Customer service leaves a lot to be desired. I was assured I’d receive an email with an update later the same day. Still waiting 4 days later.
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I ordered a steak medium with loads of onions underneat,which it came out with no onions!it came out very dry. Looked like it been stamped on the floor a few times and really wasn’t that enjoyable. wo... See more
Mulberry customer services and complaints handling is absolutely appalling I returned my large red millie bag for repair and hoped they would just exchange without hesitation The g... See more
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Company details
Information provided by various external sources
For more than forty years, Mulberry has been a leading British lifestyle brand, internationally acclaimed for our quality and design. Mulberry’s handbags - the Bayswater and the Alexa - have become contemporary classics, iconic examples of British design and manufacturing expertise.
Contact info
United Kingdom
- www.mulberry.com
2.2
Poor
411 reviews
Replied to 90% of negative reviews
Typically replies within 1 week
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Don’t bother with the Buy Back scheme, their repair service, or even Mulberry! Go elsewhere where they value their customers.
Don’t bother with the Buy Back scheme, it’s just Mulberry paying lip service to tick the “environment” box but in reality they don’t even value their own brand, vintage bags in excellent condition being offered tens of pounds (literally) which wouldn’t even pay for the leather! Bizarre when they are trying to compete with other premium brand with their selling prices, so go figure? (FYI you’ll only get max 25% the value of your bag and only if you can provide receipts, otherwise the offer is derisory. Was told this in the factory shop.) Their lifetime repair service was also an awful experience. Embarrassing as it was a gift I had bought that broke, so I just paid full whack for the repair. Sorry but I’m done with you Mulberry. A loyal customer since the ‘80’s and 90’s now being treated so dreadfully. That’s brand loyalty for you! Now they have plummeted in reputation given all these terrible reviews. Someone at the top needs to take serious action and shake up this joke of a company.
29 March 2026
Unprompted review
Reply from Mulberry England
Thank you for sharing your views. We recognise that you’ve supported Mulberry for many years, and it’s clear from your message that recent experiences have caused frustration and disappointment.
The Buy Back scheme is intended to support circularity by encouraging the reuse and resale of existing pieces, rather than reflecting original retail prices. Valuations are based on current market demand, condition, and the information available at the point of assessment. That said, we understand that the outcome may not align with expectations, and feedback such as yours is important in helping us review how the scheme is perceived and communicated.
Regarding repairs, our lifetime service centre exists to keep Mulberry pieces in use for as long as possible. Costs can apply depending on the nature of the repair and the style of the item, but this should always be clearly explained. We note your comments on how this experience felt and will ensure they are shared with the relevant teams.
Mulberry remains committed to craftsmanship, repairability, and long‑term sustainability. While we appreciate that you feel disappointed with recent interactions, your feedback has been noted and passed on internally for review.
Thank you,
Mulberry
Mulberry Darley - Online Order - Disappointed
Just received my birthday present from my husband Mulberry Darley from Mulberry Online.
My husband asked for a gift note to be added, it was not. The box was battered, and no protection labels/tissue on hardware, all zips open, it looks like this bag as been returned. Although the bag is in good condition. Also no email or text message to say it was arriving. I've ordered many designer bags online and I've always received multiple emails from them to say what stage my bag is at/processing/shipment/arrival date, every stage I've been notified. They always arrive protected. Very disappointed in Mulberry Online, in future will not be ordering from them again.
2 April 2026
Unprompted review
Reply from Mulberry England
Thank you for taking the time to provide us with this feedback.
We are so sorry to hear that your Darley bag arrived in this way and this is certainly not the standard we expect, as all customer orders should arrive in nothing less than perfect condition, with the appropriate packaging and communication throughout the delivery process.
We would really appreciate the opportunity to look into this further and make things right for you. Please reach out to our Customer Care team via customercare@mulberry.com with your order number so we can investigate this matter fully.
I couldn’t be happier with my…
I couldn’t be happier with my experience with Mulberry. About a year after purchasing my Anthony bag, the stitching unfortunately came loose. I contacted Customer Service expecting it might be a hassle—but I was completely wrong.
From the moment I reached out, nothing was too much trouble. They arranged a replacement quickly and without any questioning. I simply went in, swapped my old Anthony for a new one, and that was it. That level of service is something I truly appreciate.
I’ll admit, I was a bit worried they might make things difficult, but the team was incredibly professional and helpful throughout. Now, two years on, my replacement Anthony is still in excellent condition—and I absolutely love it.
I’ve also had experience with their repair service for another, older bag that had ink marks on the leather. Again, they were extremely helpful and arranged a repair at a very reasonable fee.
Overall, I’m beyond satisfied and would absolutely recommend Mulberry—not just for the quality of their bags, but for their outstanding customer service.
29 March 2026
Unprompted review
Reply from Mulberry England
Hello,
Thank you so much for taking the time to share your experience with us.
We’re delighted to hear how happy you’ve been with both your Anthony bag replacement and the repair service for your older piece. Our teams always aim to make the process as smooth and supportive as possible, so it’s wonderful to know that the service you received reflected that.
It’s also great to hear that your replacement Anthony is still going strong two years on! We’re so pleased that your repair experience was so positive.
Your recommendation truly means a lot to us. Thank you again for your kind words and for choosing Mulberry. If you ever need anything in the future, we’re always here to help.
Kindest regards,
Mulberry
Anusha in John Lewis Liverpool went…
Anusha in John Lewis Liverpool went above and beyond in persuading me to purchase my gorgeous Iris bag! Absolutely delighted with my bag and her helpful efficient and warm manner and personal service keeping me in touch with the arrival of my ordered bag! Top marks to her and to Mulberry!
11 March 2026
Unprompted review
Reply from Mulberry England
Hello Sandra,
Thank you so much for your wonderful feedback! We’re delighted to hear that Anusha made your experience in our Liverpool store so special. It’s fantastic to know she helped you find the perfect Iris bag and kept you updated along the way. We’ll be sure to pass on your lovely comments, she’ll be thrilled!
Enjoy your gorgeous new bag, and thank you again for sharing your experience.
Kind regards,
Mulberry
An extremely unhelpful and negative…
An extremely unhelpful and negative company when there’s a fault with a bag. As a customer with over 15 bags, over the last 10 years, my last Bayswater strap broke after 15 months. Sent it back and mulberry want £240 to repair it!! Awful customer service of a long and repeat customer. Will be buying elsewhere in future. Surely a £900 bay water should last longer than 15 months?
11 March 2026
Unprompted review
Reply from Mulberry England
Hello Sally,
Thank you for taking the time to share your concerns and for being a loyal Mulberry customer over the years, owning more than 15 bags is something we truly appreciate.
I’m very sorry to hear about the issue you experienced with your Bayswater strap. We completely understand how disappointing it feels when a favourite bag develops a fault sooner than expected, especially after many positive experiences with our products.
To explain a little more, our repair charges are based on the parts and specialist craftsmanship required to restore each item, and these costs can vary depending on the specific repair needed. That said, we always aim to offer the most fair and transparent solution in every case.
I can see that we’ve recently been in contact with you and that a resolution has now been reached. We’re pleased to have been able to support you further, and we hope this helps restore your confidence in both your bag and our service.
If there’s ever anything more we can do to help, please don’t hesitate to get in touch.
Kind regards,
Mulberry
Wonderful customer service from Faizah…
Wonderful customer service from Faizah with regards to a return posted back to the Bicester outlet. Turned an initially disappointing experience into a very positive one. Thank you!
27 February 2026
Unprompted review
Reply from Mulberry England
Hello Rebecca,
Thank you so much for taking the time to share this lovely feedback! We’re delighted to hear that Faizah was able to turn your experience around and provide the level of service we always aim for. Your kind words mean a lot, and we’ll be sure to pass them on to her.
If there’s anything more we can help with, please don’t hesitate to let us know!
Kind regards,
Mulberry
Mulberry Repair and Communication Issues
The experience via Mulberry for a handbag to be refurbished was interesting. What made the experience that much more acceptable was Lilliana.
Lilliana was the only member of customer care who actually listened!!
My request was simple to add a new dustbag and leather cream to the repair when returned. I got no pre warning the bag was on its way and once unpacked yes a new dustbag but no cream.
Whilst there is no doubt the artisans at Mulberry are wonderful surely they should be able to read respond and deal with requests??
No they didn't
So I contacted Lilliana who dealt with the request promptly even apologising on the companies behalf.
Ĺilliana ensured that the missing goods were mailed directly. Lilliana also chrcked that i had requested previoudly seversl times. Ensuring that I received the goods ASAP.
Now I have been a fan of Mulberry for many years and as a shareholder found the experience needed feedback. I also had to tell the company that 20% discount was still shoeing on the Internet they were prompt to advise that it was mot applicable and no work without payment up front!!! The work completed is exemplary just Customer needs training and Lilliana should have the lead role.
Thank You Again Lulliana .
20 February 2026
Unprompted review
Reply from Mulberry England
Hello Gail,
Thank you so much for taking the time to share your experience with us. We’re truly grateful for your long‑standing support of Mulberry, and we’re delighted to hear that the craftsmanship of your repair met your expectations.
We especially pleased to hear that Lilliana was able to support you throughout your request. Listening to our customers and resolving issues promptly is something we care deeply about, and it’s wonderful to know she made a positive difference.
That said, we are sorry that your initial request wasn’t handled correctly and that you didn’t receive the leather cream with your returned bag. You should have been informed before your item was dispatched, and your additional items should have been included without you needing to follow up. Your feedback is extremely valuable, and we’ll be sharing it with the relevant teams to ensure we improve communication and attention to detail going forward.
Thank you also for highlighting the confusion around online promotions, we appreciate you bringing this to our attention and helping us ensure our information remains accurate.
We’re grateful for your loyalty as both a customer and a shareholder, and we hope your next experience with us is seamless from start to finish.
If there’s ever anything more we can help with, please don’t hesitate to get in touch.
Warm regards,
Mulberry
Billie Bag
Billie Bag: I have had to have the padlock that keeps that shoulder straps in palce, replaced twice now. Thie 1st tiem it was free and this time they have asked for £108.00 for a replacement padlock! the padlock had the same issues as previously, kept opening and discolouration so surely this is a manufacturing fault. They have come back to say it is "wear & Tear". However, how cna it be wear and tear when the padlock is supposed to keep the shoulder straps in place but keeps opening up! There has been no compassion or empathy in their responses and ultimately offered me the bu back service which is not fair. Really awfull service for a high end brand
30 January 2026
Unprompted review
Reply from Mulberry England
Dear Hitesha,
We are sorry to hear about your experience with the Billie Bag padlock. We understand how frustrating this situation must be, especially given the repeated issues you have described. So that we can look into this further and provide the appropriate support, please contact us directly at customercare@mulberry.com with your details and any relevant case information. We will be able to review the matter in more depth and assist you.
Kind Regards, Mulberry.
I recently learned that not all…
I recently learned that not all mulberry products are made here in the UK.so I decided to check where some of my wife’s collection of bags were made.she has three.one she has with her abroad but the other two are here.
The oldest one bought 15 years ago at Heathrow airport mulberry shop is still in excellent condition after many years of daily wear.no fading or scratching.made in 🇨🇳
The other one bought here at a department store in Sheffield,fading underneath and around edges,made in England 🏴.
So although not made here quality doesn’t seem to be poor on overseas made bags
28 January 2026
Unprompted review
Misleading Stock, Three‑Day Delay, and Poor Compliance With Basic Consumer Rights
I ordered a Bayswater Tote from Mulberry.com— an item clearly shown as in stock. Mulberry took my payment, confirmed the order, and then waited three days before informing me that the item was never available in their warehouse.
This is not just disappointing — it is a breach of basic consumer expectations and contrary to the standards set out in the Consumer Rights Act 2015, which requires goods to be available as described at the point of sale. Taking payment for an item that does not exist in stock is misleading and unacceptable for any retailer, let alone one positioning itself as a luxury brand.
Instead of issuing an immediate refund (as required when a retailer cannot fulfil an order), Mulberry is now “searching their network” to see if they can locate the item elsewhere. This unnecessary delay leaves the customer out of pocket with no product, no certainty, and no clear timeline — a completely unreasonable way to handle their own stock error.
For a brand that trades on heritage and quality, this experience has been slow, unprofessional, and far below the standard any customer should expect. I will be reconsidering any future purchases with Mulberry after this.
16 January 2026
Unprompted review
Reply from Mulberry England
Hello,
Thank you for getting in touch and sharing your concerns. I’m really sorry to hear how disappointing this experience has been, and I appreciate the opportunity to explain what’s happened.
I completely understand how frustrating it is to place an order that appears to be in stock, receive an order confirmation, and then be told later that the item isn’t available. An order is only confirmed once we send a dispatch confirmation email, which is when the payment is fully taken. Before this point, any charge you see will usually show as a pending payment. This process helps account for the rare occasions where stock levels don’t update as expected.
That said, I understand that this has caused unnecessary delay and uncertainty. Our team is currently checking our wider network to see if your order can be sourced elsewhere, as we’d like to explore every option to fulfil your order before cancelling it. If this isn’t possible within a reasonable timeframe, the pending payment will be released and no funds will be taken.
I’m truly sorry that this experience hasn’t met your expectations or the standards we set for ourselves. Your feedback has been shared with the relevant teams, as it’s really important in helping us improve.
Thank you for your patience, and please rest assured that we’re doing everything we can to resolve this as quickly and fairly as possible.
Kindest regards,
Mulberry
Absolutely shocking customer service…
**EDIT** it gets worse!! I tried calling Mulberry today to try and get a resolution to my issue and the advertised telephone number tells you to email Customer Care and the cuts the call off! They really do NOT want to help you!
Absolutely shocking customer service experience. Am still waiting for a follow-up response from an email from 10 October, in which Mulberry said they’d get back to me again later that day.
I chased on 29 December and still nothing.
I am exasperated 🤯
Seems I am not the only one that thinks they are a shambles.
Glad I’m not a shareholder…
13 January 2026
Unprompted review
Reply from Mulberry England
Hello,
Thank you for sharing your feedback with us. We’re truly sorry to hear about the difficulties you’ve faced and the frustration this has caused. This is absolutely not the experience we want for our customers, and we appreciate you bringing it to our attention.
Regarding your attempt to call us, our phone lines are available Monday to Friday, 9am–5pm. However, if all of our advisors are busy on the phone, you will be redirected to contact us via email so we can still assist you. We understand this can be frustrating and appreciate your patience.
To help us investigate this further and provide a resolution, could you please forward us your email to customercare@mulberry.com? Once we have this, we’ll review it and ensure you receive the support you need.
We aim to respond within 24 hours, though during very busy periods there may be a slight delay. However, please rest assured that we would never leave a customer without a reply.
We look forward to helping get this resolved for you.
Kindest regards,
Mulberry
I am shocked at the level of…
I am shocked at the level of dissatisfaction in the reviews, I really wish i had read them before my purchase, I placed an order for a birthday present, as yet it’s not arrived 4 days later and the birthday has now passed, I called customer service today who told me the order was coming from a store and would need looking at to understand why it was not posted to me, the all promised never came and no email to confirm the order has left!!! Frankly the arrogance of an organisation that doesn’t care about the customer , doesn’t deliver on its own promises of delivering in any form , I will not be accepting the late order now and never using Mulberry again. Update. The response from mulberry goes to show they do not listen, read of care. We are not at 6 days and no updates. You really are arrogant and I can’t wait to see the demise of the brand.
12 January 2026
Unprompted review
Reply from Mulberry England
We’re sorry to hear that you were disappointed with your experience and appreciate you taking the time to share your feedback.
For clarity, all standard orders are advised to be delivered within 2–5 working days, which is our stated delivery timeframe. While we acknowledge that waiting for a time-sensitive purchase can be frustrating, the delivery was proceeding in line with our published terms.
Your feedback has been noted and shared internally.
WARNING ‼️
WARNING ‼️
No care! Ordered for Christmas gift for my wife, was told there was easily enough time. Two bags arrived 20+ days late!!!!
Called Mulberry cs with days to spare. Didn’t care whatsoever.
Missed Christmas by weeks. Wrecking my wife’s surprise. Useless Mulberry. 10th item bought from you and the last! Never again!!
18 December 2025
Unprompted review
Reply from Mulberry England
Hello Paul,
Thank you for taking the time to leave your feedback.
We understand how frustrating it must have been for your order to arrive later than expected, especially when it was intended as a Christmas gift. This isn’t the experience we aim to deliver, and we take your comments seriously.
We’d like to review what happened with both the delivery and the support you received so we can address this properly. If you’re open to it, please reach out to us directly at customercare@mulberry.com, and we’ll be happy to look into the details for you.
Kind regards,
Mulberry
Christmas gift return policy
I received a purse as a Christmas gift which was purchased in the Black Friday sale 1st Dec. I wanted to return this to exchange it as the one I received was too large with a clasp that stuck out making it too bulky. I was really surprised to find out that the return policy states ‘sale’ items can only be returned upto 14 days. The purse is still for sale at the same price but Mulberry “policy” states they won’t accept it back for an exchange or refund.
The 14 day return is in the terms and conditions (hidden in my opinion) so they are sticking to it leaving me with an unwanted gift.
BUYER BEWARE OF RETURN POLICY AND TERRIBLE CUSTOMER SERVICE!
6 January 2026
Unprompted review
Reply from Mulberry England
Hello,
Thank you for sharing your feedback, and we’re very sorry for the disappointment and frustration caused. We completely understand how important it is to have a purse that suits your needs.
Our returns policy for sale items is up to 14 days from the day you receive your order, which is why this was initially declined. However, we want to make sure you’re happy with your purchase and have a purse you will be able to use and love, so we’ve reached out via email to offer a solution.
Please check your email for the details, and let us know if you need any further assistance.
Kindest regards,
Mulberry
Poor quality strap that is now frayed…
Poor quality strap that is now frayed on a small Antony bag. Mulberry want to charge over £200 to repair. Quality poor after only 2 uses. I have other mulberry items which I have lovingly cared for so very disappointed.
3 January 2026
Unprompted review
Reply from Mulberry England
Hello Theresa,
Thank you for taking the time to share your feedback.
We’re truly sorry to hear that the strap on your Small Antony has frayed, especially after such limited use, we understand why this is disappointing, particularly when you’ve cared for your Mulberry pieces so well.
All Mulberry items come with a 12‑month warranty that covers any manufacturing faults free of charge. If an issue is assessed by our Repairs Team and found to be the result of a manufacturing defect, the repair is carried out at no cost within that warranty period.
In cases where the damage falls outside of the warranty or isn’t caused by a manufacturing fault, repairs are still available, but they are chargeable. This is because each repair is completed by our skilled artisans, using original materials and techniques, ensuring your piece is restored with the same level of quality and care that went into making it.
We can see you have requested for your item to be returned back to you, which our repairs team have actioned for you.
Kind regards,
Mulberry
I ordered a steak medium with loads of…
I ordered a steak medium with loads of onions underneat,which it came out with no onions!it came out very dry. Looked like it been stamped on the floor a few times and really wasn’t that enjoyable. wouldn’t recommend
30 December 2025
Unprompted review
Poor customer experience
I ordered a bag on mulberry preloved only to be told by email that this particular bag was no longer in stock but they check the warehouse and the system was showing inaccurate stock levels. This is a preloved site so I wouldn’t expect there to be any stocks! I have now been advised my order is cancelled as they cannot fill it. Poor website for such a luxury item, I would not trust them again.
11 December 2025
Unprompted review
Reply from Mulberry England
Hello Jan,
Thank you for reaching out and sharing your experience with us. We truly sorry for the disappointment caused by your recent order on Mulberry Preloved.
Unfortunately, due to the unique nature of our Preloved collection, where each item is one of a kind, stock availability can change quickly. In this instance, the system showed inaccurate stock levels, and despite checking our warehouse, we were unable to fulfil your order. We completely understand how frustrating this must be, especially when shopping for a luxury item.
We’re actively working to improve our website accuracy to prevent situations like this in the future. Your feedback is invaluable in helping us enhance the experience for all our customers.
Kind regards,
Mulberry
Avoid - horrendous customer service
In October 2025 I took 2 Mulberry bags to the store in Battersea Power Station to be repaired. I could have gone to a local place but chose to pay a premium for the bags to be fixed by mulberry themselves. Since then I’ve had 1 email telling me the cost of the repairs and that’s it. I’ve replied asking some clarifying questions, got no response, went into the Battersea store to be told I got no response because there was a new manager and then have continued to have radio silence. I’ve emailed countless times but will now have to make a special trip to go back in where I’ll be asking for my bags back - I left them 2 months ago and I have no confidence they’ll ever get fixed or I’ll ever receive them back - poor show mulberry. Repair ref 00384739/Weller2/box-1337 and 00384737/Weller/box-1017
14 November 2025
Unprompted review
Reply from Mulberry England
Thank you for taking the time to share your experience. We are truly sorry for the frustration and lack of communication you’ve encountered. This is not the level of service we aim to provide.
We have located both repair references and have now escalated this matter internally. It is currently being investigated to ensure your questions are answered as soon as possible and that you receive a clear update on the status of both repairs.
The transition to a new manager should never have resulted in your messages being overlooked, and we apologise sincerely for the inconvenience this has caused.
Best experience in CS ever
Best experience in CS ever. A big thank you to Lilliana who went out of her way to help find a new strap for a vintage bag.
1 December 2025
Unprompted review
Reply from Mulberry England
Thank you so much for the lovely feedback, we will make sure to pass it on.
I always have Alex who is working at…
I always have Alex who is working at the Mulberry flagship store on Regent Street help me she is phenomenal. The service is phenomenal. My bags are phenomenal. I can’t say enough great things about Alex and Mulberry . A superb English product classic ,classy ,I’m so happy that I’ve got Alex to go to whenever I have a question about an item or if I need an item found I’ve never been let down five stars all the way. And five stars to Alex, she’s the most professional knowledgeable patient Lady you’ll ever find at Mulberry.
24 November 2025
Unprompted review
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