moltonbrown.com

Repeated Missing Gift Boxes – Misleading Product Presentation

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.

Date of experience: Dec 06, 2025