Jo Malone Omdömen 1 083

Jo Malone, you have really let me down! I ordered a Xmas present at the end of November. 2 weeks later the DHL tracking showed it had been returned to sender and absolutely no attempted delivery. 4 phone calls later, with an average wait of 20 mins, I have been refunded the postage and nothing else. They told me 3 days ago it was being sent again, yet no emails or tracking info yet! I am a stage 4 cancer patient having treatment and find it impossible to go to the shops to replace this gift! I explained this and still no further help or offers of quicker delivery options. I’ll never buy from them again!

How can a company get their products so right and their customer service so wrong?! I was very kindly bought a scent from Jo Malone as a present, it isn't one of their scents I like but being a present have the packaging but no receipt. I phoned their customer service to be told they will not exchange. It's bad manners to ask for a receipt for a gift so I'm left with a products I cannot use.

Shocking delivery, avoid at all costs

Horrific terrible company, purchased a bottle of perfume and paid £170. The spray nozzle stopped working, one month ago they asked me to send it back which I did and there now gaslighting me.

Dreadful service and absolutely not what I would expect from this brand. Ordered Monday email to say delivery would be Friday by DHL nothing received tried to call customer service Saturday advised closed but IVR states open on a Saturday?!?!?
Called yesterday spoke to an operator who said they are having delivery issues but would chase which in fairness they did (reason for 1 star) delivery is supposed to be today? They are aware also about IVR - so then change it!!
Let’s see what happens today…….

Girls standing around at lakeside chatting and John Lewis Chelmsford today ! So assume this is the normal working day for them !

Bought four fragrances they were all
Parcelled separately which I was pleased with, only the fragrance was different in each box I then had to open 3 of the boxes to see which was in each one it would have been helpful if the names were on the box or a separate piece of paper.

Can't comment on items as they were a gift, but I requested them to be wrapped in one box/bag and they were wrapped separately. Had to then go out and spend more money on a gift box and bag as I couldn't very well gift them in the postal box. I tried contacting the chat to rectify, after four attempt's where they took 15 mins plus for each reply (and that's after I had waited to get hold of an advisor), I was timed out and had to start all over again. I gave up. Appalling customer service considering how much their products cost.

If I could write a minus for their customer service, I would. Two phone calls and numerous emails, they can’t get it right . Worst online order experience I have ever had!!!!

Absolutely terrible customer service. Online ‘chat’ simply doesnt exist. They replied to a whatsapp query then shut it down next day. Phone is a waste of time… Still waiting for a call back about my empty box…. They have my money, i have no gifts to give - and delayed resolution means little chance of delivery it time. Socials full of similar. Avoid! Must be skimming funds before folding,..

Why on earth do you use DHL delivery service they said my parcel was out for delivery Wednesday then a update being delivered Thursday followed by another update coming today Friday 12th December between 5pm and 8pm,I thought a massive company like yourselves would of sorted this joke of a company out,

Ginger Biscuit is the first Jo Malone purchase that I want to donate to Goodwill and get it out of my house. It's cloying in a way that Giorgio Beverly Hills was when I was young. Never buying another Malone product sight unseen (or un-smelled).

As per all the other reviews; AVOID.
Spent c£200 with them to achieve the "Free" gifts on Black Friday. 10 days for delivery and when the parcel was delivered it has clearly been tampered with and has been water-damaged. On inspection of the items, 1 box (to a candle) is water damaged and the other item (free cracker) was crushed. Spoke with customer service (a term I'd use loosely) who asked me to send images. I did this within minutes and two days later (and another email) I've heard nothing. Phoned again and amazingly they deny receiving my email so sent again. The items were a gift that I want to get sent out for Christmas so I need this resolving pretty quickly but the best option they can come up with is order another item (which based on their delivery speed wont arrive in time!) and return the other item for a refund. not really helpful. the "free" item I can't re-order so they said I can either keep it in its damaged state or return it for nothing. they wont send a replacement. Can you believe that such bad customer service is alive and well in 2025?!?!? Will never buy from again online

This was the WORST experience I have ever gone through buying a product online. I ordered a lotion that they cancelled the next day...not a big deal. I never received the product and they now won't refund me the dumb $77. I was just on the phone with them for one hour (one month later) waiting to talk to a supervisor for a refund and the supervisor wouldn't talk to me and told me they will contact me in 24-48 hours. I would not do business with this company. I'm not sure if they are going out of business or what's going on but I have never experienced anything like this. I bought something and never received it and they won't refund me. What?! Am I crazy?

Really appalling customer service. DHL sent a text stating they had delivered my package to a collection point I requested (it is 15 minutes away). Two visits to the collection point on two different days showed that they had not delivered it there. When I raised it with Jo Malone customer service requesting a refund, they contacted DHL who told them the package had been delivered, just as DHL had told me. Jo Malone insists they cannot refund me or resend the package unless I go to the collection point AGAIN because DHL says it is there. Stalemate. Their customer service staff seem unaware and unwilling to accept that it is Jo Malone's legal responsibility to get the package to me. They refused to pass me to someone more senior on the pathetic grounds that they are very busy at the moment. I would avoid ordering online from them. They don't take their legal responsibility or even their reputation as a luxury retailer seriously.

Order 442418012 Absolutely appalling - they use DHL UK (not to be confused with the usually excellent DHL). My order is missing, should have been delivered nearly a week ago. I have clearly asked that they return to sender and refund me and they seem not to understand. AVOID

Disgraceful Customer Service and disgraceful non delivery of item.

I ordered my item of which cost over £200 on the 30th of November.
The delivery courier for the item was dhl.
After a while of waiting for dispatch I had a delivery date of last Wednesday as for delivery but was delayed 1 day via dhl till last Thursday.

I was drop 109 on the Thursday of which delivery was up till 8.00 on the evening.
At 7.00 the driver had gone off grid on tracking and no parcel received.

Since then my delivery of which scanned out for delivery on the Thursday is still showing out for delivery now with no further updates.

Both dhl nor Jo Malone are bothered.
DHL are not answering phone nor replying to any emails of which sent to customer services via email with a 1 working day response time and after 3 hours on the phone to Jo Malone as advised to contact to sort their same usual blanket response is used.

Jo Malone promised me via phone a refund today with receipt of via email of which would be 5 - 7 working days before it went back on my card. No receipt of email was received so just fobbed off by this foreign call centre.

Ironically I caught a dhl driver delivering to my development Saturday gone, delivering to another address but no parcel for me.
He explained that he and another driver were covering deliveries on the Thursday my parcel was out for delivery but had run out of hours and the depot manager had told them to return but he would look out for my parcel of which I would imagine is within 100,s and thousands hypothetically, more likely some light fingers have been involved!

I’m now at the stage of contacting the local authorities to get a crime number due to theft and will be in the process of contacting my credit card as to enforce off Jo Malone a refund.

I wouldn’t recommend shopping online with Jo Malone to anyone, just go to the shop itself to purchase as you will more than likely be let down!

Bought two items and ticked box asking to be gift wrapped separately as they are for two different people. Arrived and both items gift wrapped in one box. OK mistakes can happen, but I’ve tried emailing (no reply), WhatsApp (kept waiting and eventually said to try later) and just tried ringing to say there would be a 30 minute wait! Why don’t they offer a ring back service? Customer service is basically non existent!!!

Shocking service
Tried calling this company twice on Monday but gave up after being held in very lengthy queues. Sent e mail but they have not gad the courtesy to reply!!
All I want to know is why none of their shops have Jo Malone grapefruit hand and body lotion.
Amazon uk have it with a delivery time June 2026.

Similar experience to previous posts - promised delivery date not met and arrived four days later by DHL - package had been opened and free sample was broken. Main item is intact so I’m going to grin and bear it. Still waiting for a response on WhatsApp from one of their advisors. I won’t be ordering online from them again and I’d advise people to go to a store to if at all possible.