Jo Malone London — Local services in Aventura

I’ve never written a review like this before, but I feel it’s necessary to share the repeated poor experience I’ve had with the same saleswoman at the Jo Malone store in Aventura Mall. I’m unsure if she’s a sales associate or the manager, but she’s tall, has brown hair usually in a half-up, half-down style, medium-toned tannish skin, green-blue eyes, and appears to be in her 50s. I didn’t see her name tag nor did she share it with me before this whole situation. From the moment I walked in, she didn’t even greet me. I don’t speak English fluently—it's not my first language—but I understand it well. Still, rather than kindly assisting me, she made me feel like I was a burden just for needing a moment to express myself. Her demeanor was cold, passive-aggressive, and unwelcoming. To make things worse, I recognized her from three years ago when I had an equally bad experience. Back then, she told me Jo Malone did not offer complimentary birthday gifts, which was false. She made it unnecessarily difficult to access something I had a right to claim. Still, I made my purchase, let it go, and moved on—choosing to shop online afterward to avoid that uncomfortable interaction. Now, three years later, I decided to give this location another chance. The Jo Malone website clearly advertises a complimentary birthday gift with purchase—right on the homepage. I visited a week earlier and was told by this very same woman to return to claim the gift because either way the perfume i planned to purchase was out-of-stock. So, I did just that. I wasn’t aware of its policy change which did leave me confused but I was in no way disrespectful for her to get offended and become defensive when inquiring. And once again, this same associate acted like I was speaking a foreign language for even asking. Her attitude, sarcasm, and unprofessional facial expressions were beyond disrespectful. Just because I don’t speak perfect English does NOT mean I don’t understand what’s going on. I was calm, patient, and respectful throughout, and was instead met with arrogance and defensiveness. What truly upset me is how she insisted that the birthday gift minimum purchase was $150—when the official Jo Malone website lists it as $115. Why the inconsistency? I was too tired to feed into this foolishness so paid for my perfume. I wasn’t upset by the policy change, I was upset that when I stopped by a week ago, SHE herself, when someone else was assisting me, confirmed that nothing had changed and could stop by another day to pick up the perfume I wanted with the offer—then, this happened. To top it off, again—her attitude. I still made my purchase because I genuinely love Jo Malone products, but this experience left such a bitter taste that I will never step foot in this location again. It’s no wonder this store is often empty. Customer service like this is unacceptable, especially from a luxury brand that prides itself on elegance, experience, and hospitality. To add on, they also act like giving complimentary samples is outrageous—even though the website suggests otherwise. The snobbish attitude is unnecessary. This brand is already expensive, and I still choose to support it, so forgive me for wanting to enjoy a small perk now and then. To Jo Malone corporate: please do better when hiring staff. Your brand deserves better representation than someone who treats customers with such passive hostility and makes guests feel unwelcome for something as small as a language barrier or asking a simple question. I hope this review is taken seriously—because I truly don’t want someone else to have their experience ruined the...

A Truly Luxurious Experience!

From the moment I walked into the Jo Malone store in Aventura, I knew I was in for a special treat—but nothing could have prepared me for the outstanding service I received from Denise, the assistant store manager. Her warmth, professionalism, and deep knowledge of the brand completely elevated my shopping experience.

I was shopping for a gift and she understood that from the moment I explained it. She helped me find the perfect scent, pair it with a matching lotion and packed it in the most stunning box. She even engraved the perfume top. The treatment felt LUXE. I will be returning and encourage everyone to visit.

I’m using my husbands account so thank you Denise...

I was very disappointed with the help in the store that was Jamie. He had a nasty attitude, very paranoid about customers touching the bottles. We couldn't understand why! When the whole time he didn't have any gloves on. We never had such an awful experience at Jo Malone going back to the classic store in New York, Bleecker St.. The workers, managers Jason always very pleasant, polite and very welcoming with their regular customers. Unfortunately the Bleecker St. closed but they are in Columbus Circle in the heart...