Molton Brown Reviews 445

Love the products however when I went to sign up on the website for 15% off it wouldn’t recognise my surname. So I gave up

I returned a gift set (Orange & Bergamot Shower Gel & Lotion) in its complete, original packaging, along with a travel perfume. Molton Brown claim the body lotion — an integral part of the gift set — was missing from my return, which is simply not the case.

Despite multiple emails, I have received no resolution. To make matters worse, their response has been to repeatedly offer to send me a returns label so I can post back the body lotion — an item I do not have, because I already returned it as part of the complete gift set. Being asked again and again to return something I have already sent back is not only frustrating and baffling, but genuinely upsetting. What makes it worse is that the mistake is theirs — yet somehow I am the one being treated as a liar and a thief. That is an appalling way to treat a customer who has done absolutely nothing wrong.

I requested an exchange and a £16 refund (previously agreed by their team), and neither has been actioned.

For a brand at this price point, the customer service has been deeply disappointing. I hope they resolve this — but I wanted others to be aware before purchasing, particularly if they ever need to make a return.

I was blown away by the customer service by Amanda at Fenwicks Newcastle Molton Brown department today.
Nothing was too much trouble to help me decide on which product would suit me best.
I purchased two lovely products and received their free promotional gift too.

I visited the Molton Brown store at Cheshire Oaks Designer Outlet Village at Ellesmere Port yesterday to purchase some shower washes. The customer service I received was 5 star and second to none. I was served by Kat who was so professional and helpful. Nothing was too much trouble and she made time to make sure my customer experience was as good as it could be. Kat made me aware of all the new products they had had in since my last visit to the store. Kat is a great communicator and a superb ambassador for the Molton Brown brand as are all the staff in this store.
I have visited this store regularly for a long time because of the friendly and professional service I receive, I make an effort to go to this store purely because of the excellent customer experience I receive even though I don’t live locally to it.
I would like to thank Kat and all the staff at Molton Brown Cheshire Oaks for the brilliant customer experience they provide. They are always pleasant, friendly, knowledgeable and professional and always go the extra mile for their customers making it an essential store to visit for myself to do my Molton Brown shopping. I have been a regular Molton Brown customer for over 20 years and the quality and value for money is second to none in my experience.
I would like to express my sincere gratitude for all their dedication and hard work, Hywel

Received my order today,it was a special gift, however really disappointed with my parcel as well,it’s arrived in brown packaging and the shower gel was not done up and as a result the shower gel’s leak and the smell, it’s all over the items. Ruined I’ve contacted customer service but no reply and I also sent pictures with my email. Molten brown is a luxury brand and I would expect better care from them! However what a let down, I really need this item urgently as it’s a special gift for Wednesday birthday gift. It’s cutting it very fine.
My order number is
491276870

I would give a no star review if I could. ordered a gift set for a xmas present which was delivered by Amazon. The driver broke into my garden via my padlocked gate and I have been asking MB and Amazon for redress for this for weeks. All I get is that they are investigating but no action. Beware if you order gifts online that the delivery service is awful and they simply do not care

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!

Men’s products and general gifts. I buy a lot from Milton Brown because they are of high quality and priced well. They make good gifting sets as well. Boxed well for gifting. Excellent quality. Good lever of notifications on delivery.
Highly recommend.

I am now posting a review of Molton Brown because the review I gave on Molton Brown’s website is critical of their poor customer service and they would not publish it !
I was given a lifestyle gift card for Xmas , to redeem this card I had to convert to 2 £10 vouchers with product codes & PIN numbers. I placed my order and went to pay , the total value of my was £95, the first voucher down dated the total to £85 but the 2nd one would not work ? I paid the £85 and tried to place another order assuming that you can only use 1 voucher per transaction? It would not recognise the 2nd voucher but my balance with my Molton Brown account is £10 ? I abandoned the transaction and emailed Molton Brown customer services but they so far have not replied ? Very poor from a company of this size but maybe not surprising considering their Trustpilot is only 2.4 out of 5 .

Further update- another week has passed and still no contact! UPDATE-I have completed the extra information. However I had already sent all the information including photographs of the products which are not fit for purpose to moltonbrownisolee (it will not allow me to add it fully here) . I am located in Spain so the telephone number provided is 3.50 per minute! I just want a refund to be processed please… my order number is MOL2862 Having placed an order for a gift on the 12th January and’s choosing express delivery which I chased twice through the email address supplied and receiving no response it finally arrived on the 21st January. It was in a box that was too small so the candle packaging and candle were damaged. I once again emailed including photograph’s and again haven’t had a reply. I’ve now had to go out and buy an alternative gift. This morning I found a telephone number online so telephoned only to be told the number was charged at 3.50 per minute… totally unacceptable non existent customer service

Still no refund. Molton Brown has the worst customer service refund process ever. Here it is January 3rd 2026 and I still can’t receive a refund for an order that was cancelled on November 28, 2025. I reported it as an issue with Klarna with evidence of them saying the order was cancelled and they had the nerve to report something different to Klarna so I’m paying for something I don’t have. I hope they never make another dime because this is absolutely ridiculous! 492512415 is my Order number and before you respond to this review, check your records and get your mess together because contacting y’all makes no damn difference!!!

NEVER EVER will I deal with this company again as they don’t have a simple returns or exchange policy. I bought my husband his usual Dark Leather EDP, but also a sample box of tester fragrances to try. He really liked Mesmerising so we tried to return/exchange but it’s absolutely impossible the company customer care is non existent.

Today I received my package of bath soaps and were delivered on time for my yearly bath. There was a lot or soap so I couldn’t resist (as soon as the driver left) it’s one day early so I was a little nervous to rub it all over my fat middle aged body. It smelt very nice . I cold not see how it affected my lower half as my belly covers that very well. That’s when the trouble really started because I slipped in the soap and cracked my head open. I only have limited access to rain water coz I don’t want to use that ( reused water )out of the tap.
That is when I shouted Joffrey my butter to come and help me.
When he came I asked him for a hand and he said “I will go get you one”
And that’s the last thing I remember before waking up hanging face down dangling from this cane and thinking to myself how to get down.

On the plus side, I have used their shower gels for a number of years, and used their stores without any issues. However, should you need customer service, my experiences have been awful. Last year, after buying a £40 refillable pump, the pump itself failed after a few uses. Their response was to send me a link to their website to buy a replacement for £1. As it happened, they had free delivery on all orders so I shelled out £1 and it must have cost more to send by DPD.
Lately I have queried lack of loyalty points. Was firstly told that my birthday points had been missed due to an error and would be done manually. That didn't happen. The next person told me that the birthday points had been halted, which is not the case according to their website. I got a long email reply about all my queries, most of which was factually incorrect. The next person I spoke to said that they could not see any of the emails, but would get back to me.....which they haven't.
Rubbish customer service considering I am a Gold level loyalty customer.
Will be looking for alternative proucts

UPDATE
So after my initial review, I had a request for more information which I provided. I then had a 'standard' reply to say they are looking into it. Taking into account the holidays, 2 business days later, I'm still waiting.
To put this into perspective, my issue with reward points amounts to, at most, a few pounds in benefit to me which I would have to spend in MB anyway. This has cost more than that in staff time, but for me it is now the principle. You advertise something, you deliver and if you fail along the way, sort it quickly and move on with a happy customer.

Further update 8th January. So after my last update, have had a call from MB, and at the end of the day, my points have been adjusted and I have had a delivery of complimentary goods. Could have been sorted so much earlier, but I am now happier. My adjusted score reflects that.

There is NO online return option!!!
And the instructions on how to return are super unclear. Terrible experience

Horrible shop, Regent Street

I HAVE BEEN BUYING MOLTON BROWN FOR OVER 20 YEARS. MOLTON BROWN HAS ALWAYS BEEN EXPENSIVE, BUT WELL WORTH THE COST. NOT IN THE FUTURE.
I ORDERED 6 BOTTLES OF BODY WASH. ALL 6 BOTTLES WERE PLACE3D INTO ONE BUBBLE BAG WITH NO PACKING. 2 OF THE BOTTLES LOST THE CAPS IN TRANSIT, THE BODY WASH WAS EVERYWHERE. I CALLED CUSTOMER SERVICE, TO BE TOLD THAT I NEEDED TO PROVIDE PHOTOGRAPHS.
NOT POSSIBLE. ALREADY CLEANED UP THE MESS.
I AM LOOKING FOR A REPLACEMENT PRODUCT.

I have been a regular customer and am writing this review because of repeated issues with order fulfillment. This is the third or fourth order where items have been missing.

My most recent order, which arrived today, was missing:
1. The complimentary Gift Box packaging that was clearly selected and confirmed in my order details.
2. The complimentary sample I chose during checkout.

This consistent pattern of shipping errors clearly points to a systemic failure in the packing process.
Compounding the frustration, their customer service is inaccessible. The advertised toll-free number hours (3 AM - 3 PM EST) appear to be incorrect. I have tried to call thrice withing the hours but always get the message that their offices are closed.

While I love Molton Brown products, the continuous errors in shipping and the inability to contact support reliably have ruined the online shopping experience. I have now contacted them via their online form and expect a prompt resolution to this recurring problem.

UPDATE: I reached out to customer service using the online form. They responded quickly and sent a gift bag and several samples. I am happy with the resolution. However, I would like to see Molton Brown fix the systemic fulfillment errors that several customers, including myself, have complained about and update the website with accurate phone hours. Molton Brown products are excellent, and it is a shame that fulfillment comes with so many issues.

I ordered a black pepper gift set (shower gel and deodorant)
The picture showed a nice box and I even ticked a box asking for a gift box. What I received was the two products rolling around an amazon box. This is misrepresentation. I emailed customer service who said they had run out of gift boxes but would send me a gift bag. Why not do this in the first place? Its just not good enough in the run up to Christmas. I wont be using MB again as I feel trust has been lost

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.