Mulberry sale

frothie

Today I had a reply to my email saying I should send the faulty bag back and they will get their Quality Assurance dept to look at it.
No mention of sending me another bag (they are now out of stock) or any clue as to when I would get a refund.
I am appalled at this lack of customer service from Mulberry - I know the bag was in the sale but it still cost £700!

24skins

frothie wrote: »

Today I had a reply to my email saying I should send the faulty bag back and they will get their Quality Assurance dept to look at it.
No mention of sending me another bag (they are now out of stock) or any clue as to when I would get a refund.
I am appalled at this lack of customer service from Mulberry - I know the bag was in the sale but it still cost £700!

Same here, contacted them about a bag turning up in poor condition (with scratches on the hardware) & they've asked me to return it to be inspected before they can do anything. Wish I'd just returned it without saying anything now.

janeroser_2

24skins wrote: »

Same here, contacted them about a bag turning up in poor condition (with scratches on the hardware) & they've asked me to return it to be inspected before they can do anything. Wish I'd just returned it without saying anything now.

You are lucky you had a reply still waiting for mine. If all these bags are going out faulty then are they seconds and we are being taken in by this company.

TheDancingBanana

I'm sorry to hear of your problems girls. Whilst personally I've never had a problem, this is quite alarming to hear. A company like Mulberry should pride itself on delivering exceptional quality and customer service and clearly this is not the case. If someone told me to return a £700 handbag in an offhand manner I would be spitting feathers.

I hope these problems are resolved for you in a timely manner with a full apology and suitable recompense. Please keep us updated, I'd be interested to know how this pans out as I, for one, have no wish to deal further with a company who treats its customers with such contempt.

samboette

I came back here to see if anyone else was disappointed with their purchases and I'm glad I'm not the only one (thought I may have been a bit fussy).

I was less than impressed that it took an absolute age to access the Mulberry website and wasn't going to purchase anything but as always I gave in.

I purchased a Large Black Dorset Tote, a Tasha in Emerald and an iPad sleeve also in Emerald. My order turned up this week and have to say I'm very disappointed.

The Dorset was crinkled and folded around the other 2 items, I'm almost certain it's a second and the Tasha, whilst looks gorgeous in the a Emerald green the zip pulls are scratched and marked.

I'll be returning the whole order to Mulberry. However looking at the problems some have been having with their customer service I'm unsure whether to inform them of the issues before I send my order back?

janeroser_2

samboette wrote: »

I came back here to see if anyone else was disappointed with their purchases and I'm glad I'm not the only one (thought I may have been a bit fussy).

I was less than impressed that it took an absolute age to access the Mulberry website and wasn't going to purchase anything but as always I gave in.

I purchased a Large Black Dorset Tote, a Tasha in Emerald and an iPad sleeve also in Emerald. My order turned up this week and have to say I'm very disappointed.

The Dorset was crinkled and folded around the other 2 items, I'm almost certain it's a second and the Tasha, whilst looks gorgeous in the a Emerald green the zip pulls are scratched and marked.

I'll be returning the whole order to Mulberry. However looking at the problems some have been having with their customer service I'm unsure whether to inform them of the issues before I send my order back?

Sounds like the same packer packed yours and mine. I would just return and keep quiet until you get your refund sounds like others who have complained prior to returning are having problems getting their money back. Sad state of affairs !!!!.

samboette

janeroser wrote: »

Sounds like the same packer packed yours and mine. I would just return and keep quiet until you get your refund sounds like others who have complained prior to returning are having problems getting their money back. Sad state of affairs !!!!.

Looks like it doesn't it? I visited the Mulberry Outlet in Shepton Mallet before Christmas and purchased a Zigzag Alexa and it was immaculate (well to my untrained eye it is) but the Dorset Totes they had displayed looked to be of poor quality, hence not buying one then (they were the same price in the Outlet shop).

I think I'm just going to return the order without saying anything, looks to be easier that way.

janeroser_2

samboette wrote: »

Looks like it doesn't it? I visited the Mulberry Outlet in Shepton Mallet before Christmas and purchased a Zigzag Alexa and it was immaculate (well to my untrained eye it is) but the Dorset Totes they had displayed looked to be of poor quality, hence not buying one then (they were the same price in the Outlet shop).

I think I'm just going to return the order without saying anything, looks to be easier that way.

Wise move.

Tamara_2

Really sorry to hear these stories as it does look like Mulberry is going downhill. I have bought a lot of bags from them over the years, both from their website and the shop in St Christopher's Place when we lived in London, plus a couple from the outlet shop in Cheshire Oaks. Prices have shot up in recent years, but it looks like their customer service is going down. I wasn't going to buy anything this time around but managed to get a Dorset Tote in red when the John Lewis sale started (I'd put a Blush Alexa in my shopping basket and someone else nabbed it before I could check out - hope it was one of you lucky ladies!)
Do please tell us how you get on with your returns to Mulberry.

gunsandbanjos

I personally wouldn't buy a Dorset tote, I like the look of the style but in my opinion not worth the money having seen them in the store. The leather is really thin and the straps not robust enough.

If you like that shape I'd much rather buy an LV Neverfull.