Molton Brown Reviews 447

So let me have a rant about my experience with Molton Brown. I wanted to order a gift online for my mum for her birthday, she loves molton brown, it’s high end in my opinion, they probably have nice standards when ordering and shipping. what could go wrong? God how naive I am… I tried to write a review of my experience on the molton brown website, but the company seemed to get hurt and rejected my review when I was appalled by how badly packaged my order arrived to me, and stated in my review that a certain other company who is known for not being the greatest could have packaged it way better. In all fairness the generic email did say it could be rectified if I get in touch with customer support and I just laughed, because I’m tired of talking to robots who just copy and paste the generic stuff to hopefully get customers off their case. There was no protection what so ever with the product I bought and consequently had leaked everywhere because they decided it would be a good idea to, box it up in a box that’s three times the size of their shower gel bottles, stick a piece of paper over the top to make it “look” like they gave a toss before they sent it out. Considering this is Molton Brown and you pay the earth for this stuff I kind of expected WAY better packaging, I think even my boyfriends baby sister could do a better job. Then they emailed me to say their system threw a tantrum and started randomly “taking” out duplicated total money from orders and I was one of the UNLUCKY ones to have had the misfortune of being affected. (Not a great first impression since this is my first and LAST order). So their system took it out of my account AGAIN, as if I’m some kind of billionaire who can afford to just kiss my money goodbye, and I am now sitting in the minus because of this technological bafoonary. They then did the funnies on me and tried to get me to order again with a dismal 30% off. Don’t really care about that though, just want my money back really, you could offer me all the freebies under the sun, my money’s still out there though isn’t it? Overall I don’t rate them at all, and I shall be getting authorities involved if I can’t get customer service to help me if I don’t receive my refund, because this is probably borderline fraud. By the sounds of it from others I know, if I don’t get a refund back and I do contact customer service and they give me the cold shoulder, I’ll just have to copy and paste my generic robot email until their generic robot emails can no longer put up with my constant right to know where and when I will get my money back :)

I’m absolutely disgusted at the customer service from Molton Brown on the 1st 2nd 3rd of November I had multiple payments taken out . I called customer service & asked why 3x £155 was taken out to be told it was a glitch the payments are being done manually my payment would be in within 48 hours . Nothing 4 more calls it’s taken 5 working days it’s now the 12-11-2023 I’ve sent numerous emails that aren’t getting replied to . I called on Friday 10th they said it will definitely be in on the 14th November. In the past 10 weeks I have bought a candle £95 the advent calendar 4x 100ml eau de parfum . Body & hand washes . When I called on Friday they gave me a discount code which only lasts till December this year . I’ve also got 4 gifts not gift boxed or bagged ( it wasn’t the 25%) I’m actually furious . I spend over a £1000 at Xmas then I buy birthdays . I won’t be buying again . Customer service told me it was only a handful of customers this unfortunate glitch happened to .My bank told me it’s fraud what they have done . I have to call tomorrow and demand my payment goes in because it’s manual they can do it while your on the phone . I have emailed Martin Lewis who is looking into to it . The people this happened to should be getting a discount off what we paid . Not as much as a free sample from them . I won’t be buying again . Customer service are actually blatantly lying to us . I’m furious.

Unknown to me at the time, I had multiple/repeat payments taken from my credit card account on 26th October. 10 days later I received an email from Customer Services stating that there had been a technical problem resulting in the multiple payments being debited from my account (and other customers). The email also said that those customers who had already contacted them would receive refunds in 5-7 days. The email was silent on what customers like me who had not recognised their error should do. Unbelievable! I then contacted Molton Brown requesting refunds and highlighting their rather basic email omission. I received a standard response saying that the refunds would reach my account in 5-7 days.

16 days have now passed since the initial incident and I have no refunds. Many retailers can process a refund within 1 day. Cleary there are technical issues with this organisation on payments and any associated refunds. Their Customer Service team gives the appearance of being run by amateurs. I would not trust purchasing anything from them in the future. The cynical part of me makes me think that maybe they are in in financial difficulty and this debacle was a deliberate act to boost their cash balance for a period of time.

I have now asked how I can raise a formal complaint. I received a Customer Survey/’How Did We Do’ email is response. Enough said.

They should invest more time in in 'bring your kids to work days' - the kids could do so much better.

Molton Brown has taken multiple amounts from my account due to a glitch with their system.
In line with other reviewers I was told the refund would be in my account in 5-7 days and that they were giving me 30% off my next online purchase.
When you have had a total of £495 incorrectly taken from your account and told that you have to wait for your money to be returned I don’t believe that any clear thinking person would be shopping with that company again.
I was able to get through to customer services and made my complaint in the strongest of terms and was assured that given my circumstances and the amount of money involved that I would have my refund escalated. That was three days ago and my account has yet to receive the refund, nor can it be seen pending. A further call to customer services has advised that my complaint again is to be escalated.
I have shopped with Molton Brown for many years but as a result of this experience I will not be giving them my custom again.

Along with others, I have had an extra £406.00 taken from my bank, without permission. They have said that it will be refunded within 5-7 working days. What if I needed that £400.00 for an emergency? It is no longer available in my account. I have also been offered a 30% discount on a future order, which I assume is a joke. This is an appalling failure of customer service. The very least they could do, is offer some kind of refund on the original purchase. Very very poor.

I would give no stars if I could. Money taken more than once from my acct. No customer service whatsoever . Everyone got the same e- mail and a further one received saying not to contact them! They do not deserve any custom whatsoever

As per the more recent reviews, I have been charged 3 times for 1 order. MB have sent a number of 'update' emails and I received one this afternoon confirming the additional charges will be refunded within 5-7 working days; however, this email does not confirm the number of times I have been overcharged and neither does it specify how any interest accrued on my credit card account will be reimbursed. I also received an email yesterday evening offering a 30% discount on my next purchase (valid until 31.12.23) - somehow, I doubt I will be using this! MB - given your price points and brand image, not only should you return the funds you have taken from customers' accounts without their consent post-haste, it is my view you should also reimburse customers the cost of their original orders by way of apology for the stress and inconvenience caused. I, for one, will not be purchasing from you again.

Like previous comments my wife place and paid order the week before last, we noticed three identical debits from our account across 3 days last week.

We contacted the Molton Brown customer care & after explaining the billing issues he confirmed a glitch with their billing system which has resulted in multiple billing issues. He continued to say refunds will be completed within 5 to 7 days, in our opinion this is not acceptable.

Surely Molton Brown knew of this multiple payment issue before customers contacted them, but they chose not to contact their out of pocket customers & are deliberately delaying repayments . . . Shocking!

Made a purchase online and I was charged multiple times. No email response from molton brown.
Glitch or no glitch it is disgusting taking over £80 which is not theirs and then telling customers it will take 5/7 days to show in the bank.

Visited the store at Meadowhall Sheffield with my sister in law
Served by Sofia F who was absolutely amazing. She knew all the ranges and spent time explaining the product offers She was so friendly professional and gave great customer service The items we bought were gift wrapped and she gave us her advice on special deals. As we were leaving she pointed out a product I had briefly mentioned as leaving which I then bought as was such a great deal
I wish I could give 10 stars
I usually buy online and have never had any issues with this company and was able to use my reward vouchers in store Thank you Sofia for such a fantastic experience

My daughter, friend and I recently visited your outlet store in freeport braintree. You had an amazing offer on and we will helped by Julie with our purchase. The store was busy and Julie stayed calmed as she assisted us by getting the best deals.

I used to work in your MB office at Elsenham and my daughter is a Manager at M&S. we both agreed that Julie is an excellent sales person, who was knowledgable about the products & extremely patient whilst helping us with our buys.

A colleague MB should be proud of and valued too.

thank you so much julie. We will be returning to the store again before xmas.

Rania Fazal Maha in the Trafford Centre shop was lovely. She didn’t over sell and wasn’t pushy to sell which I hate! Very nice and an asset to your shop! Michelle X

5 star customer service I had a few problems with orders 1st one was leaking 2nd one box smashed items missing the customer services sorted it out quickly very helpful

Bought item from store in retail park cannock and found the staff pleasant & very helpful. Due to purchase also had full size bottle body cream for£5 on this occasion which was a bonus. Always pop in when near

I visited the Molton Brown shop on Regent Street. Rhiann - offered exceptional customer service
Lovely girl - An absolute asset to Molton Brown!

Truely wonderful service recieved from Christina and Kelly in Exeter branch today
Thanks very much

Always was a fan, not now, expecting that we should go cashless, we'll I'm sorry but I refuse, lost my custom, hope others follow suit

Heard that MB has gone cashless it's a no from me go woke go broke that's what I say

Went to visit their Liverpool store, saw the notice on the door stating they have gone cashless.

Walked away and will never buy or visit again.

Not against card payments,but these actions limit people on the freedom of choice and directly impact people from different backgrounds.

I recently purchased products from your Cannock outlet. The service from Olivier (Liv) was exceptional. AlannSmart