Molton Brown Avis 

Unhappy because I believe if they don't offer refunds and it is a policy they are quite proud of, then they should tell you at the till.

Never "again" I suppose.

After my recent purchase of 2 candles which I tried to cancel, I looked for the returns process which has been made very difficult. I sent an e mail to Molton brown asking for returns address but they do not respond! My mother has a bathroom full of Molton brown but maybe I will convince her there is some other lovely brands out there.

VERY NEGATIVE experience. I had been a long term supporter and customer of Molton Brown for many years but no more sadly. I ordered a hand lotion as a Christmas gift (Dec 24), it arrived badly discoloured and looked very unappealing (so much so my husband noticed it without me saying anything) and not suitable as a gift. I sent a number of emails to Molton Brown saying I wasn’t happy with the product but got fobbed off after waiting some time for a response so contacted them a few more times. The process was really painful and took me ages to manage to get a returns label. I’d brought the hand cream when they had the Black Friday reduction, I asked if the price could be honoured for me if I brought a different bottle in store but they weren’t interested whatsoever, it felt like everything was just too difficult. Being a loyal customer clearly doesn’t matter these days, the matter just needed a bit more consideration and handled better and I would have continued using them in the future. Not now…. The process to be get a refund note from customer services was painful and they weren’t interested in what I was saying whatsoever - avoid!!!

In November, I visited the Molton Brown store in the Swindon Retail Outlet and bought 4 shower gels on offer for £44. The shop assistant put the items in a Molton Brown bag, and I trusted all was fine. On returning to my home in Bristol, I discovered she had only put 3 bottles in the bag! I phoned the store, and they took my email and phone number, saying they were sorry and would get back to me. Spoiler alert: they didn't!! The following day, I phoned customer services, which was answered by a clueless and unhelpful employee. Following this, I emailed customer services to explain the situation, and received a prompt email advising me to go back to my local store with my receipt. I replied, explaining again that this hadn't happened at my local store. This time, I received an email saying they had a large number of requests to deal with, so they would contact me later. Yes, you guessed it... They didn't bother. I'm still missing a bottle of shower gel, and £11 out of pocket. I won't be back to their stores!

Nice products but boring to receive emails about fantastic offers if you purchase from EU website, but if you are in Italy (which is in EU btw) you can’t place order but on Italian website with no fantastic offers :(

Molten brown store Bath . Myself and my mum had an amazing arm and hand massage by susie and Saffron. They were so friendly and helpful we had such a lovely experience would highly recommend them . We ended up buying some lovely Xmas presents in there as well. Thank u so much it made our weekend in Bath really special

Sent wrong items, have called twice, sent email with picture of incorrect items and nothing.
Shocking service from a company that sells a premium product.

Impossible to place an order, repeatedly tried adding to basket but unable to, absolutely hopeless.

Made an order on the 27th, delivered on the 29th with free standard delivery. All products discounted with 25%. A must every Black Friday. Recommended.

I ordered 4 items online . Only 1 item was delivered but it is showing on my account that all items were delivered. They were not . I have full cctv footage of the delivery and the fact that I was handed just one small parcel which was not in any way big enough to have contained all 4 items . I have spent almost an hour trying to get through to customer services but nobody has answered . Please can customer services arrange the delivery of the missing items . Order number 468856776

I just went to buy a present for my daughter at the Regent’s street branch. The gentleman (I think his name was Bryan) gave the most wonderful service. He gift wrapped my items with so much care and attention, gave me an extra bag and the ribbons of my choice and was most polite and respectful. It made the present so much more special and complete! Please keep up your service, thank you!

Ordered a deodorant on line , arrived completely battered . I complained to customer services who instead of apologizing disputed this and asked for photos which is fine . Received a replacement - again battered - sent pics again - no apology despite this being a complete inconvenience . They have sent a dpd delivery person to collect a £15 deodorant before they will refund me which they are saying will take 7-10 days to process plus another 7-10 days to refund and still no apology or acknowledgment that their quality control checks are non - existent . I gave them another chance after the debacle last year where their payment system clitch took duplicate payments which took them weeks to refund but after this year , I will never buy online from them again

i thought this was a luxurious brand ??
maybe years ago , never again will i purchase from them , had a issue with a damaged ltd edition marble looking dispenser , has pitt marks all around the bottle , tried to take pictures but not
showing up because of the marble design, customer service want a picture , very painful supposed to be sending me out a returns label customer service not really interested very poor service has definitely let the brand down

I had been trying to place an order online but kept being charged for p&p, even though it’s advertised as free until December 22nd. Also kept being charged the full price (£85) for a large candle when it’s advertised £25 if you spend over £50. I then tried to place the order by phone. I don’t think the person I dealt with realised she was even working on behalf of Molton Brown, such was her cluelessness. After a few minutes I told her it was just too painful and ended the call. How can such an established brand have such shoddy ‘service’. They must be missing out on so much potential profit.

I ordered an Advent calendar for myself. I get Molton Brown gift sets and other products regularly for the Festive time. I have never has any bad service in the UK, but the USA side of Molton Brown is very bad. The shipping box arrived with an original sealing clear tape cut opened and somehow resealed again with one tape strip. The new seal didn't look as its sealed at the same warehouse. Packaging looks like someone opened and went through the box.
I have sent packaging images to MB and they told me to inspect the goods. The calendar is a surprise Xmas calendar for myself and I do not want to open it before the time to check the goods. That's the purpose of the advent calendar then? Customer service team just gives very basic copy and paste answers and do not offer any option of replacement or any other solution. I also was informed that I must pay shipping fees for the return. Agree, if I changed my mind about the perfect buy, but in this matter who knows what is missing from the calendar. And I am pretty sure I don't want to find out in December either. Very angry and disappointed with Molton Brown and their bad customer service.

Cannot join website.
Complete registration form and hit submit.
Nothing happens and no error received.
Have to email customer service who take days to respond.
Worst website I have seen in a long time.

Placed an order for a single item on 29/10. Under Your Orders on its website it states, "View and track your recent orders". Unfortunately, the website does not provide any way of actually tracking your order. I waited on hold for 38mins to speak with a rep. This rep couldn't even advise if the delivery company (DPD) actually had possession of my order. So basically, Molton Brown phone advised that they didn't even know where my order was!? They said they would have to phone, find out and get back to me.
A complete shambles of a business from a customer service standpoint. Incompetence or indifference?

Bought goods, never delivered even though email says ‘ put through letter box’ impossible its 2 bottles.. emailec and no reply after 3 days. Rang them and on hold for 17 minutes then told they will investigate with delivery company. No update the day after.. still no goods… just send them again.. amazon did not deliver these goods anywhere…

What in earth is wrong with this website ! You portray yourself as a luxury brand & your prices are definitely NOT cheap & yet your website is the worst I have ever come across . Like the previous review I have wasted 40 minutes of my valuable time trying to access my basket !!!!!!!

Molton Brown is my 'treat' Brand and they always deliver with great smelling items that I hide away so no-one else uses them!..Quality bottles with gorgeous surprises in every one.I am going to treat myself to the Christmas advent calendar this year due to the wonderful treats inside each drawer..I have had one before and it is THE ultimate Luxury.