Jo Malone Anmeldelser 1 087

Disgraceful Customer Service and disgraceful non delivery of item.

I ordered my item of which cost over £200 on the 30th of November.
The delivery courier for the item was dhl.
After a while of waiting for dispatch I had a delivery date of last Wednesday as for delivery but was delayed 1 day via dhl till last Thursday.

I was drop 109 on the Thursday of which delivery was up till 8.00 on the evening.
At 7.00 the driver had gone off grid on tracking and no parcel received.

Since then my delivery of which scanned out for delivery on the Thursday is still showing out for delivery now with no further updates.

Both dhl nor Jo Malone are bothered.
DHL are not answering phone nor replying to any emails of which sent to customer services via email with a 1 working day response time and after 3 hours on the phone to Jo Malone as advised to contact to sort their same usual blanket response is used.

Jo Malone promised me via phone a refund today with receipt of via email of which would be 5 - 7 working days before it went back on my card. No receipt of email was received so just fobbed off by this foreign call centre.

Ironically I caught a dhl driver delivering to my development Saturday gone, delivering to another address but no parcel for me.
He explained that he and another driver were covering deliveries on the Thursday my parcel was out for delivery but had run out of hours and the depot manager had told them to return but he would look out for my parcel of which I would imagine is within 100,s and thousands hypothetically, more likely some light fingers have been involved!

I’m now at the stage of contacting the local authorities to get a crime number due to theft and will be in the process of contacting my credit card as to enforce off Jo Malone a refund.

I wouldn’t recommend shopping online with Jo Malone to anyone, just go to the shop itself to purchase as you will more than likely be let down!

Bought two items and ticked box asking to be gift wrapped separately as they are for two different people. Arrived and both items gift wrapped in one box. OK mistakes can happen, but I’ve tried emailing (no reply), WhatsApp (kept waiting and eventually said to try later) and just tried ringing to say there would be a 30 minute wait! Why don’t they offer a ring back service? Customer service is basically non existent!!!

Shocking service
Tried calling this company twice on Monday but gave up after being held in very lengthy queues. Sent e mail but they have not gad the courtesy to reply!!
All I want to know is why none of their shops have Jo Malone grapefruit hand and body lotion.
Amazon uk have it with a delivery time June 2026.

Similar experience to previous posts - promised delivery date not met and arrived four days later by DHL - package had been opened and free sample was broken. Main item is intact so I’m going to grin and bear it. Still waiting for a response on WhatsApp from one of their advisors. I won’t be ordering online from them again and I’d advise people to go to a store to if at all possible.

I really don’t understand what the Jo Malone Hype is about. I never get this mad about bad purchases I make but this one was bad in so many ways. First because it was at an airport Duty Free location. Never buying fragrances at Duty Free ever again because you can’t return it and you can’t even go on the brand’s website to review it. But mostly because of the actual product, Jo Malone Orange Blossom, for a staggering $100 for a tiny bottle. The fragrance lasts for minutes literally and I swear it smells different every time I spray it and at first it is not a good smell. It’s like a spoiled orange at first but then it gets ok and then it disappears completely. I put it on 1 hr ago on my wrists, neck, sweater and, nothing, no smell, not even a faint one. What choice do I have but to keep wearing it after the huge investment! Never ever got a compliment after putting this fragrance on not even from my husband who lives with me and is nearby when I first spray it on. And he mentions on every fragrance or deodorant I wear because he is sensitive to smells. This one he doesn’t even know I put it on. It’s like I never wore it. It’s odd! Worst of all is not even being able to send them a msg and let them know how unsatisfied I am with their product, my first, and last, purchase of their products. Their website does not accept msgs unless you have an order number. I have been trying since I bought the product back on September 26th. What a huge regret. Could have bought 3 dupes at Dossier and been beyond happy. I just love orange blossom scent so I felt like I was missing out not buying this hyped up brand. I actually bought the last bottle at the Duty Free location, so it made me even more excited and sure I was buying the best perfume ever. What a disappointment and waste of my money.

Shambles, ordered online dispatched same day for next day delivery four days later and still no delivery. Customer services unable to help at this stage. This was for a birthday that has now passed. Do not use this company for online sales.

Trading standards should check on the quality of the diffusers
I bought a pine & eucalyptus diffuser for £78. It evaporated after 6 weeks. I have never had a 165ml diffuser do that. This is a rip off, poor value for money & should be reviewed. I’ll never buy any product from Jo Malone again

Purchased a 100ml bottle of this tat for the OH.

As she took it out of the box, the bottle fell no more than 4" onto a wooden top

The bottle smashed - I don't mean just broke, the bloody thing imploded - glass everywhere

The smell did'nt last long either - less than half a day - for a 100ml

Avoid this nasty overpriced tat in a 10p bottle

I’m not a shopper but this was a great experience, so pleased I went to Bromley’s Jo Malone shop instead of purchasing online.

Had a complimentary hand and arm massage. Danielle was the assistant, what a great experience. It’s a wonderful shop so calming, and the aroma great experience for your senses.

We purchased the goods, they were beautifully wrapped, had a wonderful morning.

Danielle was extremely helpful and looked after us, nothing was too much trouble. We will certainly return in the near future.

Ordered perfume on 15th October. By 26th October I contacted Evri to query where was parcel. Evri confirmed on 28th October that perfume unable to be located. I contacted Jo Malone who posted replacement. On 3rd November Evri contacted me to advise about delay in delivery. Perfume eventually delivered on 4th November. 20 days from order to delivery. No gift sample. Unreliable postal service and given cost, next time perfume will be purchased elsewhere.

Weder im chat noch per Telefon eine Antwort bekommen wohin ich die Ware zurückschicken kann. Man wird ermüdet indem man Info eintippen muss, bekommt aber nie eine Antwort. Letztklassig da sie gesetzlich verpflichtet sind Rücksendungem anzunehmen.

I have used Jo Malone for years but since the company changed hands the fragrance is so weak and does not last .
I always got people commenting on how amazing I smelt but now I NEVER get any comments.
I feel so let down I have lots from my last order .

Produits de mauvaise qualité qui ne sentent rien , en particulier la gamme Myhrr & Tonka . La Cologne intense sent très bon mais aucune tenue . Idem pour le diffuseur à tiges : ne diffuse aucun parfum.
Scandaleux vu les prix pratiqués.

My sales adviser was Susan Sales. Sue did not know that I was suffering somewhat due to my bipolar affective disorder (diagnosed at 16). She made me feel right at home and treated me like an old school friend. It wasn’t about making the sale for Sue (even though she did). It was more about having fun and making me smile.

Top class service. Absolutely first rate. Would be delighted to collaborate with Sue again.

I made my way to Battersea Power station and went straight into Jo Malone shop to get few things . For my surprise and disappointment, I was completely ignored by the two ladies standing behind the counter. They both look at me and immediately put they eyes down. One of the ladies passed by me and went behind a door. I could not believe the experience I was leaving. It was very upsetting and I felt disappointed with the appalling service from this two consultants. I stood in the middle of the shop by the fragrance bar waiting to be served, she was more interesting looking into the computer than me. I walked away feeling very anxious and finish not buying what I’m supposed to. Was a waste of travelling. Definitely will never return to the shop neither I recommended. I made my way to Chanel and I had the most beautiful, caring experience of luxury. Thank you Chanel to make me feel wonderful.

The scent last only the moment you spray it.

I visited the Battersea Power Station Jo Malone store on Sunday 12th October 2025, looking for small gift items to add to teenage girls’ gift bags. I was completely unsure of what to choose, but Zareen approached me and offered help straight away.

She was warm, knowledgeable and incredibly informative. Zareen guided me through the products, suggested items suitable for teenagers, and even told me about your engraving services. Her customer service was outstanding, and she made the whole experience enjoyable and stress-free.

I honestly couldn’t have had a better experience. If all staff delivered the same level of service as Zareen, your customer satisfaction and sales would definitely reflect it. I rarely leave reviews, but she genuinely deserved a shout-out. I will definitely be returning.

Now into COMPLAINT 2 weeks + 1 day since the start of most appalling customer service I have encountered in any luxury brand.

JM seems to have no communication between departments to resolve unhappy customer complaints and despite being dealt with “ head office “ and seeking escalation to Estée Lauder with named people telephone numbers to call- they are “ not at their desk “ or otherwise unavailable.

There is seemingly a blame culture between their departments and JM business model is the customer is required to navigate their poor management of complaints and each department denying accountability. Hopeless company to communicate with…

Lies and obfuscation - they claim they tried to deliver - they did not as I have CCTV / Ring video doorbell and are now refusing to cancel the order as requested.

So I'm down £150 with no product and no prospect of delivery when I am in and they literally could not care less

The products are ok but they definitely aren't special enough to be treated like dirt by the (lack of) customer service agents

I love JoMalone fragrances BUT their online and phone customer service is THE WORST!!! I received a gift in the mail from JoMalone and I simply wanted to exchange my scent for one that I like...but trying to get someone on the phone or chat to help me is mind numbly long if you even get someone to talk to you. They are rude and immediately transfer you to nothing. I've been waiting an hour and no one has helped me. When I spoke to someone on the phone I couldn't even understand them because their Indian accent was so strong and they kept asking me the same questions. I'm going try and exchange with a person at the store. I'm sooo frustrated.