Jo Malone Anmeldelser 1.077

Absolutely laughable. I ordered a fragrance from them over a week ago and their system glitched so it didn't add my housenumber to the address. Their first customer service member blamed me for it which is ironic considering I autofilled the address the same as I do with EVERY other site.
The second assured me the parcel would be delivered the next day and it's been well over a week only to find DHL has LOST the parcel! An entire week of messing me around, poor excuses, half assed apologies.

This place should be honestly shut down.

Thank you so much Filiz, for your kindness and professionalism when i arrived in the Jo Malone store in Bromley this evening. I felt so well looked after from the moment i walked in.
The way you wrapped the gift was absolutely brilliant- the recipient will be delighted. Thank you also for adding the lovely complimentary extras to the gift bag.
you truly exceeded my expectations.

Although I try various brands of fragrances in the medium to higher price range, whenever I have chosen to get some Jo Malone fragrances my visits to their shops/outlets have always been welcoming, helpful and enjoyable.

Despite their products being fairly pricey, the standard of service from the staff and quality of the products, I am happy to continue to purchase more on special occasions or when appropriate such as when passing by.

They normally go beyond expectation with their fancy bags and ribbons used, but the take home product is always good.

I look forward to trying more of their fragrances.

I was welcomed warmly by Pauline at the Jo malone store in silverburn before i’d even entered, she assisted me with finding a fragrance i was interested in trying. I had no intent of buying when i was there as i just wanted to browse but her excellent salesmanship had me buying a bottle. She was so helpful and made the whole experience personal with her being able to recommend laying options and explain in great detail the notes. Based on my first experience in store, i would happily return and purchase many more.

Re order: 444483700

Another appalling service from Jo Malone. Ordered a hugely expensive bottle.of perfume on the 3rd April. Still not with courier as of the 9th April. Contacted them by online chat, whatsapp and finally telephone to be told there is nothing they can do for another 3 days. It was a gift, which will now not arrive.on time, if at all
Pathetic for such as supposedly high end company. 2nd complaint made in the last two orders.

I got the birthday promo code, twice in fact because I did not use the first one they sent right away. When I tried using either code (still within the valid time limit) neither was working. I contacted Customer Service that I'm about to order but the code is not working and got the reassurance she'll add the birthday promo when I order. I ordered and gave her the order number. Guess what I got? A 9 ml cologne instead of the 30 ml cologne! I contacted CS again and stated I got the wrong size cologne. Lots of questions in the chat before they said they'll send me an email. More convo in the email saying they ran out of the scent (when I am seeing the scent available online) then when I said any scent is fine all of a sudden the scent is available! Then got another email from a no-reply account/email saying to reply and attach a photo of what I got (when their order email clearly states that what I got is a 9 ml cologne). Still waiting to hear back or for the confirmation of shipment of the correct birthday promo item.

Almost feels like a bait and switch thing because why would CS think it is ok to send a 9 ml cologne when it should have been a 30 ml cologne?

I feel it's fair to add that in previous year/s (at least one time) I did not have this issue of getting the 30 ml cologne birthday gift. A search on the web today says though that people are experiencing this bait and switch lately.

I gave it 2 stars because at least the CS people are polite but does not make up for all the hassle of getting the correct item.

Update: 4/17/2026
So today I got another email that they are waiting to hear back from me. What?! I sent them all the bajillion communications we've had. Their customer service really needs a lot of work.

Fantastic service all round. First time ordering from Jo Malone online I ordered a 100 ml perfume it was the Easter bank holiday long weekend so I knew my order would be slightly delayed. Come the 6th of April I recieved my tracking notifying my perfume had been dispatched then after two days DHL tracking was visible by 8th of April my order had been delivered and the courier actually delivered earlier then my one hour time slot I was over the moon. The whole experience has been smooth and seamless from both Jo Malone and DHL many thanks.

I ordered a birthday present for a close friend for "named day delivery", paying extra to ensure it got to its destination on time. When it didn't arrive, I looked up the tracking details on DHL to find it was going to arrive 5 days later! Jo Malone did not have the courtesy to let me know this was going to happen.
When I called to ask what had happened, they investigated it and said the package was lost. They said they would issue me a full refund.
At which point I bought my friend a replacement gift from Liberty.
Only to be called shortly later to say that the lost gift had been found and that it would be delivered, and that they wouldn't be able to refund me.
So now I've ended up buying my friend two expensive gifts. The Jo Malone customer service team is manned by people with no people skills, who are rude and just repeat the same lines over and over again.
Avoid at all costs.

I wish I had checked the feedback first.
Jo Malone is a dodgy, untrustworthy retailer.
I placed a simple order for my wife's birthday present a couple of weeks before.
It didn't get delivered in time - in fact, thought it had, but was returned.
So day before birthday and no gift. Thank you Jo Malone.
Customer useless and rude ....zero help.
Will never use again.
My daughter suggested going to Bluewater shop instead.
Not a chance. I will buy another make of perfume and candle elsewhere in future.
Overpriced goods with bargain basement service.
I feels as if I was waiting for goods from abroad ....not UK.

Very disappointed. After 7/8 sprays before I got in my car already can’t smell anything. Shame! 122£- that’s ridiculous

I bought a room diffuser for quite a lot of money and within 6 weeks the aroma from the unit was negligble, and in no way was worth the expense. Trying to contact their customer service section is impossible. Save your money and purchase far cheaper brands. Jo Malone is trying to capitalise on "brand name", yet providing poor products in their room diffuser range.

I was rerouted via Manchester Airport returning from holiday so had time to spare and looked in the Jo Malone shop at duty free. Elaine France immediately approached me and offered to help. She was empathetic about my delays and offered to give me a relaxing hand massage whilst explaining about all the products. Knowledgeable, friendly and a definite sales person. I didn't feel any pressure but purchased the body lotion and body spray and she gave me a small gift for my stressful day. my 5 stars are for Elaine. Unfortunately the perfumes don't appear as good as I remember from JM and have stopped using as it is giving me a terrible sneezing allergy, will pass onto a relative or friend.

dissapointing service - felt like superdrug.

Ik kocht Jo Malone Body Oil bij de Bijenkorf. Het zat in een goedkoop plastic flesje, niet bepaald chique of milieuvriendelijk, en het stonk echt vreselijk! Het was ronduit smerig, alsof de olie bedorven was. Ik testte een heel klein beetje op mijn handrug. Het stonk nog steeds. Na een paar minuten was de geur helemaal verdwenen en de aanvankelijke 'zachtheid' was ook snel daarna weg. Koop dit niet, dames, en wees ervan verzekerd dat ik nooit meer iets van ze koop. €88 voor... woorden schieten tekort om te beschrijven hoe slecht het was.

I bought Jo Malone Body Oil from de Bijenkorf. It came in a cheap plastic bottle, not exactly classy or ‘Climate’ friendly and it absolutely stank! It was truly foul, it was as if the oils had ‘gone off’. I tested a teeny tiny amount on the back of my hand. It still stank. After a few minutes the smell faded to… nothing & the initial ‘smoothness’, also disappeared soon after. Don’t buy this ladies and be assured I won’t buy anything of theirs again. €88 worth of… words can’t do justice to how bad it was.

I bought lime , basil, mandarin. Shower and hand products from brown Thomas Galway.. this is my usual item along with cream . Usually as soon as the bottle is open a lovely smell of lime etc. this time very little smell of anything. I can only say if you are going to cut back on your oils , cut back on your price.. Aldi and Lidl have similar products .. I always go for quality but from now on I will think twice before I buy . Ann

Realicé una compra en la web oficial de Jo Malone London de un set de Cypress & Grapevine Cologne Intense. En la ficha del producto se indicaba claramente que el set incluía un frasco de 100 ml junto con un spray de viaje de 10 ml.

Sin embargo, el producto recibido contiene un frasco de 50 ml. Tras contactar con el servicio de atención al cliente y aportar capturas de la descripción publicada en el momento de la compra, la única respuesta recibida han sido disculpas, sin ofrecer una solución real al problema.

Cuando una marca anuncia un producto con unas características concretas, lo razonable es esperar que el cliente reciba exactamente lo que se describía en la oferta o que se proponga una solución adecuada. En este caso, la gestión de la incidencia ha sido muy decepcionante.

Es una pena, porque se trata de una marca con una gran reputación, pero situaciones como esta generan desconfianza en la compra online.

Used to share an office with someone who wore Jo Malone. It smells disgusting and makes me gag.

I usually buy Jo Malone fragrances whenever I travel to visit a particular friend of mine who just loves them.
This was at least my 5th visit to your store in the Fort Lauderdale Airport, Terminal 3
Normally get fair service there and on occasion you have good sales offers which I try to take advantage of.
However, on the morning of Saturday, March 7, 2023, at about 9 am, Ana, the salesperson on duty at the time was TERRIBLE TERRIBLE TERRIBLE
When I approached her she was stooping, attending to something in a bottom drawer. For the first half of our interaction she never even bothered to stand up to speak with me, showing little to no interest in trying to sell the Jo Malone fragrances that I inquired about.
I saw the blue piece of gum she was chewing while arguing with me, more than I saw any of your products.
In my opinion, she is a poor representative for such an exclusive high end product.
I’m sure I will be back as it is convenient for me to shop there when traveling. However, if I see her I will just keep moving.

On Saturday we went to the Stratford upon Avon store to do the wedding scent finder. We had a lot of advice from Beverly who was lovely. She made us feel very at ease and helped us find my wedding perfume! From someone who doesn’t do branded perfumes this was a wedding treat & she helped me through every step. There was no pressure at all thought the whole service. So happy we booked as it was the most wonderful experience! All the staff were lovely and chatty! Would highly recommend!

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.