Mulberry England  Reviews 

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.

After purchasing an amberley black large satchel in Feb, the bag developed a fault within 4 months. I had an awful experience with customer services giving conflicting messages, resulting in the bag having to ge sent off for repairs. I dropped my bag off in store, again poor service with the colleagues fumbling about to process the repair order. Despite being a simple repair, my bag has now been with the repair team for 9 weeks. Zero contact during the first 8 weeks (despite being told it would take 3-4 weeks... far too long anyway for a simple repair!). I emailed, called multiple times, no response. We are now in week 9. I eventually found another email through chat gpt and recieved a response, however despite replying within a couple of hours, it took another 2 days for anyone to contact me again. No update on my repair despite asking multiple times when I will get my bag back. I have also asked for a manager to contact me and for the complaints process. Mulberry have failed to provide this so far. I can only presume that the lack of response means they can not locate my bag or have not completed the repair. Probably the worst customer experience I have ever recieved which is shocking given this is classed as a luxury good brand. I've not been offered any formal apology for my experience so far and there seems to be no urgency to return my item to me, that is worth over £1000!!!!

Wow Mulberry you really have gone downhill. Returned a bag still under warrantly due to gold hardwear tarnishing they took the bag back and replaced some of the parts with issues but not all , after a month the bag was returned so I contacted customer services and they arranged to take the bag bavck.
Not one apology or acknowledgement of the fact they forgot to replace some of them and now an email saying I have to pay for a repair !!! Cant get through on the phone, have to send an email and wait .
Come on Mulberry ive spent a fortune on your bags over the last few years but your customer services has seriously gone downhill and reading other reviews it would appear I am not the only one. Next stop I think has to be trading standards as you have broken your agreement with and you are still in possession of my bag.

I already have 3 bags which I have had no issues with. I bought the Billie recently and the strap keeps coming apart and the bag falls to the ground. when using I have to continuously hold the strap. Very disappointed indeed. Probably won't buy another bag in the future from this brand

Absoloutley disgusting, I ordered a bag for my wifes birthday on October 11th for delivery on the 12th. The item was shipped and never arrived. I contacted Mulberry customer care via email and was fobbed off for the first week. Then, no contact at all for a further 3 weeks. I am emailing pretty much every day at this point requesting a call but no-one is bothering to either reach out of even read the emails, and the customer care phone number just directs you to email them.
Disgraceful.

Bought a bag and wanted to talk to the customer support about an issue which is time sensitive... They provide a phone number which is not monitored, just an automatic recording asking to send them an email. I sent an email and used the form on their website , still waiting for them to respond 5 has passed ... Surely in 2024 you can do better for a brand which is positioning itself as luxury

Bought a bag which is just out of its guarantee, (clasp tarnished ). I can honestly say I have never dealt with such poor customer service that clearly have no compassion or service skills when dealing with a complaint. Please be aware they are not interested once you have purchase your bag, word of advice don’t bother save your money. The reply from Mulberry I find really patronising. Don't say I did not warn you.

I have just been to the Molby and it was a fantastic Sunday lunch staff were fantastic. Quality was exceptional. My partner was a vegetarian. She had the nut roast and she said it was absolutely amazing. I had the beef which was exceptionally good too. everything about it even to the staff were amazing. I look forward to visiting the Cabe again thank you guys.