Mulberry England  Opiniões 

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.

I placed two orders on Mulberry.com on December 7th, with a stated delivery time of 3-5 days. It’s now December 18th, and I still haven’t received my packages. I have contacted customer service but have not received any response yet. Very disappointed with the lack of communication and delay.

I purchased 2 bags totally over £2000. They were not suitable do I returned them to the bath store and was told I would get a refund within 5 days. It is now nearly two weeks and I’ve heard nothing. I sent an email which hasn’t been replied to - only an acknowledgment. This is very poor customer service and needs improving if I am going to purchase anything from them again.

Absolutely disgraceful!! £1500 taken, short dispatch note saying UPS will in touch, no tracking. No contact from UPS. Mulberry customer service lines not answered just go to a message box which is full. How can you run a company like this? 10 working days to have an email answered!! When there was a drivers shortage at Amazon all the management were given vans and sent out to deliver - This is exactly what Mulberry should do, get the management to answer the phones! With their current attitude I can't see this company being around for much longer.
Reply to Mulberry's reply:
Thank you for your reply, but you have not approached the main complaint, that it takes 10 days to answer an email. For goodness sake, get some more people in! Most online companies answer within hours sometimes minutes. To take days and 10 at that, is an insult and just not acceptable.

Customer service non existent

Customer service non existent, placed an online order with them still hasn't arrived, no communication from Royal Mail, tracking link dont work, no one answers the phone takes at least 7 days to reply to emails have had mothing back from them as yet.
AWFUL

Spoke with a very rude lady named sue I may have been ringing in a work related context however this will affect my decision on any future purchase and will also relate to a return of an item has I am within 14 day receipt.

Utterly disgusted with the lack of customer service!
Appalled that a very expensive bag has a problem with the stitching after being used only a couple of times - got in touch with customer services and it took many emails before I got a response.
I was told that a courier would collect the bag and to would be returned in 2-3 weeks.
Now I’ve been told a courier won’t collect - I have to take it to a drop off area which is a huge problem for me.
Also I’ve been advised it will take around 3 weeks for them even to respond!
The emails are worded very badly with spelling mistakes etc - the telephone number doesn’t work, this company is a joke!
They don’t even have my account details correct - they show my bag as having been returned and refunded which it wasn’t!!!!
They charge a LOT for these bags and then they don’t care .
I’m sad to say Mulberry is NOT what is used to be- I have my eye on another bag but I think I’ll be purchasing a different brand - this is ridiculous!

And Mulberry - please don’t simply reply with your usual reply - it’s not doing you any favours

Bag delivered yesterday with flaws. Called the customer care number which is on a message for you to email and have done so. Have been online to see how to get a replacement, however, no information available as bag was on a Black Friday promotion and the price has now changed. Contacted the Mulberry store enquiring as how to get a replacement and sadly they could not help. When querying customer service response time with them I was told seven days! I have several Mulberry bags and have been delighted with them, although it should be noted that have bought them in store. I will wait to see how this unfolds, however, I am unlikely to order with them online again. No live contact with customer services not even an auto response to acknowledge receipt of email and seven day response time is beyond poor!

Update 19th December: Mulberry have replied on here but no response to my email and well past 7 working day response time. And no, I’m not prepared to put my order details on a public forum. I took a chance and carefully steamed the marks/creases out which worked. This said I will not purchase again from Mulberry either in store or online. I say this because as a long standing customer I do feel that the quality of the bags and hardware is not what it used to be. They also offer a repair service (which I have used), however, with their current customer service set up this would pointless.

I contacted Mulberry Customer Care on 20th November 2024 after noticing the plaque on my new Mulberry bag was scratched. I received the order 23rd October (W56678063)
I received a nice response from Selma a few days later, apologising and advising me I could obtain a replacement.
Due to the issue with the bag, I requested a refund as I believe it is a fault with the bag and is likely to happen again, so did not want a replacement.
I was advised I was out of the timeframe to receive a refund, although I had not had the bag for more than 30 days.
I therefore requested a different replacement bag, advising I would pay any difference in price.
Again this was rejected and I was advised I had to have the same replacement bag (what Company would not want a Customer to spend additional money!)
I responded to Selma, advising her of my disappointment with the response so far, considering the luxury Mulberry brand and the costliness of their products.
I have asked whether someone can ring me or provide me with a number to contact them.

It has been radio silence since....

It is very disappointing considering I have been a loyal customer for a number of years and own several bags.
I have lost faith in the Brand now and would just like a refund and resolve the matter, so I can purchase a bag with a Company who may place more value on customer service and how they treat their Customers.

I ordered a handbag on Sunday 10th, was charged postage which I shouldn’t have, (email sent), delivery was 3-5 days. Friday 15th I tried contacting customer services but you can’t phone only email, so I sent a 2nd email and now discovered my pending cc charge has disappeared, so no handbag and no idea what’s happened and no contact. Really bad service

Impossible to actually get hold of anyone or for customer services to respond to an email. Ordered a rather expensive bag for special anniversary tomorrow and had to pay extra for special delivery (1-2 days) to ensure it would be here. No updates, no tracking ID, no sign of the bag yesterday (Weds). Sent emails to Mulberry with no response (7 days is appalling), tried to contact a store (who simply can also only email it seems). No idea if bag will arrive and now seems very unlikely. Huge disappointment from what I thought was a top brand.

I really wish I read the reviews first regarding online ordering. I've ordered an Antony bag and it's been radio silence since then. My online account status for the order says "Processing." I've called the Customer Don't Care line - no response. I've emailed and received the customary, "we'll be in touch."

I have been a Mulberry customer for over 20 years. The decline in their service has been so disappointing and very sad for what used to be a luxury brand.

I would suggest to anyone to AVOID ordering online. Go in store, or try John Lewis.

I sent my bag 6 weeks ago and was looking at resale to purchase another bag. I declined their offer and it took 6 weeks to get it back to me .I should receive it back by the end of the week. Appalling service false promises. I have a few mulberry bags and purses ,I will not buy anything else from them. Totally disgusting service. Shame on you

So disappointed by the decline in Mulberry. I've bought a number of their bags in the past, but am sworn off them now. Despite the relatively high price point, there is no customer service phone line available, just an email address that isn't responded to - one star feels like too high a rating as there's no service provided to rate. The quality of the bags is still OK, but has decreased - lacking the attention and detail of previous years.

UPDATE - perhaps the (minimal) effort that they take to respond to these reviews within 24hours would be better re-routed to actually responding to customer service emails in a reasonable time frame.