Molton Brown Reviews 

Bought a candle (Christmas candle) paid £37 It does not smell at all. and smokes really badly. Emailed Molton brown whi asked for order number and number on bottom of candle. They have never bothered to reply. Customer care is terrible. DO NOT USE THIS COMPANY

I made an online purchase 25/10 and since then they’ve taken the same amount a further 2 times without authorisation.. finding it hard to get hold of anyone by phone or email!!

I have had £274.50 deducted from my account twice without my authorisation. I was informed a ticket would be raised to the payment department and then a refund would follow. This is not acceptable. I haven't been provided with a date when i will receive my refund or any correspondence about this incident happening or how your handling the security breach. I am totally shocked as a regular customer of Molton Brown at receiving NO customer service on this matter despite a phone call, a ticket being raised and an email being sent! Can you advise when I will receive my £274.50 which was deducted from my account without authorisation.

Maddie at the Bath store was superb today; she was so friendly and helpful. The store was beautifully presented and it was a real ‘shopping experience’ .

Love the smell of various products. Ordered a reusable bottle as part of a gift set but it arrived damaged. They have resent a replacement. I’m not a fan of the new reusable bottles & prefer the glass ones.

Never any stock of products that I want.
Very frustrating anftet many visits the staff are even bewildered

Recently purchased Dark Leather au de parfum, I went for this thinking the fragrance would last longer than au de toilette. Very disappointed to find it faded and could hardly smell it after a couple of hours. Way overpriced in my opinion

Have previously been a good customer of MB both online and in their UK stores but have just seen they are going CASHLESS. Cash is LEGAL TENDER in the UK and customers should have a choice how they pay. Refusing cash pushes everyone a step closer to a dystopian digital ID and currency. Boycott them and send them a strong message. I will never shop with Molton Brown again.
Avoid, avoid, avoid.

I have previously been a loyal customer of Molton Brown. They stole £46.80 out of my bank account, I had to raise a complaint about this! It’s going to take up to 7 days to give me my money back. No compensation, customer service? That’s a laugh! Won’t be ordering from them again!!

Terrible customer service, had faulty goods and all that happened was acknowledgement, product no longer sold which proved not fit for purpose? Shame as I love the shower gels but will not be returning.

The best, need to bring back the coco & sander wood though :)

Absolutely untrustworthy for online ordering. I availed of Black Friday offers on 24/11/22, as Christmas gifts. First, the transaction was delayed and recharged on my Revolut which messed up my account and led to bounced payments. They sent an order confirmation with a DPD link that was invalid. I emailed their ‘customer service’ after 3 weeks asking where my order was and got no reply for a week. They then replied cancelling my order saying the stock was no longer available and said I should expect a refund within 7 working days!!!! Modern day scammers. Also, and strangely, their soaps are available for cheaper on other websites - I would completely avoid their .eu website as they are completely incompetent. I wish I had read the other reviews on here before I ordered. So annoyed they had my money for 7 weeks & over Christmas time too. Lesson learned - I went with Loccitane instead. Avoid this scammy dodgy company & horrendous customer service

I ordered Christmas gifts as I usually do in November 1st delivery arrived only 3 of 8 items received although all items supposed to have been shipped. Phoned Customer Service many times no answer, asked for call back none returned, emailed three or four times finally got to a person. By then three of my items were out of stock, so was credited and remainder shipped. In the delivery one item was missing so again emailed and finally got a person who insisted I had received everything but was convinced otherwise finally got the last item over a month after ordering and having put more effort in than walking from Lands End to John O”Groats!

I see I am not alone from recent reviews - ordered christmas presents 4 weeks ago. When they hadn't arrived tried to contact customer services; was on hold waiting for 2 hours without getting through and then it took over a week (9 days) for them to respond to my email. They said that the order had got lost in the post so were processing a replacement. Part of my order arrived yesterday. Luckily I had also called them to request a call back 3 days ago and they just called me back - apparently the remaining part of the order is out of stock; and it will take 7 days for a refund!

For a premium brand to have no communication for 4 weeks, so difficult to get hold of customer services and then they let you down 2 days before Xmas is really poor. I am now going to have to find an alternative gift; I can go to a Molton Brown shop but will then have to pay full price (ordered on Black Friday) and given the let down and the time/cost to get to a store I am minded not to.

Really poor communication (none!) and customer services guys. Would never recommend.

Ordered an item Black Friday which has never arrived tried ringing customer service countless times waited over a hour and no one picked up! Emailed no one replied again emailed no reply so I have no item for Christmas and they have taken my money very disappointed don’t order from them! Wish I read reviews on this before I ordered

As at 20/12 Molton Brown has still not delivered my order worth over £200 which was placed on 25/11. Despite promises that it is on the way when I have phoned to chase, it is now a few days from Christmas and I have had to scramble around to find presents elsewhere while Molton Brown still have my money. Emails to customer services remain unanswered.

I am so massively disillusioned and disappointed with Molton Brown.

Molton Brown had always been synonymous with quality in my mind but now it is synonymous with incompetence and complete indifference to its customers. This has caused a massive amount of stress and I imagine I will have to try and claim the money back via my bank.

Appauling customer service , infact it's nonexistent. They don't pick up the phone nor reply to Emails. Happy to take your money but don't deliver the goods. One word Thiefs ! Don't use them.

Worst customer service eveeeeer! Like everyone else my package is lost. They didn’t even care to check when I wrote in. Told me to wait.

Now on call been waiting for over 1h in que and didn’t get through! Unacceptable for a brand that likes to consider itself Luxury!

Placed an order on the 28th November. It is now the 14th December and I have had no update on my dispatch. I’ve tried to contact customer service but cannot get a response. I have contacted Dpd and they have told me they haven’t received the parcel either. Very disappointed with the service. I tried to even contact them on Facebook and Instagram and I got a response on Facebook telling me send an email which I have done 10 days ago and to call the uk number which I can’t get an answer on or a call back.

What is going on with Molton Brown? They seem to having massive issues. Placed an order on 23rd November with BF discount and received a dispatch confirmation on 25th November for Yodel. On 5th December still no sign of my parcel and Yodel confirmed they had not yet received it from the sender. Tried on the phone to get through to customer service at MB. Got cut off after one and a half hours. Second time took half an hour. Lady initially asked me to wait longer for delivery but I explained I had phoned Yodel already. I wouldn't get off the phone until she sent me an email confirming I would get a refund. I got a refund the next day. The items were all out of stock but I will never order with Molton Brown again! Shocking service. Had no issues at all last year. Avoid!