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Review Time
I was concerned when I did not receive an email confirmation of my order so I contacted Customer Support. Shannon C quickly assured me of my order and explained that express checkout does not produce one. My thought is that a mechanism should be provided for assurance to the customer. I could not even confirm via the portal as I never had an order number. All that aside, Shannon C did a great job, thank you.
Good evening AlexanderThank you for taking your time to write us this review. We are sorry to hear you did not receive an order confirmation due to using the express checkout. We will feed this back to our digital team. But we are delighted to hear that you had a great customer experience from Shannon. We will be sure to pass this great feedback onto the team! We hope to welcome you back to shop with us again soon! Please do not hesitate to reach out in future. On behalf of Penhaligon's, we wish you a lovely evening. Warm Regards, Penhaligon's Consumer Services
Sara A - an excellent adviser/person with so many gracious characteristics that words easily fail to describe. But words that’s all we have to describe someone, so here it begins:Ingenious, kind, excellent listener, sagacious, most of all she cares.
Good afternoon BG,Thank you for taking your time to write us this review. We are absolutely delighted to hear about your recent interaction with Sara A, and that she made your customer experience so special!We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.On behalf of Penhaligon's, we wish you a lovely rest of your weekend. Warm Regards, Penhaligon's Consumer Services
Sara Z was very helpful and polite and sorted out the issue.
Good evening Elizabeth, Thank you for taking your time to write us this review. We are sorry to hear that you had cause to contact us over a recent order. We are over the moon to hear that Sara Z was helpful and was able to turn things around to your satisfaction. We will be sure to pass this great feedback onto the team! We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future. On behalf of Penhaligon's, we wish you a lovely Christmas and all the best for the New Year. Warm Regards, Penhaligon's Consumer Services
Shannon was super helpful and demonstrated not only professionalism but genuine kindness in helping navigate me through some online ordering problems.
Good afternoon Maria, Thank you for taking your time to write us this review. We are sorry to hear that you had an issue with your recent experience online but we are delighted to hear that you had such a positive customer experience with Shannon. We will be sure to pass this lovely feedback onto the team! We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us. On behalf of Penhaligon's, we wish you a lovely day. Warm Regards, Penhaligon's Consumer Services
I went to Kildare village and I noticed there was a pentagon’s shop and I went in to have a look and I was greeted by 2 gentleman who were very patient and good at their job as I had no interest in buying a fragrance but I did there were so good by far the best experience I have had in a shop both were so nice and gave me so much free samples if I’m in Kildare village again will 100% be going back because of them
Good morning Graham,Thank you for taking your time to write us this review. We are so happy to hear of your recent experience at our Kildare Village store, and that our lovely team provided an excellent customer service. We will be sure to pass this lovely feedback onto the team! We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us. On behalf of Penhaligon's, we wish you a lovely day! Warm Regards, Penhaligon's Consumer Services
I’ve always loved the in-store experience and products, but my recent online order has been nothing short of disappointing. I spent over ?230, and there was a promotion offering 3 x 5ml scents with every order over ?150. However, because I used my student discount (which I am eligible for as a current master’s student), the promotion was removed.When I raised this issue with the customer “support” team, their response was utterly dismissive and showed no concern for the principle of the matter. Frankly, I expected much better from a brand I once considered prestigious.This experience has left me extremely dissatisfied, and I’ll be taking my business elsewhere from now on. Poor customer service has truly tarnished what was once a respected reputation.
Good evening Cayla, 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. Currently our customers can only participate in one offer at a time, we do not have the facility to accept two codes when ordering online. We have looked into this for you and can see that your case has been escalated for a manager to review it. A member of the team will be reaching out to you privately within the next 48 hours. We look forward to speaking with you and wish you a lovely rest of your day on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services
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
Dreamy scents and kind help from Leila Iris, thanks guys!
Good afternoon Eddie, Thank you for taking your time to write us this review. We are over the moon to hear that you are a fan of our products! We are also happy to note that you had a great experience with Leila Iris. We will be sure to pass this great feedback onto the team! We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future. On behalf of Penhaligon's, we wish you a lovely evening. Warm Regards, Penhaligon's Consumer Services
Amazing fragrances, amazing customer service. I had a very minor issue (one of my samples didn't arrive), and Esra responded to my support request within minutes -- and got it solved quickly and easily. Definitely a trustworthy business that I'll continue buying from.
Good evening Jayson, Thank you for taking your time to write us this review. We are thrilled to hear that you had such a positive customer experience with Esra. We will be sure to pass this lovely feedback onto the team! We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us. On behalf of Penhaligon's, we wish you a lovely evening. Warm Regards, Penhaligon's Consumer Services
Leah B dealt with my order, I had a small query and she got back to me immediately. Very helpful and first class service.
Good evening Eve, Thank you for taking your time to write us this review. We are sorry to hear that you had cause to contact us over a recent order. We are thrilled to hear that Leah was helpful, provided a great service and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto the team! We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future. On behalf of Penhaligon's, we wish you a lovely evening. Warm Regards, Penhaligon's Consumer Services
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