Jo Malone London Reviews

Name: Jo Malone London
Rating: 1.98

2.0 Rating 51 Reviews

24 %

of reviewers recommend Jo Malone London

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2.0

Based on 51 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

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“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!”

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Posted 3 days ago

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

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Posted 3 days 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.”

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Posted 4 weeks ago

“Dear Sir/madam I’m writing for this letter to appreciate the unexpectedly amazing service by Jojo when I visited your shop in 101 Regent street on 7/11/2024. I was there for a relaxed hand spa session and I must say that I got more than what I was expecting. Jojo professionalism,understanding and genuine concern client. Thank you for making every customer interaction a pleasant one! Sincerely Kidman”

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Posted 1 month 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!”

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Posted 2 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!!”

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Posted 5 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 7 months 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 8 months 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.”

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Posted 8 months ago

“Hi! I shopped at Jo Malone Regent Street last week &, as usual, it was really memorable! I was attended by a lovely Nehemyra, who was not only, kind, open & knowledgeable, but also patient as l did take my time with making my choice. Namely, l haven’t been to the UK for 4 years & decided to purchase items l would not in my country. The only thing l did not aporeciate was that with my over £200 purchase l did not get any samples. Apparently, there weren’t any in store. I put this down no Jo Malone & ask myself how a name like thairs does not offer samples or any kind of aporeciation to customers. In the olden days this would never have happened. I am deeply thankful to Nehemyra & have made m purchase a great deal thanks to her kindnessv& helpfulness.”

Helpful Report

Posted 9 months ago

“I ordered a gift in the same city as a store and the website indicated next day delivery was possible. I am now two days past and the call center indicates it was "within standard delivery" That is NO what the website indicated. Very disappointed as it was a gift (and not my first Jo Malone purchase). I asked for at least a credit on the shipping and having been waiting 20 minutes on the chat for the credit. AND they have my order number.”

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Posted 10 months 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.”

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Posted 1 year ago

“Loved it so much”

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Posted 1 year ago

“I purchased a hand wash from Duty Free at Orlando Airport. It didn't come packed or JM bag, just a plastic duty free bag. This was a gift, also the pump was sellotaped down. I had to buy my own gift bag and felt embarrassed giving this as a gift. I did contact JM and they said it would be talked in the next meeting. Ive never heard back, I did call a 2nd time and the girl was so rude. Ive never heard back again, no explanation or apology..very disappointed.”

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.”

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Posted 1 year 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 !”

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Posted 2 years ago

“Fantastic service from Lily! Great products, great staff, thank you 😀”

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.”

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Posted 2 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.”

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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.”

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Posted 3 years ago

Jo Malone London is rated 2.0 based on 51 reviews