Customer Reviews for Mulberrys Garment Care

The last two times receiving my husband’s dress shirts back was very disappointing. All of his shirts were wrinkled, not pressed. We have been customers for many months and the quality has been hit and miss. These last two deliveries has me questioning and thinking I should try a different dry cleaning home delivery service that will consistently deliver pressed (not wrinkled) shirts.

I'm sad to write this review because I had such wonderful, easy service at the Marina Mulberry's. The man working there is beyond lovely - so nice, so friendly. However my wash+fold came back with many white items permanently stained red - 3 towels, and a handful of shirts and pillowcases. There was an orange and red towel in the load but I'm rather sure I've washed it before, so I'm surprised if that caused this. The items are unfortunately definitely ruined and will need replacing. I understand accidents happen, but would like to have been notified before pickup as this is very noticeable. My ticket # for the load was 08-101553.

Counter staff typically not very friendly. Short responses and they always have issues finding my account.

I brought in 3 shirts on a Saturday - they were brand new and I had never worn them before. This was my first experience with laundering / dry cleaning at Mulberrys. The woman that greeted me was very nice and professional. She asked "would you like these on Tuesday?" I said that would be great. I picked up my shirts on the following Tuesday.First issue: When I got to my car I noticed that 1 of the 3 shirts had a very small stain on the collar and after removing the wrapping I realized the shirt was also surprisingly wrinkled. I took that shirt back in and it will be redone. But there was no concession to acknowledge the added inconvenience that I now have to deal with to go back to retrieve the shirt. The lack of a concession wasn't a big deal from a monetary standpoint, but it was inconsistent with the high-end service profile that Mulberrys is targeting.Second issue: My total for the 3 shirts was $21 - $7 per shirt is pretty heft, especially when I didn't get delivery or anything like that. I'm guessing that I got charged for some sort of expedited service? But that was definitely not made clear when I dropped off the shirts. If I did get charged for expedited service, I wish that had been very clear when I dropped off the shirts.Overall, not a great experience. I had high hopes that Mulberrys was finally the first-rate dry cleaner I had been looking for, especially given the pricing. But those expectations weren't met, and I probably will not come back (except to retrieve my one shirt).

I received only 2 of 3 comforters and had to call to find out where the third one was. I was told it was scheduled for delivery in 3 more days. No one informed me that there would be a delay or to make sure I would even be able to accommodate the new delivery time. The person I spoke with could not give me a definite delivery window either. All she could say is probably the same time as today.

This review is only in regards to a specific issue, but one I wanted to warn you about. I just picked up my dry cleaning, and apparently one shirt was put on a faulty hanger -- it fell apart as I was walking to my car causing my newly cleaned shirt to fall onto the urine-stained San Francisco street! And this was the one shirt I was most concerned with (wanted it for an event tonight). I can send a photo of the hanger in question -- it is all metal (unlike the wooden ones with the Mulberrys logo and a metal hook / hanger at the top) and the metal hook was apparently lightly glued onto the rest of the hanger.Please don't use these hangers when returning clothes to customers. No one is prepared for the whole thing to fall apart while walking , and I could have completely lost the shirt on the street had I not tripped over it!

After your service, there was a brown spot on the back of my dress that was not there when I brought it in. Also, the dress lining now hangs down below the dress hemline, which it did not before I brought it in.

I asked to have my delivery delayed until I am back in town - from July 6th onwards - but my order was apparently delivered yesterday. Hopefully it won’t get damaged by weather or stolen during the next week. This is the second time this has happened.

I want you to succeed, I really do! Especially right now, because my washer is broken and I haven't replaced it. And I've started a couple of businesses, so I have all respect for you and how hard you all must work to get this business off the ground! With that said I'd like to share the things in my brief experience that have not gone right.Rule one: do not confuse the customer. How things work was very unclear. Your app is a mess.The pricing on the website (not easy to find) for wash + fold is "per piece." We took some items into the store for wash + fold but were told they were too few so would be dry cleaned. Really? Seems very odd, but if it's true, maybe you could post a minimum. Usually wash + fold service is by the pound. Are you really going to charge me $2.99 for a single pair of underwear? We'll see. I have to be willing to take a risk. I can't order from you and know what I'll be charged.Three times I have gotten a discount code and been unable to use it. The second time was to get a percentage off the first delivery, but when I tried to use it for my first delivery, I got an error message that it had already been used. But it couldn't have been used, because I've never asked Mulberry to deliver. The third time was just now -- got a code, tried to input it on the app, got an error message: unknown code. (It was "wash20".)Sent clothes in yesterday (Thursday) for wash + fold. Earliest return date available on the app was Sunday. Today I got a notice that the order is done and, if an in-store customer, I can pick up; if delivery, I'll get it back when scheduled. Why can't I have it delivered as soon as it's ready? The app won't let me change the delivery date so I guess I have to wait for the original return date and time. But then the app says it's NOT done, so who knows? Maybe the email and mobile notification were in error. In any case, very confusing and frustrating.I just now tried to schedule a pick-up for tomorrow on the app. I thought it went through, but the app shows an active order for today, but it doesn't show up in the "all orders" tab. I feel uncertain about when or whether you'll show up. I can't remember what time I entered for the pick-up and I have no way to check when you're coming. This is part of what I mean about your app being a mess.Four orders in (two in-store and two delivery) and I'm still trying to figure out how to work with you guys. Not everyone has a broken washer and will be as persistent as I am.Something that is part good, part bad: I like the wooden hangers, but I am afraid my closet will soon fill with them, and I don't really like knowing that the cost of them is in the price of the service.Some things that went right: No odor whatsoever! No chemical smell. Everything beautiful! Staff in store has been very pleasant + prompt!I wish I had more good news, and I appreciate your interest in hearing about my experience!

item arrived 4 days late with no notice

I was told at time of drop off that my item was eligible for the summer discount promotion. When I picked up my item the coupon was not applied and the employee handling my checkout had a very bad attitude about me questioning why the coupon had not been applied. It was an unpleasant experience and makes me question using your brand in the future.

I am just a little confused. I have been using your service through the app (mostly) since April, and have been able to choose my pick up and drop off dates as an on demand customer. All of a sudden, this past order, I was told that this was not your policy and that it was a 4 day turn around, unless I wanted to pay more. When I wrote back to inquire if this was a new policy, since this was the first I had heard of it, I never heard back.Then, I received no notification when my last order was picked up or processed. no claim check, no update to my account in the app, nothing. I emailed customer service again (after calling to find out if you knew where my clothes were) and again never heard back. I had to call my local shop the next day, who eventually tracked down my clothes. They were delivered today (thankfully) but the communication has been very disappointing. The past 2 months have been great and we truly appreciate the service but I am not sure what happened starting last week.

Just alittlw strange this time around. I didn't get an initial email or text that you received my order and went back to check. Then come to find out there is a delay and now it's ready. Nbd but not my favorite experience.

I use the "on demand" service and am constantly frustrated by it. The delivery tends to be unreliable - they will not leave the dry cleaning if there is not anyone home presumably? It's also not made clear at all that you're outsourcing the on demand delivery to a 3rd party. That is frustrating because I've called a couple times about the 3rd party delivery issues and it feels like the Mulberry's people I talk to can't do anything to help locate my order or ensure it gets delivered. They basically pass the buck to this 3rd party and tell me to check with them. But my view is that's your job. I'm paying Mulberry's not whoever this 3rd party is. You need to take more ownership of that process.I also note that I was charged extra (I believe $14 a shirt) for 2 shirts on my last order because they were "silk". I do not own any silk shirts.

Had some major communication issues between the order, delivery and drop off and charge. The order in the app didn't trigger the pick up, the return only had one of the two items, and I had to call about the second item (seemingly lost in the system?). Fortunately they did have it and completed the work. Delivery was also delayed on that. Lastly the coupon code I had entered into the app was not applied to my order.

my items were not ready , when promised

After multiple attempts to reach the store by phone to arrange for pickup I took 19 shirts and two comforters to Mulberry’s. They said I would have my items delivered on Thursday. With such a large order my concern was a delivery time as I wanted to be home to bring the clothes in. I called and was placed on hold and heard the cashier talking to a customer. Then I heard this employee talking to someone who worked with her. They chatted and after almost ten min I hung up and called back. I was livid! After a long discussion, me telling her there was nowhere for the shirts to be dropped off I told them I wanted to pick up the items instead. Yesterday (a Wednesday, not a typical delivery day) I found all my shirts piled on the top of the concrete stairs that lead to my front door. I do like the way they clean and press but the communication is lousy and they are expensive.. I’m not sure I’ll ever use them again...

Hi Mulberry, I like your service but on my last order I was told my order would be ready for puck by Wed after 5pm. I arrived at 4:49pm and was told tat half my order would arrive later that day with no guaranteed time. The man who was there was very nice but I was frustrated. I asked for free delivery as a consolation because it’s a pain to come back but I don’t think he was able to make this call. It’s not a huge deal but I’ve been so happy with your service up to that point, it was disappointing.

There needs to be better communication between the postmates delivery system and the pickup/delivery system with Mulberrys. I was given the option to select my date of return delivery and although I did receive an email from mulberrys stating it would be delivered one day after my desired date, I still received emails from postmates (although I was unaware at the time it was separate from mulberrys) saying I would receive it the day I wanted. It left me confused and unhappy with the fact that I would not receive my clean item in time for a work event.