Mulberry England  Reviews 

The experience via Mulberry for a handbag to be refurbished was interesting. What made the experience that much more acceptable was Lilliana.

Lilliana was the only member of customer care who actually listened!!

My request was simple to add a new dustbag and leather cream to the repair when returned. I got no pre warning the bag was on its way and once unpacked yes a new dustbag but no cream.

Whilst there is no doubt the artisans at Mulberry are wonderful surely they should be able to read respond and deal with requests??

No they didn't

So I contacted Lilliana who dealt with the request promptly even apologising on the companies behalf.

Ĺilliana ensured that the missing goods were mailed directly. Lilliana also chrcked that i had requested previoudly seversl times. Ensuring that I received the goods ASAP.

Now I have been a fan of Mulberry for many years and as a shareholder found the experience needed feedback. I also had to tell the company that 20% discount was still shoeing on the Internet they were prompt to advise that it was mot applicable and no work without payment up front!!! The work completed is exemplary just Customer needs training and Lilliana should have the lead role.

Thank You Again Lulliana .

Billie Bag: I have had to have the padlock that keeps that shoulder straps in palce, replaced twice now. Thie 1st tiem it was free and this time they have asked for £108.00 for a replacement padlock! the padlock had the same issues as previously, kept opening and discolouration so surely this is a manufacturing fault. They have come back to say it is "wear & Tear". However, how cna it be wear and tear when the padlock is supposed to keep the shoulder straps in place but keeps opening up! There has been no compassion or empathy in their responses and ultimately offered me the bu back service which is not fair. Really awfull service for a high end brand

I recently learned that not all mulberry products are made here in the UK.so I decided to check where some of my wife’s collection of bags were made.she has three.one she has with her abroad but the other two are here.
The oldest one bought 15 years ago at Heathrow airport mulberry shop is still in excellent condition after many years of daily wear.no fading or scratching.made in 🇨🇳
The other one bought here at a department store in Sheffield,fading underneath and around edges,made in England 🏴󠁧󠁢󠁥󠁮󠁧󠁿.
So although not made here quality doesn’t seem to be poor on overseas made bags

I ordered a Bayswater Tote from Mulberry.com— an item clearly shown as in stock. Mulberry took my payment, confirmed the order, and then waited three days before informing me that the item was never available in their warehouse.

This is not just disappointing — it is a breach of basic consumer expectations and contrary to the standards set out in the Consumer Rights Act 2015, which requires goods to be available as described at the point of sale. Taking payment for an item that does not exist in stock is misleading and unacceptable for any retailer, let alone one positioning itself as a luxury brand.

Instead of issuing an immediate refund (as required when a retailer cannot fulfil an order), Mulberry is now “searching their network” to see if they can locate the item elsewhere. This unnecessary delay leaves the customer out of pocket with no product, no certainty, and no clear timeline — a completely unreasonable way to handle their own stock error.

For a brand that trades on heritage and quality, this experience has been slow, unprofessional, and far below the standard any customer should expect. I will be reconsidering any future purchases with Mulberry after this.

**EDIT** it gets worse!! I tried calling Mulberry today to try and get a resolution to my issue and the advertised telephone number tells you to email Customer Care and the cuts the call off! They really do NOT want to help you!

Absolutely shocking customer service experience. Am still waiting for a follow-up response from an email from 10 October, in which Mulberry said they’d get back to me again later that day.
I chased on 29 December and still nothing.
I am exasperated 🤯
Seems I am not the only one that thinks they are a shambles.
Glad I’m not a shareholder…

I am shocked at the level of dissatisfaction in the reviews, I really wish i had read them before my purchase, I placed an order for a birthday present, as yet it’s not arrived 4 days later and the birthday has now passed, I called customer service today who told me the order was coming from a store and would need looking at to understand why it was not posted to me, the all promised never came and no email to confirm the order has left!!! Frankly the arrogance of an organisation that doesn’t care about the customer , doesn’t deliver on its own promises of delivering in any form , I will not be accepting the late order now and never using Mulberry again. Update. The response from mulberry goes to show they do not listen, read of care. We are not at 6 days and no updates. You really are arrogant and I can’t wait to see the demise of the brand.

WARNING ‼️
No care! Ordered for Christmas gift for my wife, was told there was easily enough time. Two bags arrived 20+ days late!!!!
Called Mulberry cs with days to spare. Didn’t care whatsoever.
Missed Christmas by weeks. Wrecking my wife’s surprise. Useless Mulberry. 10th item bought from you and the last! Never again!!

I received a purse as a Christmas gift which was purchased in the Black Friday sale 1st Dec. I wanted to return this to exchange it as the one I received was too large with a clasp that stuck out making it too bulky. I was really surprised to find out that the return policy states ‘sale’ items can only be returned upto 14 days. The purse is still for sale at the same price but Mulberry “policy” states they won’t accept it back for an exchange or refund.
The 14 day return is in the terms and conditions (hidden in my opinion) so they are sticking to it leaving me with an unwanted gift.
BUYER BEWARE OF RETURN POLICY AND TERRIBLE CUSTOMER SERVICE!

Poor quality strap that is now frayed on a small Antony bag. Mulberry want to charge over £200 to repair. Quality poor after only 2 uses. I have other mulberry items which I have lovingly cared for so very disappointed.

I ordered a steak medium with loads of onions underneat,which it came out with no onions!it came out very dry. Looked like it been stamped on the floor a few times and really wasn’t that enjoyable. wouldn’t recommend

I ordered a bag on mulberry preloved only to be told by email that this particular bag was no longer in stock but they check the warehouse and the system was showing inaccurate stock levels. This is a preloved site so I wouldn’t expect there to be any stocks! I have now been advised my order is cancelled as they cannot fill it. Poor website for such a luxury item, I would not trust them again.

In October 2025 I took 2 Mulberry bags to the store in Battersea Power Station to be repaired. I could have gone to a local place but chose to pay a premium for the bags to be fixed by mulberry themselves. Since then I’ve had 1 email telling me the cost of the repairs and that’s it. I’ve replied asking some clarifying questions, got no response, went into the Battersea store to be told I got no response because there was a new manager and then have continued to have radio silence. I’ve emailed countless times but will now have to make a special trip to go back in where I’ll be asking for my bags back - I left them 2 months ago and I have no confidence they’ll ever get fixed or I’ll ever receive them back - poor show mulberry. Repair ref 00384739/Weller2/box-1337 and 00384737/Weller/box-1017

Best experience in CS ever. A big thank you to Lilliana who went out of her way to help find a new strap for a vintage bag.

I always have Alex who is working at the Mulberry flagship store on Regent Street help me she is phenomenal. The service is phenomenal. My bags are phenomenal. I can’t say enough great things about Alex and Mulberry . A superb English product classic ,classy ,I’m so happy that I’ve got Alex to go to whenever I have a question about an item or if I need an item found I’ve never been let down five stars all the way. And five stars to Alex, she’s the most professional knowledgeable patient Lady you’ll ever find at Mulberry.

purchased Small Darley
Oak 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.

The customer service is absolutely terrible! I received a damaged box with missing items, and Mulberry has not responded yet. These are expensive bags, and the company is supposed to be high-end luxury. If they can't stand by their customers, I'm starting to doubt the quality of their bags. I'm a first-time buyer, and prior to this transaction I was planning on purchasing other bags; unfortunately, I will not be purchasing anything else from Mulberry.

UPDATE: I am changing the rating to 5 stars because I was contacted by the customer service representative who helped me exchange the wrong item for the bag I ordered. Joseph was very helpful and provided a quick response to all of my concerns. I hope that Joseph is recognized for his performance and promt responses. Thank you so much for making this a better experience! I LOVE MY BAG ❤️

P.S. No one ever asked me to change my rating/review, and I believe that sometimes, showing a bit of patience can truly make a difference and lead to better outcomes.

SHOULD HAVE READ THE REVIEWS BEFORE BUYING MY FIRST LUXURY BAG FROM THIS COMPANY! I purchased Mulberry Green Alexa bag from thier website. The order came in fast, however they sent me Mini Alexa without even a lock for the price of regular one and will not help me return the item. I never order mini bags as they do not meet my needs. I called the phone number (which is useless), emailed 3 times with a picture and request for a return label. No answer receved from anyone. This feels like a scam and I will be calling my bank and reporting this company to FTC if I do not get a response till the end of this week.

Lovely sunglasses - expensive and good quality. But disappointingly let down by the very cheap looking case that is not designed for glasses this size. I have checked and the shop did give me the correct box. All my other designer glasses have come with luxury cases that are a design statement in their own right

Mulberry customer services and complaints handling is absolutely appalling

I returned my large red millie bag for repair and hoped they would just exchange without hesitation

The gold printed mulberry logo had rubbed off due to the tassle design rubbing against the leather

The bag is in pristine condition and used only ten times if that

I have other mulberry bags that still look fantastic after 15 years of daily use

Such a shame an iconic British brand has been taken over and ruined

I will never ever buy Mulberry or support their exploitation of slave labour in China and Turkey

Go for a different brand or buy mulberry vintage

Hopeless
Incompetent
Jewellery you could buy better on a cheap website
Customer services that don’t care
1.8 review tells you everything
They lie when they come back on your review to suit themselves

Watch
They will probably do it again on this review

They are simply a brand that does not care about clients

Just want the next rich mug to come along

Don’t care about the working many who save hard