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Update: since leaving this review, Molton Brown couldn’t have been more helpful. They rang me (although I missed the call) to apologise and got a new order out immediately.I ordered a few Christmas gifts in the Black Friday sales. Although not a fault of Molton Brown, the amazon delivery driver left it at the wrong property (not a property I recognise from the photo).The issue I’m now facing is trying to get any kind of response from Molton Brown, let alone a refund. I’ve had 1 reply explaining that on their system it’s showing as delivered, even though I explained it’s been delivered to the wrong property. I’ve emailed twice since with no response.I usually pick up my Christmas presents from a Molton brown store, who were always amazing over the years, however my local one has closed down. Very disappointed with the online service I have received and I won’t be shopping though the website again.
I ordered a Christmas present. It came loose, rolling around in a plain cardboard postal box. Not suitable to give as a Christmas gift as looks as if I am regifting. When I queried and asked to be sent a branded box or bag this was refused. Not the behaviour I expect from a luxury brand. I’ll buy gifts elsewhere in future. To update - following this review I was contacted by Molton Brown. They have sent a gift bag and logo tissue paper. The outcome is good but it shouldn’t be this difficult to buy a present that looks like a present. I have changed my rating from 1* to 3* in recognition of the efforts to make things right. The lesson: complain on trust pilot, not directly to the company’s customer care department.
Terrible website obviously not working phone lines are useless so is the callback still waiting on my call back from yesterday where is it people ?Can u guys call me again you guys called a couple of days later and the call disconnected mid phone conversation !!!! 07895825057 every time I try to call back the wait is infinite nobody answers !! I missed out on the BF deal thanks to your shoddy cust svc and dodgy phone line and web site . There you go Trustpilot is that enough for you and Molton brown to warrant this review .
Supposedly luxury brand, yet they use a subpar delivery service. We were woken up at nearly 10:30pm by a delivery driving pounding on the door, it terrified my child as it was so loud and abrupt with the banging and the disturbed dog barking too. Honestly, you pay a premium yet get a service that is woeful, not only was the delivery late, but the box was smashed and very little packaging involved.Sort out your e-commerce side of things, it does not marry to the image of the brand at all.
Chris went above and beyond even talked me into spending £80 , an absolute star , I will definitely be back, even brought it to me in Peter marks salon as he couldn’t find the green bag for the lotions , thank you 👍👍👍
I wanted to buy multiple gifts in one order, but there was no option on the site to add multiple giftboxes - just one large box, which was no use to me. I contacted customer service and they were super helpful, telling me to let them know my order number after my purchase, and they'd send the boxes out. The boxes arrived the day after my order, free of charge. Really nice to deal with a company that just addresses your issues without fuss!
Didn't attempt to deliver my order, and then gave no re-delivery options, contacted customer service 2 by email and once by phone, each time no one has a clue where my order is. The stuff is nice but don't buy direct, go to a shop or something instead, terrible service and I still don't have my order weeks later.
Still no response from Molton Brown after 8 weeks.I rang then today and was not allowed to speak to anyone who could discuss it with me. The same ignorant response of I'll pass on your details to the Escalations team. I queried the validity of the escalations team because they do nothing.
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London's bath, body & beauty connoisseurs since 1973 + Shop beautifully boxed gift sets for him, her and the home + Choose a FREE luxury sample-size with your order!
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