Jo Malone LondonFresh Fig & Cassis Townhouse Diffuser Refill, 11.8-oz.

Not the usual experience

I have always loved Jo Malone and frequently purchase their colognes both for myself and as gifts for others. Recently, I ordered a gift for a friend's housewarming party, expecting the usual high standard of service and quality. Unfortunately, this experience was a major letdown. The gift was supposed to arrive on a specific day but ended up arriving a week and three days later. I reached out to Jo Malone's customer service via their website chat and spoke with Ashley. I explained that the delivery date had changed five times and continued to shift daily. Ashley advised me to "continue to wait" because the new delivery date was scheduled for that day. It was clear she hadn't listened to my concerns, as the date kept changing, and she never apologized for the inconvenience. I asked her to escalate the issue, and she assured me someone would reach out within 24-48 hours. That never happened, and the gift didn't arrive until three days later. When the package finally arrived, the box was smashed, and the gift inside was leaking. The gift box itself was damaged with black marks all over it. This definitely didn't look like a $200 gift—it looked like something picked up from a discount store. This experience has left a bad impression on us and has made me reconsider purchasing from Jo Malone in the future.