Review Time
I bought my partner a Mulberry bag for a present and she loved it. Unfortunately the clasp holding the strap in place came away as a screw came out, not a problem i thought, I'll just ask them to send me a screw and fix it, job done. How wrong was I, I tried calling and calling but the phones never get answered. Finally I resorted to email, which did get answered after a few days. After a number of emails were exchanged Mulberry Customer Service (and I use the term in its loosest form) agreed to send me a couple of replacement screws the total cost of which was probably pennies!!! Two months later, and after further numerous emails I still have no screws and no idea if they'll ever arrive!! Went to Manchester on Saturday and bought my partner a Loius Vuitton as a replacement, and they treated her like they cared.I've never left a review on here before, but I've never been so appalled by a companies complete lack of respect for their customers. They really don't desrve your custom.Take your money elsewhere, you'll get a better product, better service and better peace of mind.Andy Pearson
Beautiful products and fantastic staff- makes shopping a pleasure. I have bought a lot of Mulberry items over many years and have always been pleased with them. I've had occasional problems with items but have had repairs carried out my them (at no cost). The staff are lovely in every store - especially my local Glasgow branch. Would highly recommend for a lovely shopping experience.
Ref scarlet red Bayswater bag. Here we go again, Mulberry once again you have delivered a used scratched item which is full priced. It Would have been great if it was factory packed and I would’ve kept it. sadly I’ve had to return, again my time wasted collecting from post office , opening and experiencing its disappointing condition, repacking , resending waiting for refund, hoping parcel isn’t lost. Certainly not a luxury experience!Why do you keep on sending returned items without checking whether they are in pristine condition? These are luxury bags, please please stop sending scratched damage goods just because you want to make money out of customers. A brand like you should value your reputation, but you do not, as this is a repeated experience of mine!
My partner ordered a cream Bayswater bag on the 18th December as a Christmas present for me. He paid full price for a new handbag and I was very excited to finally get it. However, I received the bag on the 30th via DPD and was very disappointed at the quality. The gold hardware was missing its protective stickers and was covered in fingerprints and was badly scratched. The leather was slack, clearly had lost some of its shape, and there was clearly dirt and grime on the bottom and handle of the bag. I’m appalled that your team think this is acceptable for a bag that cost £1300. He has sent customer service pictures and an email detailing all what I’ve listed above, but no reply as of yet. We are both a seriously unimpressed.
I try to buy bags made in England, so when I saw that the pink Bayswater was on sale I checked the description and it said (and still says) ‘ This product was made by Mulberry craftspeople in our carbon neutral factories in Somerset, UK.’ So I purchased the bag. When the bag arrived the label was in a different harder to see position and when I checked the label is said ‘Made in China’. I immediately contacted customer services (01240277) expressing my disappointment and that they are incorrectly describing this bag as being made in the UK and now I have to go out of my way to return the item that I would not have ordered otherwise. (It took an hour and a half to find an available pick up point). Please note I also sent Mulberry clear screenshots of the incorrect description.As this description is false on the bag the minimum I expected from customer support was an acknowledgment of the error on the website and a promise to change the bag description. At the point of writing, this bag still has the same incorrect description.However, all I was given was a return slip and a paragraph on how they also make things abroad. I explained that I know some of their bags are made abroad but the bag I brought is described as being made in Somerset. To this they responded ‘I am sorry to for the disappointment this has caused.I have arranged for the return of the order as you have requested, and this it detailed in my previous email. Is there anything else I can help you with ?’I know that errors on websites happen but I am astonished that Mulberry doesn’t seem to want to correct these errors when they are highlighted. It worries me that there are other customers that read this description, brought the bag and didn’t notice that their bag is actually made in China. Particularly as the label has moved from the top of the Bayswater to the side at the bottom making it hard to see.For a listed Bcorp you would expect better.
Placed an order in the Manchester store on 29th December, which was payment in full, received an email on 2 Jan to say they item was no longer available it they would try other stores. I emailed to say that as it was a gift I would like to cancel as at this point I had transferred the cash to the intended recipient so he could purchase elsewhere. Nothing heard so I again contacted customer services to again request a refund. Several emails later I got a message to say the item had been despatched followed by one with a returns forms. The item had not in fact been sent and I was advised by Jordan in customer services that a returns note was the only way to process a refund and it was nothing to be concerned about! On 8 Jan I received an email to say the refund was being processed and would take 24-96 hours to show, but nothing refunded, so contacted again on 13 Jan to ask for a named contact and email address to make a complaint, this has been ignored. I even messaged via social media and they claim not to have seen my request for a named person, I have sent screen shots of the emails and all gone quiet. I then record a further emails yesterday and today saying the refund is being processed but the last 4 digits of my card are not on the form (where it says it should be) and I’m still waiting for a refund. I have raised this as a dispute with my card provider as I’m sick and tired of chasing a refund for an order they couldn’t fulfil. The telephone number front the website goes straight to answer machine despite me ring at 10am one day and 10.30am another, they say there opening hours are from 9am! I have been a long standing and loyal customer but they will not have another penny from me and if I don’t receive my refund by the end of this week I shall look to make a claim in the small claims court. It’s no wonder their sales have slumped if this is the way they treat people. Order ref TNZ701862Returns ref ML002-1-TNZ701862Customer Service enquiry reference: 01241052 - Jordan “Customer Care Expert”AVOID
Wish I had bought directly from a shop. My handbag arrived but has a tiny white mark on it. Customer services contacted and agreed to have collected Tues but it wasn't collected after staying home for three hours. My husband had another message saying it would be collected Thursday. An email was sent to customer services asking for clarification but no response. So disappointed and I have no faith now that when collected I will receive a replacement quickly. In response to Mulberry reply, my messages were sent on the 29th agreeing to a Tues pickup which then didn't happen. This was when customer service was open. My bag has now been collected 2/1 and I hope for a speedy replacement then I can give positive update.
I am deeply disappointed by my recent experience with Mulberry’s customer service team, which has fallen far short of the standards one would expect from a brand of its stature. Despite reaching out with a clear issue, I’ve been met with responses that lack any meaningful resolution or accountability.In 2023, I resold a Bayswater satchel back to Mulberry as part of their resale initiative, receiving a voucher in return. The voucher, set to expire on 6 January, remained unused as it took me nearly two years to finally find a product I truly wanted to purchase. When I placed my order, I believed the voucher had been successfully applied at checkout. Trusting this to be the case, I discarded the voucher, only to later discover that it hadn’t been applied as expected.While I understand that Mulberry cannot take every customer’s word regarding unused vouchers, there should at least be a system in place to verify whether a voucher has been redeemed. I shared a copy of my e-receipt with a transaction number, which could have been reconciled against the voucher, but it seems no such system exists—or if it does, this critical information wasn’t communicated to me.For a company that prides itself on luxury and customer loyalty, this lack of accountability and infrastructure is disheartening and frustrating. I expected much more, both in terms of care and problem-solving. This situation has not only tarnished my perception of the brand but also left me questioning whether I, or my friends and family would choose to shop with Mulberry in the future.I urge Mulberry to reflect on how it approaches customer service and to consider how situations like mine could be handled with more empathy and professionalism. Implementing a system to track and verify voucher usage would go a long way in preventing experiences like this.
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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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