If I could give no stars at all I would. My sister-in-law purchased a bangle for my daughter’s first Christmas, a sentimental keepsake intended to be treasured for years. Yet after just THREE... See more
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I ordered some beautiful earrings for my daughter from molly brown and they look so cute. Unfortunately we lost one of the backs of the earrings which I was gutted about. I emailed the team to see if... See more
Company replied
Paid £90.00 for a bracelet that had a birth month gem stone, it arrived bracelet had finger marks all over it, the gem stone is extremely poor it isnt a gemstone it was a matte green stone unlike pi... See more
Company replied
Beautiful jewellery. I purchased a personalised bracelet as a birthday present for a friend and the piece was stunning. Such a lovely gift. There was a tiny issue with the engraving which was re... See more
Company replied
Company details
Written by the company
Founded in 2006, Molly Brown London was dubbed 'Tiffany for girls' by VOGUE. We believe every piece of jewellery given to a girl should represent timeless British luxury. Designed in London with impeccable attention to detail, our collections combine simplicity and sophistication. All pieces are adjustable, ensuring they’re cherished for years. Molly Brown London is an Assay Assured Retailer, and our jewellery is tested by Bureau Veritas, with CPC and CPSC certifications.
Contact info
London, United Kingdom
- customercare@mollybrownlondon.com
- www.mollybrownlondon.com
3.5
Average
51 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 50% of negative reviews
Typically replies within 24 hours
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Birthstone Bangle
I bought a personalised birthstone christening bangle. There was a small issue with my engraving request which they they were very quick to contact me about and it was resolved straight away. The packaging was beautifully presented and the bangle itself is stunning. Very pleased!
3 May 2022
Unprompted review
Reply from Molly Brown London
Dear Greg,
Thank you so much for your kind words.
It’s always so nice to hear positive feedback.
Kind regards,
Customer Care
Molly Brown London
Don’t be fooled in thinking you will…
Don’t be fooled in thinking you will get 10 per cent off your 1st order they never send you a code this has happened to 2 people I know then they pester you with emails
8 March 2022
Unprompted review
Reply from Molly Brown London
Dear Mr Whatley
We are very happy to provide discount codes to people who sign up to receive our newsletter. The codes are emailed to customers through an automated email service and sometimes, these emails can land in Junk Mail folders. This is beyond our control. We email customers once a week with news about new product launches, sales and events and of course at any point, customers can opt out should they wish to.
We are sorry that you have not received your discount code and had you contacted us we would have provided you with a discount code immediately.
Please do contact customercare@mollybrownlondon.com and we will come back to you straight away.
Kind regards
Molly Brown London
Bought two necklaces identical one was…
Bought two necklaces identical one was beautiful the other one was tarnished emailed customer care absolute joke what customer care is there with molly brown very disappointed with out come get it cleaned myself I would of thought at least they could of cleaned it themselves will never buy anything else from them.
30 December 2021
Unprompted review
Reply from Molly Brown London
Dear Ms Powell,
I am sorry to hear you are disappointed. I would like to reassure you that the necklace is made from hallmarked 925 Sterling Silver and is one of the most popular in our collection.
Molly Brown London is widely considered to be the leading children's jewellery brand, and our high reputation has been built up on the quality of the jewellery.
We are an Assay Assured retailer which means all our jewellery is tested, certified, and hallmarked in the UK as a guarantee to our customers of the quality of materials used within the collections.
Please see here a link to the accreditation from our website:
https://www.assayassured.co.uk/clients/assured/certificates/e24de952-2631-11e5-b362-001999b0ee30.php
Additionally we have had the entire collection tested by Bureau Veritas (globally recognised agency) who assessed the jewellery materials and we were awarded with CPC Certificates and CPSC Certificates.
All of our jewellery is sent in perfect condition, however we understand that in this instance the jewellery had been stored away for some time, and as with any Sterling Silver product tarnishing may occur.
This is a natural process, and it is not a fault with the product. We offered advice on how best to clean, store, and take care of your Sterling Silver jewellery which we hope you found helpful.
Please do not hesitate to contact us again if you require any further advice.
Kind regards,
Customer Care
Molly Brown London
Reply from Molly Brown London
Dear Mr Parker
Thank you. It is lovely when customers take the time to leave positive reviews and we value this very much.
Kind regards
Molly Brown London
Pearl heart necklace
I bought the "personalised my first pearl heart necklace". I ordered it yesterday and it arrived today. Beautiful necklace of the finest quality. Beautiful engraving. All packaging intact and I can honestly say i have nothing but positive things to say! Thus is a gift for my grandaughters first holy communion and it is perfect. The chain looks and feels like a good quality chain. The pendant is exactly as it looks on the site. I will definitely be buying from here again and have already recommended the site to everyone I have spoken to today. I'm glad I didn't read some of the negative reviews on here as it would have put me off buying from here... but all aspects of my shopping experience from here is nothing but good. Thank you molly browns.
15 July 2021
Unprompted review
Reply from Molly Brown London
Dear Fiona
We are delighted to find this lovely review here, thank you very much indeed.
Kind regards
Molly Brown London
Very disappointing after reading such good reviews
I ordered a babies bangle. It came soaking wet. Outer and inside box. The bangle is supposed to be expandable however, it doesn’t stay smaller or bigger only the size it’s at now. My newborn daughter whom it was bought for doesn’t fix. My 10 month old niece it also doesn’t fit.
I emailed customer service and they refused to help me saying this wasn’t a fault when I highly believe it is. Asked for a refund and been told I can’t be helped. Absolutely disgusting. £145 for a rubbish bangle to sit in a soggy box.
28 January 2021
Unprompted review
Reply from Molly Brown London
Dear Sir/Madam
We are very disappointed to read this review.
All Molly Brown jewellery is very carefully wrapped at dispatch. We use a sturdy outer box and then the jewellery is delivered inside the branded jewellery box. It is extremely disappointing that the postman must have either been delivering in the rain, or left the parcel in the rain in a safe place. This is beyond our control and we apologise that this happened.
As stated clearly on every baby bangle product description throughout the website, the adjusters are not there to make the bangle bigger or smaller permanently, indeed trying to change the size of the bangle may well damage it. The adjusters are used to open the bangle so that it fits over the widest part of the wrist and then it returns to it's set size. All bangles within the collection are industry size and the dimensions are clearly provided, along with a Will it Fit? guide.
As the bangle had been engraved according to your instructions, unfortunately we were unable to accept it as a return as requested, this is industry practice.
Kind regards
Molly Brown London
still not received our order
still not received our order, was dispatched to royal mail 5 days. i contacted the post, no order there ???
5 January 2021
Unprompted review
Reply from Molly Brown London
Dear Ms May
Please can you contact us, if you have not already and we will be very happy to support you.
The email address is customercare@mollybrownlondon.com
Kind regards
Molly Brown London
Terrible overall
Terrible overall
Purchased a necklace and when it arrived it was tiny plus the fancy box was all smashed to pieces so I sent it back.
I paid for faster delivery then had to pay for the return - they didn't refund the postage.
When I called to ask about the return policy the person I spoke to was terrible, didn't show any concern, interest or empathy.
Won't use this company again.
9 September 2020
Unprompted review
Reply from Molly Brown London
Dear Mr Phillips
We have read your review with much disappointment. We offer FREE UK delivery on all orders however, you chose to pay for a premium Saturday Guaranteed service. This was your decision and we fulfilled and delivered your order in a timely manner.
When you asked us to refund your delivery costs, we explained that we do not offer free returns, nowhere on the website do we say that we do. This would have been explained to you in a respectful manner.
We are sorry that the gift box you received was damaged in transit. Had you wanted us to send a replacement jewellery box for you to use, instead of returning the jewellery to us, then of course we would have done this immediately at our cost.
We have hundreds of positive company and product reviews on our website and as we have no account with Trustpilot, we have only just found your comments here.
Kind regards
Molly Brown London
Shoddy quality and bad customer service
I ordered 3 necklaces, I took two to Australia for my grandaughters there, one was Ok and the other was missing a link on the extension chain, so it wouldn't go around her neck. She was very disappointed. I contacted Customer services with a picture of the chain. They wrote back accusing me of breaking it as ALL of their chains are RIGOROUSLY TESTED before delivery.
I had this mental picture of a person taking every chain out of its box, then nylon bag to rigorously test each one over the Christmas period ! I dont think so.
I was disgusted and disappointed in their attitude and customer service. What happened to courtesy to customers. If anyone from Molly Brown reads this...Shame on you
I wouldn't recommend buying this jewellery for children online, go to your local jewellers where you can feel the quality of what you are purchasing.
19 February 2020
Unprompted review
Reply from Molly Brown London
Dear Ms Harding
As we do not have an account with Trustpilot we have only just seen your comments here. We were extremely disapointed to read your feedback as at no time did anyone accuse you of breaking the jewellery. We do have rigorous testing and Quality Control proceedures in place and we pride ourselves on the quality of the jewellery in the collections. Molly Brown London is an Assay Assured brand which means that the jewellery goes through additional tests for quality when it is hallmarked.
We take pride in our customer care as we appreciate that many customers are making quite emotional purchases with us and so we also take photographs of the jewellery before it is sent to customers so that we know it has been sent in perfect condition.
I am so sorry that you have been unhappy with your shopping experince with us.
Kind regards
Molly Brown London
Quality not reflected in price
Paid £90.00 for a bracelet that had a birth month gem stone, it arrived bracelet had finger marks all over it, the gem stone is extremely poor it isnt a gemstone it was a matte green stone unlike pictures and the engraving is exceptionally poor you can barely see it. Iam devestated this was to be my daughters first bracelet and I looked at better quality bracelets at half the price, honestly think the packaging is better quality
In response to your response this was a year ago and also your company acknowledged the stone was Infact faulty and you replaced the item. Your responses come across as very defensive. Maybe take a kinder approach for future customers
12 December 2019
Unprompted review
Reply from Molly Brown London
Hello
As we do not have an account with Trustpilot we have only just seen your comments here.
Molly Brown London is an Assay Assured brand which means that the jewellery goes through additional tests for quality when it is hallmarked at the Edinburgh Assay Office. The collections are 925 sterling silver and featured in the collections are first diamonds, coloured gemstones and freshwater pearls. We certainly do not sell fake gemstones or pearls and Molly Brown London is widely regarded as the leading children's jewellery brand in the UK, indeed we ship globally on a daily basis and are pleased that our reputation for quality extends worldwide.
We also use state of the art engraving machines as used by most other major jewelley brands. The engraving settings are set to deliver the deepest incriptions possible, without running the risk of the engraving needle 'dragging'/not lifting in between each letter or word.
We are very sorry that you have been unhappy with your shopping experience with us.
Kind regards
Molly Brown London
I ordered a bracelet for my god…
I ordered a bracelet for my god daughter's Christening as they offer next day delivery which was what I needed.
Next day arrived, nothing there. The following Tuesday I receive a DPD sorry we missed you card. I called Molly Brown customer service and she said that according to her end it had been delivered next day but no body was home. I kindly explained that my wife had been in all day that day and hadn't received anything through the letter box. When I asked the lady from Molly Brown if I could have the next day delivery refunded she replied that they don't do that and if i wanted to wait for the DPD driver to turn up again and just sent it back with them then they could do me a refund!
It's 10 days later. I had to get in touch with DPD, reorganise the parcel to be dropped off. I haven't opened the bracelet yet. I'm sure it's lovely. Just a shame that the customer service is not.
13 June 2018
Unprompted review
Reply from Molly Brown London
Dear David
As we do not have an account with Trustpilot we have only just seen your comments here.
We are so sorry that the courier service you experienced was unsatisfactory. It is extremely disappointing for us when a poor courier service reflects badly on us. We pride ourselves on our customer care and are very sorry that on this occasion you were disappointed with your shopping experience.
We hope that you were delighted with the jewellery when it finally arrived.
Kind regards
Molly Brown London
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