moltonbrown.co.uk

First Class Customer Care

I had an issue with a gift card which was refused in store (allegedly expired which it was not.)On contacting Customer Services I received excellent customer care, prompt and professional. Many thanks to Jane Goodwin excellent service.

Date of experience: Sep 01, 2022

If I could leave no stars I would

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.

Date of experience: Mar 05, 2021

Love it !!!💔❤

Date of experience: Feb 11, 2021

Great experience

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.

Date of experience: Jan 20, 2021

Appalling service

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

Date of experience: Jan 14, 2021

Poor customer service no product yet

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 futureCan’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

Date of experience: Jan 06, 2021

Don't bother online

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.

Date of experience: Jan 03, 2021

Just love Molton Brown

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.

Date of experience: Dec 23, 2020

Contemptible

Molton Brown has disingenuously used C-19 as a reason to stop taking cash payments. This is nonsensical in hygiene terms (and doubly so for a shop in which hand washing facilities are rife), precious, and above all discriminatory. Cash is the only form of payment potentially available to everyone, so when you stop offering the facility to pay with it, you are intentionally denying a considerable number of people the opportunity to purchase your products. You are also encouraging the continued takeover of personal finance by credit card companies whose charges increase your prices for everyone. Whatever Molton Brown's poorly-considered reasons, the result is contemptible.

Date of experience: Dec 19, 2020

Incorrect item received, not rectified

I placed an order on 20th November for a Gingerlily pamper set. On 25th November my order arrived but I had been sent a Black Pepper set by mistake. I emailed customer services about exchanging for the correct item. This was a gift for a friend, and I had bought her the perfume to match so it was important to have the correct set (which contained body wash, lotion and hand cream)On 1st December I sent a chase up email as I still had not recieved a reply to my original email. I got a reply the same day saying I could keep the item sent in error and that the item I had ordered would be sent out asap. I was originally very impressed with this unexpected and generous goodwill gesture.However, 2 weeks later and the item I ordered has still not arrived (nearly a month since I placed the order!) I emailed customer services on 14th December asking when I could expect it but as of 16th December still no reply.I appreciate that human error happens and had this been resolved in a timelier manner I would not have had an issue at all. However, to still be waiting for my order nearly a month after I placed it, and no guarantee of delivery before Christmas is disappointing.

Date of experience: Dec 16, 2020