Molton Brown レビュー 

Quality Products, knowledgeable, courteous and helpful staff. What is not to love about Molton Brown Products! Use them everyday. The fragrances are lovely. Store staff are always helpful, friendly and polite. My latest and most regular visits are at the Gretna Outlet store. Always grab a bargain :-)

My family have been using Molton Brown products for years, we absolutely love them. Unfortunately last order had become missing. Delivery driver left it outside on a street next to our block. After speaking with all my neighbours, I contacted Customer service of Molton Brown. They answered immediately. They said they would investigate and come back to me ASAP. Next day I received an email where they said they would replace my order and investigate the issue with delivery company. I received my replacement order 2 days later. It made me and my family very happy! I would like to thank Molton Brown for amazing products and for outstanding service!

Nice products and staff in stores are great. But totally let down by terrible customer service I've been a loyal customer for years but following my recent run in with the online customer service team I can safely say I will never use them again and would advise anyone reading this to keep clear.

I visited your store to try and understand your points system. I have always been told that each time I buy something the points add up and last a year from the last purchase. I phoned customer services and spoke to Melody who said this was incorrect and some of my points will expire on 28 October. I asked to speak to a manager and was told 'No' .How can I build my points total like this? The staff said they had never been told this. I am confused and annoyed.

I am completely gutted and deeply disappointed by my recent experience at the Molton Brown counter in Heathrow Terminal 5. I purchased three full-priced products, expecting the luxury experience and "craftsmanship" hospitality this brand constantly boasts about. Instead, I was handed a single, measly sample. One.
It is frankly shameful for a brand valued at over £100 million—and owned by a multi-billion-dollar global corporation (Kao Corporation)—to be this stingy with their paying customers. When you spend a premium at a high-end boutique, a generous touch of customer appreciation shouldn't be too much to ask.
Molton Brown likes to market themselves as artisan craftsmen who care about the luxury experience, but their customer service tells a completely different story. If a massive, incredibly wealthy corporation cannot afford to treat customers who buy multiple items to a few decent travel samples, they have completely lost touch with what true luxury means. A massive disappointment. I won't be rushing back.

My order arrived damaged and upon notifying Molton Brown they immediately provided replacement products and a couple of miniatures. Really pleased with the products and how they are presented.

Had a major problem with my order given I paid via Apple Pay unfortunately it is attached to my home address not to where I wanted it to be delivered. I rang customer service immediately spoke to Niki who the sorted problem with kindness efficiency just had an email confirming parcel being delivered today to the correct address. Well dome Molton Brown especially Niki

I ordered a gift online to take advantage of the 20% off. The order I received was incorrect and damaged. Completely unusable!
I went online to contact customer services, the online contact form does not work and using the 'need help' facility advises they will contact me within 2 days.
Not good when I needed give the gifts almost immediately.
I love Molton Brown products but will probably buy instore than order online. Very disappointing customer service

UPDATE:
A very nice lady called me from Molton Brown and offered to refund/replace my order.
I had a replacement order and my complaint was resolved quickly and efficiently. Thanks for the speedy replacement, received in time to give as gifts as planned - appreciated

Molton Brown have a reward scheme like many companies nowadays but unfortunately they do not notify when points are due to expire. I raised this issue with Customer Services as I logged on the day the points had expired and thought it would be good practice to notify loyal customers before hand. The reponse received was "Unfortunately, we are unable to email all of our reward customers with a running total, or reminders of expiry dates" so does that mean they only email some or do they prefer to let the points expire without notice so the customer loses out! A company as large as Molton Brown shoud be able to offer this facility! Very poor I'm afraid!

There was a problem with the delivery of my molton brown purchase. I immediately reached out to customer service who were absolutely amazing and efficient and sorted my issue straight away.

on september 24th I placed an order,
on september 28th I requested the tracking number as I had not received it yet.
They shared the tracking number, but the tracking number showed " waiting carrier pick up " for a week.
on the 29th i asked them why the tracking was not updating.
on the 1st of october they informed me: We’ve tracked the package, and it appears it’s on the way back to our distribution centre following unsuccessful delivery attempts due to an incomplete address.

meaning the tracking that they had given was incorrect, but I also didn't receive any tracking through mail .

It has now been 6 days, 7th of october and I have yet to hear back from them.

The worst customer service I have ever had?

Useless website, won’t let me in my account, tried to get email to reset it, it didn’t work, tried to contact customer services, didn’t work, tried to order as I clearly have an account as I received an email about an offer and offered £5 worth of points but couldn’t receive this and it would not let me in, very disappointed!

I emailed customer service for some information about a product, the heavenly gingerlily range,which I love.
I wanted some information about the heavenly gingerlily perfume which I had not experienced.
They were extremely helpful, and the lady who replied, named Olivia, gave me lots of information, and helpful advice.
Very polite and prompt with replies.
I couldn't fault the company, or their staff at all, based on my interaction with them today.

Not happy do be aware that when you buy from molton brown your not actually getting it from them! I according to them had my order delivered i did not they are not on my ring bell camera and neither did they ever attempt to ring it apparently its amazon.

Well amazon should know exactly where i live since i buy enough from them. Of course Amazon should have according to molton brown given me proof of delivery?

I have had absolutely no contact from amazon at all i shall be contacting paypal whom i purchased through"

Take your money and then don't want to give you what you pay for more like

You have been warned

UPDATE: Following my review, Molton Brown contacted me directly, reconsidered the matter and issued a full refund for my order. I appreciate that they ultimately acknowledged my experience and brought the matter to a satisfactory resolution.

Very disappointing customer service experience. My order was placed on September 8, and although Molton Brown contacted me to verify my address, the address was subsequently altered and FedEx delivered the package incorrectly. I ultimately had to work directly with FedEx myself to locate it.

Molton Brown later offered luxury miniatures as a goodwill gesture and told me they were on their way. However, after they failed to arrive, I asked for tracking information and discovered they were only shipped on September 29 — after my follow-up.

I also requested escalation but was never contacted directly by the Escalations Team. I love Molton Brown products, which makes the experience especially disappointing. Far too much time and effort was required on my part to resolve what should have been a straightforward issue.

I had an issue that customer service were very quick and helpful with. I have bought lots of Molton Brown products over the years and have loved them all.

Love all bath & body items from MB. The smells are unique, and if you can get them at knock down prices, you can order lots more. Love to gift them, it makes friends think you're so generous, which of course you are because you,d rather be keeping them for yourself. On occasion when l,ve used customer service, been very helpful and problem sorted to my satisfaction. Highly recommend MB products.

I have been buying online from Molton Brown for many years and have been happy with the products and services. However, I recently tried to buy the 2026 Advent Calendar and my card was declined, so I tried another one which was also declined. There is no issue with either card as they continue to work with other sites. After contacting customer service, I did all the usual things (clear cache, try a different browser) none of which worked. I even tried a third card which was also declined. This has now been referred to MB technical service department. Unless they can sort out the problem, I won't be able to buy from them again! Am I the only one to experience this?

My Package arrived on time. Molton and Brown first class service as always
Thank you again.
Garry Lloyd

My order arrived with a couple of days. I thought one of the products was missing so got in touch with customer services. I had an immediate response and a follow up, soon afterwards. Excellent service very efficient.