Molton Brown Avis 

Having thought I’d bagged a bargain in the Black Friday Sale on the 22nd November, this has turned into a nightmare. I ordered 8 festive hampers, apparently the courier DPD, has lost all 8 of them and now can’t guarantee delivery this week! They were supposed to be delivered last Wednesday! Fuming, will not buy anything from this company again.

Great product but don’t buy online.
Ordered 4 Shower Gels for Xmas presents on 27/11. Order arrived but it wasn’t my order so rang and spent well over an hour on the phone waiting for call to be answered. Lady I spoke to said she could see what had happened and she would reorder my things straightaway……. Three days later I was sent an email asking for a photo of what I had been sent (having been told I could keep it as a gesture of good will - cost was less than half what I had paid and for totally different products), and until I had done this they wouldn’t be processing my order! When I replied got an email stating it would take 2 days to get a response. Tried ringing and was 40th in the queue……. I will never buy from them online again.

Goods delivered somewhere but not to my house and no details. Attempts to contact customer services are impossible at plus 2 hours.
No response to date to the email query sent.
Terrible experience and wouldn’t buy again from them which is a shame as the products are good.

A once great company that obviously have taken on and promised to much....

Very poor customer service, no one to answer your queries either via email or phone.
Purchased an item on 21/11/23 and still waiting to get delivered - no answer from Molton Brown and the courier they used.

Absolutely appalled to have received my order a couple of weeks ago for 2 x Rhubarb and Rose Hand Care Gift Sets just as loose, single items - not boxed as shown and so I am unable to give them to my recipients as Christmas presents as they look like samples. Spent an hour on hold to Molton Brown and was told they would send me the presentation boxes - I stressed I wanted the gift boxes as shown but today 2 brown bags arrived. Absolutely useless. Called again today to be no 34 in the queue so hung up and now awaiting a call back and a response to my complaint email yesterday. Disgraceful all round. I have learned my lesson and will not use Molton Brown online ever again.

I’d leave -10 if I could. Zero customer service; they answer absolutely nothing. DM, X, Insta, Emails, absolutely nowt. 27 in the queue on the phone so I’ve left my number and will see if they ring back. Goods paid for on Nov 21st and confirmed; still waiting for dispatch on Dec 6th despite the confirmation email saying delivery would be 7-10 days. How many work in dispatch, 2? How many work in customer service, 2? Deplorable company. Then they’ve had the audacity to send me a 30% off email cos they haven’t heard from me in awhile. You don’t say! It’s me that hasn’t heard from you! Unbelievable

I ditto everything Yvonne Ward says in her review of 5th December 2023 (except that I was caller number 21 for 45 minutes and was then cut off). No communications from Molton Brown, not even an acknowledgement of my order. Same message saying ten day delays which will be no good for me. I may purchase the products elsewhere, but actually I think this is the end of my 30 plus years relationship with Molton Brown, this company does not deserve my custom, so I probably won’t purchase it’s products elsewhere. December must be its busiest month…why did they not prepare for it? Ridiculous!

Truly awful customer service. Ordered goods online, money left my account but no confirmatory email. Gave them a few days grace and then emailed them. No reply. Concerned about my Oder I rang customer service to hear they were having problems with orders with an anticipated ten day delay on dispatches. Surely this info should have been made available at the time of my online order. I tried to ring to cancel my order and spent forty minutes at number 19 in a queue. So now I have wasted both time and money on an order that won’t make the post for Christmas. I will not order online again
Just to add , I have since tried to call and opted for a call back, with no response after 24 hours so I can’t even cancel my order and this company has my money and I don’t have anything to show for it …. It’s an absolute disgrace !!

Dreadful customer service- ordered a large candle that didn't arrive. Emailed and got no reply. Phoned and eventually spoke to someone who was far from helpful. Promised I'd have an email to let me know why my order was over a week late but no email came. Do not order on line from them, certainly last time I will and still no candle!

Ordered 2 weeks ago, still yet to receive anything. Money taken from my account a week ago. Cannot get through to anyone and now I am out of pocket and have no Christmas presents that I ordered. Disgraceful.

I am writing to express my extreme dissatisfaction with the service I have received regarding a £50 gift voucher that was given to me as a birthday gift in February of this year.
Regrettably, I have been facing a persistent issue with the voucher for the past seven months. Despite numerous attempts to utilise it, I have encountered nothing but frustration and inconvenience. I would like to provide a summary of the ongoing problems I have faced:
Online Usage: When I initially attempted to use the gift voucher online, I encountered an error message stating that the voucher was invalid. This was the first instance of disappointment, as it prevented me from enjoying the benefits of my generous gift.
Contacting Customer Services: In response to the online issue, I promptly contacted Molton Brown's customer services. After explaining the situation, I was assured that the voucher had been activated and should work without any problems. However, subsequent attempts to use it online proved futile.
In-Store Attempt: Following further frustration, I visited the Molton Brown store in Brighton with high hopes of finally being able to redeem my gift voucher. To my great embarrassment and disappointment, I was informed at the cashier's desk that the voucher was neither valid nor recognised in front of several other customers.
Continued Customer Services Communication: I reached out to customer services once again, seeking a solution to this persisting issue. Despite my patience and numerous efforts, I received nothing but apologies and assurances. The most recent response I received was that there is no known solution, and I should continue to contact customer services.
Unpleasant Phone Call: Just prior to sending this email, I made one last attempt to resolve the issue by calling Molton Brown customer services. Unfortunately, the supervisor I spoke with was extremely rude and unhelpful. To my surprise and disappointment, they abruptly ended the phone call, leaving me with no option but to send this email.
I find this situation completely unacceptable and deeply frustrating. The inability to resolve this matter over an extended period of seven months is not only inconvenient but also reflects poorly on Molton Brown's customer service and its voucher management systems.
I kindly request that Molton Brown takes immediate action to rectify this issue. As a loyal customer, I believe that it is only fair that I receive the full value of the gift voucher I was given. Additionally, I would appreciate a more comprehensive and effective solution to prevent such issues from occurring in the future.
I trust that Molton Brown, as a reputable company known for its exceptional products and customer service, will address this matter promptly and provide a satisfactory resolution. I value my continued relationship with Molton Brown and hope to see a swift and positive response to this complaint.

Customer service is non-existent.

74 minutes on hold being told "You are the next caller in line" before someone finally picked up. Do they only have 1 representative taking calls?

To add insult to injury, when you dial the US customer service phone number and try to press 0 to leave a callback number, the system will not accept U.S. phone numbers-- it only takes European numbers which start with a zero. So so so so stupid.

I'm literally trying to place a corporate order of 240 candles. A massive order, and your stupid checkout won't allow me to make this order online and forces me to call you, and then you don't pick up the phone.

Dreadful experience. Took duplicate payments after an online order. I understand that these things can happen but there’s no excuse for the appalling and arrogant behavior from “customer services”. Please avoid.

Another victim of Molton Brown

Duplicate payment taken on 03/11. No sign of it being refunded over 2 weeks later, missing 2 of their own deadlines to repay me. Insulting & presumptive offer of 30% off my next purchase by way of an apology. I want to know what my compensation will be, as there will certainly be no more online purchases with them.

Like many other molton brown customers, MB also took triplicate monies from my account. So instead of paying £40 on line for christmas gifts they took £120! It is almost 4 weeks since the transaction and they still have not refunded the two debits. They are blaming their merchant bank. This is nothing short of a disgrace. They have made no attempt to offer any compensation apart from a discount voucher which would require me to spend even more money with them. i have been a loyal customer for many years but will not be buying their products any more. Shame on you Molton Brown!

Very bad experience. I made a purchase on 26th October and only noticed a week later that I had been charged three times. After writing to customer services I was told it had been a “technical error” and I would be refunded in 5-7 working days. I wasn’t, so had to contact customer services again. I tried phoning but was 40th in the queue (!) so wrote instead to be told that refunds had been blocked by a fraud review by their bank. I was speechless. I eventually received my refund three weeks after my order. Not impressed one little bit. Will be writing to the CEO.

My refund has been paid in at last. A week late. Also a free gift. This doesn't really compensate. Will not use this Company again but end of.

Funds taken 3 times and had to chase repeatedly to get it back. Really poor service and completely incompetent. They actually advised to go down the chargeback route with the bank which is total nonsense and would have taken much longer. DO NOT BUY ONLINE FROM THIS BUSINESS!

I ordered on the 30th October and my order came. Then through generic emails found I had been charged three times for my order. Promised refunds were in progress. Now it’s the 18th November and no refund. Diabolical service. Then a 30% discount code.They should be sending everyone affected a lovely hamper to say sorry. As soon as I have my refund I shall cancel my account. I shall not be buying their products from any sales outlet again.
My extra payments have been finally refunded. Account cancelled.