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!
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Bespoke British Fragrance House. Understated. Unexpected. Always Appreciated.