Review Time
I ordered the diffuser replacement, it arrived and the scent was awful, so bad that my houseguest WHO LOVES POMEGRANITE NOIR, moved it to another room. I complained, but they wouldn't refund me, insisted on sending me replacements which I received and they were equally as bad. AWFUL !! clear in color and the scent is indescribably bad. I can't believe Estée Lauder who bought Jo Malone would allow this !!
Disappointing overall experience. I purchased several full-sized bottles this past year and decided to treat myself to the Christmas fragrance in the 30ml size. I was promised a complimentary trial size with my order and completed the checkout. The perfume arrived today, but the complimentary mini sample was missing, so I reached out via chat. The representative was quite unhelpful and rigid, making me feel as though I was imagining the offer! There was no suggestion of sending a sample, which the company must have plenty of. Additionally, the chat was abruptly ended! I will NEVER purchase from you again if this is how you treat your customers. Your fragrances are costly and considered luxury items, making it unfortunate that this isn't mirrored in your customer service.
Terrible experience. I bought several full-sized bottles this past year and decided to indulge myself with the Christmas fragrance in the 30ml size. I was promised a complimentary trial size bottle with my order and completed the checkout. The perfume arrived today, but the complimentary mini sample was absent, so I reached out via chat. The representative was quite unhelpful and rigid, making me feel as if I had imagined the offer! There was no mention of sending a sample, which the company likely has plenty of. Moreover, the chat was abruptly closed! I will NEVER shop with you again if this is how you treat your customers. Your fragrances are pricey and considered luxury items, making it disappointing that this isn't reflected in your customer service.
I placed an order on December 17th for in-store collection. I didn’t receive any email about when it was ready for pickup. I had to reach out via chat on January 5th to find out the status of my order, only to be told that it had arrived in-store and was ready for collection by the end of the week. I made a trip to the store the next day, only to be informed that it had been sent back. Complete waste of time.
Regret not reading the reviews before making a purchase. I ordered a gift and needed to make a simple edit to the gift message. The item was backordered and not set to ship for weeks, so I foolishly thought this would be an easy update. Instead, I was told no changes could be made once the order was placed. In 2026, we can't update a text for something that hasn't even been created—truly astonishing. If you like a fragrance from this company, find it from a decant site and avoid wasting your money with them.
The company is known for luxury, yet their new packaging for the intense cologne range is very disappointing. The perfume literally feels like it's stuck in a garbage bag. The presentation is poor and unsafe for travel. I truly wonder who came up with this unique idea? Presentation matters immensely for luxury brands, and they seem unresponsive to feedback, as if they don't care about customer issues. Companies that disregard customer value typically face losses, as it's crucial for consumers to enjoy their purchases. Let's not overlook the longevity issues with this brand; although the intense version is somewhat better, there are still no matching moisturizers to enhance the scent's longevity. I wish I could upload images of their packaging for the owner to see.
If you don't want to read this review in full, just heed the title. I rarely write reviews as I believe in giving everyone a fair chance, but the service provided by this company is shockingly poor. It's necessary to warn others to steer clear of them. I placed an order online on Sunday, December 21, 2025. I realize this is very close to Christmas and there's always a risk with busy couriers, but the company PROMISED delivery before Christmas, and I opted for next day service. I assumed they would ship the item on December 22 for delivery on December 23. However, on December 23, my order was still marked 'Awaiting dispatch.' I visited their contact section and was given three options. Live chat - no link or button, just absent. WhatsApp - a bot that could only assist with basic inquiries. I called them, and while the representative was cheerful, they offered no real help. I was told the order would leave the warehouse on December 23 for delivery on December 24. I had doubts but accepted their word. I later inquired about canceling the order to avoid further hassle, but was informed that once placed, I could only return it upon receipt. Come Christmas Eve, my order remained 'Awaiting dispatch.' I was not surprised. On December 27, I received a notification that DHL had finally collected my parcel, which would be delivered on December 29. In summary, I ordered with guaranteed pre-Christmas delivery, and they only handed it to DHL four days after Christmas. I was misled when I contacted them on December 23. My best advice if you wish to buy from this company is to purchase from a reseller who understands basic parcel fulfillment and customer service.
I experienced the same issue as another reviewer - I ordered a gift in plenty of time but paid for next day delivery to ensure it arrived before Christmas. Nothing came, and after following up, I was told in chat that the parcel would be dispatched by the end of the day. Yet, the item is still marked as being in the warehouse today. I did manage to speak to someone on chat this morning, but they couldn't provide a dispatch or delivery date. I expressed my desire to cancel the order, but was told it was too far along in the process to do so. Instead, they offered to send a full-size apology gift, though they couldn't specify what it would be. The delivery information on the company's website states, 'All orders placed from 12pm on December 22-24, 2025, will unfortunately not arrive in time for Christmas.' This is clearly false, as earlier orders also failed to arrive on time. Overall, this is not what I expect from a premium brand. I won't be shopping there again.
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fragrances, cologne, bath and body products, home fragrance products, and skin care products.
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