Jo Malone London Reviews 

Wish I could give no stars. Terrible customer service with little genuine care about customer experience. Cancelled an order I had and didn’t inform me that the replacement was also cancelled as they failed to update the payment. Was told the wrong information at every turn. Have never experienced such poor customer service in my life! Feel like I’ve been manipulated by a company

I visited the St Albans store this afternoon and received outstanding service from Leah. She was incredibly friendly, knowledgeable, and helpful throughout our visit. She helped my partner and me find the perfect gift for my mum’s 60th birthday, making the whole experience enjoyable and stress-free.

Leah has a wonderful personality and a great sense of humour—it genuinely felt like we’d known her for years. She is a real credit to the store, and I hope she receives the recognition she deserves for providing such exceptional customer service. Thank you, Leah! ⭐⭐⭐⭐⭐ From Elise and Harry !

What a fabulous experience at the Covent Garden store with wonderful service from Olivia. Had booked a hand & arm massage as a birthday treat for my niece. Olivia was very knowledgable on pairing various scents - combinations we’d never have thought of. So much so we purchased the beetroot scent! Such gracious and personal service - thank you so much Olivia!

I am extremely disappointed and frustrated with the experience my wife and I have had with Jo Malone regarding our recent orders. Quite honestly, this has been some of the worst customer service I have experienced from a luxury brand, and I expected far more from a company with Jo Malone’s reputation.

Our first order was placed with paid 2-day shipping because the items were intended as time-sensitive gifts for an upcoming trip to Ireland. The package was marked as delivered by UPS, yet we never received it. We immediately opened a claim with UPS and contacted customer service. I spoke with a representative named Juliet and explained the urgency of the situation and the fact that we were traveling internationally soon.

Unfortunately, I felt completely brushed off during the conversation. Juliet informed me that after the UPS investigation was complete, we would be offered either a refund or replacement, but she failed to mention that the investigation process could take 8–10 business days, something we absolutely do not have time for given our departure date. I only discovered this timeline later after doing further research myself.

Because of the lack of urgency and concern shown regarding the missing order, we were forced to place a second order on Sunday just to ensure we would receive the gifts in time before leaving the country. We even paid additional money for overnight shipping in hopes of avoiding yet another issue.

My wife then spoke with Glenn, who assured us that she had notified the shipping department that the order needed to be expedited and that the backend team had also been informed that we requested a refund for the original order once the UPS investigation was complete. At that point, it finally seemed like someone was actually trying to help us resolve the situation properly. We were so appreciative of Glenn’s efforts that we even left a positive survey review because we genuinely believed she had gone above and beyond.

However, at 10:00 PM CST, we then received an email stating that one of the mini candles in the order was no longer available and, even worse, the order still had not shipped despite the urgency repeatedly being communicated.

At this point, I am beyond disappointed. Not only has this situation caused unnecessary stress right before international travel, but at no point was anything meaningful offered to make up for the inconvenience, additional costs, wasted time, and frustration we have experienced.

We would have gladly purchased these items in-store to avoid these issues altogether, but the closest location that had all products available was over 2.5 hours away, which would have required a 5-hour round trip.

This entire experience has been unacceptable from start to finish and completely inconsistent with the level of service one would expect from a luxury brand. I will absolutely be sharing this experience publicly and filing a complaint with the Better Business Bureau regarding how poorly this situation has been handled.

Spoke today to another customer representative, Ruby, who was all too happy to get me off the phone after requesting a supervisor callback. Never received a phone call but did receive an email from Maria, Consumer Care Advisor, “ We attempted to reach you by phone, but unfortunately, we were unable to connect with you. Please feel free to communicate with us via email at your convenience, and we will be happy to assist you.”

Disappointed and frustrated does not even begin to cover it.

DO NOT GIVE YOUR HARD-EARNED MONEY TO THIS CORPORATION!! PROCEED AT YOUR OWN RISK!!!

Ordered wedding perfume 9 days before the wedding. Did not arrive in time so was missing wedding dat perfume. It is now a month later and still not received a refund. I have contacted customer service twice and each time they state a refund will be sent but I am still waiting. I will never buy from this company again. Devastated not to receive the perfume and then appalled by the level of customer service. Never experienced anything this poor.

Customer service is terrible as others have said. I recommend Norfolk natural living. Beautiful smells and the customer service is superb.

Customer service is terrible. Paid £8 for nominated day delivery and still not arrived 2 days late. Contacted customer service which blamed easter warehouse delays even though I ordered days after easter. They said they would refund me the delivery costs, but they haven't.

Another appalling service from Jo Malone. Ordered a hugely expensive bottle.of perfume on the 3rd April. Still not with courier as of the 9th April. Contacted them by online chat, whatsapp and finally telephone to be told there is nothing they can do for another 3 days. It was a gift, which will now not arrive.on time, if at all
Pathetic for such as supposedly high end company. 2nd complaint made in the last two orders.

They are now saying the order MAY arrive wiyjonh 30 days!!!!!!

Ordered my item on the Sunday by the Thursday still showing as not dispatched! Needed the item by the Friday as it’s a house warming gift, rang customer services, told me there are delays at the warehouse I was never informed!!!!!!! Customer service assistant told me they have no contact with the warehouse that delivers their items which I find unbelievable, I was told if I don’t want it when it arrives to reject it!!!!! Now I have no gift for when I needed it and customer services were not interested.

I don’t buy these products but I have attempted to contact them
Because I have been reacting to a certain perfume and have recently learnt it is Jo Malone 59. I don’t know if it is the same for their other products. I attempted to contact them via chat to ask for the ingredients because it clearly has something dangerous in it that triggers my skin to flare and chemical asthma just from walking past someone wearing it. I don’t know why anyone would want to wear something that is clearly dangerous, but actually doesn’t smell nice because it is so overpowering. I will be referring through govt channels to have this company investigated for causing harm to me and potentially a lot of other people and to have the toxic ingredient taken out of their products.

I did the ‘scent your wedding’ experience at Jo Malone Covent Garden and I was not disappointed! I went not knowing what to expect. We arrived a little earlier than we were booked due to us having other plans and we were met with a pleasant man, Malik, who sat us down and offered us a drink - it felt like a little thing but made a big difference.
The lady, Alex, who then helped in finding my scent was extremely knowledgeable and really did make the whole experience. She explained the fragrances from the ‘base’ to the ‘notes’ that come through. She showed us how to layer fragrances to bring out difference smells. She had a really warm, kind and approachable character and understood exactly what I was looking for - making me feel like I could be totally honest on how I felt about the different scents.
I didn’t really know what to expect from the experience but I would 100% recommend to anyone getting married or even if you’re looking to up your perfume game/find a new scent.
Thank you so much, Alex - you’re great and truly wonderful, and made the whole experience for me and my party.

I cant recommend Jo Malone and would go so far to say be cautious when ordering direct from them. I ordered a £370 candle & despite next day delivery, I am 4 days on and no one in customer service knows when it will be delivered or where the candle is. So frustrating...

Avoid this company. Terrible customer service. Unhelpful agents and late running deliveries for mothers day with a mothers day gift. That never arrived in the allotted time frame.

Purchased a body wash directly from the website, which very quickly discoloured and went off. I reported it to the customer service and was told it wasn’t a genuine Jo Malone product despite me buying it from their website. The customer service then refused to help me as it wasn’t a “genuine product”, despite it being purchased directly from them!

Bought a Jo malone diffuser and was so disappointed for the price they are you would expect them to be much better ,reading reviews looks like people that had used them for years are also now saying the same that the smell is nothing like it used to be.You have to literally be a inch away to smell it so will not be buying another

I was in Fenwick at Brent Cross Shopping Centre NW4 yesterday and went to the Jo Malone counter. It was my 2nd time in a year to visit and each time was served by the most amazing girl by the name of Ayle. Not only was she polite, helpful and went over and above to assist, she remembered me instantly by my name from lst time! Bearing in mind I hadn't been there in approx 4-6mths that is what you call exceptional and professionalism at its very best.
In my opinion she is what makes people return again. Whether she remains working at Brent Cross for years to come or whereever life takes her, anyone would be privileged to have her work for them.

Liverpool one branch served by Vicky absolutely incredible lady, customer service second to none made the whole experience a exclusive feeling even though she does it numerous times a day. I'm going to be a customer at that branch just because of the service I received off Vicky.

I was searching for a limited-edition Jo Malone cologne and visited the Jo Malone London – King’s Road store. From the moment I walked in, the experience was exceptional.

The sales assistant, Charlotte Young, was incredibly helpful, knowledgeable, and attentive. She took the time to understand exactly what I was looking for and guided me perfectly to the right choice. Her professionalism and warmth truly made the experience special.

Beautiful packaging, kind and welcoming staff, and outstanding customer service throughout. I left feeling genuinely delighted and will absolutely return for birthday gifts for friends and family.

Well done to the whole King’s Road team — a wonderful example of luxury retail done right.

Ginger Biscuit Pillar Candle Collection, what an absolute waste of money, I was so looking forward to lighting one of these candles today. No small at all. Won’t be buying these again, very poor Jo Malone.

The candles we got for Christmas were terrible. Almost a fire hazard. Within 30 mins the entire candle had melted flat. Please see picture. Just awful