Molton Brown Reviews 447

I ordered MB products using a code from an offer in Gardens Illustrated. The discount showed at check out but then the confirming email showed the full product price. I emailed MB asking for the discount to be honoured. They said there was no offer with Gardens Illustrated. I sent photographic proof and they said they would forward to their marketing department. A problem for the marketing department and Gardens Illustrated, not me I thought. However, I was about to go on holiday so left it till I came back. 2 weeks later and still no reply so I emailed again saying it was their problem and I would contact Trading Standards as advertising to the consumer and not honouring the offer was contrary to consumer law. Within minutes they 'were pleased to confirm' a refund for the discount. Not a hint of an apology. Do they really value their customers so little (apparently yes). Next time I'll take the advice of one reviewer to buy through a stockist. As it's currently pantomime season MB is clearly the villain of the piece and I say "Boo! Hiss!"

I purchased goods totalling £87.50 and was charged on three separate occasions for this amount.
Meanwhile, I’d ordered a bottle of perfume as well.
On contacting MB, I was told there was a computer glitch and my extra two payments would be refunded between 5-7 working days. I should not have had to wait. This money should have gone straight into my account. It was theft and put me into overdraft. On working day seven, I still hadn’t received my money. It wasn’t a refund after all. When I again contacted them, they advised I should call my bank (why have I got this hassle?).
Bank reimbursed me and chased up MB. Hardly professional. Meanwhile, I’ve received emails to say my perfume had been despatched and delivery company was awaiting delivery from them. Another cock up and they had to resend it.
I was eventually send an apology email by MB blaming their bank for holding on to my money and that they had a problem with their bank. Really? It took over two weeks after contacting my bank to sort out this mess.
Shocking. Oh with my perfume I was sent 3sample bottles as a complementary gesture. Uh. Please.
I’ve got accrued discount points to use with them. I’d rather lose them than risk any transaction with them ever again. They cost me dearly and stressed me out.
Out of curiosity, why hasn’t MB responded to any of these comments, or even apologised publicly? They obviously know they are culpable and these negative reviews are justified.

5 stars for quickness of delivery
0 stars for customer service
I ordered a bottle of liquid hand soap for my daughter for Christmas. When it arrived it was packed extremely well, but there was no gift box included. On my confirmation order email it stated there would be a free gift box but this was missing.
I telephoned Molton Brown to ask if they would send me the missing gift box. I was 23rd in the queue, but decided to hang on, which wasn’t a problem, as I was doing crossword puzzles. After 90 minutes, I was now 11th in the queue which I thought was unacceptable and hung up. I then contacted Molton Brown via their website, which said I would receive a reply within two working days. Over a week later I still haven’t heard from Molton Brown nor have I received the gift box.
If the soap had been for myself it wouldn’t have mattered, but it was a present for my daughter for Christmas.
I would advise anybody who is thinking of ordering from the website to think again and to perhaps go to a Molton Brown store or a stockist of Molton Brown e.g. John Lewis. You’ll get much better customer service than the service I have received on this occasion.

I ordered the men's shower gel and candle in a nice brown box with a brown bow but what I received was a bottle of gel thrown in a delivery box. They took my money and didn't send me what I ordered. Now I am going to be disputing the charge and will send the crap they sent me back. I've left three voicemails, sent several emails and no one has returned my calls. Don't order from them. Be-ware. That's all I'm saying.

My first time shopping at molton brown. I bought this item in their store last week. Went back in a few days after wanting a refund. They then told me their refund policy is only exchange no refund. I mean it would have been helpful if they told me beforehand. Otherwise i wont have got it. And no staff warned me about it when buying and it wasn’t cheap. The receipt isnt clear too says unopened item can be returned within 28 days. Which isnt true according to the store staff. I feel like they just dont care too much

Not sure where to begin on this. I am a Platinum Member and was given a free EDT with my next purchase but would complete my online order. What was the point Made 2 calls to customer service if 1hr 30, and 2hrs 45, unanswered. Although their products are excellent they cannot rely on that for ever without good customer service.
They are an absolute joke and after many, many years with them, will, like a number of others, talk with my feet and walk away. Xmas comes every year so be prepared.

Cancelled my order as they are not honouring the free UK delivery which is being advertised everywhere. Not only that, but the only delivery option offered to me at checkout is £7.95, which is outrageous under any circumstances given the costs of the products, and especially as I don't particualrly desire it tomorrow! Don't offer discounts and add ons if not prepared to follow through. Shame, as products are lovely but I fear another UK company which will succumb to the altar of GREED.

Website said "your order qualifies for free next day delivery" but when you go to checkout the only option is delivery at £6.95. Deceitful.

No Answer from customer service. I've ordered 3 "gift-sets" and got all items packed into one big box. Why do I order 3 gift-sets? Maybe because I want to have 3 gifts?
I've tried two times to contace the customer-service, but I've got no answer at all.
Now I have to spent some more money to get some boxes and to pack all by myself.
this is SCAM

Shower gel ordered 23rd Nov and nothing turned up within the 7-10 days quoted. Emailed them on customer support with no answer. Rang customer support, 51st in the queue, left call back, no call back, rang again 54th in the queue. Rang again early one morning and finally got through to customer support who said the package had got lost in their system. They said they would send the order again but add a gift for my trouble. The shower gel finally turned up 14th Dec but without the gift. Hopeless company. I wish I had bought White company shower gel for a special Christmas present this year. Last time I use the Molton Browns website.

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.

Shocking experience - don’t buy online

Bought over £300 worth of gifts on Black Friday. Delivery was late and one gift set missing. Have contacted online and by email and not even an acknowledgement email. Just so so so poor.

I have just read the other reviews on here and wondered if I was dealing with the same company! My order was delayed due to Black Friday however I did manage to speak to someone about this. When the order arrived one of the items was, unfortunately, incorrect so I emailed them with a photo of the item and received both an email back and a phone call - and the correct item was dispatched to me. Did I just get very lucky? I don’t know - but my experience with Molton Brown was really good.

Same as others. Ordered something almost 4 weeks ago and a completely different package arrived. Money taken from my account 3 weeks ago and yet after an online form, 7 emails, a social media message and 3 phonecalls in which I was about 60 in the queue so they take your number to call you back, I have still had no response. I have been a customer for years but no longer

Having thought I’d bagged a bargain in the Black Friday Sale on the 22nd November, this has turned into a nightmare. I ordered 8 festive hampers, apparently the courier DPD, has lost all 8 of them and now can’t guarantee delivery this week! They were supposed to be delivered last Wednesday! Fuming, will not buy anything from this company again.

Great product but don’t buy online.
Ordered 4 Shower Gels for Xmas presents on 27/11. Order arrived but it wasn’t my order so rang and spent well over an hour on the phone waiting for call to be answered. Lady I spoke to said she could see what had happened and she would reorder my things straightaway……. Three days later I was sent an email asking for a photo of what I had been sent (having been told I could keep it as a gesture of good will - cost was less than half what I had paid and for totally different products), and until I had done this they wouldn’t be processing my order! When I replied got an email stating it would take 2 days to get a response. Tried ringing and was 40th in the queue……. I will never buy from them online again.

Goods delivered somewhere but not to my house and no details. Attempts to contact customer services are impossible at plus 2 hours.
No response to date to the email query sent.
Terrible experience and wouldn’t buy again from them which is a shame as the products are good.

A once great company that obviously have taken on and promised to much....

Very poor customer service, no one to answer your queries either via email or phone.
Purchased an item on 21/11/23 and still waiting to get delivered - no answer from Molton Brown and the courier they used.

Absolutely appalled to have received my order a couple of weeks ago for 2 x Rhubarb and Rose Hand Care Gift Sets just as loose, single items - not boxed as shown and so I am unable to give them to my recipients as Christmas presents as they look like samples. Spent an hour on hold to Molton Brown and was told they would send me the presentation boxes - I stressed I wanted the gift boxes as shown but today 2 brown bags arrived. Absolutely useless. Called again today to be no 34 in the queue so hung up and now awaiting a call back and a response to my complaint email yesterday. Disgraceful all round. I have learned my lesson and will not use Molton Brown online ever again.