Molton Brown Reviews

Flawless products and customer service. Genuine, helpful and consistent. It is a pleasure to be a customer of Molton Brown. A luxury brand with luxury service.

No support for Dyslexic or blind customers. I am writing this for my Mother as a long term of customer for decades, of an expensive brand like Molton Brown...Alarmingly they told her that as she does not CHOOSE to get email marketing, kinda reading isn't her strong point...she cannot opt in for the BIRTHDAY GIFT...she only receives text marketing, so not good enough! The store she asked didn’t add her birthday on, and customer service don't support dyslexic or customers with any learning disability or inability to write, such as a blind customer...These customers have to get a n other to write an email...only...to Molton Brown to ask for the customers birthday to be added...no option…or trawl through receipts and to show when you visited store then…PROVE...you asked the store staff member, also giving that store staff members name...to identify whom you asked and when etc etc...WOW so this is being customer centric to Molton Brown...explain again why we are so desperate to shop with Molton Brown...I think may be White Company sell a huge selection of what this, less than customer centric, and ruthless and hostile toxic company do...make sure your not partially sighted, blind or dyslexic and can read emails…or have any disabilities when you choose to be a customer of this brand…they clearly don’t care about these people…

Pleased with service and products are lovely. Thank you.

Had ongoing product issue since before Xmas and as gesture of goodwill MB were going to send me a few small items. The items never arrived and as it was sent without being tracked royal mail are unable to check the delivery. Contacted customer service and as they were sent as gesture of goodwill no replacement will be re-sent ? been contacting daily and even offered to give different address for the parcel but the case has been sent to a higher escalation department who have said case CLOSED. How can a big company like Molton Brown treat customers like this and leave them upset, disappointed and frustrated.

I love Molton Brown products and I always find the in-store experience to be great whenever I've shopped in the Glasgow Buchanan Street branch. However, I do think the online experience could be improved. On one occason the free gift box did not arrive with my items (nor the chosen free samples), which was disappointing as it was specifically ordered as a present. Also, compared to other similar companies I find the delivery times to be quite slow, but I accept that there are general delay issues for many companies in the current climate. In short I'd choose shopping in-store with Molton Brown where possible over online purchases as the level of service is more in line with products at this price point in my opinion.

Good products, good prices, quick delivery and well presented. Would shop from here again

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 recently did my first order online, I usually buy stuff in the outlet shop but haven’t been able to get to one this winter…whilst it was nice to receive a free small sample I thought the slow and cost of delivery was a huge let down considering it’s a “luxury” company. Even Elemis shipping is quicker and free whatever you spend! Paid nearly £5.00 for 3-5 days standard shipping!! I only went ahead as I had 30% off and couldn’t get to the shop… Prefer store shopping rather than the online set up Molton Brown use, definitely delivery was a huge let down and put off for me. If online buying I would go with John Lewis etc from now on

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.

So pleased with my products - order arrived promptly, well wrapped and all as expected. I love MB products so hope these gifts will be enjoyed by their recipients

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.