Not sure where to start, but complaint ongoing with Molton Brown.In the meantime, I think it is only right that I advise other customers of what they might expect and therefore will caution anyone, at least for the time being (based on my most recent experience), to avoid online shopping and comms. at all cost.I am in the process of escalating both my complaint and my concern to their Senior Manager Customer Service at Molton Brown: Jody Butler.I am currently waiting on a reply from the Customer Service Department, Escalation Team. I will update accordingly as soon as I receive a reply.Truly disappointed as I have been a customer of Molton Brown for as long as I can remember, and not for nothing - their products are pricey, but quite exceptional (hence why I have been a customer for as long as I have).I only wish I'd never heeded the advice of their salesperson in one of their flagship stores to sign-up online as I would have avoided the truly patronising and extraordinarily unprofessional electronic experience.UPDATE:-Reply received 18.12.23.There's still somewhat of a disconnect, but a very generous attempt was made at putting the issue/complaint right. I have changed my rating from 1 star to 3 star to reflect that. However, I would still like to highlight that I do not believe Molton Brown have yet mastered the online shopping experience. The product is exceptional, as are their stores, but (IMHO) the online side of the business needs shaking up.My complaint was simple: Each and every time a Sale was announced online I would try to order a particular product. And each and every time that product would be out of stock. However, no sooner was the Sale off the product was back in stock! This happened on at least three different occasions this year, 2023, since the Spring (when I first went online). The initial response from Customer Service was to essentially focus on gaslighting me and then offer me a product, FOC, I was not even talking about or had an issue with. Talk about patronising AND missing the point altogether.I sincerely hope that Molton Brown get their online shopping sorted as their products are truly exceptional, as are the experiences I have had over the years with their stores and their staff in those stores.
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