Molton Brown Arvostelua 

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!

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

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

The products are beautifully scented and are lovely to use. But if ordering online as oppoesed to high street shopping Buyer Beware. Terrible company to deal with. Emails make no reference to a name on the account and leads to believe this is a scam company. Getting through to customer care is a nightmare and persistent lengthy delays of up to 5 days and automated emails frustrate. Sadly my online experience with what should be outstanding from a company which carries a " by appointment to the Queen" crest was appalling Frustration plus plus plus. Advice - Buy elsewhere or in a high street. Definitely avoid buying direct from this company. Delivery was by DPD, and the driver left the parcel in an exposed location, open to all elements and potential for theft. Driver could not be arsed walking another 15 meters to leave in a covered location at the porch and rap the door.

I placed an order last Sunday, one week ago. I made a mistake on my email address. Tried to change it in my online account but it’s not possible to do online. I phone LAST SUNDAY. The customer service guy said he couldn’t do it either and to send an email. I did but no reply. I tried calling them today, SUNDAY. and there’s a message saying their opening hours are Monday to Friday. This despite me calling the same number last Sunday and speaking to someone. My item has not been delivered. My account is showing both ‘order in process’ and delivered to my address. I am shocked at the lack of customer service at a company such as this. Wish I’d read the reviews here before I purchased online.

Bought product off the molton brown.eu website. Ordered it from Ireland on a Saturday and received goods the following Tuesday. Excellent service.

I was very disappointed with my Molton Brown diffuser refill. It doesn’t smell at all and having had a diffuser as a present I was keen to keep using the product. Despite emailing them they have done nothing to put things right. This was an item not fit for purpose and they should put this right. I was shocked to see how many poor reviews they have, not good enough for a top brand company. Unhappy customers will ultimately mean poor sales.

We ordered a perfume through Molton Brown’s Spanish Company/representative. Perfume was never delivered to us but to somebody Else 60 kilometers from us. Neither Molton Brown or their Spanish repræsentative was interested sending a replacement perfume. We will never buy anything from Molton Brown again although we have been buying their products for 15 years +

Have ordered online many times before without an issue but on this occasion my delivery has been cancelled by DPD on 9 consecutive days and MB don't seem to be doing anything to resolve the issue. Totally unacceptable.

Placed a £150 order two weeks ago for Christmas.
So finally decided to see what’s going on, and told me that unfortunately everything is out of stock and offered me alternatives. Even had the cheek to blame DPD for damaging the order even though it had not arrived at their depo.

When spending such a large amount on a few hand soaps and moisturisers, you would think the level of service would be greater than what it is.

Ten years+ I have been using your company, so this will be my last!

Use at your own peril, but for me I’m done!

Julie the sales advise was very nice and a delight to deal with professional and very caring to my elderly mother .I can't recommend her highly enough thanks Julie !

I had an issue with a gift card which was refused in store (allegedly expired which it was not.)
On contacting Customer Services I received excellent customer care, prompt and professional.
Many thanks to Jane Goodwin excellent service.

What a nightmare. Used a gift card and my credit card but as they are both on the same page, instead of the gift card balance being deducted the whole order went into a glitch. I checked my credit card App & 6 payments pending. I rang MB and advised nothing will be taken
And I had to do the order by phone but nothing for the probs. I contacted my credit card company and definitely a glitch with MB, 6 X£39 could come out of my account tomorrow. I used my bank card with the gift card to ensure no mistakes. What a carry on, I think lots of companies are glitchy of late but trying to get your money back is yet another hurdle and delay. Molton brown do not give refunds either!!
This isn’t the first company I have had glitches either so buyers beware. Still waiting by the way as yodel confirbed delivery Saturday, Not today, No. not ever again.

Flawless products and customer service. Genuine, helpful and consistent. It is a pleasure to be a customer of Molton Brown. A luxury brand with luxury service.

No support for Dyslexic or blind customers. I am writing this for my Mother as a long term of customer for decades, of an expensive brand like Molton Brown...Alarmingly they told her that as she does not CHOOSE to get email marketing, kinda reading isn't her strong point...she cannot opt in for the BIRTHDAY GIFT...she only receives text marketing, so not good enough! The store she asked didn’t add her birthday on, and customer service don't support dyslexic or customers with any learning disability or inability to write, such as a blind customer...These customers have to get a n other to write an email...only...to Molton Brown to ask for the customers birthday to be added...no option…or trawl through receipts and to show when you visited store then…PROVE...you asked the store staff member, also giving that store staff members name...to identify whom you asked and when etc etc...WOW so this is being customer centric to Molton Brown...explain again why we are so desperate to shop with Molton Brown...I think may be White Company sell a huge selection of what this, less than customer centric, and ruthless and hostile toxic company do...make sure your not partially sighted, blind or dyslexic and can read emails…or have any disabilities when you choose to be a customer of this brand…they clearly don’t care about these people…

Pleased with service and products are lovely. Thank you.

Had ongoing product issue since before Xmas and as gesture of goodwill MB were going to send me a few small items. The items never arrived and as it was sent without being tracked royal mail are unable to check the delivery. Contacted customer service and as they were sent as gesture of goodwill no replacement will be re-sent 😢 been contacting daily and even offered to give different address for the parcel but the case has been sent to a higher escalation department who have said case CLOSED. How can a big company like Molton Brown treat customers like this and leave them upset, disappointed and frustrated.

I love Molton Brown products and I always find the in-store experience to be great whenever I've shopped in the Glasgow Buchanan Street branch. However, I do think the online experience could be improved. On one occason the free gift box did not arrive with my items (nor the chosen free samples), which was disappointing as it was specifically ordered as a present. Also, compared to other similar companies I find the delivery times to be quite slow, but I accept that there are general delay issues for many companies in the current climate. In short I'd choose shopping in-store with Molton Brown where possible over online purchases as the level of service is more in line with products at this price point in my opinion.