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I received a bottle of fragrance for Christmas. When opened and sprayed for the first time, I noticed that the atomiser did not stand high enough from the neck of the bottle, and so it sprayed into the neck of the bottle and then dripped out, rather than misting into the air. I am no stranger to Penhaligon's and have always had excellent service in their Leeds store, so expected that this would be a quick and easy fix. Sadly, I could not be helped in store, as the item was bought online, and online customer services said that they also would not help, since the item had been bought over 30 days ago.I again explained that the bottle was full and faulty (with photos to show that atomiser didn't come out fully), and so they begrudgingly said that they would 'request' a return for me, but that it might get rejected because it was used (one spray!) and over 30 days old. So now I'm waiting (for 2 days, so far) to find out if Penhaligon's will accept a return on a faulty bottle ...not what I'd expect from a brand selling ?100-250 bottles of fragrance :/EDIT: The response that Penhaligon's has offered below refers to an internal investigation, which takes up to 28 days, into whether or not they will make good on this faulty bottle. Seriously.
Good morning Lisa, Thank you for taking the time to leave us this review. We are very sorry to hear about the experience that you have had so far. We have reached out to you privately in order to gather more information so that we can assist you further. We look forward to hearing from you and wish you a lovely day on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services
