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Jo Malone London Reviews

2.0 Rating 47 Reviews

23 %

of reviewers recommend Jo Malone London

Company Reviews

2.0

Based on 47 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

Jo Malone London 1 star review on 7th April 2024

Jo Malone London 1 star review on 7th April 2024

Jo Malone London 1 star review on 7th April 2024

Jo Malone London 1 star review on 18th February 2022

Jo Malone London 1 star review on 18th February 2022

Jo Malone London 1 star review on 10th January 2021

Anonymous

Anonymous // 01/01/2019

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

“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!”

Posted 1 week 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.”

Jo Malone London 1 star review on 7th April 2024

Jo Malone London 1 star review on 7th April 2024

Jo Malone London 1 star review on 7th April 2024

Jo Malone London 1 star review on 7th April 2024

Posted 2 weeks 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.”

Posted 4 weeks 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.”

Posted 4 months 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.”

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 !”

Posted 1 year 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.”

Jo Malone London 1 star review on 18th February 2022

Jo Malone London 1 star review on 18th February 2022

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.”

Posted 2 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.”

Posted 2 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”

Posted 2 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.”

Posted 2 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.”

Posted 2 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”

Posted 2 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.”

Posted 2 years ago

“Dreadfull service.Still haven't received my order after many phone calls,emails and chasing UPS.Never again .This is now the 3rd time!!Avoid!!!!”

Posted 3 years ago

“Very disappointing....Avoid and dont waste your money! I didnt even want to leave 1 star thats how bad this brand is. When you trust a brand such as Jo Malone you assume the quality and service will be second to none. After spending £105 on a bottle of perfume from my son to his mum i have been left totally disappointed. The product is such poor quality and lasts 30 seconds on the skin then the smell goes. I have had watered down fakes last longer. I was fair and contacted Jo Malone before telling them and giving them a chance to explain before i leave a review. I got a message back and gave them everything they needed and asked for. That was 3 weeks ago and not a peep from them since, after 5 more emails and a call nothing. So JO MALONE i will copy and paste this to every site i can find. SPEND YOUR MONEY ELSEWHERE PEOPLE AND AVOID . Maybe they should stick to candles or just stick their candles!”

Posted 3 years ago

“Placed an order on the 8/12 no delivery phoned on the 17/12, phoned again today with no answer after 40 mins. Still no Christmas present! I’m a regular customer but sadly will not be now. When you pay these prices for these products, the service should be much better.”

Jo Malone London 1 star review on 10th January 2021

Posted 3 years ago

“Delay.. impossible to reach customer service by phone or live chat. No response to email. Just dreadful customer service.”

Posted 3 years ago

“Honestly, I hate this company right now, I will NEVER recommend buying anything from them. I made a purchase for a Christmas present over a month ago, and NEVER received my order or a shipping email. I finally got in touch with someone from customer service, who made it pretty clear that my problem was not a priority. Everytime they said they would be back in 2-3 minutes, it was atleast 10 minutes, then they would come back to say they will look into it and then leave for another 10-15 minutes. And then they found that my order never shipped, but they don't know where it is. So they will "re-ship it" but they can't expedite it, they wouldn't even try to get it to me by Christmas. They never apologized for the problem, and they really didn't even try to fix it, at the end they said that they had to put in a "request" for the order, so it wasn't even guaranteed that they would ever actually send me my order?!!! And the entire conversation sounded like there was nothing the customer service rep could actually do to get me my purchase. It was wild. I don't even care if this is the best smelling perfume, came with a million dollars and magically makes you look like a supermodel, this is not worth it! I will NEVER buy a Jo Malone product again, and I will never recommend them to anyone! You'd think the money they were charging for this stuff could pay for proper management and real customer service...”

Posted 3 years ago

“This is re: Jomalone.com, online site for US. My experience in trying to order from this site several days ago is possibly the worst that I have had in a long time: a)site was slow to complete my order and kept "looping" back. I try to leave site but came back to see that my credit card info. was STILL there. So I stayed with it until order was complete just out of fear of leaving an open-ended order with personal info. visible. What should have taken under 2 minutes took about 10. b) then got the confirmation email with a promised "ship by" date--but then noted that my credit card had been charged for FIVE extra charges (small but still...). they were "pending" and dropped off after a couple of days BUT so did the charge for the order!! c) tried to use the "live[not] chat"--useless. I called several times--not willing to stay on hold for more than 10 mins. I emailed several times--no answer. I have no idea what happened to that order but will keep an eye on my credit card billing... In short, I like the few Jo Malone fragrances that I have tried, BUT not enough to go through this hassle! The world is full of wonderful fragrances in a bottle--and 99% do not say "Jo Malone" on the label. If you absolutely must have a JM fragrance, go to Nordstrom: always free shipping, sometimes discounts and sales, too--and always reliable ordering process! Macy's also has some, but maybe not as much of a selection--but also sometimes has sales/discounts that apply to fragrance. As for Jomalone.com--buyer beware!!”

Posted 3 years ago

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Jo Malone London is rated 2.0 based on 47 reviews