Jo Malone London

This is my first time shopping over the phone with Jo Malone. Elaine is amazing, her customer service is top notch! I paid for it yesterday Dan the parcel arrived perfectly packaged overnight. She even included a hand written note and some samples! This is truely a luxury experience. Highly recommend and would purchase again.

Corporate has stepped into the store and unfortunately the service has not been the same. I was fortune to have the old manager to provide me the birthday hand massage. She was super lovely and would introduce the brand and give some background information of the store. She would also check in during the massage for example “is the temperature of the towels okay” , “how is the pressure”. She even offer to walk up to the sample table to introduce all the fragrances and mix match our scent for the massage. She even given us a hair spritz as part of the massage experience ! Just an overall a very welcoming hand and head massage.This time HOWEVER, my partner had a birthday invite and I had the opportunity to come back for the massage. But it is super disappointing. We got rescheduled (which is fine) but no apologies in person nor a little extra effort to compensate for rescheduling our appointment (which the old manager did as my own birthday massage was reschedule too). The head office lady completed both of the hand massages in less than 30 minutes. Very stringent with the amount of sprays, no introduction of what jo malone is, didn’t even offer us to go over to the sample table and smell the different fragrances prior. I wanted to experiment a different fragrance, and wanted something fresh. The other assistant struggled to match my preference and didn’t actually give me the full fragrance profile like “spicy notes, floral, warm tones etc”, simply assumed “sweet”. I just thought the service provided this time was considerably low compared to old management . The old manager had to juggle on her own with customers and my massage. Whereas, this time there were hardly any customers and an extra staff on site !! And they still manage to deliver a below average service.This is a high end brand so customers do expect service to be parallel. Although Jo Malone products are amazing but service has gone down. Would suggest the store to get the old manager (Maz) to retrain the team, sorry.

Apart from the store looking and smelling gorgeous the staff were just so lovely!They really went above and beyond to help me find the perfect gift! They engraved the bottle, gift wrapped it beautifully and still managed to give my friend and I some lovely little samples. ❤️

Ordered twice over the phone in 3 days for xmas gifts, saved me time travel to ct. Amy has been wonderful suggesting different gift boxes suiting budget and need. Packages arrived perfectly and well packed, together with more than enough blank gift cards so I can handwrite to friends. Each gift is along with a golden charm with the initial I chose for friends. Amy even wrote notes and put initial stickers on each gift pack so I can identify the gift for each person correctly. Great shopping experience.

Had a lovely experience with the 2 ladies in store today. Gave me great recommendations on the scents.The engraving service is such a bonus. Makes everything you buy extra special ☺️

The product is beyond repute with perfectly elegant fragrances. Amazing service by the team this evening. They showed genuine interest and offered suggestions that were educated and thoughtful. When an answer wasn't known time was taken to find the information, and creative solutions were explored to different requests. 10/ 10 will be back.

I rushed into store like 10 mins before closing, the lady sales assistant was AMAZING. Knowledgable on products & assisted me with engraving. She also spent extra time beautiful gift wrapping the gift I purchased. My experience in store was lovely ! Would highly recommend visiting the Britomart store