Molton Brown Reviews 

Extremely shoddy: brought a Christmas gift supposed to come in a gift box, just got a bunch of products loose in a massive cardboard box. No acknowledgement, no apology. Given the price of this stuff it beggars belief.

I ordered two separate Christmas gifts as part of their Black Friday sale and was promised I would receive an update when the products were dispatched. No update was received until over 10 days after the order and the day before the proposed delivery. There were no options to change or alter the delivery day or time. Unfortunately on the day of the delivery I was on a work call and by the time I could excuse myself the DPD driver had driven off. Again no options to rebook, alter or re-arrange. Tried to ring Molton Brown, kept on the phone for 5 minutes then they hung up. I would avoid using them and try a retailer with better customer service such as John Lewis.

Excellent customer service and delivery earlier than expected…high values and standards!!

Great ordering and super fast delivery.

One of the items we ordered was a mini hand wash and hand cream set. The image gives the impression that this set came in a gift box. In fact it came loose in the box with a large gift bag which now makes the items look ridiculous.

Awful Customer Service.
Well you were happy to take my order, and now you have cancelled it , blaming Stock discrepancies.
The fact it was for an elderly parent in a care home makes things much worse.
A 2 line standard email is not acceptable.

Absolutely appalling Customer Service, they couldn't careless! Ordered £100 of items, paid via Paypal, received confirmation of order from Paypal, but nothing from MB, waited ages for the MB Online Order screen to refresh and nothing, no email confirmation either. So forwarded the confirmation of the order from Paypal and asked for an order to be created and the funds drawn down from Paypal. Today I was literally called out as a liar on the phone and followed up by an email, that stated I hadn't ordered from them on Sunday 31st October and as they had no order from me I should take it up with Paypal. They would not accept that it was the MB System that failed, not Paypal as Paypal did everything they are supposed to do. The attitude of MB Customer Service staff is focused purely on the response time, they have to clear emails within two days, so are happy get rid of your query without having to put much effort into, as was made very clear to me when I asked to speak to a Manager, who then cut me off and hasn't returned the call, instead I received a dismissive email from the Customer Service Agent who first telephoned me. Great Customer Service would have been to have raised the order, called the funds down with the Paypal transaction number I had already supplied and dispatch the goods. That's me done with MB online, I have some staples that I like, which I can pick up from the nearest Outlet Store. However, I will never order online with them again, as this is not the only issue I have had with them, goods that are not dispatched to make up a complete order, leaking packages and frankly a reduced number of products that I actually like. For a supposedly high class brand, they have a very low appreciation and opinion of their Customers. If I could give zero stars I would.

The products are ok but the communication is lacking. I ordered two (in stock) products but only one arrived with no explanation for the missing item. I had to go back to the website, figure out that the product must have sold out after I ordered it as the reason why it was omitted from the order. Would have been nice if they would have either let me know or given me the option to have it shipped later when back in stock.

I do love Molton Brown products, I was very excited to jump on the reusable glass bottles as I do like the eco aspect. I'm disabled so as "non eco" as delivery is, I do unfortunately have to rely on delivery. I feel guilty enough having to use delivery, so I was very disappointed to find that although packaging was all recyclable, they also seem to have taken a leaf out of Amazon's book and used a unnecessarily huge box for a small bottle and what feels like half a trees worth of paper to pad out all the excessive space in said huge box. The products are, as always, gorgeous but the excessive packaging for what is ment to be a more eco friendly option was very disappointing.

My next day order was 3 days late so I emailed Molton Brown to express my concern. Jane was very quick to reply and resolved my query! Excellent customer service and will shop here again :)

I am a recent concert to Molton Brown. I used to think it was too expensive but it lasts really well so works out at reasonable value (especially if you always buy in the sales like I do). Fantastic products and really good customer service.

Products are simply beautiful. You can smell the quality and luxury with MB. Packaging also beautiful.

Staff always friendly and customer service 10/10.

Great online interaction with customers. Great company and very ethical.

Placed an order on the 9th of Apr from the UK website,
Delivered to Dublin on the 12th,
Would have no hesitation ordering again despite some of the negative reviews regarding delivery times.

I placed an order on Sunday 21st March 2021 worth £80. I got a confirmation email immediately after. I received a message from “MOLTON BROWN” and “DPD” who both informed me that my order will be delivered today (23/03/2021.)
My order was successfully delivered by DPD, every item intact and smelling delicious!
I was very sceptical after reading the reviews and immediately regretted placing an order but I genuinely had no issues or problems with Molton Brown. I would 100% order again.

If I could leave no stars I would. Purchased items on the 31st December. Needed to return one. They have now had the item back since 27th Jan and I still have not received a refund despite several emails and a promise from them to look into it and refund me immediately. Service is exceptionally poor, sadly I will never buy from MB again.

I have ordered items online twice now (Nov 2020 & Dec 2020) and have been happy with the service so far. The items did take a while to arrive, but I ordered with this in mind given the global pandemic. I had no reason to contact customer services, so cannot comment on it. Items were well packaged and presented in their boxes very nicely.

Ordered an item as the top want on my daughter's Christmas list. Informed on Christmas eve that it was out of stock. No time to replace. Insensitive service. Hopeless

I received a £25 gift card with a magazine subscription and was unable to activate the card online. Spent 45 minutes on the phone to them and gave up and emailed instead. Didn’t get a reply within the timescales stated. The card was then activated and I ordered some hand wash and moisturiser which I have yet to receive. Received an email this week asking for my review of the product. I posted that I’ve not yet received it and that I had trouble activating the card. Had another email today informing me that my review could not be posted as it violated their criteria - here it is copied and pasted - hmm not impressed & still not had my delivery. Would personally avoid in future
Can’t really review this product as I still haven’t received it. Bought it with a gift voucher I had through a magazine subscription and the voucher was invalid. Took around 2 weeks to activate but no product received as yet I’m sure it smells lovely

Don't bother online; wrong items sent, customer service took 4 weeks to respond via email to send a returns label (in this day and age, returns should be accessiable online). Sent items back, tracking showed items sat in delivery depot for approaching a week at the request of the recipent. Finally delivered, but 3 weeks later still no refund. Raised a chargeback request with the bank.

Following up on this review left on 3rd January. Letter received from the bank today (28th January); my chargeback has been successful and the bank have claimed the funds back from Molton Brown. Molton Brown now have 45 days to dispute this, however given their track record in regards to customer service, and the evidence I submitted to the bank, I doubt I will hear anymore.

Just love Molton Brown, such a variety of products good quality all smell divine. Unlike other products the bath and Shower products aren’t watery. Great products.