Jo Malone Omdömen 1 083

Absolutely disgusting customer service. Ordered a candle for my Sister-in-laws 50th Birthday. Parcel arrived today and the box was ripped, taped and empty.
Immediately logged onto a webchat with customer services, and was advised that there was nothing they could do, as the package left with no damage, and the couriers didn’t note any damage. Why would they, when they’d obviously opened it!
Advice was to contact couriers direct, to see if they could give me any information!
Sent two further messages asking for clarification, both were read and neither responded to.
So now I’m almost £60 out of pocket, with no one giving me any answers and no present for a special Birthday.
I will never shop with them again, and would advise everyone else to think twice about spending money with them! Once they have your money, they don’t care if you receive the goods or not.

Poor quality for the price ……. Paying PERFUME price for a COLOGNE!
Which needs reapplication several times through the day.
Jo Malone doesn’t supply testers and samples so you can test beforehand.
Came out of Ji Malone Edinburgh completely overwhelmed by all options and when I asked for samples to try though the day and in the fresh air I was told that they didn’t have samples .

Do not consider repeat sales or customers needs only profit.

Got a perfume for Christmas and shocked at how poor the quality is, especially considering the astronomical price and especially since I’ve worn Jo Malone fragrances in the past with no concerns. My Zara perfume is more scented and lasts longer than Jo Malone.

I then looked into what “cologne intense” actually means. Guys, heed this warning, it is MORE diluted than eau de toilette! It’s the most genius marketing scam of recent memory, using the word “intense” at that price bracket.

Review for Glasgow Store - Buchanan Street.

I wanted to purchase some gifts for my wife's birtday today - we had come into Glasgow together for lunch. I have to say that we were extremely underwhelmed at this store and left without purchasing anything. The problem was the utterly bored and lacklustre staff. Even looking in through the window, you could tell that they couldn't be bothered by the way they were standing around (especially a young guy just inside the door). We remember the golden age of JM when Jo was still at the helm of her company and our experiences shopping in Glasgow and London then were a far cry from what this store offers today. What a shame.

Customer service Friday evening at7:45pm 7th March 2025 in the bluewater store was awful. I showed my ID to collect my in store order in line with store policy, get it all the way home and it’s someone else’s order! As an honest person I took it back to the store and the young lady at the counter was barely apologetic no thank you for bringing it back or apology for wasting my time instead I get “sorry bout that” as I was handed my package! I would expect a sincere apology and acknowledgement of the inconvenience of bringing it back. Didn’t even offer me a bag to take it back in! Not great service for an expensive luxe brand! This added an additional 30 minutes to my evening. I think you need to train these young women at the counter customer service! A simple “thank you for bringing this back, please accept my apologies for the inconvenience” “can I put that in a bag for you”. Would have gone far. Really off putting!

Had a bad experience in the Wilmslow branch. Went into exchange some soap only to be met by Oliver(shop manager) who hardly spoke and looked miserable and initially said I could not exchange the soap for a different fragrance. He asked me for my original receipt. Only had my electronic receipt with the bank which I said I thought was conclusive of purchase( particularly as he could look the full receipt on his till as I gave him the date and time of the original purchase) to which he responded by saying “oh you do, do you”. Soap was eventually exchanged , but do other verbal exchange or goodbye.
I wrote to Jo Malone head office to explain my dissatisfaction and all they did was send me a Survey for their London office!
Absolutely terrible, miserable and discourteous service. Never to be repeated as I will never go and buy anything again from Jo Malone.

Brought two candles and the smell is no existent complained to customers service and was asked to provide all details of purchase etc etc to which I did. To receive a reply of absolute rubbish and basically told I brought them from a shop that has permission to sell them (absolutely rubbish). Never buying again. Since Jo Malone was sold off been so poor.

Il commesso del negozio di Bologna sito nella zona più elegante della cittá purtroppo accoglie dando del TU anche a persone molto grandi

Inoltre non ha fatto un piccolo sconto di poco più dell'1% che è stato chiesto esclusivamente per poter dividere in cifra tonda un regalo

Peccato perché la consulenza era assolutamente in linea con il brand prestigioso

Ma secondo me non basta a fidelizzare un nuovo cliente soprattutto non più giovanissimo e comunque l'accoglienza non é in linea con Brand e posizione del negozio
Grazie per l'attenzione

Je n en reviens pas de voir cette marque avec une note aussi mauvaise je suis choqué, cela fait plus de 20 ans que j ai fait rentré les parfum jo Malone dans ma vie, des senteurs d exception vous trouverai forcément votre bonheur , livraison par la marque impeccable et rapide, sans casse car bien même très bien emballer je ne vous conseille pas de les acheter chez un revendeur style SEPHORA je pense qu ils les stocks mal dans leur entrepôts car l odeur est différente bizarrement , je vous conseille d acheter des échantillons découverte vous allez forcément trouver votre parfum.

The staff in the recently opened Leamington store are all helpful and really friendly, I’ve been in with my sister who struggles with her speech due to a stroke, a lady called Helen served us and was so kind and patient taking time to understand and help her. Excellent customer service - thank you!

I ordered £100 pound order for a gift. They said they will deliver within 3-5 days. Contacted the customer service multiple times for update and literally was given the same info as the email. I also got told the parcel has been dispatched but when entering the tracking number on DHL, it was notifying me they don’t have the parcel. The customer adviser actually accused DHL for not scanning the parcel but refusing to follow up with their own logistics partner to resolve it. The customer service also provided no further support but in fact shut down the conversation before the query was even dealt with.
Absolutely shocking service for a supposedly luxury brand. Never ever trusting to purchase from Jo Malone again

Disappointed – No Dispatch Confirmation & Poor Customer Service

Ordered from Jo Malone London on February 8th, with the website confirming delivery before February 14th—perfect for Valentine’s Day. However, I never received a dispatch confirmation. When I contacted customer service, I was repeatedly told, "You'll be updated via email," with no real update or resolution. Eventually, I was informed that once dispatched, it would take another 4-5 working days—making the initial delivery promise meaningless.

Customer service felt robotic, simply saying "Your order was placed on a weekend, so we count from working days." If that's the case, why not shut your website down on weekends if you don’t process orders then?

Thank you for ruining this year’s Valentine’s Day. I usually shop at Boots and John Lewis and have never had this issue. Never ordering from Jo Malone again.

We visited the Oxford store where we were greeted my the manager Suki. We received exceptional service this is a first for Jo Malone, her mannerism, politeness, her knowledge of the product is a asset to the company and brand. Considering I am local to the Bath store I have never received such services from them and ended walking out. Oxford will now be our frequently visited store. Thank you Suki you have truly made our day xx

Absolutely Dire!!! I have been using Jo Malone for a considerable number of years now, however, since the sell out to Estee Lauder, the lack of care and customer service is appalling!! After several disappointing online experiences and quite frankly unprofessional and unhelpful contact with so call Customer Services, I will never again buy on line, or even perhaps buy Jo Malone again at all! Next Day Delivery is an absolute con, never arrives next day and despite any specific requests, these are totally ignored, shoved into whatever packaging is available and complaints result in a completely "we do not care" attitude! AVOID AT ALL COSTS! Jo Malone you are not providing a service for your exceptionally high prices!

It was embarrassing to open the package for my wife's birthday. They put 2 kg of unnecessary black paper there. This paper was put just like you want to pack some potatoes or pears, not to be smashed. The card is nothing but peace of cheapest product with bearly visible text. Not a single sample. For the perfume price CAD 246.00. Never again., and 11 days delivery within one country. Wow!

Really REALLY disappointed by their Christmas Giveaway Spin the Wheel Con!! I regularly buy gifts from Jo Malone for my family. Generally the items are good and very well received, so this year I thought I'd spend a bit more for the 'Spin the Wheel' giveaway.
I'd already called my local store to ask if I could secure the gift in store and they refused🤷🏽, so I ordered online, & paid £120 to secure a giveaway candle that required a £120 spend.
I got to the payment and completion stage and still no mention of the gift I was expecting..next day nothing and 2 weeks on, still nothing. I've now sent 3 emails and tried to contact customer services multiple times and you guessed it, still NOTHING in reply!
I find JM products good, but overpriced anyway, so paying even more, to get a gift that never materialises is just a total con and they definitely need to be called out on this email bombardment CON!!!

Rude in store and customer service. Never again

ch bin sehr enttäuscht von meinem Einkaufserlebnis bei Jo Malone London. Als ich sieben Parfums bestellt habe, bin ich davon ausgegangen, dass jedes Produkt – wie auf der Website beschrieben – in der charakteristischen Geschenkverpackung geliefert wird. Stattdessen wurden alle Produkte in einer einzigen großen Box verpackt, was für mich völlig unpraktisch ist, da es sich um Geschenke handelt.

Der Kundenservice konnte mir leider keine zufriedenstellende Lösung anbieten. Eine Nachlieferung der Geschenkverpackungen wurde nicht garantiert, und auch die Abholung in einer Filiale sollte nicht kostenlos möglich sein, obwohl der Fehler klar auf Seiten des Unternehmens lag.

Ich habe extra Zeit und Mühe investiert, um den Fall zu klären, doch ich wurde lediglich auf interne Prozesse verwiesen, die mehrere Tage dauern sollen. Letztlich bleibt mir nur die Möglichkeit, die gesamte Bestellung zurückzusenden, was für mich keine kundenorientierte Lösung darstellt.

Von einer Marke im Premiumsegment wie Jo Malone erwarte ich einen exzellenten Kundenservice, der der hohen Qualität der Produkte gerecht wird. Leider wurde dieser Anspruch hier nicht erfüllt. Sehr enttäuschend – ich werde meine zukünftigen Käufe bei anderen Anbietern tätigen.