I wrote a slightly negative review about Jo Malone and trust pilot flagged it as unusual activity and would not publish it. I even sent my receipt as proof of purchase. Very odd and makes me suspicious of both trust pilot and Jo Malone. This is a test to see if they do it again.
Had a Superstars experience at Royal Exchange London. Sue was wonderful- such a bubbly thoughtful character who made mine and my daughter’s visit feel so special. Can’t recommend this store highly enough.
Been a customer for over 25 years. I rememeber when it was just candles and exceptional service. Have never had a problem so have never faced the "customer service". 3 emails sent, 3 replies that Jo Malone will be in touch and no reply in nearly a month. So we called the number and promised a call back - no call back. Last purchase was aroynd 400 euros of product that doesnt match the previous standards but they have no interest in their customers, i dod not know this and had assumed the company continued being exceptional quality, sadly i am wrong and dont know if i will wver get this resolved now.
I ordered the diffuser replacement, it arrived and the scent was awful, so bad that my houseguest WHO LOVES POMEGRANITE NOIR, moved it to another room. I complained, but they wouldn't refund me, insisted on sending me replacements which I received and they were equally as bad. AWFUL !! clear in color and the scent is indescribably bad. I can't believe Estée Lauder who bought Jo Malone would allow this !!
Failing to refund my son having bought his sister a perfume for christmas, she did not like any other of the fragrances sadly. My son had gift receipt but the original sales assistant in southampton failed to give the other receipt which apparently is proof of purchase!!! His bank statement and gift receipt it appears are not enough! SINCE WHEN... The assistant, in front of other customers at the MK branch in john lewis went on in a loud voice to say we could have stolen it from someone's else's shopping bag or just stolen it off the shelf! We were all mortified. 2 emails later and I received a passive aggressive reply telling me that "no they will not refund but hope I'm happy with the service", no mention of any of the points I had raised. Sanctimonious rude woman in the shop and it appears at head office customer service too. Disgraceful service
Shockingly bad carrier DHL and a dreadful experience with customer service. I ticked next day delivery when I spent £244 so I could my sister her gift. I was given a time 12.16 to 1.16pm. At 11.37 a card was put through my door to say they'd tried to deliver! My husband got her at 11.55 to receive the perfume.When I rang, she said they'll the driver know to come back or it would definitely be delivered the next day, Saturday. Now its Monday evening and no delivery even though the card said today. I will refuse delivery now, I want my money back and wont purchase here again.
I received a gift but unfortunately when I tried to exchange I found the whole shop was not for me. From bluebell to sandalwood to orange to rose to blackberry. Urgh. And expensive like you would not imagine. Unbelievable. I settled on a lemon body gel that only reminds me of my Cif cleaning cream. Dreamy.
I’m leaving a review for the service I received from the two Sue’s at the Joe Malone Xmas pop up in Roomes store Upminster which I visited 3 times !The ladies were incredibly helpful and very friendly and it was a pleasure to be served by themThank you
Awful experience. I have purchased several full sized bottles of JM this past year and decided to treat myself to the Christmas fragrance Apricot and Sandalwood - 30ml size. I was offered a complimentary trial size bottle with my order and then checked out.The perfume arrived today, minus the complimentary mini sample so I messaged via chat. The advisor was very unhelpful and inflexible. I was almost made to feel like I had made it up! There was no offer of sending a sample, if which JM must have 100s of at their disposal. The chat was abruptly closed too!I will NEVER buy from you again if this is how you treat your customers. Your colognes are expensive and a luxury item. It's a shame this isn't reflected in your customer service.
Worst customer service in any company out there.
Placed an order on 17th Dec for collection in store. I didn’t receive any email about when it’s ready to collect. I had to contact them via chat on 5Th Jan to find out the statues of my order and was told that the order has arrive in store and ready for collection till end of the week. i just made trip to the store next day and only been told it was sent back. Complete was of time.
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.
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.
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
