Jo Malone London Anmeldelser 253

I visited the Jo Malone London store in Covent Garden on Friday, 8/08, as I had been wanting to add one of the brand’s fragrances to my collection for a long time, and it was important to me that it came directly from London (which was my home for four years).
As soon as we walked in, we had the pleasure of meeting Malik, who helped us and was absolutely wonderful from start to finish. After purchasing the product, he treated us to an amazing hand treatment using the brand’s beautiful products, and it was also lovely to chat with him about our holiday. He also shared a bit about himself and his own holidays in Italy.
We truly enjoyed every second spent in the store with him, and the fragrance I purchased now holds even more meaning thanks to this fantastic experience.
Thank you so much! 💚

My daughter and I made an appointment on 18th June to go to the Regent Street shop to buy scents for her wedding. She was badgered quite a few times to attend the appointment on time. It was a hot day but we made the trip and agreed to buy 75 small candles and told this would be ready in a week's time. We heard nothing at all despite my daughter attempts to chase up. How could any shop not want this sale - the mind boggles. Even my daughter's complaint didn't get the courtesy of a reply. Got the candles from Bicester in the end at a fraction of the price ... and the service at Bicester was efficient, well organised and friendly.

For years, I was a dedicated buyer of Jo Malone's products—the Vitamin E line and their colognes were my go-to. But the brand has undergone a serious decline, and I will never purchase from them again.

The quality of the products has fallen off a cliff. My latest cologne, Mimosa and Cardamom, smelled solely of ethanol and was completely unusable. This poor quality is compounded by their truly terrible customer service.

Whether I ordered directly from Jo Malone or through a reputable retailer like John Lewis, my packages were consistently missing items. When I tried to resolve the issue, I was told I had to pay for the return shipping myself for them to "investigate" the problem. You can't even return a faulty online purchase in-store.

It's a huge gamble to buy from them now, and I highly recommend using a service like PayPal for any payment to ensure you have a way to get your money back if there are missing item. There are so many better products on the market, including the new brand from the original founder, that it's just not worth the risk anymore. Take your money elsewhere...

We visited the Royal Exchange branch near the Bank of England museum.Ross was very professional, patient and friendly. He knows all the products and helped us make an informed decisions. My husband and I love our purchases.

I was at the Jo Malone store in Bluewater and the service was excellent. Sally was very helpful and knowledgeable. She made me feel at ease and in the end I bought the Wildflower and Sage ( I think that’s what it is called) but it was such a fresh summery scent and smelled very sophisticated too. All in all great perfume and wonderful service,

Went to the Bluewater store yesterday and meet a amazing saleswomen named Jo!
she was so helpful and a credit to the store!
Sold us just what we needed.

I have ordered from Jo Malone sveral times and service has always been excellent but this time....
No order confirmation
Tracking did not work
No reply to me email
Phoned several times but no one picking up after I managed to get through the ridiculous menu.
eventually got an email saying DHL had lost my order twice, it ended up back at JM then DHL lost it for good! I was sent another phone number and had zero confidence at this point so cancelled my order.
Reviews of JML and Estee Lauder suggest that they have svere problems with Customer Service, quality and delivery.

I visited the Royal Exchange branch of Jo Malone on 9 July 2025 where I had an appointment for a hand massage with the assistant Sue. It was the most pleasurable experience. Sue made me so welcome, her knowledge of the brand was above and beyond and chose products perfectly align with my preferences. She is an incredible asset to the company.

On July 15, 2025, I purchased two perfumes from the Jo Malone store located at IstinyePark Mall in Izmir, Turkey. Before completing the purchase, I tested one of the fragrances on my skin and told the store staff that I was unsure and might come back shortly if I wanted to change it.

About 40 minutes later, the scent changed completely and became overwhelmingly masculine, which was not what I expected. I returned to the store to request an exchange — the products were unused, unopened, and in their original boxes.

To my surprise, the store manager (Ms. Başak) refused any kind of exchange, despite the fact that only an hour had passed since the purchase. Even worse, I later discovered that both perfume boxes had no cellophane wrapping, which raised serious doubts about whether the items were used, opened, or display testers. There was no indication that I had received new, sealed, original products.

For such an expensive and supposedly premium brand, this level of customer service and product handling is unacceptable. The lack of flexibility, professionalism, and care shown at this store is shocking.

I have filed official complaints with the Turkish Consumer Arbitration Board and the national government platform (CIMER).

Jo Malone’s global brand reputation should not be compromised by such unprofessional behavior at local branches.

Extremely disappointed. I will never purchase from this store again.

Date of experience: July 15, 2025

I was sending a birthday gift to my friend and texted a message which was not delivered and then the customer service says I didn’t submit any messages, so they say I am lying? That is so trashy! Not worth the money with such service

Welcoming staff, relaxing experience, wonderful hand massage. Thank you Tina and Raisak

The quality of the gift set was not worth the money and looks a little cheap. You would be better off buying a product not in a gift set or buy a set from a more luxury brand. The gift set will also not arrive with gift wrap even though it will be stated throughout your checkout journey and on your order confirmation. Customer service experience is not very helpful and quite rude as also experienced by other customers.

What a fabulous experience in the Glasgow Buchanan St. store this afternoon. The store was clean and inviting and the staff were attentive to me, their customer, from the moment I entered. Julie was super-responsive to my needs, gave me her full attention and some layering advice. She made me feel special and the only other customer in the store; you don’t get that kind of service everywhere.

Last Saturday Kris service has been absolutely amazing! Super grateful and happy for his advice and professionalism. OUTSTANDING SERVICE

We did the free wedding experience with josie in the metrocentre who was so lovely! She did a brilliant job of making us feel at ease so thanks so much!! She managed to up sell an extra perfume, soap and a cream so great at her job! We got personalised boxes which we will keep forever so thanks so much! X

Today I visited Jo Malone at John Lewis in Oxford street. I had a wonderful experience there thanks to Cassie. She helped me choose a fragrance and a complementary body lotion, and her knowledge and patience made the process truly enjoyable. Cassie took the time to explain the history behind the perfume, which added a lovely personal touch. Her passion and expertise really stood out—thank you for the exceptional service!
Thank you to Shaggy who helped with some of the packaging.
Lots of love
Savi ♥️

Horrendous customer service experience. Ordered cologne and body lotion for my mum’s 80th (one from me, one from Dad, so requested separate packaging) Both arrived in the same box which was absolutely filthy! Called customer services who were rude, aloof and unhelpful. Will NEVER order from you again. And I would not recommend online ordering. In store so much better. So sick of ordering pretty much anything online these days & constantly having quality issues & having to speak to disinterested, unhelpful customer service staff.

I recently had a free session with Rachel at the Kingston upon thames branch to find my own scent. The brand is obviously not cheap and this was the best way for me to truly find what I loved in the store. to be honest I have always found trying to find a new fragrance a bit overwhelming as there is so much choice out there and I often walked away with something that I liked on the day but regretted later. Not any more. Rachel put us both at ease from the beginning. I felt I could ask questions and she herself asked interesting questions to not just understand what I might like but to help me find a fragrance combination that represented my character. I have walked away with a few scents that can be worn in so many different combination profiles and I can't wait to enjoy them. Thank you Rachel you were AMAZING.

Do not order from this company!!!!!!

Placed an order and paid a lot of money for a candle for a birthday gift.
The candle arrived and the quality is absolutely shocking, huge air pockets and gaps in the wax. I have never seen such a poor quality candle for such an expensive price.

I contacted their customer service team who were completely unhelpful, did not care at all about the poor quality and were rude. Never had such a poor experience.

I am very upset and now have to go through the process of returning the item and I now don’t have a gift for my mums birthday.

Quality no where near what it used to be. I have been a loyal Jo Malone customer for 10+ years but in the last 2-3 years I have had to send countless candles back due to wicks not being central, wicks drowning, scents being weaker than before. It’s not only candles I’ve had issues with, hand wash pumps have broken, bath oil has no fragrance compared to years previous… I decided to start investing in Diptyque and the quality is miles ahead.