Jo Malone London Recenzje 252

Me and my partner went to the Cheltenham shop for a cologne for our wedding. The appointment is free and for 45minutes, however I think ours ended up being an hour. Claire was very attentive and was open to trying all the fragrances to find the right one (including combining). I was nervous to begin with as I don't shop luxury often, but we were put at ease. Brilliant experience and would go again. Can't recommend Cheltenham shop enough.

I am writing to express my deep dissatisfaction with both the customer service and product packaging I received regarding my recent order. I purchased eight 9ml bottles of cologne with the intention of gifting them to my bridesmaids on my wedding day, and chose the option for each item to be individually wrapped.

Upon receiving my order, I was dismayed to find that all eight bottles were wrapped together in one large box, despite my clear request for individual wrapping. I contacted customer service, who kindly offered to send appropriate gift boxes. However, the boxes that arrived were for 25ml colognes, which were far too large for the 9ml bottles I had purchased. As a result, these boxes and infill are unusable.

When I reached out again to customer service, I was informed that they do not have boxes suitable for the 9ml colognes, which seems contradictory, as I was later sent a complimentary gift that came in a 9ml-sized box. This lack of consistency and attention to detail is deeply frustrating and disappointing, especially from a brand of Jo Malone’s caliber.

The experience has left me extremely dissatisfied with both the service and the handling of my order. For a luxury company, I expected far better communication and fulfillment of requests, especially when it comes to something as significant as wedding gifts. I am now forced to return the items and will be seeking an alternative retailer for my upcoming purchases, including gifts for the groomsmen and our parents.

It is truly unfortunate, as I had hoped to make Jo Malone a part of such an important occasion, but this experience has left me with no confidence in your ability to meet even basic expectations.

I would appreciate a prompt resolution of this matter, including a full refund for my purchase.

I purchased a Jo Malone Peony and blush suede and wood sage and sea salt cologne duo pack from a P and O cruise ship.
Whilst securely placed in the purchased box one of the colognes exploded inside. I checked the box itself and there were no external marks at all. The cologne was in many pieces as the picture shows. Thus to do this while inside the box needs something like a hammer.
Obviously concerned for others encountering a similar situation I contacted Jo Malone hoping for some answers. However when I contacted Jo Malone they basically thought I was trying to extort money from them and refused to discuss anything dismissing what had happened. I expected more from this company but having seen the reviews here I'm not surprised. The size is 50ml so please be careful. I can't upload the photos

Following on from my review below, entitled
'Christmas Spin The Wheel Giveaway Con!!' I wanted to follow up so people really understand what type of company JML really are now.
After 1 month of trying to resolve the issue, I finally received a call back to say it was all my fault because I didn't read the small print on whatever purchase I made. SO, because I spent £120 on a 'gift card' (to give my sister her choice of products) rather than spending £120 on specific JM items, I am not entitled to any gift.
Now I'm not sure about you guys, but spending £120 on Jo Malone is spending £120 at Jo Malone and this absolute bs response that it's my fault just shows how awful this inflated ego company has become.
I suggest avoid at all costs and I also won't expect any respionse here because I do see they can't be bothered to address anything on TrustPilot.
JUST AVOID THEM AT ALL COSTS!!

I love Jo Malone and I am a very regular customer. Have been into many stores and the service has always been great. However today I went into the St Pancras store with my mum as we had some time to pass before her train. I was looking to just browse and find a new scent for my next purchase. From the moment we walked in - we were the only customers. One member of staff and one security member.

I expected a friendly greeting, and for someone to say “if there’s anything I can help you with today I’m just over here”. The store is tiny so it would have been easy for me to just shout over that I wanted some advice.

However instead the shop assistant treated me and my mum like thieves. She refused to leave us and interrupted us twice. On both occasions I said very firmly and clearly that we were just browsing. It would have been clear to anyone that I did not want advice in that moment. Even after my second attempt to tell her to leave us to browse in peace , she insisted on standing about 2-3ft away from us. Even pretended to be dusting a shelf next to us.

I have never been made to feel like that ever from being in a shop. So rude, the fact that person is trusted to be in a store on her own is disappointing as surely she will have had training from other staff on how to deliver service. If she has, then she needs training again.

Velvet Rose and Oud candles x2 @ £70 each.
Overpriced and scentless. Look elsewhere for quality products like Dipityque.

Unable to fulfil order - placed on 14th Dec and don’t find out until 23rd!! Not happy!

Ordered a package on 16/12/24 as a Christmas present for my mother. It’s now the 22/12/24 and I’ve just tried to track my order to see when it is arriving and it’s been cancelled. Not had a single email or update informing me of this. Extremely poor service.

Had a disappointing experience at Jo Malone recently. Got into the scents several years ago and have become a little obsessed since. It's a real luxury I afford myself despite the cost of living crisis. I've recently got my family some items from here also. I'm generously giving a two star because of past memories of good service, and also as I dropped into a store recently and explained what had happened - and I received a much better reception here.

I am considering whether or not I even want to continue as a Jo Malone customer and whether or not to return all items (amounting to a small fortune, for me). This is largely because of the way I felt when I took my mother into one of your stores and was embarrassed by how differently I was treated when I mentioned that there was potentially a refund that I might require amongst my purchase. This is because my mother had then sampled a more expense perfume at £160 that I intended to replace the one I'd bought her already at £118. I was also intending on purchasing several other items. I could go into detail but suffice it to say, the atmosphere changed and it was palpable.

I was so embarrassed by the mood shift that I left without resolving the matter. I still have the items I could have easily returned then, unused and with a receipt.

Suffice it to say, a couple of ladies at another store I visited by chance some days later, were much kinder - and I felt validated - I did end up ordering the more expensive perfume online with some stocking fillers too. But now sat surrounded by boxes of Jo Malone, that cost the earth, and due to be wrapped, and I am honestly not convinced that I should be rewarded poor service and am seriously contemplating returning everything. I wonder if I'll feel good smelling the scents anymore? And knowing I paid through the nose to be treated like a lesser important customer as I might need to return an item, or might not make an on the spot purchase, as I'd enquired about a sample for another relative...

The snobbery of people in customer service in high end brands needs to stop. It's not OKAY and it bitters the experience - very disheartened by this.

I have never came across such incompetence and stress. Got text from DHL for delivery time, dutifully juggled my work around it and got an email that they had arrived 3 hours earlier and my delivery was “refused”. Informed I had to contact Jo Malone, they were useless blaming DHL. Then a further series of bungling - don’t use them.

For what is wrapped up as a luxury brand, they are anything but. 10% off new customers emails don't come through, for a company selling items as the cost they are, they should have the technical infrastructure to send these within seconds. The scents don't last more than 1hr? If that. I don't really understand why anyone orders anything

Wow!! Really suprised to see such an onslaught of venom... I have shopped with Jo Malone online and in various locations, airports, counters in department stores and I their boutique shops and have only ever experienced a service equivalent or above their beautiful scents. The staff I have come across have been lovely attentive and helpful, and if busy, have always acknowledged me and made sure I know their name if I need advice. When purchasing gifts all staff have gone above and beyond to make it special, asking how I would like it packaged together/ separate... gift wrapped. I have never seen or received substandard care, with online purchases or instore, there has always been a high and professional level of appearance and behaviour.. fitting with the brand!
I feel so lucky to live in a small market town in Leicestershire where they have recently opened a new branch. Lewis, Lisamarie and Deborah are always smiley helpful full of advice on combinations, or updating us on any new offers or promotions we can enjoy if we have a purchase to make. When visiting last week with my friend, we were buying Xmas presents and there was off of spend £140 get FREE 30ml Fig and Lotis flower, (which we both took advantage of!) (Thank you Lewis, LisaM and your lovely ladies colleague with long dark hair that helped me choose my Fir and Atrisma scent.... your really are all STARS 🌟) We are so lucky to have such a fabulous store with fantastic staff, always happy smiley and helpful... and always a cheery wave when passing by the shop! Thank you all for making our town even better!! And converted two more of my little foxies!! They are loving their English Pear and Fresia... and I'll be bringing them in this week for more smells, smiles and shopping!! 🥰🥰🥰

My wife has spent a small fortune on Jo Malone products over the years. Jo Malone has recently opened a store in Farnham and I thought this would at least mean we didn't have to put up with the delays and poor service provided by couriers. I visited the Farnham store yesterday to enquire about some Oud & Bergamot Cologne Intense. This time around, I only wanted a small (9ml) size. They weren't busy, but the two staff in the store could not have been more dismissive - clearly I wasn't going to be their desired customer and their time was of more value if spent on big spending customers. They told me Jo Malone doesn't sell the product individually in that small a size and that I would have to buy a set. I tried to explain that the Cologne Intense was in a black atomiser spray bottle but they just showed me a set of small clear class bottles, slightly larger than the free sample bottles. They don't know the product and they gave zero in terms of customer service. If could give zero as a score on the review, I would. You've just lost a loyal customer.

Terrible service from Jo Malone and DHL. Paying extra for a next day delivery means nothing - to appease customers, Jo Malone will refund you the £8 next day delivery charge but it doesn’t help in getting the goods. Every day this week I have been pushed between DHL and Jo Malone both blaming the other for the non-delivery telling me every day that my goods will be with me “tomorrow”. Today, after 4 days of me ringing both Jo Malone and DHL I find that the goods were lost in transit on Day 1 and will not be arriving.

Recently visited the Jo Malone pop-up shop in Covent Garden. I was impressed with the concept. Absolutely loved the interior of the shop, idea of quick logging through scanning the code and the message-waiting system. Unfortunately, I visited on the last day of the event, and I felt rushed. I was hoping to enjoy the experience more leisurely, but the staff seemed distracted and I really felt ignored. It could be because I was there alone, but it was still disappointing.

Additionally, after winning a £10 voucher, I was immediately approached by someone asking if I would give it away if I wasn’t planning to use it. It felt a bit awkward and left a negative impression on what could have been a much better experience.

I hope your future events can provide a more welcoming atmosphere for all guests, regardless of how busy the last day my be.

I Was in Jo malone in flannels Liverpool and was served by the lovely Emily
She was extremely helpful and so friendly

I went to Jo Malone in John Lewis Oxford Street today to buy perfumes. The shop was quite busy when I arrived. I didn’t have to wait long because a lady named Ziyi came to serve me. She is very helpful and knowledgeable about the products that I was interested in.
She made my experience in Jo Malone very special.

I ordered Jo Malone perfume for delivery.

The perfume arrived in an open box, finger prints all over the bottle, and a strong smell like it has been leaking. The box wasn't even tied / no gift wrap as promised.

They are obviously selling returned items at full retail price.

I called customer services and they have a special team for this compliant - this team failed to call me back as promised.

I shall be returning the perfume - this is my first time purchasing from Jo Malone and my experience does not match expectations.

Very poor Jo Malone.

Found just what I was looking for as a Christmas gift online , arrived on time, beautifully and eco friendly packaging and wrapping - as usual.
Fabulous range of scents and some gorgeous new Christmas ones, love the theme and the colour ways too.
Really pleased and hope the person receiving this will be thrilled too! Five stars!