Molton Brown Reviews 447

Exceptional service from Wayne in the Liverpool One store. Extremely informative and knowledgeable about each and every product, always gives a warm welcome and assists with anything Ive needed help with when choosing products. He also gift wrapped the items beautifully which just made the experience really special and took so much care in doing so
Fantastic customer service that feels like a luxury personal shop he is a credit to the store and makes going to the store an absolute pleasure!
Thank you so much

A great welcome at Molton BrownBristol Cribbs 11/5 11.50 where Darren and a lady immediately welcomed us . We are regular shoppers at Molton Brown Bristol Cribbs and Exeter. We knew what we wanted to buy today but Darren reminded us about the current offers which was really helpful. Great customer service
Delighted with all our purchases today … Thank you Darren !

VERY PAINFUL EXPERIENCE. I have been a loyal customer yo molton brown, not anymore!

I recently purchased a few 7,5 ml perfumes but my order came incomplete. I immediately asked the customer service for the perfume that was missing, they said ok you will get a refund, I waited for 3 weeks and nothing happened. I contacted them back, they answered as if it was the first time they heard about the issue and asked for the second time if my parcel came intact. I said yes it was but the strawberry perfume was not in it, they said they will examine the request and come back and guess what? I had to go back again and ask and they asked for the tenth time if the parcel was intact. At this point I felt that there is a huge mistake, that they are playing me around. Only to wake up today and find this response

Notre équipe d'enquête a examiné votre compte.

Nous avons visionné les images de la caméra de sécurité filmant l'emballage de votre commande.

Les images montrent que, cette fois-ci, votre colis était correctement emballé.

Malheureusement, nous ne sommes pas en mesure de vous offrir un remboursement ou un remplacement pour le moment.

Nous avons fermé votre compte et n'accepterons plus de commandes.

Nous vous prions de nous excuser pour la gêne occasionnée.

Meaning they examined the cameras and saw that the parcel was packed correctly, so obviously I am a thief that tries to ask for money that does not belong to me, further more, they blocked my account. So i did not get neither my order nor my money and lost ALOT of time and energy and I am really disgusted of this brand that I used to love very much. Please AVOID. They treat their customers very poorly.

ive shopped at molton brown for a long time, however it has only recently come to my attention that the loyalty scheme is a total con unless you are anal and keep checking your account every week to see what points you have earned and when they will expire. the reason you will need to do this as they have openly advised me that they DO NOT notify their loyalty customers about expiring points which i feel is totally rediculous as they are learly wanting customers to spend money but forget abouyt the credit they could use within the 12 months of receiving them. the customer service response is one of the most scripted generic replies i think i have ever seen from customer services and ive worked in that industry for many years. they clearly have no care in the world about their customers. it will never change it just mneans finding somewhere else to gety similar product, wont be hard as plenty out there.

Lovely customer service in the Brighton shop.Mia was so helpful and made purchasing my new fragrance a particularly pleasant experience.
To edit… popped into the Kingston shop to top up on Milk Musk body lotion- super friendly service from Jade.
Great experience - happy customer

I have visited the Cheshire Oaks outlet on numerous occasions since Christmas and been looked after by Jan, Lisa and Sam.

They cannot do enough for you, both Jan and Lisa walked me back to my car with my numerous purchases (I’d just had an operation and couldn’t carry anything) on a few occasions. Their knowledge of the MB products is never ending and very informative. The 3 of them are a credit to the MB brand.

Hasn't no smell waste of money unfortunately

Last week I received a promotional e-mail from MB saying that they were offering free next day delivery. I ordered one item on one day and another item the day after. Neither was delivered on the day after I ordered them. I queried where the first item was, when it did not arrive, customer services didn't know. They said they hoped it would come the following day. It did come via DPD who ignored an instruction to leave the parcel in the front porch and threw it instead on the ground outside my mother's house by the dustbins. The delivery person did not even bother to ring the doorbell. I complained to MB about this and about the second item which had not been delivered on the day that it should have been and they simply sent a standard email of apology. I was unhappy about their response and asked for my series of complaints to be escalated, I have heard nothing since. Dear Molton Brown - please do not promise your customers that you will deliver items on a particular day when you are clearly unable to fulfil that promise. You need to change your delivery company, particularly for our area in Havering.
We love your products but they are no good if you cannot get them to us on time.

Order not refunded for5 weeks and until I emailed 3 times

I visited Freeport at Braintree today and was served by Julie who went above and beyond customer service today. She was so helpful and was so refreshing to get this type of service. She even brought my bags out to my husband to carry. An absolute credit to your business.

Amazing service from Julia at Freeport. Most helpful lady who went above and beyond to help us purchase the best deals. Will definitely be visiting this store again very soon - many thanks Julie

Tracey Lamacraft

I discovered Molton Brown years ago and recently decided to revisit their products. During a holiday, I had the chance to sample some of their Eau de Toilettes and Eau de Parfums and was absolutely captivated by the Orange & Bergamot fragrance. I was so impressed that I ordered a gift set of the shower gel and Eau de Parfum for £150 while still abroad.

Unfortunately, the package never arrived. I checked with neighbors, the delivery company, and even reviewed footage from ring doorbells, but the parcel had simply vanished. I assumed the worst and thought my £150 was lost.

As a last resort, I contacted Molton Brown’s customer service and spoke to a wonderful representative named Becky. She was incredibly helpful and quick to resolve the issue. Thanks to her, I received my package—and to my surprise, she even included some complimentary shower gel samples for me to try.

The service was truly outstanding, and I’m so grateful for how the situation was handled. Thank you, Molton Brown, and especially Becky, for going above and beyond!

Ordered a christmas gift at the beginning of december, got an email saying there was a delay with shipping & still have yet to receive the item or any further updates. Have tried contacting customer service but with no luck, only an automated response. Will be taking this further as I want my money back

Bought their Xmas Advent gift box in the November sale. Beautifully presented and very gratefully received by my partner. Well worth the expense.

Tried one of their candles for the first time. Bought at the bath shop a while ago. It smells absolutely amazing. I also bought a jo molone candle the same day but can honestly say it is nowhere as scented as the molten brown one. Would definitely buy one again!!!

Order came earlier than the 5-7 days. Ordered a parfume gifts and personalised message card. All came great and the card too. Well packed in a gift box and lots of paper. Also the freebie in there. Brilliant experience first time ordering online than going into the store. Very happy.

Unhappy because I believe if they don't offer refunds and it is a policy they are quite proud of, then they should tell you at the till.

Never "again" I suppose.

After my recent purchase of 2 candles which I tried to cancel, I looked for the returns process which has been made very difficult. I sent an e mail to Molton brown asking for returns address but they do not respond! My mother has a bathroom full of Molton brown but maybe I will convince her there is some other lovely brands out there.

VERY NEGATIVE experience. I had been a long term supporter and customer of Molton Brown for many years but no more sadly. I ordered a hand lotion as a Christmas gift (Dec 24), it arrived badly discoloured and looked very unappealing (so much so my husband noticed it without me saying anything) and not suitable as a gift. I sent a number of emails to Molton Brown saying I wasn’t happy with the product but got fobbed off after waiting some time for a response so contacted them a few more times. The process was really painful and took me ages to manage to get a returns label. I’d brought the hand cream when they had the Black Friday reduction, I asked if the price could be honoured for me if I brought a different bottle in store but they weren’t interested whatsoever, it felt like everything was just too difficult. Being a loyal customer clearly doesn’t matter these days, the matter just needed a bit more consideration and handled better and I would have continued using them in the future. Not now…. The process to be get a refund note from customer services was painful and they weren’t interested in what I was saying whatsoever - avoid!!!

In November, I visited the Molton Brown store in the Swindon Retail Outlet and bought 4 shower gels on offer for £44. The shop assistant put the items in a Molton Brown bag, and I trusted all was fine. On returning to my home in Bristol, I discovered she had only put 3 bottles in the bag! I phoned the store, and they took my email and phone number, saying they were sorry and would get back to me. Spoiler alert: they didn't!! The following day, I phoned customer services, which was answered by a clueless and unhelpful employee. Following this, I emailed customer services to explain the situation, and received a prompt email advising me to go back to my local store with my receipt. I replied, explaining again that this hadn't happened at my local store. This time, I received an email saying they had a large number of requests to deal with, so they would contact me later. Yes, you guessed it... They didn't bother. I'm still missing a bottle of shower gel, and £11 out of pocket. I won't be back to their stores!