Mulberry Outlet — Attraction in Cherwell District

I don't know what's happened to Mulberry in the last few years but it's not good. I had issues with my last order not turning up but last week ordered another handbag through their website and paid for next day Saturday delivery in the hope it would avoid further delivery issues. A week later no sign of it, just says 'processing' on my account, and clicking 'track my order' leads to a 404 page. Item is still supposedly in stock and for sale on their website. Phoned the customer service number they advertise as being available 9-5 Mon-Fri but all you get is a recorded msg telling you to email! I emailed, and the auto reply says they are replying within 7 days! How can a company take £1000 for an item and then provide zero customer service?! At this stage I'm looking at having to do a chargeback on my card just to get my money back. Really sad state of affairs from a once-luxury brand.

Replying to their reply - the cutoff time of 2pm isn't stated on the website, the checkout page stated it would be delivered on the 19th. The fact that they rolled it over a whole week rather than shipping to arrive on the Monday makes no sense. And interesting how they can't man their phones or reply to emails quicker than 7 days but will reply to a negative review within a few hours. ...

My 1 start is based on multiple visit to this outlet store. I remember their customer service was outstanding but last couple of times I have visited this store I have felt let down, and awful staff with no customer service skills. This happened last month, I don’t know her name but she is slightly older than the rest of the team. The sales person was quite abrupt and actually raising her voice when I was browsing the wallets section which was on offer. She was almost implying to me and my sister stop touching the products if you are not buying. Today, I went back to the store and met a lovely Taiwanese sales lady who helped me. As I went to pay at the till, 2 staff talking with each other about their diet and completely ignored my presence. I had to ask another sales to help me with my purchase. Lastly, wrong price displayed on the product. Bearing in mind, I have visited multiple times and the price had been the displayed same every time. So today I wanted to buy as they were on additional discount. But when it went through till it showed the higher price and said that the prices were incorrect on display. I did buy the products today. I am aware this is an outlet store but I hope management team are able to see and work on their staff customer...

Very poor service via their suggested WhatsApp ‘service’. No reply or acknowledgement. Just ignored! I realise their busy this weekend, but then, that’s the excuse they use all year. The discounts are not really worth the long journey of you live quite far. The saving is usually about 10%. Better to take a trip up to their London stores, make a day of it and see the sites, which costs nothing! Their stock at the outlet is limited but if you really do want to make that journey, call them first to see if they have what your after or it may be a wasted trip!they will not reserve the item for you. The staff when I went about a month ago were not even aware of the latest styles. At least the London stores will have what you want and if not, they’ll order it for you and get it delivered to your home...