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 12,350 Reviews

97 %

of reviewers recommend Mulberry Bush Ltd

4.8

Based on 12,350 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Live Chat, Telephone
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 4th September 2024

Anonymous

Anonymous // 01/01/2019

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

“Appalling customer services - perhaps the worst of any company I have dealt with. This company displayed a complete failure to acknowledge a mistake in their advertising resulting in the purchase of a product described incorrectly and being unfit for purpose and the subsequent refusal to replace/refund.”

Helpful Report

Posted 3 years ago

We're sorry you're disappointed. We usually don't take issue with feedback, it helps us all improve and is very important for small businesses like ours. However, your comments are inaccurate and it's only fair that we point this out. The item you received was the item you ordered, it was exactly as described and because it was personalised it could not be returned (as is made clear on our website prior to purchase). There was no mistake in our advertising, the item is fit for purpose. We explained this over phone calls and emails but you did not accept our explanation. We're sorry once again that you are disappointed.

Posted 3 years ago

“Unfortunately I still haven’t received my order. Could you please email me regarding this. Many thanks. Mrs Susan Read.”

Helpful Report

Posted 3 years ago

Hello Mrs Read Sorry you hadn’t received your order. We have just checked the tracking and it has now been delivered. I believe my colleague has just phoned to check it was ok. Sorry it took so long. It was dispatched from us on the 8th and then unfortunately got stuck within the Royal Mail system. Thankfully it has now been resolved. Please call us if you have any trouble in the future. We can easily sort these problems out once we are aware of them. Kind regards Mulberry Bush

Posted 3 years ago

“Really slow disappointing delivery, with no communication.”

Helpful Report

Posted 3 years ago

Dear Customer, apologies your order took a little longer to be despatched than we would have liked. With regards the communications concern, we sent an Order Acknowledgement email when you placed the order and a Despatch Confirmation order when your order was sent, it might be worth checking your spam folder just to see if they went into there? Best wishes, Mulberry Bush

Posted 3 years ago

“Ordered a tiger kids watch. Waited a week when I had paid 3-4 day delivery. When I enquired I got a reply that it will be 7-10 days as they was busy. Watch arrived & it doesn't work, keeps stopping. Can't be bothered sending it back.”

Helpful Report

Posted 3 years ago

Dear Customer, sorry to hear you were disappointed with your tiger kids watch, and that it keeps stopping. It does sound like it might be faulty, please do contact us and we can arrange how it can be returned for a replacement or refund. Sorry once again, Mulberry Bush

Posted 3 years ago

“Unable to assess quality of products as these have not yet arrived - parcelforce have emailed three times to say they have been unable to deliver my parcel even though I have waited in the house all day. No card has ever been left at my address and they have not attempted to leave with a neighbour or in a local post office. After writing to them they have said I can collect it in Carlisle (a 4 hour round trip). I don’t think they have ever attempted to deliver this parcel and it is now too late for my goddaughter’s birthday. I am very unimpressed. If I’m lucky the Christmas presents in the same order will arrive in time… but at this rate I won’t be holding my breath.”

Helpful Report

Posted 3 years ago

Sorry to hear you have been disappointed and that you haven't received your order. We had not heard from you before now about your order having problems so we've just tried calling you but no one answered the phone, you may have been out. Please do call us when you can and we can help resolve this for you. The courier is saying that they have attempted delivery three times but you were out. We are in contact with them this to get this resolved for you, please phone us and we can get this sorted for you. Thanks, Mulberry Bush

Posted 3 years ago

“Brilliant service and excellent quality toy”

Helpful Report

Posted 4 years ago

“Mini Pirate Ship Playset Back door broke within a month of getting this as a birthday present. No refund or replacement offered. Would not expect a toy to break so readily so quickly - poor design with thin dowels keeping the door in place. Very disappointed little boy. Would not recommend.”

Helpful Report

Posted 4 years ago

Sorry you were disappointed. As we advised when you contacted us, the dowels haven't broken (as shown in your photos) - what broke was the pirate ship door itself. This door component is made from a strong, solid plywood. This component is strong and could only break with excessive force, a level of force that would not be associated with a reasonable level of play. We referred your photos to the manufacturers at the time and they agreed with this assessment. We then advised you of this combined assessment but we hadn't heard back from you since. We would be very happy to discuss this further with you if you disagree with this assessment, please just contact us.

Posted 4 years ago

“ordered goods - 2 x roly laughing dog - one was ok - other did not work and the batteries got so hot in just a couple of minutes. Rang to advise that this had put me off keeping either of them. Was advised to return the items and put a sticker on faulty goods. This I did - said I was not entitled to a refund of the postage because I did not ring and advise that the product was faulty!!! Poor service will not be using them again.”

Helpful Report

Posted 4 years ago

“Not received.”

Helpful Report

Posted 4 years ago

“Be aware the Junior Carpentry set I bought is suitable as a cheap TOY only, for possibly 5/6 year olds with small hands. Not suitable for woodwork. No way could any of the tools be used as working versions. I opened the package because I was suspicious of the small size and light weight of it. Thus making any refund claim void under the Company's refund T&Cs very very disappointing.”

Helpful Report

Posted 4 years ago

Dear Customer, we are sorry you are disappointed. The Junior Carpentry set is very popular and has been for a long time. Most of the components of the set are usable - we ourselves have used them for small mini-projects in our warehouse on numerous occasions!! It has, for example, a sharp saw included perfectly capable of cutting small pieces of soft wood. But it is a first tool set and we do explain that a small number of the tools are blunted for safety. This is explained on the product page on our website, and we also show pictures of the tools which can be seen prior to purchase. We would not recommend the set be purchased for children under the age of 8 because it is safety tested for children aged 8+. We are sorry once again that you are disappointed. If unused and in a resaleable condition, you able certainly able to return this item. Please do call us if you'd like any further help.

Posted 4 years ago

“Haven’t received it yet even though it was supposed to be here on the 13th and it is the 20th. I will be ringing you. Money has been put on my card. ☹️”

Helpful Report

Posted 4 years ago

Please do call us tomorrow morning and we will help get this resolved

Posted 4 years ago

“We have not yet received all of our orders!”

Helpful Report

Posted 4 years ago

Please do call us as soon as you can so we can help find out where your parcel is.

Posted 4 years ago

“Would like to review the toy but Royal Mail have not yet delivered it. It is promised for tomorrow - we shall see!”

Helpful Report

Posted 4 years ago

Hello. We are sorry your parcel has not been delivered just yet, unfortunately some parcels are taking a little longer with everything the way it is at the moment. I have tracked your parcel and it is showing as out for delivery today, however please do let us know if it doesn't turn up. We are currently quoting 7 to 10 days for delivery and as you ordered on the 28th, this still fits within this estimation. Kind regards, Mulberry Bush

Posted 4 years ago

“I still haven’t received my order yet purchased on the 19th of November said it would be 2/3 days ??”

Helpful Report

Posted 4 years ago

Hello Jill. Sorry you have not received your parcel. It was sent out with Royal Mail on the 20th. I have tracked it and it is showing that they tried to deliver it on the 24th however there was no one in. Please contact us so that we can discuss the delivery options with you. Kind regards, Mulberry Bush

Posted 4 years ago

“My order was damaged. One of the cube garages were squashed”

Helpful Report

Posted 4 years ago

Hello Chantelle. Sorry your Nesting and Sorting Garages were damaged. If you would like to contact our customer service team at sales@mulberrybush.co.uk or call us on 01403 790796 we can resolve this for you. Kind regards, Mulberry Bush.

Posted 4 years ago

“No delivery No information Not happy”

Helpful Report

Posted 4 years ago

Sorry to hear you are disappointed. Your order was despatched over a week ago. We sent you a despatch confirmation email when your order left us including tracking information - perhaps worth checking your spam folder. Please do give us a call when we open tomorrow morning and we'll help to track down your parcel.

Posted 4 years ago

“Absolutely ludicrous postage charges. They offer free delivery but only over the £75 mark which is very high! They say they offer returns but these are not free and no returns labels are provided; these have to be printed out by you so impossible if you don’t have a printer. You also have to foot the bill for postage yourself and if your return brings you back under 75 they take £4 postage off your refund!!!!! I’ve sent back a £19 toy and only ended up getting back £11 (they refunded £15 having reclaimed their original ‘free’ postage and it cost me £4 to return) not to mention the inconvenience of actually organising the return. Very poor way to treat customers who are spending a lot of money.”

Helpful Report

Posted 4 years ago

Dear Customer, sorry to hear you are disappointed. Our returns policy is clearly shown on our website. Nowhere do we advise that we offer free returns. The cost of postage is more than the cost we ask customers to pay, our standard P&P rate of the £3.99 is just a contribution to that cost. When customers return items to bring them to an order total that originally would not qualify for free delivery it is fair and reasonable to then change that P&P, and that is what we do. Had you ordered originally without that item then there would have been a P&P change. Again, this is explained on our website. You will understand that we do have to cover costs - the cost of fuel, courier drivers, packaging etc is expensive. Just commenting on the item you actually returned - it arrived back with us in damaged packaging making it not resaleable... even though the item itself was fine. It was not protected in the parcel you returned to us. Nevertheless we refunded you for the item. Once again, we are sorry you are disappointed.

Posted 4 years ago

“I haven’t received my order despite ordering it over two weeks ago!”

Helpful Report

Posted 4 years ago

Please can you contact us about your order. The tracking shows that your parcel was delivered some time ago.

Posted 4 years ago

“Supposed be named Grace but no name at all. Could of bought one for half that price at smyths. Won't be buying from mulberry Bush again”

Helpful Report

Posted 4 years ago

Hello John We are sorry you are disappointed with the Grace Doll. This doll Is not a personalised doll, we don’t sell it as such. We do sell Personalised Dolls where the name is embroidered on the dolls outfit however due to the embellishments on the Grace Doll this isn't an option. The dolls which can have a name put on them all say "Personalised" in the product name and have a box to enter your personalised name. We feel this doll is good value and is very popular however you are welcome return it for a full refund if you wish. Sorry once again you are disappointed.

Posted 4 years ago

“This is the first time I have ordered from Mulberry Bush. I read the good reviews so went ahead and ordered Birthday presents for my grandchildren. Unfortunately I have had problems with my order. Firstly my order was delivered to the wrong address. The doll I ordered was dirty/dusty and I have been waiting nearly 4 weeks for my personalised note book which was supposedly despatched last week. I knew it would take at least 2 weeks so I presume it has got lost. Customer Service now has reordered notebook after numerous emails. I do feel Customer Service were trying to put the onus on myself, saying we missed delivery which is untrue as I had a time slot and made sure I was in. Parcel carrier delivered to a neighbour who is self isolating who fortunately found a contact number for me.”

Helpful Report

Posted 4 years ago

Thanks for your review, we are sorry you had a disappointing experience - and we apologise for this. Your notebook as originally made incorrectly by our supplier, we spotted this before despatching your order to you. So we then split your order, immediately sending the rest of the items to you. As you state, this parcel was delivered to your neighbour, presumably because when the courier rang your doorbell there was no answer. Meanwhile, the replacement notebook was made for you and we arranged with our supplier that they would post it directly to you, to get it to you as quickly as possible - we informed you about this at the time. The post system is very busy at the moment, much like it is in the run up to Christmas. But your replacement notebook didn't arrive as quickly as we'd expect, so we asked our supplier to make it one more time and again resend. We are very sorry that you have had all these issues with your order, but I hope you can agree we have done everything we can in the present circumstances to get all the items to you as quickly as possible. Many thanks, Mulberry Bush

Posted 4 years ago

Mulberry Bush Ltd is rated 4.8 based on 12,350 reviews