Review Time
I made my way to Battersea Power station and went straight into Jo Malone shop to get few things . For my surprise and disappointment, I was completely ignored by the two ladies standing behind the counter. They both look at me and immediately put they eyes down. One of the ladies passed by me and went behind a door. I could not believe the experience I was leaving. It was very upsetting and I felt disappointed with the appalling service from this two consultants. I stood in the middle of the shop by the fragrance bar waiting to be served, she was more interesting looking into the computer than me. I walked away feeling very anxious and finish not buying what I’m supposed to. Was a waste of travelling. Definitely will never return to the shop neither I recommended. I made my way to Chanel and I had the most beautiful, caring experience of luxury. Thank you Chanel to make me feel wonderful.
My sales adviser was Susan Sales. Sue did not know that I was suffering somewhat due to my bipolar affective disorder (diagnosed at 16). She made me feel right at home and treated me like an old school friend. It wasn’t about making the sale for Sue (even though she did). It was more about having fun and making me smile.Top class service. Absolutely first rate. Would be delighted to collaborate with Sue again.
Lies and obfuscation - they claim they tried to deliver - they did not as I have CCTV / Ring video doorbell and are now refusing to cancel the order as requested.So I'm down £150 with no product and no prospect of delivery when I am in and they literally could not care lessThe products are ok but they definitely aren't special enough to be treated like dirt by the (lack of) customer service agents
I love JoMalone fragrances BUT their online and phone customer service is THE WORST!!! I received a gift in the mail from JoMalone and I simply wanted to exchange my scent for one that I like...but trying to get someone on the phone or chat to help me is mind numbly long if you even get someone to talk to you. They are rude and immediately transfer you to nothing. I've been waiting an hour and no one has helped me. When I spoke to someone on the phone I couldn't even understand them because their Indian accent was so strong and they kept asking me the same questions. I'm going try and exchange with a person at the store. I'm sooo frustrated.
Now into COMPLAINT 2 weeks + 1 day since the start of most appalling customer service I have encountered in any luxury brand. JM seems to have no communication between departments to resolve unhappy customer complaints and despite being dealt with “ head office “ and seeking escalation to Estée Lauder with named people telephone numbers to call- they are “ not at their desk “ or otherwise unavailable. There is seemingly a blame culture between their departments and JM business model is the customer is required to navigate their poor management of complaints and each department denying accountability. Hopeless company to communicate with…
Day 6 Complaint submission to this company, regarding their online customer service. I selected on-line as a convenience. I do not appreciate being misled, fobbed of to internal depts/partners who are closed; being told there is no complaints policy available to me to ensure my complaint is escalated to the appropriate dept. I’m currently informed my complaint is with the department heads- yet no update on why the delays. I only spent £450 at JM last week and perhaps they only apply customer service to higher spenders? They market themselves as Luxury yet their customer service does not even hold the basic value system- timely, listening, positive and proactive to make amends. There are much better alternatives available in the fast growing luxury market
I have used Jo Malone for years but since the company changed hands the fragrance is so weak and does not last .I always got people commenting on how amazing I smelt but now I NEVER get any comments.I feel so let down I have lots from my last order .
Ordered perfume on 15th October. By 26th October I contacted Evri to query where was parcel. Evri confirmed on 28th October that perfume unable to be located. I contacted Jo Malone who posted replacement. On 3rd November Evri contacted me to advise about delay in delivery. Perfume eventually delivered on 4th November. 20 days from order to delivery. No gift sample. Unreliable postal service and given cost, next time perfume will be purchased elsewhere.
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fragrances, cologne, bath and body products, home fragrance products, and skin care products.
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