Review Time
I bought sweet mint and lavender for men. by recommendation via John Lewis. Paid an absolute fortune for complete rubbish. Overpowering lavender with lavender. Now, despite careful selection of options, including reporting to site owners of illegal spam, I am unable to stop Molton Brown from spamming my in box. SERIOUSLY I WILL NEVER BUY YOUR PRODUCTS EVER AGAIN. I PAID A FORTUNE FOR RUBBISH!
I am deeply dissatisfied with my recent orders and feel the need to file a formal complaint regarding misleading product representation and incomplete deliveries. My latest order included a body lotion and scented candle intended as birthday and Christmas gifts, with a gift message and gift box selected. However, the order arrived without the promised gift box, rendering it unsuitable as a gift. Regrettably, this isn't the first occurrence. I previously ordered a shower gel and lotion gift set, spending a significant amount, yet the items arrived again without the signature box, despite being advertised as a boxed gift set on the website. I choose this brand for its premium quality, design, and distinctive packaging. Receiving products without the expected boxes undermines the value of purchasing directly, especially when they are marketed and shown as gifts. This raises a serious concern: if the signature packaging is absent, why is it prominently featured online? This feels deceptive. If gift boxes are not guaranteed, customers should be informed before making a purchase. Expecting customers to pay extra for packaging that is part of the product presentation is unacceptable. I buy gifts specifically for their presentation. If this cannot be reliably provided, customers deserve transparency to make informed decisions or consider alternative retailers who deliver as promised. I expect a clear explanation and appropriate resolution. This ongoing issue has significantly diminished my trust in ordering gifts directly.
I made an online order for the opulent gift set and the shampoo & conditioner. These are for a family member for Christmas. After recieving an email regarding a delay in the delivery I was a little disappointed and after reading some online reviews I was a little worried. However the delivery arrived today and handed over by a very lovely delivery driver. My gift set was well wrapped and protected for delivery & for the shampoo and conditioner I was provided some tissue paper and a gift bag to create a lovely gifting experience. This touch was very much appreciated. I did also contact customer services In regards to the postage cost as I had selected a specific day for delivery that was not able to be made. I only had to wait a day and I got an email reply from Kelly at Molton & Brown apologising for the delay and I will receive a refund for the named day postage I paid. I would say all in all great customer service and although the delivery was delayed it was still in good time especially for around busy times like Christmas.
I am extremely disappointed with my recent orders and feel compelled to raise a formal complaint regarding misleading product presentation and incomplete deliveries.My most recent order (Order reference: 492688492) included a body lotion and scented candle purchased specifically as birthday and Christmas gifts, with a gift message and gift box selected. However, the order arrived without the signature gift box, making it completely unsuitable as a gift.Unfortunately, this is not the first time this has happened. Previously, I ordered the Lily & Magnolia Blossom Shower Gel & Lotion Gift Set (Order reference: 489549439). I spent $158 on that order, yet once again the items arrived without the signature box, despite the product being clearly displayed on your website as a boxed gift set.I consistently choose Molton Brown because of the premium quality, design, and distinctive packaging. Receiving products without the signature boxes completely undermines the value of purchasing directly from your website, especially when the items are marketed and photographed as gifts.This raises a serious concern: if the signature packaging is not included, why is it prominently displayed on your website? This feels misleading. If gift boxes are not guaranteed, customers should be clearly informed before purchase. Expecting customers to pay extra for packaging that is shown as part of the product is unacceptable.I purchase gifts from Molton Brown specifically for their presentation. If this cannot be reliably provided, customers deserve transparency so they can make an informed decision or purchase from alternative retailers who deliver what is advertised.I expect a clear explanation and appropriate resolution. This repeated issue has significantly affected my trust in ordering gifts directly from your website.
The brand uses Amazon Shipping for their orders where the driver sends a generic email stating that the ordered was delivered to the receptionist called Joni when there is no reception in my building and no Joni. I tracked down the driver outside my building enquiring about my parcel. He was so arrogant, pretending he did not understand English and unable to tell me where is my parcel. UPDATEUpon raising the above issue with both Amazon & Molton Brown, I received prompt replies (even though it was the weekend) from both parties. MB arranged immediately a new delivery of the product I had purchased as a gift to my dad which I appreciated. Earlier this afternoon, I received a text from the driver asking where they could leave the parcel. I was lucky to be at home and replied to their text asking them if they could ring the bell and deliver to my floor (my building has 27 floors and a lot of apartments) instead of leaving it at the inside entrance of my building where parcels can go missing. I appreciate that the driver delivered to my front door. He was kind and friendly. Upon opening the parcel, I noticed a few samples which was a nice touch. Thank you for looking into this matter with urgency and care.
Been a molten brown fan for as long as I can remember buying hundreds of £’s worth regularly.Ordered 5 bottles for Xmas presents that came very quickly (next day!) but unfortunately put in a box too big for x5 products. Due to this they were rolling round and one bottle had leaked - I reported to molten brown so they had feedback on their packaging. Instead of taking my comment on board I was asked for photographic evidence of the incident - as it’s not something you expect I can’t say it immediately came to mind when I was covered in shower gel to whip out my camera and take pictures - very poor customer service and actually makes me angry I respected this brand so much Won’t be replacing the bottle as will now try other companies and see if I can find another I like as much
I tried to purchase hand cream. I wanted to purchase as a guest. Once order was done I was told my email address was in their system. I dont know how wanted to continue as a guest I could not do this. Then before I placed an order they wanted to know my date of birth which I was not prepared give. Why do they want to know my date of birth to purchase a hand cream. Ive cancelled the order.
Travelled to York Christmas market today and thought I would pop into the Molton Brown Store to treat myself to a candle. Paid £95 for said candle (also purchased some shampoo), arrived home, took it out of the box to find it has been used! Loads of wax gone and all at three wicks have been lit. Clearly its been used in the store and put back in the box for a customer to pick up! Mortified. Wont be doing a 115 mile round trip to take it back but certainly wont be getting my custom ever again.
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Molton Brown USA. Shop online or find your nearest stores. Discover luxury gifts, beauty products and skin care. Made in England from natural ingredients.
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