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Updating my review, since they have come out on top and made me right. Following the below trust pilot reviews, customer service reached out, and provided a replacement. I'm satisfied with the outcome, but will leave the below here for transparency. I feel there is still a lot of opportunity to improve customer service experience intiially. The products are all outstanding. I will probably lean toward in store purchasing going forward, just in case I may find any issues, I'm sure that will offer faster resolutions. Terrible customer service. I've bought in store for years and had excellent experiences. I've bought a few bottles online with no issue previously, however, my recent purchase of Halfetii Cedar had a broken sprayer, it does not reset so cannot be used easily. I requested a replacement/refund so I could return the item and get a bottle I could use. After providing multiple pictures and clear videos to the customer service, they then sent me a PDF link of a quality control report to print, fill and sign. Now I'm not sure why, when the customer service agent had requested the videos the customer is expected to file the report for the QC team - who clearly are not controlling quality very well! I just want to return and get a working item. To add insult to injury, though they are able enough to take customer details via online form when you want to give them money/purchase, they expect customers to print and scan internal documents for them. Are we back in the 80's or 90's? This is honestly a complete joke. Since I'm unwilling to do administration work for free, and handwrite the information that is already provided with video evidence before I was even given the form I'm now stuck with a sealed, full bottle which cannot be accessed. Edit: They also tried to take this review down, claiming it was false. I had to provide proof to trust pilot. I'd assume they're attempting to remove all bad reviews, of which there are many. 28% of the reviews they didn't manage to delete are 1 star with so many lamenting the terrible customer service.
Good afternoon Dan, 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. Could you kindly send us an email with your details and to let us know that the review is yours please? One of our managers will get back to you shortly! We look forward to hearing from you and wish you a lovely day on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services
