Mulberry Handbag Repair within 12 months of original purchase

advice_please_2

So my wife handbag near £1k the lock has broken.
Not impressed with a high end product which isn't made for just occasions

The service has been awful.

- they only offer returns in direct channels ie not via house of fraser
- you have to pay and package yourself, they don't send out appropriate packaging and paid for like Apple
- I took it to outlet factory but staff were unfriendly
- 2 weeks later I ring in and ask for a status, surely as they have my number, email they could have emailed, text to confirm receipt
- unlikely to get it back before Xmas

Am I over reacting or in the right to moan of poor customer service and after sale?

Would you experience this with an Apple product, Sony Product, home consumer electronics? They would probably just replace?

If it was a car they would offer a courtesy car.

Is this normal for high end luxury leather good industry?

bris

You pay for the name not for a tenners worth of leather, leather and buckles cost the same regardless of what name goes on it.

You are now at the mercy of the warranty terms now it is over six months old so if you want the retailer to deal with it you need to follow the SOGA guidlines.

And no Apple and Sony will not just replace if it can be repaired.

InsideInsurance

bris wrote: »

You pay for the name not for a tenners worth of leather, leather and buckles cost the same regardless of what name goes on it.

You are now at the mercy of the warranty terms now it is over six months old so if you want the retailer to deal with it you need to follow the SOGA guidlines.

And no Apple and Sony will not just replace if it can be repaired.

Like for like leather costs the same but the leather used for by one company is not necessarily the same as the leather used by another. Not saying Mulberry necessarily uses the "best", that would be subjective anyway, but not all the money simply goes on the brand -v- a Primark bonded leather bag

To the OP - where did you buy it from? Did you buy it from House of Fraser (seeing as you mention them), Mulberry or a Mulberry Outlet?

Ultimately your contact is with the retailer not the manufacturer and so unless you bought it directly from Mulberry then anything they are doing for you is purely goodwill.

Apple will sometimes replace items but they replace them with reconditioned items in most cases, they then repair yours and give it to the next person. Other times, mainly for laptops etc, they repair not replace.

Obviously with handbags being leather and thus much more prone to marks (which often add character if they're good quality leather) its not really going to be acceptable to try and swap a broken bag with a reconditioned one.

harrys_dad

I believe Mulberry bags are now made in China like most other makes. Why on earth anyone would pay £1000 for a handbag escapes me. Your wife paid for the cachet of having a "branded" bag, not one made better than others. Surely she doesn't want to carry last year's bag anyway?

pulliptears

harrys_dad wrote: »

Why on earth anyone would pay £1000 for a handbag escapes me.

Perhaps because how people spend their hard earned cash is entirely up to them, and if they want to spend £1000 on a bag and can afford to then it's nobody else's business but their own is it?

aileth

This isn't the first post recently about Mulberry bags not lasting very long.....

pulliptears

aileth wrote: »

This isn't the first post recently about Mulberry bags not lasting very long.....

I have no experience with Mulberry, sadly more than I can afford, but I do have experience with Radley CS. I had a lovely bag my Dad bought for me not long before he died. The strap broke so I called Radley who immediately offered a replacement. I explained the bag had great sentimental value to me and they agreed to courier it back to them and repair it. It came back fixed a little over a week later.
That was a £200 bag and I think you should be expecting that level of service from Mulberry. Poor show from them really.

aileth

pulliptears wrote: »

I have no experience with Mulberry, sadly more than I can afford, but I do have experience with Radley CS. I had a lovely bag my Dad bought for me not long before he died. The strap broke so I called Radley who immediately offered a replacement. I explained the bag had great sentimental value to me and they agreed to courier it back to them and repair it. It came back fixed a little over a week later.
That was a £200 bag and I think you should be expecting that level of service from Mulberry. Poor show from them really.

Yep Radley are fantastic. I bought one from JL for about £100 on sale which had the Radley symbol on a tag attached to the bag. Unfortunately this was the same time as getting our puppy and I wasn't very adept at puppy proofing. Pup chewed the tag off, totally devastated. However, one call to them later they sent me a tag free of charge.:T

Shame Mulberry can't compete with their CS.

tinkerbell28

Thread like this always bring out the green eyed monsters.

Personally, I can't talk, my husband calls me a snob. Sp I see no issue in spending her money...or yours...ahem on whatever you choose.

Yes your contract is with HoF, however you'd expect a damn sight better from Mulberry. I too recall there have been threads on them in the past....

InsideInsurance

aileth wrote: »

This isn't the first post recently about Mulberry bags not lasting very long.....

Given the volume of people that have them and particularly their volume of sales from outlet stores, its not really surprising that some have problems.

The Mrs has 2 of their bags from a few years ago, one which is used almost daily, and never had any problems with either of them

pulliptears

Gunsnbanjos is the Mulberry expert on here, if she see's this thread I'm sure she can offer some insight