Jo Malone London Anmeldelser 253

How to destroy a brand with such terrible customer service. I won’t ever order on line nor visit a shop, my purchasing history with Jo Malone is over forever, and it is going to cost them, not me!
No delivery date confirmation on ordering, no follow up email, and no help from the customer service desk. If they cannot deliver in time for Christmas then they should state that up front. I expected better.

Dont buy on this company. I bought 2 items from their website and received only 1 item and emailed me on the day of the delivery that the 100mls cologne that I’ve ordered is out of stock and they will refund my money within 5-7 days though it says in stock in their website thats why i was able to placed my order. I chased this refund a lot of times by means of calling JM And emailing them but the reply is always “they will processed the refund and wait for 5-7 days” and with every calls u made you’ve been charged for your telephone bills. To cut the story short i’m still waiting for this £102.00 refund for over 24 days.. very disappointed as this is my hard earned money. My rate is no STAR AT ALL..THEY DON’T DESERVE ANY STARS!!!

Ordered a few candles, was going to get some free samples which I had to choose and then never received it (never mind, it was not a big deal for me)
Then I lit my candles; they don't smell much at all even after an hour and they're not put into a huge room.
Not to mention that the candle doesn't burn evenly and the wick is not reaching the sides and it just looks awful
Very expensive for what it is.
I since have ordered from a small business called Fo:mme and their candles are much reasonably priced & have different scents. The ''calm'' one is the one I have tried so far and it smells amazing and put me in instant relax mode.

So, I must say Jo Malone is super expensive and doesn't offer the luxury we are being charged for.

My advise is for everyone who's disappointed to try small businesses instead.

Love Jo Malone products but they use DHL to deliver and that experience has been a nightmare. Do not recommend buying online at all - find a store

Ordered 11 different items for Christmas gifts and selected for the items to be individually packed.

Received 2 big box's with items all shared between them. Called and was told there is a shortage of box's in the warehouse.

What a complete and utter waste. I now have 11 items that have no purpose as gifts. I will be returning them all and buying gifts elsewhere.

Such bad service, at least contact me and ask if it's ok to send without gift box's.

What a joke!!!
Looking at other reviews I've had the exact same experience.
I ordered a few perfumes for my wife and mother and clicked the box to also have them individually wrapped.
They also bundled them all in 1 box. Which means one of them will have to just have the perfume with out any packaging. It will look like I have just taken it off the dressing table, to give to them! This is not the service you expect when spending over £100 for each bottle!!
Below is the response when I asked for them to send me an extra box like I had requested via their options on their own site. They use covid as the excuse, but I don't see how that can affect sending me an empty box. They shouldn't be operating if they think covid stops them individually packing their perfumes. I've never heard such rubbish!! Read their response below for your self. I would seriously recommend not ordering from them if you want presents for multiple people as you will be in the same position as myself and others. They clearly are no longer individually wrapping items. And therefore shouldn't have this option on their site! Reading others reviews where they have been told they have no boxes in the warehouse, that is contradictory information as they told me in their response they are working from home, so they're lying to someone. Also I bet if I had ordered separately they would have been individually boxed. They are just full of lies!!

Thank you for contacting Jo Malone London.

Firstly, please let me apologize for any inconvenience we might have caused you. It is very important to us that we always provide you with superior service, and please know that your comments have our full attention and will be shared with our team.

As for your inquiry unfortunately we are not able to send gift wraps separately from the orders at the moment because of the Covid 19 situation. The gift wraps are in normal circumstances sent from our office, however, since we are currently working from home, we are not able to do the same. Furthermore, we are trying to protect both you as our customer and our employees by making this option unavailable at the moment.

Thanks again for taking the time to contact Jo Malone London.

Yours sincerely,

Lazar

Jo Malone London

I do not even want to give this company a one star. I ordered a large amount of candles (10 to be exact) and one diffuser. All to be gifted to my children’s teachers. Only to receive them today all bundled into a box. No gift wrapping included even though I selected all to be individually gift wrapped when checking out my purchase online.
I then proceeded to ring customer service who told me to go into store as they cannot ship gift wrapping separately. I spoke to The store on the phone and they were very unhelpful, saying they cannot provide me with gift bags. Part of the reason I initially purchased is as the gift wrapping is usually beautiful. Myself and family have spent untold amounts with Jo Malone and never have I experienced a poorer service or been so disappointed with a product. Not a good enough excuse there is a company shortage. State this on your website as I am sure this will put off customer purchases. Will be returning my whole order (a waste of product) and shopping elsewhere to replace these gifts.

I’m surprised to see so many negative reviews on here as I’ve only had excellent service from Jo Malone at London.
So strap yourselves in for my story.......This happened toward the end of November 2021.
I’d ordered a gift from Jo Malone online for my husbands 60th birthday, which we were going away to celebrate for a few days with our dog.
I had ordered in plenty of time, but when it came to the delivery by DHL it suddenly became a complete farce.
DHL turned up outside my house around 11.30am. I saw the driver get out, get into the back of his van, I even heard him rummaging around as our window was open (we live in a Victorian Terrace, so we have a very small frontage before the pathway and road) the driver then got out, went round to the front of his van, got in and drove off.
About half an hour later I receive an email stating that they couldn’t access my property !! 🤯🤯🤯 the driver could of leant over my fence and passed me the parcel 😳
So I rearranged delivery for the following day on their website for delivery to our local shop, surely he’d know where that was ?? I was supposed to receive a code, after entering my details.....nope ? I tried my email and my mobile.....
I left it a couple of days then went up to my local shop on the off chance that it would be there......but no
This is when I first contacted Jo Malone
London by a virtual conversation.
They were nice enough to get in touch with DHL on my behalf and was told it would be delivered to me the following day to the original address (I assumed mine)
So thanked the lady and signed off.
The following day......no delivery 🙄 I even went back to our local shop, but no, and again a couple of days later.
So got back in touch with Jo Malone again by virtual chat, again the lady was very helpful, but obviously time had passed and unfortunately the item I had ordered was now out of stock 😔 by no means their fault, and they would refund the amount back into my bank account. I was disappointed as it was to go with another gift I’d previously ordered and received from them, and by this time I didn’t have time to get anything else before we were going away.
So I thanked them very much for trying their hardest to help me. (It obviously had gotten lost in transit 😶)
It was a few days later when I received an email from Harriet, the Consumer Experience Advisor from the Jo Malone London, who apologised for the frustration I must of felt as the item I’d ordered had gone out of stock, and that they had arranged for a small gift to be sent to me for my understanding, and for being so lovely (I don’t believe in being rude to someone who has no control over the problem) and the day after we got back home I received the gift by Royal Mail 😉
inside was a gorgeous travel candle in one of mine and my husbands favourite scents.
Of course I gave it to my husband, who was obviously delighted with it. (I had told him what happened beforehand)
So Thank you very much Jo Malone London.
I’m sure it won’t be long before I’m ordering something else 😜
As for DHL.....They received my deserved wrath 😡

Received my order -£100- NO GIFT BAG OR FREE SAMPLE! Spent 15 minutes trying to speak to someone then was told they CAN'T send a gift bag . Disgraceful response from this company they advised to go to the nearest store and pick one up ! Will never use this company again very angry at the response

I purchased some items online and wanted to return one item (a diffuser which I didn’t open and still in all its original packaging). I decided to visit my local store - Guildford (a stand alone store) and initially I asked to exchanged for a different scent which they didn’t have in store so I then asked for a refund but was told no that it could only be returned back to Jo Malone via post/courier. I queried this as I was in a Jo Malone stand alone store and paid via credit card (not PayPal) but was still told no and even told that’s what it said on the web site. I returned back home and checked the website which clearly states refund can be carried out in store as follows;
To return your store purchase or online order* to a free standing store you will need to provide proof of purchase and funds must will be credited to the same payment method that was originally used. Please bring your product in its original packaging within 90 days of purchase date.
Overall a complete waste of time and then to discover the only other method of return is collectplus….not a local post office so I had to travel to the next town to drop that off after already having had a wasted journey to Guildford and being advised incorrectly by a poorly trained member of staff.
Overall extremely disappointing especially like other reviews after the timescales it even takes JM to dispatch and to receive the items in the first place.

Very disappointed with my Jo Malone Earl grey and cucumber cologne, I can hardly smell it. I have to use twice the amount I would normally use and after about 30-45 mins the smell is so faint you can hardly smell it. I have asked others if they can smell it and they can't, yet when I wear a different perfume I can smell it for hours afterwards and so can others. It's not that my 'nose' has grown accustomed to the smell as it isn't a perfume I have used before. Although, the ones I can smell I have used for a long time. I feel that for £100 cologne it is really not worth it. Very disappointed.

UPDATE... AN EMAIL FROM JO LOVES BE AWARE OF THIS ANYONE BUYING JO MALONE COLOGNE ETC

Dear Jackie,

Thank you for your email - I hope you are well.

I am afraid that the mentioned fragrance is not one of ours and you will need to go back to Jo Malone London.

Jo sold Jo Malone London to Estee Lauder in 1999 and she left that brand altogether in 2006. Jo has no connection to her previous brand, Jo Loves is a totally independent brand, solely owned and created by Jo.

Bought a couple of fragrances recently, very happy with everything. There were a few cute little extras in the box too so very happy with that. Really cannot fault Jo Malone either by post or in the shop, I have always found their service to be excellent.

The website is a nightmare. Try and populate the fields to pay with Apple Pay and there's absolutely no way of telling if you made it work or not, its a real pain.

Avoid avoid avoid!!!!!Never again with this company!!

I accidentally submitted my order twice. I contacted customer services the following morning as soon as they opened and was told it was too far through the distribution process to have one of the orders cancelled. I found the odd as the payment transaction had not even gone through my bank. The payments were taken from my bank the following day and my goods have still not been dispatched four days later. How then can one of the orders not be cancelled and money refunded? I won’t be shopping on line with them again.
UPDATE- 6 days after being told my order was too far through dispatch, I have received an email telling me my items are out of stock and I will receive a refund in 5-7 days. This online service is atrocious.

Ordered a gift fir Mother’s Day, but dispatched a week later. Obviously not arriving for Mother’s Day. I hope they don’t try and blame Royal Mail, who have only just received the parcel.
This is stark contrast to Chanel who delivered within 2 days. In fact, they have been the only company I have used during the pandemic that have failed to deliver within a week. If they can’t cope with the orders, they shouldn’t be taking them.

Great case study on how to wreck a brand in a pandemic. Couldn't be further from a premium experience if they tried. Every other company has managed to adapt to COVID - this is no excuse. Customer services told me, 4 days after order and still no shipping notification, that if I placed my order before 12pm you can get next day delivery but because it was placed after 12pm I can't - and therefore the delivery time could be 10 days! Apparently Mothers Day is making them busy. Really? You can't do what every other retailer on the planet does at busy times of year and increase resource to ensure prompt deliveries - when it is more important than ever. Your logistics are an absolute joke - you should be ashamed and aware that you are wrecking your brand reputation. Then they blame Royal Mail! Nothing to do with Royal Mail when you haven't even shipped. Don't waste your money, they'll infuriate you with their incompetence. As a normal "go to" for friends and family gifts for birthday, Christmas etc. I'll be buying other luxury brands moving forwards - that provide a premium service.

Have always purchased from Jo Malone retail shops but with lockdown had no choice but to order online for a mother’s day gift this year. Jo Malone’s website stated "order by 11th March for in time delivery for Mother Day". We ordered 8th March… so logic tells you will arrive in time for Mother’s Day… right …. ….WRONG !!!

Just had an email today (11th March) saying “Deliveries are taking longer than normal at this time”.

Called up Jo Malone customer service and it transpires its nothing to do with the delivery company it is actually to do with Jo Malone’s dispatch! They have not shipped our items yet !!! Apparently, it will ship tomorrow (12th March) by royal mail / Hermes, so won’t arrive until Monday !! The customer service agent said .. “You may be lucky and it arrives Saturday” !

A luxury brand like Jo Malone who charge a lot of money for their products should be doing better with their online business. To be honest it is shocking to see that they have 21% Excellent reviews 57% BAD reviews on here!! Can’t wait for the shops to re-open!

UPDATE 120321
I have finally received confirmation of shipping!!! They have shipped it on a Royal Mail Tracked 48 !!! therefore they never had any intention of getting the item to us in time !!- Useless online serivce

Good experience! I appreciate that this review seems rare due to the number of negative reviews for Jo Malone online but I have ordered twice in a number of weeks and both orders have been well packaged and delivered within a week.

I have been a regular customer for many years and love their products it seems a shame there are so many negative reviews on here.

The only reason they do not get 5 stars is due to UK customers being offered much less sample offers in comparison to our US counterparts. Overall no complaints here, truly unique scents and high quality products.