Review Time
I have tried to call Mulberry customer service several times about a fault on my purse got no answer so have sent an email. Guess what -silence. It is true that you only find out how good a company is when something goes wrong and you need help and it is obvious that Mulberry is utterly useless. I will have to try and get my purse fixed at Timpsons but it is appalling that a company that sells their products at such a high price has no after sales or customer care service. I will certainly not purchase anything else from them and would recommend others do the same.
Emailed customer service re a needed repair for a bag that’s not listed I. Their website, not heard a word back not even a holding email, pretty disappointed, to say the least. I mean how can any company deliver this terrible service. I was due to buy another bag but will take my business elsewhere !!
Bought a Day Clipper bag, after light use maybe 10 trips in 4 month the zipper broke, handed it in for a repair at the shop (Copenhagen Airport shop) now after 8 weeks still no idea when I will se the bag again (The shop said it could be all the way up to 9 month) Needles to say that this will be the last Mulberry bag I will ever buy, and goes without saying that people who ask my opinion will be guided to other brands and products - Painful as i love the style and heritage of Mulberry - but this is just not acceptable!
Two Mulberry messenger bags with two different faults. Both faults I strongly believe were manufacturing faults. Mulberry charged heavily for both and made no attempt to ‘present’ the bags on their return. I complained by email about the pricing of the repairs and the state of the returned bags. I received a long standard response from Emily in “Customer Care” on Mulberry’s policy’s etc… Emily had no actual idea what my bags looked like, their faults or even bothered to look into it although she would pass on my feedback. There was no breakdown of repair costs, just a paragraph on high costs because of the skill set of the repair department. Her response for the terrible look of the bag, was that tidying up the bag might compromise my wishes for a vintage look. My bags aren't vintage and I was never, ever asked for my wishes although I do know that I would have liked to have been asked and I would definitely have liked my bag to look a lot better than it did. I believe Mulberry abuse their position on repairs. I pointed out the bags faults in store. I insisted they were manufacturing faults to store staff and was told they had to be sent away for assessment. There is a 12 months guarantee, no ifs, no buts, even if the bags are barely used. Some time later I was informed by email that the “Lifetime Service Centre” decided that my bags faults weren’t Mulberry faults - no explanation, no chance to challenge. Take it or leave it. I could pay up or I could lose the use of two expensive bags. Not much of a choice if you ask me so I had to go ahead with the repairs. To then receive a bag back in poor condition, was heart wrenching. So I am now left with poor customer service, and Emily’s patronising final words - she’s hoping that I love and use my bags for years to come! Well Emily I sadly haven’t felt up to using any of my Mulberry bags since my experience…. I just feel miserable, ripped off and probably won’t walk into a Mulberry store again in my life.UPDATE/RESPONSE My bag wasn't within the 12 month period. It was just barely used. Again, no one has read my complaint, nor looked into my case, just offered a standard reply. My fifteen year old cross body Hermes bag has recently been repaired in Italy. The catch failed and apparently it shouldn’t have, it should have lasted a lifetime! It was returned at no cost to me. It also came back with a new dust bag beautifully presented. Goodbye Mulberry.
Customer Service is a nightmare I've ordered a bag and have been trying to return it for more than two weeks now. They are not able to send me a simple return label. I'm speechless and completely stunned how this can be in 2025. I have a feeling it is a cash management tactic, the sooner they give me the label and I return the bag, the sooner they have to refund my payment. It is borderline unethical to hold back a return for so long... Sad for this esteemed label...
I love Mulberry bags; the quality is amazing. Yes, their customer service needs improving. But what I hate is their super woke (weird) website and gender-neutral models. Nothing on their website is representative of their core customer base. The aspirational image has gone. What has happened to tradition and heritage? No wonder the brand is failing. You've lost sight of your core audience. Go woke. Go broke. Sorry Mulberry, but it's a No from me (and I've got a wardrobe full of your bags). I won't be returning until you change your image. I don't want to be associated with this weird stuff.
I too am dealing with the worst customer service company I've ever had to deal with. My husband treated me to the bag I'd always wanted for my 40th birthday back in April 2022. Within a month, the stitching had all come undone, so I had to go back into House of Fraser in Bluewater which is where he purchased it. They didn't have another one in store, so I gave them my email address for them to advise me when it was in. It arrived at the end of June and when I arrived, it had the same stitching issue so was no good. The lady in the shop was very helpful and called John Lewis in Bluewater to see if they had one. They did, so she ran along to collect it and yet again it had the same issue, so is clearly a big manufacturing fault. I was then told that I'd have to select another bag which I wasn't happy about, but proceeded to select my replacement. I only use my bag on special occasions and recently spotted stitching issues on the D bars and the zip so clearly it's a big issue for them! I've reached out to their customer service team who are so unhelpful it's actually blowing my mind! I've sent them pictures, copies of my receipts, the exchange receipt and the actual bag and they're telling my it'll cost £150 to repair as it's out of warranty. I'm utterly appalled by the service for what is meant to be a high quality bag company and I'd never purchase anything from them again! The damage to the bag is clearly a manufacturing fault, yet they want to charge me as I've had the bag too long, despite knowing that this is actually bag number 4 and a different style as the previous ones were all faulty too. Absolutely shocking service and clearly I'm not the only one who thinks so! Simply awful!
I bought an Anthony bag less than 3 years ago (£675) and it has developed several problems, the most serious of which is the leather on the flap has delaminated from the suede backing and distorted, so it looks like a couple of big blisters on the bag flap. I returned it to Mulberry who wanted £600 to repair, no acknowledgment or allowance that this was a relatively new bag. Alternatively they could offer me 1/3 of the purchase price against a new bag - so several hundred pounds of outlay to put myself back in the position I should be if the bag proved at all durable. I have a Bayswater which must be around 15 years old, was in daily use until I retired, and still looks great. There’s no doubt Mulberry quality is not what it was - I note much of the manufacture is now overseas, so either the process or the materials (or both) are not what would be expected of a luxury brand. So if you have an older Mulberry bag, cherish it, use it - but do not be tempted to buy a new one.Update - Just to clarify following Mulberry’s reply, the bag has already been to Somerset for assessment.
I am currently in the process of having a bad Customer Service experience with Mulberry. Having been a Mulberry customer since I was gifted one approximately 35 years ago I have bought many handbags, purses and scarves both direct from Mulberry and also from outlets such as Selfridges and John Lewis. My experience with Mulberry has, in the main, been good. However, I purchased a purse from an online outlet recently for a gift. Everything looked in order when it was delivered and I kept it ready for the recipients birthday. I was then told by the recipient that the zip pull was missing. My experience with Mulberry’s Customer Service started off ok and my online contact was very good and helpful. However, since my item has moved to the Lifetime Repair team, it appears to be going nowhere very fast and my experience is very much like all the bad reviews. I was unable to get through on the phone and have resorted to emails. I have had to give proof of where I purchased the purse. They said if I couldn’t find the receipt, a copy of my credit card statement or bank account would help and until they had that they couldn’t pass my purse for assessment. I agree with everyone else who is currently stuck in the customer complaints loop, for a company such as Mulberry to offer such bad customer care is unacceptable. After this experience I won’t be buying anything else from Mulberry and or any outlet with Mulberry on it, ever again. It’s been a very disappointing experience and my item has been with them now for approximately 7 weeks with seemingly no quick resolution. I thought mine was a simple query, can it be repaired and what if anything can they do to help. I have since had to prove where and when I purchased it and supply photographs, all of which has been time consuming, not to mention the fact that I am starting to feel like someone who may have purchased a copy. I thought that the identification disc in each Mulberry bag/purse authenticated it and they could track who sold it? Anyway, Mulberry have been given all the information they requested, but it all seems a bit much for a pull that should have been there in the first place. Sadly, I have to agree that things have definitely gone downhill with Mulberry both in terms of service and their support of customers along with the quality of the product. I too wish I had read the reviews before contacting Mulberry CS for help.
The Mulberry customer service is horrific. The bag I purchased is too small but when I tried to contact Customer Service, the phones are never answered, messages are never returned, emails are unanswered and you are stuck with an expensive handbag that they make it impossible to return. Whenever you need their permission to return an item that alone is a red flag!
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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.
