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

Takeaway_Addict

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."

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.

Disagree that they were to quick, the OP threatened legal action, was not letting the company know what resolution they wanted so it is better for Jo Malone to step back and let their solicitors deal with it.

tomwakefield

CKhalvashi wrote: »

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

It may well do. But if you do it, it's unreasonable to then complain that their lawyers have contacted you. My view still stands - only threaten legal action if you are willing to follow it through.

somethingcorporate

jacques_chirac wrote: »

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.

Possibly, I've never heard of this company.

If they are so big I'd expect better in terms of their communications with the customer - seems very unprofessional to me.

Still, I'd expect their stance will ultimately do them more harm than good.

tinkerbell28

I agree with never threaten legal action, if you don't mean it. I also think ops complaint was dire.

I just don't think for the high end Jo Loves is, they've provided a good service. I get the impression they were being obtuse from start to finish. Sending back the candle, then they weren't, but they got it to France. I also feel they could see op was getting more frustrated and incoherent, that they tried to win a war of words. I don't think their responses are great either. Almost like they were better than her.

I would expect a better response from a high end brand. Sure sometimes you get customers like this, but I don't think it means you should be patronising or unhelpful.

aileth

tinkerbell28 wrote: »

I would expect a better response from a high end brand. Sure sometimes you get customers like this, but I don't think it means you should be patronising or unhelpful.

Dahling, there can never, ever be anything wrong with Jo Malone products. They are perfection and can NEVER do anything wrong, so why should they bother with the lesser beings like us general public?

Valli

So this was the OPs initial complaint -

Lucie_whyte wrote: »

Your candle has just cracked spontaneously and a flame has marked my laminate table!
The glass consistency doesn't look thick enough to withstand the heat!
I'm now hoovering up glass and have taken photos to show you what happened.
My poor table was very expensive!! I'm not impressed.
The candle now has a massive whole in the glass.
Bad day for me, candles, tables and Jo loves.

Had it been me, my initial complaint letter/email would have been worded thus

Dear Jo Loves

I recently bought a (insert fragrance) candle from (insert store) having been a fan and loyal customer for (insert length of time).

I was most dismayed when, having been alight for (length of time) the candle 'exploded', the glass shattered and hot wax spilled onto my table and carpet causing some burning and damage.

I am sure this must be a rare occurence, nevertheless I though it prudent to bring it to your attention and wonder if you would be so kind as to consider compensating me for damage to my furnishings?

I enclose/attach pictures of the candle and damage and have retained the candle and glass pieces so that they could be examined at some future time, should you deem it necessary.

I look forward to receiving your reply.

Valli

aileth

Spot on Valli. I think the most pertinent thing is attaching the bloody photos when you say you will!

Valli

TY aileth; I have put that there so that it may be of use to anyone who does want to complain in the future.

OlliesDad

Valli wrote: »

So this was the OPs initial complaint -



Had it been me, my initial complaint letter/email would have been worded thus

Dear Jo Loves

I recently bought a (insert fragrance) candle from (insert store) having been a fan and loyal customer for (insert length of time).

I was most dismayed when, having been alight for (length of time) the candle 'exploded', the glass shattered and hot wax spilled onto my table and carpet causing some burning and damage.

I am sure this must be a rare occurence, nevertheless I though it prudent to bring it to your attention and wonder if you would be so kind as to consider compensating me for damage to my furnishings?

I enclose/attach pictures of the candle and damage and have retained the candle and glass pieces so that they could be examined at some future time, should you deem it necessary.

I look forward to receiving your reply.

Valli

Personally I feel that this is too far in the other direction. It suggests that you don't mind if they compensate you or not and it was more an FYI letter. I would go somewhere in the middle.. start as per yours but a bit more firm on the expectations.

Valli

Good point Ollie's dad - I, of course, am not aware of the amount of damage and cost thereof so possibly I am being overly gentle;)