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There are around 157 people who've already reviewed Jo Malone US. 26 excellent reviews. 13 people rate Jo Malone US great. And 118 customers rate bad.
Trustpilot calculated Jo Malone US's score 1.7. The latest review – Both the online and in-store customer service is absolutely appalling if you experience issues with your item/s. 1. Instore I went to return a brand new and unused item with my original proof of purchase (well within the 28 days grace period) and they claimed they still couldn't issue me a refund as I did not have my own separate debit card record (which only says "please keep for your records", nothing about please keep for returns/refunds). I have never ever in the history of returns/exchanges (including working in multiple beauty retail stores over a 7 year career) ever had to provide this alongside my actual receipt in order to make a return and there is nothing in the store, or on the receipt to indicate that this part is needed either (in fact the actual receipt ironically says "it would be our pleasure to exchange or refund your unused product, accompanied by the original receipt (singular) within 28 days". Senior staff were rude and unhelpful, I was the one who actually had to come up with the suggestion that I could show them the purchase on my bank statement. They eventually reluctantly agreed to this but the whole process was arduous and uncomfortable and made me feel like a criminal doing something wrong and really putting them out. When in actual fact I was a customer exercising a basic consumer right. I did email head office customer service about this but they fobbed me off with "returns and exchanges are up to the discretion of the individual boutique's staff" - great so they can deny me a legally binding consumer right just because they choose to and you won't step in to correct or fix this? Jo Malone, if you have set returns procedures and policies, these MUST BE FOLLOWED by your staff, even if their nose gets bent out of shape because it affects their takings toward target that day and therefore their commission. 2. For items bought online if you need to exchange a faulty item which is not fit for purpose. Expect to pay a minimum £5 postage and then whatever for packaging to return this item to them as they will refuse to cover this, even for faulty items. Appalling..