Jo Malone Anmeldelser 1 087

On July 15, 2025, I purchased two perfumes from the Jo Malone store located at IstinyePark Mall in Izmir, Turkey. Before completing the purchase, I tested one of the fragrances on my skin and told the store staff that I was unsure and might come back shortly if I wanted to change it.

About 40 minutes later, the scent changed completely and became overwhelmingly masculine, which was not what I expected. I returned to the store to request an exchange — the products were unused, unopened, and in their original boxes.

To my surprise, the store manager (Ms. Başak) refused any kind of exchange, despite the fact that only an hour had passed since the purchase. Even worse, I later discovered that both perfume boxes had no cellophane wrapping, which raised serious doubts about whether the items were used, opened, or display testers. There was no indication that I had received new, sealed, original products.

For such an expensive and supposedly premium brand, this level of customer service and product handling is unacceptable. The lack of flexibility, professionalism, and care shown at this store is shocking.

I have filed official complaints with the Turkish Consumer Arbitration Board and the national government platform (CIMER).

Jo Malone’s global brand reputation should not be compromised by such unprofessional behavior at local branches.

Extremely disappointed. I will never purchase from this store again.

What happened to this company! I used to adore them. My friends and I always ordered from their stores growing up!! Its ridilous what is happening to their product. I bought their new cologne and within a week no odour. Nothing coming out expect an alcohol smell. I went to store who compared to display give me a lot number A35 and said to contact them. After being on what's app for 46mins I kid you not I got completely different message we give you rooney back and that's it. But I want an exchange I want you to check the batch issue. Nothing not our problem. Phone was no help either. Although the store promised completely different thing and was much nicer to me. I will just consider I lost over 100 quid but never ordering again from them and telling all my friends this is a joke.

Bought this fragrance on the plane and it’s the worst perfume I have ever smelled 🙊 English pear and freesia!!! Stinks like alcohol … total waste of £40 for a 30ml bottle. Husband got the cypress and grapevine and that is lovely. Very disappointed ☹️

I purchased a Jo Malone at Manchster Airport. The scent vanished in seconds! I have been in touch with customer services.

Actual wording from a Jo Malone email:

“Sample Our Newest Scent
Welcome to Jo Malone London. As a thank you for signing up to our emails, we're giving you the chance to discover our new limited-edition Raspberry Ripple Cologne.”

As a thank you us “lucky” customers who signed up for the emails for exciting news on their new Raspberry Ripple cologne get the privilege of clicking through to their website….like any other customer browsing. No samples being given here, no substance to how this is a “thank you”, just a bog standard click through to their website. Absolutely no differentiator here. Very poor, cheap, cringe worthy email.

Understand JM don’t want to give away samples, or actually thank loyal customers anymore, we well know those JM days are long gone, but honestly, please spare some thought to the credibility and content of these emails and ask yourselves if you really think this feels like something a premium brand should be sending.

Got the Cypress and Grapevine scent and assumed at £100 for 50ml it would be parfum. It's not. It's the weakest mix possible to buy as it is only cologne. It lasts about an hour. It's a great smell but very very weak. Absolute rip off. Returned.

After being a loyal customer for years this will be my last purchase from Jo Malone, ordered a limited edition bottle of raspberry ripple 100ml when item arrived box was damaged and unfortunately the perfume was missing, with numerous phone calls to Jo Malone eventually stated on Monday the 31st of June I’d be be getting a replacement bottle, I stated I will be leaving for my holiday on Friday for 2 weeks so won’t be here if not delivered before then as I live in Northern Ireland, I rang this morning again as still not dispatched and asked for a refund so I can buy a bottle at the airport she was so rude and said no nothing they can do and I said well what am I going to do if it’s delivered on Friday when I’m not there nobody will be at that address for 2 weeks her response was practically not my problem u will have to sort it with the delivery company when you get back, without fail I get the advent calendar every year and love there products but this is it for me absolutely fuming I am

Visited the store in Leamington Spa.
Staff were warm and friendly. As first time customers we were impressed with the range of perfumes.
The depth of knowledge was impressive. We experienced the top notes and base notes. We would want to go back to consider more.

There are already problems with the ordering process:
The website only functions with errors and loads slowly (Microsoft Surface, Google Chrome browser, fiber optic connection, everything is up to date), which leads to timeouts during the payment process.
"Sofort" payment (Bank transfer) doesn't work at all, it cancels with an error message when using Klarna (Processed via Klarna Bank).
Then I tried using debit/Mastercard, but that didn't work either, it always got stuck somewhere in the payment process.

If I hadn't wanted an "Online Exclusive" I would have just stopped here and ordered (cheaper) elsewhere.

I tried both methods x times, on different days, and even a week later, it still didn't work.

My bank account (One of the largest banks in the world) is fine for global (!) payments (I called my bank and they didn't receive any payment requests when I tried to shop at Jo Malone live on the phone).
Jo Malone customer service offered no help or solution other than "Try a different payment method."
What payment methods do I need to order from Jo Malone? The two standard payment methods, bank transfer or credit card, should work if you want to earn money (Apparently, they don't need to, I can even understand that, given Estee Lauder's annual turnover ;)).
Eventually, it suddenly worked, via debit/credit card.

An order confirmation or shipping confirmation via email, as is standard and which you normally receive with every online order, regardless of where, never arrived (Yes, I checked my spam folder).

The delivery time for Jo Malone Switzerland is stated as 3-4 business days, but the purchase amount hasn't been definitively debited from my bank account for 3 days (Yes, business days, not including saturdays, sundays, or holidays), meaning the package hasn't been shipped.
I contacted customer service again to see if my order had actually really been successful. "Yes, it's being processed, will arrive within the delivery timeframe." - Sure.

5 business days after ordering, as I discovered by chance at some point, using the UPS package tracking number, which is only visible in my Jo Malone customer account, my order was finally at customs in Belgium (Apparently shipped from Belgium to Switzerland) and was immediately intercepted there because the commercial invoice was not included.
Jo Malone then reclaimed the package from customs in Belgium, instead of simply, quickly and cheaply, forwarding the commercial invoice (Customs clarifies matters with the sender if documents are missing. All parties can correlate everything using the tracking number).
I contacted customer service again when I saw that the package had been sent backwards instead of forwards:
The package is back at the Jo Malone warehouse in Belgium, where it was shipped from, and is being "reprocessed" there.
They couldn't tell me when I can expect my order.
So, by now, in addition to everything else, I've been waiting for 7 business days for my order, which is, so to speak, still at the Jo Malone warehouse in Belgium.

As I've now read in various reviews, this doesn't seem to be a single incident, but rather a regular occurrence, at least for Switzerland.
I can't understand how a company like Jo Malone/Estee Lauder, in the premium segment, which offers international shipping, with a separate Jo Malone Switzerland website just for deliveries to Switzerland (!), repeatedly (!) fails to include the commercial invoice, without which NO international exports/imports to non EU countries, such as Switzerland, are possible. This should ALWAYS be included when shipping goods as a company to another country anyways, just simply to be on the safe side.
This is in addition to everything else that doesn't work and the unhelpful customer service at Jo Malone, which, while always very friendly, also takes you for dumb when it comes to the whole procedure and tells you a load of rubbish, which is also a total bummer.

I order a few things online every month, globally, and so far, it's always worked. I've never experienced so many problems and hassles in just one purchase for many years.

I'm very disappointed with Jo Malone and am considering canceling the order. I've lost the joy of my first perfume from this brand and the interest in buying some more.

Update 24.6:
Order still in Belgium - I Cancelled it.

This "service" and treatment is not worth the money.

I ordered two gifts online from Jo Malone France - I explained on Chat it was two gifts and I added a note to my order. Both gifts arrived in one box - chat online after nearly a hour offered free sample with my next purchase! This was not really the point. I was prepared to pay for an empty box! My last experience with Jo Malone was at Heathrow airport a couple of years ago when the assistant didn’t understand the security procedure and at the plane the items were confiscated from me - never got my money back as promised despite several efforts. Customer service could, and should, be so much better.

Run away from this shop . You pay money to have something delivered next day. They just sending it out after 2 days. When you ask where is the order then just telling through the flowers f.. off..!!
Unbelievable customer service!!!

Absolutely awful online service. Don't care - they've got your money. Wanted to take advantage of 10% first time order and signed up. No code coming through so had to order without code as it was to be a birthday gift. Code came through after 48hrs but was too late to use it. Tried to contact them 6 times via WhatsApp chat to no avail. Eventually phoned them to be told "tough - we won't do anything so hard luck". For a company this big their service is terrible. Couldn't care less and won't do anything to help. If this order wasn't a gift I would happily return the perfume and never use them again.

The quality of products has really deteriorated over recent years. Very expensive diffusers barely have any scent at all, extremely disappointing. Customer Service is totally disinterested, unresponsive. I wouldn't buy their products again.

My husband got me the reed diffuser and candle set , it says to allow 3 days for sent it’s been 2 weeks and still no sent from it ,

There are almost no words to convey just how appalling my experience with Jo Malone has been — but I’ll try. What was meant to be a straightforward order turned into a days-long circus of failed deliveries, hollow apologies, and shockingly poor customer service.

The first time they failed to deliver my items, I called customer service and was met by an agent dripping with attitude — someone who literally spoke over me for a full minute. I couldn’t get a word in and had no choice but to hang up. When they followed up by email — presumably because it was on record — the tone changed. They issued an apology, promised re-delivery the following day, and offered a goodwill gift.

That promise fell through immediately. My order still didn’t arrive the next day. I followed up again and was informed, with no explanation, that delivery was now scheduled for the day after. Unsurprisingly, that day also came and went with no sign of my order. I was home all day. We have a staffed concierge and ample parking. There was simply no attempt to deliver.

DHL, their courier of choice, appeared wholly unbothered by the mounting failures. Meanwhile, Jo Malone’s customer service continued to respond with a mix of denial and misplaced defensiveness. They also refused to send my order with a different courier and even failed to come up with alternatives like deliver to a store!

A third delivery attempt was arranged. The agent I spoke with assured me it would arrive on Saturday — a “special arrangement” to make up for the fiasco so far. By mid-afternoon Saturday, still nothing. I checked the tracking to find a prominent message: “Delayed.”

When I raised this, the customer service agent insisted it would still arrive that day, dismissing the tracking alert as outdated. I was told to simply “wait.” I insisted they contact DHL directly to confirm. Over an hour later, they called me back — and, of course, confirmed what I already knew: DHL had not even loaded the parcel onto a van. Delivery was now tentatively pushed to Tuesday after the bank holiday.

To her credit, even the agent seemed to finally grasp the absurdity of the situation. I asked for refund straight away, and she emphatically agreed - she hadn't bothered to confirm Tuesday to DHL as she herself, she told me, would have asked the same in my shoes.

Other notes: my honest review submitted after the first failed delivery was never published on their site. No reply, just a generic email asking for feedback on the service. Again, I have no words.

Oh! And their 'live chat' via WhatsApp just sends you the same two messages over and over again, and you never get through to any agent - it's been five days, and it's never gone beyond that. It really all has to be seen to be believed - this company is a hot mess.

Once upon a time, I considered Jo Malone the gold standard of luxury and service. But that illusion has completely collapsed. Their website may still be polished, but the actual experience is anything but. Based on this ordeal and the consistent poor reviews now appearing online against their products, the brand is clearly in free fall.

The good news is this: small, artisan fragrance brands are rising — and they know how to pair quality with genuine customer care. I’ll gladly spend my £200+ with businesses who still understand what service means.

As for Jo Malone: overpriced, overrated, and, frankly, not worth the headache. Never again.

Recently purchased the Jo Malone aftershave (Cypress & Grapevine) smells gorgeous but not worth the price. £160 for 100ml but then it loses it smell after about an hour.

Unlike other brands I like I.e creed few sprays and you still smell it hours later and also get nice compliments.

The small samples they give you in shops clearly have a stronger scent, therefore it still smells amazing hours later. That is not the case when purchasing the bottle.

Terrible customer service

Was gifted a reed diffuser for my birthday and the silver collar was missing, for the money it looks awful and very disappointing. I went on a group chat to be told they don’t have any of the collars and can’t help me.
They don’t mind taking your money and providing inferior goods!!! Disgusting don’t buy from them as they don’t care
Update I had a call from customer service head office and they have provided excellent customer service and replaced exactly what I needed and more

Absolutely awful customer service! Placed an online order for delivery before Mother's Day. Placed order on Tuesday, delivery option was Thursday/Friday, which would have been perfect. On Friday received an email to say there was an issue and delivery would now be Monday. When I tried to make a complaint it was suggested that I send back the gift back if no longer required! For the price you would hope for much better customer support. Very disappointing to say the least.

No dura el olor!!! para nada !!una gran decepción compre ello de cardamomo !!!!

Possibly the worst online customer service I’ve ever received. The website was misleading about delivery options (providing a drop down option of standard, next day or named - I selected next but apparently this means next working day… and for a Saturday delivery you need to pick named day) so I subsequently called as my order would not be received when it was required.

I asked whether any other options were available - could I collect in store and the online order be cancelled, could the order be expedited etc. The advisor repeatedly told me the website couldn’t be clearer, that she believed I had read the part where it was clear (so chose to be out of pocket and insinuated I was a liar) and that there was nothing they could do without even looking into. When I asked for the call transcript after she insinuated I was lying, she promptly hung up. She also gave incorrect information vs a later email chain with customer services. Jo Malone customer services are in need of customer service training, never again! My email exchange later wasn’t much better.