Mulberry England  Reviews 

Pretty much the same awful experience as everyone else and if I could score no stars I would.
Shocking experience since I ordered on 26 December and here we are over a month later and I am still waiting on a refund to the tune of nearly £2k.
Delivery was delayed beyond expected date and couldn't get hold of anyone to find out what was happening.
Tried to organise a return, no response to emails, phone lines "currently down" Eventually had a link sent to book a return via DPD after about 2 weeks and even that didn't go as it should. No confirmation of expected collection date and no ability to track the items.
My order was eventually collected by DPD 10 days ago and it is still showing as awaiting a label; I have no idea where it currently is.
Impossible to speak to anyone by any means of communication.
Truly shocking for what was once a reputable high end retailer.
And don't even get me started on "sorry we are dealing with unprecedented demand due to our winter sale" ..... more than happy to take thousands of pounds of customers money, not so quick to resolve issues or return it though.
Update - finally I have had a response and my refund on 03/02 so I've given them an extra star. Fortunately I don't buy many bags so by the time I'm ready for my next purchase hopefully things will have improved!!

Sent a bag back via DPD on the 19th Jan and from DPD tracking I can see that it was received by Mulberry on the 23rd Jan signed for by Emily. I have had no email to let me know that Mulberry have received my return, no reply to my emails and I can't get through by phone as they say they've been having issues with their telecoms provider since the 9th Jan. What large luxury brand company would allow their telecoms to be not working for all this time? Absolutely unbelievable!!! FIX your phones Mulberry and start communicating with your customers. Better still, start processing refunds!
Update 02/02/23 - I have now been contacted by Mulberry and they are processing my refund will update this review when I actually get the refund.
Update 13/02/23 - I now have my refund

Bought 3 bags in the sale. None were amazing so returned over a weeks ago. No refund received, no way to get hold of customer services by phone or email, Awful awful experience, no idea whether I'll ever see my money again.

UPDATE: Despite the response below - still no update from customer services and no refund. It's now been month. Feel very angry and helpless.

Returned a bag I bought three weeks ago and have not got a refund or acknowledgement they have received the bag. Impossible to get in contact with mulberry on the phone and no reply to emails. I fear I may be left without a refund the way it’s going. A bag that cost hundreds of pounds and they play around like this. Definately avoid this company if you can.

Hi, I returned an item via Mulberry dpd service 7 days back and the dpd tracking service says the item was delivered to their office . However no refunds processed yet and when I go to my account to view the status of the refund it shows that the item is still not returned. No response to emails and no one answering their customer service phone line. I’m worried now that I have returned the item without a refund. No product or money now. Such an appalling service for a luxury brand like Mulberry. Will never use them again. I’m going to raise it with Citizens advice bureau and Action fraud as they are scamming people for large amounts. Avoid using them !!!

I wish I could score a zero! I have been trying to return an order since 6th Jan. 4 times I have tried to make contact but I keep getting the same message and in the past 2 emails I have followed a link to return through DPD Parcelshop which then says there are no Parcelshops in my area!!! Tried again this evening and it says the parcel has been returned via Parcelshop and cancelled??? It certainly has not been returned as it is still in my house and I certainly have not received a refund. Is there anyone who can help me please???????
Update- Mulberry finally replied to my message and arranged a pick-up with DPD, emailed me to say they were processing the refund but have only refunded £527 even though the order was for £584. I have emailed customer service but again no reply.
Update 23/2/23- Lilly from Customer Services replied to my email and immediately refunded remaining £57, thank you Lilly!

Shocking returns customer service!! I have been trying to return an order since the 6th January. After hearing nothing for 10 days I chased and was emailed a link to process my return online. The link wouldnt accept my order so I emailed straight back and im still waiting on a reply another 10 days later! I am getting more concerned that I will be left out of pocket for an order I have been trying to return for 20 days!

I booked a virtual appointment with one of the outlet stores to purchase a bag, I was originally told that this would cost £125, the next day when I had asked for the payment link to be sent to me the bag was now £295. Apparently nothing could be done to honour the lower price that I was originally told. Having consulted Citizens Advice Bureau on this occasion I was informed that Mulberry had breached the Pricing Marking Order 2004 and the The Consumer Protection Act 1987 which makes it an offence to indicate a price for goods or services which is lower than the one that actually applies. This means that I am well within my rights to report the company and the store to Trading Standards. Having been a Mulberry customer for quite some time, this situation coupled with a negative experience at the Covent Garden Store which I also reviewed on here means I won't ever consider a purchase from any stores ever again

shocking returns process and customer service non existent

Yes I am having the same difficulty. I can't get them by phone or email no customer service whatsoever. I concur with other reviews the worst company I have ever dealt with and for a luxury brand. There is a label in the box which clearly means they want me to pay to return it which I will have to do as I can't get hold of them BUT I have not got an RMA from them so they had better refund me anyway. Beware it is impossible to contact them., NOW EDITING I got in touch with one of their shops and told them the problem and she must have got through to HQ as the next time I tried the returns portal on their web site I did get a return label with RMA so the parcel has actually gone. BEWARE their returns are only 14 days for sale items and not 28 days as per norm. NOW am waiting for a refund which as yet not been forthcoming. If they stipulate 14 day returns I expect an immediate refund - how long will it take?

Bought bag in the sale - returned but no refund after over a week - no response to emails, phone never answered - terrible customer service for a so called luxury brand - have shopped for years at Mulberry - never again

Hi, I am also trying to get a return label from Mulberry. It is impossible to reach them by phone or email. On their home page says I can book a free collection from UPS, but the email confirmation I received was to pay by myself. This is the worst customer service I have experienced with a luxury brand.

Mulberry the worst customer service I have ever experienced, order placed 4th Jan, money taken, still no bag. I now want a refund absolutely no way of contacting you, day light robbery!!! Please can someone tell me how I can get MY money back??

I’ve been trying to return a bag for over a week. Could not work out the process online so tried to call but the phone lines are dead. Emailed but no response after a week. Sent a message on Insta and got a brief reply that they would look into it for me but have heard nothing since. No live chat option available either. I live miles away from any of their shops so my only option is trying to deal online. I am now out of the return window (although I wasn’t when I started trying to return) but I still want my money back after this fiasco!

Ordered a small leather good and I do not like it. Have been trying to get a return label since the 10th of January. Tried every possible option.. emailing all ids, calling (phone does not work), Instagram.. no response whatsoever. I have never had to chase any outlet let alone one calling itself a luxury brand. Why can’t we have a seamless return by giving the user a possibility to generate a return. Why have so many manual intervention steps for such a small thing. It’s been an absolute pain and unnecessary stress that I can absolutely live without. Never to buy from mulberry again!!

I've been trying to contact Mulberry for over a week now, I just keep receiving auto emails with a reference number. I've been a Mulberry customer for years and always received a exceptional outstanding quality service, what has happened??? This is very poor and concerning.

For a luxury brand the level of customer service has been zero.
I purchased two bags which I’ve been trying to return for two weeks. I have followed the online instructions and got an RO returns code but have to wait for customer service to process the QR code or Returns Label. I have tried to call and the phone lines are down, they are not responding to emails. The response is they are inundated! Is this not a global brand? I am not impressed and very disappointed, having worked in customer services for over 30 years. Mullbery you need to improve and communicate with your customers!

Ordered a bag on the 29th Dec over the phone , spoke to someone who said the bag would be available to collect from the Manchester store in 1-3 days , that never happened, still no bag , no communication whatsoever from them , can’t even ring , emailed 7 days ago still no response, worried they have gone bust 😖

Ordered gloves in December which arrived within timescale. There is no way of leaving a review on their site but wanted to tell people to avoid them (Nappa £205 lambskin). They are awful quality & do not keep your hands warm in the slightest. Would have returned them but my partner cut the cord off which holds them together as he thought I was keeping them! From reading the reviews on here it sounds like I would have had difficulty doing so anyway.

Very hard to deal with ordered bag and matching wallet on the 26th January, two bags have been sent damaged asked for a discount and ill keep the damaged bag as I really couldn't not be ask to deal with mulberry anymore. Mulberry offered 10% at this moment in time I would accept anything but they said this will void any warranty. Let's hope they can get this one right