Mulberry Bush Ltd Reviews

Name: Mulberry Bush Ltd
Address: Unit 9 Bramble Hill Farm Five Oaks Road Slinfold Horsham RH13 0RL, Horsham
Rating: 4.84

4.8 Rating 11,140 Reviews

97 %

of reviewers recommend Mulberry Bush Ltd

4.8

Based on 11,140 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

Visit Website

Phone:

01403 790796

Email:

sales@mulberrybush.co.uk

Location:

Unit 9 Bramble Hill Farm Five Oaks Road Slinfold Horsham RH13 0RL
Horsham
RH13 0RL

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Mulberry Bush Ltd 5 star review on 30th April 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Packet was very damaging plus they toy inside was too. It looked like it had been used before or an display item which people had taken in and out of the packet. Very disappointed.”

Helpful Report

Posted 4 years ago

Dear Customer, thanks for your feedback - we are very sorry the parcel arrived with you in this way. This is the first we've heard of this issue, we've not previously heard from you about this. We'd be grateful if you could email us or phone us directly to give us to some further information - to help us properly resolve this for you. I can reassure you that the item was brand new, never used before. Our guess is that it got damaged in transit to you but obviously it would be helpful to discuss this with you so we can understand more and fix this for you. We're open Monday to Friday 9am-5pm and always happy to help - our telephone number is 01403 790796.

Posted 4 years ago

“Simply for the appallingly poor quality of the slippy slide which was creaky on first use and split on the second, rendering it useless. A total waste of money. I have emailed you to complain and received no response..... Not up tp your usual excellent standard at all.”

Helpful Report

Posted 5 years ago

Dear Customer, sorry you were disappointed with your waterslide - it does sound like you have received a faulty one. We have sold many hundreds over the years and rarely get any issues with them. I have also double-checked and cannot see that we have had any emails from you about this. However, we will certainly sort this out for you. Please can you send a photo of the damaged item to sales@mulberrybush.co.uk and advise in your email whether you'd like a replacement or a refund and we will get this resolved for you straight away. I've also emailed you this same message to make sure you have this message from us. Sorry once again this item was faulty, Paul, Mulberry Bush

Posted 5 years ago

“Item was ok however I paid for next day delivery and the item didn’t arrive for 2 days. Whilst I accept this might be the fault of the courier, I am equally disappointed that Mulberry Bush didn’t contact me to apologise or offer a refund in the difference in postage I wasted.”

Helpful Report

Posted 5 years ago

We were sorry to read from your review you had not received your Mulberry Bush parcel in the expected time. We have checked the tracking and can see that there was a problem in the DPD depot that caused a one day delay with your delivery. We apologise for this and have also emailed you directly about it. Please let us know if we can be of any further assistance.

Posted 5 years ago

“Six coloured wooden letters required to spell out a child’s name. W was sent instead of M. Not happy.”

Helpful Report

Posted 5 years ago

“Big disappointment!! Delivery took two weeks. Ordered Fashion Design Sketchbook found in the age group 11+. When it finally arrived it was marked age 6+! Definitely too young for 10 yr old or even our 8 yr old grand daughter. As delivery had taken so long I didn’t have time to send it back and order something else. Eventually ordered stuff from John Lewis as I know I’ll always get it the next day.”

Helpful Report

Posted 5 years ago

“I was horrified when all the gifts (x5) for my daughter's birthday arrived in xmas wrapping paper (in November) when the gifts were for her birthday! When I called up I was told that I needed to click on the question mark information box to discover this was the default wrapping option. I expected, as part of customer service, to be refunded for my £15 at the very least for the lack of clarity on the website, the assumption that all customers are purchasing for xmas and my effort to now unwrap and rewrap all the gifts. Instead the customer service agent and her manager, Paul Copeland, a Director of the business told me just he was sorry and didn't mind if I decided to return the entire lot (but wouldn't refund me for the wrapping paper or postage!). When I explained how short sighted this was from a customer service perspective, he accused me of bribery and blackmail. Having been in marketing for 23 years and as a digital marketing consultant that fully understands all tenets of customer service and web usability design, I am mortified at the way I have been treated today. For a company that prides itself openly on its website as having good customer service, I am left feeling insulted, hurt and cheated. In this day and age, it shocks me that companies like this are till around. BUYER BEWARE! Needless to say”

Helpful Report

Posted 5 years ago

We simply cannot accept this version of events, this is what actually happened: Our customer ordered on our website and paid for five lots of gift wrap. We default to Christmas wrapping paper in November and December. But, because we understand not everyone is buying for Christmas and there are birthdays at this time of year, we ask customers to write a comment in the special requirements box when placing their order if they want birthday paper. We have to default to something - and for years customers have understood this and we never get any problems. This is made VERY clear on all product pages on our website – right next to the Gift Wrap tickbox is an “Info” link which when clicked on shows a pop up that makes this crystal clear. Unfortunately this customer did not read this and when ordering on 22nd November incorrectly assumed we’d gift wrap with birthday paper. When she received her parcel and found the items to be gift wrapped in Christmas paper, she called to demand a refund for the gift wrapping. As a company we will always try and be fair – we’ll always try to see the issue from a customer’s perspective – from someone who perhaps has never used our website before. When looking at this issue in this way it is impossible to conclude anything other than that the customer simply missed this key (and clear) information – and then called demanding a refund. And then at times when this customer called it felt like she was trying to bribe us into giving her this refund – threatening, as she did, to return the items and threatening to tell all her friends not to buy from us and go viral on social media. Yes, I’ve heard the expression “the customer is always right” (she asked me this) – but there are occasions every now and then when this cannot be true – even for customers who describes themselves as a digital marketing specialist. The mention in this review over refunding postage I have to confess to not really understanding. This customer got Free Delivery – there is nothing to refund!! To this customer: We are sorry you are disappointed with the service you have received. But, we couldn’t be clearer on our website and unfortunately you simply missed this key information. Expecting us to refund you for your error is simply unfair. To all other customers: I would urge you to read all the other wonderful reviews from all our fantastic customers. You will quickly see there is no need for “buyer beware”.

Posted 5 years ago

“I bought a small wooden cactus puzzle although a small purchase I was extremely disappointed the tin box had been opened the inside of the tin was dirty and the packaging a brown paper bag appears to have been opened or not original packing I cannot use this as a gift as originally planned as it appears second hand as a result I will not trust this company in the future”

Helpful Report

Posted 5 years ago

Dear Customer, sorry to hear you were disappointed with your Wooden Cactus. The item is from a brand called PlanToys - and their 'tag line' is "Sustainable Play" - and as such they package their toys in brown paper. This is how it is supposed to be, it has not been repackaged. If you are still unhappy with the item you are welcome to return the item to us for a refund or an exchange. Please see our returns page for full details

Posted 5 years ago

“Terrible service. Order placed 29th october, advised delivery on 30th october and still have not received my items on 5th november. Emailed on 3rd novembet, still no reply. Still waiting for my items that I have already paid for.”

Helpful Report

Posted 5 years ago

Dear Customer - thank you for your comments, which we feel are rather unfair. Your order was a standard delivery order, with free delivery - not a Next Day delivery order. We despatched your order in good time and it should have arrived well within the 5-7 days promised. It was however, it now appears, held up in a DPD depot where it has sat for a few days. You did email us late on on Friday evening - and it is now still only Monday - and we're sorry for not replying to you yet. We have been catching up with a small backlog of emails, which has been harder because of personal circumstances (a funeral) reducing the number of staff in today. I appreciate this is our problem, not yours. But say "Terrible service" is very unfair. We will follow up with DPD first thing tomorrow morning and be in touch with you then.

Posted 5 years ago

“Ordered the goods on a Sunday opting for your next day delivery - more expensive than many others companies providing 7 days a week morning/ afternoon deliveries at £5.99- but, as the service stated to be available as from Mon I went ahead and place the order. (I had to attend a very important medical appointment on Tuesday pm,) Although I subsequently discovered your terms & conditions do explain that the stated Mon refers to the day when one can place an order for next day delivery or when one can expect to receive a next day delivery order placed on a Friday(?!?) this is NOTstated clearly at any time in the stages of placing the order. Had this been the case, I wouldn't have bothered to order the goods. Monday came and went naturally with no delivery, early Tues morning I received an email informing me that my next day delivery order will be delivered on Tues between 1.45 pm and 2.45-exactly when I wouldn't be in!!! I called the very same number you provide in this email, explaining both my predicament and need for help as well as my disappointment at your service, lack of clarity, and costs. All to no avail, but, I was assured (?)that my feelings would be passed on to the powers at be! In the light of this, I find the final comment on your email quite,,, hilarious! ( for a want of a better word!)”

Helpful Report

Posted 5 years ago

Thank you for your comments, we are sorry you were disappointed. As we state on our Delivery page (www.mulberrybush.co.uk/postage-delivery), Next Day orders "placed after 3pm will be processed the next working day". We also say on our Checkout page to "order by 3pm for same weekday despatch" - weekday being the operative work - and we have a clear link to our Delivery page. This means orders placed on Sunday will be processed and despatched on Monday, therefore delivered on Tuesday. We feel this is clear but we do appreciate your feedback.

Posted 5 years ago

“Paid for a next day delivery, hence the reason for ordering from this company as I required the item next day. I then had an email from dpd with delivery time and it was 2 days not next day. When I contacted mulberry they said I was in the highlands! Sorry but this is rubbish. Their ordering process should not have let me carry through without a prompt that next day was not possible. I asked as a gesture for a reduction of the next day payment but was told they could reduce it but delivery would then be 5 days! I contacted dpd and was able to do a collection next day from Aberdeen depot at 1pm which is only a 20min drive away. Therefore it did arrive in the depot next day so no reason why it couldn’t get to my house same day.”

Helpful Report

Posted 6 years ago

Dear Customer, Thanks for your comments. Your postcode area is unfortunately just outside the area where DPD deliver to on a next day service - there simply is no next day option to your postcode. Every courier service has areas in the "Highlands and Islands" of Scotland to which they don't offer a next day service and unfortunately it is they that draw the line as to which postcode areas are "Highlands" and which are not. I guess given that the city of Aberdeen itself is a full ten hours drive from us here in Sussex it is impressive logistics that they can deliver to there on a next day service. We spoke before your order was despatched from our premises to discuss the options for your order. At the time we explained, as above, that next day delivery was not going to be possible. We discussed delivering to an alternative address in Aberdeen for you to collect on a next day service or for us to reduce the delivery to a standard delivery service and refund you the difference. The standard service we explained would have taken up to 3 days, not the 5 days you mention. These and other options were discussed but at the time you preferred to leave the order unchanged. We do understand your disappointment. But given what we explain above and at the time we feel we did everything we could at the time to get your order to you as quickly as possible with minimal cost. Sorry once again that you were disappointed Mulberry Bush

Posted 6 years ago

“One of the items was purchased as a present for my grandson and it was broken. I have e-mailed the company on 2 occasions, but received no reply. I wanted to return the broken gun and purchase an additional one.”

Helpful Report

Posted 6 years ago

Dear Mrs Curwen, Thanks for your feedback, that all sounds very odd! We've checked - including our spam folder - and we've not received any emails from you. Which email address did you send your email to? Separately we've looked and noticed that there was no 'gun' on your order. You did however order one on a previous order, could it have been this that you are referring to? We would love the chance to be able to resolve this for you, please call us on 01403 790796 and we can work out together exactly what has happened and how we might be able to resolve this for you. Many thanks Paul Mulberry Bush

Posted 6 years ago

“Placed order online then realised that I had purchased wrong quantity and needed more so phoned company within 5 mins. Was told that I could not add on to order without paying delivery charge again. The order had not been dispatched but as it was so close to xmas I repaid. Customer service-for get it.”

Helpful Report

Posted 6 years ago

Dear Customer, Thanks for your comments. We've checked over the timings of your order. Your first order was placed at 11.27am. It was a Next Day order so we processed it quickly, as we try to do with all Next Day orders. We picked, packed and despatched your order within 22 minutes of you placing it on our website! By 11.49am your order had been collected by our courier. That, I would argue, was pretty good customer service! You then called to place your subsequent order a little later than you describe. The payment for your second order was made at 12.52pm (we can see this in our payment system). This was over an hour after your first parcel had already left us and nearly an hour and a half after your first order was placed. We therefore could not add the additional items to your original order and we had to start with a brand new order. Normally we are able to combine orders as you suggest. And as you suggest there is normally no additional postage charge for the extra items. However in this particular instance - particually because you'd wanted the original order on a Next Day service - we acted quickly on your first order and so were not able to do this. Sorry that you were disappointed. Best wishes Mulberry Bush

Posted 6 years ago

“Don't buy the knights or figures! The castle was much as expected, though with very poor instructions, the packaging was good and delivery was on time. But the figures are a disgrace; they are so poorly cast in light plastic that they cannot remain upright and the horses and riders cannot stand up at all, so they cannot be played with. They are nothing like the figures shown on the parapets (those deals appear not to be available) but turn out to be the ones shown as minute figures in the bottom left corner of the website. This was a particular disappointment on opening the box on Christmas Day. The package was £73 + postage with the extra payment for the figures. I shall be taking this up with the company.”

Helpful Report

Posted 6 years ago

“Ordered 2 ride on toys which did not say in the description that any assembly was required (other ride on toys stated assembly required) which played a major part in my decision to order them - on receiving the toys I found out that assembly was required - I rang to say that because of this I did not want to keep the toys - after a very long conversation Mulberry Bush organised for the items to be picked up and I explained I was not happy at having to pay £15 for the privilege of returning the items seems as they were not as described - I thought that we had come to an understanding that I would not be liable for the cost however on checking my bill I had not received the full refund, they had taken £15 off - I emailed Mulberry Bush to which I have received no reply”

Helpful Report

Posted 6 years ago

“So we’ve brought from this company before and been very happy. This Christmas we thought we’d buy our 4 month old boy a baby walker, along with some other toys. The walker was broken, which they were very helpful in offering to replace but after considering if this item was really ‘safe’ for our child, decided I would prefer a refun for the £55. Where they went wrong : - rude lady on the phone, told us we couldn’t have a refund but after a lengthy conversation and pointing out we were the customer, this was offered. - apparently the lady was too busy to process the refund - her words! - 2 weeks + and 2 more phone calls and we are still waiting for the money to be refunded. This is 2 weeks after the item was confirmed returned. Very very sad. Such a bad experience. They haven’t put things right without a big commotion which is a real shame as I use to love the buying process with this company”

Helpful Report

Posted 6 years ago

Dear Mrs Mitchell, sorry you were disappointed with the service you received and that your baby walker arrived faulty. At this busy time of the year in the run up to Christmas returns do take a little longer than other times of the year. Naturally our focus is ensuring all toys, gifts & games are despatched to customers - and their children - in good time for the big day. In your instance, your return did take longer than it should to have been processed and we apologise for that. The item in question rarely has any problems and so we were keen to thoroughly inspect it to understand exactly what the issue was. As we explained on the phone, your refund was provided a few days ago. It does take a few days for the refund to go through our bank into your bank but this should be with you today or tomorrow I would imagine. Sorry also that you feel members of our team were rude. As a family business we pride ourselves on providing a friendly, personable service. It is great to see that most of our customers feel we achieve this - but we're are sorry we did not achieve this with you and your order. We hope you will come back and order from us again in the future and we get a chance to make you very happy once again. Paul Mulberry Bush

Posted 6 years ago

“I am very disappointed. I ordered personalised pencils which have gaps between some of the letters & looks terrible. It is also not made clear enough that the writing will appear in capital letters. 1 star is too many!”

Helpful Report

Posted 6 years ago

Dear Customer, We are sorry to hear you are disappointed with your personalised pencils. We do explain on our website that all personalised pencils are printed with upper case letters: www.mulberrybush.co.uk/terms#personalised - this page is linked to from all personalised pencils product pages. The gaps between the letters you mention are rare and unfortunate, but unavoidable - sadly these gaps depend upon the sequence of the letters printed on your pencils. This is because of a concept called kerning - a concept best explained by Wikipedia (https://en.wikipedia.org/wiki/Kerning). Letters in sequence such as AV (as shown on Wikipedia) appear to have a bigger gap than you might expect when no kerning is applied. Because each of the letters used in personalised pencils is a rectangular block placed one after the other, kerning is not possible when producing personalised pencils. As such, letter sequences like AV, AY, LV or LY might appear more spread than you might expect. Hopefully this explains the gaps you mention between the letters - which, as I say, are rare and unfortunate but happen with some letter combinations. If you need any further help or explanation, please do not hesitate to email us. Perhaps send us a photo of the name on your pencils so we can have a look. Once again, we are sorry you are disappointed with your pencils - but hopefully this explanation has helped Best wishes Mulberry Bush

Posted 6 years ago

“very poor quality for price! had to pay over ?8 to return item as i could not print out returns form from computer as i dont possess a printer. which is not mentioned in book. had i known i wouldnt have ordered anything from your company! want to award you a minus rating but ive had to award you 1. Mulberry Bush says: "Sorry you were disappointed with the service you received. The toy guitar you bought and then returned is a toy we've been selling for a number of years and for the money, we feel it is great value. It is a working toy guitar but not described as a professional grade guitar - having said that, it can be tuned and works well for a first guitar. We summarise our returns policy in our catalogue, with a link to our website where full details are explained: mulberrybush.co.uk/returns. This does explain the need to have access to the internet and a printer to print a free returns label. Sorry once again that you were disappointed, however do give us a call if we can be of any further assistance”

Helpful Report

Posted 7 years ago

“No replies to my emails concerning a defective product. Mulberry Bush says: Thanks for your comments. We have however checked our email system and have not found any emails from you. Did you send yoru email to the correct email address? The best email address to use for us is sales@mulberrybush.co.uk. We will email you directly to see how we can resolve the issue for you”

Helpful Report

Posted 7 years ago

“I was very surprised to find my parcel had been left on our front doorstep for anyone to walk off with. I was away on holiday for a week and don't understand why it was left when no one was there to receive it or a card left telling me where it was. It was purely by chance someone saw it on the doorstep and took it away with them to look after till my return from holiday. Not good practice. Although the items look good I won't be ordering from you again Mulberry Bush says: "It is extremely disappointing to hear that your parcel was left in this way by the courier. We have reported this incident to Parcel Force because they should not have done this - they are required to obtain a signature confirming delivery and certainly should not leave parcels on a doorstep. Please accept our apologies”

Helpful Report

Posted 8 years ago

“I had problems with the delivery of my Mulberry Bush order. When I contacted Mulberry Bush, the response was that the delivery is nothing to do with you and that I should take up my issue with Royal Mail. That showed a real lack of concern for your customers and their experience of shopping with you. Was very taken aback and disappointed, so won't be shopping with Mulberry Bush again. Mulberry Bush says: "Thanks for your comments. Your original order requested we leave your parcel in a safeplace - and we passed these instructions on to Royal Mail. Unfortunately these instructions were missed by the Royal Mail postman/women and your parcel was returned to the local depot. This happens rarely but with all courier companies this does happen occassionally. You emailed us at this point explaining the situation. Mulberry Bush totally agrees that it OUR responsibility to follow this up with the courier service - and we do this regularly whenever there are problems. In our experience however it can be faster and more efficient for you, the recipient, to speak directly to your local postman or local post office, and I think this is all we would have been explaining in our reply to you. This is not us passing the buck or neglecting our responsibilty, but simply trying to resolve this - with you - as quickly as possible. If you haven't had delivery of your order or do have any further problems, please do not hesitate to contact us.”

Helpful Report

Posted 8 years ago

Mulberry Bush Ltd is rated 4.8 based on 11,140 reviews