Jo Malone London Omdömen 

I love Jo Malone and I am a very regular customer. Have been into many stores and the service has always been great. However today I went into the St Pancras store with my mum as we had some time to pass before her train. I was looking to just browse and find a new scent for my next purchase. From the moment we walked in - we were the only customers. One member of staff and one security member.

I expected a friendly greeting, and for someone to say “if there’s anything I can help you with today I’m just over here”. The store is tiny so it would have been easy for me to just shout over that I wanted some advice.

However instead the shop assistant treated me and my mum like thieves. She refused to leave us and interrupted us twice. On both occasions I said very firmly and clearly that we were just browsing. It would have been clear to anyone that I did not want advice in that moment. Even after my second attempt to tell her to leave us to browse in peace , she insisted on standing about 2-3ft away from us. Even pretended to be dusting a shelf next to us.

I have never been made to feel like that ever from being in a shop. So rude, the fact that person is trusted to be in a store on her own is disappointing as surely she will have had training from other staff on how to deliver service. If she has, then she needs training again.

Velvet Rose and Oud candles x2 @ £70 each.
Overpriced and scentless. Look elsewhere for quality products like Dipityque.

Unable to fulfil order - placed on 14th Dec and don’t find out until 23rd!! Not happy!

Ordered a package on 16/12/24 as a Christmas present for my mother. It’s now the 22/12/24 and I’ve just tried to track my order to see when it is arriving and it’s been cancelled. Not had a single email or update informing me of this. Extremely poor service.

Had a disappointing experience at Jo Malone recently. Got into the scents several years ago and have become a little obsessed since. It's a real luxury I afford myself despite the cost of living crisis. I've recently got my family some items from here also. I'm generously giving a two star because of past memories of good service, and also as I dropped into a store recently and explained what had happened - and I received a much better reception here.

I am considering whether or not I even want to continue as a Jo Malone customer and whether or not to return all items (amounting to a small fortune, for me). This is largely because of the way I felt when I took my mother into one of your stores and was embarrassed by how differently I was treated when I mentioned that there was potentially a refund that I might require amongst my purchase. This is because my mother had then sampled a more expense perfume at £160 that I intended to replace the one I'd bought her already at £118. I was also intending on purchasing several other items. I could go into detail but suffice it to say, the atmosphere changed and it was palpable.

I was so embarrassed by the mood shift that I left without resolving the matter. I still have the items I could have easily returned then, unused and with a receipt.

Suffice it to say, a couple of ladies at another store I visited by chance some days later, were much kinder - and I felt validated - I did end up ordering the more expensive perfume online with some stocking fillers too. But now sat surrounded by boxes of Jo Malone, that cost the earth, and due to be wrapped, and I am honestly not convinced that I should be rewarded poor service and am seriously contemplating returning everything. I wonder if I'll feel good smelling the scents anymore? And knowing I paid through the nose to be treated like a lesser important customer as I might need to return an item, or might not make an on the spot purchase, as I'd enquired about a sample for another relative...

The snobbery of people in customer service in high end brands needs to stop. It's not OKAY and it bitters the experience - very disheartened by this.

I have never came across such incompetence and stress. Got text from DHL for delivery time, dutifully juggled my work around it and got an email that they had arrived 3 hours earlier and my delivery was “refused”. Informed I had to contact Jo Malone, they were useless blaming DHL. Then a further series of bungling - don’t use them.

For what is wrapped up as a luxury brand, they are anything but. 10% off new customers emails don't come through, for a company selling items as the cost they are, they should have the technical infrastructure to send these within seconds. The scents don't last more than 1hr? If that. I don't really understand why anyone orders anything

Wow!! Really suprised to see such an onslaught of venom... I have shopped with Jo Malone online and in various locations, airports, counters in department stores and I their boutique shops and have only ever experienced a service equivalent or above their beautiful scents. The staff I have come across have been lovely attentive and helpful, and if busy, have always acknowledged me and made sure I know their name if I need advice. When purchasing gifts all staff have gone above and beyond to make it special, asking how I would like it packaged together/ separate... gift wrapped. I have never seen or received substandard care, with online purchases or instore, there has always been a high and professional level of appearance and behaviour.. fitting with the brand!
I feel so lucky to live in a small market town in Leicestershire where they have recently opened a new branch. Lewis, Lisamarie and Deborah are always smiley helpful full of advice on combinations, or updating us on any new offers or promotions we can enjoy if we have a purchase to make. When visiting last week with my friend, we were buying Xmas presents and there was off of spend £140 get FREE 30ml Fig and Lotis flower, (which we both took advantage of!) (Thank you Lewis, LisaM and your lovely ladies colleague with long dark hair that helped me choose my Fir and Atrisma scent.... your really are all STARS 🌟) We are so lucky to have such a fabulous store with fantastic staff, always happy smiley and helpful... and always a cheery wave when passing by the shop! Thank you all for making our town even better!! And converted two more of my little foxies!! They are loving their English Pear and Fresia... and I'll be bringing them in this week for more smells, smiles and shopping!! 🥰🥰🥰

My wife has spent a small fortune on Jo Malone products over the years. Jo Malone has recently opened a store in Farnham and I thought this would at least mean we didn't have to put up with the delays and poor service provided by couriers. I visited the Farnham store yesterday to enquire about some Oud & Bergamot Cologne Intense. This time around, I only wanted a small (9ml) size. They weren't busy, but the two staff in the store could not have been more dismissive - clearly I wasn't going to be their desired customer and their time was of more value if spent on big spending customers. They told me Jo Malone doesn't sell the product individually in that small a size and that I would have to buy a set. I tried to explain that the Cologne Intense was in a black atomiser spray bottle but they just showed me a set of small clear class bottles, slightly larger than the free sample bottles. They don't know the product and they gave zero in terms of customer service. If could give zero as a score on the review, I would. You've just lost a loyal customer.

Terrible service from Jo Malone and DHL. Paying extra for a next day delivery means nothing - to appease customers, Jo Malone will refund you the £8 next day delivery charge but it doesn’t help in getting the goods. Every day this week I have been pushed between DHL and Jo Malone both blaming the other for the non-delivery telling me every day that my goods will be with me “tomorrow”. Today, after 4 days of me ringing both Jo Malone and DHL I find that the goods were lost in transit on Day 1 and will not be arriving.

Recently visited the Jo Malone pop-up shop in Covent Garden. I was impressed with the concept. Absolutely loved the interior of the shop, idea of quick logging through scanning the code and the message-waiting system. Unfortunately, I visited on the last day of the event, and I felt rushed. I was hoping to enjoy the experience more leisurely, but the staff seemed distracted and I really felt ignored. It could be because I was there alone, but it was still disappointing.

Additionally, after winning a £10 voucher, I was immediately approached by someone asking if I would give it away if I wasn’t planning to use it. It felt a bit awkward and left a negative impression on what could have been a much better experience.

I hope your future events can provide a more welcoming atmosphere for all guests, regardless of how busy the last day my be.

I Was in Jo malone in flannels Liverpool and was served by the lovely Emily
She was extremely helpful and so friendly

I went to Jo Malone in John Lewis Oxford Street today to buy perfumes. The shop was quite busy when I arrived. I didn’t have to wait long because a lady named Ziyi came to serve me. She is very helpful and knowledgeable about the products that I was interested in.
She made my experience in Jo Malone very special.

I ordered Jo Malone perfume for delivery.

The perfume arrived in an open box, finger prints all over the bottle, and a strong smell like it has been leaking. The box wasn't even tied / no gift wrap as promised.

They are obviously selling returned items at full retail price.

I called customer services and they have a special team for this compliant - this team failed to call me back as promised.

I shall be returning the perfume - this is my first time purchasing from Jo Malone and my experience does not match expectations.

Very poor Jo Malone.

Found just what I was looking for as a Christmas gift online , arrived on time, beautifully and eco friendly packaging and wrapping - as usual.
Fabulous range of scents and some gorgeous new Christmas ones, love the theme and the colour ways too.
Really pleased and hope the person receiving this will be thrilled too! Five stars!

Amazing service from Jo . Malone.I order regularly from this company. Absolutely love the fragrances They had a Christmas offer on so I placed an order to get some Courtesy items. Sadly Jo Malone were let down badly by the courier DHL However , no problem, Jo Malone handled the whole situation incredibly well and quickly, thank you. Would recommend this company. I would also they say that their chat on ‎WhatsApp is very efficient. Why dont other companies offer this?

Jo Malone department in Voisins department store in Jersey have the best customer service I have experienced. I made an error in a purchase and they were FABULOUS darling! They were all so pleasant friendly and so professional working to resolve my problem. 500 mikes away in Scotland! A special mention to YEDAH for making it happen. Can’t praise enough.

Ordered a Jo Malone Advent calendar. Said it was delivelered today. NOT IT WAS NOT. Jo Malone not interested. 360 pounds wasted. Do not use this Company!

I had an amazing experience with Sara (Selfridges)! She was incredibly knowledgeable and patient, helping me find the perfect fragrance. Her recommendations were spot on, and I left with a scent I absolutely love. I highly recommend asking for Sara if you visit Jo Malone at Selfridges

I visited the Guildford store to purchase a gift, popped in just before closing which I know can be frustrating and I was served by Kate who didn’t make me feel rushed, guided me through the new ranges and gave me some of the best customer service I’ve had in a while! Every time I purchase from the Guildford store the customer service is exceptional.