Review Time
I contacted Mulberry Customer Care on 20th November 2024 after noticing the plaque on my new Mulberry bag was scratched. I received the order 23rd October (W56678063)I received a nice response from Selma a few days later, apologising and advising me I could obtain a replacement. Due to the issue with the bag, I requested a refund as I believe it is a fault with the bag and is likely to happen again, so did not want a replacement.I was advised I was out of the timeframe to receive a refund, although I had not had the bag for more than 30 days.I therefore requested a different replacement bag, advising I would pay any difference in price.Again this was rejected and I was advised I had to have the same replacement bag (what Company would not want a Customer to spend additional money!) I responded to Selma, advising her of my disappointment with the response so far, considering the luxury Mulberry brand and the costliness of their products.I have asked whether someone can ring me or provide me with a number to contact them.It has been radio silence since....It is very disappointing considering I have been a loyal customer for a number of years and own several bags.I have lost faith in the Brand now and would just like a refund and resolve the matter, so I can purchase a bag with a Company who may place more value on customer service and how they treat their Customers.
I ordered a handbag on Sunday 10th, was charged postage which I shouldn’t have, (email sent), delivery was 3-5 days. Friday 15th I tried contacting customer services but you can’t phone only email, so I sent a 2nd email and now discovered my pending cc charge has disappeared, so no handbag and no idea what’s happened and no contact. Really bad service
I really wish I read the reviews first regarding online ordering. I've ordered an Antony bag and it's been radio silence since then. My online account status for the order says "Processing." I've called the Customer Don't Care line - no response. I've emailed and received the customary, "we'll be in touch."I have been a Mulberry customer for over 20 years. The decline in their service has been so disappointing and very sad for what used to be a luxury brand.I would suggest to anyone to AVOID ordering online. Go in store, or try John Lewis.
Impossible to actually get hold of anyone or for customer services to respond to an email. Ordered a rather expensive bag for special anniversary tomorrow and had to pay extra for special delivery (1-2 days) to ensure it would be here. No updates, no tracking ID, no sign of the bag yesterday (Weds). Sent emails to Mulberry with no response (7 days is appalling), tried to contact a store (who simply can also only email it seems). No idea if bag will arrive and now seems very unlikely. Huge disappointment from what I thought was a top brand.
I sent my bag 6 weeks ago and was looking at resale to purchase another bag. I declined their offer and it took 6 weeks to get it back to me .I should receive it back by the end of the week. Appalling service false promises. I have a few mulberry bags and purses ,I will not buy anything else from them. Totally disgusting service. Shame on you
After purchasing an amberley black large satchel in Feb, the bag developed a fault within 4 months. I had an awful experience with customer services giving conflicting messages, resulting in the bag having to ge sent off for repairs. I dropped my bag off in store, again poor service with the colleagues fumbling about to process the repair order. Despite being a simple repair, my bag has now been with the repair team for 9 weeks. Zero contact during the first 8 weeks (despite being told it would take 3-4 weeks... far too long anyway for a simple repair!). I emailed, called multiple times, no response. We are now in week 9. I eventually found another email through chat gpt and recieved a response, however despite replying within a couple of hours, it took another 2 days for anyone to contact me again. No update on my repair despite asking multiple times when I will get my bag back. I have also asked for a manager to contact me and for the complaints process. Mulberry have failed to provide this so far. I can only presume that the lack of response means they can not locate my bag or have not completed the repair. Probably the worst customer experience I have ever recieved which is shocking given this is classed as a luxury good brand. I've not been offered any formal apology for my experience so far and there seems to be no urgency to return my item to me, that is worth over £1000!!!!
So disappointed by the decline in Mulberry. I've bought a number of their bags in the past, but am sworn off them now. Despite the relatively high price point, there is no customer service phone line available, just an email address that isn't responded to - one star feels like too high a rating as there's no service provided to rate. The quality of the bags is still OK, but has decreased - lacking the attention and detail of previous years.UPDATE - perhaps the (minimal) effort that they take to respond to these reviews within 24hours would be better re-routed to actually responding to customer service emails in a reasonable time frame.
Wow Mulberry you really have gone downhill. Returned a bag still under warrantly due to gold hardwear tarnishing they took the bag back and replaced some of the parts with issues but not all , after a month the bag was returned so I contacted customer services and they arranged to take the bag bavck.Not one apology or acknowledgement of the fact they forgot to replace some of them and now an email saying I have to pay for a repair !!! Cant get through on the phone, have to send an email and wait .Come on Mulberry ive spent a fortune on your bags over the last few years but your customer services has seriously gone downhill and reading other reviews it would appear I am not the only one. Next stop I think has to be trading standards as you have broken your agreement with and you are still in possession of my bag.
Bought a bag and wanted to talk to the customer support about an issue which is time sensitive... They provide a phone number which is not monitored, just an automatic recording asking to send them an email. I sent an email and used the form on their website , still waiting for them to respond 5 has passed ... Surely in 2024 you can do better for a brand which is positioning itself as luxury
Bought a bag which is just out of its guarantee, (clasp tarnished ). I can honestly say I have never dealt with such poor customer service that clearly have no compassion or service skills when dealing with a complaint. Please be aware they are not interested once you have purchase your bag, word of advice don’t bother save your money. The reply from Mulberry I find really patronising. Don't say I did not warn you.
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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.
