Molton Brown Reviews 

Bought a gift set at an MB outlet as a gift for my wife whilst on my travels. Asked if I had got the wrong one could it be returned to any MB store to which I was advised that it could be. My wife went into MB Manchester with the gift set unopened to return it as she had said she had tried the perfume in a shop previously and did not like it. We were advised that because it was last years stock and they don’t stock it they may not be able to change it. The staff called the manager who advised the same and because I had bought it in an outlet shop it would need to be taken back to one of them. This is over 50 miles from where we live. The manager in the shop was very dismissive and unhelpful and quoted policy at us. Most other large outlets such as Next allow items bought at outlets to be returned. It is a shame that MB do not value their customers the same as many other retailers. The profits from the outlets and the stores go into the same pot and so cannot see what their problem is. Having shopped at MB for many years it has somewhat put us off shopping there again.

Shopping online I subscribed without knowing the consequences- which is wrong.
Because when subscribed you are in a system where you are automatically charged for and sent an item unless you skip.
YOU CANNOT UNSUBSCRIBE
Molton Brown have replied and seem to think you can unsubscribe but on an IPAD there is no unsubscribe option available. AND the site does NOT allow you to remove your card details.
TERRIBLE

A sad decline for a once lovely company. Longtime customer. Website has consistently been difficult. Used to go to NYC and work with store manager who provided superb service for my orders. All US stores now closed. Online order has been beyond a nightmare. Literally spent over 6 hours trying to place order only to not be able to pay using any credit card. Next day my entire cart would be emptied. Multiple calls to company customer service til finally reached a woman who spent over an hour on the phone completing my order using PayPal. Attempt to place a second online order (US$1000.00) appeared to succeed using. PayPal only to have order cancelled by Molton Brown. No notification just never received order. After multiple calls, multiple emails from “Escalation Team” absolutely nothing done to resolve issue. Mind boggling. I’m finished. The company I knew and loved is no longer. Sad!

I order a few products from Molton Brown, one in particular was Fiery Pink Pepper fragrance gift set which arrived in a beautiful pink gift box, all packaged up nicely inside looking forward to using this. I also ordered the recharge black pepper and this also came neatly packaged and gift wrapped in a lovely brown gift box ready for a Christmas present!

Thank you for the lovely experience

Poor box presentation considering it was meant to be a Xmas box with a message

APPALLING CUSTOMER SERVICE for a lifelong customer.
You have had a year to make sure your stores have your signature bags. you should offer a wrapping service to all customers. ALL my purchases were PRESENTS
Christmas presents should not be sold in OLD spring stock boxes
You should make sure your staff serve ALL customers and not just those they want to.
You should make sure your products are properly merchandised and customers are not then forced into paying higher prices
Over £100 pounds spent and the experience was just not professional
THINK VERY CAREFULLY before buying products from this company
This was their woeful apology from head office
Dealt with a member of staff who couldn't spell my name,did not return emails and failed to call back.
POOR POOR POOR SERVICE

Placed an order, sent an email requesting for the order to be cancelled, then called, they confirmed the order was cancelled but somehow can’t seem to refund.It has been almost a month. I’ve called them 4 times and each time a rep says they’ll look into it and call me back. I would never purchase anything from them again, this has been the worst customer service experience I’ve ever had, absolutely ridiculous!!!

Ordered for next day delivery on Sunday, so should have been delivered today (Tuesday) but hasn't even been despatched. No response from the whatsapp number and no way to email customer service. Shoddy service when I paid (a lot) extra for quick delivery.

Update***
Molton Brown reached out to me through trustpilot and has now resolved the issue which is very much appreciated. (Gift boxes recieved today) Thank you.

My story is the same as everyone's... advertising gift sets to receive 3 shower gels just chucked in a brown delivery box. This is just not what I ordered. The response from their customer service was also thoroughly unsatisfactory.
Stay away from Molton Brown unless you're buying for yourself but then again if you have an issue don't expect a resolution. Go to Rituals or Neom instead.

Just visited the MB shop in Brighton. The most snooty and frosty service ever. I usually get great customer service from the other local shops I visit such as Jo Malone, Charlotte Tilbury and L”Occitane. Won’t be bothering to go back in there my money will be spent where I’m welcome.

Shocking customer service from Molton brown today. Loyal customer spent £100’s with them this Christmas and they don’t care. Misleading marketing has led to incorrect product being delivered - I’ve asked for decent packaging and another product to be sent and three phone calls later and all they have sent is empty packaging. Definitely agree with reviews that this is a declining brand. I won’t be spending anymore money with them this Christmas. Neom will get it instead.

As stated in other reviews ‘gift sets’ are not ‘gift sets’. Received the hand set thrown in a box and as they’re miniatures they look like free samples, which I cannot gift to someone at Christmas.

Yes the website says packaging may vary, however the product also states: ‘ Delight loved ones with the most elegantly wrapped gift. Designed in-house, our gift boxes are lined with fragranced tissue paper and debossed with the iconic compass pattern in our bespoke, heritage-inspired
'Mayfair Ebony' colour. For luxuries that are presented with as much thought that goes into choosing them.’

When I initially complained I was bluntly told that gift boxes were out of stock and they could send a gift bag. I received the gift bag over a week later and it’s not fit for purpose, it’s too big for these small products and no fragranced tissue included as stated.

This is false advertising, the gift wrapping may vary yes, but this doesn’t cover not including it all when it’s clearly advertised. I emailed again Friday stating that I’ve been missold as per the wording on the website and product and have been ignored despite being told I’d receive a response within 2 working days.

Absolutely disgusting from a so called luxury brand, I could have got a set from TK Maxx for £9 that was presented nicer and included more than this. It’s embarrassing for me to gift this to someone at Christmas

I’ve now had two orders in a row arrive in an absolutely sloppy state, and I’m honestly done giving this brand any more chances.

My latest order was supposed to include a gift set, clearly shown on their website in a proper gift box, plus a limited edition candle. What arrived?
• Two shower gels dumped loosely in a cardboard box like they’d fallen off the back of a lorry
• A candle that wasn’t even the limited edition one I paid for

Nothing matched the photos or the description. For a brand that charges premium prices, the fulfilment feels more like a bargain-bin clearance warehouse.

When you contact customer service, they argue with you about “packaging may vary”. Sorry, but removing the gift packaging entirely is not a “variation”. It’s just wrong. And legally, it’s not as described.

If you can’t trust a luxury brand to send what they actually advertise, then what’s the point? I needed these items as gifts, and instead I was left scrambling because Molton Brown can’t be bothered to check an order before sending it out.

High-end prices, low-end service. I’ll be voting with my feet from now on. Total disappointment.

Ordered some lovely gift sets for Christmas - what I ordered on the website was not what arrived. All the contents of the ‘gift sets’ arrived loose without the beautiful gift boxes as shown on the website. I note when I look at the website, the lovely boxes have now gone with a note ‘the gift wrap type may vary’. Shame on you Molton Brown, this was not on the website when I ordered - either cancel the order if you have run out of stock or put a note in the packages and an apology to that effect. I know what I ordered - and that was not what arrived! Instead of a beautiful premium present I have a few random bottles. That is not a gift set!

Update: after a struggle and frankly not very understanding exchange with 'customer service', I have received one gift box. Would I use Molton Brown again? No - simply, if you can't send me what I ordered and at least apologise for not sending what was detailed on the website - and then be rude on the phone about it, I am not interested in buying from you again. Shame really - lovely luxury products with a 'computer says no' approach to customer service.

Ordered a gift for someone on 18/11/25. Gift did not arrive at all. Complained and was emailed by someone called Aminata. I was told this was a problem with the courier and the gift would be resent with a few testers as an apology. My aging step-mother had the parcel delivered…..with just the samples - no gift. Molton brown are fraudsters/thieves. They’ve stolen my money and not delivered what I bought. PLEASE AVOID THEM - THEY DON’T CARE ABOUT THEIR BRAND, JUST YOUR MONEY. I’m now out of pocket and will be taking legal advice. They owe me money and are refusing to answer emails and phone calls about it. THEY WILL RUIN YOUR GIFT BUYING - DON’T RELY ON THEM FOR CHRISTMAS GIFTS.

Avoid!!!!
I ordered a large parcel. Few things were missing.
When I contacted customer service they said they made arrangements for the remaining items to be delivered via Amazon.
I was at home when Amazon was supposed to deliver the parcel. At some point I received a message that the parcel was behind a bin…my bins are locked in the garden and the picture as a proof of a delivered was not from my address.
When I contacted customer service they offer only a partial refund for missing items…
No explanation given
I asked for a contact to naje a fornal complaint.
No contact provided.
AVOID THE COMPANY

Ordered 4 x 'Gift Sets' that arrived without the Gift Boxes. Also, the bottles look like they had been thrown in and there was no internal packging at all. Molton Brown should not be advertising gift sets if they are not going to include the actual gift boxes.

So disappointed … .I purchased Perfume , Body Lotion and Shower Gel on the 30th November spending £187.00 in the Belfast store just beside Victoria Sq, my friend and I had taken the train ride as we live 40 mins away. when I was making the purchase staff couldn’t be nicer .. but on arrival home that evening I noticed I was given the incorrect perfume which cost me £140 I didn’t take the receipt as I was buying for myself when I rang the store and explained the inconvenience of this as I don’t live near and care for my oarents the staff didn’t seem at all Interested but said they would change it for me, I arrived today to do the exchange and the 25% off everything in store signs where everywhere .. I never asked for the discount of my perfume which would have been £35 to go towards something else but to make matters worse the girl altered the receipt so as I got no discount I feel as a customer service gesture thus should have been offered .. so disappointed
on 30 th November in

Placed an order of 3 shower gels plus a gift box and a personal message. Didn’t received a single gift box and should receive 3 for every shower bottle I’ve purchased. Nor did I receive a personal message which I requested to be enclosed with my order. How hard is to pack 3 bags and print out the note. If you can’t do it, don’t offer as an option because without it I don’t need the shower bottles. For such a “high quality” brand it’s basic to pack the order right. Been a customer for years but I will no longer support and invest in this British brand.

I recently purchase about £150 worth of goods from Molton Brown, Covent Garden, London. The person who served me provided unacceptable customer service and failed to email my receipt.
I wanted to make a complaint but the contact form on their website does not work. I had to dig up an email and make contact. They appeared to be concerned and told me they would send me few samples to regain my trust in the brand but then that was that. I did not receive the samples, I did not receive my receipt and they are ignoring my emails.
I had no idea Molton Brown had rubbish reviews. I have just realised this by looking here and doing a google search. Apparently this is quite normal behavior from Molton Brown. Well, I was actually a regular customer for at least a decade now. They have lost me as a customer. There are far too many great options out there today. Selfridges for one has everything you could ask for if you wanted to buy gifts (which is what I usually used Molton Brown for when in a rush!). Selfridges has plenty of budget-friendly-ish products too. There is so much competition now - dozens of online stores to find gifts from. Molton Brown will fail at this rate. They already had to close their Westfield White City store.