Jo Malone Anmeldelser 1 086

The ladies are very helpful and always friendly and accommodating. The products are great and I love the complimentary personalisation service at the Windsor branch.

Wish I had read the reviews before making a purchase. I ordered a gift and just needed to make a simple edit to the gift message. The item was backordered anyway and not set to ship for weeks, so silly me thinking this would be a simple update to the order. Instead I was just told they can't make any changes once the order has been placed. In 2026 we can't make a text update to something that hasn't even been created, truly amazing. Why even have customer support? If you like a fragrance from this company, find it from a decant site and don't waste your money with them.

Pésima atención on line. Se han quedado con mi dinero y no me envían la colonia. Horrible.

Jo malone is a luxurious brand and their new packaging for the intense cologne range is very bad. The perfume is litrelly like stack in a garbage bag. Not a good presentation and not safe to travel with it. I really wonder who have given them this uniqe idea? Presentation is everything once it comes to luxury brands especially. And they do not responsd to the feedback or suggestions like if they are not bothered about consumers issues. Companies who do not value their customers and do not try to change usually end up in loss as it is important for the consumers to enjoy their purchase. And lets not forget the longetivity issues with this brand however intense version is bit better but still there are no moisturisers matching the scent to make it last a bit longer. I wish I could upload the images of their packaging so the owner could see it by himself.

Achat online reçu dans les délais, SAV qui a su répondre très rapidement et très amical. Tout était là, rien n'était abimé, excellente expérience!! Je ne comprends pas les avis négatifs, ma première expérience avec Jo Malone a été excellente, je recommande à 100%

ÏThis is a shockingly low Trust Pilot score for a supposedly luxury brand. Wish I'd read the reviews before ordering. My experience is the same as numerous others on here so I won't go into too much detail.Jo Malone promised delivery by Xmas, but the parcel did not arrive on time. It feels highly dubious to give the customer a Xmas ordering cut-off time, and then not adhere to it. I would have thought that such a promise at the point of sale enters Jo Malone into a binding contract? Does Jo Malone have any idea how embarrassing it can be on Xmas day when you have nothing to give your loved ones? Do they not appreciate how seriously this type of failure in delivery can damage their reputation? Surely having a warehouse that knows how to fulfill an online order is a basic requisite for any online retailer. My advice to Jo Malone, to salvage what little retail dignity they have left, is to reach out to everyone they have let down this Xmas - proactively - and offer them a free gift or voucher. Otherwise, those customers will surely not shop at Jo Malone again, as in my case.

Have been using glasgow store prince's squre then when moved to bucanan street for the last five years .and this was the worst visit yet no special bottles or gift packs available. Plus staff couldn't care less.asked for give wrapped and was handed the same packing you get all year round.unfortunately will need to come back as my wife loves your pomegranate noir.but very disappointed.

Ordered my product on a next day delivery, on the 18th December, I am still awaiting for the package now. DHL who is used as the delivery service give incorrect information for tracking.
I was informed on the phone by Jo Malone I would receive the package on the 29th.
Terrible service wrong information given.
If its an important gift your after my advice would be go to another company.

If you don't want to read this review in full then follow the title.

I rarely write reviews as I like to give everyone the benefit of the doubt, but the level of service this company provides is unbelievably poor. I feel it's necessary to warn other people to stay well clear of them.

I placed an order with them online on Sunday, 21 December 2025. I appreciate this is unbelievably close to Christmas, and it's always a risk with busy couriers, but Jo Malone PROMISED a before Christmas delivery, and I chose a next day service with DHL. I would therefore presume they ship the item on Monday, 22 December, for delivery on 23 December, with 24 as a backup should the courier mess something up.

Tuesday 23 December and the order is still showing as 'Awaiting dispatch' rather than being out for delivery. I visit their contact us section of their website and have three choices. Livechat - No link, no button, it just doesn't exist. Whatsapp - a bot service that cannot help with anything other than the usual things that are so basic it's pointless. And call them.
I phoned them, and although the person was cheerful, they were of no help whatsoever. I was told that as it's a pre-Christmas delivery, it will leave their warehouse on Tuesday, 23 for delivery on 24 December. I knew this was wishful thinking, but to give them the benefit of the doubt, I accepted they were telling the truth. Why would I doubt it? I had placed an order in good faith for a Christmas delivery and had been assured it would be delivered. I did ask why it wasn't dispatched the day earlier, and they had no more idea than I did.

Since I believed there was pretty much no chance it would arrive in time, I asked if I could cancel the order to save all the aggravation. I was told that once an order was placed, the best they could do was to accept a return once I received it.

Fast forward to Christmas Eve, and my order is still showing as 'Awaiting dispatch'. I wasn't surprised.

Saturday, 27 December, I had a DHL notification to say they had now collected my parcel from Jo Malone and it would be delivered on Monday, 29 December.

So, in short, I placed an order with guaranteed pre-Christmas delivery. They didn't even give it to DHL until four days after Christmas.
I was blatantly lied to when I contacted them on Tuesday, 23 December. Although I knew this was likely the case, I again thought I would give them the benefit of the doubt.

My best advice if you are looking to buy a Jo Malone product is to buy from a reseller who has mastered the basics of parcel fulfilment and customer service. Two absolute minimum requirements to run an online business!

Brought for my wife pear and fresia cologne. The customer service is very bad you will need to wait hours for a reply and if you not there they will close that.
You will waist your money for something that don't last more thet 2 hours you can find verry cheap on ebay and the smell last lot longer.

Waist of money as this is verry expensive for what it is and time if you need customer service.
My wife will never buy again.

Same experience over xmas as everyone else below. Paid for next day delivery well before the week of xmas. By the 23rd of December, still said “in warehouse” on tracker- Spoke to someone finally on live chat who promised it would be dispatched by the end of the day & delivered by xmas eve. Outright lie & the same lie told to numerous people it seems. Absoutely shocking for a company this size to decide to just lie to everyone & they should be investigated for it. AVOID

I had the same experience as a previous reviewer - I ordered a gift in good time but still paid for next day delivery to ensure arrival before Christmas. Nothing arrived, and after chasing yesterday I was told on chat that the parcel was being dispatched by the end of the day. But the item is still listed as being in the warehouse today. I did manage to speak to someone on chat this morning, but he couldn't even give me a dispatch or delivery date. I said I wanted to cancel the order but he said it was too far along in the system to cancel, but he'd send out a full size apology gift (he couldn't say what that would be). The delivery information on the Jo Malone website says "All orders placed from 12pm on 22 - 24 December 2025 will unfortunately not arrive in time for Christmas." This is clearly not true as earlier orders are also not arriving in time. Overall this is not what I'd expect from a premium brand. I won't be shopping there in future.

Absolutely disgraceful customer service from such a high end company.
I paid for next day delivery, I kept checking the tracking, but my order still said awaiting dispatch on the day it should have been delivered. I tried using the WhatsApp messaging, no reply, I tried the chat bot, useless and finally rang customer services, but the lady ( despite being polite) just did not care that my order was for Christmas presents and that I was upset! She just said we can refund your next day delivery charge. When I asked if there was any chance of the delivery arriving the day after, she just replied if it doesn’t you can apply for a refund! Shocked as this response!
If you can’t supply and dispatch the goods then don’t offer the service. For the price you pay for these products, the customer experience should be exceptional! Not one effort made to try and help!!

Ordered gift for Xmas, paid for next day delivery following website advice to ensure delivery before Xmas. No sign of the goods by 23rd Dec so spoke to them via online chat. After a 35 minute wait I was told the goods would be dispatched that day and be delivered on 24th. I said I had no confidence in this promise as they had already sat on my order at the warehouse despite my payment for expedited shipping. I asked for a refund but was told it was not possible as the goods were in transit, which was clearly a lie as she had just told me they would be dispatched later that day. Here we are on 24th and no gift, and according to the website order tracker, they are still in the warehouse. And of course, there is no one working at Jo Malone today to explain their lies and failure.

Ordered a gift for Xmas within the timescales. 6 days later it still hasn’t been dispatched and I paid for next day delivery. Was given a tracking number from customer service for DHL that doesn’t exist. There’s nothing luxury about this brand, as the saying goes.. All fur coat and no….

Shocking customer service. Made an order for next day delivery. Day 3 without any confirmation and a rubbish response from customer service saying it was defiantly leaving this afternoon. Just a tactic to appease me for another day. Honestly would not use online ordering again

Ordered 3 expensive bottles with the incentive of a free 30ml cologne. Thought this would make another nice gift at Christmas. The next day delivery did not happen, the complementary gift wrapping did not happen and when the battered box eventually arrived, one of the bottles was smashed and empty due to really terrible packing techniques. The remaining boxes were crushed and blackened. I called customer services to explain and they said they would send out a replacement cologne and some replacement boxes. I then received another battered box containing three more crushed and blackened boxes which were not the correct sizes for the products and no cologne. I called customer services again and was told the cologne was now out of stock and that it couldn't be fulfilled. It is now Dec 23rd, so no hope of replacement. I ask for a partial refund, which was refused. Extremely poor service from a supposedly premium brand. They have clearly sold out to the extreme. I won't use them again, that's for sure.

Click and collect order placed 16 December, to be picked up from Covent Garden store. Minimal comms between then and 22 December, at which point I call the customer service dept to be told that whether my intended Xmas gift arrives at the store or not in time for Christmas is 'out of their hands'. Something is seriously wrong with this business that trades on a high-end brand image but is in fact utterly inept. I cerainly won't ever trust them again to fulfil an online order, and I'll encourage my wife to stop using the brand altogether.

I’d give zero or minus if I could! Don't spend your money on JM - instore or online! Australia.

I was offered a “warm welcome back” gift - a complimentary in-store service at my nearest counter. I chose a hand massage and attended the appointment exactly as booked and confirmed. Unfortunately, the experience was anything but welcoming.

On arrival, I was met with confusion and an icy reception. I was questioned about why I was there, told there were no trained staff available and informed that no appointments should have been scheduled during December. The staff member appeared overwhelmed and unsure how to handle the situation.

It wasn’t until another team member from a different counter stepped in - who was noticeably more professional and approachable - that I received a clear explanation - still doesn’t make sense to me but she was nicer and apologetic. I was told the booking should never have been allowed by the system during December (I was sent this offer end of November). This is a serious system issue that clearly needs fixing, as customers should not be able to book services that cannot be honoured.

Despite this being entirely a system error, I was the one inconvenienced and ultimately turned away with no resolution. I had driven 20 minutes to the store and spent a further 30 minutes finding parking during the busy December period, only to be made to feel as though I had done something wrong and told that nothing could be done.

Sending a customer away under these circumstances without a solution, when the fault lies with the system and not the customer, is unacceptable. The overall experience showed a lack of care and has left me deeply disappointed in the brand.

Love Jo Malone products always have done but the brand has been let down by poor customer service -Grand Central. Won’t be going back unfortunately