, who've had to resort to the extreme of writing on Trustpilot, as like me, they've exhausted all other possible routes. This is unacceptable and very shameful. I'm sorry to say that I don't think Mulberry really care, otherwise despite huge workloads, they wouldn't treat their clients so disrespectfully. I might go to a store to confront a manager to act on my behalf, as I don't know what else to do.I spent £390 on a handbag for my 30th Anniversary gift and 18 days later haven't received it. The Manchester Exchange store tried to help to no avail, so I contacted their Customer Service who have done nothing to help so far and don't even reply to emails. I own about 12 Mulberry bags, suitcases, purses, etc but this has been the worst experience over 15 years. Hugely disappointed.
Liars, Scammers and Thieves!Ordered a bag for my birthday in the sale, wasn’t delivered when it should have been. Went to collect it days later from the drop off point when it said it was finally delivered, it said I had a week to collect, I went within a couple of days and Mulberry had recalled the parcel already so it wasn’t there for collection. Ruined birthday with no gift and now cannot get hold of anyone to get the parcel redirected to me or get my money back (which they took instantly!). Have phoned every day but they don’t answer, they have put a fake auto message saying phone lines are down, this is a lie, if it was down how did they update the message because when I first started calling it was a totally different message that stated office hours. I’ve sent multiple emails to which I’ve had no response, am now sending them daily as they just aren’t replying. They have also taken down the live chat so there is actually no way of contacting anyone. If they think I’m going away they can think again. I’m not walking away from a substantial amount of money. Given they are meant to be a luxury high end brand, for the average person the prices aren’t cheap they have zero customer service. I’ve never had such a terrible experience with what is meant to be a reputable English brand. Thanks for ruining my birthday Mulberry, I hope you are pleased with yourselves.
Ordered and paid for a scarf in the online Boxing Day sale. Hadn’t heard anything for a few days so tried to track the order via my account. However, when I clicked on the tracking it bought up a ‘404 error’ message, so I contacted Mulberry customer service via email. They then informed me that they couldn’t fulfil the order due to a lack of stock. Didn’t they know this when I placed and paid for the order?! I also asked about a tartan Antony bag, which had also gone in the sale. The customer service agent said it had sold out everywhere. I said I was aware that the Bond St store had one, as I know somebody who had looked at it. The agent came back and said yes, they did have it in store and that somebody would be calling me about it. Nothing. I chased and the agent said that a manager would be calling me and that it was deemed a ‘priority’ for the store. Suffice to say, a week later, I’ve heard diddly squat from the Bond St store and they aren’t picking up the phone when I’ve tried to call them. Really disappointing customer service all-round and not what I’d expect from a so-called luxury brand. Makes me question whether I would choose to shop there again.
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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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