jomalone.com

Disgraceful Customer Service and…

Disgraceful Customer Service and disgraceful non delivery of item. I ordered my item of which cost over £200 on the 30th of November. The delivery courier for the item was dhl. After a while of waiting for dispatch I had a delivery date of last Wednesday as for delivery but was delayed 1 day via dhl till last Thursday. I was drop 109 on the Thursday of which delivery was up till 8.00 on the evening. At 7.00 the driver had gone off grid on tracking and no parcel received. Since then my delivery of which scanned out for delivery on the Thursday is still showing out for delivery now with no further updates. Both dhl nor Jo Malone are bothered. DHL are not answering phone nor replying to any emails of which sent to customer services via email with a 1 working day response time and after 3 hours on the phone to Jo Malone as advised to contact to sort their same usual blanket response is used. Jo Malone promised me via phone a refund today with receipt of via email of which would be 5 - 7 working days before it went back on my card. No receipt of email was received so just fobbed off by this foreign call centre. Ironically I caught a dhl driver delivering to my development Saturday gone, delivering to another address but no parcel for me. He explained that he and another driver were covering deliveries on the Thursday my parcel was out for delivery but had run out of hours and the depot manager had told them to return but he would look out for my parcel of which I would imagine is within 100,s and thousands hypothetically, more likely some light fingers have been involved!I’m now at the stage of contacting the local authorities to get a crime number due to theft and will be in the process of contacting my credit card as to enforce off Jo Malone a refund. I wouldn’t recommend shopping online with Jo Malone to anyone, just go to the shop itself to purchase as you will more than likely be let down!

Date of experience: Dec 08, 2025