Mulberry sale

sammylou100

Yep, unfortunately it'll be an eBay job, but we won't be buying anything else from Mulberry.

frothie

I emailed Mulberry to tell them that my bag was on its way back via their courier so I expected an immediate refund (as they had previously promised) as well as a response from a manager regarding recompense for all the time wasting and hassle the faulty bag had caused.
I got a standard response the next afternoon which offered no confirmation of them receiving the bag (it was sent guaranteed delivery before midday), it simply said they would aim to process the refund in 96 hours and that their manager was aware and sorry about the issues.
I'm really disappointed in the whole experience.

Ep007

frothie wrote: »

I emailed Mulberry to tell them that my bag was on its way back via their courier so I expected an immediate refund (as they had previously promised) as well as a response from a manager regarding recompense for all the time wasting and hassle the faulty bag had caused.
I got a standard response the next afternoon which offered no confirmation of them receiving the bag (it was sent guaranteed delivery before midday), it simply said they would aim to process the refund in 96 hours and that their manager was aware and sorry about the issues.
I'm really disappointed in the whole experience.

And understandably so but mulberry isn't after customers like you and me anymore...they want to be a premier brand and want people who will buy at full price not in sales ...contrast this with tesco who misdirected some of my sales items. ....customer care tracked them down called me to let me know they were ready for collection..called again to make sure all was ok and gave me £5 for the inconvenience and extra trips calls etc

janeroser_2

Ep007 wrote: »

And understandably so but mulberry isn't after customers like you and me anymore...they want to be a premier brand and want people who will buy at full price not in sales ...contrast this with tesco who misdirected some of my sales items. ....customer care tracked them down called me to let me know they were ready for collection..called again to make sure all was ok and gave me £5 for the inconvenience and extra trips calls etc

Im afraid you are right they have no interest in us poor mortals anymore. They just take our money and send substandard goods presented well worse than any company I have dealt with. Such a disappointment.

zierisaver

My experience of Mulberry's customer services is very good. Took a bag into their store at Spinningfields, Manchester. No receipt, no tags on it (it was a present). They swapped it out for another colour there and then, talked me through how to protect the bag from scratches (embarrassingly there were a couple on the present even though I hadn't used it), and were more than polite with me. Maybe going in-store is the answer?

Ep007

zierisaver wrote: »

My experience of Mulberry's customer services is very good. Took a bag into their store at Spinningfields, Manchester. No receipt, no tags on it (it was a present). They swapped it out for another colour there and then, talked me through how to protect the bag from scratches (embarrassingly there were a couple on the present even though I hadn't used it), and were more than polite with me. Maybe going in-store is the answer?

Good to hear you had such a great experience but I find the stores hit and miss some of them wouldn't be able to spot a fake bag close up ..without prof of purchase or authenticity I think you were very lucky indeed

gunsandbanjos

sammylou100 wrote: »

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.

In fairness none of that is Mulberrys fault. I didn't think Tillie was that heavy, the hardware isn't that bad.

bargainqueen8

zierisaver wrote: »

My experience of Mulberry's customer services is very good. Took a bag into their store at Spinningfields, Manchester. No receipt, no tags on it (it was a present). They swapped it out for another colour there and then, talked me through how to protect the bag from scratches (embarrassingly there were a couple on the present even though I hadn't used it), and were more than polite with me. Maybe going in-store is the answer?

i would also give the manchester store a thumbs up and their counter in kendals in manchester,really lovely helpful staff.i needed to return some gloves my husband brought me for christmas,because of HoF returns policy it was a bit of a pain but the mulberry staff were all helpful and know their stuff.i wont shop in kendals again because of their return policy but will definately be in spinningfields shop again.:D

bb69

Maybe we should move this discussion to the Shop but don't drop section... as this thread isn't techinically a 'Grabbit' anymore

I'll send a PM

katehesk

Same here, found the Manchester store SA's very helpful and know their stuff.