Jo Malone London Anmeldelser 253

Paid for next day delivery- 3 days later, nothing & a rude customer service agent based in India (Jo Malone does not manage its own customers service) & with the reviews I now see why. 3rd party agent in a very rude manor tells me you cant get a refund, you cant have next day delivery refunded & the only thing you can do is refuse the parcel to get your money back. So shady.

Still waiting on my delivery for the 2nd time. The 2nd time it’s stuck with DHL with no updated tracking for days now. Ordered 4 weeks ago, Disgusting customer service and not what you expect from Jo Malone or DHL. Can’t get a refund until the 28th Dec. Use a different delivery service from DHL!😡
Won’t be using or ordering from Jo Malone online ever again!

I bought a Christmas gift for a friend in plenty of time, but it has been lost in transit, and getting any help from this company is impossible. I have called and emailed, been promised responses and then fobbed off. My friend will almost certainly not get her gift in time for Christmas, and it was not cheap.

My online order, case #15486016, included gift wrapping, as it was to be a Christmas present for my daughter.
When the package arrived the “wrapping” was a random piece of black ribbon not attached in any way to the box containing the gift.
I sent a photograph of the box and ribbon to Jo Malone London and asked for their observations. The reply was “May we suggest to visit the nearest store to get it rewrapped, if possible.”!
So, not the place to buy from if you want the item to be gift wrapped and don’t expect their Customer Experience Advisor to be of any use, nor to have a good command of English grammar.

I’ve visited this store (bluewater) twice now, and unfortunately both experiences were disappointing.

The first time, it genuinely felt like I was interrupting a staff social meeting just by entering the store. No one asked if we needed assistance, and when we eventually approached a member of staff for product advice, it felt uncomfortable — almost as though asking for help wasn’t welcomed.

A few days later, we decided to give it another chance. There were more customers in the store this time, yet staff were still standing around having conversations. There was very little engagement, and communication felt stand-offish. We weren’t offered help at all, so we ended up leaving early — again.

Overall, the atmosphere felt unwelcoming and inattentive, which is disappointing for a brand that prides itself on customer experience.

Haven't received perfume. DHL are a nightmare to deal with. Do yourself a favour, if you need a gift go to a bricks and mortar store or order through a third party like John Lewis.

Ordered Jo Malone fragrance on 26th November and still waiting. Twice says with DHL for delivery and nothing. Tried to Whatsapp and told window will be closing shortly even though 2 hours before closes ? Telephoned the call centre to be told I should have it in the next few days. My daughter ordered this week and has her delivery so where is mine ?? Not confident this will arrive. Not what you expect from a premium brand charging a lot of money.

My review seems to be a similar theme with Jo Malone customers. Specifically, their customer service. There was a problem with my order when it arrived at the intended recipients house. When I eventually got hold of someone on WhatsApp they really didn't care. They were not interested in trying to improve their service or customer experience. Definitely not what you would expect from a "luxury brand"
I would certainly not use them for on-line or gift delivery again.

Ordered cologne on Monday 17th November, there chosen courier is DHL. They failed to deliver twice. Reached out to Jo Malone via social media, they advised me to call their customer care line. Their call centre is closed on a Saturday despite a recorded message saying they are open Saturday 9am to 5pm.
Tried to get a solution via WhatsApp and apparently it doesn’t work. Can I have my cologne please Jo Malone ? I have paid you a lot of money.

Beware of both Selfridges and Jo Malone in terms of their returns policy! Got given 3 bottles of the same perfume by friends and family. My husband and I tried to return the one purchased at Selfridges with a proper till receipt. Selfridges in Trafford centre wouldnt accept returns even though it was purchased 5 days earlier. Asked me to ring Jo Malone customer services - who said I could return at their Wilmslow shop. Drove out to Wimslow only to told they cant accept it either!!!
Wimslow asked me to email complaints - who came up with another genius suggestion - return by post, spending my own postage and get another product. The WHOLE reason I was returning was because I had too many products.
They also rang me to reiterate the same thing. All I wanted to do is to return a perfectly unopened product within its return period with a proper receipt.
Well done, Jo Malone, for sending me on a wild goose chase. I am keeping all the bottles and vowing never to shop with you again. Will also let my friends know about how you treat your customers.

Not good! Only ordered twice for gifts for people and had issues both times. Awful customer service with long waits. Won’t be buying again

We were greeted warmly in the St Pancras Jo Malone store by Chris. What a wonderful man- a true asset to the company and product. Nothing was too much trouble and he had amazing interpersonal skills. We thoroughly enjoyed our shopping experience and hope that he is appreciated. Honestly 5 stars. 🌟

Daily Complaint submissions to this company/their seemingly chaotic organisation owned by Estée Lauder , regarding their online customer service. I selected on-line as a convenience.

I do not appreciate being kept waiting for 3 hours in the day I initiated the complaint and hours in following week to gain an undate, being misled, fobbed of to internal depts/partners who are closed; being told there is no complaints policy available to me to ensure my complaint is escalated to the appropriate dept.

I’m currently informed my complaint is with the department heads- yet no update on why the delays.

I only spent £450 at JM last week. At Christmas it is much higher- having this poor experience, not this year.

They market themselves as Luxury yet their customer service does not even hold the basic value system of resolution. Badly organised and seemingly poor service is tolerated by management. Staff are unsure of accountability- they seem trained to provide telephone nos that put you into a rolling info of they are not open

There are much better alternatives available in the highly competitive perfume market

On a recent trip to London , my mother and I stopped off at the Jo Malone shop in St Pancras . We were warmly greeted by Tina , who then proceeded to look after us so well . Nothing was too much trouble; Tina explained all the newest Christmas products with genuine enthusiasm. We left with a purchase for my mother , which was exquisitely wrapped. Tina was an absolute delight , and made a special day even more special ! Thank you Tina ! X

I ordered a candle on 22nd August with standard delivery of 3-5 working days. I did receive my candle 41 days later in an appalling state. The main issue was DHL who repeatedly said they could not access our property despite us waiting in all day and receiving other parcels without problem. DHL also said they were unable to deliver as Jo Malone had not provided the full delivery address. However, it was Jo Malone customer service that I found most disappointing- I contacted them numerous times, was asked to allow DHL a further week to deliver, to wait longer before they could issue a refund and not following up once with me during the 41 days. We had ordered from another company in that time who were also let down by DHL but their customer service was amazing and resolved the issue in 2 days, keeping in touch several times to make sure things were ok. Not the service I expected from Jo Malone.

I have been waiting in for a jo molone parcel today ...I got an email saying we attempted to deliver but you were not in ( I've been sat in all afternoon) the best thing is they sent me a message with a time on when they attempted to deliver and it wasn't even that time yet. Anyway contacted DHL they didn't care and told me to contact the parcel provider (jo molone ) I did this via online chat they didn't care either they said they was within there delivery time frame . I stressed to the agent it was there delivery service they provide I was complaining about i got told be are in our delivery time frame
So Jo Molone don't care either. So I've had an afternoon off work to take delivery of a parcel sent from Jo molone that hasn't even been attempted to be delivered DHL must have been behind with deliveries and bumped a few off GREAT SERVICE JO MOLONE

SO VERY GRATEFUL
Order 417152582
This is long overdue I placed this order last year (12/24) and was trying to return it for 4 months simply due to my scent difference.
So you can imagine I spoke to a few different CS agents. All of which were very helpful to me.
I’m regularly in hospital for months at a time so couldn’t manage to get to a Yodel parcel-shop to drop off.
CS always understood and would note down on my order the reason for the order to come back late but after 4 months it was becoming impossible.
I had a great agent named Milena or Marlena (I apologise if I have your name wrong in spelling or actuality. Not only did she rectify this query but she showed such care with what I had told her about my health in that moment. I was truly humbled.
I did donate the candle in reference to the hospital but I had to acknowledge the service and in particular this specific agent for her care.

Recently visited Jo Malone Royal Exchange London. Was so impressed! Daisy was the member of staff who helped us and she was just absolutely lovely, made lots of suggestions, offered advice and samples...My daughters have been buying Jo Malone as a gift for me for years and both said how delightful and wonderful she was - by far the nicest and friendliest most helpful person ever. Big shout out to Daisy in the Royal Exchange store. Thank you for being such a gem x

Jo Malone Covent Garden Kings street store is outstanding, Maryna who is a staff member is top quality. She always has a smile and I go back to that specific store every time because of her. She listens, recommends and is really interested in the products which helps!
It’s where I got my wedding scent and bridesmaids scents.

Thank you Maryna I will see you again

Thanks!

Myself and a friend recently visited the Jo Malone section in Fenwick's, at The Lexicon in Bracknell. We were greeted by the extremely friendly and professional consultant, Julia. We both had a wonderful hand massage where we enjoyed complimentary glasses of Prosecco. Julia was very attentive and extremely knowledgeable of all Jo Malone products. A consultant, Tao was also present and again, very attentive, professional and extremely knowledgeable. Both Consultants are a credit to Jo Malone. Thank you ladies for a wonderful experience and an extremely enjoyable couple of hours.