Mulberry England  Reviews 

Visited the York store a couple of weekends ago, I popped in on a whim to buy some trainers, the young assistant was very nice but out of nowhere a big woman like mrs Trunchball appeared out of nowhere looking at me like I was something she had trod on and when I was trying the trainers on she was barking you need a sock, I just thanks but I have my own on, she proceeded to stare at me… got her eye wiped when I literally tried one on and said to the young girl serving me yeah I’ll take them hope she got commission on them £350.00 trainers.

The customer service is shocking , I placed an order before 2pm Friday and still haven’t had a dispatch email . I spoke to live chat who said they would put order on express shipping as I need for my holiday on Wednesday, and she would get back to me but haven’t heard anything since , I’ve called and emailed and no reply .
Considering this is a high end company i find the lack of customer service and speed of postage is crazy . I will probably have to return items as won’t be here in time .
On page says offer next day service but no where to be seen check out

After receiving an on line order from mulberry ( despatched from Regent Street ) when opened, the bag was in a tragic state. Scratched down to the base metal on the handle and no protective plastic on lock. Unbelievable condition, so much so photos were taken to record the terrible quality. It was immediately returned and thankfully our money returned.
Customer services, well, good luck on that one.
I decided to go to the Mulberry stand situated in John Lewis Nottingham.
They ordered me in a bag, it was checked and in perfect condition.
The staff in the store are outstanding.
Customer focused, pleasant and made the experience of buying a luxury product an absolute joy.
Mulberry, John Lewis Nottingham. I’ll be shopping there again.

The lock on my 10 yr old Bayswater handbag broke. I contacted the Bond St store who logged my repair. I took the bag into the store as there were GPO strikes at that time.
They did tell me that it may be 14-16 weeks for the repair. I took a photo of the repair form but an email of the form & confirmation of the repair was sent to me within 24hrs.
After only 3 weeks, the store emailed me to tell me my bag was repaired. The store arranged DPD to deliver the bag & it arrived within 48hrs.
Throughout the process, communication with Selma at the store & the repair centre in Somerset was excellent. I am very pleased to have my bag back, with a new shiny lock. It has also been conditioned & polished so looks like a brand new bag.

Disgusting customer service - I have sent multiple emails about a faulty wallet and zipper . The zipper has turned green like the brass has oxidised . No reply after sending 4 enquiries. Can’t get through on the phone . Report made within 12 months warranty date in January still no reply !!! Will be out of warranty by time anyone gets back to me . Trading standards complaint now going in

Sent in for simple repair. Heard nothing after weeks, not even an acknowledgment of receiving bag!
Phone and get through to some useless individual by the name of Izzy. Courtney slightly better. 3rd phone call off the day and get through to Aaron who is much better.
Say they’ve sent emails, but they don’t come through. Then turns out they have issues with their emails.
Absolutely awful service for what I consider a luxury brand! Would not recommend. Wouldn’t buy again! It’s gone back for repair due to poor craftsmanship - their customer service is even poorer!
Dreadful!

I bought a pre-loved bag in January 2023 (my third purchase from Mulberry), on getting it home, I found it was extremely dirty - disgusting in fact. There was hair (animal, I think), dust, particles and caked on dirt in the lining of the main compartment. The dirt may well have been, from the colour/ smell, something like excrement/vomit (no joke...) Across the other compartments, there was hair, particles, dust. I have photos to back up everything I'm saying here. I cleaned the main compartment in my shock as there was already dirt on my bed, bathroom floor etc. I contacted Mulberry by email, waited a few days (no response), chased via Facebook and when they eventually got in touch, the Customer Service team were very professional and organised to send the bag to the Lifetime team for assessment.

As if this wasn't bad enough - the bag was sent back to me with no perceivable improvements in the cleaning despite Mulberry stating they had cleaned it. The main compartment looked just like it did after I cleaned it (that might be deemed fair enough, it's crumpled - thought they'd have looked at that, but I cleaned it quite thoroughly).

The other 2 compartments still contain hair, dust and visible particles. In other words - there is no evidence Mulberry did anything at all! I was given a voucher, which is kind, but the value of the voucher when considered against Mulberry's pricing point isn't something that wowed me, if I'm honest. What I really wanted, was for the bag to be cleaned. Having been unable to use the bag weeks after I bought it, my reasonable expectation was that the bag would have been spick-and-span.

** I am now convinced that there is no quality control taking place. How was this bag sold to me in the first place? How did the team do such a poor job when it was returned? Why did it take 10 days to assess and return a still dirty bag to me?**

Also, I raised the issue with the bag by email (no way to phone Mulberry!) the very day I bought the bag. It took quite some time and chasing to get a response and by the time the matter was "resolved", the 30 days to get a refund had passed. That's on Mulberry for the delay in its processes and whilst I was told I could email ahead to request a refund, I don't see why I would need to do that. The delay was not on my side!

So there are multiple layers of issues with my experience.

Very poor, Mulberry, not a luxury experience at all. I am writing this with regret, I gave Mulberry plenty of time and opportunity to make the situation right, but despite the customer service team being really nice, I have still paid a lot of money for a very dirty bag.

I started the returns process with mulberry on the 28th December, I had a DPD collection booked for the following week which failed to arrive. Since then I have sent 9 direct emails, sent a message through the customer service form on the website and called the customer service phone number every week which is currently not in service, I even called one of the stores to try and get help! I added a review on the website to try and get some attention but all has been ignored!
On the 13th January I had an email to rebook the collection which I immediately responded to and have had no contact since.
As of this review I have been waiting 50 days to get a refund for a product that mulberry have failed to collect.
I have also been reading these reviews and seeing that mulberry’s response is largely generic which is completely unacceptable when your breaching customers rights to returning and refunding unwanted goods.

17/02/23 UPDATE! After receiving a reply from Mulberry with a contact number I called the number which went through to an answering service which cuts you off before you can leave a message but puts you through to a customer service survey, this gave me an opportunity to leave a message which I did to inform Mulberry that I will be seeking legal advice if I am not contacted by Monday.

Still waiting for my refund. Where is it???? It took now 5! Days and I paid via PayPal. No big Deal!
Please help. I want my money back!
Order: W53771043

I have no idea what’s going on with Mulberry online lately. Quality of products remains at a high standard expected of the price tag, but the customer service is just shocking. Massive delays and disjointed shipping. I would not buy online again. Go to a store, see the item in person before purchasing and deal with a sales assistant face to face. It’s not worth the risk otherwise.

Well I wrote a very negative review recently so wanted to provide some balance. I ordered a sale item earlier this week and it arrived promptly today. Lovely quality. I hope this means Mulberry have sorted out their difficulties.

I placed an order and received it within a few days - amazing. I have since tried to return an item from this order via DPD collection. I asked for it to be picked up on a certain day, I receive the 1 hr arrival slot and waited but they never arrived. I have tried to get back in touch with Mulberry but as others have said my emails have been ignored and the phone lines are closed. I have NEVER experienced this before and I have been buying Mulberry items for the past 20 years! What is going on? I just want the box collected and my item refunded. Please help! Order number: W53738958

Update: I contacted Mulberry through Twitter and they responded within a few hours and have now sent me a DPD label so I can return the item myself (my choice) so I’m happy. Now to get the refund!!

I can only echo the negative experiences I’ve seen on here, and share that this has been without doubt the absolute worst customer service I have ever experienced.
Absolutely ZERO customer support at every step of my purchase, the website has such incredibly poor functionality that I somehow ordered the same item twice without it letting me know until I noticed my bank had been charged twice. The returns process has been agonising, up to now I am yet to receive ANY correspondence regarding my return or when I would expect to get a refund, and it’s been over three weeks (Jan 9th - Feb 8th). I have had to instigate the assistance of my bank in retrieving my money, hopefully Monzo will be more helpful that Mulberry.
It’s staggering to me that a luxury brand of international repute could have customer “service” quite as appalling as what I have experienced with Mulberry, I’m sure it won’t mean a thing to them but I will adamantly say: I will NEVER shop from them ever again, and if you’re reading this to consider a purchase from Mulberry I implore you to think twice. If you really want a particular Mulberry product I suggest you buy from a concession in a department store, avoid buying direct from the website at all costs.

I purchased a bag 16/01/23 to be delivered to my home address. To date I have not received and on the tracking it shows that it was left in my neighbours unlocked open porch, my neighbours were not in. I did not request for my bag to be left in an unsafe place however mulberry claims that it’s t&c state that they can leave my bag wherever they or DPD see fit so have refused a refund. Do not buy anything from this company as according to them you accept this condition. For a company claiming to be a luxurious brand the customer service is appalling. I would not be surprised if they are going into administration due to the staffing issues, telephone line down and refusal to refund. Buyers beware. Avoid at all costs. I have escalated and will now need to contact my credit card to request a chargeback,

Would give 0 star if I could. The worst customer service experience I’ve ever encountered. No acknowledgement of my return. Thankfully I paid with PayPal and THEY refunded me as I had proof of returning via DPD and proof it was received. I will NEVER order from them again. They have done nothing for me as a company - customer service WHAT A JOKE !!!!!

I had trouble getting hold of Mulberry in regards to returned item and was concerned. I returned a bag via DPD who stated they had not collect my item. I luckily had photos of the him collecting the bag. DPD would not entertain the complaint. It has to come from mulberry. I contacted mulberry via email and phone messages left but no response. However, after contacting them through Facebook messenger I had a prompt response. The issue was sorted in one day and the money back in my account. I wish it had of been easier to contact mulberry but I am pleased to say it was resolved and those I had contact with could not be more helpful. Thank you for sorting my refund.

I just wish I had looked on this website before making a purchase from this company because I am having a nightmare obtaining a refund like so many others. They are very quick to take your money but try and get it back from them!

Started the refund process on 5 January 2023 and still no sign of the return of the monies on 1 February 2023 despite them confirming they received the goods back on 20 January 2023. The delay between 5 January and 20 January being totally due to the lack of response from Mulberry.

I have never experienced such poor customer care and they position themselves as a premium brand. I can only think they are going bust.

Avoid.

I am absolutely shocked by my shopping experience on this site. Purchased a wallet last week and still haven't heard from them! I wanted to cancel the order as it was a mistake, so I sent countless messages to customer service but still no answer. For the price of these goods, the shopping experience shouldn't be as bad. AVOID AT ALL COSTS!

I returned a handbag with the shop directly on the 14th of January. I was told the refund would take from 3 to 5 working days. I received a refund on 31/01. Will not shop with the again, appalling experience from "exclusive" brand. Their customer service phone number does not work.

Over the past few weeks i have purchased 3 bags on different occasions. All have arrived well packaged, in expected condition and in timely manner.

Such a shame to read all these negative comments with regards to Mulberry customer services. I hope it improves again soon!