Mulberry Reviews 36

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...

Ich habe zwei Taschen bei Mulburry bestellt und nur eine erhalten. Beide wurden bezahlt. Den Kundenservice habe ich drei mal kontaktiert. Zweimal direkt und einmal via PayPal. Keine Reaktion.
Die Angelegenheit werde ich an meinen Rechtsanwalt abgeben.
Ich hatte von vorne herein kein gutes Gefühl, für so eine hohe Summe in einem nicht-EU Land zu bestellen. Bereue es sehr! So enttäuschend!!

Excellent service from Alannah, at Bicester Village store. Patient, polite, helpful and already very assured even after only 3 weeks of being there. Keep hold of her she is an asset , definitely.

I’ve had similar recent experience from online purchase, mulberry have closed telephone lines and do not reply to email. I have not received my bag and it was supposed to be delivered by now. Not sure what’s up with mulberry, are they going bust! DO NOT BUY ONLINE. I guess I’ve to get money back too via credit card, though still hoping for my bag! So disappointed 😔

Uncontactable in trying to arrange a return.
Eventually managed to follow online process for a return using DPD. Had a delivery slot today nobody turned up, yet DPD said parcel was not ready to pick up one hour of my day wasted . Now can’t get hold of Mulberry at all to arrange another return.

I bought a Mulberry purse online on the 3rd January 23. My order included express delivery at no charge. I have not heard anything at all since the purchase date. I have called customer service and the voicemail says they are either closed or they don't currently have a telephone service available. I have emailed twice and have not had any reply to either of these messages. Thank goodness I paid through PayPal as I have now opened a case with them. I cannot believe that a company so salubrious could fail to meet even the most basic of customer service levels. I am now heading to Twitter to see if I can contact anyone through that channel but I will never be purchasing anything through Mulberry online again. The purchase was a gift as well that only compounds my disappointment.

I got first class service today in Covent Garden! I was returning a bag which I wasn’t sure of and the Sales Assistant helped find the right bag for me. She listened carefully to what I liked and needed in a bag and showed me so many bags (mostly black with silver hardware as per my request) I tried them all on and even put some of my belongings into them to see if everything I carry fits! I honestly can’t thank the lovely Courtney enough - she was absolutely brilliant. I later found out she’s the store manager. I ended up leaving with my money on a gift card as I still wasn’t 100% sure. No pressure and offered to put the last one of the most favoured bags in store aside till the end of the day. I came home and bought the one I loved the most online using my gift card and paying the difference. I took lots of selfies of me modelling the various bags and after a little help from a few girlfriends I was able to make my decision. Thank you Mulberry top class service and keep making beautiful British bags!! Huge fan! I would love to work for Mulberry I would be so proud :-)

This year for my birthday, I was bought a pre-loved Mulberry bag (excellent condition). Being 2nd hand, it didn't come with a dust bag and I like to store my bags when not in use in such bags to try and maintain their condition and prevent them being scraped and scuffed. So I reached out, on the off-chance, to Mulberry in Australia to see if they might have any spares and if they do whether they would be kind enough to either send me one, or I could have collected from their store. These things are rare as hens teeth unless you are buying new when they come in the box with the product, so they didn't have one, but rather than just leave it at that, they reached out to their international counterparts and someone in the UK found one that would suit - it must be my year! Thank you so much to the team here and there for making one birthday girl very happy

Nor impresses with the service which I have received from both Mulberry Bond street and the customer service team.
Put my bag in for repair to be told it would take 12 weeks and after 18 weeks I am still awaiting my bag to be returned.
I have constantly had to chase up the progress of repairs and have been brushed off on several occasions.
Mulberry you have let me down, a company like yourselves need to learn how to handle customers better, just being in the loop of what is happening would be nice after the amount of money your bags cost, I will not be purchasing from you again!

Had a look around, was not sure exactly what my wife would like, got some great help and she loved it and was a great surprise for her. So I found them great

Just over a month ago I went to Mulberry in the House Of Fraser Birmingham and placed an order for a Bayswater Croc. The following day I got a bit worried that it would not arrive in time so I phoned the store only to be told order had not been placed infact there was no record of it. Order was then placed and I recieved a message it was in. I went to collect it, they couldn't find it and kept asking if I had really had a call, 20 mins later they found it. A couple of weeks ago I went in to buy another bag only to be offered a damaged one which she was quite pushy about but I refused and bought it from the shop in Bond Street a week later. This week I phoned Housr of Fraser again and asked for another bag to be put aside. When my husband went in to collect it, no bag was waiting. He was then offered 2 damaged ones both of which werr really pushed on to him but he refused and bought the bag from Selfridges. I phoned House of Fraser to complain and they got the lady in charge of Mulberry in House of Fraser and Harvey Nickles Birmingham to phone me. She said I should come to Harvey Nickles in the future (which is out of my way) and said she had told them before to sort out damaged stock. She then offered to look to see if any of my 3 recent purchases where going in the sale and she would refund the difference on one of my bags (a generous offer as it would have been 2 to 300 refund) none were going in sale though. She then offered a hand massage and a glass of champagne ( a bit of a come down) I refused I don't drink and have allergies, she is now offering a note book and un- named goodies ( its getting a bit rediculous). I don't feel for a luxury brand they are behaving as such and the intial problem of awful service is being over looked. Very disappointed!