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WORST EXPERIENCE!!My package was not delivered(otw back to them) and customer service dont want to send replacement, all i can do is wait for the package to get back to them and get a refund! Now MY ITEMS ARE OUT OF STOCK! I CAN'T EVEN GET THEM ANYMORE. THIS IS SO NONSENSE, IM SO DISSAPPOINTED
Good evening Christine, 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
I received a bottle of fragrance for Christmas. When opened and sprayed for the first time, I noticed that the atomiser did not stand high enough from the neck of the bottle, and so it sprayed into the neck of the bottle and then dripped out, rather than misting into the air. I am no stranger to Penhaligon's and have always had excellent service in their Leeds store, so expected that this would be a quick and easy fix. Sadly, I could not be helped in store, as the item was bought online, and online customer services said that they also would not help, since the item had been bought over 30 days ago.I again explained that the bottle was full and faulty (with photos to show that atomiser didn't come out fully), and so they begrudgingly said that they would 'request' a return for me, but that it might get rejected because it was used (one spray!) and over 30 days old. So now I'm waiting (for 2 days, so far) to find out if Penhaligon's will accept a return on a faulty bottle ...not what I'd expect from a brand selling ?100-250 bottles of fragrance :/EDIT: The response that Penhaligon's has offered below refers to an internal investigation, which takes up to 28 days, into whether or not they will make good on this faulty bottle. Seriously.
Good morning Lisa, Thank you for taking the time to leave us this review. We are very 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 day on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services
I called regarding a mixup with my order (from my side) that I needed clarification about, I had assistance from the lovely Sophia Z I have nothing but praise to give her. She very was very professional and the customer service she provided was outstanding, she showed she genuinely cared about me as a customer and made sure dealt with my concerns in the best way she could so I was satisfied. I believe credit is given where it’s earned, and she deserves the praise!! Thank you for your help and support I wish you all the best in the future.
Good afternoon, Thank you for taking your time to write us this review. We are over the moon to hear that you received the assistance you needed and that Sophia went above and beyond for you. 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 weekend ahead. Warm Regards,Penhaligon's Consumer Services.
she was very kind and solved my issue
Good afternoon Marina, Thank you for taking your time to write us this review. We are happy to hear that you had a great service and your issue was resolved! 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
I had a small issue with my recent order and reached out to customer service. Sophia Z was incredibly helpful and professional throughout the process. She patiently listened to my concerns and went above and beyond to make things right. I truly appreciate her efficiency and kindness. Excellent service – thank you, Sophia!
Good afternoon, 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 Sophia was helpful, professional 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 day. Warm Regards, Penhaligon's Consumer Services
Tabetha B was very patient and helpful with my inquiry. Thank you!
Good evening Natia, Thank you for taking your time to write us this review. We are delighted to hear that Tabetha was helpful, patient and managed to resolve your enquiry 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
The response was very quick and friendly and answered my question exactly, very impressed with the customer service of this company.
Good morning Bettie, Thank you for taking your time to write us this review. We are happy to hear that you had a great service and your questions were answered quickly! 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 day. Warm Regards, Penhaligon's Consumer Services
Really lovely customer service, both in person in the Bath store and online from April J. I’d lost the email with my voucher code after purchasing a sample set, but I was sent another after a couple of verification emails. They didn’t have to honour that, it was my problem. I’ve now used the discount for one of the scents I want, and will come back for another (currently out of stock) at a later date. Thank you :)
Good evening Lisa, Thank you for taking your time to write us this review. We are delighted to hear that April J was polite, attentive and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto her! 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
Dean was really helpful in addressing my query about not receiving my order confirmation email. He managed to get the order confirmation and order reference sent to me within the same day and also highlighted the issue and reason why I didn’t get it and how to avoid it in the future. Would highly recommend Penhaligons and their customer service as they are amazing!!
Good evening Anzam, 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 Dean was helpful, professional, informative 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
Justine C kindly and efficiently solve my problem. Tanks a lot!
Good afternoon Xinyi, Thank you for taking your time to write us this review. We are very happy to hear that Justine was helpful and offered you a great service. 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 day. Warm Regards, Penhaligon's Consumer Services
