Review of Penhaligons
This is a review for Justine C.I had a very terrible experience with the Penhaligon's online ordering. This was for my wife’s surprise birthday present. I had wanted an engraved perfume bottle with an embossed sleeve. I also ordered gift wrapping with customized message and tag. The order I received was a regular bottle with no engraving and a sleeve with no embossing. Furthermore, there was not gift wrapping with the customized message and tag.Justine helped me correct this issue by having me simultaneously return the order for a full refund and repurchase.I had to try several times to get the Penhaligon's website to show both personalisation on the perfume bottle with embossed sleeves and the customized gift wrapping and tag. The whole experience was very frustrating as I had to use a combination of ordering via my mobile and laptop to get the order just perfect. The second order that came in however was less than perfect again. This time, the perfume bottle was engraved but the sleeve was not embossed and no customized tag with the gift wrapping. It's better than the first order but the amount of time I spent trying to get the order right only to receive partially what I wanted. After this second error, I had given up on trying to get the customized gift message and tag and only wanted to get the embossing on the sleeve. Justine was able to process a replacement for me with the help from Ella L.The two correction Justine helped me with we're free of charge to me. Justine provided very prompt service, understanding the timeline I was working with to get the surprise present for my wife in time for her birthday. I appreciate Justine's (and eventually Ella's) service which made up for the horrible online ordering experience.Word of advice, only use Penhaligon's website to order simple customizations. Otherwise you can find their products much cheaper at Duty Free shops or at your local luxury department stores. Think twice about ordering complicated customizations or at least order way in advance expecting to have the order incorrect.
Good afternoon, Chester, Thank you for taking your time to write us this review. We are dreadfully sorry to hear that you had cause to contact us over a recent order. We are delighted to hear that Justine and Ella managed to resolve things in time for your wifes birthday. 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