Mulberry Alexa Bag - Unable to be repaired

MrsSkinner

Hi everyone,

I was after a little bit of help with regards to my consumer rights, here’s a little background.

I bought a Mulberry Alexa Bag and matching purse in Chocolate brown, Buffalo leather from Heathrow Airport last year. And therefore obviously got it cheaper than I would have had I bought it at a Mulberry store. A little while ago I noticed that the postman lock would stick upon opening and closing the bag and that the leather panel on the bottom of the bag had begun to lift. I took it to Mulberry and they sent it off for repair and said it would be 6 weeks and I would hear from them as soon as it was back in the store. Low and behold, I had heard nothing from them within the 6 weeks so decided to give them a call, I was told that they would have to contact the repair department and get back to me. A few hours later I received a call saying that my bag is not repairable and they will give me a credit note or swap for the value that I paid for my bag…

And here is where I need some help!

They do not make the Alexa in Chocolate brown anymore so they can’t replace it like for like (so the purse I have now matches nothing). They do it in a lighter brown in polished leather, which I would be happy with but the prices have now gone up and this is now £1100 and I paid £800. They stated they will give me a credit note for what I paid, but this will not cover the cost of its nearest replacement. Should it really be down to me to cover the difference considering the bag they sold me wasn’t up to the standard you would expect from Mulberry.

I guess I just want to know what my rights are, I don’t want to go in there and let them confuse me into accepting what they want me too… I for once want to stand up and not be bulldozed by a big company.

Any help/info would be greatly appreciated.

Many Thanks

MrsSkinner

InsideInsurance

They are entitled to decide if to replace, repair or refund but you can insist that the refund be cash and not a credit note.

Have you contacted one of their factory shops like at Bicester or York to see if they happen to have the original bag still? The Mrs wanted a bag and kept putting off, finally went to buy one and was told it had been discontinued 18 months earlier. Went to Bicester, not explicitly to look at Mulberry, and they had several of them inc the chocolate brown that she wanted (somehow she also ended up getting an Oak satchel too)

McKneff

I think you have done well to get the full price back to be honest, I would take the money and run.


You have, after all, had the use of the bag for over a year, you have to take that into account.


But good look in finding one, if it only lasted a year and then was irrepairable, would you really want another one the same.

aileth

If a bag of that value is falling apart after one year, I wouldn't be touching another one of the bags with a bargepole.

I'd either, (a) ring around some Mulberry shops asking if they maybe have one sitting in their storage somewhere, (b) insist on refund instead of credit note (which they don't have to give you), it's worth a go at least, and you can tell them quite strongly that for £800 you'd expect a long-wearing bag, (c) cough up the extra £300 for a bag that chances are will fall apart in the short term again, or (d) ask for the bag back and risk taking it to a leather-worker to see what they can do (you might be surprised).

pinkshoes

A years use for free! Their offer sounds very fair. Can they source a match for you somewhere?

mattyprice4004

Stand up all you want, but you won't get very far as their offer is both legal and fair. It's actually quite a good offer, they could reduce the refund to account for the use you've had.

gunsandbanjos

Hi, your offer from Mulberry is extremely fair and legal.

In terms of a replacement, try the factory stores - they are at Bicester, York, Cheshire Oaks & Shepton Mallet. The Alexa in chocolate soft buffalo has been discontinued, there may still be some within the company, someone in a store will be able to check whether there are any still about.They did this for me last week when I asked about the old Bayswater for Mac.

If you just want another Alexa there are ones in Grape and Conker in the outlets right now - both amazing colours.

If you happen to be near one of the outlets (there's also one in Dublin) then they sometimes have oak and black also as they are subs and will be about 20/30% off retail.

Are you a member of The Purse Forum? I'm at work right now and can't post links but there is a Mulberry sub forum on there and a nice lady posts stock lists and prices for what is currently in the outlets (it's in the Mulberry Shopping section) I'll post a link when I get home if you want?

Alternatively how about asking Mulberry nicely if they'll price match the Selfridges offer this week of 20% off and this may bring the bag down closer to your voucher price - bare in mind they don't have to agree.

gunsandbanjos

£1100 is for the polished buffalo, you can get a soft buffalo (same as your previous bag) Alexa for £895.

MrsSkinner

Thank you all for the input... Esp gunsandbanjos...

I have spoken to my local store and I'm just waiting for a call back...

gunsandbanjos, I am not a member of the purse forum, but will be by the end of day. I was at Bicester last week where I got myself a lovely Lily... Any my friend purchased 2 purses for good measure...

I didn't see the soft buffalo at first so thank you for that, trouble is I have the chocolate purse which obvs wont match the bag... But I am waiting to see what there final offer is and I shall go from there. The Alexa and purse were a 1st wedding anniversary gift from him indoors so do want to replace rather than just refund.

Thanks again everyone!

visidigi

If you have the money now and can spend it anywhere...John Lewis have 20% off Mulberry at the moment...

gunsandbanjos

visidigi wrote: »

If you have the money now and can spend it anywhere...John Lewis have 20% off Mulberry at the moment...

They are price matching selfridges. If OP asks nicely Mulberry may play ball and match too.