Jo Malone Anmeldelser 1 087

What a terrible company. One of the worst examples of customer service I have received. Will certainly not use again.

My granddaughter ordered for me a present as a surprise but was astonished I had not contacted her to thank her. She called to enquire if I like the gift - to which I replied “what gift”. She gave me the tracking number and two weeks later no delivery and according to Jo Malone website - in warehouse waiting dispatch. I called Jo Malone and after a few calls got nowhere. I’m still waiting!!! This used to be a good company but better to go to shop and not order online.

I can’t tell you how much I have spent with Jo Malone over the years but unfortunately my most recent order was an absolute shambles. At checkout I ticked the option to have everything individually giftwrapped. They all came in the same box which I then couldn’t gift to my bridesmaids. This meant I then had to send these back and order from Cult Beauty who do individually gift wrap everything which is much better for gifts. Some time has passed after I had returned everything to Jo Malone and I haven’t received my refund. When I checked the tracking it stated I needed to contact yodel as there is a problem. I spoke to Jo Malone and asked them to escalate this issue but they refused to help and said I must be the one to speak to the courier and so then I spoke to yodel online chat. He told me due to data protection I was not allowed to speak to them about this parcel and Jo Malone would need to contact them. I am currently without all of the perfumes and also without my refund and Jo Malone have basically told me that they can get a manager to call me in 72 hours but they will say the same thing and that they are unable to help. I can’t fathom why they think it is acceptable to have such poor level of customer service when customers are spending hundreds of pounds per order.

Rotten company to deal with, large order of Birthday gifts with next day shipping. 4 days later I still have no parcel and nobody can tell me where anything is, nor is anyone bothered at all to tell me when I can expect a resolve. DHL has lost the parcel, however I now need to just sit and wait while Jo Malone keeps hundreds of pounds from me and shows no intention or urgency in sorting the issue out with DHL who has already confirmed they have lost the parcel! Will not buy again - will stick to Penhaligons or Creed.

This candle was brought as a gift. It had hardly any scent. I get more scent in a glade candle. Poor value for money. Expensive for wax that hardly smelt. Fancy box of matches

I purchased a gift card directly from the Jo Malone website and was very disappointed with the experience. What should have been a simple and straightforward transaction has instead resulted in me being charged interest, which is completely unacceptable for buying a gift card. A luxury brand should ensure their website is reliable, transparent, and customer-friendly, but this has been far from it. I expected much better from Jo Malone and will think twice before purchasing from their website again.

As an avid Jo Malone customer, I was highly dissatisfied and disappointed that the body oil was line was discontinued. Velvet Rose Oud, was my go to body oil paired with the perfume and body cream same line. The body oil seemed to be replaced by the body spray. When my SA notified me that a body spray was now available I rushed my order. What a disappointment first scent from the spray was the alcohol content then it died down to the actual scent. In comparison to the body oil the body spray is a huge no, nada, back to the lab. The scent lasted less than an hour and it is too light can’t smell it at all. I have only had great experiences with the SA and staff of Jo Malone, still one of my favorite products but this new body spray it’s huge no. Plus I think the packaging mirrors TF body spay.

Really disappointed with the absolute apathy of the customer service. Like many reviewers I was a returning customer.

I ordered a gift for next day delivery on Friday, understanding that this would arrive by Tuesday. I needed the item to gift Wednesday. I had a dispatch email in less than 3 hours.

Over the weekend the tracking did not update from 'shipment not found.' So I used the webchat to be dismissed in disinterested fashion, 'we just dispatched it, be patient.'

By Tuesday morning, there was still no shipment found, so I contacted the webchat again. I was informed that yes there was a delay, the parcel should have arrived Monday but will definately arrive today (Tues).

Fortunately for me I doubted the reassurance, which seemed a little hollow as the delivery company had not been in touch to confirm delivery and the order status had regressed from dispatched back to processing, so I made a trip to my nearest store to ensure I had the item to gift.

At the store the sales assistance quickly found the item, I enquired about purchasing customisation and was told I could, before a second sales assistance abruptly interrupted his colleague as she spoke to explain that they needed 'to keep track of the customisation' and was only available at a certain price point. I understand having a price point policy, but given after buying 2 of the same item I was £2 sort of the threshold this was disappointing, short sighted and a bafflingly cheap approach. It was an easy win to make the trip to store more worthwhile and an easy gesture to have improved the overall situation.

The absurdity of adopting an aggressive hoarding policy around initial tags was bemusing but at this point pretty much on par with Jo Malones signature service However, the optics of female staff being rudely interrupted, talked over and undermined by a male colleague is never going to impress me, and really should be nipped in the bud.

I had explained the difficulty experienced on line, to the sales assistant in store, - no apologies forthcoming, the core message I recieved was it was my own fault for shopping online I was advised not to shop online as it's unreliable, and told to always shop in a physical store ... presumably to enjoy a 35 mile round-trip to be disappointed in person, not just in the comfort of my own home.

I appreciate delivery can go wrong, I understand webchat is a pacey high volume affair and that staff in store have no ability to effect online orders, but even reflecting on those elements, I am still really disappointed by the absolute apathy of every interaction I have had with Jo Malone in the past few days.

The online order still hasn't arrived either!

I have historically been a huge fan of Jo Malone, but I can't in good faith keep recommending them, they can't even make the smallest effort to pretend to care about the customer.

Similar to VB review 5 days ago, DHL massively let the company down, parcel did arrive having paid extra for next day delivery but arrived well before slot given which I had re -arranged my working day to meet. What was most disappointing was Jo Malone customer service attitude, yes they refunded the extra postage but that wasn't the point, the point was the gift needed to be here for the recipient on the day of their 50th Birthday and there was absolutely no effort or even a sincere apology and some empathy or regret given to try and resolve the situation, just a repeated message from the advisor that they can't do anything about it and I can't escalate the complaint. We have spent an enormous amount with Jo Malone in the past, this was the first time I had used their online service - never again! Incredibly disappointing.

I would never advise anyone to use Jo Malone.
They appear to use DHL as their courier who send details advising delivery date and times and then another saying they attempted delivery and no one was in! This is despite you waiting in, and no delivery being attempted - which you can confirm by checking CCTV at the property.
It appears impossible to speak to DHL and Jo Malone are completely disinterested and just expect you will keep waiting in for days on end.
Frankly appalling service

This was my first time in the stand alone store in Glasgow, Buchanan Street .
I was given a voucher for my birthday & was excited to use it .
Upon entering the store I was greeted by a pleasant girl with long dark hair & explained the reason for my visit& asked if it was possible to have a hand & arm massage , I’d only realised that morning that this was an option .Another member of staff ( older red short hair) interjected & curtly said no I should have booked particularly on a Saturday .Whilst she was correct she could have been a little kinder !
At this point a lovely girl Isabelle noticed my discomfort & came to the rescue . She suggested going to the concession in Fraser’s for the hand & arm massage & promptly arranged that for myself & my sister .
Shirley greeted us with a welcoming manner & big smile . We were offered a glass of fizz & help choosing a fragrance for the arm & hand massage .
We had a such a lovely time with Shirley & another member of staff .who was delightful,chatty & knowledgeable about the products .
I returned to spend the voucher at the main store . Isabelle had finished for the day so Elspeth helped me to complete my purchase .
Isabelle saved my experience & I would highly recommend her & Elspeth .
Huge thanks to Shirley though ,who was exceptional.

Hoy, 4 de Agosto de 2.025 he visitado el córner de Jo Malone en El Corte Inglés de Pozuelo. He intentado comprar una nueva fragancia de las que me envían periódicamente. Pues me he tenido que ir después de estar esperando 25 minutos sin que la persona que debería estar en su puesto de atención al público viniera de no sé dónde estaría.
La han ido a buscar 3 veces sin éxito. Al final me he ido aburrido. Si un día de estos tengo ganas con este calor de bajar a Jorge Juan pues bajaré y si no, pues otra vez será.
Pongo aquí la reseña puesto que no he sido capaz de hacerlo en la web de Jo Malone y tampoco he encontrado la manera de contactar por escrito con la atención al cliente de la firma.
En fin, dando facilidades teniendo en cuenta que un frasquito de 100 ml. cuesta el módico precio de 146€.

Pomegranate Noir a firm favourite for years has lost it's scent. Clearly there is far less parfum in the bottle. Lucky if the scent lasts more than a few minutes. You literally have to douse yourself in the cologne and even then the scent evaporates. The quality has significantly deteriorated. I've emailed customer support, they are apparently looking into it. This, however, does not excuse the fact that they charged £122 for a scent with no real scent in the bottle.

I ordered a candle with an inscription on the lid for my friend’s birthday. There was no inscription on the lid even though I had paid for it. It took 3 attempts to contact them through live chat (cut off) e mail (3days later no response) finally by phone. However they were unable to send an engraved lid on its own. They would refund the £10 and I would have to send the candle back and reorder. Needless to say I didn’t choose that option. The whole point was making the gift special-not the money refunded.

I recently purchased two bottles of fragrance from JM. Sadly one of the bottles had broken in transit. I contacted Customer Service who were excellent. Friendly and very helpful, the agent apologised and asked for a simple photo and how I wished the replacement to be packaged (e.g gift) and shipped. I had the replacement, beautifully packaged within a couple of days. No hassle, no nonsense, just great Customer Service. Well done to the nice woman I dealt with, she was a credit to JM.

I visited Jo Malone in Cardiff today, where I had booked an appointment for the wedding scent experience. I was served by Jaya who was fantastic! She was incredibly warm, welcoming and chatty. She made my mum and I feel very relaxed - we even had a complementary glass of Prosecco! Included in the package was a hand and arm massage which was quite pleasant. She was very knowledgeable and helpful when assisting me in choosing a bespoke scent for my upcoming special day. I also had a free engraving and embossing which was a lovely surprise. There was no pressure to purchase anything and the way she chatted to us about my wedding day made me feel even more excited and quite emotional. She made the experience a very special one and helped to make our day even more enjoyable. Would definitely recommend this service to any brides-to-be.

My fiancée and I booked the wedding experience in John Lewis, Exeter to pick our wedding perfume / aftershave. We had picked Jo Malone as I have had many of the perfumes before but they also off to have the date engraved on the boxes and your initials on the perfume lids. So we thought that would be lovely for our pictures and a keepsake of the day. We travelled an hour to get to the appointment only to be told Jo Malone, John Lewis don't offer the engraving service. We were disappointed but continued with the appointment. The lady was lovely and we ended up buying two perfumes, a aftershave, body spray, body lotion and a shower/bath gel so as you can imagine we spent a fair bit. I emailed Jo Malone asking if we could have the boxes and lids engraved and sent to us, we were told a flat no. So even after spending so much money Jo Malone won't send us engraved boxes or lids which they offer for free in the shops. Shocking and so greedy, they can't do that for our wedding day and for the fact they offer the service but don't tell when booking they don't offer certain services. What a con.

Poor service. Goods arrived in damaged packaging box and black marks on the white gift box. Badly packed as goods didn’t even fit in gift box. As it’s a retirement gift contacted customer services who advised me to get a new box from local store ( 90 miles away). And said they did not have an option to send me a replacement box. Sent me www link to return and closed chat - rude Lena. Such lovely products but not cheap and would expect much better customer service. Obviously take the money and the customer be damned. Only gave second star for product

I usually wear Le Labo Santal but decided to go for something cheaper. Wrong move. This is a poor product. Faint floral fragrance and 10 minutes longevity before scent disappears. Won't be buying again. Santal may be more expensive but one spritz lasts hours. Better value for money and far superior product.

Purchased with a gift card. Receipt received and gift card disposed of. No parcel received and no communication from Jo Malone. I had to chase them to discover the transaction had failed and they couldn't explain why. They have refused to send me a replacement physical gift card and insisted that I may only have a digital voucher. No voucher ever received. They keep telling me to check my spam. Patronising to say the least. I have been chasing ever since. Their customer service is woeful. They said they would send me a free body lotion to apologise for the experience. Guess what? Never received that either. This has been going on for more than two months. Please do yourself a favour and find another cologne. I will never deal with Jo Malone again.