Mulberry England  Reviews 

I have tried to call Mulberry customer service several times about a fault on my purse got no answer so have sent an email. Guess what -silence. It is true that you only find out how good a company is when something goes wrong and you need help and it is obvious that Mulberry is utterly useless. I will have to try and get my purse fixed at Timpsons but it is appalling that a company that sells their products at such a high price has no after sales or customer care service. I will certainly not purchase anything else from them and would recommend others do the same.

Bought a Day Clipper bag, after light use maybe 10 trips in 4 month the zipper broke, handed it in for a repair at the shop (Copenhagen Airport shop) now after 8 weeks still no idea when I will se the bag again (The shop said it could be all the way up to 9 month) Needles to say that this will be the last Mulberry bag I will ever buy, and goes without saying that people who ask my opinion will be guided to other brands and products - Painful as i love the style and heritage of Mulberry - but this is just not acceptable!

Customer Service is a nightmare
I've ordered a bag and have been trying to return it for more than two weeks now. They are not able to send me a simple return label. I'm speechless and completely stunned how this can be in 2025. I have a feeling it is a cash management tactic, the sooner they give me the label and I return the bag, the sooner they have to refund my payment. It is borderline unethical to hold back a return for so long... Sad for this esteemed label...

I bought an Anthony bag less than 3 years ago (£675) and it has developed several problems, the most serious of which is the leather on the flap has delaminated from the suede backing and distorted, so it looks like a couple of big blisters on the bag flap. I returned it to Mulberry who wanted £600 to repair, no acknowledgment or allowance that this was a relatively new bag. Alternatively they could offer me 1/3 of the purchase price against a new bag - so several hundred pounds of outlay to put myself back in the position I should be if the bag proved at all durable. I have a Bayswater which must be around 15 years old, was in daily use until I retired, and still looks great. There’s no doubt Mulberry quality is not what it was - I note much of the manufacture is now overseas, so either the process or the materials (or both) are not what would be expected of a luxury brand. So if you have an older Mulberry bag, cherish it, use it - but do not be tempted to buy a new one.
Update - Just to clarify following Mulberry’s reply, the bag has already been to Somerset for assessment.

I love Mulberry bags; the quality is amazing. Yes, their customer service needs improving. But what I hate is their super woke (weird) website and gender-neutral models. Nothing on their website is representative of their core customer base. The aspirational image has gone. What has happened to tradition and heritage? No wonder the brand is failing. You've lost sight of your core audience. Go woke. Go broke. Sorry Mulberry, but it's a No from me (and I've got a wardrobe full of your bags). I won't be returning until you change your image. I don't want to be associated with this weird stuff.

I too am dealing with the worst customer service company I've ever had to deal with. My husband treated me to the bag I'd always wanted for my 40th birthday back in April 2022. Within a month, the stitching had all come undone, so I had to go back into House of Fraser in Bluewater which is where he purchased it. They didn't have another one in store, so I gave them my email address for them to advise me when it was in. It arrived at the end of June and when I arrived, it had the same stitching issue so was no good. The lady in the shop was very helpful and called John Lewis in Bluewater to see if they had one. They did, so she ran along to collect it and yet again it had the same issue, so is clearly a big manufacturing fault. I was then told that I'd have to select another bag which I wasn't happy about, but proceeded to select my replacement. I only use my bag on special occasions and recently spotted stitching issues on the D bars and the zip so clearly it's a big issue for them! I've reached out to their customer service team who are so unhelpful it's actually blowing my mind! I've sent them pictures, copies of my receipts, the exchange receipt and the actual bag and they're telling my it'll cost £150 to repair as it's out of warranty. I'm utterly appalled by the service for what is meant to be a high quality bag company and I'd never purchase anything from them again!
The damage to the bag is clearly a manufacturing fault, yet they want to charge me as I've had the bag too long, despite knowing that this is actually bag number 4 and a different style as the previous ones were all faulty too. Absolutely shocking service and clearly I'm not the only one who thinks so! Simply awful!

I am currently in the process of having a bad Customer Service experience with Mulberry. Having been a Mulberry customer since I was gifted one approximately 35 years ago I have bought many handbags, purses and scarves both direct from Mulberry and also from outlets such as Selfridges and John Lewis. My experience with Mulberry has, in the main, been good. However, I purchased a purse from an online outlet recently for a gift. Everything looked in order when it was delivered and I kept it ready for the recipients birthday. I was then told by the recipient that the zip pull was missing. My experience with Mulberry’s Customer Service started off ok and my online contact was very good and helpful. However, since my item has moved to the Lifetime Repair team, it appears to be going nowhere very fast and my experience is very much like all the bad reviews. I was unable to get through on the phone and have resorted to emails. I have had to give proof of where I purchased the purse. They said if I couldn’t find the receipt, a copy of my credit card statement or bank account would help and until they had that they couldn’t pass my purse for assessment. I agree with everyone else who is currently stuck in the customer complaints loop, for a company such as Mulberry to offer such bad customer care is unacceptable. After this experience I won’t be buying anything else from Mulberry and or any outlet with Mulberry on it, ever again. It’s been a very disappointing experience and my item has been with them now for approximately 7 weeks with seemingly no quick resolution. I thought mine was a simple query, can it be repaired and what if anything can they do to help. I have since had to prove where and when I purchased it and supply photographs, all of which has been time consuming, not to mention the fact that I am starting to feel like someone who may have purchased a copy. I thought that the identification disc in each Mulberry bag/purse authenticated it and they could track who sold it? Anyway, Mulberry have been given all the information they requested, but it all seems a bit much for a pull that should have been there in the first place. Sadly, I have to agree that things have definitely gone downhill with Mulberry both in terms of service and their support of customers along with the quality of the product. I too wish I had read the reviews before contacting Mulberry CS for help.

The Mulberry customer service is horrific. The bag I purchased is too small but when I tried to contact Customer Service, the phones are never answered, messages are never returned, emails are unanswered and you are stuck with an expensive handbag that they make it impossible to return. Whenever you need their permission to return an item that alone is a red flag!

I bought my partner a Mulberry bag for a present and she loved it. Unfortunately the clasp holding the strap in place came away as a screw came out, not a problem i thought, I'll just ask them to send me a screw and fix it, job done. How wrong was I, I tried calling and calling but the phones never get answered. Finally I resorted to email, which did get answered after a few days. After a number of emails were exchanged Mulberry Customer Service (and I use the term in its loosest form) agreed to send me a couple of replacement screws the total cost of which was probably pennies!!! Two months later, and after further numerous emails I still have no screws and no idea if they'll ever arrive!! Went to Manchester on Saturday and bought my partner a Loius Vuitton as a replacement, and they treated her like they cared.

I've never left a review on here before, but I've never been so appalled by a companies complete lack of respect for their customers. They really don't desrve your custom.

Take your money elsewhere, you'll get a better product, better service and better peace of mind.

Andy Pearson

I ordered something online and not too many days later I got an email from their courier partner that my order would be delivered in 2 working days. Super quick. Great!

The order doesn’t arrive. I check the status of the parcel and it’s at a distribution centre or airport or something (I don’t remember). I keep checking everyday for a week and a half and the parcel is at the same place. It hasn’t move. I don’t get any other emails/updates from them (Mulberry) or their courier partner so I reach out and explain to them the situation. They say because it Christmas season my parcel is going to take longer than usual to arrive. Okay, fine.

I wait a few more days and still nothing. Same status for the parcel. So I reach out again and ask for a refund since my parcel seems like it’s stuck/lost in the system. They said they can stop the parcel, request for it to be returned and only once it gets back to them, then they will proceed with my refund. I told them to request their parcel back and issue me my refund once they’ve done so not wait till the parcel gets back to them. Why should I have to wait for them to get it back? It’s not my responsibility. It’s their courier partner’s which they’ve made a contract with to take care of their parcels. If the courier company loses it, then the courier company has to compensate Mulberry. I have nothing to do with the journey of the parcel.

They refuse to issue me a refund immediately so I dispute the transaction with my bank. I placed my order on 13th December 2024 and, 61 days later, I got my money back.

It’s a lose-lose situation, I had to waste my time gathering evidence for my bank (emails etc) and write this review. Mulberry had to waste time disputing this on their end, which failed, and now they have a bad review. You could have avoided all of this by either helping my order reach me (which you never did or offer to do) or just sending me my refund immediately since your courier partner’s lost it.

Beautiful products and fantastic staff- makes shopping a pleasure.

I have bought a lot of Mulberry items over many years and have always been pleased with them. I've had occasional problems with items but have had repairs carried out my them (at no cost). The staff are lovely in every store - especially my local Glasgow branch. Would highly recommend for a lovely shopping experience.

Placed an order in the Manchester store on 29th December, which was payment in full, received an email on 2 Jan to say they item was no longer available it they would try other stores. I emailed to say that as it was a gift I would like to cancel as at this point I had transferred the cash to the intended recipient so he could purchase elsewhere. Nothing heard so I again contacted customer services to again request a refund. Several emails later I got a message to say the item had been despatched followed by one with a returns forms. The item had not in fact been sent and I was advised by Jordan in customer services that a returns note was the only way to process a refund and it was nothing to be concerned about! On 8 Jan I received an email to say the refund was being processed and would take 24-96 hours to show, but nothing refunded, so contacted again on 13 Jan to ask for a named contact and email address to make a complaint, this has been ignored. I even messaged via social media and they claim not to have seen my request for a named person, I have sent screen shots of the emails and all gone quiet. I then record a further emails yesterday and today saying the refund is being processed but the last 4 digits of my card are not on the form (where it says it should be) and I’m still waiting for a refund. I have raised this as a dispute with my card provider as I’m sick and tired of chasing a refund for an order they couldn’t fulfil. The telephone number front the website goes straight to answer machine despite me ring at 10am one day and 10.30am another, they say there opening hours are from 9am! I have been a long standing and loyal customer but they will not have another penny from me and if I don’t receive my refund by the end of this week I shall look to make a claim in the small claims court. It’s no wonder their sales have slumped if this is the way they treat people.

Order ref TNZ701862
Returns ref ML002-1-TNZ701862

Customer Service enquiry reference: 01241052 - Jordan “Customer Care Expert”

AVOID

Ref scarlet red Bayswater bag. Here we go again, Mulberry once again you have delivered a used scratched item which is full priced. It Would have been great if it was factory packed and I would’ve kept it. sadly I’ve had to return, again my time wasted collecting from post office , opening and experiencing its disappointing condition, repacking , resending waiting for refund, hoping parcel isn’t lost. Certainly not a luxury experience!

Why do you keep on sending returned items without checking whether they are in pristine condition? These are luxury bags, please please stop sending scratched damage goods just because you want to make money out of customers. A brand like you should value your reputation, but you do not, as this is a repeated experience of mine!

I am deeply disappointed by my recent experience with Mulberry’s customer service team, which has fallen far short of the standards one would expect from a brand of its stature. Despite reaching out with a clear issue, I’ve been met with responses that lack any meaningful resolution or accountability.

In 2023, I resold a Bayswater satchel back to Mulberry as part of their resale initiative, receiving a voucher in return. The voucher, set to expire on 6 January, remained unused as it took me nearly two years to finally find a product I truly wanted to purchase. When I placed my order, I believed the voucher had been successfully applied at checkout. Trusting this to be the case, I discarded the voucher, only to later discover that it hadn’t been applied as expected.

While I understand that Mulberry cannot take every customer’s word regarding unused vouchers, there should at least be a system in place to verify whether a voucher has been redeemed. I shared a copy of my e-receipt with a transaction number, which could have been reconciled against the voucher, but it seems no such system exists—or if it does, this critical information wasn’t communicated to me.

For a company that prides itself on luxury and customer loyalty, this lack of accountability and infrastructure is disheartening and frustrating. I expected much more, both in terms of care and problem-solving. This situation has not only tarnished my perception of the brand but also left me questioning whether I, or my friends and family would choose to shop with Mulberry in the future.

I urge Mulberry to reflect on how it approaches customer service and to consider how situations like mine could be handled with more empathy and professionalism. Implementing a system to track and verify voucher usage would go a long way in preventing experiences like this.

My partner ordered a cream Bayswater bag on the 18th December as a Christmas present for me. He paid full price for a new handbag and I was very excited to finally get it. However, I received the bag on the 30th via DPD and was very disappointed at the quality. The gold hardware was missing its protective stickers and was covered in fingerprints and was badly scratched. The leather was slack, clearly had lost some of its shape, and there was clearly dirt and grime on the bottom and handle of the bag. I’m appalled that your team think this is acceptable for a bag that cost £1300. He has sent customer service pictures and an email detailing all what I’ve listed above, but no reply as of yet. We are both a seriously unimpressed.

I try to buy bags made in England, so when I saw that the pink Bayswater was on sale I checked the description and it said (and still says) ‘ This product was made by Mulberry craftspeople in our carbon neutral factories in Somerset, UK.’ So I purchased the bag.

When the bag arrived the label was in a different harder to see position and when I checked the label is said ‘Made in China’.

I immediately contacted customer services (01240277) expressing my disappointment and that they are incorrectly describing this bag as being made in the UK and now I have to go out of my way to return the item that I would not have ordered otherwise. (It took an hour and a half to find an available pick up point). Please note I also sent Mulberry clear screenshots of the incorrect description.

As this description is false on the bag the minimum I expected from customer support was an acknowledgment of the error on the website and a promise to change the bag description. At the point of writing, this bag still has the same incorrect description.

However, all I was given was a return slip and a paragraph on how they also make things abroad. I explained that I know some of their bags are made abroad but the bag I brought is described as being made in Somerset.

To this they responded ‘I am sorry to for the disappointment this has caused.

I have arranged for the return of the order as you have requested, and this it detailed in my previous email.

Is there anything else I can help you with ?’

I know that errors on websites happen but I am astonished that Mulberry doesn’t seem to want to correct these errors when they are highlighted.

It worries me that there are other customers that read this description, brought the bag and didn’t notice that their bag is actually made in China. Particularly as the label has moved from the top of the Bayswater to the side at the bottom making it hard to see.

For a listed Bcorp you would expect better.

Wish I had bought directly from a shop. My handbag arrived but has a tiny white mark on it. Customer services contacted and agreed to have collected Tues but it wasn't collected after staying home for three hours. My husband had another message saying it would be collected Thursday. An email was sent to customer services asking for clarification but no response. So disappointed and I have no faith now that when collected I will receive a replacement quickly.
In response to Mulberry reply, my messages were sent on the 29th agreeing to a Tues pickup which then didn't happen. This was when customer service was open. My bag has now been collected 2/1 and I hope for a speedy replacement then I can give positive update.

Ordered on the 22nd December in time for guaranteed Xmas delivery. Nothing received ordered still processing and no tracking details. Have emailed no cancel the order. Awful service. Should have read reviews first.

2yr old bag 2 month out of warranty.
Padlock broken and dropped off and lost.They know this is a fault with the Billie but refuse to send a new lock.
Emailed customer services Lilliana and not interested

I am extremely disappointed with Mulberry online. I ordered a scarf for my mum for Christmas. When it arrived, the outer packageing was absolutely fine, it wasn't until I got it out of the plastic bag I could then see the scarf was damp with mould on the label and tissue paper! It has clearly been left to go damp in the warehouse. Absolutely shocking from a luxury brand. I have sent an email with photos to customer service, but still no response. I hope to be compensated for this! Just awful. I won't be shopping online from Mulberry again.