Review Time
I am extremely disappointed with Mulberry online. I ordered a scarf for my mum for Christmas. When it arrived, the outer packageing was absolutely fine, it wasn't until I got it out of the plastic bag I could then see the scarf was damp with mould on the label and tissue paper! It has clearly been left to go damp in the warehouse. Absolutely shocking from a luxury brand. I have sent an email with photos to customer service, but still no response. I hope to be compensated for this! Just awful. I won't be shopping online from Mulberry again.
I placed two orders on Mulberry.com on December 7th, with a stated delivery time of 3-5 days. It’s now December 18th, and I still haven’t received my packages. I have contacted customer service but have not received any response yet. Very disappointed with the lack of communication and delay.
Absolutely disgraceful!! £1500 taken, short dispatch note saying UPS will in touch, no tracking. No contact from UPS. Mulberry customer service lines not answered just go to a message box which is full. How can you run a company like this? 10 working days to have an email answered!! When there was a drivers shortage at Amazon all the management were given vans and sent out to deliver - This is exactly what Mulberry should do, get the management to answer the phones! With their current attitude I can't see this company being around for much longer.Reply to Mulberry's reply:Thank you for your reply, but you have not approached the main complaint, that it takes 10 days to answer an email. For goodness sake, get some more people in! Most online companies answer within hours sometimes minutes. To take days and 10 at that, is an insult and just not acceptable.
I ordered something online and not too many days later I got an email from their courier partner that my order would be delivered in 2 working days. Super quick. Great!The order doesn’t arrive. I check the status of the parcel and it’s at a distribution centre or airport or something (I don’t remember). I keep checking everyday for a week and a half and the parcel is at the same place. It hasn’t move. I don’t get any other emails/updates from them (Mulberry) or their courier partner so I reach out and explain to them the situation. They say because it Christmas season my parcel is going to take longer than usual to arrive. Okay, fine.I wait a few more days and still nothing. Same status for the parcel. So I reach out again and ask for a refund since my parcel seems like it’s stuck/lost in the system. They said they can stop the parcel, request for it to be returned and only once it gets back to them, then they will proceed with my refund. I told them to request their parcel back and issue me my refund once they’ve done so not wait till the parcel gets back to them. Why should I have to wait for them to get it back? It’s not my responsibility. It’s their courier partner’s which they’ve made a contract with to take care of their parcels. If the courier company loses it, then the courier company has to compensate Mulberry. I have nothing to do with the journey of the parcel.They refuse to issue me a refund immediately so I dispute the transaction with my bank. I placed my order on 13th December 2024 and, 61 days later, I got my money back.It’s a lose-lose situation, I had to waste my time gathering evidence for my bank (emails etc) and write this review. Mulberry had to waste time disputing this on their end, which failed, and now they have a bad review. You could have avoided all of this by either helping my order reach me (which you never did or offer to do) or just sending me my refund immediately since your courier partner’s lost it.
Customer service non existentCustomer service non existent, placed an online order with them still hasn't arrived, no communication from Royal Mail, tracking link dont work, no one answers the phone takes at least 7 days to reply to emails have had mothing back from them as yet.AWFUL
Bag delivered yesterday with flaws. Called the customer care number which is on a message for you to email and have done so. Have been online to see how to get a replacement, however, no information available as bag was on a Black Friday promotion and the price has now changed. Contacted the Mulberry store enquiring as how to get a replacement and sadly they could not help. When querying customer service response time with them I was told seven days! I have several Mulberry bags and have been delighted with them, although it should be noted that have bought them in store. I will wait to see how this unfolds, however, I am unlikely to order with them online again. No live contact with customer services not even an auto response to acknowledge receipt of email and seven day response time is beyond poor!Update 19th December: Mulberry have replied on here but no response to my email and well past 7 working day response time. And no, I’m not prepared to put my order details on a public forum. I took a chance and carefully steamed the marks/creases out which worked. This said I will not purchase again from Mulberry either in store or online. I say this because as a long standing customer I do feel that the quality of the bags and hardware is not what it used to be. They also offer a repair service (which I have used), however, with their current customer service set up this would pointless.
Utterly disgusted with the lack of customer service!Appalled that a very expensive bag has a problem with the stitching after being used only a couple of times - got in touch with customer services and it took many emails before I got a response.I was told that a courier would collect the bag and to would be returned in 2-3 weeks.Now I’ve been told a courier won’t collect - I have to take it to a drop off area which is a huge problem for me.Also I’ve been advised it will take around 3 weeks for them even to respond!The emails are worded very badly with spelling mistakes etc - the telephone number doesn’t work, this company is a joke!They don’t even have my account details correct - they show my bag as having been returned and refunded which it wasn’t!!!!They charge a LOT for these bags and then they don’t care .I’m sad to say Mulberry is NOT what is used to be- I have my eye on another bag but I think I’ll be purchasing a different brand - this is ridiculous!And Mulberry - please don’t simply reply with your usual reply - it’s not doing you any favours
purchased Small DarleyOak Natural Grain Leather in 2021, couple of years later the badge tarnished, I was disappointed as I contacted customer services, they offered a chargeable service for replacing the badge, as they regarded this as wear and tear, i only used this bag on special occasions, for the price I paid I would of thought this would of lasted me a life time. I should of done this review sooner, i was trying to forget about it but I can't.
I purchased 2 bags totally over £2000. They were not suitable do I returned them to the bath store and was told I would get a refund within 5 days. It is now nearly two weeks and I’ve heard nothing. I sent an email which hasn’t been replied to - only an acknowledgment. This is very poor customer service and needs improving if I am going to purchase anything from them 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.
