Review Time
***WARNING** ***DO NOT BUY**I bought the 2023 Molton Brown Adventcalendar for a LOT of money. You would think the products inside is worth the cost, they are not! No full size products at all. SEVEN, yes SEVEN cheap soap products and just ONE shampoo, smaller even than travelsize, yes, SMALLER!! And for Christmas eve there was a small scented candle that smelled disgusting! Most likely their least popular and cheapest scent. It wasn't even a limited edition or seasonally scented candle.I have nothing positive to say about this joke of a company and I will never again buy from them, NEVER!
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.
Funds taken 3 times and had to chase repeatedly to get it back. Really poor service and completely incompetent. They actually advised to go down the chargeback route with the bank which is total nonsense and would have taken much longer. DO NOT BUY ONLINE FROM THIS BUSINESS!
I made a large online purchase taking advantage of the friends and family discount at the end of October . On 6 November I received an email advising that I may have had multiple payments taken from my account. When I checked with my credit card company I was horrified to discover that I had been charged 3 times, the over charged amounted to £495. I contacted customer service and was advised that I would have my money returned but it would take 5-7 days. It is now 15 November and no sign of my money.Customer service is excellent at fobbing customers off, they are not to be trusted.I have now been forced to put this fraud in the hands of my credit card company and they are in the process of retrieving the stolen money.Avoid Molton Brown.
I have had £274.50 deducted from my account twice without my authorisation. I was informed a ticket would be raised to the payment department and then a refund would follow. This is not acceptable. I haven't been provided with a date when i will receive my refund or any correspondence about this incident happening or how your handling the security breach. I am totally shocked as a regular customer of Molton Brown at receiving NO customer service on this matter despite a phone call, a ticket being raised and an email being sent! Can you advise when I will receive my £274.50 which was deducted from my account without authorisation.
Edit - 22 NovMolton Brown has restored a bit of faith In me by sending a complementary gift as a way of apology for the banking fiasco. It still doesn’t excuse the amount of time it took to refund my money but at least they have made an effort and it’s better than the discount they were at first offering. To this end I’ve now raised my rating from 1 to 3.Original review:As like others I have been a victim of three payments of £58 each coming out of my account and have been waiting way more than their 5-7 working days to get a refund, the first extra payment coming out of account in 2nd Nov. In this day and age it shouldn’t take this long to payback especially as I can instantly send money to a friend. They don’t know my or other peoples financial situation and could be causing people genuine hardship. As for the insulting 30% off your next purchase, why oh why would I buy from them again when they are treating their customers like this. Avoid buying online if you can’t resist their over inflated prices
Bought a candle (Christmas candle) paid £37 It does not smell at all. and smokes really badly. Emailed Molton brown whi asked for order number and number on bottom of candle. They have never bothered to reply. Customer care is terrible. DO NOT USE THIS COMPANY
Molton Brown - trusted name right? Placed £75 order, took funds multiple times. Promised to pay back didn't materialise until chased and a further delay ensued when "fraud" procedures prevented the money they had taken without authorisation being returned to me.The promised free gift, to say sorry, unsurprisingly, hasn't materialised. From the other reviews it looks like they're in a bit of a mess.
After taking three payments of £165.74 out of my account on the 26th October I am still waiting for my refund. I was told there had been a glitch in the system and would be refunded within 5 to 7days. To date I have still not received this. I have made numerous phone calls and been assured it would be in the same day but this is untrue. This is theft!! They have taken money without my consent. They offered me 30% of my next purchase but after been a customer for many years I will never order from them again if this is the way they treat customers. Why is it taking so ling they were quick to take the money from my account.
After Molten Brown taking out of my bank account three payments of £89 from my bank account for what should have been one payment, put me into overdraft through no fault of my own,.I contacted them concerning this error and in fairness customer services were helpful and I was given 30€% discount off my next order.However I was told I’d have to wait 5 to 7 working days for the money to go back into my account.This money was not a refund it’s theft. This should have been immediately put back into my account. It’s been 5 working days so far and no money from them has been received. They still owe me nearly £200?Apparently there was a computer glitch.
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