Mulberry England  Reviews 

Bought the new 2026 Piccadilly holdall.

Have wanted one for ages but knew such a bag already when empty weighing 2,2 kg would be a failure without a shoulder strap so I waited and 2 weeks ago it was launched again and with a shoulder strap, so thought it.

The bag now offers a laptop compartment and 2 bottle “holders” which is nice.

2 things that need improvement:

- no feet on a €2.400 bag isn’t acceptable and no it doesn’t make a different to the weight when it’s 2,2 kg anyway

- the shoulder strap settings/strap hole are a disaster. Even on the shortest setting it’s way too long for being carried on shoulder or add crossbody for me 5’7 it keeps bumping into my legs and thereby rub against my trousers which could result in colour transfer, I’m lucky mine is black. It needs to be design changed so it can get at least 15-20 cm shorter, nobody would EVER need the max length setting it currently offers but most would need it significant shorter.

Except that the bag is beautiful, leather seems to be good quality as confirmed by Tanner the YouTuber and mulberry now like Hermes offer a bag spa, prolonging the lifespan of the bag.

I have reached out to my local mulberry store and asked for them in store to make additional holes or to send it to their bag spa to have the additional holes in order fit me to be able to use the shoulder strap and get the full joy out of it.

Totally poor customer service . Have been a buyer of Mulberry bags for many years.
Paid £240 for a new set of handles on my bayswater tote bag which have only lasted 16 months before the leather has started to peel off yet again. Contacted Mulberty ,only to be told i would need to pay for them to be repaired.. This is absolutely ridiculous given the bag is a luxury bag and supposed to last for years . I will never be purchasing a mulberry bag again. I am so disappointed in your poor quality bags.

**★ 0 stars if I could**

Absolutely appalling customer service from Mulberry.

I ordered an anniversary gift, only for the parcel to be lost by DPD. DPD have admitted that the parcel is lost, yet Mulberry have refused to refund me until DPD have completed their investigation.

I have already asked Mulberry to cancel the order because I now need to buy another anniversary gift, but they have still refused to refund me. The issue between DPD and Mulberry is exactly that — **between DPD and Mulberry**. I should not be expected to be left out of pocket while they investigate a parcel that I have never received, particularly when I now have to spend more money buying a replacement gift.

Mulberry's response has been extremely unhelpful and completely lacking in customer service. I have ultimately had to raise a dispute through my credit card provider simply to try to recover the money for an order that hasn't even arrived.

For a company charging the prices that Mulberry does, I expected a much higher standard of customer service. Instead, the whole experience has been incredibly frustrating and disappointing.

I will absolutely **not be buying from Mulberry again**. When something goes wrong, this is how you treat a customer who has spent their money with you? Very poor.

I would give **0 stars if that were an option**.

Wonderful customer service and bag!

I've been pondering a life long bag for a while and I cannot express the quality over other bags and i'm in love with my bayswater

My order arrived damaged. I only bothered contacting them because of the card in the box saying customer service is their priority and to let them know if anything was wrong.

They said they couldn't replace the item because it was out of stock — they offered offered nothing else. No check of other locations or discount code for my inconvenience. I check online and the item was in stock. I ordered it and it arrived two days later. So much for customer service.

When I reached out to them for an explanatio, they "offered" me a free return label, which is nonsense, since it's included with every order already. Their customer service is terrible. It you're going to put a card in every box inviting customers to tell you when something's wrong, the response should be better than "nothing we can do" and lying that your product is out of stock when it's clearly in stock on your own website. They stopped responding to my customer service emails when I told them they hadn't even apologized at any point for telling me it was out of stock when it wasn't and for sending me a really obviously defective product. Won't shop there again.

Another great Mulberry experience and bag. I treated myself to a men’s regular Antony from the Mulberry website and it arrived in perfect condition. The black cherry colour is stunning (similar to oxblood ) and the leather is beautiful. Very happy with my latest of many Mulberry purchases.

Really disappointed i had a billie bag bought for 40th birthday last year and already the lock is broken when i merely used the bag around 3 times. Looking at the reviews below there is clearly an issue with the design and as a result the bag is unusable . I emailed the customer care to be told i need to pay for a new lock. This is absolutely ridiculous given the bag is a luxury bag and supposed to last for years . I will never ask for a mulberry bag again and will not be purchasing from you . I am so disappointed

I was gifted a Kimberley bag. The bag has several manufacturers fault. The side clips keeps popping, the leather is tearing in the inside. Don’t buy this bag, attractive looking but not practical and quality has really gone down hill. Asked for help they are refusing on the grounds I don’t have a receipt.
The person who gifted the bag has passed away…

Went to the Mulberry at Bicester village outlet where I had bought from before, so I knew the customer service was good, but this time was especially lovely as I was served by jade who honestly went to so much effort to help me out and choose a bag without pressuring me in any way and was so friendly! I’m so happy with the service and the thought jade put into her customer service x

I spent more than $1,300 on a bag and four days later it went on sale for 20% less. I politely asked via email if they would refund the difference. They flat out refused and said I can always return the original purchase and buy the bag again. This is ridiculous as it would cost them labor and money to process the return and ship again, and cost me time and effort to repackage and ship it back, only to have the same bag again. I am talking FOUR days, most other retailers would not hesitate to offer a price adjustment.

**edit** I just want everyone to know, it's all okay now, that their staff referred to me as FRAULEINE because they sent me a candle to make up for the “IT glitch” 😏 and it absolutely wasn't a member of their staff reacting to my OBVIOUSLY Jewish name… it's totally normal for the computer system in the UK to use a word that became desolate in GERMANY in the 60’s.

Tha candle smells nice though.

I would like to preface by saying how much I love Mulberry, I have a large collection and the staff in Bath and Bicester are always outstanding. However I ordered online for only the second time, from Somerset. A member of staff changed my salutation to read an extant German bigoted slur - I received a very half-hearted “sorry about that” and zero explanation of why or what was being done to ensure it would never happen again. I'm actually really upset about it and even more so at the lack of respect. There was just no need for that. I just ordered a bag, and that was it. To face unnecessary abuse is really distressing, and I can't stop thinking about it. From Mulberry, of all places, is a disgrace. The only thing I can think of is that I contacted them to find out when it will be dispatched. I was, of course, polite and respectful, and someone sent a curt response. Is querying delivery really enough to warrant antisemitic bigotry? They then tried to blame DPD, but the paperwork itself has the slur on it, too. I requested new paperwork because one day my daughter will inherit my bag, and I’d hate for her to see it. They sent it a couple of days later. No note of appology, quite litteraly just a box with a new invoice. They ignored my last e-mail querying theirs about IT “fixing” the issue… the whole thing is just really sad and a bit humilating. I cant believe they havent apologised, which makes me think the person/s responsible probably all find it quite amusing.

Quite shocked to find these reviews for a luxury brand. I have purchased 5 bags over the years for my wife. However, following recent service I thought to share my experience and here we are, terrible reviews - had no idea. I ordered a +£1k bag for my wife's birthday, it failed to ship; I chased it and the team arranged another bag to be sent to me, from a store vs. their warehouse - the bag failed to ship again. DPD had the status 'Parcel not received' I chased Mulberry three times, since my first purchase. I a week later, cancelled the order and asked for a refund. I then received confirmation of my 'Returns label, ensure to pack and return' for a product that had failed to be even picked up by a courier, twice. I called again, to be told to just trust the item will be refunded, I have no confirmation of this purchase being cancelled, refunded or where the status even is, just currently a call centre agent advising 'we will refund in 7 days' and an email stating 'return your bag using the return label' it is without doubt the worst experience I've had. I will be convincing my wife to change brands, and TrustPilot now confirms this. Such a shame, Nick.

I received the large Mulberry Boston handbag for a birthday gift. Unfortunately after 2 wears it suffered colour transfer - green dye from a coat. It was returned to Customer Services to see if it could be ‘repaired’. The customer solution was to offer me £210 for it that could be used on Mulberry products. I think this is their usual resale service for ‘old’ bags. The depreciation on this style is astounding . I asked that the damaged bag be returned to me instead. Please don’t buy this bag unless you only wear light coloured clothes - not worth £1395 for 2 uses.

We went to Shepton Mallet store and what a lovely experience it was with very very helpful friendly staff who got quite a selection out for me to choose from and I also purchased a matching purse would definitely recommend this friendly store they went above and beyond to help special thanks to all the staff especially Sadie

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. Was told this in the factory shop.) Their lifetime repair service was also an awful experience. Embarrassing as it was a gift I had bought 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.

Just received my birthday present from my husband Mulberry Darley from Mulberry Online.
My husband asked for a gift note to be added, it was not. The box was battered, and no protection labels/tissue on hardware, all zips open, it looks like this bag as been returned. Although the bag is in good condition. Also no email or text message to say it was arriving. I've ordered many designer bags online and I've always received multiple emails from them to say what stage my bag is at/processing/shipment/arrival date, every stage I've been notified. They always arrive protected. Very disappointed in Mulberry Online, in future will not be ordering from them again.

I couldn’t be happier with my experience with Mulberry. About a year after purchasing my Anthony bag, the stitching unfortunately came loose. I contacted Customer Service expecting it might be a hassle—but I was completely wrong.

From the moment I reached out, nothing was too much trouble. They arranged a replacement quickly and without any questioning. I simply went in, swapped my old Anthony for a new one, and that was it. That level of service is something I truly appreciate.

I’ll admit, I was a bit worried they might make things difficult, but the team was incredibly professional and helpful throughout. Now, two years on, my replacement Anthony is still in excellent condition—and I absolutely love it.

I’ve also had experience with their repair service for another, older bag that had ink marks on the leather. Again, they were extremely helpful and arranged a repair at a very reasonable fee.

Overall, I’m beyond satisfied and would absolutely recommend Mulberry—not just for the quality of their bags, but for their outstanding customer service.

Anusha in John Lewis Liverpool went above and beyond in persuading me to purchase my gorgeous Iris bag! Absolutely delighted with my bag and her helpful efficient and warm manner and personal service keeping me in touch with the arrival of my ordered bag! Top marks to her and to Mulberry!

An extremely unhelpful and negative company when there’s a fault with a bag. As a customer with over 15 bags, over the last 10 years, my last Bayswater strap broke after 15 months. Sent it back and mulberry want £240 to repair it!! Awful customer service of a long and repeat customer. Will be buying elsewhere in future. Surely a £900 bay water should last longer than 15 months?

Wonderful customer service from Faizah with regards to a return posted back to the Bicester outlet. Turned an initially disappointing experience into a very positive one. Thank you!