Molton Brown Avis 

In addition to not delivering the "next day" as promised, for the second time in a row MB have not included any gift packaging, again as promised. £102 for four loose bottles of bath lotion does not make a "luxury" gift on their own. Presentation is absolutely everything and makes or breaks a prestigious gift as I am sure MB knows. I am beginning to suspect it is a scam site I used selling fake Chinese goods. My office colleagues say they probably are. Can you confirm MB? I will never use them again and advise other potential on-line customers to do the same.

Well, hello. I love Molton Brown products, having bought them at a store here in the States, but my mail order experience has been absolutely wretched and, because of that, I'll never buy from MB again, even in-store, no matter how much I like their products.

Here is what happened:

1) In mid-July my sister ordered an MB gift card for me. When the package that supposedly contained it arrived, there was no gift card, though there was the envelope that was supposed to contain it--which had no amount written on it.
2) My sister called MB and they said they would send me another gift card, which they did.
3) I placed an order using the new gift card.
4) Several weeks went by and I had neither heard nor received anything from MB. I called Customer Service. The sales rep (no shade on her, she was very nice) said the order had been cancelled, even though I had not cancelled it. She sent me another gift card.
5) I placed an order with the new gift card and received an order confirmation. Yay!
6) Order arrived today.
7) Went to unpack the order. It had leaked all over the box.

On behalf of me and my husband--who is obligingly cleaning up the liquid that dripped from the box onto our wood floor--thank you from the bottom of my heart for giving me one less place to spend money.

Today I visited the Trafford Centre store where I was looking for a birthday gift for a friend. Whilst in the store Tracey was able to help me create a gift package that I’m sure my friend will love. Service at the till was prompt, with the items wrapped and packaged extremely well. Tracey also added a bow to the box and bag meaning it’s already gift wrapped so that’s one less thing to worry about! The staff were knowledgeable, attentive and made my overall experience a brilliant one. Thank you!

Amazing experience at Molton Brown Bath. We had a wonderful experience getting to know the history and values associated with the brand and the products. Gorgeous hand and arm massage. So much fun. We will come back soon with friends. Your lovely representatives are a credit to the brand and deserve recognition!

I tried to send this note to Molton Brown on behalf of my wife as she could not get their system to workt, but their website would not accept it. They don't seem to have a formal complaints route, only product feedback which I tried without success.

"Dear Customer Service Team,
Re order 482152033
I would like to let you know how disappointed I am with my recent order from you. It has arrived very poorly packed. All three bottles had residual adhesive on them, with brown paper stuck to the adhesive. The latter had to be removed and left sticky stuff on the bottles. On one of the bottles, which was going to be a gift, it is particularly bad.
I have not experienced this before when ordering from you, and wonder if it has happened because you appear to have subcontracted out the delivery process to Amazon, who delivered the order. Your orders are usually very nicely packed and a pleasure to receive.
I have spent a lot of time removing the brown paper and removing the adhesive and therefore do not wish to return them but thought you should know the state the order was in when I received it.
This experience has put me off ordering your products and I shall have to look elsewhere.
Yours sincerely,
Louise Wilcock."

Follow up. It is now around three weeks since MB's response to my entry on behalf of my wife and they have still not made any contact despite saying this would happen soon. This indicates to me how little customers mean to the company, apart from paying for their products. Thank goodness most companies are not like this these days. Gordon Wilcock

Further Update. I'm very pleased to be able to report, on behalf of my wife, that a helpful lady from MB got in touch with her yesterday by email, and then had a conversation with her today about the situation. It sounds as if MB were trying out a different delivery system and also a new website format.We thought the experience was strange as previous service has usually been great. Apparently both have now been rectified and they have offered my wife appropriate compensation. Both sides have parted amicably. Thank you Molton Brown!

Exceptional service from Wayne in the Liverpool One store. Extremely informative and knowledgeable about each and every product, always gives a warm welcome and assists with anything Ive needed help with when choosing products. He also gift wrapped the items beautifully which just made the experience really special and took so much care in doing so
Fantastic customer service that feels like a luxury personal shop he is a credit to the store and makes going to the store an absolute pleasure!
Thank you so much

A great welcome at Molton BrownBristol Cribbs 11/5 11.50 where Darren and a lady immediately welcomed us . We are regular shoppers at Molton Brown Bristol Cribbs and Exeter. We knew what we wanted to buy today but Darren reminded us about the current offers which was really helpful. Great customer service
Delighted with all our purchases today … Thank you Darren !

VERY PAINFUL EXPERIENCE. I have been a loyal customer yo molton brown, not anymore!

I recently purchased a few 7,5 ml perfumes but my order came incomplete. I immediately asked the customer service for the perfume that was missing, they said ok you will get a refund, I waited for 3 weeks and nothing happened. I contacted them back, they answered as if it was the first time they heard about the issue and asked for the second time if my parcel came intact. I said yes it was but the strawberry perfume was not in it, they said they will examine the request and come back and guess what? I had to go back again and ask and they asked for the tenth time if the parcel was intact. At this point I felt that there is a huge mistake, that they are playing me around. Only to wake up today and find this response

Notre équipe d'enquête a examiné votre compte.

Nous avons visionné les images de la caméra de sécurité filmant l'emballage de votre commande.

Les images montrent que, cette fois-ci, votre colis était correctement emballé.

Malheureusement, nous ne sommes pas en mesure de vous offrir un remboursement ou un remplacement pour le moment.

Nous avons fermé votre compte et n'accepterons plus de commandes.

Nous vous prions de nous excuser pour la gêne occasionnée.

Meaning they examined the cameras and saw that the parcel was packed correctly, so obviously I am a thief that tries to ask for money that does not belong to me, further more, they blocked my account. So i did not get neither my order nor my money and lost ALOT of time and energy and I am really disgusted of this brand that I used to love very much. Please AVOID. They treat their customers very poorly.

ive shopped at molton brown for a long time, however it has only recently come to my attention that the loyalty scheme is a total con unless you are anal and keep checking your account every week to see what points you have earned and when they will expire. the reason you will need to do this as they have openly advised me that they DO NOT notify their loyalty customers about expiring points which i feel is totally rediculous as they are learly wanting customers to spend money but forget abouyt the credit they could use within the 12 months of receiving them. the customer service response is one of the most scripted generic replies i think i have ever seen from customer services and ive worked in that industry for many years. they clearly have no care in the world about their customers. it will never change it just mneans finding somewhere else to gety similar product, wont be hard as plenty out there.

Lovely customer service in the Brighton shop.Mia was so helpful and made purchasing my new fragrance a particularly pleasant experience.
To edit… popped into the Kingston shop to top up on Milk Musk body lotion- super friendly service from Jade.
Great experience - happy customer

I have visited the Cheshire Oaks outlet on numerous occasions since Christmas and been looked after by Jan, Lisa and Sam.

They cannot do enough for you, both Jan and Lisa walked me back to my car with my numerous purchases (I’d just had an operation and couldn’t carry anything) on a few occasions. Their knowledge of the MB products is never ending and very informative. The 3 of them are a credit to the MB brand.

Hasn't no smell waste of money unfortunately

Last week I received a promotional e-mail from MB saying that they were offering free next day delivery. I ordered one item on one day and another item the day after. Neither was delivered on the day after I ordered them. I queried where the first item was, when it did not arrive, customer services didn't know. They said they hoped it would come the following day. It did come via DPD who ignored an instruction to leave the parcel in the front porch and threw it instead on the ground outside my mother's house by the dustbins. The delivery person did not even bother to ring the doorbell. I complained to MB about this and about the second item which had not been delivered on the day that it should have been and they simply sent a standard email of apology. I was unhappy about their response and asked for my series of complaints to be escalated, I have heard nothing since. Dear Molton Brown - please do not promise your customers that you will deliver items on a particular day when you are clearly unable to fulfil that promise. You need to change your delivery company, particularly for our area in Havering.
We love your products but they are no good if you cannot get them to us on time.

Order not refunded for5 weeks and until I emailed 3 times

I visited Freeport at Braintree today and was served by Julie who went above and beyond customer service today. She was so helpful and was so refreshing to get this type of service. She even brought my bags out to my husband to carry. An absolute credit to your business.

Amazing service from Julia at Freeport. Most helpful lady who went above and beyond to help us purchase the best deals. Will definitely be visiting this store again very soon - many thanks Julie

Tracey Lamacraft

Ordered a christmas gift at the beginning of december, got an email saying there was a delay with shipping & still have yet to receive the item or any further updates. Have tried contacting customer service but with no luck, only an automated response. Will be taking this further as I want my money back

Bought their Xmas Advent gift box in the November sale. Beautifully presented and very gratefully received by my partner. Well worth the expense.

Tried one of their candles for the first time. Bought at the bath shop a while ago. It smells absolutely amazing. I also bought a jo molone candle the same day but can honestly say it is nowhere as scented as the molten brown one. Would definitely buy one again!!!

Order came earlier than the 5-7 days. Ordered a parfume gifts and personalised message card. All came great and the card too. Well packed in a gift box and lots of paper. Also the freebie in there. Brilliant experience first time ordering online than going into the store. Very happy.