Mulberry England  Opiniões 

Very Poor Shopping Experience for a premium designer bag -following an unsuccessful shopping experience and order attempt with Nordstrom for a different style Mulberry Bag . Everyone states they have them in stock , you pay for the item and then suddenly item is unavailable . I understand that this might happen. It hasnt happened with LV in my experience . My Mulberry item was in “processing “ for seven days before I contacted Mulberry by phone to find out the status . Mulberry website claims items are shipped within 24 hours if order placed Monday to Friday . Keep in mind , Nordstrom had told me a Mulberry bag was available on their site a few days before contacting me to say order couldn’t be fulfilled . I then contacted Mulberry on a Saturday following Nordstroms cancellation and put an order in with Mulberry for a different bag that stated available . Customer Service Representative at Mulberry was extremely cordial ,kind and understanding but sadly , Mulberry must be too global now . They cannot back up what they advertise nor realistically manage customer demand globally.
I did receive credit for the cleaning gel that arrived speedily as promised from the New York Store ahead of the bag mbut sadly I don’t have need of it -I don’t own a mulberry bag ! I’m disappointed .
I’ll try again sometime -perhaps calling the New York Store before ordering if a style comes back in stock once we get past the new year and the holidays maybe even if it goes on sale . Then if I’m told at time of order that there is a delay in locating one “give us two business days to find out” , I may be willing to wait . It’s just not the experience I’m used to having when I am paying for a premium product. Perhaps the third attempt will be the charm for me . In the meantime , I’ll purchase a Coach Bag .

I ordered two bags, and received only one. Both bags have been payed.
I contacted the customer service three times. Two times directly, and one time via PayPal. No reaction.
I will hand over this matter to my lawyer.

I had a bad feeling ordering in a non-EU country for such a high price, and regret it so much. Will never do that again. Very disappointing...

I have ordered a few items from them all in january 2024, had to return a few which you get no updates about, whether it has been received by them it if the refund is being processed, nothing! but my latest buy is still available on the website i had paid for it on the 18th jan and after numerous calls asking its whereabouts, speaking to multiple staff on the phone i have gotten nowhere. They haven't sent my item and keep telling me they will contact the warehouse. I have emailed several times and not one single response back!! their customer service is appalling! I am still waiting for an update on my bag and some communication from them. I need the bag for Tuesday next week and i doubt it will turn up. Customer contact centre is a complete shamble.

Hello,
The review is about Mulberry Customer service. Through their website and on hold voice messages they talk about their amazing service. It’s just not the case.

On Tuesday I bought a bag online that was on sale. Great I thought. 10 mins later receive email, item is out of stock and now not available. In todays day and age that’s not good. Gutted. I checked again, 10 mins later item showing available once more. I called Mulberry, quoting my original order no. I was told item is out of stock. I explained showing in stock. But was told computer says no. And that there was no stock in the warehouse.I was told that I would have to try one of the outlet stores, but the price may vary. I really was expecting Mulberry to help a little more. It was up to me to source stock. 20 mins later stock was still showing so I ordered again and this time no cancellation email. I continued to check through the rest of the day and stock was showing. I believe because I bought a sale item at a good price, no one really cared. It was my perseverance that allowed me to buy the bag not service that I received from Mulberry. When a Global company has only 2 stars on trust pilot they’re something seriously wrong. I think bargain hunting general public clearly are not held in the same regard as perhaps some of their other customers. A very poor and frustrating experience.

I purchased a card holder, The online images shown the mulberry tree imprinted on the item. I contacted Mulberry that came back to me to say that this was a mistake and the item doesn’t have this imprinted as another item they have in a store doesn’t have it imprinted either.

This is clearly a case of they should have it imprinted but due to a manufacturing issue it hasn’t been. I’ve since emailed Mulberry again to ask a question and I’ve been ignored twice since I asked for a good will payment in a refund or I may return the item.

This is really poor and to just be ignored when your company has made a mistake is wrong. This is clearly miss selling. Please could I get a response from you or I will seek to do a charge back.

Unfortunately, the customer service isn't their strength.
I sent a few emails weeks ago, still waiting for a reply. It's like no one is actually reading it.
I am also questioning the fact that none of their products has an option to leave the review. It would be helpful to read peoples' opinion about the product, before I buy it.

Went to buy a handbag as a birthday present from my sister. The team at Mulberry Covent Garden were incredible. They gave us drinks whilst we shopped and told us all about the history of the brand. They also gave us a bottle of champagne as it was for my birthday. I am so happy with the bag, it was everything I thought it would be. Highly recommend going in person. Thank you Covent Garden Team

Tried ordering a bag online, but the site wasn’t working for some reason. Tried calling the store which was out, so I emailed customer service. She replied that there was one bag left and that I should order it online and logged off for the day - which I had just told her was not possible. I tried anyway, in different devices, but no success. The next day I receive a new email at midday telling me to call in to order it. So I do, and guess what, the bag was sold out. Which means after phone calls, numerous emails and an expensive international call, the only thing I get is an I’m sorry. What a huge waste of my time! They didn’t even try to correct the situation by offering me another colour or a different bag. After buying many mulberry products, I’m definitely not buying anything else if this is what their customer service is like. Extremely disappointing!

Edit: I see I was not clear. I reached out to customer service to buy it, she replies that they have one, but doesn’t actually help me buy it, but refers me back to the online site that wasn’t working for me - which then made the bag sell out.

As a loyal customer, I have always found shopping online at Mulberry.com to be an amazing experience. And Christmas shopping this year was no exception! Decided to order a Mulberry handbag at the last minute on December 22nd, amazing service as my parcel arrived on the 23rd! I am so impressed at the efficiency and helpfulness by staff over the Christmas shopping period.

I was thrilled to be given a Mini Alexa for my birthday and because I wanted to make sure I keep it in good condition I visited the Mulberry concession in John Lewis Brent Cross to ask for advice.
I want to say how helpful and pleasant the staff there are, particularly Ruth, who gave me advice on cleaning, waterproofing and even how long the cross body strap should be.

Mulberry bags are quality. I bought the congo purse for myself, my sister and my mum.
It was a good service then and today after I spoke Mariana from the Operations team at Regents Street I confirmed that nothing has changed.
She was courteous and eager to help.
Within minutes she was able to provide me with all the information that I needed.
I will buy another bag from Mulberry

If I could leave zero I would! There are much better brands with far better customer experience. Don’t waste your money. Absolutely horrendous service!! They sent me a used/display bag with no box and spoilt tatty dust bag. I’ve seen other reviews exactly like it so a common occurrence. They then tried to offer a miserly 10% discount and offered to repair what is supposed to be a new bag which can take up to 14 weeks!!! Absolutely shocking! What a shambles of a service and Laura who is supposedly a manager handled the process extremely poorly and did not care that the complaint may go to the ombudsman. It seemed like she was encouraging it! They refused to pay out £46 more than what they were offering as a further reduction for the extremely poor service experiences and their poor handling even though I’ve spent thousands on their bags! Clearly not doing well overall if they’d rather lose a customer over £46!! Asking me to provide photos but backtracking and making a decision without photos provided!

16.10
Order made

17.10
Order dispatched.
First tracking number by UPS, incorrect shipping address.
First call to Mulberry customer support to report incorrect shipping address.
Email received from support confirming my address which I did.

18.10
Email confirmation I received the incorrect tracking information.
I was also asked to check the postal code as they could not find it.

This is when I replied that there might be issues delivering to my location. If you are unable to deliver to my location, I would give another address.

I received a new tracking number.

19.10
The shipment was returned to sender.
I received a new email (separate thread) asking about the delivery address and replied again that the postal code is correct. I copied in my previous reply and added “Considering the previous communication I thought everything was fine”. So again, I lifted that it if not possible to deliver here to let me know.

20.10
I did not receive a reply to the aforementioned message but in the first thread with support. There it was informed of a delivery disruption and an urgent redespatch was requested.
New tracking number was received. It was also raised with UPS to ensure no further disruptions.

23.10
I called support again as the update on the tracking was that UPS needed clearance information. I never received an update after the call nor did I get one on the email I sent that day.

25.10
I sent another email in the same thread. During that time I had received a new tracking number but no updates from anyone. I asked for an update. I did not receive one.

30.10

Still not having received an update I called your support again as I had yet to get any updates. After the call I got an email to summarise the call.
Issues were raised with the management team at the European warehouse. Correct documents were sent to UPS. Reached out to UPS to get clarity and that I would be updated.

31.10

A new tracking number was sent after management team advised they had rectified the issue.
UPS needed specific documents and it was believed everything was in order.

2.11
A new email that the delivery was, again, returned.
It was escalated to management again as everything was done correct.

6.11
I reached out as I had yet to receive an update on my order.
The reply was that UPS had collected the parcel today. All documents should be sorted.

8.11
Support sent an email to let me know that it appeared the order was returned to sender again.
After speaking to the shipment team they think that UPS will keep rejected the delivery to my location. Now I was asked about the possibility to send to another address. 20 days after I offered to look into this if it was not possible to ship to my location.
At this point I requested my order to be cancelled and money returned to me.



9.11

It was confirmed my order would be cancelled and refunded priority today and the money expected to be returned within 72 hours.

24.11
I contacted support again as I had yet to receive a refund and no updates.
To my surprise I was informed that you were having issues with your internal systems which caused delays in refunds. So a two week delay without any information.
That same day I did receive an email “We are processing your refund”, after I sent an email to ask what was going on.



27.11
Refund received.



All in all, I called your support five times. It took 23 days before asking if it could be sent to a different address. 10 tracking numbers from UPS. Around 25 emails with support where I had to ask for updates myself most of the time. More than two weeks to get my refund back which I only got after contacting you again to ask what was happening.

Poor customer services. Phoned Mulberry customer services 2 days ago as my newly purchased purse zip was faulty and the packaging was damaged. Lady I spoke too was obviously in a hurry and told me she would send me a link email to upload some photos of the damage so I could get an exchange.
I cannot access my account to get a returns number as I recently changed my email address so I asked about this as well.
So far still waiting. Next time will order from another retailer with better customer service
Considering Mulberry is a luxury company their customer service doesn't reflect this !

Thank you for the amazing service, I absolutely love my bag I will definitely be buying again in future

My husband bought me a beautiful mulberry bag for my birthday. Unfortunately the stitching that secured the handle started to come loose in 3/4 places after 1 month of regular use.
The retailer he bought from refused to do anything meaningful to help, so to gain some understanding of what we could do, took the bag into the Mulberry store in St Christopher’s place, and then team couldn’t do more to help. They immediately confirmed that the stitching was faulty and exchanged it for an ex-display piece in perfect condition. The service was exceptional right down to offering me a drink while I waited.
What went from a very negative start was 100% turned around by this experience. Thank you!

Purchased a very expensive Bayswater handbag was due to be delivered by DPD. Unfortunately your courier was unable to locate a 250 year old cottage. I didn’t get a good experience on my first call to customer services. I am absolutely shocked. End result, you lost a sale, I get my money back ….eventually. Would I use or recommend Mulberry NEVER

My husband bought me an Anthony bag and after minimal use the brass finish on the Mulberry plaque has worn off making it look like a cheap market fake. I contacted customer service and was told that tarnishing is normal ( it is not tarnishing the finish has worn off) and to take it in to a Mulberry store to obtain a quote for a repair. I am disgusted that customer service are proposing that I pay for a repair on a faulty item. Definitely not a luxury brand, just a rip off.

After leaving this review customer services contacted me with an incredibly patronising email saying they would replace the plaque for £80. I really can’t believe they have the nerve and if I could leave less than 1 star I would.

I am from Norway and purchased a Bayswater tote from Mulberry online because we didn´t have the color I wanted in Norway. The bag arrived in my mailbox wrapped only in a taped paper bag from the store, pluss the delivery paper bag on the outside. Essentially the bag was unprotected from whatever happened on the journey from England to Norway. I have purchased bags and shoes before (not from mulberry) and they always came in a box or other types of protection. The bag was in ok condition, except being flattened. Would not shop online at mulberry again, weird experience.

I have purchased multiple leather items from Mulberry in the past. One of my most recent purchases was a bag around 8-9 months ago. The chain of the bag unexpectedly snapped and I contacted Mulberry customer services expecting the chain to be fixed or replaced. This was on 29th June 2023. Since that time, I have been sent two broken chains through the post, I've been offered differing ways of the issue to be resolved - one of which was to send the bag back, to have yet another chain sent out or to just be sent a replacement bag. I chose the first or the latter as I didn't want yet another broken chain. This was ignored and I was told yet ANOTHER chain will be sent and promised it would be resolved this week.

I've not received the chain and the matter is still left unresolved, over 3months later.

I'm beyond fed-up and as much as I love their designs, I will not be purchasing another Mulberry item and I certainly will not be recommending them.

My hope is after this review, maybe, just maybe the matter will be resolved??