Jo Malone Omdömen 1 083

Paid by Apple Pay and their system accepted a partial address only. Phoned them immediately to ask for it to be corrected, or cancelled and reordered. Lady said nothing could be done and I should contact DHL e commerce (impossible to speak to a person there, all automated). Says you can contact JM via chat or WhatsApp but none of that is enabled. Called Jo Malone a couple of days later and spoke to a much more helpful lady who sorted it out for me and I was grateful. For a premium brand, I did expect a higher level of service initially and I won’t order online in future. Also worth mentioning their courier DHL e commerce gets appalling reviews! Never seen the like of them. My package was delivered on time thankfully but the box was pretty smashed up.

Brought Jo malone cypress and grapevine cologne. Smells amazing but lasts just as long as it did to write this review… no matter how many times you spray it, within 20minutes the smell goes. For the price it’s Nowhere as good as other perfume brands

Ordered the blackberry and bay cologne 100ml, but the scent in the bottle is the grapefruit scent. Very different to the one I ordered.

Tried to arrange a replacement, which customer service were unable to do as they claimed its 'out of stock' despite me being able to purchase on their website right now. When having to return the faulty perfume this would be at my own cost which feels ridiculous since this is not an error ive made.

All I wanted was a replacement, and that's not possible apparently. Shocking customer service for an apparently 'luxury' brand.

J’ai reçu un spray maison en cadeau (produit de la marque), qui a clairement “tourné” après quelques mois seulement. Au vu du prix et du positionnement de la marque, ce n’est absolument pas normal.

J’ai contacté le service client en envoyant des photos, qui montrent bien le problème… mais aucune réponse claire sur le fait que ce soit normal ou non. À la place, on me demande une quantité excessive d’informations (preuve d’achat, ticket de caisse, etc.), alors qu’il s’agit d’un cadeau reçu en septembre — qui garde un ticket dans ce cas ?

Je précise que je suis client chez eux, avec un compte existant. Malgré cela, aucun geste commercial, aucune vraie prise en charge.

Résultat : très déçu par le produit, et encore plus par le service client. Je ne rachèterai plus chez cette marque.

I was given a gift of a Rose room diffuser in 2020 which was marvellous, the perfume spread throughout my little cottage. I received one for my birthday last year, another rose one and it is really poor. The perfume is only detectable if your nose is virtually in the rods! Terrible quality for such an expensive item. I won’t be asking for another. I should have checked on here as the reviews are consistently awful and the company don’t seem to be the slightest bit bothered.

Appalling way to operate. Ordered on Friday and paid £10.50 for Saturday delivery. Stayed in on Saturday and it didn’t arrive. Too late to get it anywhere else so had to attend party with no gift. It arrived Monday and it’s just not good enough. ‘We’ll refund Saturday delivery’ and ‘sorry about that’. Never again!

Absolutely laughable. I ordered a fragrance from them over a week ago and their system glitched so it didn't add my housenumber to the address. Their first customer service member blamed me for it which is ironic considering I autofilled the address the same as I do with EVERY other site.
The second assured me the parcel would be delivered the next day and it's been well over a week only to find DHL has LOST the parcel! An entire week of messing me around, poor excuses, half assed apologies.

This place should be honestly shut down.

Thank you so much Filiz, for your kindness and professionalism when i arrived in the Jo Malone store in Bromley this evening. I felt so well looked after from the moment i walked in.
The way you wrapped the gift was absolutely brilliant- the recipient will be delighted. Thank you also for adding the lovely complimentary extras to the gift bag.
you truly exceeded my expectations.

Although I try various brands of fragrances in the medium to higher price range, whenever I have chosen to get some Jo Malone fragrances my visits to their shops/outlets have always been welcoming, helpful and enjoyable.

Despite their products being fairly pricey, the standard of service from the staff and quality of the products, I am happy to continue to purchase more on special occasions or when appropriate such as when passing by.

They normally go beyond expectation with their fancy bags and ribbons used, but the take home product is always good.

I look forward to trying more of their fragrances.

I was welcomed warmly by Pauline at the Jo malone store in silverburn before i’d even entered, she assisted me with finding a fragrance i was interested in trying. I had no intent of buying when i was there as i just wanted to browse but her excellent salesmanship had me buying a bottle. She was so helpful and made the whole experience personal with her being able to recommend laying options and explain in great detail the notes. Based on my first experience in store, i would happily return and purchase many more.

Re order: 444483700

Another appalling service from Jo Malone. Ordered a hugely expensive bottle.of perfume on the 3rd April. Still not with courier as of the 9th April. Contacted them by online chat, whatsapp and finally telephone to be told there is nothing they can do for another 3 days. It was a gift, which will now not arrive.on time, if at all
Pathetic for such as supposedly high end company. 2nd complaint made in the last two orders.

I got the birthday promo code, twice in fact because I did not use the first one they sent right away. When I tried using either code (still within the valid time limit) neither was working. I contacted Customer Service that I'm about to order but the code is not working and got the reassurance she'll add the birthday promo when I order. I ordered and gave her the order number. Guess what I got? A 9 ml cologne instead of the 30 ml cologne! I contacted CS again and stated I got the wrong size cologne. Lots of questions in the chat before they said they'll send me an email. More convo in the email saying they ran out of the scent (when I am seeing the scent available online) then when I said any scent is fine all of a sudden the scent is available! Then got another email from a no-reply account/email saying to reply and attach a photo of what I got (when their order email clearly states that what I got is a 9 ml cologne). Still waiting to hear back or for the confirmation of shipment of the correct birthday promo item.

Almost feels like a bait and switch thing because why would CS think it is ok to send a 9 ml cologne when it should have been a 30 ml cologne?

I feel it's fair to add that in previous year/s (at least one time) I did not have this issue of getting the 30 ml cologne birthday gift. A search on the web today says though that people are experiencing this bait and switch lately.

I gave it 2 stars because at least the CS people are polite but does not make up for all the hassle of getting the correct item.

Update: 4/17/2026
So today I got another email that they are waiting to hear back from me. What?! I sent them all the bajillion communications we've had. Their customer service really needs a lot of work.

Update: 4/20/2026
Got an email asking to confirm where it was mentioned that a 30 ml cologne would be included as a birthday gift? I sent them a screenshot of their birthday promo from their website and explained the program on how one gets a birthday email with a code for 30 ML cologne for redemption. I should add I have discussed with at least 2 customer service reps and have been verified that I am entitled to this so to have to back to this discussion is beyond annoying. I've discussed with 4 customer service reps now. I suggested to the 4th one to read the discussion history so they get up-to-date on what's already been discussed.

This is really turning me off this brand right now.

Fantastic service all round. First time ordering from Jo Malone online I ordered a 100 ml perfume it was the Easter bank holiday long weekend so I knew my order would be slightly delayed. Come the 6th of April I recieved my tracking notifying my perfume had been dispatched then after two days DHL tracking was visible by 8th of April my order had been delivered and the courier actually delivered earlier then my one hour time slot I was over the moon. The whole experience has been smooth and seamless from both Jo Malone and DHL many thanks.

I ordered a birthday present for a close friend for "named day delivery", paying extra to ensure it got to its destination on time. When it didn't arrive, I looked up the tracking details on DHL to find it was going to arrive 5 days later! Jo Malone did not have the courtesy to let me know this was going to happen.
When I called to ask what had happened, they investigated it and said the package was lost. They said they would issue me a full refund.
At which point I bought my friend a replacement gift from Liberty.
Only to be called shortly later to say that the lost gift had been found and that it would be delivered, and that they wouldn't be able to refund me.
So now I've ended up buying my friend two expensive gifts. The Jo Malone customer service team is manned by people with no people skills, who are rude and just repeat the same lines over and over again.
Avoid at all costs.

I wish I had checked the feedback first.
Jo Malone is a dodgy, untrustworthy retailer.
I placed a simple order for my wife's birthday present a couple of weeks before.
It didn't get delivered in time - in fact, thought it had, but was returned.
So day before birthday and no gift. Thank you Jo Malone.
Customer useless and rude ....zero help.
Will never use again.
My daughter suggested going to Bluewater shop instead.
Not a chance. I will buy another make of perfume and candle elsewhere in future.
Overpriced goods with bargain basement service.
I feels as if I was waiting for goods from abroad ....not UK.

Very disappointed. After 7/8 sprays before I got in my car already can’t smell anything. Shame! 122£- that’s ridiculous

I bought a room diffuser for quite a lot of money and within 6 weeks the aroma from the unit was negligble, and in no way was worth the expense. Trying to contact their customer service section is impossible. Save your money and purchase far cheaper brands. Jo Malone is trying to capitalise on "brand name", yet providing poor products in their room diffuser range.

I was rerouted via Manchester Airport returning from holiday so had time to spare and looked in the Jo Malone shop at duty free. Elaine France immediately approached me and offered to help. She was empathetic about my delays and offered to give me a relaxing hand massage whilst explaining about all the products. Knowledgeable, friendly and a definite sales person. I didn't feel any pressure but purchased the body lotion and body spray and she gave me a small gift for my stressful day. my 5 stars are for Elaine. Unfortunately the perfumes don't appear as good as I remember from JM and have stopped using as it is giving me a terrible sneezing allergy, will pass onto a relative or friend.

dissapointing service - felt like superdrug.

Ik kocht Jo Malone Body Oil bij de Bijenkorf. Het zat in een goedkoop plastic flesje, niet bepaald chique of milieuvriendelijk, en het stonk echt vreselijk! Het was ronduit smerig, alsof de olie bedorven was. Ik testte een heel klein beetje op mijn handrug. Het stonk nog steeds. Na een paar minuten was de geur helemaal verdwenen en de aanvankelijke 'zachtheid' was ook snel daarna weg. Koop dit niet, dames, en wees ervan verzekerd dat ik nooit meer iets van ze koop. €88 voor... woorden schieten tekort om te beschrijven hoe slecht het was.

I bought Jo Malone Body Oil from de Bijenkorf. It came in a cheap plastic bottle, not exactly classy or ‘Climate’ friendly and it absolutely stank! It was truly foul, it was as if the oils had ‘gone off’. I tested a teeny tiny amount on the back of my hand. It still stank. After a few minutes the smell faded to… nothing & the initial ‘smoothness’, also disappeared soon after. Don’t buy this ladies and be assured I won’t buy anything of theirs again. €88 worth of… words can’t do justice to how bad it was.