Wow - that is shocking behaviour - the SA in question should be ashamed of herself - if that happened to me I would be extremely upset - and yes, it certainly rather takes the shine off the brand - but maybe you were just unlucky on that day - I had a similar experience with Jessops (the camera shop!!) - not high end, I know, and I think with the top designer brands it is somehow even worse if you have a bad experience. The Jessops guy was possibly the rudest individual I have EVER come across - butYesterday I took my black regular Alexa to my local Mulberry store to send her off for repair because she has multiple defects. Which for a bag that is just under a year old was really disappointing.
I went into the store my usual cheery self expecting the same high level of service when purchasing something from there but in the end left with a bad taste in my mouth and pretty hacked off.
The SA I dealt with was very nice until I explained that I had to send an item for repair, then the shutters came down and SA was very abrupt and snappy. Now, I am a bit of an anal sort so wrote up a wee list of the issues with my bag, all in all there are 6. But my main concerns were that the inking around the handle braid (~ 4cm) has came off, the inking on the left top edge of the bag has done the same and the front plate has tarnished dramatically.
I point out all of my issues and explain that I am really disappointed considering the cost of the bag and how well I have mothered it. My wee Alexa has never been placed on the floor, stored in her dust bag and colloniled regularly. SA then says that this is normal and that its just "wear & tear". At this point I am devastated that someone would think that issues like these are normal for a bag that now retails at £785.
SA then proceeds to ignore us while filling in repair form, not consulting me about the content. After form filling is complete, 10 mins later the SA informs me that they will call when the repair guys have informed them if the bag is to be repaired but they don't think it will come to that as its "normal wear" *screams in head*. My receipt is then flung across the counter at me and my sorry little self leaves the store. I need a coffee after my ordeal, whilst in there my boyfriend then reads the yellow repair slip which ends with "customer not happy" with "happy" underlined. Am I being overly sensitive reading this remark? I would assume most customers sending a year old bag for repair won't be too chuffed and that is doesn't need to be stated and then underlined.
Arrrggh! I really expected more from Mulberry with its repairs. I was made to feel as if coming in was an overreaction and that my concerns were nonsense. Perhaps I have been spoiled with the service I got in Chanel when I needed a repair, they were excellent. Should I really expect the same level of customer care in Mulberry?
Have you ladies had issues like this?
How have your repairs went?
Apologies for my rant but I am really gutted. Someones just popped by Mulberry balloon
Bless you - I really feel for you and it's sad if it has tarnished your feelings for the brand - but perhaps you just caught the SA on a (very) bad day - but it is still no excuse for such disgusting behaviour - you expect it even less, and it is somehow even more shocking, in high-end retail. I had same sort of experience in Jessops (the camera people - so from the sublime to the ridiculous!!!) - said SA (male) was agressive and absolutely totally out of order and left me shaking!! - takes a lot to do that to me I have to say - I duly complained to the manager and it was achingly obvious that I was not the first to lodge a complaint about this particular individual - made me feel a little better!! BUT the point is that no one should have to put up with that, and I do hope the outcome is good for you in the end - but yes you should ultimately take it up with customer services if situation isn't sorted to your satisfaction - no self-respecting bonafide Customer Rep for Mulberry will leave you in the lurch - they have a brand with a huge heritage of high quality to uphold - their life won't be worth living if they don't. Best of luckYesterday I took my black regular Alexa to my local Mulberry store to send her off for repair because she has multiple defects. Which for a bag that is just under a year old was really disappointing.
I went into the store my usual cheery self expecting the same high level of service when purchasing something from there but in the end left with a bad taste in my mouth and pretty hacked off.
The SA I dealt with was very nice until I explained that I had to send an item for repair, then the shutters came down and SA was very abrupt and snappy. Now, I am a bit of an anal sort so wrote up a wee list of the issues with my bag, all in all there are 6. But my main concerns were that the inking around the handle braid (~ 4cm) has came off, the inking on the left top edge of the bag has done the same and the front plate has tarnished dramatically.
I point out all of my issues and explain that I am really disappointed considering the cost of the bag and how well I have mothered it. My wee Alexa has never been placed on the floor, stored in her dust bag and colloniled regularly. SA then says that this is normal and that its just "wear & tear". At this point I am devastated that someone would think that issues like these are normal for a bag that now retails at £785.
SA then proceeds to ignore us while filling in repair form, not consulting me about the content. After form filling is complete, 10 mins later the SA informs me that they will call when the repair guys have informed them if the bag is to be repaired but they don't think it will come to that as its "normal wear" *screams in head*. My receipt is then flung across the counter at me and my sorry little self leaves the store. I need a coffee after my ordeal, whilst in there my boyfriend then reads the yellow repair slip which ends with "customer not happy" with "happy" underlined. Am I being overly sensitive reading this remark? I would assume most customers sending a year old bag for repair won't be too chuffed and that is doesn't need to be stated and then underlined.
Arrrggh! I really expected more from Mulberry with its repairs. I was made to feel as if coming in was an overreaction and that my concerns were nonsense. Perhaps I have been spoiled with the service I got in Chanel when I needed a repair, they were excellent. Should I really expect the same level of customer care in Mulberry?
Have you ladies had issues like this?
How have your repairs went?
Apologies for my rant but I am really gutted. Someones just popped by Mulberry balloon
....
