moltonbrown.com Reviews
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2.3 / 5
Average user rating
444
Total reviews
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moltonbrown.com Reviews
Read real experiences from customers of moltonbrown.com.
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Teresa
March 14, 2026
Disputed return handled poorly — still unresolved
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.
Sally Lamb
March 3, 2026
Exceptional customer service…
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.
HYWEL JONES
February 26, 2026
I visited the Molton Brown store at…Cheshire Oaks, Ellesmere Port and received superb customer service service that was second to none
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
Scott
February 21, 2026
Received my order today, it was a…DAMAGED
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
Disappointed
February 4, 2026
I would give a no star review if I…
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
Robert Roberts
January 26, 2026
I bought sweet mint and lavender for…
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!
Friend of Ted
January 24, 2026
Highly recommended
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.
Mark Dorey
January 22, 2026
I am now posting a review of Molton…
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 .
Catherine Cullen
January 22, 2026
Non existent customer service
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
Maria Foster
January 3, 2026
Still no refund
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!!!
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