Jo Malone London Omdömen 

The stopper broke off my red roses bath oil on first opening leaving the plug in and so I have not been able to use it. I have messaged on the WhatsApp 'helpline' probably about 15 messages since March 9th and am no further forward. I keep being told someone will get back to me, but they don't. You can't phone (number unobtainable) or email. Absolutely appalling customer service. Deeply disappointed.

Wine khinkhin is a criminal..sublets at spare room home at 470 Chessington.. stole all our stuff and won't talk to police or council. Thief!!
Why I even took pity on Burma and its people. They deserve all the Chaos!fraud says she worked at Westfield jo malone...she was in Kingston b4....beware!!!

Visited jo
Malone at royal exchange in London and had an amazing experience with the wonderful Sue Taylor who went above and beyond, I thoroughly recommend her! Thank you Sue for making my day so memorable!

Giving one star to this company as I have to it would be zero if I could! I bought my partner a perfume for Christmas which was faulty and just smelt like hand sanitizer! I contacted the customer service by email who told me to post it back and if they confirmed the fault with the perfume they would refund this and refund the postage so I agreed! I sent them off they confirmed they can refund the item and the postage. I was told 5 working days for both payments to come back so thought fair enough this is standard. 5 working days later and a couple of emails to ask why only the postage has come back and not the £150 for the perfume and I was then told this can take 15 working days! I then had to email again to ask to make a complaint which they totally ignored on every request then they admitted after 5 emails they had NOT processed the refund due to an error! If I did not chase this it would not have been picked up as the other staff did not bother checking! I called the customer support number to make a complaint as now I’m having to wait another 3 working days for my money due to the error they have caused! The agent on the phone may as well not had bothered answering the call. She did no listen and constantly kept telling me to wait 3 working days in a patronising manner! I asked to speak to a manager but the company obviously uses an ancient system as they say they are not able to transfer calls and if you want to speak to a manager to make a complaint you have to wait 72 hours for a call back which is ridiculous! I asked what number they will call me on and she said she can’t confirm this which I found to be outrageous. I can honestly say all the years I have brought from this brand of you end up with a faulty product I can guarantee you will never use this company again. The customer service is appalling, but don’t worry you may get offered a free hand wash like I did for the error! I think not you can keep your useless faulty products from now on I will be staying well away from Jo Malone and the parent company!

Kristabel in the Bromley branch is an absolute star and was the most helpful assistant during their busiest time of the year.
Everyone was greeted and served with a smile.
Only downside is my order still not arriving in store up to a week after being ordered so had to purchase again and refund once it arrives in store.
But this isn’t a store problem and can’t praise them enough.

first class service. will defo buy again

Seven days ago, I bought toilet water from this company. It has not arrived but email says it is being processed. Called them today. Problem with order! No call from them, no email. No apology. It has taken 45 minutes with a non-English speaker to try to repeat the order. 45 minutes! They wanted to charge me £14 extra for next day delivery! Their problem. Cancelled order. Disgraceful company.

Today, I went into Jo Malone Bromley to ask for advice about suitable gifts for my friends. By the end of my visit, I purchased three items. This would not have been possible if I did not have an attentive, patient and kind Sales Assistant like Kristabel. Her knowledge of the scents and best season to wear them was extremely helpful. I even discovered new scents as we started smelling various perfumes. (I usually stick to the basil and neroli, floral smell). I am an indecisive individual but Kristabel was patient and understanding. She was more than a sales assistant but instead a friendly and approachable face that made me feel instantly comfortable. I will be going back in the next couple of weeks to make another purchase and this is all thanks to her.

Jo Malone, I hope your treasure this diamond that works for your organisation — she is an asset. I’m sure my sister and friends will be happy with their gifts.

Thank you Kristabel for making my experience wonderful.

Bought £150 perfume + other bits and didn't request gift wrapping as they were separate gifts. Perfume bottle didn't even come in it's own box but each item was just wrapped in tissue paper in a cardboard box. Shocking presentation for the price. I should have checked the reviews here first so I'd know what to expect, or shopped elsewhere. The complacency of a big successful brand I suppose, don't deserve the custom but get it anyway.

I have rated this a one star but it doesn’t even deserve that.
For what is supposed to be sold as an exclusive product the customer service is shocking. I ordered 2 gifts for my friend’s 40th birthday arranged to come before she went away.
Both items should have been gift wrapped separately but wasn’t. Complaint one.
The items came in a wet delivery box and I said to the driver the whole box is wet to which he said yeah they have been in the back of my van where it’s wet. He photographed them and left. Luckily I took photos as the packaging was all damaged. Complaint 2.
I ordered on line as I work full time and all weekend I’m looking after a poorly member of the family hence why I ordered online.
Today I’ve complained and asked for new packaging but was told they can’t send this and I need to go to a store to sort this. I explained I can’t do this due to work and family commitments.
They then said they can refund me but I I have to post the items back.
Again I explained I can’t send the items back as I don’t have time due to being at the hospital this weekend and work in the week.
I order all the time from my online account you think they would want to retain me as a customer.
They said if the items were damaged they would resend so I could have lied and got new items just to get the packaging but I was honest and only pushed for new packaging.
They then said if I went to the store I might have to pay…..why do I need to pay for a gift box and bag that you sent me damaged when I’ve already ordered that once. Next time remind me to lie. I now have bath oil and perfume with no box or bag to give to my friend on her 40th. Not impressed what happened to good customer service.
I’m never ordering online again.

For what used to be a premium brand, the service is disgraceful. I ordered an advent calendar which appears to have gone missing in transit by UPS. Called 6 times now, no one has a clue what's happening, how to trace it, what to do next, 5 times I've been promised a call back which never happens, I'm afraid there's also a significant language barrier, you can't escalate, get any answers or even get a call back. Had emails confirming it's being invetsigated, then nothing. Absolutely awful and no glimmer of resolution so far.

Well they could actually send my goods that I ordered a month ago. There are no replies from my emails. Obviously been scammed. My fault by going for cheap
Jo Malone product. Will get in touch with my credit co.
to have my money returned.

DHL non delivery. I cannot even comment on the product as I never even received it...Over 2 weeks later and 4 failed delivery attempts DHL have said they have lost it. Still waiting to see if a refund from Jo Malone appears. Very disappointing and I wish I had read the reviews before ordering as I put my trust in their brand name and am left out of pocket and very untrusting of their service model now.

Ordered 8 days ago yet DHL number i was given to track parcel doesnt exist. Tried customer service live chat that didnt work so emailed but no reply.
Terrible customer service. Avoid at all costs.

Do yourself a favour if you want Jo Malone, order from John Lewis. You'll get it in 2 days. Jo Malone UK are worse than useless. It's a shame as they are letting their own brand down. Jo Malone UK should be investigated for their incompetentance.

Bellissimo profumo di grande personalità,fresco ,deciso da ricordare

Ordered perfume for £118.
Arrived in a re-used dented cardboard box with tape holding it together.
No perfume box, no sample, just a bottle from which there had obviously been a leak.
Customer service rude and unhelpful suggesting go back to the website if you have a problem.

Placed an order on 17th July 23 as I wanted a treat for my wedding day on 5th Aug so assumed plenty of time.
Heard nothing for 7 days so tried to track my order, I was sent round in circles and never got to speak or online chat with anyone. I thought I should be a bit more patient so waited. Later that day I started receiving emails saying each of the 5 things I ordered were now out of stock, so essentially my order was cancelled after 7 days but was all in stock when I ordered. Next day I receive a notification from DHL to say my parcel will be delivered, so I thought great, there’s obviously been a mix up, but no! I was actually sent a box containing an empty heart shaped box (free gift) and a 1.5ml free sample, what an absolute waste of money for the company. I will never order from here again, I love the perfumes but if you are running an online service you need to sort it out! I ordered elsewhere and received everything within 2 days.

Would love to give 0 stars but not able to. Shocking customer service. Sends you in circles. No resolution or useful response. And no product dispatched despite having my money.

Had a wonderful hand massage at Jo Malone London city branch last week. Thank you Sue and the team