Jo Malone Reviews

We booked the wedding scent experience at the Stratford upon Avon location on Saturday, and Beverly was absolutely wonderful. She helped us feel comfortable and guided me through finding my perfect wedding perfume. Coming from someone who doesn't normally wear branded fragrances, this felt like a real special treat for my big day, and she walked me through everything with zero pressure. The whole team was friendly and chatty, making it one of the most incredible experiences I've had. Would definitely recommend to anyone!

I've been shopping here for over 25 years, back when it was only candles and had amazing service. Never had an issue until now. I sent three emails and got three responses saying Jo Malone would contact me, but nothing came after nearly a month. We called the number too and were promised a callback that never happened. My recent purchase was substantial but the quality doesn't match what I'm used to, and they don't seem interested in fixing it. I'm not sure this will even get resolved at this point.

Should have checked the reviews first before placing my order. I needed to make a quick change to the gift message, and the item was even backordered so nothing was being made yet. Figured it would be simple, but they told me no changes are possible after placing an order. It's 2026 and we can't update a text field on something not even in production? Why have customer support at all? If you like their fragrances, find them elsewhere and get a sample instead. Don't waste your cash with this company.

I ordered a Christmas gift within the proper timeframe. Six days went by and it still hadn't shipped even though I paid for next day delivery. Customer service gave me a DHL tracking number that doesn't work. Nothing feels luxury about this brand when the service is like this.

Jo Malone really disappointed me. I ordered a Christmas gift in late November. Two weeks later, the DHL tracking showed it was sent back and never attempted delivery. After four phone calls with about 20-minute waits each, I was only refunded shipping costs. They said three days ago it was being resent, but I haven't gotten any emails or tracking info. I'm dealing with serious health challenges and can't easily get to stores to replace this gift. I mentioned this to them and they still offered no help or faster delivery options. I won't be buying from them again.

What a mess. I ordered online and they dispatched it same day, promised next day delivery, but four days have gone by with no package. Customer service can't help either. This was supposed to arrive for someone's birthday that's already passed. I'd skip ordering from them online.

My partner and I had the most amazing time at the scent your wedding experience at Leicester Highcross. Farha was so lovely and helped us pick out the perfect scents for each of us. It was incredible, and Farha made the whole thing so special. We got personalized boxes for our wedding day plus individual scents just for us. The experience was absolutely perfect from start to finish. I'm telling everyone about it! The fragrances are so rich and layered. Thank you so much, Farha!

Visited the George Street location in Edinburgh and Audrey was wonderful. She remembered items I'd bought before and gave me personalized recommendations. When we came back an hour later to decide, the store was quiet and she surprised us with complimentary hand and arm massages plus champagne while we were visiting. The gesture meant so much, especially while we were away from home. She even gave me two samples to try, which I'd never received before despite being a regular customer. She's just temporary staff, but I think keeping her on permanently would be incredible for your company.

Had such an awesome experience at Jo Malone in Flannel's Liverpool today! Both staff members, both named Liv, were fantastic and really knew their stuff about the products. They made us feel totally at ease and relaxed. You ladies were amazing and we're telling everyone how great this was. We'll definitely be back!

Their return policy is fantastic! I don't always connect with every fragrance I try, even though I shop online regularly and typically enjoy what they offer. They made it super easy to send back an unused scent and try something different instead. Now that's a fragrance I absolutely adore! Their scents are truly special and stand out from other brands on the market. I'm genuinely hooked and keep coming back for more. Highly recommended!