I placed an order with Penhaligon’s for a 30 ml bottle of perfume on the 27th of November, expecting it to arrive within a couple of working days as I was travelling abroad shortly after. Unfortunately, I never received the parcel.According to the tracking information, the order was supposedly delivered ( left in a mailing area in a big apartment block with multiple entrances) on the 1st of December, but nothing ever arrived. I contacted Penhaligon’s immediately to explain the situation, and they told me they would start an investigation, which would take 7–10 working days.Today is the 10th of December, and I have still not received a single update. I’ve had to chase them every day while I’m abroad, and all I’m told is that the investigation is “ongoing.” As a premium brand, I genuinely expected better customer service and clearer communication. It’s only a small 30 ml bottle, but the lack of support has been frustrating and disappointing.At this point, I still have no parcel, no update, and no resolution, and since I’m not even in the UK right now, it’s clear the item is either lost or never delivered to the right building. I simply want my money back. Due to the lack of progress, I will be opening a dispute with my bank.Overall, a very disappointing experience.
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Luxury British perfume house, offering a wide range of luxury fragrances online for women and men, as well as gifts, scented candles and grooming products.
