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First of all - I LOVE this company's products and currently own 10 different perfumes. This doesn't include those I have gifted or bottles I have gone through over the years. So this is NOT a product complaint. But recently I ordered a small bottle of perfume and hand cream to be sent to my daughter in Brooklyn, NY for Valentine's Day. I was so excited that it was getting there a day before. When she received the "package" she thought it was a joke that I sent her a box of cable wires. I contacted the company and sent NUMEROUS photos of the box and content as well as labels. At one point the conversation basically sounded like they were accusing her of scamming them. Then after numerous emails back and forth it was a question of did this happen through UPS? I was asked to open a claim. They said they would also on their part. I was told by the person I contacted at UPS that no claim was filed by them and the sender needs to make the claim. I was told by the company it would take up to 8 working days for them to make a decision! So fed up by this point I just let my credit card company handle it. I am so disappointed in the disservice of this company and although I will remain true to this brand that I love, I will have to purchase from Bloomingdale's or Saks or wait until I visit the UK again as I will never order directly from this company or their website. But then maybe it's time to find a new brand? Such poor customer service. For $150 something dollars your customer service deflated my faith in a company that I loved. Do better.
Good evening Missy, 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. We have looked into this for you and can see that this is part of an ongoing investigation. We will be reaching out to you privately to assist you further. We look forward to speaking with you and wish you a lovely rest of your evening on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services
