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I purchased a men’s cologne as a milestone birthday gift for a friend. I paid ?255 and this included gift wrapping service. My item was delivered, however it had not been gift wrapped. I checked the package again in case the gift wrapping had been included with the expectation that I wrap it myself, but there was nothing in the box. I was planning on giving the gift to my friend at a party taking place the next day. I reached out to Penhaligon’s via their WhatsApp customer service contact - in short I was offered a refund of the gift wrapping cost and a 15% discount voucher to be used against future purchases. I was not offered an explanation as to why my order had not been fulfilled. Clearly an absence of quality control before the order was dispatched. Apart from being told that they will have to check with the warehouse as this sort of thing rarely happens - I received no explanation. I do not require a 15% voucher toward a future purchase as I will not be purchasing from Penhaligon’s again. It’s back to Jo Malone for me.
Good Morning, Thank you for taking the time to leave us this review. We are sorry to hear about the experience with your order and our online Consumer Services.Please know that a manager will be in touch with you as soon as possible to discuss this further. We look forward to speaking with you and wish you a lovely rest of your day on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services