Molton Brown Reviews 447

I’m trying to purchase items and the site keeps crashing. Customer service closed Saturday when I rang. Wi-Fi not an issue.

Travelled 1hour today to the store in Bridgend south wales only for it to be closed at 10:40am when the rest of mcarthur glen was open at 10. Disgusting waste of a journey that I won't be doing again. Luckily rituals was around the corner so spent over £140 there instead.

I visited Molton Brown in the Gretna Outlet yesterday 17 August 2024.
I was assisted by Carl one of your staff.
Carl was very friendly and helpful to me when I was deciding my purchases.
I’m 81 years old and have a heart condition which makes me pretty slow.
Every time I go to the Gretna village my first stop is my favourite shop Molten Brown.
I then made my way to my second favourite shop M & S.
Sitting down outside I looked in my bag for my iPhone charger wire as I had very little charge left. I found I had left the wire at home. I was in a panic as I would be unable to contact my family to give them information on when I would arrive home at Buchanan Street bus station, Glasgow.
A gentleman suggested I went into various shops and ask if any of the staff had a charging wire but none had.
I came to the Molton Brown shop and asked there.
Carl said yes he had one. He gave it to me and sat me down on a very comfortable chair for me to charge my phone
It was at 3% at this point.
When the charge reached 50% I got up and went to Carl to return the wire.
He very very kindly told me to keep it, that he had others.
I would like to say thank you Carl for your kindness.
I hope to see you again whenever Caledonian are going again to the Gretna Outlet
When I told several people on the bus what Carl did they said he was also very friendly and helpful towards them also.
I forgot to put this in my review

Molton Briwn products are amazing! Their customer service is 5 stars too. zi had a problem with one of my order and they fixed the issue very quick.

Thank you

DO NOT BUY black pepper au de cologne its absolute rubbish.
A cheap supermarket fragrance lasts longer.
Put an official complaint with Molton brown only to be asked to supply a list of questions Including batch number which I did then got fobbed off by them.
Never again will I buy their products

I should have read these reviews. I tried and loved the Molton Brown sample set. As a result, I just made a purchase totaling nearly $400 online. After two days I got a notice the order was canceled, but I was not given a reason. I called customer service, who said my billing address did not match my home address. I double checked and in my MB account the addresses were all correct. I also double checked my credit card (which I have been using A LOT due to a move) and the billing address was the same there as well. I asked why I didn't get a notification of a billing issue right away, like so many other companies do, so that I could still place the order. The customer service agent had no explanation for this. The customer service agent started trying to refill the order, and now some of the items I ordered on sale are no longer available. It seems to me the cancellation was due to their own stock issues and not to a billing address concern that I verified was correct while on the phone. I was not offered any sort of offer to compensate for the time and savings lost, as they blamed the issue on me. It almost seems they want me to purchase the gift sets as separate items at full price. I will not be doing that--there are other luxury providers out there who won't blame the customer if there is an issue. I have made many other purchases using that card and the same billing address-none of those have been flagged or canceled.

UPDATE: Went online, and the items the agent said were unavailable were actually available on the site. Tried to reorder and this time, the whole website kept hanging up and would not process the payment. Based on the reviews and my experience, it seems Molton Brown is not putting a lot of effort into making the online shopping experience a positive one.

Just wanted to praise the young man who served us on Saturday evening at the Meadowhall branch, feel terrible not getting his name but he definitely went the extra mile in mentioning the return on empty bottles and the reward on the returns and went in to great detail on perfumes etc a credit to Milton Brown.

Do not buy from molton brown YOU'VE BEEN WARNED. Ordered an paid extra to have gifts for my wife's BIRTHDAY then they don't arrive on time and have the cheek to say it will be 4 days late. Disgraceful service.!!!! DO NOT BUY ONLINE..!!!!!

Trying to buy a gift box online, have added it to the basket, put in the address, got to continue after picking the delivery day and it's stopped working. I cannot actually purchase it. I had problems over Xmas with money going out and no acceptance email of the order only for it to turn up 3 weeks later but I assumed this was a one off. After seeing previous reviews clearly not. Great products, terrible website surely they are a big enough company to sort this out. I'll buy from look fantastic instead much more reasonable and it works.

Be very careful when ordering online. I have just placed an order for men's aftershave. (£120). The option to fill in my address correctly, on their website, wasn't available. I opted to put in my address manually. When I received a notification that my order had been accepted, it showed only half of my address! I don't know where it will be delivered to. I have tried contacting Molton Brown by phone and email, without success.

Visited my preferred store on Cheapside today for a friend’s leaving gift. As always, I was not disappointed. I was attended to professionally and courteously by the wonderful team there today (Scott and Ayra) with good advice given on the special gift I wanted made up which was then superbly gift wrapped for me. I would highly recommend!

Yet again my shower gel delivered (for a gift) with no gift bag. Time after time this keeps happening. Offered to send a gift bag, but wouldn’t be received until Tuesday - too late. The offer of “minis” as a gesture of goodwill just doesn’t cut it!

Bought some shower gel in store and couldn’t quite decide if I’d picked the right scent so decided to buy a second, travel sized shower gel. As soon as I got home I realised I’d overspent so went back to return the smaller bottle and was told they do not accept any returns, only exchange or store credit. I have literally never come across a company that point blank refuses to refund. Apparently they have a different policy for online orders, so they’re effectively penalising customers who take the time to visit their high street stores. Ridiculous policy.

I ordered about £300 of products from Molton Brown and emailed customer service 3 times, each email was ignored. They did send me a review request in which I explained they had not responded to any of my emails - rather than actually get back to me, they just replied to say the review did not comply with their guidelines. And of course did not publish the review. Very dishonest to censor polite feedback.
If you can't take criticism, don't ask for reviews and if you have a "customer service" email address then jolly well reply to your customers. Nice products, awful service.

I had the latest advent calendar. I opened the first window and the bauble was damaged. Window 15 the same. I reported the issue and the baubles were replaced. On the 2nd occasion I was promised some complimentary minis which I never received and had to chase them on several occasions to receive them which on arrival I’m not sure I received the correct items. This is the 4th calendar I have had but will not purchase one again as this issue was very disappointing which made me question how good the product was in comparison with previous years and the answer is it was disappointing.

Ordered a gift set for a Christmas present containing a bottle of shower gel and a bottle of lotion in what looked like a nice gift box. When I received this (3days late) there was no gift box, which for the value of the gift set actually cost £5. I immediately called them to complain, and was repeatedly told they would send the gift box that would arrive AFTER Christmas. When I explained to her several time at how pointless this was, she reluctantly told me she’d send me a sample pack as an apology. I accepted this (because I was getting nothing otherwise) and today I received the sample pack. Inside, contained 3 tiny bottles of shower gel and a note that simply said ‘enjoy’

This was not something for me to enjoy, this was supposed to be them attempting to right a wrong. It’s quite possibly the rudest customer service I’ve ever received. Avoid this company at all costs.

I recently made a purchase in the Molten Brown shop and was given some free fragrance samples. I particularly liked Fiery Pink Pepper and so returned to store to purchase the fragrance in the travel size. Unfortunately when I tried it at home it was nothing like the sample and I could not use it. I sent an email to the company but days later was informed that although several attempts had been made to send the email it had not been accepted. I then filled out a general enquiry form online and tried to send, this also failed.
Very disappointed with the service from Molten Brown. Fully understand that at this time of year they are exceptionally busy, however, it would have been nice to be able to have my query acknowledged.

I ordered 3 gift sets for Christmas presents. When the 6 bottles of shower gel arrived there were no gift boxes included and the bottles were just rattling around in the cardboard box. I tried calling Customer Service but after being on hold for over an hour and only advancing from 12th in the queue to 11th I decided to opt for the callback option. I’m still waiting…….
Eventually I went to my local Molton Brown shop and spoke to the manager. She told me that this happens all the time and that they regularly have to deal with irate customers who have received incorrect or damaged goods. She very kindly gave me 3 gift boxes from her own stock.
If I ever buy from Molton Brown again I shall NEVER order online. Their Customer Service is nonexistent.

Please beware if you purchase from Molton Brown.com in US. They still shipped out products after you contact them to cancel. And once you received items, it is not free return. Their products are over priced for their value in my opinion.

Really disappointed received a expensive gift from molton brown for Xmas from an elderly person I had helped out, unfortunately I have a serious skin condition so couldn't use, I returned to the shop in Dundrum along with the receipt, staff member explained she could not give me a cash refund only giftcard for store I explained about my skin condition she was very understanding and said she would phone the manager to see if she would authorise because I can't use the products, the manager said no I ended up having to spend the voucher on a very expensive candle which I do not want Won't be back again