Mulberry England  Opiniones 

I placed an order and received it within a few days - amazing. I have since tried to return an item from this order via DPD collection. I asked for it to be picked up on a certain day, I receive the 1 hr arrival slot and waited but they never arrived. I have tried to get back in touch with Mulberry but as others have said my emails have been ignored and the phone lines are closed. I have NEVER experienced this before and I have been buying Mulberry items for the past 20 years! What is going on? I just want the box collected and my item refunded. Please help! Order number: W53738958

Update: I contacted Mulberry through Twitter and they responded within a few hours and have now sent me a DPD label so I can return the item myself (my choice) so I’m happy. Now to get the refund!!

I can only echo the negative experiences I’ve seen on here, and share that this has been without doubt the absolute worst customer service I have ever experienced.
Absolutely ZERO customer support at every step of my purchase, the website has such incredibly poor functionality that I somehow ordered the same item twice without it letting me know until I noticed my bank had been charged twice. The returns process has been agonising, up to now I am yet to receive ANY correspondence regarding my return or when I would expect to get a refund, and it’s been over three weeks (Jan 9th - Feb 8th). I have had to instigate the assistance of my bank in retrieving my money, hopefully Monzo will be more helpful that Mulberry.
It’s staggering to me that a luxury brand of international repute could have customer “service” quite as appalling as what I have experienced with Mulberry, I’m sure it won’t mean a thing to them but I will adamantly say: I will NEVER shop from them ever again, and if you’re reading this to consider a purchase from Mulberry I implore you to think twice. If you really want a particular Mulberry product I suggest you buy from a concession in a department store, avoid buying direct from the website at all costs.

I purchased a bag 16/01/23 to be delivered to my home address. To date I have not received and on the tracking it shows that it was left in my neighbours unlocked open porch, my neighbours were not in. I did not request for my bag to be left in an unsafe place however mulberry claims that it’s t&c state that they can leave my bag wherever they or DPD see fit so have refused a refund. Do not buy anything from this company as according to them you accept this condition. For a company claiming to be a luxurious brand the customer service is appalling. I would not be surprised if they are going into administration due to the staffing issues, telephone line down and refusal to refund. Buyers beware. Avoid at all costs. I have escalated and will now need to contact my credit card to request a chargeback,

Would give 0 star if I could. The worst customer service experience I’ve ever encountered. No acknowledgement of my return. Thankfully I paid with PayPal and THEY refunded me as I had proof of returning via DPD and proof it was received. I will NEVER order from them again. They have done nothing for me as a company - customer service WHAT A JOKE !!!!!

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.

I just wish I had looked on this website before making a purchase from this company because I am having a nightmare obtaining a refund like so many others. They are very quick to take your money but try and get it back from them!

Started the refund process on 5 January 2023 and still no sign of the return of the monies on 1 February 2023 despite them confirming they received the goods back on 20 January 2023. The delay between 5 January and 20 January being totally due to the lack of response from Mulberry.

I have never experienced such poor customer care and they position themselves as a premium brand. I can only think they are going bust.

Avoid.

I am absolutely shocked by my shopping experience on this site. Purchased a wallet last week and still haven't heard from them! I wanted to cancel the order as it was a mistake, so I sent countless messages to customer service but still no answer. For the price of these goods, the shopping experience shouldn't be as bad. AVOID AT ALL COSTS!

I returned a handbag with the shop directly on the 14th of January. I was told the refund would take from 3 to 5 working days. I received a refund on 31/01. Will not shop with the again, appalling experience from "exclusive" brand. Their customer service phone number does not work.

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!

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