Jo Malone Anmeldelser 1 091

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.

Used Jo Malone for years and always felt even though on the pricey side, the fragrance was worth the price. My house of which I used to live in was of a large area, when you walked in through the entrance, Lime and Basil fragrance would greet you. I’ve since moved to a cottage and am so disappointed that the fragrances appear extremely weak. I’m certainly not being greeted by this scent anymore. We spent nearly £500 on diffusers at Christmas for the family. Service was second to none, arrived the next day. I’m just so disappointed that each home I’ve purchased these for ,i cannot smell them unless you are sat close by. What have you done Jo Malone? I think I’ll be on the search this year to find something to replace.

Terrible customer service. I ordered a Christmas present on 12th December and a month later it has still not arrived. Communication has been terrible. I will never order from this company again.

I love Jo Malone and I am a very regular customer. Have been into many stores and the service has always been great. However today I went into the St Pancras store with my mum as we had some time to pass before her train. I was looking to just browse and find a new scent for my next purchase. From the moment we walked in - we were the only customers. One member of staff and one security member.

I expected a friendly greeting, and for someone to say “if there’s anything I can help you with today I’m just over here”. The store is tiny so it would have been easy for me to just shout over that I wanted some advice.

However instead the shop assistant treated me and my mum like thieves. She refused to leave us and interrupted us twice. On both occasions I said very firmly and clearly that we were just browsing. It would have been clear to anyone that I did not want advice in that moment. Even after my second attempt to tell her to leave us to browse in peace , she insisted on standing about 2-3ft away from us. Even pretended to be dusting a shelf next to us.

I have never been made to feel like that ever from being in a shop. So rude, the fact that person is trusted to be in a store on her own is disappointing as surely she will have had training from other staff on how to deliver service. If she has, then she needs training again.

Sadly this company appears to have changed its scent and is not worth all the money now, I won’t be buying again such a shame.

Ordered online with fast next day delivery. Item arrived 5 days later, after multiple calls looking for it. Customer Service promised refund for delivery - month later still not received anything. The smells are nice, but experience getting it online made me never want to buy this again, and don’t recommend to anyone.

All products arrived simply shoved into a box with zero attention. The perfume bottle was full of oily fingerprints. You don't expect such a terrible unpacking experience from a "luxury" brand. Ew.
This is the second time I order from their online shop and both deliveries were disappointing.

I ordered an item on the 7th of December 2024 as a Christmas present for my wife. I still hadn't received the order by the 20th of December so I contacted the courier (DHL) who didn't even bother to reply. On the 3rd of January 2025 I contacted Jo Malone and it turns out that the item went missing in transit. I have ordered hundreds of things online without issue until I ordered something from Jo Malone - I won't be doing so again.

AGNIESZKA CHOUAIB WAS AMAZING BEYOND PROFESIONAL KIND SHE HAD ALL THE KNOWLEDGE AND MADE US WANT TO BUY JO MALONE!!!! SO HAPPY ELI & HELENE

I really loved the fragrance orange blossom by Jo Malone and I received it from my husband for Christmas- the scent was beautiful but I have never known a perfume to have such a short life time - it honestly disappeared with an hour or so literally no trace of the scent - really disappointed- will never buy again

DON'T BUY!!!!! Terrible service from someone chewing gum!!! Have been trying since 13 December 2024 to get someone to respond to me, but just keep getting the same WhatsApp message from their virtual (really non-existent) assistant!!!
Don't give this terrible company your money!!!

Purchased a beautiful mimosa / cardamom body cream in the Leicester store today ! Both ladies were extremely helpful and knowledgeable about the products. They were very chatty and made my experience a pleasure to be in the store !! Thank you 🙏 will definitely be returning even just to say hello !!!

Ich habe im 2023 diesen Raumduft, 175ml für Fr.69 gekauft und war total zufrieden und begeistert obwohl auch damals eher hochpreisig.
Nun im Dez. 2024 gibt's ihn nur noch in der (unstabilen weil schmalen) 100ml Flasche zum selben Preis!! Kommentar überflüssig.

Worn myrr and tonks for years and last 2 bottles, more so this one is not the same. Weaker concentration and wears off not what I expect for 160 per bottle