I received an expensive bottle of perfume as a gift for Xmas, but when I opened it the atomiser of the bottle (that you press for perfume to come out) was missing. On the 27 the I took it in to my local shop where they said there was nothing they could possibly do, even though the product was defective. I had to call a number to arrange a replacement. Even though they had plenty of empty bottles which they could have taken the atomiser off to give me, they refused to help. I called the number and eventually got through after half an hour on hold. The woman took the details and promised to respond within the hour. Two days later I got an email saying that I had to send them the entire bottle back - at my own expense! - to get a replacement. In the meantime I took a replacement part from another bottle I have at home. The simplest possible fix that was totally beyond the wit or reason of anyone there. To say they are a "luxury" brand this was the least helpful, most incompetent help I've ever had. I hope they're embarrassed by this kind of incident, it's completely pathetic they can't fix their own mistakes without infuriating someone who would have been a loyal customer.
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Bespoke British Fragrance House. Understated. Unexpected. Always Appreciated.