Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Issraa ******woman was going to attack me as she was getting in my face and more animated with her hand gestures and body language. I stepped outside to call the local police and she followed me outside to threaten me with camera footage I left asking when her manager would be to which I was told noon today (4/1). I have yet to hear back from her and I've tried calling the local store 6 times, left two messages and have emailed the customer support address as well as contacting the corporate office. I have yet had a response I am requesting a refund for the incorrect charge of $175 and for the $200 monthly subscription fee as I will never return to this company

  Business Response

  Date: 04/07/2025

  Thank you for bringing this matter to our attention. We take matters like this issue very seriously and this is very concerning. We have reviewed the instance using our store cameras and our reporting systems. We will be holding all involved accountable as this is truly not how we want our customers to be treated.

  In order to rectify this mistke, we have done the following:

  - Refunded your credit card $200 for the monthly subscription charge

  - Refunded your credit card $175 that was charged in error for the initial transaction

  We understand that your interactions at our local store have been less than ideal and we take full accountability for that. I hope that you have found a better experience working with our customer service team. If we can do anything else to help turn this around for you, please do not hesitate to reach out directly to our ************* Manager, ****. Her direct email is ****************************************************************************

  Thank you again for sharing your concerns with us. We truly apologize for how this was handled.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address an unresolved issue with your establishment regarding a lost garment, which was entrusted to you for cleaning on [Date of Drop-off]. The garment, valued at approximately [Estimated Value of Garment], has not been returned to me despite multiple inquiries and communications. I expect to be made whole for my loss, and I am prepared to take further action if necessary.While I appreciate that some efforts have been made to locate the garment, it has become evident that these steps have been neither timely nor thorough enough to resolve the matter adequately. Unfortunately, these efforts appear to fall short of a genuine commitment to addressing my loss or ensuring customer satisfaction. Given the considerable expense and irreplaceable nature of this item, I am unable to consider this matter closed until I receive full *************** a business offering professional services, you have a duty of care to ensure the return of all customer property. In the absence of any satisfactory resolution, please be advised that I am prepared to pursue legal recourse to recover the value of my garment, including all associated costs, should you fail to address this matter promptly and fully.

  Business Response

  Date: 11/13/2024

  Good morning, we are happy to attempt and address this customer's concerns as they are missing the drawstring from a jacket and have been in touch with our customer service team. Here is what our team has offered as of 11/13/2024.

  On Wed, Nov 13, 2024 at 9:09?AM Mulberrys Delivery <****************************************************************************> wrote:

  Good morning **** - I am sorry for the inconvenience that this situation has caused you. We are happy to pay for the replacement cord for your jacket from the manufacturer. We can have it shipped directly to our facility. We do have tailors with the machinery to install the cord. Once we receive the cord and pick your jacket back up we can have this done in a  day or two. I would also like to offer you a  credit of $100 to your Mulberrys account for the inconvenience. Again my apologies for this situation.
  
  
  Thank you,
  ****
  
  Best Regards,
  Mulberrys Support Team

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: 22541150
  
  I am rejecting this response for many reasons, not least of which is due to the video footage clearly showing that it was the sales associate who recommended wash & fold and that the request was not initiated by us. I would attach it here but unfortunately the video file they provided me with is too large. I recommend that you request the footage directly from the merchant so you can see for yourself. 

  Furthermore, we've never requested wash & fold - and the teammate who accepted the clothes would have easily been able to see our history dating back through May. I'm honestly confused how a professional laundry service saw the cable knit sweaters, knit polos, suits, and dress shirts and thought that wash & fold would be safe! How did nobody on their team think, "Hey! Wait a minute. Wash & fold will most likely damage, destroy and/or shrink many of the items here. Maybe I should make a recommendation and/or check with the customer to ensure that this is what they really want."

  That aside, the store manager, *** Mahroug, has still not responded to my email from November 7 where I asked him to confirm if Mulberry's was providing a $50 credit. Given the lack of customer service, delayed communications, and incomplete nature of his responses, I no longer wish to have further business dealings with this company. As I've now shifted my business to another company and still have $500+ worth of damaged clothes that can no longer be worn, a $50 credit for a future service won't be a satisfactory resolution. I believe a fair and reasonable resolution includes a reimbursement for the items that were damaged, destroyed and/or shrunk beyond use. Thank your for your help in getting this matter resolved. 

  Sincerely,
  
  **** ******

  re ready for pick up. When we arrive, were presented with the same damaged/destroyed clothes. So I ask to speak to a manager to try and have this finally resolved - but no manager is available. So they say someone will reach out on Monday. Nobody contacted me. So I called. Only nobody answered the phone. Finally, *** (the manager) reached out and clarified that after three weeks, nothing had actually been done and he needed to investigate. After investigating, he claimed that my husband requested *********** (which is false - I have the video footage showing it was their associate who recommended that service) and said that despite destroying more than $500 worth of clothes, they wouldnt be offering any compensation. I said this resolution was unacceptable on November 7 and have yet to hear back from anyone on their team.

  Business Response

  Date: 11/12/2024

  Good afternoon,

  We have reviewed video footage of this incident as well and we see that we have followed the customer requests for Wash & Fold. We have offered the following as compensation per our Terms & Conditions:

  On Thu, Nov 7, 2024 at 2:03?PM *** Mahroug <*************************************************************************> wrote:
  
  Hi ****,

  
  Thank you for your email and for providing the additional photos and clarification regarding your concerns. I truly understand your frustration, and I sincerely apologize for the ongoing inconvenience.
  After reviewing the situation thoroughly, I want to confirm the following:

  Service Request: Upon review of the records and video footage, it appears that you specifically requested the wash and fold service when you dropped off your garments on October 11. While we understand that certain items like knitwear and suit jackets may not be best suited for this type of service, the request for wash and fold was processed as per your instructions.

  Terms and Conditions: As stated in our service guidelines and on our website, Mulberrys provides reimbursement for any garments that are damaged or irreparably harmed due to an error in the handling of wash and fold orders. This reimbursement is given in the form of in-store credit, up to a maximum of $50 total, in accordance with the Federal Trade Commissions Fair Claims Guide.

  Resolution: I understand that this policy may not fully address the value of the items affected, and I truly regret the damage to your garments. However, I am bound by our terms and conditions for wash and fold services and must adhere to this reimbursement limit.

  Again, I deeply regret the frustration this situation has caused, and I appreciate your patience as we work to bring this to a resolution.
  Best regards,
  
  *** Mahroug
  Manager, Mulberrys ***********
  
  

  Business Response

  Date: 11/13/2024

  Hello, we understand that you are upset about the outcome and about our offer to attempt and correct the situation. I deeply apologize that the issue has continued and would like to resolve as quickly as possible. Although we disagree with your framing of the situation, we are prepared to offer you a check for $150 for your items, which is well above our terms and conditions as a gesture of good-faith. If you accept, please let us know.

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that while this resolution is significantly below the fair market value of items destroyed by the company, in an effort to move forward and close out my dealings with their staff, this is satisfactory to me. Can you please confirm how I will be receiving the check and what is the earliest date it would be available? I can swing by the store on Friday, if it's helpful. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/08/2024

  Good morning,

  We are in the process of locating this customer's missing item. We believe we have found it as it was misdeliered to another customer. Unfortunately these mistakes happen from time-to-time, although infrequently. The good news is that we simply need to contact the customer who has received the item as a misdelivered, secure the item, reclean them and send back to this customer. We understand this is a hassle and we will apply a small credit to *******'s account in the meantime. 

  Additionally, our customer service team has been and will continue to work directly with the customer. The last email communication was on Friday, 5/3. We will need an additional week or so to wrap this investigation up and we hope to conclude it even sooner. If for some reason the item is not found as we anticipate it, we will be happy to work with the customer on other options.

  Thanks.

• Initial Complaint

  Date:12/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21001882
  
  I am rejecting this response because:

  Hi ****,
  
  
  Originally, I purchased a $50 monthly subscription without realizing it was a wash and fold service. I called Mulberrys to find out about the service and ***** called back. She explained to me that it was wash and fold service. So, I asked her to cancel theservice.  ***** canceled it and refunded the money (see screenshot below). We never used wash and fold service.
  
  
  The dry clean items were placed in the dark Dryclean Only bag and put inside the locker on 11/25.  On the same day, inside the same locker I placed a white plastic bag also with a few clothes with a note inside that said, "Wet wash and Iron."  There was no green bag involved at this point. Please double-check your video footage for that day. The items in the white bag came back very well. 
  
  
  I picked up my clothes from the locker on 11/30.  The items in the white bag were on hangers. The dry clean items I sent in the dark bag came back to me in a green bag folded and wrapped in paper. That is the first time I am seeing the green bag.  I returned those damaged clothes back to you, as you requested, in the same green bag. Please check your video footage to confirm.
  
  
  There is no denying that you damaged those clothes due to negligence on your part, in violation of your terms and conditions. Please look at the items and see the damage done.  I expect your prompt attention to this matter, and just compensation for the damage.
  
  to clarify issue we sent things in dry clean bag . It was returned in green wash and gold bag . We were asked to send it back for inspection so we sent it back to the laundry in the green bag as requested . Thats it . 
  Sincerely,
  ***********************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Sincerely,
  
  ***** And ***************************

  t know where your disconnect happened. All I know is that I placed two bags in the locker. One bag was for wet-wash and iron for 3 items , with a note saying that inside the bag. The other bag was a dark colored bag and clearly marked "Dry Clean Only." The 9 dry clean items I put in that bag. But those came back washed and folded, wrapped in paper in a green bag. All of them damaged.I tried calling **** multiple times, but it keeps going to voicemail. I am not getting any response from them . I sent emails , I tried calling . No response . My 9 items are destroyed. And the Mulberry Cleaners are not doing anything . Thank you *************************** Thanks *********************** ************

  Business Response

  Date: 12/14/2023

  Hi *****,
  
  
  I recently spoke with ***************** on the phone about this order and I wanted to follow up with you via email to ensure we are all on the same page and have a documented trail of discussion. First off, please allow me again to state my deepest apologies and concern about this issue as I know it is frustrating to not have things go as expected with your garments being cleaned. This is an extremely unfortunate situation that doesn't often happen with Mulberrys and I want to assure you that we are taking this very seriously as we continue to investigate and hear your concerns. 
  
  
  Additionally, I wanted to state what I have been able to find out so far in the course of my investigation: Since we do know there is an element of trust that goes into our cleaning process, we have cameras at our cleaning facility that we utilize when needed to verify the information presented to us. At this time, I was able to pull up the footage of your order, as previously stated. What I observed was our detailing team collecting your bag of **** & Fold items and detailing them as just that. The green bag that the items were placed in clearly states "WASH & FOLD ONLY".
  
  
  I was also able to verify with our pick-up driver that no changes were made on his end once the bag was picked up. As a standard protocol, our drivers do not make any judgment calls or changes to orders unless explicitly asked by customers; our detailing team also follows the same processes. When an order arrives in a bag labeled "WASH & FOLD ONLY", they then followed the instructions on the bag and placed the order with our other **** & Fold orders. As noted, I was able to verify this on video footage, which I've included in my previous email to you. 
  
  
  To be clear, nothing was changed or modified on any of our team's end: It appears the items were placed into a green **** & Fold only bag and then handed to our detailing team to be captured as such. They were then washed and folded as any normal **** & Fold style order would be.
  
  
  Further, I noticed that you purchased a **** & Fold subscription plan on 10/09/2023. At that time, you were given the green bag with the label "WASH & FOLD ONLY" on it. Our normal process is to give these bags out only when a customer purchases a **** & Fold subscription plan, as these are specialized products. The majority of our customers receive the smaller, navy blue "Dry Clean only" bag, which you also have received in the past. Given that you have both a blue and a green bag, the responsibility to place your **** & Fold items in a Green bag and Dry Cleaning items in a blue bag falls in your hands. 
  
  
  All that is to say that even though no mistake was made on our end, I would like to see how we might be able to make this right for you and seek a middle-ground solution. We have received your request for a full compensation for your garments and we would not be able to honor that, given that we have Terms & Conditions (found here: **************************************************************) that bind us. 
  
  
  After you have read through this email and our Terms & Conditions, please let me know what you feel would be a fair compensation point and we can see if that is workable on both ends.
  
  
  Again, I apologize for this experience as I know it has been painful for you. Please note that my email is only intended to explain what has happened and hopefully help us both to arrive at a scenario in which we both feel supported and understood in our positions going forward.
  
  
  Thank you

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Mulberrys ****** care subscription for $200 per month. Its was for laundry pick up wash and fold. After trying to schedule a pick up and contact them several times, I asked for a refund because they were unresponsive. They confirmed the cancellation and refunded me $200 on March 28 2023.However, they kept charging my credit card for 4 more months totally $800. I didnt notice until this week. I contacted them and they said they dont offer refunds on subscriptions. I reminded them that I had cancelled the service and they had issued me a refund. Then they responded and said they spoke with the management and offered me a $400 credit. This was their error and they owe me $800. I would like to be given a check for $800.

  Business Response

  Date: 08/03/2023

  At Mulberrys, we provide subscription service but do not make any changes of adjustments on our end; these preferences updates are made by the customer on our website. 
  

  We keep detailed customer logs of every interaction with our customers and we have no record of this customer requesting a refund at any point. If they are able to provide screen shots or emails, we would be happy to look into this issue.
  

  Furthermore, this customer is already working directly with our customer service team for a resolution. We are in the process of seeking some kind of middle ground resolution to make this right even though none of the responses the customer has been able to provide include any proof that she attempted to cancel her monthly service.
  

  Should the customer have emailed us or texted us, we would have a record of it and we would have easily made the adjustment to not auto renew their account: this is the full extent we manage subscriptions on our own. The rest is up to the customer to adjust. 
  

  Reporting to the BBB seems egregious as we are currently in talks with this customer to address their mistake and have been completely honest, understanding and communicative around their responsibility and our willingness to help them correct their error in not canceling their account much earlier on.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my down jacket to Murberrys to dry clean. It came back ruined. The jacket was collected on April 14th. They did not return in on time. After I emailed again and again, they said the zipper needed to be repaired. I let them know that the zipper was in perfect condition and asked for a photo to understand what happened. Then for 3 weeks, I was in this black hole with no updates, no photos, no expected delivery date, and even no order history in the app. The jacket came back on May 3rd finally. With a HUGE SHINY GOLD zipper puller. The original fabric strap attached to the zipper puller became "*****************" instead of "*******************". One of the logos is scraped. It is so obvious as all the damage placements are right in front of the chest. I do not think I can wear it again. I sent them email about the damage and asked for compensation. The **** is $498. Based on my experience, my email will most likely go into a black hole again. This is not the first time I sent this jacket to them. They used to be quick and provide good services. Now it is just another untrustworthy dry clean that damages clothes, with poor communication and do not take responsibility.

  Business Response

  Date: 05/03/2023

  Hi there, I am sorry this customer has had a poor experience with us. Sometimes items can change during the cleaning process and we do the best we can do make things right for our customers. There are some options available-

  We can send the garment for testing to determine how the zipper may have broken 

  We can refund the customer for the cleaning and provide a credit for the inconvenience 

  I apologize that no one was able to communicate with you along the way to getting your jacket back to you with a new zipper pull. 

• Initial Complaint

  Date:04/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19992470
  
  I am rejecting this response because:
  
  Dear ****** S,
  
  Thank you for forwarding the response from Mulberrys Garment Care regarding my complaint. However, I must express my disappointment in their offer to provide a credit of $120 per their terms and conditions for the missing shirt.
  
  As I previously stated, the shirt in question was worth $550 and was only worn once. A credit of $120 does not come close to covering the full cost of the item, let alone the inconvenience and frustration caused by its loss. Moreover, the lack of genuine concern or apology expressed in the business's response suggests a lack of sincerity in their efforts to address the situation.
  
  Therefore, I must reject their business response and reiterate my request for a full refund or replacement of the shirt. Additionally, I do not wish to use their services again in the future, given the unsatisfactory manner in which this situation has been handled.
  
  I appreciate the opportunity to provide my comments and expect to hear back from BBB with any further steps in resolving this matter.
  
  Thank you for your assistance.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/01/2023

  Good afternoon,

  This is a response to a customer complaint about a missing item. Our team did reach out to this customer via email to offer a credit per our Terms & Conditions for items that have gone missing. Should the customer have additional questions about our policies, they are welcome to email back our customer service department and we can talk through additional options. Please see email below:

  ---------- Forwarded message ---------
  From: Mulberrys Delivery <********************************************>
  Date: Fri, Apr 28, 2023 at 7:13?AM
  Subject: Re: Mulberrys Garment Care - Missing Item(s)
  To: Jiang Hanwen <*******************>
  
  
  Hi Hanwen- I apologize but I thought that maybe your shirt turned up on our end. We can offer you a credit of $120 per our terms and conditions which is 10 times the amount of the cost of cleaning. One you accept the credit I will apply it to your account and it will be automatically deducted from future orders.
  
  
  Best Regards,
  Mulberrys Support Team
  Customer Support Manager 
  Ph. ************ OR ************

  Customer Answer

  Date: 05/07/2023

   
  Complaint: 19992470
  
  I am rejecting this response because:
  

  Thank you for your recent response and the revised offer. However, I must express my continued dissatisfaction with the proposed resolution. I feel compelled to emphasize that this incident occurred during my first experience utilizing your services, which has unfortunately resulted in the loss of my clothing.
  As a new customer, I had entrusted my valuable item, worth $550, to your care, with the expectation that it would be handled responsibly and returned to me in its original condition. Regrettably, this was not the case, and I now find myself facing the disappointment and inconvenience of a lost garment.
  Given the circumstances and the significance of this being my initial encounter with your company, I firmly believe that a more appropriate resolution would be a full refund or a replacement of the item. Such a resolution would not only reflect the item's value but also acknowledge the inconvenience and frustration caused by the loss.
  Furthermore, I regret to inform you that due to the mishandling of my clothing and the unsatisfactory attempts to address the issue, I will no longer be utilizing your services in the future. This experience has eroded my trust in your ability to meet customer expectations and provide a satisfactory level of service.
  I urge you to reconsider your offer and provide a fair and appropriate resolution that aligns with the value of the lost item and acknowledges the impact this incident has had on my experience as a new customer.
  Thank you for your attention to this matter.

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19992470
  
  I am rejecting this response because:
  
  Thank you for your response and understanding regarding the inconvenience caused by the loss of my garment. I appreciate your commitment to finding a resolution that is mutually acceptable.
  After careful consideration, I must emphasize that I am requesting at least half of the value of the missing item as compensation. Given the circumstances and the significance of the loss, I believe that this is a fair and reasonable request.
  I kindly request that you consider providing the compensation in the form of a reimbursement, rather than store credit.

  
  I want to avoid any unnecessary escalation of this matter, and I hope we can come to an agreement that is satisfactory for both parties. Therefore, I kindly ask for your reconsideration of my request for at least half of the value of the item as compensation.
  I appreciate your attention to this matter and your willingness to work towards a resolution. I look forward to your prompt response.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/08/2023

  We would like to express our sincerest apologies for the inconvenience caused regarding the loss of your garment. We at Mulberrys Garment Care always strive to provide our customers with the highest level of service and quality, and we regret that we have not been able to meet your expectations in this instance.

  
  We understand that you have requested a reimbursement of $600+ for the missing item. While we empathize with your situation, we regret to inform you that we are not able to accommodate this request as it goes beyond the terms and conditions of our company. As a professional garment care provider, we have established policies and procedures that are in place to ensure the safety and security of our customers'belongings. These policies and procedures have been put in place to protect both our customers and our company, and they are binding for all parties involved.

  
  That being said, we remain committed to finding a mutually acceptable solution to this issue. We are willing to work with you to find a middle ground that is within the bounds of our terms and conditions. We believe that this approach is the best way to resolve this issue in a fair and reasonable manner.
  

  Once again,we apologize for any inconvenience caused and we appreciate your understanding and cooperation in this matter. We look forward to further discussion with you on this matter.

  
  Thank you for your understanding.
  

  Business Response

  Date: 05/03/2023

  Hi there, we are open to discussing matters further per our email conversation with the customer. While we understand the frustration and disappointment around missing garments, we are willing to find a solution that works for both parties. We have emailed the customer another offer today stating:

   

  Mulberrys Delivery <********************************************> 8:36?AM (6 hours ago)
  
  
  to Jiang
  
  
  
  
  
  
  
  Hi Hanwen- After reviewing this situation with the leadership team we want to make things right with you. However we do have terms and conditions we have to stick to and  we can offer you a check for $100 and a credit of $100 to your Mulberrys account.
  
  
  Best Regards,
  Mulberrys Support Team
  Customer Support Manager 
  Ph. ************ OR ************
  
  
  Dry Cleaning and ******************
  Download the Mulberrys app and use promo code App50 to get 50% OFF your next order!
  

  Business Response

  Date: 05/10/2023

  Good morning, thank you for your response. We have been given authorization to provide a $150 check and $150 in credit, which is above our Terms & Conditions. Thank you.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19992470
  
  I am rejecting this response because:
  
  I want receiving the entire compensation amount in the form of a check instead of any store credit. I already made compromise with the compensation.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my expensive jacket to Mulberry to get it dry cleaned. When i went to collect it, I saw that it was all ruined with stains that they caused due to cleaning it in a wrong way. They first apologised and took it back to investigate and asked me to wait till they do. I waited for over 10 days then received an email that they will credit me $150 for the damaged jacket. I sent them a website link of my jacket to show them that it costs $850 not $150. They responded that they want to do further testing if I allow them to. Although I already waited for their testing, I agreed to further testing but at this stage I have lost any trust that they will come back with the fair compensation. I want to escalate this to ensure that I either get my jacket fixed or have them replace it with the same one form the link I sent them. Can you help me?

  Business Response

  Date: 02/16/2023

  Good morning, we have worked with this customer to satisfy the claim and believe this issue is now settled. Thanks.