Molton Brown Reviews 447

Great value in the sale.
Love Molton Brown luxury at a great price.

Bolton Brown and their Useless Yodel pals. First order apparently never sent. Second order, after being chased, apparently attempted delivery and "calling card left". But I live behind a gate, so that was a lie. Useless Yodel today first delayed, then "contact seller" as parcel damaged. Really?? Yeah, yeah, and the moon is made of cheese. Avoid Molton Brown online at all costs

Terrible ripoff company, purchased good from the website, when they are after myself chasing the company and DHL, I was charged further more by DHL for import tax, contacted the company and they seemed to think it was ok todo this, stupid setup a ripoff!

I really like Molton Brown products but I also really dislike the attitude of this company. They are happy to sell you their expensive eau de parfums and eau de toilettes on the basis that the bottles can be refilled, so are 'green', The practice is quite different. First of all the number of stores that can offer the refilling service is limited and was initially misleading on their website: Kingston was initially named as a store that could do refills, yet on turning up at the store they didn't: a wasted trip. I then tried getting a refill at their flagship Regents Street store. It turned out that there was a shortage of refill stock for many of the products, including the one I wanted refilled - but funny that there were were plenty of bottles of it on the shelves: a wasted trip. On complaining to customer services in March 2023 they said that the shops should offer a replacement bottle for the same price as a refill if the latter wasn't available. Or we could trek over to Bluewater (or Bath) and take our chance on them having a refill. Fortunately the refill was in stock on our next visit to Regent Street. However none of this is the cause of my malcontent. We happened to be travelling over to Kent in May so decided to get another refill at the Bluewater store. We had two bottles to refill. One of the fragrances was available but the other wasn't: this time a world shortage of the vessels that the refill fragrances come in. However the assistant said that we could have a replacement bottle at a 10% discount from the shelf price. That's £12, compared to the £45 saving of getting a refill. We then produced the customer services email from March that said the store should be offering a replacement bottle for the same price as a refill. The store refused point blank to honour that. So I wrote again to customer services asking why the store was not honouring the replacement service they had told me about only 2 months earlier. In response I was advised that they were "seeking an alternative to their current refill facility" ignoring the store's failure to to comply with the email. It took a further email to at least get customer services to acknowledge the issue and grudgingly offer a £30 discount if I ordered the product on line instead.
This seems like arrogant greenwashing to me.

Normally have a good experience here but today staff were not as pleasant and helpful as they usually are. Bought wrong perfume. My partner went back and exchanged it and was refunded the difference. When I got home (over hour away) I Checked receipt and realised I was nearly £20 missing from the refund. I was shocked to see written unwanted gift on x4 body washes and took them off and then they added them back onto the receipt but charged me an extra £4 per wash something on top of what I had originally paid. We did not return the x4 body washes as we wanted those. This is unethical and very disloyal and basically theft. I have taken this up with the complaints team. Shame on you.

Seems to have gone downhill. Terrible unfriendly service from my recent visit to the Meadowhall store

I find people are generally silly today. Companies like Molton Brown take advantage of this. For example, Molton Brown still using sulfates in their products. 2023 and they still use it. By that I mean sodium lauryl sulfates and Sodium lauryl sulfate when the majority of companies out there have already removed them. There might be other nasty ingredients as well. I need to check. Even today. I walk into their store and tell the staff and walk out. I want to educate people in the UK. £24 for a 500 ml bottle of liquid soap. Amazing but people but it. I think this is down to clever marketing tactics. Overpriced goods for junk in a bottle. You might as well go to Superdrug and buy something for about £5 and it is probably better. After so many compliants they are "finally" beginning to change their products. Talk about slow people. Do they actually care? No. Molton Brown is all about profit.

People like the the way the product looks. They like the way the product smells. They like the lather which is the SLS. They buy it. They think it costs £24 for a small bottle It must mean quality. They are so naive. I think they buy it because it looks good on their shelf. A bit like have spirits on a shelf in a bar. Those beautiful colours make all the difference. This is the attraction by the small minded people that buy it. Do they actually read the ingredients? No. Do they even understand what is inside? No.

I just spent £6 on a 500 ML bottle of liquid soap which has no nasty chemicals, certified organic with essential oils and it's in a BPA plastic bottle. The brand is Alteya but there are many other brands offering much better ingredients for 1/4 of the cost of Molton Brown. I mention this not to promote any other brand out there but to make a comparison. In fact, Moton Brown are making so much profit they have had a store in London Bond Street for god knows how many years now.

Molton Brown for me is like Coca Cola and tobacco companies. They produce poor products but are excellent at taking advantage of the gullible and making huge profits. Those sort of people that would something because it smells like roses, like an overpriced candle with nothing but chemicals and then they wonder why they always feel tired or have diffficulties breathing later in life. I even feel sorry for their pets because they have to smell it all day long. Febreeze is another dreadful company but again, the silly UK people buy it. It is a top seller so back to my point made earlier. People are really silly today.

In the UK the consumer need to be very wary of what is inside what we buy. We dont have much standards like other counties like most of the scandinavian countries that ban stuff.

Yes, Molton Brown are making changes but let me ask you this. Why would you even trust a company that puts nasty products in a product to begin with? For me, Molton Brown is black listed. I dont trust their products and their changes have been too slow. They're stuck in the old ages and other comapnies have already taken steps to improve their products. Their products are also at a fraction of the cost in comparison to Molton Brown. Why so slow?

I don't mind spending more money on quality. My parents were this same but I cant justify the high prices for Molton Brown to be honest.

Molton Brown - please tell us what makes your products so special? Please do not tell me about these nasty ingredients in your products being proven safe either. I know more than you think and I target your company in particular because of the extraordinary high prices for products worth literally nothing to produce.

7th march and still waiting for them to update me. Good thing my boiler is not faulty, bearing in mind I am still paying for their service and not getting it.

Update may 2025 and this awful company still put SLS in their products. If you want this stuff, you’re better paying a few pounds and going to Superdrug.perhaps the couloirs attract their buyers? No idea. For me it is what they put in their stuff that matters and they clearly can’t be bothered to change. SLS makes the lather and other companies have switched already to better alternatives. Not this rid Rid of them. Overpriced. Not quality. I walk into their stores. I tell them they need to improve. Not interested. They do have some products with alternatives but boy, what a rip off shop for what you get. No wonder they exists in some of the most expenses places in London.

Favourite diffusers & shower gells although I prefer the old designs

Product purchased was not up to usual MB quality. Made a complaint & was told matter would be resolved in five days. Nineteen days later and I am still waiting for this matter to be resolved. Having been a MB customer for 25+ years I am seriously thinking of using another company for products in the future. What has happened to MB, they were always so good, not so now. Trying to sort things out with customer services is a joke. Shocking...........

My favourite at MB has to be Milk Musk. Ive tested all the others but nothing compares to this one for me.

The body lotion is lovely and makes my skin feel noticeably softer for longer. The only showergel and lotion combo I use now day to day. Would really recommend. The fragrance is not to strong and its very subtle so goes well under my own perfumes when layering.

I wish MB did a sandlewood /rose combo that would be lovely I would buy that too!

I ordered a shower gel gift set and it said it was gift boxed and arrived loose with a bottle bag !
I emailed and asked for a box as described and they sent a paper DIY box - useless. You no longer get a proper box with a ribbon to give as a gift !
They also then sent an incorrect hamper again for a gift and it was collected the next day but I am being made to wait 10 working days for the refund!
No other company does this . They have responded to emails but it’s all
Lip service .
Advice - buy Aldi dupes when they are available and save your money as this company doesn’t care about its customers anymore .
The reviews say it all and they don’t reply either on this platform it seems .

Absolutely terrible!!! Same problem as the rest. Ordered gifts on the 25th November, and parcel never showed up. Tried contacting them on numerous occasions to try and sort out but nothing. Telling everyone I know to avoid buying from them. Another loyal cust

Jenny at the Bluewater branch went above and beyond today when serving me and giving product advice!
Thank you for giving great customer service and excited to hear the Ylang Ylang room spray may be making a return!

Lesley

My daughter bought my partner Hand lotion to the value of £49 unfortunately she wanted shower gel instead of hand lotion we took it back minus the receipt and yes i can see if u dont have a receipt you get he value the item is at present. we actually wanted to add to the £49 for gel more expensive shower gel, No we only got £32 for the £49 and had to put another £20 to the gel . Will never be back in here and make it my mission to make sure all my family and friends are aware of the shawdy behavior. Could see the point if we were wanting to buy cheaper goods in the sale.

I want to review the in store service I received in their Cheapside store. Excellent service from Alex. She was really friendly, and all my presents were wrapped with care. Thank you for making it so simple!

Absolutely the worst customer service EVER from a "luxury" consumer product provider. There is nothing luxury about this brand's service experience. Their service is unreachable. Their email is unresponsive - 2-3 days response time is unacceptable! What year is this?? How is it not within a day at the least. It should be within a few hours! And when they're unresponsive via email - you call. The phone line hours oddly enough for the US are M-F 3am-3pm ET. I called at 12pm. I called at 1pm. I called at 2pm. I gave them my number for a callback. Never a callback. Just for kicks, I waited for an hour on the line. Never picked up. Unbelievable. An absolute clown show for an online sales experience. Don't offer it if you can't do it.

Purchased a body wash Xmas gift set which arrived as 3 loose bottles. Managed to purchase the gift at JLP which was priced cheaper than the original item.
I returned my order to MB early December. Despite a 3-5 day refund policy, still not received payment. And no further correspondence from Customer Service. Very disappointing.

Divine fragrance!

I really no longer like the widely available, commercial 'Big Brands' that smell of chemicals and often don't last.

I am so glad I tried Molton Brown. My favourites are Fiery Pink Pepper and Coastal Cypress & Sea Fennel.

We don't have a local stockist, so my husband ordered a bottle of Eau de Parfum for me for Christmas.

We have never had a problem with the online service before, but with the postal strikes, he was concerned about the parcel getting lost, being late or stolen, especially as it's expensive.

Fortunately, the package arrived in time for Christmas and was absolutely fine.

However, I think it is worth Molton Brown as a company, investigating the postal issue that others describe. I cannot help but wonder if the selected delivery company was to blame, because I have literally heard of stolen parcels thanks to dishonest delivery men (not Royal Mail). I heard of one case (not Molton Brown or Royal Mail) in which half the contents of the parcel were stolen because it wasn't taped up properly, but the parcel was officially delivered.

If I cannot find a local stockist, I may make enquiries with the company before ordering again, as to which delivery service they are using and whether the parcel will be tracked. They should also make sure that the chosen delivery company do not leave these parcels outside the door if nobody is at home to accept it, because if they fail to deliver it on the arranged date, this is what sometimes happens in my experience.

I wish Molton Brown continued success, however, because I love their products. I don't think they would have such terrible reviews if it had not been for postal strikes and the delivery situation.