Jo Malone London — Local services in Waitematā

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...

Daughter went into the store today. Horrid service; she had just gotten a new card, so it wasn't activated. So I gave her cash -- to go Christmas shopping. She knows I love Malone, so she went in for something for me. Security was asked to wait outside – like my daughter was some criminal. She wasn't disrespectful when told they didn't take cash and wasn't in general; she was simply looking. My daughter is half Maori and admitted she felt deeply profiled. She was not there to steal, and quite frankly that assumption is disgusting. I mean, she had just gone to T2 for the tea she likes, for...

Shocking service at Auckland International terminal. I was ignored and when I asked the lady for Peony and Blue Suede she said she doesn't work there despite serving other shoppers. I asked where the person is that works there and she said "break". When the lady returned from her break I was again ignoresd. I finall y found the perfume myself and took it to the checkout. Again. Ignored while she chit chatted. I then put the perfume on the desk and asked if I could buy it. Finally she went to get the box and rang it up....