Molton Brown レビュー 

A FUIRE ABSOLUMENT

J’ai passé une commande, il y a plus de six semaines, cette commande elle est arrivée incomplète car un des parfums de 7,5 ml était absent et le bouchon d’un autre parfum n’y était pas non plus. J’ai contacté le service client qui m’a confirmé un remboursement dans les quelques jours qui suivent. Trois semaines plus tard, n’ayant toujours pas eu de remboursement, je les ai recontacté, ils m’ont reposé les mêmes questions comme si c’était la première fois qu’ils entedent parler du problème. La fameuse question est-ce que le colis est arrivé abîmé? Question à laquelle je répondais toujours que non, l’emballage était intacte, le parfum n’y était pas. Il continuait à me répondre qu’ils vont examiner le souci et moi j’attendais. Cette semaine j’ai essayé de les recontacter et ce matin je reçois ceci :

Notre équipe d'enquête a examiné votre compte.

Nous avons visionné les images de la caméra de sécurité filmant l'emballage de votre commande.

Les images montrent que, cette fois-ci, votre colis était correctement emballé.

Malheureusement, nous ne sommes pas en mesure de vous offrir un remboursement ou un remplacement pour le moment.

Nous avons fermé votre compte et n'accepterons plus de commandes.

Nous vous prions de nous excuser pour la gêne occasionnée.

Donc, pas seulement, il me vole mon argent, mais en plus c’est moi qu’on jette de voleuse. Et en plus il bloque l’accès à mon compte. Il est inutile de préciser que plus jamais j’achèterai cette marque alors que j’étais une cliente fidèle , et que je ne me laisserai absolument pas faire, et je ferai tout le nécessaire pour Leur faire payer leur manière de traiter leurs clients bien cher. À éviter absolument si vous tenez à votre temps, énergie et argent.

Sent me an email but no product.

I am not one for reviews but this Molton Brown Store in Windsor is awful. What poor customer service they offer. I went in to the store with a view to buy a gift, not allowed touch anything, the sinks are not to be used. There was a short Indian lady who was just sitting on a stool miles away not bothered uninterested to help. I am disgusted with you Molton Brown you need to pump some money into training your staff and not just your products. Shameful.

Disappointing that they use DPD.at for deliveries in Austria. No emails received re:delivery and when I contacted them it seems the parcel was never delivered due to "incorrect address" except it was my correct address! The customer service person had no solution except for me to refuse delivery and then 7 days later hope for a refund!
Not what you expect from such a company and clearly I will not be ordering from them again!

I have bought a lot of Molton Brown products and although it is over priced it is a quality product .... or was. Now it has been diluted down and runs out of the bottle like a cheap knock off. Molton Brown have compromised the quality of their products and need to appreciate that it's not just about scent. Shame.

Only recently discovered however I haven’t been able to use any other shampoo since! I have the shampoo, conditioner bodywash and lotion all amazing products and fragrance lasts all day. The hydrating shampoo works really well on my girls who both have curly hair.

Went to molton brown outlet shop at Freeport Braintree. The sales assistant Julie was wonderful recommending products advising us of special deals etc
Truly an inspiration and as always I ended up spending more than I'd planned

After the state my Molton Brown order turned up in when you used Amazon as courier, I won'tbe shopping online or instore again. No gift box, no sample, bottle scuffed and outer box soaking wet. I emailed your customer service dept but they wanted photos of the gift box I hadn't received and photos of the wet box - which by this point had disintegrated and was in the bin. Customer service at Molton Brown is now appalling - you don't seem to care at all about your loyal customers and I have been both a personal and corporate customer for years previously.

I like the fragrances and range of choice that Molton Brown offers in their shower gel range. What I do not like, and what has motivated me to write this review are two things:

1 - extortionate prices for shower gel products. Think £25 is a ridiculous price to pay.

2 - The bottles that the shower gel is placed into. Ive recently purchased an expensive set of three 300 ml shower gels online and when it arrived, two of the bottles have leaked a significant volume of gel from them. That was even with the seller taking precautions to try to mitigate this from happening such as using parafilm tightly wrapped around the bottle lids. It ended up that I travelled to Belfast from my home (a 60 mile round journey) to purchase a replacement shower gel for one of the bottles in the Molton Brown shop. This cost me £22.50 plus the cost of my fuel getting there and back.

MB website is awful for raising a complaint due to character limit. Why is there a character limit?

Suffice to say I dont think Id purchase Molton Brown products online anymore. I may not even purchase their products full stop until their prices are reduced.

Ordered a birthday gift for my friend Amazon said they had tried to deliver to me Wednesday a complete lie as I was in the house. Emailed but getting nowhere take your money but do not deliver the goods. Placed order on 27 Jan still waiting will now have to purchase an alternative gift for my friend. Lovely products shocking customer service.

I been using Molton brown for well over 20 years and it is the best body washes I have ever used. I spend hundreds a year on products but recently changes to the loyalty program have left me perplexed. They have limited the amount of points you can earn in a single year for no reason what so ever. Never have I heard of a company doing this as it’s makes zero sense what so ever and who ever came up with that idea should be fired and not hired again to help run a loyalty scheme.

I can’t get my head round why they would even think this is a good idea.

Placed order and tried to cancel next day before dispatch, Molton brown ignored my e mail and still sent goods.
Tried to contact Molton brown for return address and would not respond or answer calls, returned to warehouse address I found but now Molton brown will not respond regards refund so I have raised a visa dispute. Don’t waste your time with this company as there are so many professional other brands out there that help as much as they can. Ps don’t call Molton brown, it cost me £3

I’ve been trying over and over again to reset my password but a link never comes through. This is the second time I have had this issue in the last couple of months. I wanted to place an order but can’t. I have checked my spam and junk folders. I also joined the loyalty scheme when I first ordered but no points were awarded and when I queried this with customer services I did not receive a reply. Nice products if you can actually place an order.

Website ridiculous. I've wasted about an hour over the past 2 days trying to navigate their ropey website and told I'll get free delivery, to have the delivery cost added on at the end of the checkout each time I try. Joke.

Update to my review of 10 /12/24 as couldn’t edit the post.

After numerous emails , phone calls etc and getting nowhere I eventually got a call back from a lady who seemed to understand what my problem was and admitted it wasn’t well handled

I’ve now got message saying my refund is being processed and they’re also sending me a gift.

It’s just unfortunate it took so long to find out my original order was lost , replacement never was logged and refund never processed despite four emails and three phone calls over three days.

I wish I’d got opportunity to deal with this lady in first place , would have saved a lot of unnecessary hassle and frustration. Think she was senior advisor and I was very glad to speak to someone who understood the issue, however I will never be ordering from Molton Brown again.

Website horrendous. When you click on a product it comes up blank. Totally useless. I wanted to buy Christmas presents from there (10 in all) but ended up with none! Rubbish site. Rang customer services and was promised a callback. It didn’t happen.
I shan’t bother with MB ever again! I can’t be the only one, so they must be losing custom hand over fist! Absolute rubbish service!

Ordered an item on 27 November 2024 still waiting on delivery and attempts to contact via email multiple times have gone unanswered. Since my review I was contacted by Moulton Brown and my issue has been resolved and they also sent me a complimentary gift as an apology.

Ordered a box of shower gels for my daughter for Christmas. When it arrived box was broken and the bottles rolling around inside. I contacted you via your website. Nothing. Contacted you again. Nothing. Does anybody bother to read the queries sent in?

I went into Fenwicks who have a store in my town and spoke to a lady from the Molton Brown franchise there who could not have been more helpful and gave me a new box plus tissue paper for wrapping, free.

Very poor customer service and I note there is another post on here with the same problem and the same response.

You have asked for additional information re the above. It was all on my emails to you. I no longer have it.

Update: since leaving this review, Molton Brown couldn’t have been more helpful. They rang me (although I missed the call) to apologise and got a new order out immediately.

I ordered a few Christmas gifts in the Black Friday sales. Although not a fault of Molton Brown, the amazon delivery driver left it at the wrong property (not a property I recognise from the photo).

The issue I’m now facing is trying to get any kind of response from Molton Brown, let alone a refund. I’ve had 1 reply explaining that on their system it’s showing as delivered, even though I explained it’s been delivered to the wrong property. I’ve emailed twice since with no response.

I usually pick up my Christmas presents from a Molton brown store, who were always amazing over the years, however my local one has closed down. Very disappointed with the online service I have received and I won’t be shopping though the website again.

I ordered a Christmas present. It came loose, rolling around in a plain cardboard postal box. Not suitable to give as a Christmas gift as looks as if I am regifting.
When I queried and asked to be sent a branded box or bag this was refused. Not the behaviour I expect from a luxury brand.
I’ll buy gifts elsewhere in future.

To update - following this review I was contacted by Molton Brown. They have sent a gift bag and logo tissue paper. The outcome is good but it shouldn’t be this difficult to buy a present that looks like a present. I have changed my rating from 1* to 3* in recognition of the efforts to make things right.
The lesson: complain on trust pilot, not directly to the company’s customer care department.