Review of Penhaligons
Having used a fragrance in the past (bought from the Jermyn St and Covent Garden shops) I ordered online. The first bottle was not right - nothing like the fragrance I had before. When I contacted Penhaligon's, they said I had waited too long after delivery (even though I hadn't opened it) and they refused to replace it.Gave it a try a year or so later and the same problem - a very expensive 100ml EDT that smelt 'wrong' and had no staying power. As I opened it immediately after receiving it, they did exchange it - although a lot of effort required by me - photos, bar codes, order numbers, batch codes etc. even though they had sent the online order to me, so had all that info. It took a month and I got a replacement, which was still not right - so I asked to return it and be refunded. To be fair, this was dealt with much quicker and I was emailed yesterday to say my refund had been processed, so the funds should be back on my card soon, I hope.The one star is because they refused to replace the first faulty product, the amount of time and effort required by me to get a replacement for a second faulty EDT and - slightly more sinister - I left a one star review on the product, because I have had three faulty bottles, on the Penhaligon's web site a few days ago and it has not appeared. Only 5* reviews on there - all quite old and 60% of them posted by Penhaligon's staff.
Good evening Elizabeth, Thank you for taking the time to leave us this review. We are terribly sorry to hear about the experience that you have had with one of our fragrances, We have looked into this for you and can see that this case has been concluded with a full refund. Please be assured that your feedback is appreciated and will be used as part of our ongoing effort to improve our products, service, and processes. Please don't hesitate to reach out to us in the future, we are always happy to be of assistance. Wishing you a lovely weekend on behalf of Penhaligon's. Warm Regards, Penhaligon's Consumer Services