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This is my first time ordering (order number PEN-US-38025401) with this company. I ordered three bottles of colognes and before even received it, the package was dropped by UPS and all broken. I called to have the package replaced, but the representative told me that I would have to make a video, then submitted it via email and a bunch of other things they required. It is extremely hassles and cumbersome to do their asks in order to get replacement or refund. I don't have time for this, so I called customer service and someone answered but seems like she was working from home with baby crying in the background then I had to call back because I couldn't hear what she saying. called back spoke to this man which he listened then hung up the phone on me. I called back and it was him again answered the call, and he said he will send a shipping label to return the box full of broken glass. Until now I received no return label and now I'm left with a box of broken bottles without refund. The reviews here are fake, how could they said excellent customer service when 4 people I spoke with all terrible? they will not help you when the order goes wrong. in this case, it was not my fault, it was damaged before I even received it. I will never buy again from this company.
Good morning Kenneth, Thank you for taking the time to leave us this review. We are terribly sorry to hear about the experience that you have had so far.A member of our management team will be in touch with you directly within the next 24 hours. Wishing you a lovely rest of your day on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services
