Molton Brown Anmeldelser 

Website ridiculous. I've wasted about an hour over the past 2 days trying to navigate their ropey website and told I'll get free delivery, to have the delivery cost added on at the end of the checkout each time I try. Joke.

Update to my review of 10 /12/24 as couldn’t edit the post.

After numerous emails , phone calls etc and getting nowhere I eventually got a call back from a lady who seemed to understand what my problem was and admitted it wasn’t well handled

I’ve now got message saying my refund is being processed and they’re also sending me a gift.

It’s just unfortunate it took so long to find out my original order was lost , replacement never was logged and refund never processed despite four emails and three phone calls over three days.

I wish I’d got opportunity to deal with this lady in first place , would have saved a lot of unnecessary hassle and frustration. Think she was senior advisor and I was very glad to speak to someone who understood the issue, however I will never be ordering from Molton Brown again.

Website horrendous. When you click on a product it comes up blank. Totally useless. I wanted to buy Christmas presents from there (10 in all) but ended up with none! Rubbish site. Rang customer services and was promised a callback. It didn’t happen.
I shan’t bother with MB ever again! I can’t be the only one, so they must be losing custom hand over fist! Absolute rubbish service!

Ordered an item on 27 November 2024 still waiting on delivery and attempts to contact via email multiple times have gone unanswered. Since my review I was contacted by Moulton Brown and my issue has been resolved and they also sent me a complimentary gift as an apology.

Ordered a box of shower gels for my daughter for Christmas. When it arrived box was broken and the bottles rolling around inside. I contacted you via your website. Nothing. Contacted you again. Nothing. Does anybody bother to read the queries sent in?

I went into Fenwicks who have a store in my town and spoke to a lady from the Molton Brown franchise there who could not have been more helpful and gave me a new box plus tissue paper for wrapping, free.

Very poor customer service and I note there is another post on here with the same problem and the same response.

You have asked for additional information re the above. It was all on my emails to you. I no longer have it.

Update: since leaving this review, Molton Brown couldn’t have been more helpful. They rang me (although I missed the call) to apologise and got a new order out immediately.

I ordered a few Christmas gifts in the Black Friday sales. Although not a fault of Molton Brown, the amazon delivery driver left it at the wrong property (not a property I recognise from the photo).

The issue I’m now facing is trying to get any kind of response from Molton Brown, let alone a refund. I’ve had 1 reply explaining that on their system it’s showing as delivered, even though I explained it’s been delivered to the wrong property. I’ve emailed twice since with no response.

I usually pick up my Christmas presents from a Molton brown store, who were always amazing over the years, however my local one has closed down. Very disappointed with the online service I have received and I won’t be shopping though the website again.

I ordered a Christmas present. It came loose, rolling around in a plain cardboard postal box. Not suitable to give as a Christmas gift as looks as if I am regifting.
When I queried and asked to be sent a branded box or bag this was refused. Not the behaviour I expect from a luxury brand.
I’ll buy gifts elsewhere in future.

To update - following this review I was contacted by Molton Brown. They have sent a gift bag and logo tissue paper. The outcome is good but it shouldn’t be this difficult to buy a present that looks like a present. I have changed my rating from 1* to 3* in recognition of the efforts to make things right.
The lesson: complain on trust pilot, not directly to the company’s customer care department.

Terrible website obviously not working phone lines are useless so is the callback still waiting on my call back from yesterday where is it people ?

Can u guys call me again you guys called a couple of days later and the call disconnected mid phone conversation !!!! 07895825057 every time I try to call back the wait is infinite nobody answers !! I missed out on the BF deal thanks to your shoddy cust svc and dodgy phone line and web site . There you go Trustpilot is that enough for you and Molton brown to warrant this review .

Supposedly luxury brand, yet they use a subpar delivery service. We were woken up at nearly 10:30pm by a delivery driving pounding on the door, it terrified my child as it was so loud and abrupt with the banging and the disturbed dog barking too. Honestly, you pay a premium yet get a service that is woeful, not only was the delivery late, but the box was smashed and very little packaging involved.

Sort out your e-commerce side of things, it does not marry to the image of the brand at all.

I wanted to buy multiple gifts in one order, but there was no option on the site to add multiple giftboxes - just one large box, which was no use to me. I contacted customer service and they were super helpful, telling me to let them know my order number after my purchase, and they'd send the boxes out. The boxes arrived the day after my order, free of charge. Really nice to deal with a company that just addresses your issues without fuss!

Chris went above and beyond even talked me into spending £80 , an absolute star , I will definitely be back, even brought it to me in Peter marks salon as he couldn’t find the green bag for the lotions , thank you 👍👍👍

Didn't attempt to deliver my order, and then gave no re-delivery options, contacted customer service 2 by email and once by phone, each time no one has a clue where my order is. The stuff is nice but don't buy direct, go to a shop or something instead, terrible service and I still don't have my order weeks later.

Excellent experience, great smelling product with some unique scents, templetree, and Sea fennel and cypress, and Recharge black Pepper are all great, lovely gift wrapping for a special present

Still no response from Molton Brown after 8 weeks.

I rang then today and was not allowed to speak to anyone who could discuss it with me. The same ignorant response of I'll pass on your details to the Escalations team. I queried the validity of the escalations team because they do nothing.

***WARNING** ***DO NOT BUY**

I bought the 2023 Molton Brown Adventcalendar for a LOT of money. You would think the products inside is worth the cost, they are not! No full size products at all. SEVEN, yes SEVEN cheap soap products and just ONE shampoo, smaller even than travelsize, yes, SMALLER!! And for Christmas eve there was a small scented candle that smelled disgusting! Most likely their least popular and cheapest scent. It wasn't even a limited edition or seasonally scented candle.

I have nothing positive to say about this joke of a company and I will never again buy from them, NEVER!

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.

Molton Brown - trusted name right? Placed £75 order, took funds multiple times. Promised to pay back didn't materialise until chased and a further delay ensued when "fraud" procedures prevented the money they had taken without authorisation being returned to me.

The promised free gift, to say sorry, unsurprisingly, hasn't materialised. From the other reviews it looks like they're in a bit of a mess.

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!

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

I made a large online purchase taking advantage of the friends and family discount at the end of October . On 6 November I received an email advising that I may have had multiple payments taken from my account. When I checked with my credit card company I was horrified to discover that I had been charged 3 times, the over charged amounted to £495.
I contacted customer service and was advised that I would have my money returned but it would take 5-7 days. It is now 15 November and no sign of my money.
Customer service is excellent at fobbing customers off, they are not to be trusted.
I have now been forced to put this fraud in the hands of my credit card company and they are in the process of retrieving the stolen money.
Avoid Molton Brown.