Jo Malone London Omdömen 

I have ordered from Jo Malone sveral times and service has always been excellent but this time....
No order confirmation
Tracking did not work
No reply to me email
Phoned several times but no one picking up after I managed to get through the ridiculous menu.
eventually got an email saying DHL had lost my order twice, it ended up back at JM then DHL lost it for good! I was sent another phone number and had zero confidence at this point so cancelled my order.
Reviews of JML and Estee Lauder suggest that they have svere problems with Customer Service, quality and delivery.

I visited the Royal Exchange branch of Jo Malone on 9 July 2025 where I had an appointment for a hand massage with the assistant Sue. It was the most pleasurable experience. Sue made me so welcome, her knowledge of the brand was above and beyond and chose products perfectly align with my preferences. She is an incredible asset to the company.

On July 15, 2025, I purchased two perfumes from the Jo Malone store located at IstinyePark Mall in Izmir, Turkey. Before completing the purchase, I tested one of the fragrances on my skin and told the store staff that I was unsure and might come back shortly if I wanted to change it.

About 40 minutes later, the scent changed completely and became overwhelmingly masculine, which was not what I expected. I returned to the store to request an exchange — the products were unused, unopened, and in their original boxes.

To my surprise, the store manager (Ms. Başak) refused any kind of exchange, despite the fact that only an hour had passed since the purchase. Even worse, I later discovered that both perfume boxes had no cellophane wrapping, which raised serious doubts about whether the items were used, opened, or display testers. There was no indication that I had received new, sealed, original products.

For such an expensive and supposedly premium brand, this level of customer service and product handling is unacceptable. The lack of flexibility, professionalism, and care shown at this store is shocking.

I have filed official complaints with the Turkish Consumer Arbitration Board and the national government platform (CIMER).

Jo Malone’s global brand reputation should not be compromised by such unprofessional behavior at local branches.

Extremely disappointed. I will never purchase from this store again.

Date of experience: July 15, 2025

I was sending a birthday gift to my friend and texted a message which was not delivered and then the customer service says I didn’t submit any messages, so they say I am lying? That is so trashy! Not worth the money with such service

Welcoming staff, relaxing experience, wonderful hand massage. Thank you Tina and Raisak

The quality of the gift set was not worth the money and looks a little cheap. You would be better off buying a product not in a gift set or buy a set from a more luxury brand. The gift set will also not arrive with gift wrap even though it will be stated throughout your checkout journey and on your order confirmation. Customer service experience is not very helpful and quite rude as also experienced by other customers.

What a fabulous experience in the Glasgow Buchanan St. store this afternoon. The store was clean and inviting and the staff were attentive to me, their customer, from the moment I entered. Julie was super-responsive to my needs, gave me her full attention and some layering advice. She made me feel special and the only other customer in the store; you don’t get that kind of service everywhere.

Last Saturday Kris service has been absolutely amazing! Super grateful and happy for his advice and professionalism. OUTSTANDING SERVICE

We did the free wedding experience with josie in the metrocentre who was so lovely! She did a brilliant job of making us feel at ease so thanks so much!! She managed to up sell an extra perfume, soap and a cream so great at her job! We got personalised boxes which we will keep forever so thanks so much! X

Today I visited Jo Malone at John Lewis in Oxford street. I had a wonderful experience there thanks to Cassie. She helped me choose a fragrance and a complementary body lotion, and her knowledge and patience made the process truly enjoyable. Cassie took the time to explain the history behind the perfume, which added a lovely personal touch. Her passion and expertise really stood out—thank you for the exceptional service!
Thank you to Shaggy who helped with some of the packaging.
Lots of love
Savi ♥️

Horrendous customer service experience. Ordered cologne and body lotion for my mum’s 80th (one from me, one from Dad, so requested separate packaging) Both arrived in the same box which was absolutely filthy! Called customer services who were rude, aloof and unhelpful. Will NEVER order from you again. And I would not recommend online ordering. In store so much better. So sick of ordering pretty much anything online these days & constantly having quality issues & having to speak to disinterested, unhelpful customer service staff.

I recently had a free session with Rachel at the Kingston upon thames branch to find my own scent. The brand is obviously not cheap and this was the best way for me to truly find what I loved in the store. to be honest I have always found trying to find a new fragrance a bit overwhelming as there is so much choice out there and I often walked away with something that I liked on the day but regretted later. Not any more. Rachel put us both at ease from the beginning. I felt I could ask questions and she herself asked interesting questions to not just understand what I might like but to help me find a fragrance combination that represented my character. I have walked away with a few scents that can be worn in so many different combination profiles and I can't wait to enjoy them. Thank you Rachel you were AMAZING.

Do not order from this company!!!!!!

Placed an order and paid a lot of money for a candle for a birthday gift.
The candle arrived and the quality is absolutely shocking, huge air pockets and gaps in the wax. I have never seen such a poor quality candle for such an expensive price.

I contacted their customer service team who were completely unhelpful, did not care at all about the poor quality and were rude. Never had such a poor experience.

I am very upset and now have to go through the process of returning the item and I now don’t have a gift for my mums birthday.

Quality no where near what it used to be. I have been a loyal Jo Malone customer for 10+ years but in the last 2-3 years I have had to send countless candles back due to wicks not being central, wicks drowning, scents being weaker than before. It’s not only candles I’ve had issues with, hand wash pumps have broken, bath oil has no fragrance compared to years previous… I decided to start investing in Diptyque and the quality is miles ahead.

I have been a loyal Jo Malone customer for years, and reading some of the other reviews I felt I had to write something. Every store I have ever been in has had incredible customer service, and knowledgeable friendly staff who clearly love the brand. The new Farnham store is great, with amazing staff. People seem to be blaming shop staff for the fact certain sizes aren't sold separately, which is highly unfair. One of the reasons I love Jo Malone (apart from the amazing scents!) is I have never felt they judge you on appearance, where other shops would if you don't look like their typical customer. So please keep up the good work :)

Me and my partner went to the Cheltenham shop for a cologne for our wedding. The appointment is free and for 45minutes, however I think ours ended up being an hour. Claire was very attentive and was open to trying all the fragrances to find the right one (including combining). I was nervous to begin with as I don't shop luxury often, but we were put at ease. Brilliant experience and would go again. Can't recommend Cheltenham shop enough.

I am writing to express my deep dissatisfaction with both the customer service and product packaging I received regarding my recent order. I purchased eight 9ml bottles of cologne with the intention of gifting them to my bridesmaids on my wedding day, and chose the option for each item to be individually wrapped.

Upon receiving my order, I was dismayed to find that all eight bottles were wrapped together in one large box, despite my clear request for individual wrapping. I contacted customer service, who kindly offered to send appropriate gift boxes. However, the boxes that arrived were for 25ml colognes, which were far too large for the 9ml bottles I had purchased. As a result, these boxes and infill are unusable.

When I reached out again to customer service, I was informed that they do not have boxes suitable for the 9ml colognes, which seems contradictory, as I was later sent a complimentary gift that came in a 9ml-sized box. This lack of consistency and attention to detail is deeply frustrating and disappointing, especially from a brand of Jo Malone’s caliber.

The experience has left me extremely dissatisfied with both the service and the handling of my order. For a luxury company, I expected far better communication and fulfillment of requests, especially when it comes to something as significant as wedding gifts. I am now forced to return the items and will be seeking an alternative retailer for my upcoming purchases, including gifts for the groomsmen and our parents.

It is truly unfortunate, as I had hoped to make Jo Malone a part of such an important occasion, but this experience has left me with no confidence in your ability to meet even basic expectations.

I would appreciate a prompt resolution of this matter, including a full refund for my purchase.

I purchased a Jo Malone Peony and blush suede and wood sage and sea salt cologne duo pack from a P and O cruise ship.
Whilst securely placed in the purchased box one of the colognes exploded inside. I checked the box itself and there were no external marks at all. The cologne was in many pieces as the picture shows. Thus to do this while inside the box needs something like a hammer.
Obviously concerned for others encountering a similar situation I contacted Jo Malone hoping for some answers. However when I contacted Jo Malone they basically thought I was trying to extort money from them and refused to discuss anything dismissing what had happened. I expected more from this company but having seen the reviews here I'm not surprised. The size is 50ml so please be careful. I can't upload the photos

Following on from my review below, entitled
'Christmas Spin The Wheel Giveaway Con!!' I wanted to follow up so people really understand what type of company JML really are now.
After 1 month of trying to resolve the issue, I finally received a call back to say it was all my fault because I didn't read the small print on whatever purchase I made. SO, because I spent £120 on a 'gift card' (to give my sister her choice of products) rather than spending £120 on specific JM items, I am not entitled to any gift.
Now I'm not sure about you guys, but spending £120 on Jo Malone is spending £120 at Jo Malone and this absolute bs response that it's my fault just shows how awful this inflated ego company has become.
I suggest avoid at all costs and I also won't expect any respionse here because I do see they can't be bothered to address anything on TrustPilot.
JUST AVOID THEM AT ALL COSTS!!