Jo Malone London Regent Street — Local services in London

On 11th February 2025, my husband and I visited the Jo Malone store on Regent Street after buying his wedding suit at Suit Supply . I had long dreamed of wearing Scarlett Poppy as my wedding scent. During our visit, we were offered the Wedding Scent Experience, which felt truly special and added even more meaning to an already sentimental choice. During this appointment, I selected Scarlett Poppy — not only because I loved the fragrance, but because it held deep symbolic meaning for me: • My name is Poppy. • I lost a dear friend named Scarlett the previous year. • The fragrance features Iris, which is also the name of my youngest daughter. • I paired it with Velvet Rose & Oud, a nod to my eldest daughter, Adaline-Rose. These personal connections made the experience deeply emotional and unforgettable. I left the store feeling joyful and certain I had found my perfect wedding scent. The Jo Malone representative, Matty, was warm and personable, and we bonded over our shared connection to Leeds. We went through the selected items together in the store — I clearly remember confirming the choices I believed I was purchasing. I trusted that everything had been packed correctly and did not open the box, as we wanted to keep the beautiful packaging intact for our wedding morning and photographs. It never crossed my mind that such a significant error could occur, especially after such a personal and attentive appointment. We then headed directly to Wandsworth Town Hall for our legal ceremony, and I felt incredible wearing the fragrance I I had just selected - Scarlett Poppy. Weeks later, I returned to the Selfridges Oxford Street store to select Tonka & Myrrh for my bridal party — another fragrance that contained elements found in Scarlett Poppy, further tying the theme together. I purchased six bottles, continuing to build this meaningful narrative around our wedding day. However, on my actual wedding day last Sunday 11th May, as I was preparing to walk down the aisle, my maid of honour suddenly pointed out that the bottle was Red Hibiscus, not Scarlett Poppy. I cannot express how devastated I felt at that moment. All the careful thought and deep emotional significance I had built around my scent — the scent I had chosen to carry memories of my friend, my daughters, and myself — was gone in an instant. I wore a perfume I had never even tried before. This is now the scent that is forever tied to my wedding day, and it is not the one I chose. I am writing not just to express my sadness but to say, frankly, that this situation is unacceptable. The mistake may seem small to others, but it has had a huge emotional impact. I had every reason to believe that what I selected and paid for was correctly packed. The trust I placed in your brand and this experience has been broken. I would appreciate a serious and thoughtful response to this matter, including how Jo Malone intends to make this right — not only in terms of compensation but also acknowledgment of how this mistake has affected such a personal and irreplaceable moment in my life I have since gone back and checked my receipt, and it does state Red Hibiscus. However, I never looked at the receipt at the time — and truthfully, I didn’t once doubt the experience I had. After such a meaningful and emotionally resonant appointment, I had every reason to believe that the fragrance I had selected — Scarlett Poppy — was the one I was given. I trusted the process and the expertise of your team. The idea of needing to double-check felt completely at odds with the trust and care I believed was...

After hearing such amazing things about the Scent Your Wedding Experience, my partner and I booked this at the Regent St store. We were taken over to the counter to begin our consultation and were sat next to another couple who had booked the same experience. Our excitement soon deflated within the first few minutes of our interaction with the customer advisor. She was very quiet and not very outgoing and didn’t engage in much conversation with us. After asking what scents we quite like, she then essentially laid out all of the Jo Malone fragrances and which was very overwhelming and couldn’t advise us on what some of the ingredients were. There was no structure so after trying 10-15 fragrances, we weren’t able to remember which was which as she didn’t put the testers with the bottle. She did not consult about the option of layering scents which is very popular with this experience to make your wedding scent more unique. After about 15 minutes, she looked at her watch and walked onto the shop floor and left us and said that if we need anything, come and find her. At this point, the guests beside had a more friendly advisor who was passionate about the experience and offered them the hand / arm massage to test various creams and soaps. We didn’t get offered this at all. When we had selected a fragrance that we liked, there was so no consultation about sizes of bottles, pricing or engraving. Instead, she walked away to the till and started wrapping up the largest size they had without discussing any of this. We spoke to the couple beside us during this time and asked what they had booked and they had booked the exact same experience. This was very disappointing that it was so obvious that we were receiving 2 completely different experiences and this resulted in us changing our minds and not making a purchase. Today, we decided to try this experience again at the Bromley store and we received a high standard of service which felt super special and resulted in us making a substantial purchase. We didn’t get the name of the customer advisor who served us at the Regent St store, but she did mention that she was Chinese. Avoid this store at all costs, especially if you’re wanting a special wedding...

I had booked online a scent experience for me and my best friend, upon arriving to the store the store is very well presented as are the staff. We was greeted by the lovely Oana who talked us through the different scents and the perception of scent as I wanted to try something new to my usual velvet rose Oudh. She gave both myself and my friend a complimentary hand and arm massage alongside offering complimentary drinks and a really cute velvet pouch. We worked through over 10 perfumes and got it down to 2 perfumes which I loved. Oana listened and made us both feel so relaxed, we all had a laugh and she did not once make us feel rushed to make a decision. I Like how she used a placement cards which indicated the prices so the client could decide privately what they wanted. We decided to purchase a few things and I had found my signature work scent with the help of Oana. We had a right giggle at the till as my giftcard was not working not once did Oana or her team make me feel uncomfortable. Whilst Oana was engraving my product and packaging my things I was approached by the lovely Imaan who also made me giggle about my giftcard situation she made me feel at ease whilst we connected on our similar cultures.The team are super friendly, By far this is the best Jo Malone experiential store, staff are very friendly and we even had other customers ask us what we was recommended by Oana.. Upon leaving the store we received so many compliments by others as we smelt of 10 different perfumes.. The security guard was also polite and professional and also looked approachable which is very rare in most shops. I will be returning to this Jo Malone store again? This stores concepts around its clients and experiential service is spot on. Thank you Oana for our complimentary gifts and wrapping. I hope the JM regional manager praises this store everybody working on the 13/02/25 made it an...