Jo Malone London Recenzje 252

Shocking! Bought a gift on 1st December, should have been well in time for Christmas and it hasn't arrived! I've tried 3 times to contact them and made a complain with DHL too. I've heard nothing. What absolutely shocking service from a company that is supposed to offer luxury items.

Terrible. I bought my partner her Christmas present directly from Jo Malone in early December, thinking that SURELY that is enough notice to receive it before Christmas. WRONG. Not only did it not arrive, but I had ZERO response from them on the “live chat” (lol)…. and zero communication from DHL either. At the time of writing, I have no idea where my partners Christmas present is. It’s her birthday in April. Maybe it’ll turn up for that.

They say next day delivery, it’s not next day! Had a email to say my order has been despatched 2 days ago to find out it was only despatched a day ago and still no tracking information, I’ve place two orders one last week and one this week, still waiting….. absolutely disgusting!!

Excellent service from Najmah at St pancras store thank you for making it so simple

Where to start! I’m ashamed to say I used to work for the “Estee Lauder” group of companies in Newcastle upon Tyne many years ago for which Jo Malone is under their umbrella, I placed an order online where there was a gift for the qualifying over £90 spend, (£140 to be precise)and the customer would receive 2 small 9ls cologne intense, came to the checkout and it would not apply this, tried again the following day still wouldn’t, so I placed
the order and decided to ring their customer service, as their “webchat” isn’t monitored and any other form of contact is nigh on impossible, after a 20 minute wait I finally got through to a service advisor and informed her of my issue, she claimed she totally understood and would send the said 2 bottles of cologne intense under separate postal for me and full
of apaolgies, I have received the gift today only for it to be a completely random bottle of cologne of which from the whole range is the only one I'm allergic to!!! had I known this was going to happen I'd have mentioned it
to the customer advisor !!!
what also adds insult to injury is that all this week so far ( 12th December onwards) a very well known UK based online beauty brand are selling at around 10 fragrances from the JM range for a minimum of £20 up over cheaper !!
PEOPLE PLEASE DO NOT USE JM OR THEIR WEBSITE EITHER !!!
you'll end up furious and let down to say the least
And it’s pointless putting any reviews on any other JM or Estée Lauder Trustpilot site as they give you bogus email addresses that get bounced back to you, as I have have discovered to my annoyance
I ended up at A&E eye casualty after receiving said leaked sample bottle all over the packaging !!!!!!

Shocking customer services, no reply to live chat, not a clue whats happening with my order.

I received a Jo Malone gift set from a client but one of the items was faulty. I notified the WhatsApp number and whilst received an acknowledgment of complaint the issue still remains after 8 weeks! No offer of replacement and no customer care which I find astonishing from a high end brand who charge the earth! My advice would be don’t buy from these people, all they want is your money & aren’t interested when an issue arises.

Rating a one as zero stars is not an option. I placed my first ever order with the company on November 30th. They are not a cheap company so was expecting a high standard of service. My order is showing it is still in the processing stage (whatever that means). They haven't dispatched my order or even attempted to get in touch about a delay.

This is a Christmas present for my daughter and I'm worried it isn't going to arrive in time. I've been trying for 10 days now to ring them and use their webchat. The phone never gets answered and I've been on hold for 30- 40 minutes on so.e occasions and the webchat doesn't work properly. They just say they are transferring you to another agent and nobody appears or the chat gets ended. They are still advertising a live chat and saying they give a quick response. The website is saying if you spend £100 (which I did) you get free next day delivery. I think without exception this is the worst customer service I have ever experienced. I do not recommend shopping online with this company.

Ordered some perfume for my mum for Christmas at the very beginning of Dec. Received an email confirmation, followed by an email saying it was being packed and a further email saying it was being dispatched with a Tracking No. (Via DHL). Followed by a further UPDATE email on the same day saying"We haven't forgotten your order but orders are taking longer than normal". Then silence and no further updates via email or text. I think okay, we have a postal strike so maybe DHL is busier than usual, it will turn up soon. However, when I track the order using the number given by Jo Malone, DHL has no record of it at all. Ten days on from the dispatch email confirmation I ring Jo Malone London. It takes ages to get through, but I want to speak to a human being. I finally speak with a very nice lady who takes my order no. then puts me on hold to look into the matter. On return she acknowledges that there must be an issue (not specified), and asks if I would like to re-order it (it won't come in time for Christmas - no offer of a speedier delivery option), or would I like a refund instead? I have gone for the refund. I hope confirmation of the refund will come through by the end of today, as advised. I now have little time to source an alternative gift. Having read the review below (sadly I didn't see them before), the cynic in me thinks that it's probably not DHL and maybe Jo Malone never actually dispatched my order in the first place. Maybe they didn't even have the stock to guarantee a Christmas delivery, but took the order anyway. I am so disappointed. I love the Jo Malone products but their brand delivery promise falls far short of expectations. I won't be ordering online from them again.

Whilst I see a lot of bad reviews for online orders. I want to review the in store service I received in their Cambridge store. The staff were friendly, and all my presents were wrapped with care. It just goes to show whilst online ordering is supposed to be easier, there is no substitute for an in store visit.

This company is a joke when it comes to customer service. I requested an update on their WhatsApp service after I received an email advising my item was in packing. After 2 HOURS PASSED, they contacted me to tell me my item was in packing . What a joke. Customer service ZERO. Communication ZERO
Will
Not be using them again and item if it turns up will be returned a lot quicker than it took to get it delivered.
ADVICE IS TO “ AVOID THIS COMPANY”.!!!

I'd say they have bad customer service but they don't have any. They purposely avoid taking feedback as it's so awful it'd take them months to get through it.
I've ordered online, been to the store, laughed at, and told I was an idiot for buying from them in the first place. Won't use them ever again, I'll be urging others to do likewise.

I am so disapointed with this lot.

Premium products at premium prices but in no way a premium service.

Simply put, this company can not be trusted to provide presents for your loved ones, either by not sending what you ordered or being able to deliver in a timely manner.

I have made 4 orders through Jo Malone over the past year. One order came with the wrong items (it was sorted at the time). Two orders turned up late and the last one didn't arrive at all. I am now waiting for a refund.

As a result, I'm off to see my friend today for the last time before Christmas. Despite placing my order on the 27th Nov I am visiting her empty handed.

Despite their staff being very friendly on the phone, the call waiting times are unacceptable and the customer service they provide on WhatsApp isn't fit for purpose.

I wish I read these reviews before ordering. They seem chaotic and simply unable to meet their obligations.

Awful customer service. I asked a very simple question about their products on live chat and the employee was unprofessional and unwilling to help. I expect more when I am spending a lot of money with a brand.

Absolutely terrible customer service!!! For a luxury brand I was appalled by the service I have received. The lady was laughing at me on the phone as I complained that my bottle of perfume that I had delivered didn’t even come boxed or even wrapped in anything nor did the candle!!! They were completely useless. Do not recommend at all.

Wish I'd read these reviews before ordering online for a 60th birthday gift! As many other say, terrible service. Money was taken, candle despatched to their store, but they say it never arrived. My friend went in twice to collect her gift but they told her they knew nothing about it. I contacted customer support, they sent me a DHL number, she went back in, still nothing. When I returned home I went in myself and complained. I was told "the online service is nothing to do with us". Well I have news for you, it is because I won't shop in the store any more either! Got a very nice candle from Diptyque instead - equally nice and better value. I have switched my business.

I honestly thought I would not have to read Jo Malone reviews but I have had same problem as other reviews placed order for nearly £300 pounds of goods for Xmas gifts and as previously stated arrived stuck to pieces of brown cardboard were is the Iconic box tissue and bag would they have let me walk out of store with them like that no all top show will never buy from JM again . M.L.D.

Wow, so I have shopped at Jo Malone for many years, although I have to say not for about a year. I wanted to get a friend a special present so someone recommended a personalised candle. I could't wait to receive it and knew that the intended recipient would love it! It arrived in good time, great, however I wish I had come on here first and read the reviews - I would have known not to waste my money. What has happened since the real Jo Malone sold out her company? Bring her back - this company is an embarrassing joke!
I opened a black postage box to discover a tatty brown box inside that contained the gift for my friend. No branded boxing, no quality packaging and ribbon like you used to get. Nothing. It looks like a counterfeit from a market that I am now to embarrassed to gift. I thought I would contact customer services. It was recommended to do on WhatsApp the customer service team. After wasting over an hour of my time going back and forth, the member of staff told me I would need to travel to my nearest Jo Malone shop and purchase a box. They also informed me that my nearest shop was an hour and a half away, 44 miles! I ordered online thinking it would be quick and easy as I work full time. I don't have time to go 44 miles to a shop to collect a box that should have been sent originally! Apparently they're not allowed to send packaging and can't refund as it's personalised and that was my only option!?
So I phoned customer services, hoping to get a more helpful answer. Nope, I got through to someone who spoke little English with a very bad line who said someone would come back to me - they never have!
I sent an email, 48 hours later. I got a reply. To advise me to go to my local shop. After explaining it is 44 miles away, I expected someone a little more helpful. Nope. I had a further 2 emails from people telling me, 'sorry, you will need to go to your local shop'. They obviously don't read what their colleagues have previously written and care little about the great reputation the real Jo Malone created with grit and grace for so many years. All I want is the correct box by candle should have been sent in. Surely it's not that hard to send??
So Jo Malone, you have certainly lost my business. I will never ever shop with you again after receiving a horrendous experience with customer service. I will also be recommending no one else shops with you either. In todays world, people work so hard for their money and to buy a beautiful gift, people should 100% go elsewhere and not waste their time with a company that cares very little about their customers and only cares that they have your money.

Disgraceful customer service. Bought a £350 advent calendar with next day delivery, it turned up late, not gift wrapped in a tatty box. All customer care did was send a link (that didn’t work) to their terms and conditions. Spend your hard earned cash elsewhere this Christmas