Molton Brown Reviews 

We recently bought Lemon and Mandarin hand soap. We were very disappointed as there is virtually no scent at all.

I have been a Molton Brown customer for years and genuinely like the products. However, recurring fulfillment problems have made ordering directly from the company a rather unpleasant experience. I am considering moving to Diptyque.

My second-to-last order included the advertised complimentary gift box, but it was not included in the shipment. I have experienced this issue multiple times. I was unable to reach customer service using the published phone numbers during the listed hours. I do not believe the number is functional. I contacted customer service using the web form, and the representative who assisted me was courteous and responsive. However, the solution was less than ideal. Instead of the requested gift box, a gift bag was sent separately. It arrived late and was crumpled.

After this issue, I was advised to call immediately after placing a future order if I needed gift packaging. I followed those instructions and contacted Molton Brown promptly after placing my last order. Despite following the advice, Molton Brown was unable to include the gift packaging with the initial shipment. Molton Brown's fulfillment issues appear to be systemic rather than an isolated oversight.

The products themselves are excellent, which makes these recurring operational issues even more disappointing. Customer service representatives have been polite and have tried to help, but Molton Brown needs to address the underlying fulfillment and support problems that make the ordering experience unpleasant and result in a great deal of wasted time and effort.

I recently visited the Molton Brown store at Dalton Park and had a very positive experience.

The store was welcoming, and the products were beautifully presented. What stood out most was the helpfulness and friendliness of the staff.

Vicki helped me choose a product from the wide range of delightful scents. Her product knowledge, advice, and patience made this visit feel relaxed and pressure-free.

Overall, it was an excellent in-store experience. I am pleased with my purchase and I would definitely shop there again. Thank you.

Ordered three items for a birthday gift and selected the gift box option on the website. Order arrived, no gift box in packaging. Phoned and very nice customer service lady said sometimes it gets deselected as you navigate the website. They couldn’t send me a gift box next day delivery so too late for my gift giving. Now having to look for something else which can be nicely presented. Most companies can manage next day delivery nowadays - particularly when it’s to rectify a mistake so why can’t MB? Very disappointed.

Visited the Guildford branch yesterday where the staff were so lovely and helpful! They have excellent knowledge as to their products and helped me find just the right items.

molton brown's web site is absolute rubbish, it does not work!!!!!!!!!!!!!!!!!!!!!!!!! How many customer have they lost as a result of fields not working , frustration and anger!!!!!!!!!! check your web site from an independent source!!!!!!!

This is the worst company handling order deliveries. For some reason, only the DPD courier service is used, and they never manage to deliver orders properly.
The delivery addresses are provided correctly, yet the couriers still manage to leave parcels in places that are completely incomprehensible to any reasonable person (for example, in dry-cleaning shops) or fail to deliver the parcels at all.
This is total absurdity and negligent work. I have never experienced such poor and careless service anywhere else. A great shame.

I was assisting my neice last weekend to buy a mum's day present and unfortunately, the gift was stolen as we were in and around some other shops and getting lunch. So my niece and I returned to the store to rebuy the presents. Neither of us very happy. The Silverburn store people were brilliant and very sympathetic/ considerate. At the time we were too stressed to say thank you properly so I hope this goes some way to make up for that.

Having had some Molton Brown, Ouhd Accord and Gold lotion, and loving the scent, I found the lotion just not creamy enough for all over moisturising. I bought some Molton Brown Body Cream (not available in Ouhd Accord and Gold) in Fiery Pink Pepper. I have been stunningly dissappointed. The texture (not joking) is similar to cold custard, and although it is absorbed quickly it just sinks in, gone....It doesn't moisturise. I won't be buying again, and this is from someone who always uses their shower gel and will continue to use their body lotion as a pleasant overall scent

Excellent customer service from Hana (Forestside branch, Belfast) - she was so helpful and knowledgeable and could not do enough to assist. Thank you Hana for making my visit so enjoyable 👏

Great experience at your Trafford Centre store on Thursday 12th March. Went in to browse but was introduced to your new product and bought a few things. Lovely staff who do you proud.

Tracy at the trafford park store was amazing. What an absolute pleasure she was. Amazing customer service and so bubbly.

Purchased rhubarb and rose body lotion after purchasing spray and totally different. The lotion has no sweet smell of roses only unripe rhubarb. Will not purchase again waste of 29.00

Reviewers
Thank you to Nicki at customer services Molten Brown for getting my products sent to me,she was so kind and I’m expecting them at some point today just as she said. She responded and resolved my problems very efficiently.
Customer care is definitely very important and I have to say this lady went above and beyond.
My order number is
491276870

Ordered £120 worth of items from Molton Brown online. When I received the order, the top of the body lotion was broken and bottle cracked. The packaging was inadequate as all items looked like they had been thrown into the box, no extra padding. No wonder the bottle was broken! The candle I ordered does not smell of anything but wax no perfume nothing. Contacted customer services by their contact form three times, no response. I’m left with a candle with no scent and a broken body lotion. Wished I had read the reviews before ordering.

Been wanting to try Molton Brown products for ages. Finally got some shower gels for Christmas as well as a gift set. I’m very disappointed in that the shower gel doesn’t particularly moisturise my skin and the fragrance doesn’t last. Feels like a very expensive product simply for the name.

I am also having an issue with one of the products which necessitated contact with customer service. One whole month on and issue not yet resolved - shockingly slow to respond.

My husband was running low of his Black Pepper scent. So we went into the Molton Brown store in Bluewater as we were there to go to the cinema. We were asked 'eau de toilette' or 'eau de parfum', we asked - 'what's the difference'? So she let us smell them both and my husband preferred the smell of the parfum. At no point did she say that the big difference between the products was £45 - there are no prices on display. When asked for £140 for the bottle, we were both stunned into silence, bought the product and walked out, still stunned. Once home, we both decided we had to take it back, it's just too expensive for what it is. So I eventually took the 30 min drive back to Bluewater solely to take back the £140 product, only to be told it's exchange only. So, we're stuffed. A very expensive scent, wasted 1hr30 mins of my life, petrol and put into a bad place. Still gained a new mantra that I am never shopping at Molton Brown again. Yes, I know it's written on the bottom of the receipt now, but I just saw the words Refund and 28 days.

I took my mother to the branch in the Dalton Park outlet, all the staff were lovely and very helpful. A special thanks to Diane, who was very knowledgeable, kind and friendly. I would recommend this branch. 10/10

I love MB products & my husband buys me your advent calendar every year. This year I have to say I was really dissappointed with its contents. Not really any festive items (no shower gel baubles) Far far too many perfume sprays and yet another holder for them, I must have about 7 now!! Same old fragrances like pink peppercorn when you do so many others. I will ask my husband to try another brand next year unfortunately.

Placed an order in the sale, only to get an email 5 days later advising lack of stock so order had been cancelled but my payment would take 10 days to be released! Bad enough to disappoint customers regarding orders but to not immediately refund is very poor, will not be using their online shop again.