Mulberry Reviews 808

I couldn't decide between 3 or 4 stars...

PROS - They actually replaced my $1700 mattress after a large stain that would not come out! I was worried I'd never get here.

CONS - It took 9 months. Once I submitted my claim, they transferred me to Guardsman who sent me multiple solutions including a cleaning kit, then a professional cleaner, then another professional to look at it when the stain wasn't fully gone still. This is all fine, but the communication was terrible and probably why it took 9 months. It was very difficult to get ahold of anyone most of the time, I had to submit "new" claims 3 different times to get someone to respond to me. And they never contacted me with updates or next steps like they promised they would so I would wait forever and then go through hoops to follow up with them instead. Overall a huge headache. But finally paid off thank the lort.

Mulberry handled my claim quickly and professionally. They are fantastic and provide wonderful customer service!!

Great communicators and great customer service. I was impressed by their responsiveness, patience, and help problem-solving.

Bought this warranty for out my outdoor rug only to be denied. Basically they want you to submit a claim once the smallest little thing happens, rather than when it actually needs to be replaced. The rug basically fell apart but they don't seem to care. Don't waste your money - such a scam.

Helpful and quick to respond to questions or any issues.

I bought a draw leaf dining table from Downeast in November 2022 and with it purchased a 5 year warranty from Mulberry.
In March of 2023, I pulled out the leafs and saw that one had dropped significantly.
I filed a claim with Mulberry. It took them many weeks to offer me either money to fix it myself or they would send a repair technician to look at it. I took the technician visit.
He came almost 3 months after I had filed the original claim.
He determined that the table was warped.
Downeast said that was impossible because it’s MDF and MDF can’t warp. Any wood worker knows that’s not true.
Mulberry offered me repair money, which I took because, although the table top was warped, the dropped leaf was repairable.
On July 1, 2024, I filed a claim for the warped top.
Mulberry’s response, on July 18, was, my warranty was cancelled on July 18. I can find no way to contact anyone to argue this.
My request, when I filed the most recent claim, is to be refunded the purchase price of the table so they have arbitrarily cancelled my plan because they don’t want to pay for the damaged table.
DON’T PURCHASE FROM MULBERRY. They will not likely honor the terms of the plan.

I purchased a few leather couches that were damaged by my teenager. Lucky for me I had insurance through Mulberry. My usual thinking is insurance isn't usually needed because the insurance usually expires before something happens. I can admit to being wrong on this one. The process wasn't perfect but I chalk that to my lack of dealing with things like this and my impatience. I would tell anyone I know this is a top company and protect those expensive items through this company if you have a choice.

The main circuit board in our GE dishwasher was damaged in a storm on May 25, 2024. We filed a claim for repairs. The repair was finally completed today July 18, 2024. Very disappointed in the entire process with Mulberry and also with the repair company.

Mulberry has been wonderful to work with. They made it really easy to schedule a cleaning and replacement for my Castlery sofa covers. Very communicative. So glad I purchased the 5 year warranty.

I have a monthly membership and have found it easy to make claims. With an 8-year-old and two dogs, it's really easy for things to go wrong. I have made 2 successful claims and one that was found to not be covered but overall worth the piece of mind.

Mulberry is partnering with businesses to provide insurance but in most cases it denies the claim for reasons that are either in the super fine print or they claim it is in the super fine print. They conduct misleading marketing. I never would have paid for insurance if I knew that almost all claims are denied. It is a fraudulent company and please don’t waste your money paying for insurance.

Got a repair person scheduled really quickly - and he did a great job! I really thought there was no hope, but they fixed it!

UPDATE: after filing for arbitration with AAA (American Arbitration Association), Mulberry contacted me making a deal to completely replace the entire couch on the condition that I withdraw the arbitration case and amend this review to reflect that a satisfying resolution had been made. I am grateful to Mulberry for finally replacing my sofa.

ORIGINAL REVIEW: I filed a claim for a damages couch I had insured by mulberry and was ignored for months. The cushions were severely ripped so I eventually reached out to the retailer whose products I needed replaced and they reached out to mulberry and got a reply promptly. From there it was a lot of back and forth to get my claim approved. At first they denied coverage for my damages until I pointed out where in the contract I was covered. After my claim was approved, it was weeks of no word. I had to follow up dozens of times and threaten to sue them before my replacement order was placed, after which it took 20 weeks to have the replacement shipped. Turns out they didn’t even order the complete set to replace the damaged parts of my product. They ordered 2 cushion covers (not even full cushions, just replacement covers) when the images sent for the claim clearly showed all the cushions were damaged and needed replacement. In total, it’s taken 7 months to have two cushion covers replaced and now will take god knows how long to have the rest sent. The worst insurance company I have ever dealt with. And that’s truly saying something.

After jumping through quite a few hoops, Mulberry was good about setting up a visit from the technician. He was unable to fix the tear in my leather couch, so said it needed the entire piece of leather replaced, or the entire couch replaced. When he reported this to the Mulberry office, the determined that they would not do either of those things and instead offered to send me $283 while my insurance would continue in case there was any other problem. This is a $2K couch. They want to give me $100 more than I paid for the insurance, and blow off their responsibility to fulfill their contract. Never again. They do not do what they say they will do.

Quick and efficient replies. Ms./Mrs./or Mr. Kristian has kept me posted throughout this process. *Well the initial process was great, but sadly the replies regarding my refund are getting slower. It’s been a little over 2wks and still nothing.

I wouldn’t recommend Mulberry to anyone. In fact, I wish I could give them negative stars. Took well over 2 months to finally get my replacement mattress. This company made me jump through so many hoops to fulfill my warranty. They have no phone number to call and only communicate through email. Sometimes it would be well over a week before I would get a response. If you paid for this warranty company, ask for a refund immediately and delete their email. You’ll thank me later!

Darien was able to do what other could not seem figure out how to do at Mulberry. It took persistence to find Darien, but it paid off. He deserves a raise.
He makes the company look good.
Thank you Darien for getting my problem taken care of.
JL

They sell the furniture protection plans with language that makes it sound like normal-usage stains will be covered, but they’re not. They wanted me to document exactly what caused the stain with pictures of what happened. Since we had already tried to get the stains out, we couldn’t do that, so they denied the claim. Then, to add insult to injury, I sent 8 (!) emails trying to get someone to answer my questions about the policy, and no one ever gave me an answer. There is not chat or phone option for customer service—only email, which then goes unanswered. It’s impossible to speak to anyone, making the whole thing even more frustrating.

ABSOLUTE WORST INSURANCE!!!
We purchased mulberry insurance on 2 chairs and 1 sofa we ordered from InteriorDefine. We were told that Mulberry stands by their word and delivers on fixing things that go wrong. WHAT A LOAD OF GARBAGE! This all started March 18, 2024. We have had our chairs for roughly 1 1/2 years and started noticing very dark stains appearing on the vertical arms of the chairs. This is not where anyone puts their hands so we thought we would reach out to Mulberry and get them to fix it. This is where the problems began. 1. We notify Mulberry and they tell us a technician will be out soon(very non commital); 2. Technician calls to get our address and tells us "this is not his territory". 3. We are assigned a new technician who comes out on Tuesday April 30 a month after this started. He takes pictures and tells us that this has nothing to do with us but rather the Tannins in the actual wood are leeching through the fabric and they need to be completely repaired or his recommendation was to have them replaced. He told us he would notify Mulberry. After two weeks we hear from Mulberry and GUESS WHAT??? Somehow they now tell me that I filed a claim wrong and they are going to start the whole process over from the beginning. During this whole thing I am dealing with an agent whom I have agreed I will not mention HOWEVER–who is ZERO help and seemed to like arguing over whether or not I knew the internal working codes for each individual item I bought my insurance for.

With all of this being said.
DO NOT USE MULBERRY! DO NOT USE MULBERRY!

One final tip, they have ZERO communication channels other than email. NO phone, No Zoom, No Corporate structure. Do not be fooled, this company wants your money, then leave them alone, PERIOD!

One final note: MULBERRY DO NOT CONTACT ME. I have already forwarded this message to Interior Define as well as the new CEO and the CEO of your own company. Your support to horrific.

Since we moved into our new house and started buying good furniture, we've been subscribing to Mulberry for damage protection. With three boys, having a protection plan for damage is essential. So far, Mulberry has reimbursed us for the damage our boys have caused to the furniture. It's been a great peace of mind, and I highly recommend it. The plans are reasonably priced, but when making a claim, you need to explain the incident thoroughly. There's a chance they could decline if they determine the damage was due to misuse or abuse.