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:04/10/2025

  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 think this company is a complete SCAM. Mulberry won't answer the phone, has taken long amounts of time in responding to my claim. If anything goes wrong such as accidental damage, which is what happened to my Interior Define sofa and which is supposed to be covered in full, they will deny your claim no matter how much information you provide, and their go-to line is you didn't provide enough or correct information. They are not an accredited company and have a very poor rating with the Better Business Bureau. They have HUNDREDS of similar complaints on TrustPilot and on the BBB site. When I challenged their decision, they told me they would offer a $500 appeasement, which is completely unacceptable. As Interior Define advertises on its website when you buy a Mulberry plan: You're protected against accidental damage. So what's covered? All stains and spills, Rips and tears, Seam separation, Burns and heat marks, and Liquid marks and rings. I spoke with someone from Interior Define today and they told me they will advocate on my behalf regarding this with Mulberry since my claim should be covered in full. If not, then Mulberry is falsely advertising their warranty. Under their Coverage Scenarios my claim should qualify based on the covered burns that are not caused by a fire however they are denying my claim. I am simply asking for the item to be repaired, or the purchase price of my item if repair isnt possible. I am proceeding to investigate this further through *************************** team as well as an attorney. I would appreciate Mulberry to contact me as soon as possible for an acceptable resolution, which would be to have the item repaired, or the full purchase price provided to me in the event that a repair is not possible.

  Business Response

  Date: 04/10/2025

  We acknowledge receipt of the customers complaint and appreciate the opportunity to clarify Mulberrys position regarding this claim.
  
  Communication and Responsiveness:
  We firmly disagree with the customers statements regarding delayed responses and communication. Mulberry responded promptly and fully within our established service levels. Throughout the claim process, we repeatedly requested additional details required for proper assessment, via both email and phone, including leaving voicemail messages. Any perceived delay arose solely from awaiting the customers replies, not from *********************** responsiveness.
  
  Clarification Regarding Resolution and Settlement Offer:
  The settlement offer mentioned by the customer was provided as our initial resolution routenot as a response to any dispute. The offer was explicitly intended to clearly outline that, due to the purely cosmetic nature of the damage, Mulberrys determination was that this issue would not result in a full product replacement.
  
  We provided the customer two clear resolution options:
  
  A monetary settlement (over 25% of the total product value) intended specifically for professional repairs, allowing the customer to select a technician or provider of their choosing.
  Alternatively, Mulberry offered to dispatch a technician at our expense to attempt professional repair. If this repair attempt did not meet the customers expectations, we explicitly assured the customer that we would still honor the original monetary settlement.
  
  The customers insistence or belief that they were automatically entitled to a full replacement due to this incident is not supported by the terms of the protection plan, and this misunderstanding was explicitly clarified in our initial communication.
  
  False Advertising Allegation:
  We strongly reject any accusation of false advertising or misrepresentation of coverage. The full terms and conditions of our protection plans were provided to the customer at purchase, remain publicly accessible, and explicitly outline our coverage boundaries and discretionary rights regarding claim resolutions. All decisions made regarding this claim remain entirely consistent with those terms.
  
  Final Summary:
  Mulberry maintains that our handling of this claim has been fair, transparent, and fully compliant with the agreed-upon protection plan terms. The initial settlement offered clearly and proactively addressed the customers request for repairs, and we remain willing to fulfill that original offer.
  
  We appreciate the opportunity to address and clarify this matter.
  

• Initial Complaint

  Date:04/07/2025

  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 rug and activated a Mulberry Protection Plan through the participating retailer. The rug was damaged after a single wash, despite being cleaned in full accordance with the manufacturers instructions (gentle cycle, line dry). After submitting a warranty claim with photos and a description, I received a denial from Mulberry stating that the damage was due to accumulated wear and did not qualify under their accidental damage coverage.This is incorrect. The damage occurred from a single, unexpected event not gradual wear or misuse. Their own policy clearly states coverage for accidental damage, including single-incident issues such as fraying, staining, and structural damage to rugs.I submitted a formal appeal via email on [insert date you sent it], providing clarification that the damage happened after one proper wash and requesting reconsideration. I have received no response in over a week. I also sent a second follow-up and was still ignored.I am requesting that Mulberry:1.Reopen and honor my original claim in accordance with their own published protection plan ********** minimum, provide a formal response to my appeal within a reasonable timeframe.The lack of accountability, refusal to engage after denying a valid claim, and poor communication are unacceptable for a warranty provider.

  Business Response

  Date: 04/08/2025

  Hello, and thank you for your feedback.

  The client submitted a claim on March 22nd, describing the issue as the rug is wrinkled and a trip hazard. Under the terms of our protection plan, rugs are covered for a specific set of accidental damage types:

  Rips or tears
  Seam separation
  Stains resulting from beverages or food
  
  The condition described does not fall into any of these covered categories. Wrinkling, shifting, or misalignment of a rug is not a covered failure under the plan.
  
  Additionally, the plan requires that customers provide a detailed explanation of the event that caused the damage, which is necessary for claims to be reviewed under the accidental damage criteria. At the time of submission, the customer was prompted via email to confirm whether all necessary information had been provided and was invited to submit additional context if anything was missing. No further details were submitted in response to that prompt.
  
  Based on the information provided, the claim was denied on March 24th.
  
  The client followed up on March 29th and, for the first time, stated that the issue resulted from a single incident after the rug was washed. While this additional context helped clarify the timeline, the type of damage still does not qualify for coverage. Wrinkling or misalignment is not considered a covered event under any circumstances, and the plan does not provide coverage for this type of issue.
  
  For those reasons, the original denial stands. We consider this matter closed.

• Initial Complaint

  Date:03/04/2025

  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 MIRROR in 2020 and along with it spent the additional $300 for a 5 year warranty. My husband accidentally let the kettlebell slip when he was working out resulting in the mirror being cracked. We filed a claim with Mulberry who said we would be sent a brand new mirror. Upon the Mirror arriving, it was very clearly not new. The inside of the box had coloring all over it, it came with a kids legos in the box, the back of the mirror is completely scratched and worn, and to top it all off, it does not work. It won't connect to WIFI and does not work. Additionally, the adhesive strips were filthy and already on the Mirror- all signs that this is NOT a new product as indicated by Mulberry. I have attempted to contact Mulberry multiple times over the last couple weeks regarding this, and no one will write back. Our contract states that it will be replaced with a new or refurbished, or with a refund if neither of the other two options are available. This product they sent was neither new nor refurbished, and the email they sent me clearly states it is brand new and Mulberry is trying to get out of upholding their end of the contract. At this time I do not trust Mulberry to adhere to the contract and am unsure if they are even a legitimate company, or just ripping people off by buying used items online and trying to pass them off as "new" when a claim is filed. I have attached receipts and all communications with Mulberry over the last couple months as well as pictures of the "new" replacement we received.

  Business Response

  Date: 03/05/2025

  Hello,
  
  Thank you for bringing this to our attention. We understand your frustration and want to ensure this is properly addressed.
  
  As you may be aware, the original product you purchased is no longer manufactured or sold by the original retailer. Due to this, we sourced the replacement from a third-party vendor. The product listing from that vendor advertised the item as brand new, unused, unopened, and undamaged in its original packaging. However, based on the details and photos you provided, its clear that the item did not meet these standards.
  
  While we do not have direct control over third-party fulfillment, we take this matter seriously and are actively investigating what went wrong. We will follow up with you promptly with next steps to ensure a full resolution that meets your expectations.
  
  We appreciate your patience and the opportunity to make this right.

• Initial Complaint

  Date:02/21/2025

  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 for a moonpod that seemed to have deflated for some reason. I did not hear anything back for almost 2 weeks, when i did hear from them they asked me to send a video of the issue with in 7 days which i did. It has been almost 2 weeks since that deadline. I have emailed several times to get an update and nothing. This seems to be a common practice of this company. They make up excuses to delay the claim as much as possible and when you provide the information, they request they simply ignore you and forced to file a complaint. They take out my monthly payment on the dot every month but when you need their assistance they go **** The first time they lied about when my membership had started and tried to deny my claim until i proved to them that they were wrong. I am not asking for handouts am simply asking for the service that I paid for and to at least provide updates to the status rather than just ignore someone so that they give up. I've emailed several times to try to get a response and nothing. I called and left a message and nothing. and would like to get some help in getting a resolution to my problem. I have no trust in this company and/ or the way they do business. I will be requesting to cancel my service once i resolve this issue and take my business elsewhere as this company really doesn't care about customer service. If any additional proof or evidence is needed, please advise and I will gladly provide. I will also be advising everyone I can not to do business with this company as they only want your money and when it comes to a claim they will say, do, make up anything in their power to not pay out. Thank You in advanced for your help.

  Business Response

  Date: 03/06/2025

  Thanks for your feedback. A full resolution was already provided to *** *******. 

• Initial Complaint

  Date:01/28/2025

  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.

  Mulberry denied floodlight camera claim erroneously, stating its due to my internet service provider (ISP). Below is a recap of the claim I filed. My ISP has no control over my connected devices only the internet it provides to my address. The internet worked just fine to tell us the alarm was going off. Additionally if it were related to my ISP, ALL of my other internet connected devices would not be working. But all of them work, including my other security camera(s) (attached video of other working security cameras "office" on the same date/time my floodlight didn't work). "On the day I opened the claim, our alarm system went off while I was at work. When I checked to see what was going on via our cameras after the alarm company called me, the Wyze app showed all our cameras were connected except the floodlight camera (i.e, the item I opened the claim for). The floodlight camera showed offline & not connected.When I got home later in the AM, I tried to factory reset the floodlight camera twice. When that didn't work, I then contacted Wyze. Wyze walked me through several troubleshooting steps & after an hour of various steps, was unable to get the camera to record or show a live video. The floodlight portion of the camera floodlight works just fine & the light on the actually camera itself is on so it shows that the camera is on, but Wyze ultimately determined that the cameras internal hardware if faulty & therefore won't record videos or show live footage. Unfortunately, I'm only covered under a one year warranty with Wyze so they won't replace the camera floodlight. The entire floodlight and camera doesn't need replaced, just the camera portion of the product."I have repeated asked for clarification over the denial and to be pointed to the exact spot in the policy that says its not covered, no response. I have attached video showing other device connected just fine on the same day my floodlight stopped working (i.e. office camera), proving ITS NOT MY ISP.

  Business Response

  Date: 01/31/2025

  We have thoroughly reviewed the claim and have provided a full, favorable resolution to the client. We appreciate the opportunity to address this matter.

• Initial Complaint

  Date:12/23/2024

  Type:Order 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 think this company is a scam. I purchased a rug on ******** and insured it for $39.99 a year with Mulberry. I now filed a claim in September, and I still havent received a response. When calling their number, there is no one to talk to . They send you to a VM and never call back. I need immediate resolution regarding my claim.

  Business Response

  Date: 12/23/2024

  We have followed up with the consumer to offer additional details and a resolution. 

• Initial Complaint

  Date:12/04/2024

  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 Mulberry Protection Plan with my purchase of a dining room table from Poly and Bark. The table sustained damage, and I filed a claim within 30 days. Mulberry rejected my claim due to "No reported cause of loss." I appealed the decision the same day in an Email: "...I think the damage to the table should be covered, by definition of the damage and the terms coverage stated within the warranty contract. The contract states that the plan covers damage "all as a result of normal indoor residential household use or accidental damage from handling, either resulting from a single incident." The single incident was the occurrence of the crack, which occurred during a timeframe between *****pm. The crack occurred as a result of normal indoor residential household use. Normal indoor residential household use includes serving and eating meals, and children coloring... When kids are coloring, we put a protective silicone mat on the tabletop to protect the surface. We heard a loud crack/pop sound between *****pm. The next day, we saw a *****" crack/breakage in our Dining Table had suddenly and unintentionally formed, as a result of normal indoor residential household use. The sound the night before was consistent with the damage/breakage. Splits and cracks in wood are ruptures or separations in the grain of the wood, which reduce the quality as measured by appearance, strength or utility, and thus it does alter the performance of our table. The split has rough edges and I am concerned that my children may injure their hands, if the table is not repaired or replaced. The crack in the wood by nature penetrated the seal on the tabletop, making it susceptible to moisture during normal use and recommended cleaning practices. This may lead to additional damage, if unrepaired or unreplaced. The damage was likely caused by an unintentional structural failure in the table that is no longer covered by the original manufacturer warranty.."Mulberry has not responded.

  Business Response

  Date: 12/19/2024

  Mulberry has followed up with the client to address the delay in response and handling of their claim.

  A cash settlement has been offered to resolve their claim.

• Initial Complaint

  Date:11/11/2024

  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.

  On July 25, 2022, I purchased a Mulberry Technologies protection plan for my Apple MacBook Pro laptop. Recently, on November 2, 2024, I filed a claim for a broken screen due to accidental damage, which Mulberry denied, According to their representative, my claim was denied on the basis that a laptop computer is not covered under the protection plan (see Exhibit A). This denial contradicts the terms and is inconsistent with the assurances I received at the time of purchase.I provided all details about my laptop (make, model, price, proof of purchase), which Mulberry reviewed before confirming my device was covered. If laptops were not eligible, they had ample information and opportunity to inform me prior to offering coverage Additionally, Mulberrys advertising claimed their plan included accidental damage coverage, unlike Apples own plans (Exhibit B). I confirmed with a representative that my laptop would be covered, and I received confirmation emails stating that accidental damage, including breakage, was covered (Exhibit C). My account on *********************** website also lists my laptop as covered for accidental damage under this plan (Exhibit D, E).The plan terms indicate that laptops are eligible for Accidental Damage Handling (ADH) coverage, which includes accidental breakage from drops, etc. The terms specify that *** plans cover single incidents of accidental damage resulting in breakage, aligning with the assurances I received from Mulberry representatives and materials. Denying my claim based on an alleged exclusion of laptops conflicts with these terms, potentially constituting fraudulent misrepresentation under the California Legal Remedies Act.I respectfully request that Mulberry review this decision, taking the above points into account. I have made multiple attempts to contact them but received no response beyond the denial notice.Thank you for your attention. I look forward to a prompt resolution that aligns with the plans stated terms of coverage.

  Business Response

  Date: 11/14/2024

  Thank you for reaching out regarding your MacBook Pros warranty plan. Were here to clarify any misunderstandings about the coverage eligibility of your plan and address the points you raised.

  
  1.Coverage Eligibility and Terms
  As outlined in our websites terms and the agreement accepted at the time of purchase, eligibility for coverage under the Mulberry Unlimited or Mulberry Extension plan is determined at our discretion. While our dashboard allows clients to add products, this does not guarantee coverage. Our FAQs and terms specify that not all products are eligible, even if the product is added to your dashboard, and coverage is determined at our discretion.
  
  In this case, the plan was created with an incorrect product price, which is essential for determining coverage eligibility. Coverage can only be extended to plans accurately reflecting product values. Although certain MacBook Pro models may be covered, this particular plan was rendered ineligible due to the pricing discrepancy.
  

  2.Refund Issuance
  Given this, we have issued a full refund to cover the cost of the plan purchased. This action reflects our commitment to fairness when coverage criteria are not met due to pricing errors.
  

  ******** of Prior Communications
  We understand that you may have assumed the plans accuracy was previously confirmed. However, upon reviewing all prior communications, we found no confirmation that this specific plan was verified as eligible for coverage. We recognize that this may have led to some confusion.
  

  4.Response to Allegations of Misrepresentation
  We acknowledge your mention of potential claims under the California Legal Remedies Act (****). Please be assured that our actions have been conducted in good faith and with full transparency. For a claim under the **** to be valid, there must be an intent to deceive, which is not applicable here. Our terms clearly state that product eligibility is not guaranteed by dashboard appearance alone and is subject to our review, a process that helps prevent inadvertent errors. The prompt refund we issued upon identifying the eligibility issue reflects our commitment to fairness.
  
  
  Conclusion
  Based on the above, we have determined that the plan cannot be eligible for coverage due to the noted discrepancy. We appreciate your understanding and remain committed to transparent and fair service. Thank you for allowing us the opportunity to address your concerns.

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:To Whom It May Concern,
  
  
  This letter responds to Mulberrys denial of my claim for coverage under the warranty plan I purchased for my MacBook Pro. Lets put aside for one second that your ever expanding justifications flip flop from your first letter of denial to your second. Ill simply focus on the ladder. Your denial is based on fundamentally flawed reasoning, gross procedural failures, and misrepresentations that not only violate basic principles of contract law but also constitute deceptive business practices under the California Legal Remedies Act (****) as well as federal consumer protection laws under the  ********-**** Act 2310 C,2 - which states "deceptive warranty" means a written warranty which contains an affirmation, promise, description, or representation which is either false or fraudulent, or which, in light of all of the circumstances, would mislead a reasonable individual exercising due care. Mulberrys shifting justifications and reliance on retroactive, unsupported arguments reflect a calculated effort to evade accountability for your obligations.
  
  
  1. Misrepresentation of Discretionary Review and Procedural Failures
  
  
  Mulberry claims that coverage eligibility is determined at our discretion and that discretionary review is a fundamental process designed to ensure correct application of the warranty plan. Yet, this process utterly failed to prevent the very error you now cite as grounds for denial. If discretionary review is truly fundamental, it should have been exercised at the time of purchasewhen I submitted proof of purchase and all required information to establish eligibility. Instead, Mulberry reviewed the details of my MacBook Pro, confirmed eligibility, issued documentation identifying my device as covered, and accepted payment for over two years without question.
  
  
  To invoke this so-called fundamental process only after a claim is filed reveals it as a post hoc rationalization intended to evade your contractual obligations. No legitimate company performs eligibility determinations afterconfirming coverage, accepting payment, and issuing official documentation. Your assertion that discretionary review is fundamental collapses under the weight of its own contradiction.
  
  
  2. Misleading Representations of the Client Dashboard
  
  
  Mulberrys argument that the dashboard is not a binding representation of coverage is both disingenuous and deceptive. The dashboard is the sole platform provided to customers to access plan details, and it prominently displayed my MacBook Pro as a covered item. Phrases like Product Covered and Date Issued are unequivocal in their implication of accuracy and reliability. To later claim that this dashboard is demonstrative-only or non-binding renders it a tool of misrepresentation.
  
  
  There is no plausible purpose for maintaining such a platform if not to provide accurate account information. The only logical conclusion is that the dashboard exists to mislead customers into believing their items are covered, only to later deny claims under pretextual arguments. This practice constitutes a violation of the ***** which prohibits deceptive acts and practices designed to mislead consumers.
  
  
  Mulberrys attempt to bolster this argument with vague disclaimers buried in FAQs is legally insufficient. Consumer protection laws require that essential terms, such as coverage and eligibility, be disclosed clearly and conspicuously within the contract itself. Your reliance on supplementary materials that are neither prominent nor binding underscores your intent to obfuscate and mislead.
  
  
  3. Invalidity of the Product Price Error Argument
  
  
  Your claim that the incorrect product price of $183.25 renders my plan ineligible is equally baseless. I provided Mulberry with an itemized proof of purchase clearly showing the accurate price of my MacBook Pro. If $183.25 was entered as the product price, this error is entirely within Mulberrys control and cannot be used to justify denial of coverage.
  
  
  Denying coverage on this basis is not only arbitrary and capricious but also reflects a complete lack of due diligence on your part. It is not the consumers responsibility to identify and correct errors resulting from Mulberrys internal failures. This argument further exposes the procedural deficiencies that have plagued your handling of this matter.
  
  
  4. Fraudulent Misrepresentation Under the ****
  
  
  Mulberrys actions and statements constitute fraudulent misrepresentation under the ***** which defines such conduct as any act or practice intended to induce reliance on a false representation of a product or service. Your conduct clearly meets this standard. 
  
  
  ***** reviewed my proof of purchase, confirmed eligibility, and issued documentation verifying coverage.
  ***** accepted payment without disclosing any alleged inaccuracies or eligibility issues.
  ***** waited over two yearsonly acting upon the filing of a claimto assert ineligibility based on errors entirely within your control.Whether the initial error was inadvertent or intentional, your subsequent reliance on vague disclaimers and retroactive justifications to deny coverage constitutes a clear violation of the ***** Intent to mislead can be inferred from this pattern of conduct, as well as your reliance on contradictory and unsupported arguments to justify denial.
  
  
  5. The Insufficiency of Refund as a Remedy
  
  
  While you attempt to frame the refund of $36.99 as evidence of fairness and transparency, it is nothing more than a perfunctory gesture that fails to address the substantive harm caused by your actions. The refund does not absolve Mulberry of liability for the misleading assurances made at the time of purchase or the damages caused by my reliance on those assurances.
  
  
  Had I been informed that my plan was ineligible, I could have sought alternative coverage elsewhere. Instead, I was led to believe my MacBook Pro was fully covered, only to have that coverage retroactively invalidated when I needed it most. This reliance on false assurances constitutes actionable harm under the *****
  
  
  6. Contradictions in Mulberrys Arguments
  
  
  Your claim that Mulberry acted in good faith is entirely contradicted by your own actions:
  You claim discretionary review ensures correct application of the warranty plan, yet it failed to identify the alleged error until over two years after payment was accepted.
  You claim the dashboard is not binding, yet it is the sole source provided to customers to verify coverage and plan details.
  You claim the refund demonstrates fairness, yet it only occurred after a claim was denied, doing nothing to remedy the harm caused by your misrepresentation. These contradictions expose a calculated effort to avoid accountability while attempting to preserve the veneer of compliance with consumer protection laws.
  
  
  Conclusion
  
  
  Mulberrys denial of my claim is procedurally flawed, legally indefensible, and a blatant violation of the ***** Your reliance on post hoc justifications, vague disclaimers, and internal errors as grounds for denial demonstrates a systemic failure to uphold your obligations to consumers.
  
  
  The refund of $36.99 does not address the harm caused by your actions or absolve Mulberry of its liability under the law. I demand that Mulberry re-evaluate its position, honor its contractual obligations, and fulfill the assurances made at the time of purchase. Failure to do so will leave me no choice but to pursue arbitration or litigation, where Mulberrys deceptive practices, procedural failures, and violations of the **** will be fully exposed.
  
  
  Sincerely,
  *. ********

   

   

   

   

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

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

  Business Response

  Date: 11/26/2024

  We appreciate the opportunity to provide additional context and address your concerns comprehensively. Below, we outline the reasoning and process behind our decision.
  
  1. Discretionary Review and Coverage Eligibility
  
  As stated explicitly in our Agreement (Page 6) and website disclaimers, PRODUCT ELIGIBILITY IS DETERMINED AT MULBERRYS DISCRETION. This foundational policy ensures that each plan meets the required criteria for coverage and is subject to review during the claims adjudication process.
  
  The Mulberry Extension feature simplifies the process for customers by allowing them to add products to their dashboard via a product page ***, which may be manually entered or automatically retrieved from the retailers website. While this is a convenient tool, it does not constitute a confirmation of eligibility. The disclaimer that coverage is subject to review is prominently displayed and integral to our terms. We encourage customers to reach out to our support team proactively to verify coverage before or shortly after purchasing a plan, should they have any questions.
  
  2. Review Process and Pricing Discrepancy
  
  The receipt for your purchase was not uploaded at the time the plan was initiated. Instead, the product was added based on the *** provided, which, in this case, contained an inaccurate price. Our claims process requires submission of a purchase confirmation during intake to validate plan eligibility. This step revealed the pricing discrepancy that rendered the plan ineligible.
  
  While we strive for accuracy in importing product details, the process is subject to normal technological limitations. Errors, such as incorrect pricing or other details retrieved from retailer websites, can occur. These potential discrepancies are a primary reason why eligibility is reviewed at the claims intake stage unless confirmed proactively by the customer in advance.
  
  3. Previous Engagements and Verification
  
  Our records indicate multiple touchpoints with you over the years regarding coverage and adding items to your plan. However, there is no evidence that coverage for this specific product was verified at any point. Eligibility is not automatically guaranteed based on dashboard appearance or system imports. It is determined based on the details provided during claims intake or upon proactive verification with our support team.
  
  We encourage customers to use the tools available to confirm eligibility, but if coverage verification does not occur proactively, it is formally reviewed during the claims adjudication process. This process ensures consistency and adherence to the terms and conditions agreed to at the time of purchase.
  
  4. Resolution and Final Determination
  
  We acknowledge that this situation may be frustrating, and we regret the inconvenience caused. However, based on the terms of the agreement and the factors outlined above, this plan was determined ineligible for coverage.
  
  While we strive to make our processes as seamless as possible, occasional discrepancies can occur, particularly when product information is captured through third-party retailer platforms. We remain committed to transparency and fairness, which is reflected in the actions we have taken to address this matter.
  
  
  Conclusion
  
  This case underscores the importance of our discretionary review process, which is designed to ensure that plans meet the eligibility criteria outlined in our Agreement. While we regret that this plan was found ineligible, we have acted in alignment with our terms, and no further action will be taken beyond the refund and plan cancellation.

• Initial Complaint

  Date:09/11/2024

  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 bought a Mulberry unlimited protection plan for the furniture in my house. I have been paying this coverage for over a year so that if anything happens to my furniture that's under the protection plan I am covered. Unfortunately, something did happen to my tv stand while I was moving it. I quickly reached out to Mulberry, I filled a claim, answered everything they needed from me, and then they just simply disappeared. We're going on two weeks now and absolutely zero answer from them, even after I have repeatedly reached out to them. Its clear to me that they have been accepting my money for two weeks now and now that I need reimbursement for a covered damage on a covered furniture they have 0 intention of fixing the problem. Very disappointing and it should come as a warning to anyone who's looking into Mulberry Unlimited.

  Business Response

  Date: 09/11/2024

  In the client's claim description for the claim filed on 08/23/2024, they stated: "While I was moving i bumper the TV stand against another piece of furniture and the side broke off."

  The terms of our agreement for this protection plan explicitly states the following exclusion: h. Stains or damage caused during Furniture delivery, assembly, installation, or transportation are not covered;

  As a result, we are unable to provide coverage for this claim. The above denial was communicated to the client and no further action will be taken to address this claim. 

   

   

  
  

• Initial Complaint

  Date:07/29/2024

  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 a king size GhostBed on September 28, 2021 and purchased a 10-year protection plan from Mulberry at the same time. I was told to make sure to keep my waterproof mattress protector on my mattress at all times, which I did. Two weeks ago, in July 2024, my ac drip pan overflowed, filling my ceiling with water and muck. Though I attempted to put a tarp down, I was unable to catch everything and part of my ceiling, soaked with water and insulation, fell onto my mattress. It penetrated the tarp, mattress protector, and several layers of my mattress, rendering is completely unusable. I attempted to file a claim with Mulberry and provided all requested documentation. My claim was denied, citing weather-related exclusions. I appealed the denial, and have not received a response back, despite multiple attempts at contacting the company.When I initially filed the claim, the website informed me to not get rid of the mattress until the claim was processed. I held onto it as long as possible, but mold and mildew set in and began making us cough and feel ill. We were forced to remove the mattress right away.

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Mulberry Technology Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 08/28/2024

  This protection plan is administered by Guardsman. The following context was shared with ************** --

  After reviewing your claim and the additional details youve provided, we remain guided by the terms and conditions of our service agreement, which are designed to ensure a fair and transparent process for all our clients. Specifically, we refer to the exclusions listed on pages 7 and 8 of our service agreement. The following exclusions apply:

   
  External Causes: Our coverage excludes damage resulting from external causes, which include, but are not limited to, water damage. This encompasses any incidents involving water, regardless of the source, as stated in Section 6: "External causes of any kind, including third party actions; fire; theft; insects; animals; exposure to weather; windstorm; sand; dirt; hail; earthquake; flood; water; acts of God or consequential loss of any nature."
  
  Damage from Misuse: Section 8 further specifies that damage caused by external factors, including water intrusion from non-weather-related sources such as a malfunctioning AC unit, is not covered. It also mentions that damage from misuse, mishandling, and other similar causes are excluded from coverage.

  Customer Answer

  Date: 08/28/2024

  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:

  If this is the case, then in reality nothing is covered and your insurance is a scam. We would like our money back. 

   

   

   

   

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

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