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I purchased the 75 mL The Tragedy of Lord George with festive gift wrap and a tag, but the tag was missing upon delivery. When I contacted customer service, Sara A informed me that if I wanted an exchange, I would have to cover the shipping costs myself—even though the issue was clearly Penhaligon’s fault.Sara A then offered me a 10% discount on my next purchase or the option to have the missing tag sent separately. However, it took seven days from my initial inquiry to confirm that they could send the tag, which arrived too late—my gift had already been given. When the tag finally arrived, it was poorly packaged in a dirty bag and scratched.For a luxury brand like Penhaligon’s, this level of service, inefficiency, and lack of accountability is unacceptable. This experience has left me deeply disappointed and questioning their commitment to quality and customer care.
Good morning Yan Zhu, 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 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 rest of your evening on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services
