Mulberry sale

Mama-G

I ordered a pair of the jelly shoes (sale item), they arrived yesterday which was very quick as I only ordered last thurs. I was a little worried after reading this thread but to my delight, their fab. Seems the problem is just the bags which is such a shame seeing as that's their most popular item. Hope you all get your problems sorted ASAP x

gunsandbanjos

janeroser wrote: »

Have just received Email from customer service after over a 10 days of waiting for them to reply. They want me to phone them and discuss the problem. They wandered if I had any photos bit of a cheek as it has taken them an age even to reply. After all of the probs and disappointment they have given us they may just get told some home thruths.

Is that 10 working days?

Hope you get your problem resolved.

Ep007

Any update ladies?

sammylou100

I have loved mulberry for a long time and have 5 of their bags, but I will never buy another after recent treatment from their customer service dept. I haven't even looked at the sale this time. It's a shame as I love the bags, but for that price you'd expect a bit more.

bb69

sammylou100 wrote: »

I have loved mulberry for a long time and have 5 of their bags, but I will never buy another after recent treatment from their customer service dept. I haven't even looked at the sale this time. It's a shame as I love the bags, but for that price you'd expect a bit more.

What happened?

hadjab

janeroser wrote: »

Have just received Email from customer service after over a 10 days of waiting for them to reply. They want me to phone them and discuss the problem. They wandered if I had any photos bit of a cheek as it has taken them an age even to reply. After all of the probs and disappointment they have given us they may just get told some home thruths.

I had a similar situation last. My husband bought me a bag from House of Fraser for Christmas, but it developed a fault after a couple of uses. We took it back to HoF for a replacement but they didn't have any left so we got a refund then ordered another from the Mulberry website. After about three weeks of no communication, I got the same email - they basically said that as I'd paid with my husbands card but the order was in my name, that they wouldn't despatch to prevent fraudulent activity - needless to say, I wasn't impressed.

sammylou100

My Mum had an issue with her Tillie satchel, the buckles were so heavy she only used the bag once and it gave her such terrible backache she couldn't use it again. We emailed Mulberry as they'd actually stopped using those buckles and we wondered whether this was because of the weight of them and expressed dismay that a £500+ handbag could now not be used as it left my Mum in pain. Got a very standard 'thank you for your feedback, this is not an issue' email. We then took it into a store, where staff agreed the bag was very heavy (three times heavier than my Effie, which is pretty chunky) and sent it to head-office. Nearly a month later the bag was returned to my mum, with a basic note saying as far as they were concerned it wasn't an issue. Basically put-up and shut-up. If this was a highstreet store I wouldn't have been surprised by this, but from someone like Mulberry I was shocked and I won't be buying further items from them.

Ep007

To be fair to them didn't your mum try the bag before she bought it or while it was in the return period? Many of the bags are heavy and it is only sensible to try them out before you commit to keeping...

sammylou100

For her it's not an everyday bag, it's something for special days out and she didn't know how painful it was until she'd spent the day carrying it around. We didn't expect a full refund or anything like that, she even asked if she could pay to change the buckles, but just got a complete no-go from Mulberry.

Ep007

sammylou100 wrote: »

For her it's not an everyday bag, it's something for special days out and she didn't know how painful it was until she'd spent the day carrying it around. We didn't expect a full refund or anything like that, she even asked if she could pay to change the buckles, but just got a complete no-go from Mulberry.

They refuse to change the hardware that comes on bags other than straight like for like replacement to ensure authenticity which I know is a pain but there is a reason for it. It is an expensive lesson but I have always found stores really good at letting you put your things in bags to try them out in store and you should use the refund period to make sure you are completely happy with a bag ..as you say it is too much to spend to not be able to use it. Fortunately these bags hold their value so she could sell on either on eBay or using a reputable commission seller and use the funds to buy something else she can use? Goatskin is a very light leather