Mulberry Handbag Repair within 12 months of original purchase

visidigi

harrys_dad wrote: »

I believe Mulberry bags are now made in China like most other makes.

Somerset, Turkey and China.

Source of bag is stated on a tag stitched inside the bag so you know before buying.

My mum has two, one she got for a significant birthday - she still has it many many years later.

Been repaired once, without charge handled by the retailer it was bought from (selfridges)

Tenyearstogo

harrys_dad wrote: »

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?

Mulberry handbags are used year upon year by most women. Most ranges are years old, such as the Bayswater. New colours/leathers come out seasonally. There is no shame in last years handbag. It's not some tat from Primark, Paul's Boutique or Next that dates with each season.

My oldest Mulberry bag is ten years old, you cannot get that colour in the design now. I proudly use it, it's a style classic.

I've never experienced any problems with my mulberry handbags so can't comment on their CS though.

gunsandbanjos

pulliptears wrote: »

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

Lol, I may own a mulberry or two...

gunsandbanjos

visidigi wrote: »

Somerset, Turkey and China.

And Spain, though I believe they are stopping production in china now they have opened a second factory in England.

gunsandbanjos

advice_please wrote: »

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?
Is this normal for high end luxury leather good industry?

Things break, it happens with even the highest end products, they are handbags, not carbon nanotubes, these things happen!

If you take to a standalone store they send free of charge, it's clearly stated on their website. I've had 2 repairs done in the past few months on different bags and I've taken them into my nearest store and they've sent them away for me.

Unfriendly staff is not acceptable, but again you get that sometimes, it doesn't reflect on the brand as a whole.



2 weeks is not long, when i dropped my latest bag off they told me it would take 6-8 weeks, they are busy right now and these things take time. It's pretty standard to be honest. They will ring you when they have some news about your bag.

From a legal point of view, they must repair, replace if they can't repair or refund whilst the bag is in warranty. Apple or Sony wouldn't just replace, they would try and repair first.

My bag couldn't be repaired so I'm getting a new one couriered to me tomorrow:D they offered me a new one or vouchers to the value I paid.

Yes you are over reacting. I happen to know they are really busy right now. I had a bag repaired about 3 months ago and it only took 10 working days to be turned around including delivery back to the store, it just depends how busy they are.

gunsandbanjos

Tenyearstogo wrote: »

Mulberry handbags are used year upon year by most women. Most ranges are years old, such as the Bayswater. New colours/leathers come out seasonally. There is no shame in last years handbag. It's not some tat from Primark, Paul's Boutique or Next that dates with each season.

My oldest Mulberry bag is ten years old, you cannot get that colour in the design now. I proudly use it, it's a style classic.

I've never experienced any problems with my mulberry handbags so can't comment on their CS though.

Ooh, what have you got?

I have a couple of older styles (Roxanne and Rosemary), they are 6/7 years old and still look amazing, can't beat a bit of Darwin:) love my newer ones too but have a proper soft spot for older styles.

jkkne

Coming next on the bag forum

One arm backpack or two?

gunsandbanjos

jkkne wrote: »

Coming next on the bag forum

One arm backpack or two?

What?

This makes no sense.

neet87

I have to say I do like Mulberry handbags BUT I too have had problems with their customer services. Two or three years ago hubby got me a daria hobo for my birthday and they sent one that was so obviously damaged the packer must have seen it but still sent it to me (it had a large print on the back of it where it hadn't been stored properly).

It was sent back for a refund and due to it being their error they did pay for the return, however we had to chase for this and when we rang up to check they had received it back they were very unhelpful and claimed they had no way of checking if it had been returned! Maybe the person was having a bad day but I did expect more from the brand.

My advice would be keep chasing them.

advice_please_2

Thanks

Bag was actually from mulberry online
Didnt buy from john Lewis or house of fraser, but wish I did now, as mulberry direct CS is poor.

Ok might be over reacting, but I guess my expectations is that they should send something out to ensure the bag is safe for courier in terms if packaging.
Also once its in different progress status to have that communicated

Also I think it's an excuse to why its a busy period
I know things break at times but as a repair centre would volume not be stable, ie why would repair centre be busy now?