Molton Brown Avis 

On the plus side, I have used their shower gels for a number of years, and used their stores without any issues. However, should you need customer service, my experiences have been awful. Last year, after buying a £40 refillable pump, the pump itself failed after a few uses. Their response was to send me a link to their website to buy a replacement for £1. As it happened, they had free delivery on all orders so I shelled out £1 and it must have cost more to send by DPD.
Lately I have queried lack of loyalty points. Was firstly told that my birthday points had been missed due to an error and would be done manually. That didn't happen. The next person told me that the birthday points had been halted, which is not the case according to their website. I got a long email reply about all my queries, most of which was factually incorrect. The next person I spoke to said that they could not see any of the emails, but would get back to me.....which they haven't.
Rubbish customer service considering I am a Gold level loyalty customer.
Will be looking for alternative proucts

UPDATE
So after my initial review, I had a request for more information which I provided. I then had a 'standard' reply to say they are looking into it. Taking into account the holidays, 2 business days later, I'm still waiting.
To put this into perspective, my issue with reward points amounts to, at most, a few pounds in benefit to me which I would have to spend in MB anyway. This has cost more than that in staff time, but for me it is now the principle. You advertise something, you deliver and if you fail along the way, sort it quickly and move on with a happy customer.

Further update 8th January. So after my last update, have had a call from MB, and at the end of the day, my points have been adjusted and I have had a delivery of complimentary goods. Could have been sorted so much earlier, but I am now happier. My adjusted score reflects that.

There is NO online return option!!!
And the instructions on how to return are super unclear. Terrible experience

Horrible shop, Regent Street

I HAVE BEEN BUYING MOLTON BROWN FOR OVER 20 YEARS. MOLTON BROWN HAS ALWAYS BEEN EXPENSIVE, BUT WELL WORTH THE COST. NOT IN THE FUTURE.
I ORDERED 6 BOTTLES OF BODY WASH. ALL 6 BOTTLES WERE PLACE3D INTO ONE BUBBLE BAG WITH NO PACKING. 2 OF THE BOTTLES LOST THE CAPS IN TRANSIT, THE BODY WASH WAS EVERYWHERE. I CALLED CUSTOMER SERVICE, TO BE TOLD THAT I NEEDED TO PROVIDE PHOTOGRAPHS.
NOT POSSIBLE. ALREADY CLEANED UP THE MESS.
I AM LOOKING FOR A REPLACEMENT PRODUCT.

I have been a regular customer and am writing this review because of repeated issues with order fulfillment. This is the third or fourth order where items have been missing.

My most recent order, which arrived today, was missing:
1. The complimentary Gift Box packaging that was clearly selected and confirmed in my order details.
2. The complimentary sample I chose during checkout.

This consistent pattern of shipping errors clearly points to a systemic failure in the packing process.
Compounding the frustration, their customer service is inaccessible. The advertised toll-free number hours (3 AM - 3 PM EST) appear to be incorrect. I have tried to call thrice withing the hours but always get the message that their offices are closed.

While I love Molton Brown products, the continuous errors in shipping and the inability to contact support reliably have ruined the online shopping experience. I have now contacted them via their online form and expect a prompt resolution to this recurring problem.

UPDATE: I reached out to customer service using the online form. They responded quickly and sent a gift bag and several samples. I am happy with the resolution. However, I would like to see Molton Brown fix the systemic fulfillment errors that several customers, including myself, have complained about and update the website with accurate phone hours. Molton Brown products are excellent, and it is a shame that fulfillment comes with so many issues.

I ordered a black pepper gift set (shower gel and deodorant)
The picture showed a nice box and I even ticked a box asking for a gift box. What I received was the two products rolling around an amazon box. This is misrepresentation. I emailed customer service who said they had run out of gift boxes but would send me a gift bag. Why not do this in the first place? Its just not good enough in the run up to Christmas. I wont be using MB again as I feel trust has been lost

I am extremely disappointed with my recent orders and feel compelled to raise a formal complaint regarding misleading product presentation and incomplete deliveries.

My most recent order (Order reference: 492688492) included a body lotion and scented candle purchased specifically as birthday and Christmas gifts, with a gift message and gift box selected. However, the order arrived without the signature gift box, making it completely unsuitable as a gift.

Unfortunately, this is not the first time this has happened. Previously, I ordered the Lily & Magnolia Blossom Shower Gel & Lotion Gift Set (Order reference: 489549439). I spent $158 on that order, yet once again the items arrived without the signature box, despite the product being clearly displayed on your website as a boxed gift set.

I consistently choose Molton Brown because of the premium quality, design, and distinctive packaging. Receiving products without the signature boxes completely undermines the value of purchasing directly from your website, especially when the items are marketed and photographed as gifts.

This raises a serious concern: if the signature packaging is not included, why is it prominently displayed on your website? This feels misleading. If gift boxes are not guaranteed, customers should be clearly informed before purchase. Expecting customers to pay extra for packaging that is shown as part of the product is unacceptable.

I purchase gifts from Molton Brown specifically for their presentation. If this cannot be reliably provided, customers deserve transparency so they can make an informed decision or purchase from alternative retailers who deliver what is advertised.

I expect a clear explanation and appropriate resolution. This repeated issue has significantly affected my trust in ordering gifts directly from your website.

I made an online order for the opulent gift set and the shampoo & conditioner. These are for a family member for Christmas. After recieving an email regarding a delay in the delivery I was a little disappointed and after reading some online reviews I was a little worried. However the delivery arrived today and handed over by a very lovely delivery driver. My gift set was well wrapped and protected for delivery & for the shampoo and conditioner I was provided some tissue paper and a gift bag to create a lovely gifting experience. This touch was very much appreciated. I did also contact customer services In regards to the postage cost as I had selected a specific day for delivery that was not able to be made. I only had to wait a day and I got an email reply from Kelly at Molton & Brown apologising for the delay and I will receive a refund for the named day postage I paid. I would say all in all great customer service and although the delivery was delayed it was still in good time especially for around busy times like Christmas.

Been a molten brown fan for as long as I can remember buying hundreds of £’s worth regularly.
Ordered 5 bottles for Xmas presents that came very quickly (next day!) but unfortunately put in a box too big for x5 products. Due to this they were rolling round and one bottle had leaked - I reported to molten brown so they had feedback on their packaging. Instead of taking my comment on board I was asked for photographic evidence of the incident - as it’s not something you expect I can’t say it immediately came to mind when I was covered in shower gel to whip out my camera and take pictures - very poor customer service and actually makes me angry I respected this brand so much
Won’t be replacing the bottle as will now try other companies and see if I can find another I like as much

The brand uses Amazon Shipping for their orders where the driver sends a generic email stating that the ordered was delivered to the receptionist called Joni when there is no reception in my building and no Joni. I tracked down the driver outside my building enquiring about my parcel. He was so arrogant, pretending he did not understand English and unable to tell me where is my parcel.
UPDATE
Upon raising the above issue with both Amazon & Molton Brown, I received prompt replies (even though it was the weekend) from both parties. MB arranged immediately a new delivery of the product I had purchased as a gift to my dad which I appreciated. Earlier this afternoon, I received a text from the driver asking where they could leave the parcel. I was lucky to be at home and replied to their text asking them if they could ring the bell and deliver to my floor (my building has 27 floors and a lot of apartments) instead of leaving it at the inside entrance of my building where parcels can go missing. I appreciate that the driver delivered to my front door. He was kind and friendly. Upon opening the parcel, I noticed a few samples which was a nice touch. Thank you for looking into this matter with urgency and care.

I tried to purchase hand cream. I wanted to purchase as a guest. Once order was done I was told my email address was in their system. I dont know how wanted to continue as a guest I could not do this. Then before I placed an order they wanted to know my date of birth which I was not prepared give. Why do they want to know my date of birth to purchase a hand cream. Ive cancelled the order.

Ordered the gift set of mini body and shower gels, arrived the next day. Perfectly packaged for a Christmas present!

Never had any issues. Products are great quality and smell great and always delivered promptly with care when packaged

Awful experience at Exeter store. Dived on as soon as I entered shop by staff. Was asked twice if I needed any help. Said no thank you. Then asked if I was looking for anything in particular. Replied no thank you. Then I was interrupted again in the middle of a conversation with my husband while I was about to choose my Christmas perfume. You do know that 'something about the coloured lids! My body language screamed can you please leave me alone..Couldn't hear myself think. We left and spent £140 in John Lewis on a Clementine & vetivier perfume. I was so annoyed. There are hardly ever any customers in this shop. Can they seriously afford to alienate any potential customers. My manager had a similar experience in this store. She walked out without buying anything as well!

Travelled to York Christmas market today and thought I would pop into the Molton Brown Store to treat myself to a candle. Paid £95 for said candle (also purchased some shampoo), arrived home, took it out of the box to find it has been used! Loads of wax gone and all at three wicks have been lit. Clearly its been used in the store and put back in the box for a customer to pick up! Mortified. Wont be doing a 115 mile round trip to take it back but certainly wont be getting my custom ever again.

For goodness sake get it together.LITERALLY.
Tosay received about 1/3 of order. Where's the rest? Where's notification. Not acceptable. Get it together or get your comms better. Its truly putting me off you! Discount or not. SO POOR. On every level.

As a background: I have been a faithful MB user/purchaser for well over a decade spending upwards of $1K annually on. their products. Shopping online has always been a nightmare for me with this company and until a year or so ago I was able to deal with the manager of the New York store who would place my orders and ship to me seamlessly. All USA stores are now closed, my contact is long gone and I am forced to either shop online or call and order direct from London.( After years of knowing that their online experience is terrible nothing has changed.) It has been a nightmare at best and I am now throwing in the towel and shopping elsewhere. (Jo Mallone also has wonderful products!). I have spent literally (this is not an exagerated number!!) 5 hours trying to place a $700+ order both attempting online and finally calling the London number and dealing with a live person. The full details are so crazy you'd swear I was making it up. If I wasn't beyond frustrated and angry I would say it's the makings of a sitcom. From spending several hours just trying to create the order (yes 3 hours!) to not having my card accepted and rejected 5 times even though everything was ok with it to having the cart completely emptied ("it's a security thing") to starting over with the live person ( the following day) only to have the exact same thing happen this time with another card!!. This was the culmination of well over an hour with this person trying to create my order. (Starting with explaining to him that Orange and Bergamot was not the same thing as Oudh Accord. (Let that sink in for a minute: I had to explain to the sales person what Orange and Bergamot is!!!) Repeated 3 different times my billing address, shipping address, card number, explain what I mean by "Hand Wash" or "Hand Lotion" or a "set of Hand wash and hand lotion".....it just went on and on. ( The SA was most sweet and tried his best and I don't fault him but clearly he was not well versed or familiar with the products. The onus is on MB for not better training!)
Well the ending of my story is that the order was never placed as somehow their system wouldn't accept the credit cards!! So all of this for absolutely nothing,
The most disappointing is that I truly love the product but it is no longer worth the frustration and failure. My message: Be forewarned!!
Thanks for reading this "tale of woe". I know...."first world problems". ..

Went to the Bath store with a voucher for a hand massage that came with a set I was given by my daughter. The lady was so lovely and asked my daughter if she’d like a hand massage too! A glass of Prosecco later and Ellie and Saffron treated us both to a wonderful half hour of hand soak, exfoliation, massage, cream and perfume. Xx they were both so easy to chat to and made us feel very pampered! Thank you both for a special treat! Xx The rhubarb and rose smells divine, and the rosemary scrub was beautiful. I’m just wondering how long I can go without washing my hands so they keep smelling so divine! Xx thank you both again, from Maisie and Claire. ,,

Even one star is too many.
Yet again let down on next day delivery. Two days later and order still not dispatched!
Never again will I use Molton Brown as their customer service is diabolical!!
14/10/25 - update - even though my order was cancelled and I received an email stating I would not be charged for my order of £96.95 the funds have been taken! Wonder how long it will take to receive the refund!

I have been extremely impressed with Molton Brown customer service. I was concerned that the perfume I bought was more like Eau de Toilette., after exchanging emails re the details, they sent me a label to return my bottle via DPD and when they received it they immediately sent me a replacement. Extremely satisfied.