Review Time
I see I am not alone from recent reviews - ordered christmas presents 4 weeks ago. When they hadn't arrived tried to contact customer services; was on hold waiting for 2 hours without getting through and then it took over a week (9 days) for them to respond to my email. They said that the order had got lost in the post so were processing a replacement. Part of my order arrived yesterday. Luckily I had also called them to request a call back 3 days ago and they just called me back - apparently the remaining part of the order is out of stock; and it will take 7 days for a refund! For a premium brand to have no communication for 4 weeks, so difficult to get hold of customer services and then they let you down 2 days before Xmas is really poor. I am now going to have to find an alternative gift; I can go to a Molton Brown shop but will then have to pay full price (ordered on Black Friday) and given the let down and the time/cost to get to a store I am minded not to. Really poor communication (none!) and customer services guys. Would never recommend.
Ordered an item Black Friday which has never arrived tried ringing customer service countless times waited over a hour and no one picked up! Emailed no one replied again emailed no reply so I have no item for Christmas and they have taken my money very disappointed don’t order from them! Wish I read reviews on this before I ordered
As at 20/12 Molton Brown has still not delivered my order worth over £200 which was placed on 25/11. Despite promises that it is on the way when I have phoned to chase, it is now a few days from Christmas and I have had to scramble around to find presents elsewhere while Molton Brown still have my money. Emails to customer services remain unanswered. I am so massively disillusioned and disappointed with Molton Brown.Molton Brown had always been synonymous with quality in my mind but now it is synonymous with incompetence and complete indifference to its customers. This has caused a massive amount of stress and I imagine I will have to try and claim the money back via my bank.
Worst customer service eveeeeer! Like everyone else my package is lost. They didn’t even care to check when I wrote in. Told me to wait. Now on call been waiting for over 1h in que and didn’t get through! Unacceptable for a brand that likes to consider itself Luxury!
Placed an order 11 days ago and they haven't even bothered to process and dispatch it even though they've taken the money! Have contacted them several times and only once got a reply saying that they are busy! I ordered some other Molton Brown products from QVC and they arrived within 3 days! For a brand that has a Royal warrant they don't seem to care about their customers at all! If they can't cope with the volume of orders then they should stop taking orders and clear the backlog.I would NOT buy anything from them again.
Not sure what is going on at Molton Brown!! I’ve been a customer for years & have ordered products online with no issues. However, I ordered £100 worth of stuff on the 29th November & PAID FOR A NAMED DELIVERY DATE (that was an option so I assumed they could honour that). This cost me £6.95. The named date was yesterday but no sign of delivery & absolutely no communication from MB since I placed the order.So I called them …… 8 times now. There’s no option to hold - they MAKE you leave a number & say that the next advisor will call back. No one has bothered to call me back yet. This was a present for someone’s birthday which is tomorrow- hence requesting a delivery date for yesterday. So it looks like I need to go out & buy them something else now!! Absolutely infuriating!!!
Completely agree with all the comments below. Ordered on 18th November was told the order had been despatched on 23rd November, phoned DPD who had never received the package, Spoke to 3 different advisors who said it had been despatched, Tried to phone call centre at least 30 times yesterday hanging on for about 30 minutes still no reply. They have taken the money from my account. Dreadful service
What is going on with Molton Brown? They seem to having massive issues. Placed an order on 23rd November with BF discount and received a dispatch confirmation on 25th November for Yodel. On 5th December still no sign of my parcel and Yodel confirmed they had not yet received it from the sender. Tried on the phone to get through to customer service at MB. Got cut off after one and a half hours. Second time took half an hour. Lady initially asked me to wait longer for delivery but I explained I had phoned Yodel already. I wouldn't get off the phone until she sent me an email confirming I would get a refund. I got a refund the next day. The items were all out of stock but I will never order with Molton Brown again! Shocking service. Had no issues at all last year. Avoid!
Very poor service - ordered items on Black Friday (23/11) with a 5 day delivery timeframe. Items ordered were included as part of the 20% BF discount. Received a generic email on 05/12 saying they cannot fulfil the order and they have cancelled it due to stock availability. Very poor service, no out of stock online and at other Retailers where I could have ordered from originally at the same price!! Shocking service. No longer ordering from this shambolic outfit
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