Bought a candle for my daughter for Christmas. It is lovely, and packaged beautifully! And the engraving is lovely too!
A 5* service. Will recommend to all. Thank you.
Review by Bradlie Subis1 month ago
I called jo malone head office,and could not believe that such. A luxury premium brand , customer service department would be so unfriendly and not helpful. I’m totally shocked and disappointed in this brand which I have loved over the years
Review by Funtcase Haddix1 month ago
I ordered a perfume with engraving on jo malone site one week ago, as a birthday gift.
The package was delivered by Hermes courier company at an obscure “post box” near the address I expected it, nowhere to be found.
Telephone customer services insist it has to be internally investigated with the courier/driver, before they can offer me a refund, re-post of the package, or other resolution.
Currentl situation: paid £137 for a lost perfume, missed the birthday celebration, and unaware if I will be refunded at all.
Review by Juxta2 months ago
Really obsessed with these perfumes. They stay on for a long time without smelling too fruity.
The girls at the store were also lovely.
Review by Natalee2 months ago
Appalling customer service. Ordered perfume in plenty of time (spent over £100). Somehow Hermes have managed to lose package. Jo Malone customer service cannot care less. They will not refund. Have had to open a case. No phone calls. No emails. Will never use again until they change their courier. Am now out of pocket with zero sympathy from Jo M customer service agents.
Review by JumbyJane3 months ago
My husband gave me Jo Malone perfume for Easter this year. I considered this to be an expensive yet quality gift. Whilst I love the fragrance earl grey and cucumber, sadly it did not live up to expectation. Once applied, the fragrance disappeared after an hour. I am very disappointed and will not be purchasing Jo Malone perfumes again.
Review by Sanbir3 months ago
Received a sample of Jo Malone Myrr and Tonka and I must say I was blown away by it.
The best long lasting perfume I have ever worn.
Fragrance was delightful all I could smell all day.
Review by Oluwafumbi3 months ago
I went into the Jo Malone in Chester and found a perfume that I liked my daughter was telling me she didn't think it was cruelty free so asked the advisor who told me it was. Later I have found they are not really cruelty free and therefore am extremely disappointed with the advisor and the company. Would give no stars if possible
Review by LisaFischer3 months ago
DO NOT BUY @jomalonelondon Diffusers!!!
Put the diffuser Reed on my bathroom shelving for 2 seconds and it melted away the paintwork!!! Made a complaint to @jomalonelondon and they said it states in small print, in the label under the bottle (very small print) that the oil can damage furniture! How about putting it on your care card!!!! Price of the diffuser was refunded but won’t compensate me for the furniture damage! Anyone who knows me, knows I absolute love @jomalonelondon and have purchased so much over 15 years!!! NOT ANYMORE!!!!
Very unhappy customer and will take my custom to the creator of @jomalonelondon @jolovesofficial!!!
Review by Shahfahad4 months ago
Products are lovely, but online delivery service is terrible! Ordered a gift a week ago and Hermes haven’t delivered it yet... issues with the courier but Jo Malone customer services seem to think the courier is my problem. I didn’t employ them.
They’ve taken my money, but I’ve not received my products. Shocking customer service. Avoid!
Review by Peaches4 months ago
Had the most beautiful experince at Jo Malone central london branch, thanks to my server Gill who led me into a world of devinity
Review by Merav Niedzialek4 months ago
Really lovely shop assistant but the customer service online is hardly adequate. I’ve found on each of the numerous cases I’ve called, I’ve been on long wait times, turn transferred to different departments. Agents can be rather stuck up or like robots. I have bipolar and find it ironic that they claim to help mental health charities. When they can’t even keep their customers feel respected
Review by Bafford4 months ago
Let down badly again on the delivery of a gift to a friend. This is the second time this has happened in a few months.
I ordered a gift over a week ago, still trying to get it delivered despite several promises that it would be delivered last Friday, then Saturday, then today.
Last time it was a gift that I had ordered for a friend who had just undergone cancer surgery. I only found out from my friend three weeks later that it hadn't turned up, meanwhile I had had no contact from Jo Malone to say that it hadn't been delivered or any sign of a refund - not acceptable.
They need to up their customer service and get a decent courier company.
Will not be using them again - there are better products out there these days and companies who actually look after their loyal customers.
Review by Buri4 months ago
Helena in your Newcastle store within Fenicks was amazing today. firstly the knowledge she gave regarding perfumes and mixing then most importantly her hand and arm massage
Great employee and lovely way with both myself and my daughter
Review by Sjaac5 months ago
Really poor customer service (totally unexpected!). Tried to purchase from the promotional offer that they run (which has a minimum spend of £70). The website went down and the gift I won did not successfully add to my bag online a number of times on two devices. I sent screen shots (as evidence) and tried to ring 3 times (the advisor confirmed they shut earlier than confirmed on the Friday as it was busy!!) sent 2 emails and numerous Facebook messages - just got through today (waited on the lines for an excessive amount of time). They confirmed that the won product was out of stock (and I should have assumed this by the blank error - how not to treat a customer) and I should have cleared my browsing history (don’t think this is mentionef in the terms and conditions!). Because I didn’t order (as obviously I sent a query though wanted to confirm before making a purchase) I no longer qualified and they would have to see money before taking this further. Was offered a not for like product and when esculated this I have a manager call back within the week (because she is really busy - makes two of us!). I have been a loyal customer of yours.. and I am left speechless with the conversation just had. False advertisement, poor customer service, blame customers (for YOUR poor online platform!!) and feel like I would only get somewhere if I paid into your business. Hopefully you can use my telephone call for training purposes of how not to deal with a customer (yet again if the Team Leaders think the same way as the advisor this could be worrying). Shambles...
Review by Cearan Blitzstein5 months ago
Wood sage & sea salt is my favorite scent from Jo Malone. It reminds me of breezy summer days by the sea.
Review by Rachelmga Bohling5 months ago
Shocking service, delivery not turned up! Delivery times take weeks! No response from customer service teams. Such a shame they have dropped all customer service standards, will be moving to Jo Loves instead.
Review by JwoodCustomer Foreshaw5 months ago
Had a beautiful experience at Jo Malone, Fenwicks, Colchester last week. Hand and arm massage with complimentary bubbly and chocolates. Very knowledgable, friendly staff and no heavy selling. Would definitely recommend and look forward to going again!
Review by Janiice6 months ago
UPS say they delivered my gift to their delivery agents. The delivery agents deny ever receiving it. UPS say I must take it up with Jo Malone. What do Jo Malone do? Ignore my email and leave me £90 down with no gift and no present for my wife’s birthday. Pathetic service.
Review by Ceceil6 months ago
I am stunned by how poor Jo Malone customer service is. Do they not care about their customers. I think Estee Lauder need to stop resting on their laurels. Jo Malone productsvare luxurious and expensive, but with that we expect it to be backed up by proper support. If a brand was using my name to trade Then personally i would prefer to disassociate myself from such a poor company. From now on Inwill be buying my luxury products from the real Jo Malone, and by direct at Jo Loves.
Review by ElWinzz Komarov6 months ago
I visited with my sister-in-law your store in Liverpool in Met Quarter. I had booked an arm massage for myself and her as it was her 30th and I wanted to purchase a room diffuser for her birthday present and wanted to make it bit more special experience........wow did your staff in the Liverpool store do this! I am so annoyed but can’t remember the lovely lady who looked after us but was such a wonderful experience, and the lady in your store was so knowledgeable and so lovely. If you can pass my thanks to the store we were in there last Saturday just before 3pm and especially the lady who dealt with us, made the experience so lovely.
Review by Mixup6 months ago
Firstly, I would like to say that the customer service I have received from the on-line branch of this company is nothing short of appalling.
I wrote to them on 18th December 2018 explaining that I had received my order. The cologne was enclosed but there was no free sample as promised. I received no reply.
I wrote again to chase this up on 28th December 2018. They replied to me on 3rd January 2019 apologising for the delay and asking for more details. They said they would get back to me immediately once they had received these.
I wrote back the same day with the details they wanted and now on the 7th January I receive the most ludicrous e-mail from them saying they have lost all my details and can I give them again !!!!! What on earth is happening. Still no nearer getting this sorted.
I am a loyal customer of many years purchasing from stores, on-line and at the airport. I am very very disappointed at the way that I have been treated and will NEVER buy from them on-line again. It has left a very very bad impression of this business.
Review by Lathresha6 months ago
If only their was a zero rating this is what I would have given. Spend a fortune with these guys every week when I go through the airport - send my Mother a gift online for Mothering Sunday - paid for named day service - didn't arrive! Checked with them etc and they told me it would now arrive on the Saturday - had to make my mother aware so spoiled the surprise - didn't arrive Saturday! No present for mothering Sunday - contacted customer service again now arriving Tuesday - Reimbursed my additional delivery fee but will take 5 days to reach my bank! For a premium brand this is a disaster. Arrogantly is seems JM don't care - otherwise they would be reading their rating and reviews and doing something about it - NEVER AGAIN
Review by Ezgar6 months ago
Have to agree with the other similar reviews. Having purchased a valentines day present for my wife. 3 tiny candles for £70. I chased up the delivery on the fith day. To be told i had not paid for oremium delivery and its one of the conpanies busiest periods.
I asked when the package was likely to arrive and was told they dont know as it was with the courier.
I asked if i could get another package dispatched and after the assistant went and asked the supercisor i was told no.
Give the customer service a call before ordering would be my advice.
Review by Meenayona6 months ago
If i could have not given any stars, i would have...I received a gift that i did not like, tried to return it in store (where purchased in Kuwait) but was told they have 15 days return policy, yet online, they claim its 30 days return.
Who on earth has 15 days return unless clueless and totally unaware of reality and competition..... !!
From an over priced perfume ($200), ugly packaging (creativity...) to an obviously untrained bunch they hire in stores/ and clueless online support, AVOID dealing with this brand, unless you wish for UNPLEASANT experience and rip off.