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Original poster

Disappointed in Mulberry Bayswater bag!

43 replies

sunflower129 · 08/03/2019 16:56

As a special gift for my birthday, I purchased a small Mulberry Bayswater bag at Stansted Airport. I noticed on using it that one of the side pouches was sticking out further than the other, so I was constantly poking it in! I sent it back via the repairs service, who said they could find nothing wrong with it.

I then complained to Customer Services, and the bag was sent to Head of Quality. Today I have heard that they can still find nothing wrong!

This has been going on since December, and regardless of Mulberry's argument that all the measurements are correct, when I use the bag, both sides are not equal!

I wonder now if Stansted Airport sells 'seconds.'
Really upset that a one off, very special purchase from such a well-known brand, has really disappointed!
Buyer beware!

OP posts:
livinglavidavillanelle · 08/03/2019 17:07

I think we need photos!

Original poster
sunflower129 · 08/03/2019 19:37

Thank you, good point! I am now trying to work out how to do it! 😊

OP posts:
ZaraW · 09/03/2019 05:50

There have been a number of issues with Mulberry over the last few years. Post photos on the Handbag forum or a Facebook selling page there are experts on there who will help you.

Original poster
sunflower129 · 09/03/2019 09:31

Thank you! I am trying to upload the photos, but I cannot find the link to do it! Have followed 'Mumsnet' how to do it without success! Will follow up n the Facebook post!

OP posts:
Mrs9C · 09/03/2019 17:03

Use the paper clip icon to upload a photo Smile

blacquejacqueshellacque · 10/03/2019 10:26

I'm interested in this as my new bag (bought summer last year and not used a great deal) has just gone back to repairs for the 2nd time! £700 on a bag should not warrant this.

I wonder at which point I can demand a refund or exchange?

Original poster
sunflower129 · 11/03/2019 07:44

Someone has suggested to me to use 'Resolver' if I cannot get anywhere with the Repairs team, or customer service. Have just uploaded my photos, finally worked out how to do it!

Disappointed in Mulberry Bayswater bag!
Disappointed in Mulberry Bayswater bag!
OP posts:
Didiusfalco · 11/03/2019 07:49

And they’re saying that’s what it should look like and there’s no problem? That’s laughable. I don’t know what you can do given that the customer service sounds terrible but that looks shoddy to me.

Inforthelonghaul · 11/03/2019 07:59

I don’t desire an expensive hand bag but if that cost me £15 I’d still be marching it back for a refund. That just looks ridiculous and I don’t blame you for being disappointed in the shoddy service. Can you get the picture on their fb/twitter? I’ve seen people use social media to great effect when they not get a solution elsewhere.

aimingfor2019 · 11/03/2019 08:10

I think that on the new Bayswater the flaps are meant to stick out rather than fold in. You can still get ones than fold in but they are the Bayswater satchel, and have buckles/straps on the flaps.
But regardless both the flaps should sit in the same place. Will the one that's tucked in sit out?

cranstonmanor · 11/03/2019 08:11

I'd be pissed of too. Have they seen the photo's?

Stinkytoe · 11/03/2019 08:16

Can you persuade the other side to stick out too? On my mulberry (although a different design) both sides poke out

MrsElijahMikaelson1 · 11/03/2019 08:18

My Bayswater has both sides out as well

Housewife2010 · 11/03/2019 08:56

You need to go to the top. Ceoemail.com has the CEO of Mulberry's details. Send an email with photos. When I had problems with Laura Ashley I went to the CEO and his secretary sorted it out the following day.

wink1970 · 11/03/2019 09:35

OP have you looked at the tightening straps inside? If they are not on the same hole then one side will stick out more than the other.

flugelhorn81 · 12/03/2019 06:56

That doesn't look right! And is it just me or is there something wrong with the brass plate at the front? There's a dark mark on it.

Original poster
sunflower129 · 12/03/2019 07:25

Thank you for all the responses! It is great to get so much feedback!
I have checked inside the bag to see if I can adjust the sides, but this does not seem possible, I was really hopeful that I could do that!
When I am out I am constantly trying to either poke the side in, or pull the other side out, they seem to stay for a while, and then revert to the original position. I am wondering now whether to stuff one side out, and leave it for a few days, to see if it stays in place!
Contacting CEO/Facebook, seems a good idea!

OP posts:
ajandjjmum · 12/03/2019 07:43

Just a word of support for Mulberry. I have had issues with three of their products, and they replaced them all in a flash - including two that had been bought at Bicester Village.

Hope you can get it sorted sunflower.

Original poster
sunflower129 · 12/03/2019 07:53

I will keep trying! 😊 Wish I had gone to Bicester now!

OP posts:
VelvetPineapple · 12/03/2019 08:00

That looks atrocious. It’s not symmetrical! Have you measured the sides? Does one have more leather than the other? Struggling to understand why one side would poke out like that!

Imo Mulberry has gone downhill since they put prices up and rebranded themselves at the bottom of the luxury market instead of at the top of the middle class market.

TruffleShuffles · 12/03/2019 10:32

They are meant to stick out at the side, keep it stuffed for a few days and it will sort it out. If you don’t already you should always keep it stuffed if it’s being stored and not in use to keep the correct shape.

Original poster
sunflower129 · 12/03/2019 11:13

Will be stuffing the sides to see if it then keeps a symmetrical shape! I am disillusioned with the brand now, I just feel the sides should remain the same shape, but I am going to persevere with the stuffing! 😳

OP posts:
wink1970 · 12/03/2019 16:10

Hi OP, I can't tell from the photo if that's a 'bayswater classic' or the 'bayswater with strap'. The classic shape has straps that pull the corners in (see photo of inside of mine) so I suspect yours is the other.

.....In which case both sides are meant to stick out and the problem is not the sticky-out side but the non-sticky-out one, like Truffle says.

Probably not helpful?

Disappointed in Mulberry Bayswater bag!
Original poster
sunflower129 · 12/03/2019 16:36

This one does not have the strap inside. I am now going to stuff the side that does not stick out as much as the other, to see if I can get them symmetrical! Thanks 😊

OP posts:
wink1970 · 12/03/2019 17:16

Good luck then OP. I have loads of Mulberry bags, they're great workhorses, you can chuck everything but the sink in them. My oldest one is nearly 19 years old and still going strong, so if you can fix it, it will last!