Jo malones new company jo loves refuse to accpet damage!! Please help

pmduk

Lucie_whyte wrote: »

A partner in a law firm must have better things to do than this.

I'm afraid you totally misunderstand lawyers. He's being paid to write the letter. It's how he earns his salary.

You may find the best thing to do is to avoid this and any other related company. Jo Malone is not a new name to these forums, draw your own conclusions.

Edit: When I wrote the above I was confusing Jo Malone with another company. A forum search of Jo Malone finds some 300 posts, few of which seem to be complaints. My point remains, if you're unhappy with them, both parties would probably prefer you to avoid each other.

aileth

I have to say that briefly skimming the letters, Jo Malone have jumped very quickly into the lawyer's arms, "oh save me Mr Solicitor, I have an unhappy customer who I can't have a dialogue with, so instead of engineering a solution ill come to you."

Yes, perhaps the OP was less than tactile, but I've had tonnes more dialogue with other companies where things were getting serious and we engineered a resolution. Again I'm sure it's down to the pure "we are Jo Malone, perfect in every way and better than you" attitude where they don't feel they need to provide any customer service as they're obviously 'above that'

Buy yourself a jasmine Rituals candle and laugh at getting the same for a fraction.

tomwakefield

aileth wrote: »

I have to .say that briefly skimming the letters, Jo Malone have jumped very quickly into the lawyer's arms, "oh save me Mr Solicitor, I have an unhappy customer who I can't have a dialogue with, so instead of engineering a solution ill come to you."

In fairness, the first mention of legal action was from the OP.

Failure to [return the candle] will result in me taking legal action.

Since Jo Loves has already said they won't post it due to the dangers of broken glass, unless someone picks it up in person, Jo Loves must assume the next step is the OP taking legal action as stated. Therefore they need to make their own legal team aware of the problem.

If you don't want legal action, don't threaten legal action. It's unwise to make the threat just to try and intimidate them into letting you have your way - they may call your bluff.

It also seems that the OP has played her part in making dialogue impossible. While Jo Loves have been unhelpful, they haven't resorted to the level of rudeness that appears in the OP's emails.

Incidentally, the OP's first email mentioned photos, but the store's last email before the lawyers got involved said

Unless you can provide further evidence as previously requested, such as the photos you mentioned

What happened to the photos - were they ever sent?

CKhalvashi

tomwakefield wrote: »

If you don't want legal action, don't threaten legal action. It's unwise to make the threat just to try and intimidate them into letting you have your way - they may call your bluff.

In fairness though, 9/10 times it works wonders, especially if you can explain where on the law the company is wrong (although I haven't read the whole thread, so don't know if it's relevant here)

CK

aileth

Well how many people threaten legal action to try and motivate a company? I bet lots do and hardly any will be expecting a stern solicitors letter!

And yes OP definitely tactless, but really I bet lots of companies deal with lots of unwieldy complainers but don't get this sort of response.

I don't really understand offering to send photos and then never sending them though. I personally would've sent them with the initial email with a concise factual email as I bet offering to send pictures and ignoring their requests for them got their back up a bit.

Pollycat

aileth wrote: »

Well how many people threaten legal action to try and motivate a company? I bet lots do and hardly any will be expecting a stern solicitors letter!

And yes OP definitely tactless, but really I bet lots of companies deal with lots of unwieldy complainers but don't get this sort of response.

I don't really understand offering to send photos and then never sending them though. I personally would've sent them with the initial email with a concise factual email as I bet offering to send pictures and ignoring their requests for them got their back up a bit.

I guess the OP - and maybe a few posters who've read this thread - will have learned the lesson not to make empty threats.

I agree that neither parties have come out of this sorry episode smelling of roses.

somethingcorporate

This thread is great! I agree, it should be a sticky on how not to complain and how not to be a difficult customer.

The company certainly could have been a lot better though and hiding behind their solicitor was done a little bit too quickly - fine engage them to counter any legal claim from the OP but sending that letter probably cost them a lot more than simply replacing the OPs candle and sending a bunch of roses to say sorry.

Still, some people "delight" in the tiny victories, no matter how hollow they may be.

aileth

somethingcorporate wrote: »

The company certainly could have been a lot better though and hiding behind their solicitor was done a little bit too quickly - fine engage them to counter any legal claim from the OP but sending that letter probably cost them a lot more than simply replacing the OPs candle and sending a bunch of roses to say sorry..

I didn't even think about that - great point. Unfortunately that is pretty much Jo Malone in a nutshell. All I wanted when I had my problem with them was an apology, just really an acknowledgement that I had had a problem, instead I got treated like a liar.

If Jo Malone think that a Solicitor's letter which probably cost a few hundred quid is better than a happy customer with a replacement product, well that says volumes.

JReacher1

Its made me laugh this thread. Its a good lesson in life, don't make empty threats about legal action as people will occasionally call your bluff!

Plus £75 for a candle is ridiculous

jacques_chirac

somethingcorporate wrote: »

This thread is great! I agree, it should be a sticky on how not to complain and how not to be a difficult customer.

The company certainly could have been a lot better though and hiding behind their solicitor was done a little bit too quickly - fine engage them to counter any legal claim from the OP but sending that letter probably cost them a lot more than simply replacing the OPs candle and sending a bunch of roses to say sorry.

Still, some people "delight" in the tiny victories, no matter how hollow they may be.

No, a company the size of Jo Malone will have solicitors on a retainer that would cover things like this. The letter won't have cost them a penny more than they would already be paying.

I think the response was spot on. Silly customer thinks they can threaten legal action to get their way - silly customer gets put back in their place by retailer who (on the information given) is in the right

I can't help but think this situation would have had a completely different outcome if the OP had approached it in a calm and polite manner.