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:04/29/2024

  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 was automatically assigned a Mulberry protection plan upon a purchase. I attempted to cancel immediately and faced technical issues with their website and chat support. *** now had to dispute the charges and cancel my debit card to resolve the issue. Not happy with their Services by any means me

  Business Response

  Date: 05/01/2024

  ************** was not charged for any service or product by Mulberry, therefore there is no refund to be processed.

  The following was relayed to ************** within our service level agreement, and we have not received any additional follow **** questions or concerns from **************:

  Per your request, we've cancelled your free Mulberry protection plans. No further action is required. These benefits came at no cost to youits not a subscription, and there are no hidden fees. Kindly note: This does not mean your purchase from the retailer was cancelled. For assistance or questions on your recent purchase, you must contact the retailer directly. 

   We do understand there may be some confusion regarding your recent purchase and how we ended up in your inbox though, and we're happy to provide some additional clarity!  
   
  Your Protection Plans: 
  When you make a purchase through Link, you may be automatically eligible for up to three types of Mulberry protection plans to enhance your buying experience. Heres what each plan covers:
  Price Drop Protection: Should you find a lower price for the exact same item (same manufacturer or retailer), well cover the difference. This ensures you always receive the best deal available.
  Return Protection: For physical products, we cover any return, label, or shipping costs, making the return process smooth and cost-free for you.
  Accidental Damage Protection: Provides coverage for physical products against accidental damage, giving you peace of mind. 

  
  Need Support?
  If youre facing issues with accessing or receiving your purchased product, we understand the frustration. While were eager to support your experience, these particular concerns fall outside our protection plans scope. 

  Thanks. 

• Initial Complaint

  Date:04/19/2024

  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 submitted a claim in January 24th and up to now my case is still not being processed.Sent multiple emails and receive no response from them.The last response was on Jan 25 stating they have a lot of cases and I need to wait.Its been 4 months and nothing was done.***************************** 24, 2024, 4:58PM EST ** ************ ******* ** ** ******* **** *** **** ************ ********* * ***** **** ********* *** ********** **** ***** ** ** *************** ** **** ** **** **** **** **** *** *** ******** ** *** ****** ******** *** ******** ****** **** **** ****** ** **** *** ****** * * ** ******** **** **** ** ****** ********* **** ****** ****** ***** *** ** *** ******* ****** ****** ********** ***** *** ** ********* ***** *** *** ******** ********* ** **** ******* ** ********* **** ***** ************************* *******

  Business Response

  Date: 05/01/2024

  We greatly appreciate the feedback provided. The initial delay in response has been addressed internally. 

  Regarding the claim (********) - An update has been provided to the client via email. 

  Thanks. 

• Initial Complaint

  Date:04/15/2024

  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.

  Purchased a warranty on an electric kettle, product failed outside of manufacturer warranty but still within the purchased mulberry warranty. Filed a claim with mulberry in January 2024, provided requested information ( video / pictures of product, original purchase receipt) Company has replied once ( in February) after multiple attempts, and received a message explaining they were experiencing a backlog. It's now the middle of April and I have once again reached out asking for an update. I replied to my case - 0 response Reached out via social media - 0 response Reached out again to ********************************** 0 response. I would like them to honor the terms of the agreement that went into place when I purchased the product.

  Business Response

  Date: 04/18/2024

  A replacement was not available, so Mulberry has informed the client that we will be issuing a reimbursement.

   

• Initial Complaint

  Date:04/15/2024

  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.

  On 30 May 2022, I purchased a TOTO toilet with a Washlet+ bidet from decorplanet.com for $2006.34, plus a 3 year product protection plan from Mulberry Technology for $188.99 (plus tax). In February 2024, the bidet started leaking. Because it was outside of the manufacturer's warranty, I filed a claim with Mulberry, timeline as follows: On 2 March 2024, I filed a claim via the Mulberry website, claim ID *********** 4 March 2024, I received an email from "***************************" (Mulberry Technology) signed "Mulberry Support" stating that my claim was being reviewed. This email referenced request *****.On 8 March 2024, I received a second email from "***************************" (Mulberry Technology) signed "Mulberry Support" requesting that I supply repair estimates within 30 days.On 13 March 2024, I replied to the above email with the requested information.On 19 March 2024, I replied to the above thread again, following and asking for guidance on how to proceed.On 25 March 2024, I emailed this timeline of communications and asked for someone to confirm receipt. On 4 Apri 2024, I emailed DecorPlanet and, on 6 April 2024, they sent me a phone number for Mulberry (which was not available on the Mulberry website).On 8 April 2024, I called the number provided by DecorPlanet and left a voicemail for Mulberry.It is now 14 April 2024 and they have not responded to my communications for over a month, despite automated emails saying they will follow up within 2-5 business days and that claims typically take 7-10 business days to process. I can see on the website that I have filed a claim, but can't view any details or status of the claim.The only way to repair the bidet is to send it to TOTO for service, as TOTO doesn't make the parts pubicly available. At this point, I just want my money back (plus the tax I paid) from Mulberry so I can manage the repair on my own.

  Business Response

  Date: 04/19/2024

  We've relayed to the client that we're able to provide reimbursement as soon as we receive the invoice for the repair. We have not yet received it. 

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  To be clear, the response *will* resolve my complaint if they follow through. I felt that their reply was slightly disingenuous because it implied that they had already responded and were waiting for my action. In truth, the timing suggests that my complaint prompted their response and I feel like people reading this should understand the dynamic. I still run the risk of them ceasing communication again, but I will proceed in good faith with the repair and see if they reimburse in a timely manner. Il will be happy to update if they follow through, although the typical suspense time on replies is fairly short.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/06/2024

  Thanks for your feedback.

  We've escalated this to our finance team who will process the reimbursement within the next 24 hours. 

   

• Initial Complaint

  Date:04/15/2024

  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.

  Table purchased June 30, 2021 with 5 year protection plan. Table broken on January 22, 2023. Claim filled January 2023 and the company will respond.

  Business Response

  Date: 04/19/2024

  We've communicated the following to the client: We are moving forward with a reimbursement. It will be processed within 3-5 business days. 

   

   

• Initial Complaint

  Date:04/12/2024

  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.

  I purchased an extended warranty for a Breville espresso machine from ********/Mulberry in Feb 2022. In March 2024, I submitted a claim via Mulberry's dashboard (claim ID ********* and received instructions on how to obtain a covered repair estimate from ********. I have followed their instructions but received no further communication from Mulberry beyond the initial response, despite multiple subsequent attempts to contact them via email over the past month.

  Business Response

  Date: 04/18/2024

  A follow up was sent to the client advising them of the following: Mulberry will be providing a reimbursement for all fees incurred to repair machine directly with the manufacturer.

  The funds will be made available within 5 business days. 

   

  Customer Answer

  Date: 05/20/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:04/04/2024

  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 purchased a warranty for my furniture through Castlery order ********* for three furniture sets on 5/255/2023 because of a pop up on the site claiming that this five year warranty would cover any and all stains, scratches and damages to the furniture. There was no fine print. Fast forward to 2024 and there was some unfortunate damage that occurred to the table in the form of a paint stain from my child's supposedly stain-free finger paints. I reached out the Mulberry to start the claim. After some stalling I finally heard back today that they will not be covering the repair of the furniture because "This claim has been excluded from coverage as the Mulberry plan does not cover damage caused by the introduction of foreign objects into the covered product."So much for covering stains, scratches, and any other damages. This language could be used to deny any claims at all. This company is clearly using deceptive marketing practices and fancy, loaded legalese to deny any and all claims. I am not going to allow them to take advantage of me. If they refuse to repair the table under the warranty then I want the money back that I paid for the nonexistent warranties.

  Business Response

  Date: 04/12/2024

  It is understood within our agreement that a certain level of regular care is expected for your product. This does not require extraordinary measures but does involve avoiding situations that could foreseeably lead to damage. Furthermore, our policy also includes exclusions for any failure or condition that results from abnormal usage of the Covered Product, as well as failures that intensify as a result of negligence. 

  The exclusions within our policy are critical in guiding the coverage decisions, often superseding general coverage statements. For instance, while our policy does cover tears, it explicitly excludes damages from repeated misuse or neglectsimilar to how a cloth used as a chew toy by a pet would not be covered, illustrating how exclusions operate within our policy framework.

• Initial Complaint

  Date:04/03/2024

  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 purchased a mattress in 2020 from Nectar, I also purchased added protection provided by a company named Mulberry. They claim to cover my mattress for 10 years from any accidents. I filed a claim in January for a replacement as my mattress is now torn. I submitted everything required by the company. I have contacted them numerous times since and no replies. I ended up contacting Nectar and they contacted the company on my behalf. The company then replied with an automated message a month later. I have continued to reach out with no solution to my problem. I believe this company is a scam. Ive gone through their socials and a lot of clients have the exact same issue.

  Business Response

  Date: 04/12/2024

  This claim is being adjudicated by a third-party underwriter and insurer. At times, there may be delays due to many dependencies involved with the underwriters.

  This claim was approved and a resolution will be provided to the client within 24 hours. 

• Initial Complaint

  Date:03/29/2024

  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 purchased 5 year Mulberry coverage on my sofas for $605.00 (April 20, 2022) & my dog damaged the sofa on or around May 10, 2023. I immediately filed a claim and went through the never-ending circus of questions & requests by the claims department. They ultimately ruled to replace the damaged cushion. That was in June 2023....it is now March 2024. No Cushion. No Sofa. No Update. No Communication. NOTHING! I have followed up 7 times between May 2023 & March 2024, radio silence.After reading deeply into all of the negative reviews, I find that I am not the only customer this company has scammed/defrauded. This is absolutely a FRAUDULENT company! If resolution is not made soon, I am moving to file a lawsuit against this company for breach of contract/failing to perform and filing a complaint against the state bureau.

  Business Response

  Date: 04/12/2024

  It does appear the replacement part was delivered in June of 2023. Given your feedback, we've provided you with a full, fair and efficient alternative resolution.

   

• Initial Complaint

  Date:03/27/2024

  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 have left over 20 phone messages about a claim that I must file and no one has responded. I have also sent over 10 emails with confirmations from ZenDesk and still not one reply.

  Business Response

  Date: 04/12/2024

  This client faced technical issues when attempting to login to their account in order to file a claim. Mulberry was able to resolve this issue, and they've now filed a claim. The claim is in progress and still within service level agreement. 

   

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This response makes it seem as if there was just a minor technical issue. It was NOT a technical issue. They took over 2 months to respond to my voicemails and emails to Zen Desk. I was locked out of my account because my email was changed, this should take 1-2 days to fix. Simple issue. 

   

  Furthermore, I have sent in all the information they have asked for and I have waiting for over a week with no update or update. I am very concerned. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  Customer Answer

  Date: 05/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  ******* ** ****** **** *** ** ********** *****
  
  
  ********* ** * ********

   

  Dear BBB,

  I hope this message finds you well. I am writing to request the reopening of my case. Despite the initial resolution efforts, the company has failed to address the problem as stated, and the issue remains unresolved.

  I would greatly appreciate your assistance in pursuing a satisfactory resolution.

  Thank you for your time and attention to this matter.

  Best regards,

  *** ****

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  Business Response

  Date: 09/03/2024

  In response to the consumer's reopening of their BBB complaint, we at Mulberry maintain that the initial claim was properly resolved and closed with the consumer's satisfaction.
  Original Complaint Resolution (Claim ID: *********: 
  Issue: The consumer reported an issue with a bed slat.
  Action Taken: Replacement parts were ordered, delivered, and installed on June 19th, 2024.
  Follow-Up: On June 20th, we followed up with the consumer, confirming the successful installation and invited them to notify us of any unresolved issues. No further communication was received from the consumer, and thus the claim was considered closed.

  Current Status:
  The consumer has reopened the complaint, which they report as unresolved. Based on our records, the original complaint was resolved, and no further issues were communicated by the consumer following our follow-up on June 20th.
  Possible Confusion with a Separate Claim (Claim ID: *********:
  Issue: The consumer filed a separate claim on August 20th regarding a nightstand with scuffs and scratches.
  Process: The consumer did not provide a detailed description or the required photos clearly indicating the damage area. We requested additional information and photos on August 21st and August 26th.
  Consumer Response: The consumer responded that the nightstand had been disposed of due to safety concerns, but did not provide the additional requested photo.
  Outcome: Due to the lack of sufficient documentation and the disposal of the item, we informed the consumer that we could not proceed with their claim. This is in line with our terms and conditions, which explicitly state that products should not be discarded without our instruction, as outlined on page 6, section 4.1.
  

  Conclusion:
  The original complaint concerning the bed slat was resolved and closed to the consumer's satisfaction.
  The current issue appears to relate to a separate, more recent claim regarding a nightstand. This claim was denied due to the consumer's failure to provide necessary documentation and their premature disposal of the item, which hindered our ability to assess the claim accurately.
  Given these facts, we believe the complaint should be closed, as the original issue was resolved, and the second claim cannot proceed based on the reasons provided above. We recommend the consumer reviews the terms of their agreement, particularly regarding the need for proper documentation and the requirement not to dispose of covered products without explicit instructions from Mulberry.