Jo Malone London Bewertungen 

Disappointing experience to say the least…..

Few weeks ago I purchased 100 ml pomegranate noire perfume from Jo Malone London website that was meant for a gift what I received in a mail was 30ml honeysuckle & davana cologne instead. Not only they send me the wrong size but even the smell was different. Assuming I received someone else’s order I contacted the customer services explained the situation and was told they will ship correct item as rush delivery so I should receive it shortly as time matters here considering that it’s meant for a gift. Well I just got the package in two days ago. Bottle of perfume (correct size and smell) wrapped in a paper and tossed in a shipping box . How am I supposed to gift someone perfume with no box. What happened to “ order will automatically arrive in their signature cream and black box, wrapped in protective tissue paper, and finished with a hand-tied black grosgrain ribbon.“ not in my case . Cologne came in a stand along bottle with no box , no ribbon and not sealed in any way. So I just called customer service again today explained the situation and that a 195$ bottle of perfume should come ins box and sealed. I was told that since this is a replacement for previous perfumes this is how they ship them. P, no box no gift wrapping just naked bottle wrapped in a paper to protect it from breaking.”. What am I supposed to do if I want to gift it to someone buy a box on eBay. You get 25$ worth of perfume at tjmaxx and it comes in a box. If this is the luxury experience this company provides that should reevaluate their mission. So now I have to shop it back and shop for a gift last minute . Just an advice from a disappointed customer avoid this company at all costs and if you like the scent purchase at one of the retailers instead. Very unprofessional…. Never again.

My daughter and I had a wonderful experience at the Jo Malone London Battersea branch on Saturday the 3rd at around 4pm, thanks to Casey.

Casey was incredibly thoughtful, attentive and knowledgeable throughout our visit. He took the time to listen to what we were looking for, offered genuinely helpful advice and made us feel valued as customers. He also introduced us to the engraving service, which we hadn’t known was available, adding a lovely personal touch to our purchase.

What really stood out was his warm, professional approach and the care he took to understand our needs without making us feel rushed. His insights and recommendations were excellent, and he made the whole experience feel special and personal.

Customer service like this truly makes a difference and reflects beautifully on the Jo Malone London brand. Casey is a real credit to the Battersea team, and we would like to thank him for making our visit such a lovely experience. We hope this feedback reaches him and his management team!

Ordered a candle and diffuser.
No reeds with the diffuser.
Disappointing especially considering the price paid..

I ordered a gift which was despatched Friday 25 September via Hived. So far, I have had three online chats and also emailed Hived to try to find out when my parcel will be delivered. According to the chat agent, I’m a valued customer!
I asked for my delivery charge to be refunded, that was a no.
Looking at the tracking, the parcel has been booked into the depot 3 times, but not managed to make its way out.
Jo Malone don’t seem to care.

Ordered 5 days ago and item still hasn’t been despatched - it was an anniversary present - I called customer service and they apparently can’t cancel an order even though it hasn’t left the warehouse yet!!! I explained that we’re leaving our holiday property in two days and asked if it could be cancelled or diverted to my billing address but neither are apparently possible.not sure why I spent half an hour on the phone to them with zero resolution! Normally I order my jo Malone products through John Lewis and the service is much better and quicker

Disappointing experience with a gift orde

ordered a gift from Jo Malone London with a personalised gift message. The order arrived without the gift card and personal message.

I was also very disappointed to find that the inside of the gift box was not clean and had several small hairs inside.

I contacted customer service by telephone, but I was told that I would have to wait up to five working days for the gift card. I found the way this was handled disappointing, particularly given the time-sensitive nature of the order.

I later contacted the online customer service team, but the replacement could not guarantee that my original personalised message would be included.

I expected a much higher standard of presentation and customer service from Jo Malone London.

This company was brilliant in the early years but now, my intermittent purchases over a period of circa 8 years have been so disappointing, ranging from the ( standard ) diffusers to the two types of candles, the scents have all been so weak, especially for the price !!!

I have been a loyal Jo Malone customer for more years than I care to remember. I bought one of their top of the range diffusers as a birthday present. Just to make sure, I opened the box to find the reeds missing. I have had the most disgusting customer service ever. No urgency. No help. Clearly they do not care. Once this is rectified, I will NO longer be purchasing their products than other through a store. Jo Loves much better and it really is Jo Malone making the products not Estee Lauder's huge conglomerate who do not care about their customers. Also how can Jo Malone not have a weekend support service? Shocking.

The whole saga commenced on 8th August. Product arrived damaged.

It has taken over ten emails and three phone calls and its now 25th August and I am still awaiting the replacement item, several emails have been contradictory. In context well over an hour wasted on a sub £50 product.

This is utterly atrocious customer service, I will not be using Jo Malone again. If this ever gets resolved I'll delete my account.

In all a totally frustrating process designed to make the customer feel completely devalued. Quite frankly don't bother. I'd have had a more satisfactory time puncturing my own eyeballs with knitting needles - at least that would have succeeded.

If I could give them zero stars I would. Ordered two candles one for my mother in laws birthday paid to have it engraved gift wrapped with message arrived no engraving gift wrap or message. Basically flung into a box. This is the second time this has happened to me ordered for a friends 40th b day and again no engraving or gift wrapping. I contacted their customer service this time to ask them to make sure it was done to be completely ignored. They’ve gone so so downhill and are no longer the luxury brand they once were. Sadly I won’t be ordering again. App they don’t monitor this site but at least others can read the review

I almost didn't write this review as Jo Malone doesn't monitor them, nor respond. Hopefully this review will prompt other customers to shop in store and not use their online platform for ordering products.

On tuesday, I ordered some perfume for a birthday gift on a next day delivery. I ordered before 1600 which according to their T&Cs should mean that the order was dispatched the same day for delivery the next, it wasn't. It's now friday of that same week and still no order.

The customer service team don't seem interested in helping and they offered me a refund of the NDD cost. Offering a refund of a delivery cost is insulting, that should be automatic as you have failed to provide the service you are offering.

The poor quality of the customer service is generally concerning, shows a lack of caring about the customers that buy from their business.

Probably wasted 5 minutes of my day writing this, needed to vent.

Received a gift on my birthday sent directly from Jo Malone - box had been opened and gift stolen. As it was a gift I don't know who it was from but have their customer number (cannot claim from Royal Mail as I am not the sender). They refuse to provide any help identifying sender so I cannot resolve. So I have spent my birthday on an unconstructive live chat trying to sort out a present I have never received.

Abysmal customer service after an online order. Do not order from this company. I have tried with several phone calls and emails to get my delivery issue resolved and still unresolved. Hopeless customer service agents who say effectively don’t tell the truth. Thought Jo Malone was a luxury brand but will never buy from them again and would recommend no one buy from them, unless you want stress and them to still have £125 of your money days after cancelling your order. Very very unhappy customer.

Before purchasing in-store, check the Jo Malone website first. You may find a significantly better promotion, offer, or gift with purchase online than is available in-store.

This was a disappointing discovery after making a purchase in store. When I later contacted customer service, I received polite responses, but no real effort was made to address the issue or offer any gesture of goodwill. The position was essentially that online and in-store promotions differ, and that's the end of the matter.

What makes this particularly frustrating is that the in-store experience itself was excellent. My fiancée and I visited as part of our wedding preparations, and the staff were welcoming, knowledgeable, and made the experience feel genuinely special. They are a credit to the brand and provided exactly the level of personal service you would expect from a premium retailer.

Unfortunately, the handling by customer service afterwards completely overshadowed what should have been a very positive memory. As a result, my advice to other customers would be to enjoy the expertise and service available in-store, but check online before making your purchase, as you may receive a better overall deal.

A great store team let down by a disappointing customer service experience.

I visited the Leamington Spa branch as I was treated for my birthday to a fragrance selection and then to a hand and arm massage by a lovely assistant called Sarah what an asset she is to the company so friendly, knowledgeable and a delight to be served by. I will be recommending her to my friends she made a fuss over me

I booked a hand and arm massage for my friend and I at the store in Buchanan street. This absolutely exceeded all expectations. We felt extremely welcomed from the second we entered. Offered a glass of Prosecco by a lovely pleasant girl. Advised to take a seat. Beautiful environment. We were then met by Evan who demonstrated outstanding customer service. He was so calm and pleasant. Experienced and knew what he was talking about. Scents and hand / arm cleanse and massage was utterly fabulous. Evan, you lifted our hearts and our spirits. Thoroughly enjoyed our whole experience. Thank you. Near the end of our visit we also chatted with Hazel who was equally lovely. I will come back soon. Thank you for enhancing our day.

This company deserve no stars. Please stop spending your hard earned money with them. They appear to be only i terest in gifting freebies to influencers, us mugs who actually spend money they couldn't give a toss about.

I've never experienced such poor customer service from any company before this. My parcel has clearly been lost by DHL but jo malone are refusing to give me my money back, just keep asking me to wait as maybe the parcel that hasn't been scanned into DHLs network in 2weeks will suddenly be found. I've had tiny small companies send me replacements after 1 day of a missing orders but this company are an absolute joke. They deserve to go bust!!

I will never shop with them ever again after this experience and will tell everyone i know of how horrible they are to deal with. Save your money and spend it with a more deserving company

Wish I could give no stars. Terrible customer service with little genuine care about customer experience. Cancelled an order I had and didn’t inform me that the replacement was also cancelled as they failed to update the payment. Was told the wrong information at every turn. Have never experienced such poor customer service in my life! Feel like I’ve been manipulated by a company

I visited the St Albans store this afternoon and received outstanding service from Leah. She was incredibly friendly, knowledgeable, and helpful throughout our visit. She helped my partner and me find the perfect gift for my mum’s 60th birthday, making the whole experience enjoyable and stress-free.

Leah has a wonderful personality and a great sense of humour—it genuinely felt like we’d known her for years. She is a real credit to the store, and I hope she receives the recognition she deserves for providing such exceptional customer service. Thank you, Leah! ⭐⭐⭐⭐⭐ From Elise and Harry !

What a fabulous experience at the Covent Garden store with wonderful service from Olivia. Had booked a hand & arm massage as a birthday treat for my niece. Olivia was very knowledgable on pairing various scents - combinations we’d never have thought of. So much so we purchased the beetroot scent! Such gracious and personal service - thank you so much Olivia!