Review Time
I ordered a gift for Christmas, paying for next day delivery as advised by the website to ensure it arrived on time. By December 23, there was no sign of the goods, so I contacted them via online chat. After a 35-minute wait, I was told the goods would be dispatched that day and delivered on December 24. I expressed my lack of confidence in this promise, given that they had already delayed my order at the warehouse despite the expedited shipping fee. I requested a refund, but was told it wasn't possible as the goods were in transit, which was obviously untrue as they had just assured me they would be dispatched later that day. Now, on December 24, there’s still no gift, and according to the order tracker, it remains in the warehouse. Of course, no one is available at the company today to explain their dishonesty and failures.
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.
Have been using glasgow store prince's squre then when moved to bucanan street for the last five years .and this was the worst visit yet no special bottles or gift packs available. Plus staff couldn't care less.asked for give wrapped and was handed the same packing you get all year round.unfortunately will need to come back as my wife loves your pomegranate noir.but very disappointed.
Absolutely disgraceful customer service from such a high end company. I paid for next day delivery, I kept checking the tracking, but my order still said awaiting dispatch on the day it should have been delivered. I tried using the WhatsApp messaging, no reply, I tried the chat bot, useless and finally rang customer services, but the lady ( despite being polite) just did not care that my order was for Christmas presents and that I was upset! She just said we can refund your next day delivery charge. When I asked if there was any chance of the delivery arriving the day after, she just replied if it doesn’t you can apply for a refund! Shocked as this response! If you can’t supply and dispatch the goods then don’t offer the service. For the price you pay for these products, the customer experience should be exceptional! Not one effort made to try and help!!
Same experience over xmas as everyone else below. Paid for next day delivery well before the week of xmas. By the 23rd of December, still said “in warehouse” on tracker- Spoke to someone finally on live chat who promised it would be dispatched by the end of the day & delivered by xmas eve. Outright lie & the same lie told to numerous people it seems. Absoutely shocking for a company this size to decide to just lie to everyone & they should be investigated for it. AVOID
I ordered three expensive bottles with the promise of a free 30ml cologne. I thought this would make a lovely gift for Christmas. The next day delivery did not occur, the complimentary gift wrapping was not provided, and when the damaged box finally arrived, one of the bottles was shattered and empty due to poor packing methods. The other boxes were crushed and dirty. I contacted customer service to explain, and they assured me they would send a replacement cologne along with some replacement boxes. However, I received another damaged box containing three more crushed and dirty boxes that were not the correct sizes for the products and no cologne. When I called customer service again, I was informed that the cologne was now out of stock and could not be fulfilled. With it being December 23, there was no hope for a replacement. I requested a partial refund, which was denied. Extremely poor service from a supposedly premium brand. They have clearly compromised their standards. I won't be returning, that’s for sure.
Click and collect order placed 16 December, to be picked up from Covent Garden store. Minimal comms between then and 22 December, at which point I call the customer service dept to be told that whether my intended Xmas gift arrives at the store or not in time for Christmas is 'out of their hands'. Something is seriously wrong with this business that trades on a high-end brand image but is in fact utterly inept. I cerainly won't ever trust them again to fulfil an online order, and I'll encourage my wife to stop using the brand altogether.
Shocking customer service. Made an order for next day delivery. Day 3 without any confirmation and a rubbish response from customer service saying it was defiantly leaving this afternoon. Just a tactic to appease me for another day. Honestly would not use online ordering again
ÏThis is a shockingly low Trust Pilot score for a supposedly luxury brand. Wish I'd read the reviews before ordering. My experience is the same as numerous others on here so I won't go into too much detail.Jo Malone promised delivery by Xmas, but the parcel did not arrive on time. It feels highly dubious to give the customer a Xmas ordering cut-off time, and then not adhere to it. I would have thought that such a promise at the point of sale enters Jo Malone into a binding contract? Does Jo Malone have any idea how embarrassing it can be on Xmas day when you have nothing to give your loved ones? Do they not appreciate how seriously this type of failure in delivery can damage their reputation? Surely having a warehouse that knows how to fulfill an online order is a basic requisite for any online retailer. My advice to Jo Malone, to salvage what little retail dignity they have left, is to reach out to everyone they have let down this Xmas - proactively - and offer them a free gift or voucher. Otherwise, those customers will surely not shop at Jo Malone again, as in my case.
I’m leaving a review for the service I received from the two Sue’s at the Joe Malone Xmas pop up in Roomes store Upminster which I visited 3 times !The ladies were incredibly helpful and very friendly and it was a pleasure to be served by themThank you
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fragrances, cologne, bath and body products, home fragrance products, and skin care products.
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