Mulberry

Sara is wonderfully helpful, and also, once you leave the store, keeps you abreast of new arrivals that might tickle your fancy. As for prices, the retail cost is hard to pay unless you’re gifted it (or else have come into easy money via one or two daytrades, etc), yet I personally loved the customer service here, and see myself getting my «everyday» shoulder bag here.

I don’t even know where to begin. I’m pretty livid and just can’t believe Mulberry hired a store manager named Kristy to represent this brand. She was incompetent and NOT helpful.
I was gifted this beautiful mulberry pink zip-​around wallet, but accidentally got rained on and I was left with a memorabilia of raindrop stains. You would expect from a luxury brand, a care card instructions would be inserted with all accessories but my wallet didn’t come with one. Time after time, the stains on my once beautiful wallet really got to me and I had to do something about it. As I was reading up on care and repair on the mulberry website, I had the impression that I could send in my wallet for repair to at least see what can be done (I’m still under the 12-​month warranty).
To make sure I’m getting consistent answers, I decided to call the next closest store, New Jersey in Short Hills and spoke to an associate who was informative and helpful named Samantha. She had advised to bring in the wallet and to be examine. She also said repair may be able to remove the stains but guaranteed that the leather May chance in color which I was totally fine with. But I had to sadly decline only bc I live in Virginia which would make sense for me to make a trip to Tyson’s Galleria since I live 20mins away from the mall. She was still kind enough and had said, if I have any trouble that she would be happy enough to help.
But when I spoke to Kristy, she had said Mulberry’s repair doesn’t do ANY leather cleaning service but I advise I can take it to a leather cleaning place to see if they may be able to clean it. All I wanted from her is to send my wallet to repair to see what they are capable of. When I had insisted that I wanted to be sent, it seemed as if she was pulling excuses out of her ass and left me with the impression she didn’t care. I had told her I called the New Jersey store and the answers aren’t consistent and told me she’s been with the brand for a year said she will call New Jersey to follow up. I replied saying it’s not needed and thanked her for her time and the dissatisfaction response and hung up.
I called Short Hills again, spoke to the manager, Andrew and explained my situation and complained how low I left from someone who been with the company for a year. Andrew was very formative and helpful. My answers was consistent as Samantha had said. My wallet will be finally beautified from a store that’s miles and miles away.
This is not the end of it… I called Mulberry’s corporate office to express my complaint. I want an apology from this woman. She shouldn’t have brushed me away like that. I did tell corporate they hired the wrong person to be representing their brand.