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Awful experience. I purchased a blackfriday deal for 225 which includes a perfume and wash set, candle and sample perfume set. I got this delivered to a drop off point which was delivered on 29th November. I was unable to collect until 2nd December. When I went there I was told that the parcel was not there. The status was shown as delivered but it was not physically there. I contacted Penhaligons and was basically told they need to investigate and they tried to leave the conversation. However I insisted a call backend I was told I would be called within 48 hours. I never received the call. I then called them back and told they need to do an investigation which will take 10 working days. I explained the urgency and that I was not confident I would get the item before Christmas. I was not re-ensured by the customer service person at all and she tried to end the call as quickly as possible. I asked for a follow up in 24 hours as I simply want my item. After 30 hours, no call. I contacted the 3rd person who did her best to reensure me. After the call I got an email where apparently my item was being returned to penhaligon and I got 15 % discount. I bought the perfume but I will never use penhalligin again.No idea why I couldn't get the deal I wantedNo idea why pehaligan couldn't give me my order when they found an issue.No idea why I'm stillwaiting a 225 refundThe whole process of buying a luxury item felt cheap through the service provided.
Good evening, 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 will be reaching out to you privately in order to gather more information so that we can assist you further. Wishing you a lovely rest of your day on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services
