Review Time
I placed an order last Sunday, one week ago. I made a mistake on my email address. Tried to change it in my online account but it’s not possible to do online. I phone LAST SUNDAY. The customer service guy said he couldn’t do it either and to send an email. I did but no reply. I tried calling them today, SUNDAY. and there’s a message saying their opening hours are Monday to Friday. This despite me calling the same number last Sunday and speaking to someone. My item has not been delivered. My account is showing both ‘order in process’ and delivered to my address. I am shocked at the lack of customer service at a company such as this. Wish I’d read the reviews here before I purchased online.
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.
The products are beautifully scented and are lovely to use. But if ordering online as oppoesed to high street shopping Buyer Beware. Terrible company to deal with. Emails make no reference to a name on the account and leads to believe this is a scam company. Getting through to customer care is a nightmare and persistent lengthy delays of up to 5 days and automated emails frustrate. Sadly my online experience with what should be outstanding from a company which carries a " by appointment to the Queen" crest was appalling Frustration plus plus plus. Advice - Buy elsewhere or in a high street. Definitely avoid buying direct from this company. Delivery was by DPD, and the driver left the parcel in an exposed location, open to all elements and potential for theft. Driver could not be arsed walking another 15 meters to leave in a covered location at the porch and rap the door.
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
We ordered a perfume through Molton Brown’s Spanish Company/representative. Perfume was never delivered to us but to somebody Else 60 kilometers from us. Neither Molton Brown or their Spanish repræsentative was interested sending a replacement perfume. We will never buy anything from Molton Brown again although we have been buying their products for 15 years +
I was very disappointed with my Molton Brown diffuser refill. It doesn’t smell at all and having had a diffuser as a present I was keen to keep using the product. Despite emailing them they have done nothing to put things right. This was an item not fit for purpose and they should put this right. I was shocked to see how many poor reviews they have, not good enough for a top brand company. Unhappy customers will ultimately mean poor sales.
Placed a £150 order two weeks ago for Christmas. So finally decided to see what’s going on, and told me that unfortunately everything is out of stock and offered me alternatives. Even had the cheek to blame DPD for damaging the order even though it had not arrived at their depo.When spending such a large amount on a few hand soaps and moisturisers, you would think the level of service would be greater than what it is. Ten years+ I have been using your company, so this will be my last! Use at your own peril, but for me I’m done!
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