The Bridge Reviews 81

Having loved buying and using The Bridge bags over the years, I recently decided to buy direct from The Bridge website themselves. Having done so in early November of this year, I unfortunately wasn’t pleased with the bag I’d received in the post and decided to request a refund as per their return policy terms and conditions. Sadly, despite having re-issued their bag in the post via the return address pack which arrived into their offices (Italy) back on the 17th November 2025. I’ve since not received a refund nor any acknowledgment that my return has been processed! I’ve contacted their customer service team and spoke with a representative caller Francesca whom was helpful but advised they are currently busy on Black Friday orders and will get back to me soon. It’s been over a week and yet no further contact nor refund! The bag was £340 and I was hoping to simply re-order and chose a new bag. I’m totally upset and disappointed as Christmas is soon and I don’t even have my money back. Terrible experience and I simply wish for a quick resolution to regain my confidence in your company. Kafka!

I ordered a bag from The Bridge and was shocked to receive an item that looked used and was poorly finished. When I contacted customer service, they were uncooperative and dismissive. I returned the product, but getting my refund was a struggle - it only happened after multiple emails and messages. At one point they even stopped responding. I finally received my money back only after stating I would take further steps if the refund didn’t arrive within a week. Very disappointing experience. Not recommended.

DO NOT BUY FROM THEM. I ordered a bag online, which turned out to be much smaller than the photos on their website indicated - they only had photos of the bag without any reference to a person to indicate the true size. It was so small I could not fit my mobile phone.
I wanted to return it but inside the parcel there was no Return form and no pre-printed return label. So I emailed them asking how I can return the item and the reason for returning it. After not hearing from them for a week I chased them. They replied saying that my return request had been approved and giving me a link to print the return label, which I did. I took the parcel to a UPS agent and got a receipt. Later that day I got a voicemail from UPS saying that they needed 3 copies of a Customs Invoice, which I didn't have and that my parcel would be returned to me. I immediately emailed The Bridge explaining what was happening and asking to send me a Customs Invoice, which they did the following day. In the meantime I called UPS to find out how I could get that documentation to them. Their operator assured me that all I needed to do was to print 3 copies of the Customs Invoice and take it to the UPS service point, which I did. By the time I got home I had received a note through the letterbox from UPS saying they missed me as they were attempting to return the parcel to me. I communicated all this to The Bridge Customer service whose attitude (and words) was that they other customers returned goods from the UK without problem, so the problem was with me. I found that very offensive. I called several times their listed customer service number in Italy - +39 0534409022 - without an answer. I don't know where the parcel is, don't know whether I will be able to return it and get my refund, and the Bridge customer service is just saying that nobody else had a problem with them, which I simply don't believe it, and trying to blame it on my. I find this offensive and their online trading abysmal - every good online seller always includes a Return Invoice to be completed and a pre-printed label to be affixed to the return package, that's all, and it works. I do not recommend anyone to purchase anything online from the Bridge, you will have problems if you want to return it and their Customer Service will arrogantly tell you that it's your problem. Alida , verified and very angry customer

I bought a purse online but wasn’t particularly impressed so wanted to return it. They sent me a returns label but no other invoice or customs declaration which I knew it needed. I asked customer services TWICE whether I needed these and could they send them and both times they said it wasn’t necessary. Fast-forward to now and my parcel has been ‘returned to sender’ for not having the customs invoice and guess what…it’s conveniently now past the returns window. I will be calling my card company to log it as fraud. Such a shame as my mum carried a bridge handbag for most of her life and raved about them.

congratulations to the whole team, accurate and fast.Thanks again to everyone

First of all, I have always been a fan of this brand steaming years back. I decided to make a purchase for my birthday this year for one of their bucket bags that I have always admired. On receipt of the delivery I was far from impressed at the quality of the leather as it seems to have changed and not as thick and rugged as it use to be from the purchase I made for my mum years back which she is still using. In line with their 14 days tight timeline for returns and the horrible process for requesting return labels all designed to keep customers money they it took me repeated chasing via email for them to action my request. I have now sent back the bag to their dhl delivery address which arrived about a week ago they are yet to acknowledge receipt or issue my refund. I have sent them an email several times with proof of receipt at their end they are ignoring me. Now you have my money and the bag which is theft and I plan to follow this up with the law. My order reference number is #13572

We visited the Bridge Inn for a birthday celebration on Monday Evening being a party of nine. We have visited here numerous times and food and service have been excellent, but this visit left a lot to be desired, Firstly the carvery that was served was like Sundays warmed up the beef tough as old boots! The customer service was awful did not have enough cutlery on the table and despite asking had to get them ourselves, and no one even came to the table to ask was everything ok. Not a cheap place to eat but due to previously having good experiences this did not matter, but after this experience would not return.

Excellent product and excellent service. My bag looks and feels like it will go for years and improve with age. Smells like the saddles of my childhood horse-riding days. Really pleased with all aspects of this purchase. Delivery was free and to my house with updates throughout the day.

The Bridge is very irresponsible! I bought a bag during a sale they advertised and sent it to me via DHL Express International which is a bad courier service. I was notified that it is ready for collection but without any address of the collection station. I tried locating it on their dhl website but it is a useless website that doesn’t work!!! But the price I paid included sending to my address why must I go collect it? WHY CAN’T THEY SEND TO MY ADDRESS? Now my delivery is nowhere to be found! I will never buy anything from The Bridge again!!

I purchased a replacement Bridge briefcase sometime ago but kept it as new for use after retirement. Unfortunately after using the briefcase on only a few occasions, the clip came off the flap. The two small screws on the clip either weren't placed at manufacture or were not secure and were lost. The catch flew open and I struggeld on along journey.
When I contacted customer care I expected an apology and a solution. With such little use, I expected a return for mending to be offered. I was referred to other agencies but none were able to help.
I offered to mend the bag myself but I needed two tiny screw. I was offered a replacement catch for Euro99 .
It would appear that a premium product is no longer reliable and customer care is non existant.
The reply below confirms that Bridge want me to purchase a new clasp at euro 99 rather than rectify a manufacturing problem and adds to my disappointment.

I bought a small cross body handbag. I have a thirty year old The Bridge purse and a newer mobile phone holder. I love the metal The Bridge motif on the purse. The purse also had a metal zip pull tab. I chose this particular bag because it has a The Bridge motif badge on the front where the clasp to close the bag is. However this motif on my new bag is a cheap bright pale yellowish plastic badge which has been glued on (not straight). The bag’s strap fasteners and zip tabs are the same. It makes the bag look cheap. I might try and ‘age’ the main badge in an attempt to make it look like metal. I was so disappointed. (As an aside, the zip tab on my purse came off, I rang The Bridge to ask if I could buy a replacement and they said they aren't able to send one which I found strange). There are no stockists anywhere near me, had I seen the bag in a shop I wouldn’t have bought it.

It is advertised that these are high-quality products - unfortunately this is absolutely not the case. After just over two years, the backpack I bought is already broken and unusable. And The Bridge only offers a guarantee as part of its legal obligation - there is no goodwill here. And if you contact customer service, they sometimes don't get back to you at all and if they do, they are absolutely unfriendly and usually unhelpful - Francesca from customer service in particular is absolutely unfriendly and anything but customer-oriented. Overall, a very bad experience and absolutely not recommended.

In 2017, I purchased a leather backpack The Bridge (production: Italy), which at that time cost more than 500 euros. During operation, hidden defects appeared in the backpack: threads began to stick out of the handle, and in one place a patch of skin bent (see attached photos).
In 2022, I complained to The Bridge company, but they told me that they did not have a single service center in Russia and that they could not pick up goods from Russia because of the high cost. I thought about it and decided to send a backpack to Italy from some other country the next time I go abroad. At the end of 2023, I decided to go to Turkey, so before the trip, I contacted a representative of The Bridge company and suggested that they send a backpack from Turkey, asking them to replace it with a product of proper quality. However, I was refused to replace the backpack, because, according to a representative of The Bridge company, the manufacturing defect is only the protruding threads from the handle of the backpack, and the fold on the skin is allegedly not a manufacturing defect, although I very much doubt it. But what angered me most was not even this statement from the representative of The Bridge company, but the fact that I was asked to contact any of their service centers and for money (!!!) to give the backpack for repair (see the screenshot of the correspondence). In this way I was offered to fix the manufacturing defect of the backpack for my own money. This is just some kind of nonsense! Apparently, The Bridge company doesn’t care about its reputation.

We had a small group booking on an early Sunday evening. Food was delicious as alway. We went for the Pork Sunday Roast along with cocktails followed by dessert. All yummy. Our server for the evening was KARAN who was super attentive, charming and friendly.
Thank you, we’ll be back soon.

Fantastic place to stay! We stayed there 28th July 2023 for 2 nights. My room was ideal, clean comfortable. The staff were excellent, the food was excellent , great prices! Highly recommend. Will stay again.

Highest compliment to the Management and all Staff at The Bridge, Prestbury for hosting the wonderful wedding of Lisa and Mark. The staff were pleasant, friendly, accommodating and very professional. The service was excellent. The food throughout our stay was delicious. Compliments to the Chef. Anyone looking for a great hotel and venue need not look any further. Highly recommended and a worthy 5+***** rating.