Mulberry – Cashback, Rebates & Rewards

After receiving an on line order from mulberry ( despatched from Regent Street ) when opened, the bag was in a tragic state. Scratched down to the base metal on the handle and no protective plastic on lock. Unbelievable condition, so much so photos were taken to record the terrible quality. It was immediately returned and thankfully our money returned. Customer services, well, good luck on that one. I decided to go to the Mulberry stand situated in John Lewis Nottingham. They ordered me in a bag, it was checked and in perfect condition. The staff in the store are outstanding. Customer focused, pleasant and made the experience of buying a luxury product an absolute joy. Mulberry, John Lewis Nottingham. I’ll be shopping there again.

The lock on my 10 yr old Bayswater handbag broke. I contacted the Bond St store who logged my repair. I took the bag into the store as there were GPO strikes at that time. They did tell me that it may be 14-16 weeks for the repair. I took a photo of the repair form but an email of the form & confirmation of the repair was sent to me within 24hrs. After only 3 weeks, the store emailed me to tell me my bag was repaired. The store arranged DPD to deliver the bag & it arrived within 48hrs. Throughout the process, communication with Selma at the store & the repair centre in Somerset was excellent. I am very pleased to have my bag back, with a new shiny lock. It has also been conditioned & polished so looks like a brand new bag.

Well I wrote a very negative review recently so wanted to provide some balance. I ordered a sale item earlier this week and it arrived promptly today. Lovely quality. I hope this means Mulberry have sorted out their difficulties.

I had trouble getting hold of Mulberry in regards to returned item and was concerned. I returned a bag via DPD who stated they had not collect my item. I luckily had photos of the him collecting the bag. DPD would not entertain the complaint. It has to come from mulberry. I contacted mulberry via email and phone messages left but no response. However, after contacting them through Facebook messenger I had a prompt response. The issue was sorted in one day and the money back in my account. I wish it had of been easier to contact mulberry but I am pleased to say it was resolved and those I had contact with could not be more helpful. Thank you for sorting my refund.

Over the past few weeks i have purchased 3 bags on different occasions. All have arrived well packaged, in expected condition and in timely manner. Such a shame to read all these negative comments with regards to Mulberry customer services. I hope it improves again soon!