Review Time
Appalling customer service! Received my online order with missing items and despite sending photos and responding to numerous emails as requested still refusing to send the missing item or refund my money. Would never order from them again, very disappointing.
I recently experienced an issue with the delivery of my parcel, with Christmas on the horizon this was very distressing. When ‘trying’ to speak with DPD I couldn’t get anywhere and thought all was lost. However, I reached out to the Penhaligons customer services team and was greeted by Dean. He was professional, friendly, reassuring and above all exceptional. Thanks to Dean I have now received my parcel and my mind is now at ease!
Penhaligon's has always been excellent quality and is staffed with very knowledgable experts (quick shout out to the Bath branch who are adept at finding the exact scent you didn't know was perfect for you). Recently I had a small issue with a missing item from an online order and when I contacted Penhaligon's I had a very quick response from Dean Q in their CS team. He was polite, quick in working out the cause of the issue, and then resolving it, and kept me up to date regularly. A fantastic level of service from an exceptional company.
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.
I would like to thank Justine and Sidika from Customer Service for their wonderful assistance. They were extremely kind and helpful when my Penhaligon’s order was delivered to the wrong address. Their support made the whole situation much easier, and I truly appreciate their professionalism and friendly attitude.Thank you!Liliana Enescu
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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.
