Mulberry

One of my favourite brands as well as store in Melbourne! They really look after you well.

Told me there was no stock in store, but they could order it in from the warehouse.

I told her I will just buy it online, she insisted it was sold out online. She clearly lied.

Pushy sales are not a good look Mulberry!

Don't buy with Mulberry unless they have the bag instore.

Paid 3.5 months ago in full, was told the bag would arrive in 6 weeks, 3.5 months on - no bag, no communication, no follow up. Is this akin to daylight robbery?

Followed up twice. Once with the Collins St store who never called back. Again with the Emporium store who said it would arrive the following week - bag did not and still has not arrived a few weeks later.

Update: Mulberry Australia have gone into receivership which explains all the disingenuous interactions with this company. Very untrustworthy from purchase until now.

I would love to give negative star if I could.

I urge Mulberry’s new chairman, Mr Andrew Christopher Roberts to have a good look at what happen to your customers here in Australia.

My terrible experience - When I walked into the shop, the staff served me with smile and told me that the colour I wanted was not in stock. I made a full payment and was informed I would get my bag in 8 weeks.

After many weeks of waiting, no communication, nothing and then an email informed me that Mulberry is under receivership. What a joke!

Absolutely zero transparency when purchasing a bag. Informed would be 6 weeks now 3.5 months later and nothing but excuses and conflicting information. Such an abysmal experience. Very poor communication

We ordered a bag and paid for it in full on the 14th March, to be told 2 weeks for bag to arrive. 3 weeks later, we phone to be told the sales person (who had since left), should not have promised 2 weeks, but up to 4 weeks. We promised a follow up, but none came. We phoned to get an update a week later, to be given all the usual apologies, and so surprised no one had been in touch, however, the bag is imminent! We went back in just before Easter, to be greeted by the person in charge, and oh, how surprising that we had not been contacted. To this new person's credit, she provided her mobile number so that we had a point of contact. Well surprise surprise, it was us that had to touch base, as again and again, NO FOLLOW UP FROM MULBERRY! We sent text message yesterday to ask, and guess what, still no bag, happy to refund or accept a different colour! No interest or care from MULBERRY AT ALL, NO POINT TAKING IT OUT ON THEIR STAFF, they are left to deal with poor to no direction from MULBERRY. 8 weeks on, no bag, staff look at you with empty looks and you can see it in their eyes, they have no idea at all, if anything they unfortunately display a lot of ignorance, but with a smile! SHAME ON YOU MULBERRY, especially as we read others having same / similar experiences to us. TO THE MANAGEMENT OF MULBERRY, SERIOUSLY CONSIDER WHETHER YOU ARE CAPABLE OF RUNNING STORES HERE IN MELBOURNE / AUSTRALIA, EITHER SHOW GENUINE CARE OR STOP BEING HERE. How sad you leave it to inexperienced staff to handle your incompetencies.

The store manager is unwilling to refund unless we come into the store. Apparently they do not have a customer service team as the number they give their customers is disconnected.

I have been a loyal Mulberry customer for 30 years but no longer. At these prices, customer service has to be better. The taking of money without the ability to actually provide the item will be reported to the ACCC and Consumer Affairs Victoria.

We ordered a bag and paid for it in full. 3 months on and still no bag but lots of excuses ranging from no planes, no staff at airports and dispatchment issues in the UK.

The store manager is unwilling to refund unless we come into the store. Apparently they do not have a customer service team as the number they give their customers is disconnected.

I have been a loyal Mulberry customer for 30 years but no longer. At these prices, customer service has to be better. The taking of money without the ability to actually provide the item will be reported to the ACCC and Consumer Affairs Victoria.

Highly recommend Will who happily showed me all the models I was looking for and patiently helped me choose a bag that suits my needs. He is honest and I can see he has many loyal customers.

So very dissatisfied and disappointed with lack of care from all sakes staff in the Emporium Store in Melbourne. Very superficial and the staff are purely there to collect wages without any care of wanting to sell, actually, not wanting to sell. Why make customers pay upfront not knowing when product will arrive. No follow thru at all and no care at all. Hang your heads in shame, staff and Mulberry. At least we received refund, who knows if the goods would have ever turned up?

Very strange things happening at Mulberry atm. Taking full payment for things that don’t arrive; lying about what stock is in the country and what isn’t.

Very disappointing customer service at mulberry in chadstone. Something very strange is going on. I ordered a bag end of February and was told due to Covid it would take up to 4 weeks for the bag to be shipped from overseas. It’s now mid April and no one can tell me when this bag will arrive and they won’t answer the phone in store. I have no choice but to go into the store and get a refund. The lack of communication is very concerning. Also very odd that no one will answer the store phone.

Extremely appalled by the customer service and supply chain management. I pre-purchased an item 12th January noting that it would arrive early February. It is now the last week of February, not only did i not receive any emails from corporate Mulberry of a global supply issue (which the store person has notified me of today), i did not receive any formal communication from anyone from Mulbery,

First if you know there is a delay, you contact your customer via phone and email (that is why you have our contact details). Second you should keep us posted on potential updates and not wait for us to chase up with you 6 weeks later. We have paid more than 1000 for it to be sitting in limbo and now i have been advised that they do not know when the item will arrive, might be another two weeks and i can look at refund options?

Who will compensate for the >$1000 which has been sitting with Mulberry for more than 6 weeks when i can better invest it elsewhere. It is appalling supply chain management from Mulberry considering you are a luxury brand.

Your store staff is fine but we should have at least received email from corporate global mulberry and store. We have received nothing.it was a gift for a very dear friend of mine early February. You have ruined the occasion for me. Now you are asking if i want a refund? ! I think it is very irresponsible of Mulberry if your customers have already waited for more than 6 weeks and you are only presenting this option to them now. This should have been an option immediately after knowing you are unable to deliver what you promised! You need to compensate your customers appropriately.

The shop manager just pushed you to buy, just couldn't leave you alone. She claimed that some bags were made in England, while they were actually made in Turkey, It's a lie to me!

Great stock and friendly staff who know they products. I was offered champagne even though I was just accompanying a friend to check out a bag.

On a seperate occasion, the item I wanted was supposedly out of stock in the systems. However, the staff checked the store again to make sure I wasn’t disappointed and found the item.

Be sure to check their sale items.

Possibly the most annoying shop staff in all of Melbourne. Even worse than Honey Birdette, and that's saying something. They won't leave you alone, follow you around the whole store, and comment on everything you look at ("That's a nice bag! "). Not only does it actually prevent you from browsing, it creates an impression of desperation, and not one I expect from a luxury brand. I walk out every single time because I just can't stand it. Be helpful when people need it, otherwise just let us browse.

I do pity those who work in retail. When the staff don’t give enough attention - they get the bashing. When the staff are attentive - nah too much attention, leave me alone.

My experience in this store was fantastic. The girls were genuine and well-versed in their product knowledge. They also respected my personal space when I needed time to choose my bag. They even called a couple of weeks later to get feedback on my purchase.

Kudos to Sophie, you truly seemed like you enjoy working for Mulberry. I hope the HQ notices your fabulous customer service.

Staff was friendly and very active to give explation of goods. That is Why it was easy to pick up the bag without spending long time. We just stayed 15min for buying a bag. Thanks for helping.

Possibly the most annoying shop staff in all of Melbourne. Even worse than Honey Birdette, and that's saying something. They won't leave you alone, follow you around the whole store, and comment on everything you look at ("That's a nice bag! "). Not only does it actually prevent you from browsing, it creates an impression of desperation, and not one I expect from a luxury brand. I walk out every single time because I just can't stand it. Be helpful when people need it, otherwise just let us browse.

Had the worst experience in this store. The staff was very rude and impolite to me. Don't understand why a manager can be so impatient and impolite to a customer. I wanted to get a new bag from here, but not anymore and never coming back again. The worst luxury experience I have ever had.
I also called their other store in melbourne and they were very patient and polite to me.
A very disappointed experience and review.

The worst and the best experience here! The only reason I gave 5 stars is for Alice, the store manager who provided one of the best customer services I've had experienced. Long story short, it was my luck to make my first Mulberry bag's purchase (a small Bayswater) and found some scratches on it. When I returned it the next day, another manager who took my case didn't even say sorry or showed any emotion. She asked me to come back in a week for a new bag replacement. When I made a follow up during and at the end of the week, nothing happened. I ended up waiting for nearly 2 weeks with no confirmation of my replacement bag. Eventually I showed up at the store today to get it sorted out as I have to leave Melbourne soon, lucky I had Alice who took over my case today. Not only did she understand and show her empathy of what I've have gone through, she also helped me to sort out the refund and dealt with the situation very professionally. Unfortunately there was no small Bayswater available in the store for me but I ended up buying 2 small zipped Bayswater bags instead and am very happy about them. Thanks to Alice's excellent customer service, I definitely become one of Mulberry's fans now.