Mulberry Avis 801

Had a rip in a sofa purchased from Castlery, and filed a claim with Mulberry. First, they denied the claim for reasons that made no sense (it was a rip, Castlery's website explicitly says rips are covered, and they denied the claim).

When i asked to have the claim escalated, they said I would receive a reply in 3 business days...that was 15 business days ago.

Their entire business from my experience and reading other people's reviews is to stall and deny on claims, and to just stop communicating with their customers and just hope they go away. I'm not going away.

Terrible communication and follow up initially. If a director had not reached out to make things right then I would have left my 1 star review. Despite the rough journey it was to get my claim settled they made it right in the end for me in more ways then I expected.

Mulberry responded very quickly to my insured aquarium filter that stopped working after 2.5 years. Their communication was friendly, clear and fair. Shortly after they had all the details. A day or 2 later, I was very pleased with the settlement! I highly recommend Mulberry
Insurance!

I just registered my plan after having my appliance less than a week. Can't comment on substance of the plan as of yet, but the customer service and responsiveness of staff was great--it suggest the same will be the case if I ever (hope not!) have to file a claim.

My washer quit working. I did not have to wade thru a bunch of automated answering machines to get to a live person. The people were so great to work with. Answered all my questions, helped me to file a claim without a problem. Got a new replacement washer in a few short days. Would certainly recommend them!!

With the exception of how long the entire process took (4 weeks total), we were very pleased with Mulberry and our experience. Our engagement with the staff was all positive and helpful. I'm grateful to have coverage with Mulberry and will work to ensure our purchases moving forward are covered by Mulberry.

I purchased a five year warranty for six dining chairs. I submitted a claim for one of the broken chairs. I received an email stating I would receive reimburse for the cost of one set of chairs and then the terms of the protection plan would be fulfilled. I'm not sure what that means and I have requested three times for clarification and have received no response. I can't find a phone number to call and my emails have gone unanswered. I'm very frustrated at this point.

I am updating my review. I received clarification on my question regarding the warranty. Initially when I submitted my claim on February 7, 2026, I received a response the next day that my claim was approved for reimbursement. I followed up with a question and did not receive a response until March 9th. I was told that somehow my claim was showing as resolved and therefore my emails were routed to a fully resolved queue. My question has not been answered and I am pleased with the outcome and customer service I received.

I submitted a warranty claim. At the beginning of this process, responses were very prompt and I was given instructions on the next steps. As requested, I submitted the repair quote for approval.
However, it has now been almost two weeks and I have not received any response. I have sent multiple emails and have not heard back.

At this point, I am becoming concerned that my claim is not being addressed. I have been ghosted status of my claim repair can’t move forward.

A true customer service company! They proved to be understanding and caring. Even if they don't give you the answer you want, they will still go out of their way to help you resolve your issue. I felt truly listened to.

I am very satisfied with the service from Mulberry. From the very beginning, they showed professionalism, transparency, and excellent customer support. They clearly explained the coverage and answered all my questions in a simple and straightforward way.

The process was quick and hassle-free, and now I have peace of mind knowing my furniture is protected against unexpected situations.

I highly recommend Mulberry to anyone looking for a reliable and efficient insurance company.

My washer broke and I've been waiting for their team to acknowledge that they did anything more than receive the email. It's been 7 (week, not business) days now, and as a parent of two under 3 having a washer be out of service for that long is a lot.

Update: Mulberry reached out immediately and got the situation fixed. They sent over the contact information for a company to fix, authorized a spend, made it seamless. Went from crickets to fixed in less than 4 hours. A rep reached out via phone call and explained some internal failures, how they're adjusting and took feedback & shared some features that'll address it (like a status tracker).

I'll be sticking with Mulberry!

Sent a bag bought in the seventies back to Mulberry as one of the straps had broken off and been lost on a nite out. The work done by Mulberry was excellent you wouldn’t know which strap it was can’t recommend them enough

Mulberry is a scam company.

You submit a claim and they ignore you for months

Can’t get someone to respond to my multiple emails.

Wasn't sure at first if the warranty was worth it but they took care of my problem so totally worth getting the warranty

I can’t speak to the actual warranty repair process yet, but I can comment on the customer service. I purchased an extended warranty for a pre-ordered coffee machine, and although the item won’t ship for another 3–4 months, the warranty initially started on the order date. After emailing customer service, they responded in under 24 hours with a clear solution and no pushback. This was a pleasant surprise and very different from my past experiences with similar companies. For that reason, I’m giving 5 stars for customer service. If they don’t follow through as promised, I’ll update this rating in the future, but for now, I’m pleasantly surprised. Hope this helps.

I will say this review is that Mulberry is fantastic and super easy to work with however, just like a home loan they turned around and flip your policy to other companies and those other companies are absolutely terrible. My couch protection got moved over to guardsman and it’s been a part-time job trying to get a hold of these people sending them all the details. They finally sent someone out lo and behold it was determined that my couch needed replacing they didn’t have What it took and said they would get me a store credit and it’s almost a month later and I’m still chasing this down and still have nothing terrible terrible terrible

Mulberry was great, and very compassionate towards my specific circumastance. They went above and beyond to resolve my claim. I feel safe always choosing mulbery for my insurance. Especially whenever buying from reverb. Thank you. Ticket number: 125234

I had an issue with a claim, and Mulberry actually took time to read my feedback, and one of the employees, Darien reached out and called me. He was extremely helpful and took the time to explain what had caused the issue and how the company was going to resolve it and what steps they were taking to make sure it didn’t happen again. The other claims I’ve had with Mulberry have always been resolved without issue as well. I’d highly recommend them and I love the peace of mind I get for the extended warranty on my products

Unimpressed with the coverage versus the cost