Jo Malone Omdömen 1 083

Although the product is top end price wise the delivery and customer service is lacking. After waiting for a delivery which hadn’t appeared from DHL inspite of tracking showing it was on its way 7 days ago I contacted Customer Service. They were able to do nothing other than reorder or refund. I asked if they could do it on a fast track - no! Asked if they would do something as a good will gesture after my waiting in all day for a promised delivery- no! Asked if I could speak to a manager- told no point because this is their policy. I’ve said that I would try a reorder because I like the scent which isn’t available elsewhere. I asked if they would email confirmation of reorder - no! Again not policy and not able to do this. I’m absolutely flabbergasted that a company offering high end products has so little customer service- let’s hope I finally get my order but beware that if you do order you are not guaranteed to get it!

Jo Malone Customer Service,

I am very disappointed with the service I have received through your WhatsApp complaints department. After being told that a real assistant would be with me shortly, I waited over 30 minutes with no response or assistance from anyone.

I had previously sent the receipt for my cologne order, which had evaporated, yet I have not received any follow-up. I spoke to two representatives who confirmed that two bottles would be returned to you, but since then, I have received no replies to my emails or WhatsApp messages.

It is extremely frustrating to experience such delays and lack of communication, especially for such a small and straightforward issue. I would appreciate it if someone could look into this matter urgently and provide an update on the status of my replacement or refund.

Kind regards,

Terry Anderson

This is the second time this year I have purchased Jo Malone perfume in the UK but I am finding that the perfume no longer smells- and after it is sprayed on one would hardly know it was there - are they old or watered down ? has anyone else had this experience ?

Je tiens à remercier Noémie la conseillère de vente de la parfumerie Jo Marlone aux galeries Lafayette Prado Marseille. Accueillante, professionnelle et courtoise. Noémie a été d’une aide précieuse. Elle connaît les notes de tous les parfums par cœur ❤️

Disgraceful.
Order a click and collect parcel on 22nd August (value 1k) was unable to collect it so it was sent back. Jo Malone Chester have lost the parcel. UPS closed their investigation on 22nd September & still haven’t received a refund. This parcel has never been in my possession. The investigation between Jo Malone and UPS closed nearly 3 weeks ago & everytime I use their WhatsApp chat they tell me they are looking into it and close the chat immediately with their survey. disgusting company.

I have used Jo Malone perfume for many years but the last two orders have had to be chased having not arrived weeks after ordering. So disappointing, they clearly know they have a problem but are not addressing it.

WOW, never again. Spent £200 on perfumes, I didn't receive them because DHL left them in front of someone's bins somewhere. Explained to customer service, who were awful, left a complaint, was told my items would be resent in 5-7 working days and I would receive a gesture of goodwill for the bad customer experience. Over a week later no news so I got back in contact via email, No response. Asked again on WhatsApp, was again met by rudeness. Eventually got an email to say it was enroute, and got an email to ask if I had received it. I didn't get a reply to my email prior asking for a refund though. Want to know what the 'gesture of good will' was? A 1.5ml sample. Insulting. I'm sending it all back and won't ever shop with JM again. The quality has turned to rubbish anyway so in all honesty I won't be missing out.

After I submitted this I realised there was supposed to be a 1.5ml sample included anyway. Meaning there was no 'gesture of goodwill' at all. Not sure what is worse! Still waiting on them to reply, obviously.

Wonderful customer service today in Jo Malone in Glasgow frasers.the lady who looked after me was so knowledgeable and helpful . It's so rare now to get really good service so refreshing when you do thank you

My experience with Jo Malone has unfortunately been extremely disappointing. Orders are not delivered as promised, and when I reached out to customer service, the response was unhelpful and dismissive. This lack of reliability and accountability has left me deeply dissatisfied. Based on this experience, I will not be purchasing from Jo Malone again and will be recommending that my family and friends take their business elsewhere.

I am currently on my second replacement of a faulty 3 Wick Pomegranate Noir candle whereby the wicks burn too quickly and so drown almost every time the candle is lit - resulting in me having to soak up liquid wax to bring the wicks back to a normal size. This happens every burn cycle. It only seems to happen with PN candles. The wick is clearly not appropriate for the wax. I will be in touch for *another* replacement.

This review is aimed at Jo Malone online. Placed an order and paid for the order. One of the items was not in stock so I got hold of customer service to let them know that I was unhappy that they couldn’t even tell me that I wasn’t going to receive the product. Was told I would receive a refund in 5 to 7 working days. 10 working days past, still no refund. So I get hold of customer service again and am now being told I am going to have to wait possibly another 5 to 10 working days for a refund.

As it was paid for on a gift card they will email the voucher to me. It shouldn’t take this long to refund something that is their mistake.

I made my complaint on Wednesday 10th September and it is still ongoing on Wednesday 24th September.

Left this review and finally received my refund.

I waited longer than expected for my delivery. Instead of being brought to my door, my parcel was left downstairs, where anyone could have taken it. Given the price I paid, I anticipated a better delivery experience. I expected my package to be handed to me, especially since I was waiting for it, rather than being carelessly placed on the ground. I believe the company should consider using a different delivery service. After this experience, I am hesitant to shop online again to avoid such risks. Additionally, it would be nice to receive a few samples with my orders.

My partner and I went to the ‘scent your wedding’ experience at Leicester - Highcross, and the lovely Farha guided us through picking out the perfect scents for each of us. It was so amazing and Farha made the experience so lovely, we got personalised boxes for our big day and a special scent for each of us. I could have not have had a better experience. I’m recommending it to everyone and the scents themselves are so varied and full bodied. We loved every moment of our time there. Thank you so much Farha!

After spending £56 on a small candle as a gift for a friends birthday i was really disappointed. Supposed to be gift wrapped? What they mean is shoved in a brown cardboard box with a bit of black tissue paper! So that was my gift wrapped present, a box with my name and address label stuck on the top. No gift bag to put it in? I’m actually embarrassed to give my friend this as a present. “There u go, just ignore my name and address on the box but it does have some black tissue paper and some matches in” embarrassing or what! What’s that all about? Absolute disgrace for the price you pay. Never ever again will I use Jo malone.

Lakeside Thurrock. Had a pamper arm and hand massage by Leanne who was lovely. We smelt all the different perfumes and creams and choose our favourites. Leanne was very helpful and a lovely lady. Lovely hour spent with my daughter.

I ordered gifts for my two sisters and on the confirmation email I had received all the details including a gift message I wrote for them. When they received the surprise goft the note was not with it and they had no clue who the gift its from. I paid extra money for engraving and when I contacted the customer service I was on the live chat for 50 mins asking for compensation as it was so embarrassing for me to ask my sisters if they even received a package to which they said we did but they had no clue who it’s from. Hopeless and disgusting post sales service not reflecting a luxury brand. Awful awful customer service. Will never order again. Order number 7309756529

What a terrible company. One of the worst examples of customer service I have received. Will certainly not use again.

My granddaughter ordered for me a present as a surprise but was astonished I had not contacted her to thank her. She called to enquire if I like the gift - to which I replied “what gift”. She gave me the tracking number and two weeks later no delivery and according to Jo Malone website - in warehouse waiting dispatch. I called Jo Malone and after a few calls got nowhere. I’m still waiting!!! This used to be a good company but better to go to shop and not order online.

I can’t tell you how much I have spent with Jo Malone over the years but unfortunately my most recent order was an absolute shambles. At checkout I ticked the option to have everything individually giftwrapped. They all came in the same box which I then couldn’t gift to my bridesmaids. This meant I then had to send these back and order from Cult Beauty who do individually gift wrap everything which is much better for gifts. Some time has passed after I had returned everything to Jo Malone and I haven’t received my refund. When I checked the tracking it stated I needed to contact yodel as there is a problem. I spoke to Jo Malone and asked them to escalate this issue but they refused to help and said I must be the one to speak to the courier and so then I spoke to yodel online chat. He told me due to data protection I was not allowed to speak to them about this parcel and Jo Malone would need to contact them. I am currently without all of the perfumes and also without my refund and Jo Malone have basically told me that they can get a manager to call me in 72 hours but they will say the same thing and that they are unable to help. I can’t fathom why they think it is acceptable to have such poor level of customer service when customers are spending hundreds of pounds per order.

Rotten company to deal with, large order of Birthday gifts with next day shipping. 4 days later I still have no parcel and nobody can tell me where anything is, nor is anyone bothered at all to tell me when I can expect a resolve. DHL has lost the parcel, however I now need to just sit and wait while Jo Malone keeps hundreds of pounds from me and shows no intention or urgency in sorting the issue out with DHL who has already confirmed they have lost the parcel! Will not buy again - will stick to Penhaligons or Creed.