Jo Malone London Customer Reviews

Bill

Jul 18, 2026

Easy to order

Gazeahead23

Jul 16, 2026

We appreciate the diversity and quality of all Jo Malone products. We even purchase them in person when we visit the UK (Chester location).

Khloya

Jul 15, 2026

Your website and customer support system are an absolute nightmare. I spent almost 2 hours today just trying to place a simple order. The birthday promo code didn't work properly, and when the chat agent gave me a 15% discount code as compensation, it glitched too. The system kept locking my cart and throwing errors. I had to waste hours in live chat just to get a promised gift. In the end, I had to place my order at full price just to stop this stressful experience. This is terrible service for a luxury brand

Fing

Jul 15, 2026

The website for adding the first purchase coupon is not working and I need to try on couple times to fix the problem

Online Shopper

Jul 14, 2026

Bien

Maria

Jul 12, 2026

I am very happy, im hoping that you will not discontinue this product (pear and freesia cologne) im so obsessed with the smell! Thank you for making this. I always had compliment whenever i spray this.

Jenpeg

Jul 11, 2026

I love this beetroot scent! I would have purchased it from Sephora if it was available, however. Always dissatisfied with the lack of samples and freebies when I purchase from Jo Malone. With Sephora I always get samples and rewards. That’s why my loyalty lies with them.

PkG

Jul 11, 2026

I went through the purchase process a few times looking for a place to write my gift note message and found none, hesitatingly I thought maybe after I check out I'll be able to write the note, and of course that was not the case. I'll have to cancel this order and call your customer service and try to figure this out.

Magoo

Jul 11, 2026

Ease of navigating website and purchase

EB

Jul 10, 2026

Website is not responsive and shipping restrictions

Lynn

Jul 10, 2026

Easy to navigate.Thank you.

Winnie

Jul 9, 2026

When I doing checkout for applying my 1st online discount, it keeps saying I am not able to apply.

MLE

Jul 8, 2026

I saw a car diffuser refill but could not find the car diffuser to buy - search said “0” match. Is it out of stock or never going to be available in the future

Bev

Jul 7, 2026

This is the second time I had to put in this order. No one at Jo Malone gave me an answer as to where my first order was. I got a different answer with everyone I dealt with and no one confirming where my order was. To this day, no one gave me a confirmed reply. The only reason I knew I had to reorder was the refund back on to my credit card. My order this time was almost $500 and no one could tell me the correct answer. I think it was appalling. Hopefully this order will arrive.

Kim

Jul 5, 2026

Great experiences. Amazing product.

AMW

Jul 4, 2026

It was a little hard to navigate regarding sizes of products for each scent. And variety of scents available online. Beautiful website but could be easier to navigate by streaming the product categories.

Ruffles

Jul 3, 2026

Not a good experience on mobile. Too many pop ups and navigation not intuitive. Feels like the full user experience wasn’t tested properly. I would expect something less clunky from a reportedly luxury brand. Also frustrating to have minimum spend requirements on a welcome offer…it’s not even a great offer (10 percent) and you force a minimum that clearly requires multiples…petty and i refuse to take the obvious bait.

Kit

Jul 3, 2026

No gift packaging no free gifts either and product looked old

MMDionne

Jul 2, 2026

Facile, rapide, excellent service à la clientèle

Online Shopper

Jul 2, 2026

I was waiting to purchase with a gift code. It is my birthday today but I did not receive one. Website is lovely no problems there. But I am disappointed as I waited for my birthday to purchase, did not receive the code I was waiting for, and had to purchase without. I can only afford one purchase so I feel I missed out :(

jenpeg

Jul 1, 2026

Dissatisfied with the lack of samples and freebies. Jo Malone makes it hard to get them at all. I'm spending $120 and to get a free gift I have to spend $125!?! That's why I would rather spend my money at Sephora. They give many gifts, rewards and samples. Unfortunately, this item was only available here.

Online Shopper

Jul 1, 2026

Very efficient

Cindy

Jul 1, 2026

Everything is really good and I love Jo Malone products especially freesia. But many duo or set products is sold out. It would be better filter show only I can see the available product.

X

Jun 30, 2026

Would appreciate apple pay

Wendy

Jun 29, 2026

Totally dissatisfied with trying to get info from online support

ShiKahr

Jun 27, 2026

The only critique I have is that I wish it were more apparent from the individual veggie patch product pages that a sample set was available. It would also be nice if there were a voucher that could be used towards a full-sized bottle from the collection.

Online Shopper

Jun 27, 2026

Easy to follow and quick

Online Shopper

Jun 25, 2026

Good

Gazeahead23

Jun 24, 2026

The website is well laid out with products front and center. The checkout process is clear and efficient.

atlanticcanadianscot

Jun 22, 2026

*I value Jo Malone fragrances for their unique & distinctive bespoke characteristics

smomo

Jun 21, 2026

I had a wonderful experience shopping with Jo Malone London. The ordering process was smooth, and the customer service was excellent. I absolutely love the products and will definitely be coming back for more. Highly recommended!

rocdocedbc

Jun 20, 2026

I like ease of use, and the way the products are securely shipped so the bottles of cologne are not damaged.

Online Shopper

Jun 20, 2026

Ok

Shirley

Jun 17, 2026

Easy to manage.

Michael

Jun 14, 2026

Overall, my experience on the Jo Malone London website was positive. The product pages were elegant, easy to read, and the fragrance descriptions helped me understand the character of each scent. I especially liked the clear presentation of notes, sizes, and gifting options, which made it easier to choose a birthday gift. One area for improvement is that it would be helpful to have more guidance for customers who are not very familiar with fragrances, such as clearer comparisons between similar scents or a simple recommendation tool based on preferences like fresh, floral, fruity, or warm. It would also be useful to see more customer reviews directly on the product page. Overall, the website felt premium and well organized, and it gave me confidence in selecting a gift.

Pixie Girl

Jun 14, 2026

Good

Sm

Jun 14, 2026

The product is great but your choice of delivery service or courier was very poor. The driver called me and said he could not deliver item and he was just going to leave it at my door, this was unacceptable. He then made me meet him somewhere on his delivery route with my own vehicle, after my long work day. That is NOT how I want to be treated as a customer. A proper, established courier or mail service should be used in the future. I am very hesitant to order anything from your online store because of this experience.

Wendy

Jun 13, 2026

Excellent, no issues. Quality product and quality service

Rachel

Jun 13, 2026

Easy to find a product that I want to order

Baker

Jun 12, 2026

Not clear information about two free gifts. On order more than 150 two gifts it's stated. But when I try to use my 10% of this option disappears. Even I added one more item.

Atlantic Canadian Scot

Jun 12, 2026

*very much like, prefer & enjoy the bespoke quality & character of Jo Malone fragrances

Jenpeg

Jun 11, 2026

I loved the product and it was delivered quickly. Just wish that Jo Malone gave more samples and gifts with purchase. I spent close to $150 and received nothing. That’s why I shop at Sephora for Jo Malone mostly. Unfortunately Sephora does not always have the exclusives.

JP

Jun 10, 2026

Positive experience

Mags S

Jun 10, 2026

I specifically placed this order online due to the Mother's Day promotional items. The perfume bottles arrived when anticipated, but the promotional items have still not been delivered. I have contacted customer support twice, and all they have tild me is that these items ship from another warehouse. The client support team is friendly and kind, but I am still very disappointed 😞

Grandma

Jun 10, 2026

All good

Heather T

Jun 9, 2026

Everything went smoothly from ordering, shipping was quick, product was packaged nicely.

Online Shopper

Jun 4, 2026

I am a first time online buyer at Jo Malone and was offered a 10% discount on first order ‘welcome 10’..…,,,I never got it???? Why not?Disappointing

Jen

Jun 3, 2026

I found the site user friendly. I do think that I should be getting some samples or gifts when I spend close to $150. That’s why if the new fragrance was available at Sephora I would purchase it there. I always get many freebies with my purchase.

Charmie

Jun 2, 2026

I'm not satisfied with the packaging , the box of the perfume was small. I hope that they used the regular box for 100 ml. Its my first time to purchase online, i usually buy to the store.

Samantha

Jun 1, 2026

1. The first bottle of $300 perfume I ordered was left by the courier in my mail room. No notice of delivery Could have been stolen 2. I ordered a 2nd $300 bottle of perfume the next month and two hours later was told I had to leave town. 3. I tried to cancel my 2nd $300 bottle Of perfume in 2 months only a few hours. I could not 4. Was told my only recourse was to reject the package, but I knew the courier had left the last one in my mail room. I asked what my recourse was if it was stolen. I got no response. 4. As expected the courier left the package in my mailroom. I had to send someone over to collect it or it would have been stolen. 5. JM ran out of my “free gift” so they sent me nothing. Although I like JM this was the WORST Customer service I have received for a luxury item ever. As a a result, it’s highly unlikely I will ever purchase again. The company’s image was tarnished in my mind. Greedy.