Molton Brown Avis 

This company fraudlently took money from my account ,on multiple occasions. Despite claiming that refunds would be in bank by 08/11/23 no refund has been made.MB blames their merchant bank for their incompetence. I was a loyal MB customer,but it will be a long time before I contemplate buying their products online again ! It is now 10 days since the refund was supposed to be in my bank,which it is not ! MB will be gaining interest on money obtained fraudulently.

Same as others, still no refund as promised and their same generic reply/ excuse sent to affected customers by email and on their FB page has started to really wind me up.

Charged me x2 times and won't pay me my refund. Anyone else know what more we can do? If I don't hear anything I'm going to take this up with the ombudsman. I've received no contact and I'm being completely ignored it's unacceptable. You will not take my money!

Yes, like everyone else still waiting for my refund. Day 13 still no refund. Molton Brown informed me that my bank was holding onto my refund. Contacted my bank and my bank was appalled at this response. Tried phoning Molton Brown back and I was number 56 in their queue.
I am exhausted and frustrated with their response which now seems to be a generic email. They are not taking responsibility for what they have done.
My friends daughter is also in the same position. Unfortunately, for Molton Brown she has gone to the press.

Have also been charged twice and still gave not been refunded.

Will never purchase from Molten Brown again.

DO NOT PURCHASE ONLINE! As everyone else, I too have had additional funds taken with the same generic emails of apology with refund promised but never returned. For a high end business, surely they would be bending over backwards to rectify the situation but they just seem to be dragging their heels like we can all afford to lose so much money at the most expensive time of the year!

Edit - 22 Nov
Molton Brown has restored a bit of faith In me by sending a complementary gift as a way of apology for the banking fiasco. It still doesn’t excuse the amount of time it took to refund my money but at least they have made an effort and it’s better than the discount they were at first offering. To this end I’ve now raised my rating from 1 to 3.

Original review:
As like others I have been a victim of three payments of £58 each coming out of my account and have been waiting way more than their 5-7 working days to get a refund, the first extra payment coming out of account in 2nd Nov. In this day and age it shouldn’t take this long to payback especially as I can instantly send money to a friend. They don’t know my or other peoples financial situation and could be causing people genuine hardship. As for the insulting 30% off your next purchase, why oh why would I buy from them again when they are treating their customers like this. Avoid buying online if you can’t resist their over inflated prices.

Feel so annoyed that a so called high end company treats their customers with so little regard. They are full of empty promises and excuses whilst riding high stealing the hard earned money of their customers. If we helped ourselves to products from their stores to the value of what we have had stolen from our accounts then we would be prosecuted for shop lifting. They, on the other hand, can just get away with fraudulent transactions against many customers. Where is the justice in all this. Sadly a bitter lesson learnt. Avoid them if you don't wish the same experience as many, many others.

Molton Brown, I would rather wash with molten lava then purchase from you fraudsters. Hiding behind a high end persona,they are nothing more than lying thieves.
I made a purchase in October, after delivery they took 2 additional payments.
Any apology has been meek and insincere. In fact they have tried to blame my bank and rudely insinuated that I need to be patient. After all I have waited 5-7 working days plus 2 more days, had my emails ignored and been fobbed off by some tale of their merchant bank stopped all refunds.
Molten Brown are more pathetic than a molten biscuit in a luke warm cup of tea.
I recommend that this company is avoided. Clearly they are in financial trouble

Order was placed and paid for on 27th October. A week later, Molton Brown decided they'd like to take another payment. On the 3rd November, the company said the refund was being processed that day. Then on 6th November, they advised the refund had actually been processed that day instead, and it would take 5-7 days to receive it.

Today, on day 8, I contacted Molton Brown again to say that the refund hadn't come through.

I have now had an email to say the refund was not released! They seem to be blaming the bank for blocking the payment for fraud suspicions but I find it unbelievable there wouldn't be a process in place to make sure payments are made.

They are now saying it could take up to 48 hours for the refund to be released, and if I want to find out when I get the payment thereafter, I should ask my own bank.

Reading between the lines, it feels like it'll be up to another 7 days after the 48 hour window.

Considering they have absolutely no right to my money and they are in fact holding it illegally, I would think they'd find a much faster method of returning money to the 'small number of clients impacted'.

It's already been two weeks since the money was taken, and it may well be another two before I see a penny of it.

Can't and won't be ordering from Molton Brown online again. Just wish i'd read some reviews first. It seems some people have been charged more than twice, so perhaps I should be considering myself lucky!

We are now on day 16 of this company fraud.
I have been triple charged for an order placed at the end of October and despite numerous calls to customer service (what service) and emails from them promising a full refund of the money they have stolen from me within 5-7 working days (why so long?)I have received nothing.
Molton Brown owe me £133.50 that I will now have to pay on my credit card in the run up to Christmas.
Thank goodness most companies don’t operate like these fraudsters.
Avoid the online shop at all costs.
It’s such a shame to be treated like this when I have loved the products for years and annually spend over £1000 with them for gifts etc.
Where is the CEO and CFO in all this fiasco?

I’ve left 1 star because there isn’t an option for no stars. Made a purchase 27th October and as many others have also had my payment was duplicated. Told by email I would be refunded within 5 -7 working days … still waiting, as it seems is everyone else. Obviously got no intention of paying the money back they have helped themselves to. AVOID!

I also am suffering the triple payment taken on 26/10. I have called twice since and still haven’t received the reimbursement as promised.
They said they emailed customers to advise and on 6/11 they had triggered to send the refunds - today is 16/11 and Im still waiting!
Cant get through on their phone today either.

I'm one of the "very small number" of customers affected by the Molton Brown triple charge. Today, Thursday November 16 2023, it is the 8th working day since my refunds were issued and surprise surprise the monies have not been returned to my credit card.

Earlier this morning I spent 79 minutes on the phone waiting to speak to Customer Service and when I got through I was told that their payment department had told them that anyone who hadn't received their refund(s) would be getting them by the end of today.

I will check later but I'm not hopeful!

How poor is Milton brown who owe me money taken ; extra payments and it more than the time they said and sent me a gift and offered additional money off
But not refund first purchased on the 27 over 342 took again few days later now the 16 th no refund how rubbish
Do not purchase my bank will take up a dispute

Don’t deserve any stars. I made an order in October. Had it delivered. Then in November they stole from my bank account. Dozens of calls and lots of emails (now on day 13! )
They just lie and lie. There’s no money been refunded. It should’ve been bank transferred straight back. They’ve done this to hundreds of people. They seem quite proud of the fact.
I’m sure if goods were taken from them it would be a different tale. Look at their facebook to see how many people have been affected by this scam.
You buy a gift. They take themselves a gift from your accountant
No one gets back to you. Even contacted their ceo. True to form he didn’t reply
either
There’s something very dishonest and wrong about this.

They took my money out of the bank Twice said they would refund in 5-7 days
Still not seen it!!!!!
I’m ringing the bank tomorrow to claim back off them
Same thing happened to my daughter in law
Just not good enough
I will be taking things further if I don’t get the money back

I see from many other reviewers that they have also been charged multiple times on a purchase
I am in the same situation and have been told the same, that I will get a refund in 5-7 workings days, it's now 8 workings days and 13 since they took my money but no refund
This company has basically stolen from their customers and they seem in no rush to refund the money. They must be holding tens of thousands of pounds illegally. Their customer service team are unsympathetic and leave a lot to be desired.
Beware when ordering from Molton Brown
There doesn't seem to be any escalation procedure so we are stuck
Do Molton Brown care? I don't think so

Charges you twice for the same order that are a "glitch in the system" then holds your money and fobs you off saying it'll take 5-7 days to process. The 7 days have passed and nothing refunded. Disgusting customer service! AVOID!!!

I made two orders recently online and was charged twice for both. Still awaiting promised refunds totalling over £275. They said only small number of orders affected. If true ridiculous amount of time to resolve. I was offered 30% discount with very short timescale but have already instructed bank to not authorise any payments to MB. Very disappointed with very poor customer service. Won’t buy online again.