Mulberry Reviews

I would have given a zero if possible but the option is not there. Truly and utterly disgusting in the poor experience I have received from a luxury brand and service as the keep saying!

I originally placed my order and I expected to get the product ordered only to be advised a few days later you didn't have the item in stock!

I was then sent out what looks like to be product that was returned by a previous customer which was damaged.

I was then advised that you had located another product and was like for like only to be sent a product that wasn't like for like.

I gave them the opportunity to resolve issues but I wish I hadn't now and just asked for my money back. Avoid at all cost and I wouldn't recommend Mulberry to anyone I know. You'd expect better from a "luxury brand/service" but all they have done is fail to deliver even single time. Shop at other luxury brands if you want a better experience

I am writing this from Australia as I am very disappointed with Mulberry service and I want to make sure others are made aware of this. There have been many complaints here about waiting for a bag for longer than 3-4 months when they told you the estimated time is 4-6 weeks.

I will not buy from Mulberry again and will not recommend to any of my friends. I purchased a mini Alexa in mid April and still not yet received it. And they cannot tell me what is the eta for delivery.

I am writing here just because it’s a Uk brand and hopefully make them aware of the issue.

If you cannot deliver, please just stop selling tour product and don’t ask people to order. This is a terrible shopping experience considered a so-called luxury brand.

Awful quality and service, used bag for two months and the inside is all coming away, refusing to give refund. Would not recommend mulberry bags at all, waste of money

Flannels have received bag but are not issuing a refund until after 2 weeks, not acceptable

Really poor service. My bag broke the same place twice and Mulberry Østergade / Group 88 solution / Customer service solution was to let me wait several months for repair and bill me more than 1000 kroner. Not a luxury brand!

If I could give 0 stars, I would. My experience with the Mulberry customer service has been beyond terrible. My dearest Lily bag which I lóve has needed refurbishment due to discoloration of the brass hardware within a year of use. Now, after another two years, the discoloration is happening again.

After receiving a quote for 300 pounds to fix this quality problem I was just stunned. A bag of this price point should have a high quality standard and not have these issues for at least 5 years in my opinion. If they do appear, Mulberry should cover the costs of their own quality problem. This should be a bag that I can give to my daughter later on in life. An investment piece. Now it's just a cheap bag that will completely discolor in a matter of time.

To make matters worse; after sending what feels like the thousandth e-mail to Mulberry's customer service, they did not answer me and just bluntly sent my bag back. I assure you that I sent them an e-mail that at least deserved an explanation, or any answer for that matter.

I am deeply disappointed in the service and I really do not think I should have to pay 300 pounds after two years of using a thousand euro bag.

I ordered a wallet for my boyfriends birthday, a hat arrived. When I contacted Mulberry they asked me to return to hat and could not do anything more for me as the wallet was now out of stock. Very bad customer service, I will not shop with this brand again.

Bought a new Lily black glossy goat two days ago. The lock just fell off the bag as I was wearing it and is now lost as I did not notice it when it happened. I was very careful and did not brush up against anything as I was walking so it must have been defect when I bought it. I have not yet heard back from customer service, but I am shocked by the poor quality.

I only bought some leather wax!
Was very reasonably priced.
Delivered by the best courier available exactly 1 minute past the advised delivery time.
The unboxing was exquisite!
Fantastic experience.

The preloved section is a JOKE!! BAHA. Selling items you already got a purchase from for half the price? I've seen Prada at 10-20% of the original price pre-loved. It's just mulberry trying to maximise their own profits. Buy new if you want to get a bag with them. The used items don't have much life left in them and it's 100% not worth it. It's also probably the company trying to look more ''environmentally friendly'', when they don't give a s**t about the planet.

Having purchased a Darley bag 3 years ago - the metal chain snapped. Took it in for repair expecting maybe a notional £20 charge for repair. Quoted £100 which was 20% of the bag cost. Apparently I had caused the damage but putting too much weight in the bag - which is slightly ridiculous as you can only fit a phone, set of keys, couple of cards and AirPods. Bags used to be great quality but gone downhill along with the service.

Have just purchased a pre loved handbag from the London store, saw it fill in love with it and bought it . It looked fine no obvious marks or damage , did ask if the lining had been replaced which I was told YES . Anyway got it home and realised it smelt like an old charity shop that musty old smell not pleasant. Any on closer inspection of the lining there are ? Pen marks and dust in the seams . Very disappointed it has certainly taken the shine of buying a mulberry handbag . Customer service s just let me know I could send the bag back and get a refund . Which is not what I want as it’s the bag I have been looking for . So if buying preloved double check the bag inside and out and smell it .

I have never left a 1* Trust Pilot review before but I hope this helps the Mulberry team to realise they need to take some serious considerations to improve their customer care. As a regular Mulberry purchaser and a lover of the brand, I have been extremely let down with the horrendous customer service and lack of communication following a recent request for a replacement of a Billie handbag (which has broken after only 4 months of little use).

I have been round in circles with members of staff who have been unable to resolve my issue for a simple return. Firstly, they arranged a collection which hadn't even been approved by DPD nor in fact realised. A further collection was organised for between 9-12 the following morning (as per my request due to afternoon commitments). DPD then confirmed it would be collected between 1-5. This was after my 5th phonecall and email conversation so again I had to chase for clarification. When I was speaking to the team there were no notes on my previous conversations and I had to wait every time for the team member to catch up. I was eventually informed I could drop off my bag but when I didn't have a printer they said I could not do this. Eventually I have had a collection arranged for next week.

Given the premium brand that Mulberry protests to be, I have been shocked by the lack of care and consideration by the team. One particular member Oliver, was excellent but when I asked to have his support again he was no longer available. At no point could they pass me through to a manager and their lack of attention to resolving my issue was insulting. For such an expensive purchase, I have had better experience in my local supermarket and just feel so disappointed in this situation. I still do not have my replacement or my item collected and I have never had so much hassle over a FAULTY item that is not my fault in my life.

Absolutely amazing customer service!

Firstly I started in the Regent’s Street store where I bought 1 thing and was looking at another but they didn’t stock it there so was recommended to speak with Bicester store which I did and WhatsApped them where unfortunately they also didn’t have any stock, but they were able to search their system and find stock in 2 other stores. So I contacted one of the stores (Somerset) started on the phone but couldn’t really explain the product fully over phone so the lady (Jill) gave me a work mobile number which I was able to WhatsApp and send across a picture of the product and she found it, next a payment link was sent and then the product was posted out arrived next day packaged up beautifully.

Quite possibly the best customer service I have ever experienced.

Went with my Fiancé to get a bag for my 30th. Amazing service, they went up and beyond for me. They could of had not done more for us!

Will love my bag forever and the memories of getting it.

Thank you Mulberry!

I've had a few recent issues with Mulberry. First I should say that they have been my favourite brand for years. Every bag, wallet, scarf, pouch I own is from Mulberry. Just recently my cross shoulder bag broke (I think it is called a D ring). I would have thought this would be a fairly simple fix and I also assumed it would be free of charge. When I took it to the store in London, they told me that it would cost me GBP70 to repair. I was not happy about this, but had no choice so I agreed. This was January 16. After a few emails of chasing them, they have informed me that it is actually GBP80 (Fine, at this point i just want it fixed), and that it should be ready by May 7. I cannot believe that it will take four months to fix this. Again, i have no choice but i am not happy about how long this service takes. I have another Mulberry tote bag that i use for work. It has gone completely floppy over a few years and i take such good care of it. I made sure to NOT take it to Mulberry to be repaired and instead took it to an independent repair shop which has fixed it in no time.
My second and more aggravating issue is their return policy. I've gone into the store and have written their customer service team to tell them that my mother bought me a wallet for my birthday in November in NY. She sent it to me in January as I live in London. I was not crazy about the wallet but didn't have time to get to the store to return it. When i did in early March they told me that i could not return. Fair enough, but I asked them for store credit then so that I could get something that I actually will use. They will not provide me with store credit as it is out of the timeline on their return/credit policy. I asked them if they could please make an exception as it was bought as a gift - and is still a current item - its not as if i am trying to return something that they sold last season. I have no use for this brand new wallet and have basically pleaded with them to please give me credit - i would likely end up using that credit to buy a bag or something bigger. they are not losing their money as i am not saying they should give me a refund. I've told them that i have been a loyal customer for years and that this has really turned me off that they cannot even extend some goodwill here yet they do not seem to care. They have lost a customer in me for life.