Molton Brown Avis 

I had the latest advent calendar. I opened the first window and the bauble was damaged. Window 15 the same. I reported the issue and the baubles were replaced. On the 2nd occasion I was promised some complimentary minis which I never received and had to chase them on several occasions to receive them which on arrival I’m not sure I received the correct items. This is the 4th calendar I have had but will not purchase one again as this issue was very disappointing which made me question how good the product was in comparison with previous years and the answer is it was disappointing.

Ordered a gift set for a Christmas present containing a bottle of shower gel and a bottle of lotion in what looked like a nice gift box. When I received this (3days late) there was no gift box, which for the value of the gift set actually cost £5. I immediately called them to complain, and was repeatedly told they would send the gift box that would arrive AFTER Christmas. When I explained to her several time at how pointless this was, she reluctantly told me she’d send me a sample pack as an apology. I accepted this (because I was getting nothing otherwise) and today I received the sample pack. Inside, contained 3 tiny bottles of shower gel and a note that simply said ‘enjoy’

This was not something for me to enjoy, this was supposed to be them attempting to right a wrong. It’s quite possibly the rudest customer service I’ve ever received. Avoid this company at all costs.

I recently made a purchase in the Molten Brown shop and was given some free fragrance samples. I particularly liked Fiery Pink Pepper and so returned to store to purchase the fragrance in the travel size. Unfortunately when I tried it at home it was nothing like the sample and I could not use it. I sent an email to the company but days later was informed that although several attempts had been made to send the email it had not been accepted. I then filled out a general enquiry form online and tried to send, this also failed.
Very disappointed with the service from Molten Brown. Fully understand that at this time of year they are exceptionally busy, however, it would have been nice to be able to have my query acknowledged.

I ordered 3 gift sets for Christmas presents. When the 6 bottles of shower gel arrived there were no gift boxes included and the bottles were just rattling around in the cardboard box. I tried calling Customer Service but after being on hold for over an hour and only advancing from 12th in the queue to 11th I decided to opt for the callback option. I’m still waiting…….
Eventually I went to my local Molton Brown shop and spoke to the manager. She told me that this happens all the time and that they regularly have to deal with irate customers who have received incorrect or damaged goods. She very kindly gave me 3 gift boxes from her own stock.
If I ever buy from Molton Brown again I shall NEVER order online. Their Customer Service is nonexistent.

Please beware if you purchase from Molton Brown.com in US. They still shipped out products after you contact them to cancel. And once you received items, it is not free return. Their products are over priced for their value in my opinion.

Really disappointed received a expensive gift from molton brown for Xmas from an elderly person I had helped out, unfortunately I have a serious skin condition so couldn't use, I returned to the shop in Dundrum along with the receipt, staff member explained she could not give me a cash refund only giftcard for store I explained about my skin condition she was very understanding and said she would phone the manager to see if she would authorise because I can't use the products, the manager said no I ended up having to spend the voucher on a very expensive candle which I do not want Won't be back again

I ordered MB products using a code from an offer in Gardens Illustrated. The discount showed at check out but then the confirming email showed the full product price. I emailed MB asking for the discount to be honoured. They said there was no offer with Gardens Illustrated. I sent photographic proof and they said they would forward to their marketing department. A problem for the marketing department and Gardens Illustrated, not me I thought. However, I was about to go on holiday so left it till I came back. 2 weeks later and still no reply so I emailed again saying it was their problem and I would contact Trading Standards as advertising to the consumer and not honouring the offer was contrary to consumer law. Within minutes they 'were pleased to confirm' a refund for the discount. Not a hint of an apology. Do they really value their customers so little (apparently yes). Next time I'll take the advice of one reviewer to buy through a stockist. As it's currently pantomime season MB is clearly the villain of the piece and I say "Boo! Hiss!"

I purchased goods totalling £87.50 and was charged on three separate occasions for this amount.
Meanwhile, I’d ordered a bottle of perfume as well.
On contacting MB, I was told there was a computer glitch and my extra two payments would be refunded between 5-7 working days. I should not have had to wait. This money should have gone straight into my account. It was theft and put me into overdraft. On working day seven, I still hadn’t received my money. It wasn’t a refund after all. When I again contacted them, they advised I should call my bank (why have I got this hassle?).
Bank reimbursed me and chased up MB. Hardly professional. Meanwhile, I’ve received emails to say my perfume had been despatched and delivery company was awaiting delivery from them. Another cock up and they had to resend it.
I was eventually send an apology email by MB blaming their bank for holding on to my money and that they had a problem with their bank. Really? It took over two weeks after contacting my bank to sort out this mess.
Shocking. Oh with my perfume I was sent 3sample bottles as a complementary gesture. Uh. Please.
I’ve got accrued discount points to use with them. I’d rather lose them than risk any transaction with them ever again. They cost me dearly and stressed me out.
Out of curiosity, why hasn’t MB responded to any of these comments, or even apologised publicly? They obviously know they are culpable and these negative reviews are justified.

5 stars for quickness of delivery
0 stars for customer service
I ordered a bottle of liquid hand soap for my daughter for Christmas. When it arrived it was packed extremely well, but there was no gift box included. On my confirmation order email it stated there would be a free gift box but this was missing.
I telephoned Molton Brown to ask if they would send me the missing gift box. I was 23rd in the queue, but decided to hang on, which wasn’t a problem, as I was doing crossword puzzles. After 90 minutes, I was now 11th in the queue which I thought was unacceptable and hung up. I then contacted Molton Brown via their website, which said I would receive a reply within two working days. Over a week later I still haven’t heard from Molton Brown nor have I received the gift box.
If the soap had been for myself it wouldn’t have mattered, but it was a present for my daughter for Christmas.
I would advise anybody who is thinking of ordering from the website to think again and to perhaps go to a Molton Brown store or a stockist of Molton Brown e.g. John Lewis. You’ll get much better customer service than the service I have received on this occasion.

I ordered the men's shower gel and candle in a nice brown box with a brown bow but what I received was a bottle of gel thrown in a delivery box. They took my money and didn't send me what I ordered. Now I am going to be disputing the charge and will send the crap they sent me back. I've left three voicemails, sent several emails and no one has returned my calls. Don't order from them. Be-ware. That's all I'm saying.

My first time shopping at molton brown. I bought this item in their store last week. Went back in a few days after wanting a refund. They then told me their refund policy is only exchange no refund. I mean it would have been helpful if they told me beforehand. Otherwise i wont have got it. And no staff warned me about it when buying and it wasn’t cheap. The receipt isnt clear too says unopened item can be returned within 28 days. Which isnt true according to the store staff. I feel like they just dont care too much

Not sure where to begin on this. I am a Platinum Member and was given a free EDT with my next purchase but would complete my online order. What was the point Made 2 calls to customer service if 1hr 30, and 2hrs 45, unanswered. Although their products are excellent they cannot rely on that for ever without good customer service.
They are an absolute joke and after many, many years with them, will, like a number of others, talk with my feet and walk away. Xmas comes every year so be prepared.

Cancelled my order as they are not honouring the free UK delivery which is being advertised everywhere. Not only that, but the only delivery option offered to me at checkout is £7.95, which is outrageous under any circumstances given the costs of the products, and especially as I don't particualrly desire it tomorrow! Don't offer discounts and add ons if not prepared to follow through. Shame, as products are lovely but I fear another UK company which will succumb to the altar of GREED.

Website said "your order qualifies for free next day delivery" but when you go to checkout the only option is delivery at £6.95. Deceitful.

No Answer from customer service. I've ordered 3 "gift-sets" and got all items packed into one big box. Why do I order 3 gift-sets? Maybe because I want to have 3 gifts?
I've tried two times to contace the customer-service, but I've got no answer at all.
Now I have to spent some more money to get some boxes and to pack all by myself.
this is SCAM

Shower gel ordered 23rd Nov and nothing turned up within the 7-10 days quoted. Emailed them on customer support with no answer. Rang customer support, 51st in the queue, left call back, no call back, rang again 54th in the queue. Rang again early one morning and finally got through to customer support who said the package had got lost in their system. They said they would send the order again but add a gift for my trouble. The shower gel finally turned up 14th Dec but without the gift. Hopeless company. I wish I had bought White company shower gel for a special Christmas present this year. Last time I use the Molton Browns website.

Not sure where to start, but complaint ongoing with Molton Brown.

In the meantime, I think it is only right that I advise other customers of what they might expect and therefore will caution anyone, at least for the time being (based on my most recent experience), to avoid online shopping and comms. at all cost.

I am in the process of escalating both my complaint and my concern to their Senior Manager Customer Service at Molton Brown: Jody Butler.

I am currently waiting on a reply from the Customer Service Department, Escalation Team. I will update accordingly as soon as I receive a reply.

Truly disappointed as I have been a customer of Molton Brown for as long as I can remember, and not for nothing - their products are pricey, but quite exceptional (hence why I have been a customer for as long as I have).

I only wish I'd never heeded the advice of their salesperson in one of their flagship stores to sign-up online as I would have avoided the truly patronising and extraordinarily unprofessional electronic experience.

UPDATE:-

Reply received 18.12.23.

There's still somewhat of a disconnect, but a very generous attempt was made at putting the issue/complaint right. I have changed my rating from 1 star to 3 star to reflect that. However, I would still like to highlight that I do not believe Molton Brown have yet mastered the online shopping experience. The product is exceptional, as are their stores, but (IMHO) the online side of the business needs shaking up.

My complaint was simple: Each and every time a Sale was announced online I would try to order a particular product. And each and every time that product would be out of stock. However, no sooner was the Sale off the product was back in stock! This happened on at least three different occasions this year, 2023, since the Spring (when I first went online). The initial response from Customer Service was to essentially focus on gaslighting me and then offer me a product, FOC, I was not even talking about or had an issue with. Talk about patronising AND missing the point altogether.

I sincerely hope that Molton Brown get their online shopping sorted as their products are truly exceptional, as are the experiences I have had over the years with their stores and their staff in those stores.

Shocking experience - don’t buy online

Bought over £300 worth of gifts on Black Friday. Delivery was late and one gift set missing. Have contacted online and by email and not even an acknowledgement email. Just so so so poor.

I have just read the other reviews on here and wondered if I was dealing with the same company! My order was delayed due to Black Friday however I did manage to speak to someone about this. When the order arrived one of the items was, unfortunately, incorrect so I emailed them with a photo of the item and received both an email back and a phone call - and the correct item was dispatched to me. Did I just get very lucky? I don’t know - but my experience with Molton Brown was really good.

Same as others. Ordered something almost 4 weeks ago and a completely different package arrived. Money taken from my account 3 weeks ago and yet after an online form, 7 emails, a social media message and 3 phonecalls in which I was about 60 in the queue so they take your number to call you back, I have still had no response. I have been a customer for years but no longer