Jo Malone London Reviews

Name: Jo Malone London
Rating: 2.09

2.1 Rating 57 Reviews

26 %

of reviewers recommend Jo Malone London

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2.1

Based on 57 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Email

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Jo Malone London 1 star review on 7th April 2024

Alan

Jo Malone London 1 star review on 18th February 2022

Anonymous

Jo Malone London 1 star review on 10th January 2021

Neil

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“ch bin sehr enttäuscht von meinem Einkaufserlebnis bei Jo Malone London. Als ich sieben Parfums bestellt habe, bin ich davon ausgegangen, dass jedes Produkt – wie auf der Website beschrieben – in der charakteristischen Geschenkverpackung geliefert wird. Stattdessen wurden alle Produkte in einer einzigen großen Box verpackt, was für mich völlig unpraktisch ist, da es sich um Geschenke handelt. Der Kundenservice konnte mir leider keine zufriedenstellende Lösung anbieten. Eine Nachlieferung der Geschenkverpackungen wurde nicht garantiert, und auch die Abholung in einer Filiale sollte nicht kostenlos möglich sein, obwohl der Fehler klar auf Seiten des Unternehmens lag. Ich habe extra Zeit und Mühe investiert, um den Fall zu klären, doch ich wurde lediglich auf interne Prozesse verwiesen, die mehrere Tage dauern sollen. Letztlich bleibt mir nur die Möglichkeit, die gesamte Bestellung zurückzusenden, was für mich keine kundenorientierte Lösung darstellt. Von einer Marke im Premiumsegment wie Jo Malone erwarte ich einen exzellenten Kundenservice, der der hohen Qualität der Produkte gerecht wird. Leider wurde dieser Anspruch hier nicht erfüllt. Sehr enttäuschend – ich werde meine zukünftigen Käufe bei anderen Anbietern tätigen.”

Helpful Report

Posted 3 months ago

“I have purchased Jo Malone products for years, I always enjoyed the new scents and I always love to send as gifts around the holidays. This year I purchased a bottle as a gift for a party that I was attending, I am glad I had this sent to my house. First of all, as everyone has stated, customer service is a disgrace. I was charged for the product only to have a second charge for what was never explained. It wasn’t much so I wasn’t about to complain about that. When my perfume arrives, it came in a black box with some tissue paper and a brown carboard sleeve. Now I know I bought a smaller bottle because this was a gift and I figured better to buy smaller just in case they might not like the scent. Regardless the price and shipping were around 95.00 so it certainly was not an inexpensive gift. I’m sorry but in the past, I always loved the care Jo Malone put into the fragrance and packaging. It made it a special brand that I was proud to use and give to others. I will never purchase another thing from Jo Malone, it just looks and feels cheap to me. I’m wondering if the quality of the fragrance is the same? On top of all that the customer service is TERRIBLE!”

Helpful Report

Posted 4 months ago

“NeVER got order…Could not speak to a customer representative…..phone loops….UPS hands off. DO NOT ORDER FROM JO MALONE”

Helpful Report

Posted 4 months ago

“consistenly the worst vendor when it comes to timely communication and prompt shipping. order placed a week ago and still no info or tracking, went to chat site and agents are clueless about giving details, just a canned reply every time.”

Helpful Report

Posted 5 months ago

“Customer service for online ordering is just terrible, mis information on their chats and when you order cheap packaging my pear Frescia wasn’t even in a box cheaply bubble wrap! For their prices they really do not treat their customers well!”

Helpful Report

Posted 6 months ago

“This was absolutely the worst purchase I have ever made!! I could have gone to Walmart and bought a candle for $10 and it would have been better than this order I received!!!! This candle was very expensive and then I paid extra for engraving. First of all, the candle was so small for the price it was outrageous. The engraving was so tiny and cheap you couldn't even see it, it was not like pictured. I feel like your website is very deceiving, I feel like your products are not worth the money and I will definitely be making many reviews warning people!! Honestly, I am so disappointed, this was a gift and I just can't believe it was so cheaply made. I honestly was so embarrassed when she opened it up, it was so small and again you couldn't even see the engraving, I had to tell her that it had been engraved!! Honestly, I wish I could just get my money back!!!! Very disappointed customer!!”

Helpful Report

Posted 10 months ago

“Jo Malone's customer support is sh*t! I can not find enough words to describe how frustrated I am with your terrible support on my replacement case. I have been contacting support once every week and kept getting the same response: "We are working. Wait." Honestly, this has been the most awful experience. I have paid money for the poor quality product and after getting confirmation on the replacement I've been ghosted. I am sick and tired of trying to get any defined response. trying to be very respectful, but I don't understand what can take a month of not replying after promising replacement of poor quality product that I paid for! If replacement is not possible, shipment in 2024 with all the logistics is not doable - do a refund, please, just help me get rid of this communication burden. I am looking forward to a quick reply with the next steps suggested to sort this conflict out!”

Helpful Report

Posted 1 year ago

“I would give them -1 stars if I could. Worst customer service I’ve ever seen! Placed an order on March 1, received confirmation of said order. Followed up numerous times, was promised faster shipping the first time, 40% off on the second time, free products on the third or fourth time. Then my order was mysteriously cancelled on March 28, apparently “on my request” (yeah, I want to cancel discounted and/or free products…), received an email on March 30 from an online support specialist saying they will investigate, we are now on April 7. Do I have my order that was placed as a birthday present for my wife? No!!! Horrible customer service experience.”

Helpful Report

Posted 1 year ago

“Don’t waste your money, the scent lasts for less than half an hour, when I asked others if they could smell it they couldn’t. Shame as it used to be a good perfume.”

Helpful Report

Posted 1 year ago

“I made an order Friday night and choose pick up at store since I had to go near the store next Tuesday. The day after I placed an order, I received an email saying I only have two days to pick up my order. When I placed an order, there was no notice about how long I have to pick up my order and now I am told I only have one business day to go pick up my order!? It’s not like I haven’t paid for it yet. A little annoyed, I contacted the customer service via chatting and the lady who assisted me was very unhelpful and rude. For the amount they charge for their product, they need to provide better service to their customers.”

Helpful Report

Posted 1 year ago

“How does corporate law (globally) allow Jo Malone to incentivise customers to extend purchases, with offer codes (accepted at point of sale), ACCEPT the order, DESPATCH the order, then follow with an email indicating that the “incentivised” product offer was “out of stock”?? AND that offers included in the purchase ( not incentivised but offer nonetheless) we’re also out of stock??? Upon engaging in time wasting, deflected, disrespectful, unprofessional online “chats”, I then sought online reviews of Jo Malone . Reviews consistently reveal abject customer contempt and negligence. It appears now, that a once highly regarded company is in a spiral of arrogant and blatant fraud, customer contempt and corporate negligence, gobbled by global entities who apparently have no understanding that these attitudes are eroding brand credibility and integrity, and, ultimate the “bottom line” Vale Jo Malone.”

Helpful Report

Posted 2 years ago

“Do not believe their promise of next day delivery !! This is not the case at all !!!! Furious about this as ordered for a present and would have shopped elsewhere. It also states on delivery email that the parcel has to be signed for so it can't even be left with a neighbour when it does finaly arrive ! Waste of time phoning customer services. There was not the slightest concern over their shoddy customer service. Will not be using this company again. Glitzy packaging and branding to cover poor customer relations !”

Helpful Report

Posted 2 years ago

“If I could give it NEGATIVE stars I would. First off, the website gave me SO much trouble to check out. Once I did (with a working -$25 coupon code) meaning I was going to pay about $125, I got an email confirmation showing the full price of $150. I contacted customer service who said the code has expired. So I said then they shouldn't have allowed it to be applied and get to check out showing the discount as applied. They would NOT honor the price.”

Helpful Report

Posted 3 years ago

“They are advertising that 3.4oz Scarlett Poppy is $100 (sales price) Once you click in the site to pay, it's $196. Clickbait! Bad business and customer service when you reach out.”

Helpful Report

Posted 3 years ago

“We ordered some products and paid extra for next day delivery. We were then informed that as the next day was a Saturday it is not a working day, so next day actually means Monday. No mention of this when making payment. we waited all day Monday, Tuesday and Wednesday still no delivery, A new excuse every day, This is the worst customer service imaginable. They take your money the second you make payment bur some how it takes 7 days to refund. This company are a total rip off do not use them. they will take your money but there is no certainty that they will ever deliver the goods. We have been long term customers of Jo Malone shops never again.”

Helpful Report

Posted 3 years ago

“I wish I had read all of the online reviews before making my purchases. This is an iconic global brand and one whose products I love, but I would NEVER BUY ONLINE ever again - only in store. They lost our order, spoke to a useless team at customer services in Belgrade who had no idea what they are doing. We paid to send 3 presents for diwali (£300 in total) and next day delivery and received confirmation of order on email. They've lost some of the order, but still didn't tell us! So basically took our cash and hoped we wouldn't find out. TOTAL SCAM. AWFUL SERVICE. They need to fix this ASAP. You can't charge that much for global products and then have aftercare like this. Also, no way of making a complaint, you can't even escalate on the phone, so essentially the company DOESN'T CARE ABOUT THE CUSTOMER”

Helpful Report

Posted 3 years ago

“Very disappointed with my Jo Malone Earl grey and cucumber cologne, I can hardly smell it. I have to use twice the amount I would normally use and after about 30-45 mins the smell is so faint you can hardly smell it. I have asked others if they can smell it and they can't, yet when I wear a different perfume I can smell it for hours afterwards and so can others. It's not that my 'nose' has grown accustomed to the smell as it isn't a perfume I have used before. Although, the ones I can smell I have used for a long time. I feel that for £100 cologne it is really not worth it. Very disappointed.”

Helpful Report

Posted 3 years ago

“Absolutely terrible quality of perfume the smell lasts for less than five minutes. Customer services were good and exchanged it several times in fact. They said it’s duffer to on different skin. 4of their £136 colognes were the same poor quality. They are supposed to be refunding me but tell me such utter nonsense like We have received it back into our warehouse BUT we need to receive it into our office! This cologne has seriously gone downhill in last few years I dont know how they have the nerve. I am making a HMCS Money Claim Online against them now. DO NOT WASTE YOUR TIME AND MONEY ON ANY OF THIS STUFF.”

Helpful Report

Posted 3 years ago

“I bought the English pear and freesia diffuser and literally there is no scent coming from this at all! I am very dissatisfied, £64 is a lot of money, it was a treat to myself, and I’ve changed the reeds over, done everything still nothing. I’ve asked family members if they can smell it and they can’t. So I’m extremely disappointed”

Helpful Report

Posted 3 years ago

“Just taken delivery of a Nectarine and Honey solid scent pot, only just realising it was a refill. Firstly, it is the tiniest pot, perhaps the size of a £2 coin in the most enormous box with lots of packaging. Once I have removed the flimsy opening I doubt I will be able to re-seal until it is used. I wished I had not bothered, I saw what looked like a black container not a re-fill, in fact no idea where to purchase the actual container the refill goes in. I will not be buying again.”

Helpful Report

Posted 3 years ago

Jo Malone London is rated 2.1 based on 57 reviews