Mulberry Reviews 36

Don’t bother with the Buy Back scheme, it’s just Mulberry paying lip service to tick the “environment” box but in reality they don’t even value their own brand, vintage bags in excellent condition being offered tens of pounds (literally) which wouldn’t even pay for the leather! Bizarre when they are trying to compete with other premium brand with their selling prices, so go figure? (FYI you’ll only get max 25% the value of your bag and only if you can provide receipts, otherwise the offer is derisory. Can’t find that fact on their website but was told this in the factory shop. Their lifetime repair service was also an awful experience. Embarrassing as it was a gift that broke, so I just paid full whack for the repair. Sorry but I’m done with you Mulberry. A loyal customer since the ‘80’s and 90’s now being treated so dreadfully. That’s brand loyalty for you! Now they have plummeted in reputation given all these terrible reviews. Someone at the top needs to take serious action and shake up this joke of a company.

Mulberry did a big "promotion" that they would sell unique Bayswater bags, they were released in three batches. I tried three times the "add to bag" button got NEVER to add to bag one time I also hit continuously my mouse button . SUPPOSEDLY 13pm they should have come live until 13:02 pm it said coming soon 13:03pm sold out , without giving one online ever the chance to add it. Sorry it is not that I was desperate to add the bags (only one but fair enough if I miss out) but it didn't give me a single time the change to ever add via the website as stated. Sorry it very very much feels like a scam that the bags were sold to people with preferential access and not a fair chance at all or how come all gone at once and non ever turned to "you can add". Wrote a complaint to Mulberry only got back you get another chance- not thanks , there was NEVER a chance!!!!!

I have the Mulberry Green-Chalk Iris bag in large, it hasn’t been used due to the colour as it’s really hard to match with outfits. It looks and smells brand new, had been sitting in the dust bag since I bought it. RPP £1,185 but because I am a private member I purchased for £950.

I put a form in for the ‘buy-back’ programme where you can get credit for the condition of the bag towards a next purchase. Mind you, this bag is in immaculate condition!! They bloody offered me £240 ‘…after carefully assessing’ Absolutely ridiculous!

My much loved Mulberry belt was caught in an airport scanner and its buckle broken. I asked if Mulberry could mend it and was quite prepared to pay. Imagine my surprise and joy when I received an email to say that not only would they mend it but that there would be no charge. They even paid for the return. The belt was at least ten years old and the break was nothing to do with the quality of the belt. Very very impressed and grateful.

To be clear overall I’ve been a Mulberry fan for many years and my collection is extensive. I purchased a neon Alexa which has been well loved (for context the neon yellow colour has started to wear on the corners). I decided to try their “lifetime” repair service only to discover that this isn’t the case. Perhaps if you’re buying standard everyday colours like black and brown. But a 5 year old neon Alexa is now too niche. I’ve been told that the piping is a material they no longer have and the neon colour can’t be replicated. A colour that is just five years old. I feel like if you can’t back yourself on your “lifetime” repair service you shouldn’t be selling bags in a colour way that you won’t be able to repair beyond the sales window. Their website quotes “They renew and repair over 10,000 bags a year and they maintain an archive of materials and hardware that goes back over 35 years.” This clearly isn’t the case since the bag is 5 years old and they no longer have the piping or the colour. This is super disappointing from a sustainability and longevity perspective. Perhaps Mulberry need to update their website since they are unable to fix a 5 year old bag despite a 35 year old archive of materials. Their email whilst polite and informative essentially felt like it was all just a bit too hard for the skilled artisans and they couldn’t really be bothered to even attempt the repair.

My recommendation for future Mulberry bag purchasers - don’t buy any limited edition colours because Mulberry are unable to live up to their lifetime guarantee. Stick to your black and browns where the “skilled artisans” are probably in their comfort zone.

Expensive present ordered because my daughter likes the stuff for some reason. Delivery was outside of time given. Was not DPD as advised it was a dirty plain white van I could see from 100m away. Package thrown over gate onto muddy floor. Had to go collect using my walking aid. Dreadful service. Not a company I would choose to deal with.

Nice products but pointless if they don’t arrive because they’re sent by Royal Mail who can’t deliver anything properly. If you want to maintain a good reputation and do justice to your products then use end to end suppliers to make sure the whole value chain is covered at the same standard.

I would give zero stars if I could.

I placed an order from the sale on the 11th July. Less than one hour later I noticed I needed to cancel the order as I had done a mistake so I contacted them immediately to cancel the order. I was told it was not possible as it was already processed and I needed to follow the return process (despite this response, the order didn’t actually ship until 4 days later so why they couldn’t cancel it is beyond me). As soon as the bag arrived, I contacted the customer care again as there were no return labels in the parcel. I was not super impressed that I needed to print something (customs papers and UPS labels) as I don’t have a printer but ok. I then realized that the agent had booked this return to be delivered back to my own address rather than to Mulberry so I contacted them again to re-do the booking. I finally got the right labels and took the parcel to the shop on the 18th July (have the tracking message to prove the drop off). When I had not heard anything after a week or so, I started to follow up. It appeared that UPS had lost the parcel and Mulberry started an investigation with them. It took more than a month and countless calls and emails (after every time they promised to get back to me after x days but I never got any proactive follow up) before I finally got my money back in September - about 6-7 weeks later.

I would not tolerate this customer experience from any company but to have this experience with a brand that claims to be in the “luxury” category is just out of this world poor. I do like the products but this experience has put me off buying anything at all from them (and I’d quite vocally tell my friends to avoid them as well).

A month on now since we ordered.
More chasing on our part and a refund was supposed to be given a few days ago and we have not received it.

Went out with a special friend for breakfast, the service was disgraceful. Had to wait 15 minutes to be served. The place was almost empty.My friend had avocado but asked for no chilli it came with chilli😡I had a breakfast the mushrooms were cold and egg was snotty. Also had a cappuccino which was spilt all over the saucer. Really not good service will not be going back.

Worst customer service, items still not received after a week ,3 emails with no reply and god knows how someone answered the phone today “Emily “ who told me she will chase my delivery and update me by email. Checked my email and they are sending me a return label for a bag I have not received . Stay away from them and spend your money elsewhere. If they think they can scam me they have another thing coming!

I have several Mulberry bags, and haven't had bad experiences before. I should have reviewed positively but at the time good service was the normal, now it's rare so I do review good service too.

I ordered a bag in the sale from Mulberry, it was cross body and I chose it for the colour and the thicker strap, I was excited about it arriving but when it did the strap was totally different. I checked the website and the strap I thought it would come with was in every photo, not just one, the thin (painful) strap wasn't shown at all.

I contacted them and the customer service was pretty good for response times, however the apology was countered around me being disappointed with my bag, I wasn't disappointed with the bag, I received a strap totally different to all the pictures, the apology should have been based on them being sorry they'd effectively provided the wrong item, it was nothing to do with me being disappointed?

Their marketing department confirmed that they'd used the wrong pictures and the item was removed from the site.

Considering the price of Mulberry items, and the better experiences I've had at Tom Ford and Louis, Mulberry are losing their place at the top of the designer bag tree, they were always prestigious but reachable, but reading other reviews and my recent experience I think my love affair with Mulberry might be over.

Customer 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

I was very hesitant to order from Mulberry online after reading all the reviews here. But did anyway as I like their bags. I had a great experience with delivery, contacting customer service and returns.

Customer service could be faster at responding, and could also have a working phone number but they did respond after 2 working days or so and were very helpful.

Never recieved my parcel and they refuse to give me a refund or replacement. Both UPS and Mulberry claim that the package is just lost, and that it's my responsibility to make sure it's delivered to me, after I paid for shipping and delivery.

I ordered a scarf online which took nearly a week to arrive and was delivered by Royal Mail beside my waste bin without my approval . It has disappeared and I am getting no help from Mulberry who should claim on their insurance .
I am now £300 the poorer and gets disappointed with the lack of communication from Mulberry . I will not shop either them ever again .

Poor customer service from Courtney.

Ordered a gold sunglasses chain to match the sunglasses I purchased in the Bond Street store. Had been out of stock for weeks and when it eventually came back into stock, I immediately ordered. Arrived within a few days only to find it severely damaged. Couldn't get through to Mulberry, eventually got through via email to Courtney, who couldn't care less. Sent across photos where they tried to justify the damage, until eventually agreeing that it wasn't in the condition it should have been.

Then effectively just told me to return it via DPD at my own inconvenience. Then offered me a 'VIP shopping experience' as compensation...the same level of service I have received in every Mulberry store as standard and is on their website free of charge. Hardly a gesture of good will!

Absolutely shocking for a 'luxury' brand, will be ensuring that our company's corporate contract is not renewed next year as a result.

Extremely helpful customer service - I was given a replacement for my phone case and they were pleasant to deal with. Thank you!

Purchased a pair of trainers in the sale on Thursday 6th and still not received them and today is 11th June. No house number is on the parcel and DPD have refused the delivery and now sent it back to Mulberry. Customer Service is absolute shocking, they don’t care whatsoever. Can’t send me another pair as there aren’t any in the size and colour which I find hard to believe for what I “thought” was a luxury brand. So now have a further wait for them to be received and resent out. What an absolute shambles!!!

I ordered an item to be delivered to store as it said 1-2 working days. I needed the item urgently for a 40th birthday party. It did not arrive until the 3rd day which was too late. I had to go to the store on the day of the party and panic buy an alternative which wasn't quite as good. Apparently the refund is going to take a while to come through. Website should NOT commit to 1-2 working days when not possible. I had to completely rearrange my entire day to accommodate this "luxury" brand...