I received a pricey bottle of perfume as a Christmas gift, but upon opening it, I found that the atomizer was missing. On the 27th, I visited my local store, where they told me there was nothing they could do, despite the product being defective. I had to call a number to arrange for a replacement. Even though they had plenty of empty bottles available for parts, they refused to assist me. After half an hour on hold, I finally spoke to a representative who took my details and promised a response within the hour. Two days later, I received an email stating I needed to send the entire bottle back at my own expense to get a replacement. In the meantime, I managed to use a part from another bottle at home. This simple fix seemed to be beyond the capability of their team. Given that they position themselves as a 'luxury' brand, this was the least helpful and most frustrating service I've ever encountered. I hope they feel embarrassed about this incident; it’s truly disappointing that they can't rectify their mistakes without causing frustration for what could have been a loyal customer.
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Bespoke British Fragrance House. Understated. Unexpected. Always Appreciated.