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Review Time
Exceptional customer service. My order arrived quickly, and when I reached out to Customer Support with a question I received a prompt and considerate reply. Ella L. is the best! I will definitely be purchasing through the Penhaligon's website again.
Good evening Olivia, 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 Ella. 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
I’d like to thank the agent Shannon C for her professional service in helping me retrieve my promotional gift items. She followed up my case and always kept me posted.
Good evening Rita, Thank you for taking your time to write us this review. We are delighted to hear that Shannon was professional, efficient and kept you informed while she resolved your case. 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 most fantastic customer service. I had an issue with a bottle of perfume and Sara A ensured that my issue was resolved very easily. She kept me updated throughout the whole process, without me asking and made it very clear from the outset that she wanted me to have a positive experience. What a credit to Penhaligons you are Sara A. I can’t wait to purchase my next bottle!
Good evening Tatia, 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 Sara. 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
Abysmal customer service. Gift ordered at weekend for next day delivery, so expected order to be picked Monday delivered Tuesday - nope! The website lets you pay for priority service, but if you do it on the weekend they won't honour this and just give you standard service.DPD then get their hands on it spend two days getting it to a depot, then for some reason decide to send it back to penhaligons. No details - no updates from DPD for two weeks.Penhaligons refusing to refund because DPD haven't yet returned the parcel that DPD have obviously lost.Think it's acceptable to keep my money for weeks on end ( refunds take another 2 weeks to process) for undelivered goods. Customer service stuck in 'computer says no' territory. Having to initiate a chargeback**In response to their reply 16th Dec. They refunded my shipping costs but not the product. As of 10th January with more delays and meaningless replies I have indeed had to initiate a chargeback
Good afternoon Sean, Thank you for taking the time to update your review. We are terribly sorry to hear that your refund is not with you as yet. We will be investigating this issue, and will reach out to you privately within the next 48 hours with an update. 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
Absolutely useless, don’t answer the phone, don’t dispatch when they say they will, don’t confirm when you have paid your order, don’t advise of your dispatch then when they say you’ll get your item it doesn’t arrive. Hopeless, stick to Boots, you’ll get a better service don’t waste your hard earned money on a poor service particularly given the price of their items!
Good evening Law, 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 recently placed an order with Penhaligon's but ran into a small issue—the code for a free gift didn’t work. I reached out to customer service and was helped by Dean, who was absolutely brilliant. He responded quickly, understood the problem right away, and resolved it without any hassle. It’s rare to find such efficient and genuinely helpful customer service these days. Thanks again, Dean—your support made the whole experience smooth and enjoyable!
Good evening Tuan, 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 delighted to hear that Dean was helpful, understanding 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
Sara A was absolutely amazing, very professional ant truly care about my case. She gave me updates in every step of my return. I’m really happy with the interaction with Sara A. Company have an amazing customer service.Thank you
Good afternoon Scarlett,Thank you for taking your time to write us this review. We are absolutely thrilled to hear how helpful, professional and genuine Sara A has been with you. We will make sure to share this lovely feedback with 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 weekend ahead! Warm Regards, Penhaligon's Consumer Services
Tabetha B provided excellent customer service and issue resolved immediately.
Good Afternoon Johnathan, 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 Tabetha. 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
Leila was excellent caring and helped me with my query professionally
Good evening Gurkhpal,Thank you for taking your time to write us this review. We are delighted to hear that Leila 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 evening. Warm Regards, Penhaligon's Consumer Services
This is my first time ordering (order number PEN-US-38025401) with this company. I ordered three bottles of colognes and before even received it, the package was dropped by UPS and all broken. I called to have the package replaced, but the representative told me that I would have to make a video, then submitted it via email and a bunch of other things they required. It is extremely hassles and cumbersome to do their asks in order to get replacement or refund. I don't have time for this, so I called customer service and someone answered but seems like she was working from home with baby crying in the background then I had to call back because I couldn't hear what she saying. called back spoke to this man which he listened then hung up the phone on me. I called back and it was him again answered the call, and he said he will send a shipping label to return the box full of broken glass. Until now I received no return label and now I'm left with a box of broken bottles without refund. The reviews here are fake, how could they said excellent customer service when 4 people I spoke with all terrible? they will not help you when the order goes wrong. in this case, it was not my fault, it was damaged before I even received it. I will never buy again from this company.
Good morning Kenneth, 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.A member of our management team will be in touch with you directly within the next 24 hours. Wishing you a lovely rest of your day on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services
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