Mulberry England  Reviews 

So I went to Bicester village to one of the special day sales hoping to buy a bag, I saw some fantastic sunglasses which had label on reducing them to £80 when I went to the till a sales associate offered a new boxed pair. on opening it was the wrong pair so the girl went to get another pair I asked for the box to be opened and she tutted and started ringing the up in the till. Again they were the wrong glasses when I highlighted this I was told the ones I wanted weren't in the offer I highlighted the tag but was told the sign by the side on the glasses stand said 'from £80".
I have never before been made to feel so embarrassed and unworthy to buy in a shop so I left with no purchase and went to Loewe and had the most amazing experience.

My mum went back to Mulberry about a hour later and saw the tag had been removed.
I Worte a letter of complaint to Mulberry head office I was promised a response within 3-5 days I waited a month and I re sent my email. I was then contacted and told the CCTV had been reviewed and as good will they will reduce my purchase to £80, however if the CCTV had actually been reviewed they would have seen no purchase was made.
So disappointed as I save hard to buy capsule items which are treasured and Mulberry to me is a British institution.
Perhaps management should employ one of the ladies in our local Tesco to train there staff in customer service skills, she has impeccable customer service and doesnt work for a company who charges hundreds for a bag and treats customers with such distain.

Would not recommend there buy back scheme scam springs to mind.
Tried to sell back a bag in brand new condition bag brought for a £1000 they are currently selling exact same bag secondhand same condition for £775.
They offered me £150 !
While I understand Mulberry is struggling financially I do think they wouldn't if the supported there customers while I understand they need to make a profit I do feel a profit of over £600 is abit overboard in a words! And doesn't make me wish to support this company further! Having brought 4 bags previously .
I would advise anyone to sell privately and not allow yourself to be at such a loss

Hello

I purchased two bags from your official website and it's been 7 days and they still haven't been dispatched and the order status still reads "processing" on my account.

I've reached out to your Customer Care team as well as the email address you listed online for Australian customers, so far zero response!!!

This is my fist time purchasing from Mulberry online and I really hope this won't be my LAST, as I am very disappointed at the service at this stage.

Please provide an update and action on my order at your earliest convenience.

Thanks!

Ordered a bag as a special treat - they told me it was no longer in stock, didn't refund me automatically, I've had to chase. They also said they'd try and find me a different colour bag, but in reality didn't respond. Really disappointing for a high-end brand.

The bag I ordered arrived with uneven stitching on the front, contacted the customer care days ago, when the item arrived, but I couldn't get a response. How a £600+ bag could pass the quality check with botched stitching is beyond me. Will update my review after I received a reply from the customer service, have no high hopes after reading the comments of other customers, though.

Update: as I expected, customer care not so "caring", 7 days after contacting them, still couldn't issue a return form for the item to be inspected and to resend a new one, bear in mind, I mentioned in my first email, I will be away from the city so timing is really important for me. Will never buy from this company again, I hope their customers wake up and won't ignore this nonchalant treatment the brand stands for.

I bought a beautiful bag some time ago which I've used fewer than 10 times as it's a bright pink colour. I took it on a weekend break recently and the plastic disc from the press stud fell out, shattering into pieces on the street and leaving glue residue visible on the press stud. Their repairs service has quoted me £102, to glue another small plastic disc in place. Ive asked if I can be supplied with the plastic part myself to glue better this time round but apparently this is a job only the artisans at Mulberry can do. How they can justify this cost for such a basic part, that shouldn't have been made from such cheap materials and then applied so poorly in the first place, is really questionable. I buy Mulberry bags, clothes and shoes several times a year since 15 years but this experience has left me with a really negative feeling towards the brand.

Ordered a bag for 1-2 day delivery didn't receive as the order was in pending with no response from anyone, had to contact mulberry as this was an anniversary gift, they said they had issues with the warehouse and they were going to contact me and id have to wait a few more days with no offer to resolve.

Ended up canceling the order as service not that great and ending up repurchasing from John Lewis for next day delivery for more money.

Ideally not great.

Customer service leaves a lot to be desired. I was assured I’d receive an email with an update later the same day. Still waiting 4 days later.

I treated myself to a Poplin Blue Bayswater but jokingly told the lovely lady in Customer Care that, in fact, it was my cat who bought me this bag. Long story short, she liked the story so much that she sent my cat a lovely treat bag, a miniature Bayswater, for being such a good boy! He's a tuxedo and likes to dress stylishly! ( I wish I could attach a picture of him claiming the bag as his own!)

I have always loved Mulberry's design: a good, solid British company, high craftsmanship, useful and stylish designs, lovely people to talk to who express themselves eloquently, and fully working phone lines. I am most certainly not a big customer; buying a Mulberry, is always a special occasion!

Highly recommended!

Another excellent experience. We visited the Manchester store last week to buy a wallet while staying in the city for a couple of days. The service was excellent, as ever, and the staff were so friendly, helpful and patient! As a loyal customer for over 30 years, I still love this brand.

Really shocked at how unprofessional the buy back service is. I sent pictures of my bag and was offered £80 for a bag that I would say is in very good condition. I was told that if I had proof of purchase then this could change the valuation. I sent the proof of purchase and was then offered £70 for my bag but as they’d previously offered me £80 they will just go with that!!
What… does someone just pluck a figure out the air and go with that!!
I’m sure they’ll then go on to sell my bag for £400/500 absolutely disgusting

Your enquiry reference is: 01450099

I have ordered several bags from mulberry, and have had contact with their customer service department who were very helpful. I can't believe all the negative reviews from a reputable company.

Purchased a preloved bag for £700

Bag arrived on time and all boxed/bagged as expected.

Unfortunately the bag had been really badly stored so all the straps were bent in the wrong direction/really creased and the bag was really dirty. It is usable and needs to be professionally refurbished and cleaned

Its not been expertly refurbished by highly skilled artisans as it's not even been wiped or properly packaged as stated in website

I'm returning the bag and having to wait over 10 days for a refund

I have requested for my personal details to be deleted/removed, and I withdraw my consent for Mulberry to keep my personal data. This is because I only ever placed one order with them 10 years ago. I will not be shopping with them again and want my data removed as per my rights to be forgotten. I have provided everything that they need to delete my account, which matches the details they already have, however they are asking me to provide my “Passport, NHS card, and driving licence as supporting ID”. This is wrong and a breach of GDPR!!!! why are they asking me to send this type of identification, when it is for an account that has only been used once. It does not state that anywhere on their privacy policy. WHY DO THEY WANT TO KEEP MY DATA??? There is only one order on there that again was placed 10 years ago!!!!! My account should already be deleted due no activity. Most companies have an option on the account page for the customer to delete it without contacting them. Such a backwards company. I have done the same request to other more premium companies, and none of them has asked for more personal details for them to keep and store.
**** “No, company is permitted to hold your data indefinitely, even if you only placed one order with them. Under the UK GDPR, data should only be kept as long as it is necessary for the purposes for which it was collected. If the data is no longer needed to fulfill the original purpose (e.g., processing the order), it should be deleted.”****
I have been demanding to speak to a manager for days now, and the customer advisor is refusing my request, they said they want me to send extra data for them keep and store, basically stealing it, and then I would need to ask them to delete that information. Absolutely disgusting!!!!!! Do not create an account with Mulberry, just go direct to the store, or they will keep your data and use it!.

Mulberry are the only company ill buy designer bags from, ive loved them since 2007. Unfortunately the liking of one of my bags was faulty, I didn't initially have very good customer service but this was store specific and cannot be generalised to all of Mulberry. I escalated my concerns and was given and immediate response and resolution that exceeded my expectations. Mistakes are made but how companies come back from that to their valued customers is what counts. Putting 4 stars for now as I'm waiting for my bag to arrive, once it does I will change to 5 (just in case!)

I recently bought a bag from Cheshire Oaks Outlet via the Whats Ap/online appointment. I have done this via varying Mulberry stores many times. As usual, the service was excellent & delivery was fast. My issues started when I tried to return the bag, the first time I have tried to do so via an outlet. I have completed 2 online forms (within the return period), each time waiting over a week for a response but receiving no more than an acknowledgement. I then emailed Mulberry customer services directly to no avail. I have also emailed Cheshire Oaks, again no response. They are brilliant at sales but terrible if you want to return. I now have a bag I do not want & am still waiting for a response. I have bought over 10 bags & purses in less than 2 years. At this moment, I am sad to say that I will not be buying from Mulberry again, as this is not how any company should treat loyal customers. I’m genuinely shocked re how bad my experience has been, clearly not the company I thought they were (ref - 01380522)

Update 5th June - still no news from Mulberry despite completing their online contact form multiple time & emailing their customer service, along with their response on here stating they would “reach out”. Such a shame!

Update - 5th June - Mulberry have contacted me today & arranged a return. A very positive contact/step. If all goes to plan I will revisit my rating.

I purchased a Bayswater satchel in Black Cherry. The bag was stunning and wonderful quality. Unfortunately it was more red toned than it appeared online and didn’t match my existing boots, belts or shoes which are more browny-burgundy.
I packaged the bag carefully and returned using the prepaid label. Unfortunately, the bag did not make it back to Mulberry and an investigation was initiated. I am disappointed that it took me chasing this, rather than Mulberry alerting me to an issue.
Six weeks of correspondence ensued, whilst my credit card balance accrued interest. Throughout, Jordan responded in a timely manner and was professional and apologetic throughout.
Eventually, I initiated a chargeback through my card provider. Within 24 hours, I had notification of a refund. Whether this was due to the chargeback or a coincidence, I am not sure.
This experience has not deterred me from a future Mulberry purchase, however it has put me off ordering a high value item online from any retailer. As the products are timeless and so beautifully made, I would purchase directly from store, to avoid potential postage mishaps in the future.

Emailed customer service re a needed repair for a bag that’s not listed I. Their website, not heard a word back not even a holding email, pretty disappointed, to say the least. I mean how can any company deliver this terrible service. I was due to buy another bag but will take my business elsewhere !!

Recently purchased a Mulberry bag from Cheshire Oaks Mulberry Outlet, via telephone. I have a few Mulberry handbags and am very particular about the condition of the bags that I purchase. Lucy went above and beyond to ensure that I was 100% happy with the bag I was buying, providing multiple photographs, descriptions and either confirming my observations or clarifying what the photographs were showing. I have found all the CO staff to be very professional and helpful, but Lucy… you’re my favourite 😘

Two Mulberry messenger bags with two different faults. Both faults I strongly believe were manufacturing faults. Mulberry charged heavily for both and made no attempt to ‘present’ the bags on their return. I complained by email about the pricing of the repairs and the state of the returned bags. I received a long standard response from Emily in “Customer Care” on Mulberry’s policy’s etc… Emily had no actual idea what my bags looked like, their faults or even bothered to look into it although she would pass on my feedback. There was no breakdown of repair costs, just a paragraph on high costs because of the skill set of the repair department. Her response for the terrible look of the bag, was that tidying up the bag might compromise my wishes for a vintage look. My bags aren't vintage and I was never, ever asked for my wishes although I do know that I would have liked to have been asked and I would definitely have liked my bag to look a lot better than it did. I believe Mulberry abuse their position on repairs. I pointed out the bags faults in store. I insisted they were manufacturing faults to store staff and was told they had to be sent away for assessment. There is a 12 months guarantee, no ifs, no buts, even if the bags are barely used. Some time later I was informed by email that the “Lifetime Service Centre” decided that my bags faults weren’t Mulberry faults - no explanation, no chance to challenge. Take it or leave it. I could pay up or I could lose the use of two expensive bags. Not much of a choice if you ask me so I had to go ahead with the repairs. To then receive a bag back in poor condition, was heart wrenching. So I am now left with poor customer service, and Emily’s patronising final words - she’s hoping that I love and use my bags for years to come! Well Emily I sadly haven’t felt up to using any of my Mulberry bags since my experience…. I just feel miserable, ripped off and probably won’t walk into a Mulberry store again in my life.

UPDATE/RESPONSE My bag wasn't within the 12 month period. It was just barely used. Again, no one has read my complaint, nor looked into my case, just offered a standard reply.
My fifteen year old cross body Hermes bag has recently been repaired in Italy. The catch failed and apparently it shouldn’t have, it should have lasted a lifetime! It was returned at no cost to me. It also came back with a new dust bag beautifully presented. Goodbye Mulberry.