Mulberry England  Reviews 

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??

AMAZING - me and my family love mulberry, my mother collects and has lovely bags and so do I, for my 15th birthday I went down to Mulberry Shepton Mallet and purchased handbag. Lovely women there help a lot and really kind. My brother also whent to buy a wallet for uni and once the women realised the occasion gave us 2 bottles of amazing champagne - the lady helping me was Paula so grateful for her help and made both experiences memorable - thank you so much

I went into Mulberry Glasgow with a problem with a bag my wife had purchased a few years ago. I was met with a friendly smile from a Mulberry associate named Rosalind. I showed her the issue with the bag and she told me not to worry as she would sort it out. She took my contact details and within 30 minutes she had the bag back in my hands as good as the day it was purchased. Top marks for professionalism and customer service. This person I hope is a valued member of staff at Mulberry. That is why it is a premium brand and long may it be so.

My husband bought me a mulberry purse. Although I’ve had it a while I have hardly used it. I have had a number of purses and handbags from Mulberry. However this purse has leaked dark red dye onto the purse and now can’t be used. I contacted Mulberry via email who take some time to reply. I also attached a photograph. I told them I did not have the receipt( it was a present anyway, and who keeps receipts when you are satisfied with the product delivered). I explained that and told that I would need a credit card receipt! I had told them it was a present. The subtext is they don’t believe their customers. I have purchased 4 bags and 3 purses from Mulberry over the years but I will not be purchasing any more. Perhaps I should send photos of the products and they may believe me? Shameful for a so called high end company to behave in this way. I now have a very expensive purse which I will have to throw away. Interestingly, in the past I have dealt with so called ‘bargain end’ companies (eg. Lakeland Plastics) and others who have immediately responded with a replacement item and apology. I have written to the CEO for a response. We will see!

Absolutely shocking. Paid £12 for delivery today and the incompetent DPD driver said they attempted delivery and the picture is of an abandoned old pub. I paid for this as needed it today for a gift and you can’t even call customer services. A joke
Well no call from DPD as I was advised and still no bag at 8pm so will look a fool turning up at a friends birthday party minus the gift. Advised it will be delivered Sunday when I have already made plans.
This is a joke and I will no longer purchase from this company.
Today I have spoken with Mulberry directly and they have resolved the issue in a satisfactory manner.
I hope going forward that things like this do not happen as not only is £12 delivery expensive, they did refund this, but it’s the hassle and frustration of having to make calls, send emails etc to rectify this.

Excellent service from Alannah, at Bicester Village store. Patient, polite, helpful and already very assured even after only 3 weeks of being there. Keep hold of her she is an asset , definitely.

I ordered a handbag online and received the wrong item. I contacted Mulberry via email and am still waiting days later for any response. I tried calling the phone number and the hours are very limited. I just want a response and the correct handbag I ordered (the one I was sent is half the price of what I paid) but the silence is telling me they do not care about customers and I just want a refund.
Update: I called the customer care phone number and was able to talk to someone about returning the wrong product. I never received a response from the email address of customer care that's on the product receipt, they should remove if they will not respond to it.

I bought a phone case from mulberry luckily on sale for £60 but originally £115… it is awful quality. Within the first month of my purchase the material on the phone case has ripped off and worn away. Considering the price you’d expect much better! Would not recommend at all.
After writing this review - they contacted me and processed me a full refund, excellent customer service!!

We went back to the store at Covent garden to see Simona Gallo and this time, her service went extra miles. Four of us getting 4 glasses of bubbles as welcome back. No doubts if we go to Covent Garden again, we will pop in for the next item. Xx

So impressed till I asked her name to write the feedback in return for her wonderful caring.

From Manchester.

Bought a very expensive work bag 3 years ago. After only 18 months one of the main zippers fall apart. Sent for repay - back 5 months later. Delay in repair allegedly due to Corona. 12 months later - both zippers fall apart. The one can be repaired under warranty - the other I have to pay for. Okay then! Here 4 months later, the bag is still not back from repairs. Maybe they still have corona? Anyway - price / quality / service totally out of sync here. Buy somewhere else.