Jo Malone London Omdömen 

I really wish that I had checked on here before purchasing and read the reviews. I had never used Jo Malone before and saw they had a Highland collection which sounded lush. Placed the order, got the delivery confirmation and tracking ref. One day it was showing as been dispatched to DHL, 5 working days go past and no delivery. Contacted them today and they said its just been lost and did I want a refund or replacement sending, from a brand such as this you would expect more from the service considering your paying more for a quality product.

Placed an order. Paid for delivery, item only dispatched 6 days after placing order, if your buying a gift off this company be aware that it will take some time to arrive and customer services cannot be contacted.

Poor product tbh label wonky and candle not proportioned right called C/S and sent pictures and then told nothing we can do spend £144 on a candle yep £144 on a candle I would expect better. Will never never buy again!!!!!!!!!!!!!!!!!!!!!!!

Order hasn’t arrived after over 2 weeks. “Customer service” person unhelpful. Why do they use DHL, literally the UK’s worst courier, and then not help when it inevitably goes wrong? The perfumes are lovely, and my wife loves them, but such a painful experience. Maybe I should do as other reviewers have said and order from John Lewis in future.

I love the scents and have previously bought them in London with no problems but the delivery service is just as bad as other reviews here suggest. Three weeks later still waiting for my order to be delivered, with no assistance offered by the customer 'service'. What a mess.

Bought THREE bottles of cologne in Gatwick Airport on 19 March. I was is a hurry and the staff - Emily asked me to choose for different charms to attach on those bottles which I didn’t check before they packed.

The staff Emily packed me the used ones with some scratches on that bottle and the juice was only 80% full of bottle. It is definitely the tester bottle.

I whatsapp the team on the next day - 20 March with photos & receipts and chased for following up like 10 time until today - 3 May they are still telling me to be patient and team will follow up.

Is that the way you treated your customers? Is that a proper way to do your business by selling the used ones to customers and ignoring all the complaints??

Ordered a perfume, first time I’ve ever ordered a Jo Malone product and it will be the last.
After a week and the tracking number not working with DHL I was told it was lost. I was told it could take a further weeks to receive, but after complaining I was told that a new one would be received within 4 working days.
I’m now being told that this won’t be the case, but they can’t tell me when my new one will even be dispatched, just that they haven’t bothered sending it.
Awful company - please listen to all of the bad reviews on here and avoid them!

Order lost in transit again! Told Jo Malone is a 'premium company' then why has another Jo Malone order gone missing. It was only on the back of me querying after 3 days after dispatch and JM contacted DHL to state it was indeed lost. Then the options are for another 5-7 might be delivered option - asked about next day - wouldn't honour so a refund is the only option - 5-7 days - why!! Market yourself as a premium company. More fool me i guess - check all my Jo Malone orders - issues / delays with every one. Incredibly poor. I know the response so will mail consumer care with TrustP in the title as all other unsatisfied customers are advised. Amazing thing is - even the email posted to contact in here is fake. I’ve had 2 undeliverable. Consistently awful awful awful levels of customer experience - shame on you

Wish I’d ordered from John Lewis instead as they would have given a damn and got it delivered in time. Ordered on Tuesday for mothers days ….get a text to say item will be delivered for Monday after Mother’s Day. What a joke this company is.

Not delivered, if you are happy to pay over the odds for your product and delivery and then not receive it, deal with non-existent "customer service" and disappoint the person you are buying the gift for then this is the company for you. Otherwise stay clear!!

Absolutely disgraceful customer service (AGAIN!) This is the 3rd time delivery has not been fulfilled, I vowed never to use Jo Malone again, but here i am having the same conversations with a complete lack of customer satisfaction, or indeed care. I will no longer purchase from Jo Malone online, nor in store for that matter, if this is the level of service and customer care. I spend a significant amount of money with this supposed high end brand, but this will be my absolute last! Jo Malone, you need to take heed of customer reviews, we are taking our hard earned money and custom elsewhere, but i doubt anyone will care, given the lack of customer care and regard

Follow up to previous review.
After I posted my previous unhappy review, jo malone asked me to contact them directly so they could investigate I emailed them 3rd January, no reply from customer service as of yet. They clearly don't care.

Totally unacceptable service and product presentation. I ordered a bottle of perfume (£102) on 21st December 2022 for next day delivery. DHL kept me in a "holding pattern" of e mails for several weeks saying each day that it would be delivered the next day and so on. Jo Malone customer service at the start of January initially would not believe me that DHL had lost my parcel and told me to wait. My second attempt talking to Jo Malone customer service was deeply annoying and insulting. I complained that it was a xmas present for my daughter and was flippantly told "oh don't worry I'm sure she'll understand". That is irrelevant. I insisted they contact DHL which they did and it was confirmed that my parcel was lost. Jo Malone said they would send a replacement which took another week to arrive. When it finally arrived today (13th Jan 2023) it was just a bottle in a scruffy cardboard box with scrunched up paper as protection. No Jo Malone box. No packaging whatsoever that proves that this box is genuine and unused. Shocking presentation of what should be considered a luxury item and a beautiful present. I will be making formal complaint to Jo Malone and will not deal with them on line again.

January 11th still waiting for our Christmas Candle 😂
I don’t think a company could be any more incompetent than this one !
No communication at all, nothing.
I will certainly not be buying another thing from these fools !!
Diptyque order placed !
Jo Malone…You Suck 😀

Order direct from Jo Malone London , terrible delivery service hadn’t arrived for Xmas was in the local DHL depot on the 21st December . Wish I ordered through another company who are experienced in online service and delivery .

Shocking! Bought a gift on 1st December, should have been well in time for Christmas and it hasn't arrived! I've tried 3 times to contact them and made a complain with DHL too. I've heard nothing. What absolutely shocking service from a company that is supposed to offer luxury items.

Terrible. I bought my partner her Christmas present directly from Jo Malone in early December, thinking that SURELY that is enough notice to receive it before Christmas. WRONG. Not only did it not arrive, but I had ZERO response from them on the “live chat” (lol)…. and zero communication from DHL either. At the time of writing, I have no idea where my partners Christmas present is. It’s her birthday in April. Maybe it’ll turn up for that.

They say next day delivery, it’s not next day! Had a email to say my order has been despatched 2 days ago to find out it was only despatched a day ago and still no tracking information, I’ve place two orders one last week and one this week, still waiting….. absolutely disgusting!!

Excellent service from Najmah at St pancras store thank you for making it so simple

Where to start! I’m ashamed to say I used to work for the “Estee Lauder” group of companies in Newcastle upon Tyne many years ago for which Jo Malone is under their umbrella, I placed an order online where there was a gift for the qualifying over £90 spend, (£140 to be precise)and the customer would receive 2 small 9ls cologne intense, came to the checkout and it would not apply this, tried again the following day still wouldn’t, so I placed
the order and decided to ring their customer service, as their “webchat” isn’t monitored and any other form of contact is nigh on impossible, after a 20 minute wait I finally got through to a service advisor and informed her of my issue, she claimed she totally understood and would send the said 2 bottles of cologne intense under separate postal for me and full
of apaolgies, I have received the gift today only for it to be a completely random bottle of cologne of which from the whole range is the only one I'm allergic to!!! had I known this was going to happen I'd have mentioned it
to the customer advisor !!!
what also adds insult to injury is that all this week so far ( 12th December onwards) a very well known UK based online beauty brand are selling at around 10 fragrances from the JM range for a minimum of £20 up over cheaper !!
PEOPLE PLEASE DO NOT USE JM OR THEIR WEBSITE EITHER !!!
you'll end up furious and let down to say the least
And it’s pointless putting any reviews on any other JM or Estée Lauder Trustpilot site as they give you bogus email addresses that get bounced back to you, as I have have discovered to my annoyance
I ended up at A&E eye casualty after receiving said leaked sample bottle all over the packaging !!!!!!