Review Time
I received a pricey bottle of perfume as a Christmas gift, but upon opening it, I found that the atomizer was missing. On the 27th, I visited my local store, where they told me there was nothing they could do, despite the product being defective. I had to call a number to arrange for a replacement. Even though they had plenty of empty bottles available for parts, they refused to assist me. After half an hour on hold, I finally spoke to a representative who took my details and promised a response within the hour. Two days later, I received an email stating I needed to send the entire bottle back at my own expense to get a replacement. In the meantime, I managed to use a part from another bottle at home. This simple fix seemed to be beyond the capability of their team. Given that they position themselves as a 'luxury' brand, this was the least helpful and most frustrating service I've ever encountered. I hope they feel embarrassed about this incident; it’s truly disappointing that they can't rectify their mistakes without causing frustration for what could have been a loyal customer.
I received an expensive bottle of perfume as a gift for Xmas, but when I opened it the atomiser of the bottle (that you press for perfume to come out) was missing. On the 27 the I took it in to my local shop where they said there was nothing they could possibly do, even though the product was defective. I had to call a number to arrange a replacement. Even though they had plenty of empty bottles which they could have taken the atomiser off to give me, they refused to help. I called the number and eventually got through after half an hour on hold. The woman took the details and promised to respond within the hour. Two days later I got an email saying that I had to send them the entire bottle back - at my own expense! - to get a replacement. In the meantime I took a replacement part from another bottle I have at home. The simplest possible fix that was totally beyond the wit or reason of anyone there. To say they are a "luxury" brand this was the least helpful, most incompetent help I've ever had. I hope they're embarrassed by this kind of incident, it's completely pathetic they can't fix their own mistakes without infuriating someone who would have been a loyal customer.
If you don't want to read this review in full then follow the title.I rarely write reviews as I like to give everyone the benefit of the doubt, but the level of service this company provides is unbelievably poor. I feel it's necessary to warn other people to stay well clear of them.I placed an order with them online on Sunday, 21 December 2025. I appreciate this is unbelievably close to Christmas, and it's always a risk with busy couriers, but Jo Malone PROMISED a before Christmas delivery, and I chose a next day service with DHL. I would therefore presume they ship the item on Monday, 22 December, for delivery on 23 December, with 24 as a backup should the courier mess something up.Tuesday 23 December and the order is still showing as 'Awaiting dispatch' rather than being out for delivery. I visit their contact us section of their website and have three choices. Livechat - No link, no button, it just doesn't exist. Whatsapp - a bot service that cannot help with anything other than the usual things that are so basic it's pointless. And call them.I phoned them, and although the person was cheerful, they were of no help whatsoever. I was told that as it's a pre-Christmas delivery, it will leave their warehouse on Tuesday, 23 for delivery on 24 December. I knew this was wishful thinking, but to give them the benefit of the doubt, I accepted they were telling the truth. Why would I doubt it? I had placed an order in good faith for a Christmas delivery and had been assured it would be delivered. I did ask why it wasn't dispatched the day earlier, and they had no more idea than I did.Since I believed there was pretty much no chance it would arrive in time, I asked if I could cancel the order to save all the aggravation. I was told that once an order was placed, the best they could do was to accept a return once I received it.Fast forward to Christmas Eve, and my order is still showing as 'Awaiting dispatch'. I wasn't surprised.Saturday, 27 December, I had a DHL notification to say they had now collected my parcel from Jo Malone and it would be delivered on Monday, 29 December.So, in short, I placed an order with guaranteed pre-Christmas delivery. They didn't even give it to DHL until four days after Christmas.I was blatantly lied to when I contacted them on Tuesday, 23 December. Although I knew this was likely the case, I again thought I would give them the benefit of the doubt.My best advice if you are looking to buy a Jo Malone product is to buy from a reseller who has mastered the basics of parcel fulfilment and customer service. Two absolute minimum requirements to run an online business!
Avoid this company! Spent £160 on next day delivery on 21/12/25 but item has still not arrived. Customer service (Alexandra P) totally useless and uncaring only saying to return the product when it arrives. I will not be buying from Jo Malone ever again
Paid for next day delivery- 3 days later, nothing & a rude customer service agent based in India (Jo Malone does not manage its own customers service) & with the reviews I now see why. 3rd party agent in a very rude manor tells me you cant get a refund, you cant have next day delivery refunded & the only thing you can do is refuse the parcel to get your money back. So shady.
Order Number: 439724985Amongst other items, I ordered my partner a £150 Townhouse Diffuser as a Christmas Gift which arrived without Diffuser Reeds. After being on hold for 30 mins, I was told that they MIGHT be able to get some out to me, but not before Christmas, despite this being only the 19th December. No apology of any kind. Terrible service from a company I have used many times previously.
Still waiting on my delivery for the 2nd time. The 2nd time it’s stuck with DHL with no updated tracking for days now. Ordered 4 weeks ago, Disgusting customer service and not what you expect from Jo Malone or DHL. Can’t get a refund until the 28th Dec. Use a different delivery service from DHL!😡Won’t be using or ordering from Jo Malone online ever again!
My online order, case #15486016, included gift wrapping, as it was to be a Christmas present for my daughter. When the package arrived the “wrapping” was a random piece of black ribbon not attached in any way to the box containing the gift.I sent a photograph of the box and ribbon to Jo Malone London and asked for their observations. The reply was “May we suggest to visit the nearest store to get it rewrapped, if possible.”!So, not the place to buy from if you want the item to be gift wrapped and don’t expect their Customer Experience Advisor to be of any use, nor to have a good command of English grammar.
Ordered Jo Malone fragrance on 26th November and still waiting. Twice says with DHL for delivery and nothing. Tried to Whatsapp and told window will be closing shortly even though 2 hours before closes ? Telephoned the call centre to be told I should have it in the next few days. My daughter ordered this week and has her delivery so where is mine ?? Not confident this will arrive. Not what you expect from a premium brand charging a lot of money.
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Bespoke British Fragrance House. Understated. Unexpected. Always Appreciated.
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