Penhaligon’s has to have the the best customer service of all the companies I’ve bought from. They always go above and beyond. I’ve written a few reviews for them because they are so awesome! To... See more
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Review summary
Based on reviews, created with AI
Based on these reviews
Ordered from the beautiful Penhaligon’s range and used the code Autumn to check out. Unfortunately the free gifts didn’t arrive. I contacted customer service and Justine C was so helpful in resolving... See more
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I bought a product that turned out to be faulty. Not living near a Penhaligons store, it was difficult to return it myself. Emilie K was really helpful in organising a mail return and providing a repl... See more
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I placed an order on line as I'm not lucky enough to live near a store. Quite a few ours later ,I realised I'd made a mistake with my order. I sent a message which was quickly replied to by Tabet... See more
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My family have been coming here for generations. Every time I go to the Wellington Street branch I have a positive and uplifting experience. Yum Yum who offers scent experiences is impressive, profess... See more
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It's so wonderful when you get truly exceptional customer service.this lovely lady Esra was dealing with my query, one item was wrong from the package ,I let them know and Esra took care of it. No b... See more
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The Brighton store consultant was amazing. He was so knowledgeable about the ingredient's and helped me to opt for a scent that matched my personality and skin So important to have expertise in c... See more
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My wife bought me a bottle of dandy for my birthday but unfortunately the spray nozzle was defective, I spoke to Kanval A at penhaligans customer service and have to say the service recieved from... See more
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Placed an order with Penhaligon’s online. Did not realise that when you pay on Apple Pay the email address doesn’t get connected so I didn’t get confirmation contacted Penhaligon’s and dealt with Lei... See more
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Every time we visit the Leeds Victoria Quarter store it’s always a pleasant experience. All the staff are always welcoming, polite, very kind and knowledgeable. Definitely service with a smile. Today... See more
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Following my recent purchase, I had couple of follow up enquiries and Sophie Z from the customer support team helped me via the WhatsApp chat. Sophie was extremely helpful and very quick in handling a... See more
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I recently visited the Penhaligons store in Liverpool and was lucky to be served by Jo. I just want to say that she is an absolute credit to the store. From start to finish her approach was profession... See more
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I had an issue with an order. One of my purchases opened during transit and leaked through the packaging. I contacted Penhaligan’s and Leila l. replied immediately. Leila l. Worked with me and quickly... See more
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Sara A looked after my enquiry after the delivery went astray. It was delivered within a short time after she got onto the case and as a customer service agent she was polite, supportive, and effectiv... See more
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Great customer service! There is a small hiccups for my delivery related to the customized gift service, usually I won’t really make a fuss but it’s about an important personal life event. I... See more
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I had issues with a delivery not arriving that was designated as delivered by FedEx. I received no help from them and only automated replies. Reached out to Penhaligon’s. Sara AL promptly replied a... See more
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My last order arrived but without the complimentary gift that was offered. I emailed Penhaligon's to ask why and got a quick response from Leila I who said she would investigate for me. True to her wo... See more
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Brilliant service as always from the Penhaligon’s Team when adding their latest release, The Cut, to my collection. Special mention to Sara A for her warm and friendly support - much appreciated... See more
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While I’ve enjoyed many Penhaligon’s fragrances over the years, my wife had never quite found one that felt like “hers.” That changed during our visit to the Raffles City store, where we were warmly... See more
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Really friendly staff online helped look into something for me. I have shopped with Penhaligon's for the last 20 years and love the store & products.
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I visited the Bath shop and had the best experience. I walked into the shop and was met by Simon who took me through the history of Penhaligan’s and then proceeded to introduce me to the various perfu... See more
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Had such an amazing experience with penhaligons. Even when there was a slight mishap with my order, the customer support team and Justine were fabulous in swiftly sorting out my issue!
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I explained my situation to Sophia Z, and she surprised me with an excellent solution and gave me one of the best customer experience. Thanks so much for providing such an satisfying service. I really... See more
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I have to say that Penhaligon’s have been consistently five star in every way. I have made contact with Customer Services twice in the last few months for questions and errors on my part, and Tabetha... See more
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Sara A was brilliant, fast and efficiently handled my little problem. The receipt of a small sample perfume together with a proper bottle of perfume arrived broken. Not the fault of the packaging as... See more
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Verified
I ordered a package to be sent to Canada and I noticed a delay as it was being held at UK customs. I reached out and connected with a consumer service rep, Sara A., who promptly looked into the matter... See more
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Yet again another wonderful experience at the Leeds store , I had the pleasure of being served by Oliver who delivered excellent customer service and is very knowledgeable. Thankyou ,Can’t wait to ret... See more
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I always buy Penhaligon's products. This time I had an issue with the webpage, I was not able to personalize a gift for one glitch in their web, apparently. I chatted online and Justine C followed up... See more
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Great shopping experience and customer aftercare. I made a mistake with an order and the team were quick to respond and resolve. Quality service as well as a quality product, as always
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What a fantastic experience. I have use Penhaligon products for many years due to the high quality offerings and exceptional customer service. I recently had a question regarding a perfume, my query w... See more
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Hi, I'm Maurizio and i’m writing from Italy, and the fragrance I'm reviewing is English Fern, Top. Unfortunately, it's currently being re-released as a limited edition in the UK only. I hope to find i... See more
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Excellent. Emilie K was very helpful, pleasant and immediately looked into my query, so much so that everything was resolved very speedily and my delivery arrived the following day. Thank you.
Company replied
I had an issue with one of their products and contacted customer services about it. Dean was extraordinarily helpful, courteous, good humoured and professional sorting it out with attention to detail,... See more
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Had the loveliest experience at the covent garden (market building) store. Greeted so wonderfully by the staff (but not at all pushy or overbearing), then went downstairs and was greeted and looked af... See more
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Tabetha B. was super helpful chatting with me today. She cleared up some information for me and helped me a lot. Definitely made my day!
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Had a problem with a delivery that sara a and leila l sorted quickly and professionally for me tip top service as i would expect from a quality company
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Lovely staff and very piolet, had the honours of talking to Leah B tonight and was very helpful with what I was after. Best house I have experienced!
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Sasha in the covent garden store was so helpful, me and my mum had a brilliant experience
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Justine C has proved to be a great asset to Penhaligon’s. Justine’s replies were prompt, helpful and kind. She did her very best to help out in a friendly and efficient manner. Well done Justine C a... See more
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Great updated support and help from the customer service management team after an initial problem. Professionally and quickly resolved and happy with the updated support. Thank you. Overall a revised... See more
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Esra was so helpful to help me find similar fragrances to a duped perfume I bought. Genuine and quick to respond
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Leah B. Was professional, helpful, friendly, and efficient in handling my inquiry! She responded to me promptly as promised, and facilitated a satisfactory resolution! I always get the best service fr... See more
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I received a damaged item and, initially, the customer service response was unsatisfactory. Then Dean Q reached out and was efficient and extremely responsive in helping me secure a replacement item.... See more
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My service was prompt. They stayed in touch with me throughout the process. Love the brand and their customer service.
Company replied
Esra was a pleasure to speak with, the amount of support and attention was phenomenal and professional. Incredibly pleasant experience.
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Quick response whilst providing help and support!!
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Love the product and the online service is great.
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Siobhan U was extremely helpful when part of my order failed to arrive. They were understanding, kind, and fixed the issue very quickly! Excellent and speedy custom service all around.
Company replied
Company details
Written by the company
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.
Contact info
United Kingdom
- www.penhaligons.com
4.6
Excellent
2K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
Exceptional service from Ben in the…
Exceptional service from Ben in the Stansted Airport concession. He is very personable and knowledgeable about the brand. He ensured that I got the best deal possible by purchasing a gift set & allowed me to sample different fragrances before settling on the best - Halfeti. The fragrances offered by the brand are a cut above the competition and the longevity is unrivalled.
October 11, 2025
Unprompted review
Exceptional customer service
Exceptional customer service - I bought my husband an engraved fragrance for our wedding day but unfortunately scent was defective after some time and no longer smelled the same. I spoke with Sara A who handled my issue via Penhaligon's customer service. All correspondence was very prompt, friendly and polite making the whole process easy and effortless. Thank you for looking after my enquiry Sara!
September 29, 2025
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Great customer service from Emilie K!
Great customer service from Emilie K!
Thank you so much Emilie K for your help and assistance today.
Thank you for your kind speedy and professional manner in which this was resolved.
Your actions and conduct help make Penhaligon’s the luxury brand they are.
October 17, 2025
Unprompted review
Reply from Penhaligon's
Good evening Mrs Worboys,
Thank you for taking your time to write us this review.
We are delighted to hear that Emilie was helpful, professional and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Penhaligon's, we wish you a lovely evening.
Warm Regards,
Penhaligon's Consumer Services
Top Company... I had questions about an order I was…
I had questions about an order I was about to place and LeahB at Penhaligons was so helpful. I would rate her customer service as excellent ! I would not hesitate in recommending this company to anyone who is looking to buy a top quality fragrance.
October 16, 2025
Unprompted review
Reply from Penhaligon's
Good afternoon Bill,
Thank you for taking your time to write us this review.
We are delighted to hear that you had such a positive customer experience with Leah B. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely day.
Warm Regards,
Penhaligon's Consumer Services
Sara A was excellent in dealing with my…
Sara A was excellent in dealing with my questions & replacement, very speedy & always keeping me in the loop of updates etc. thank you Sara A
October 16, 2025
Unprompted review
Reply from Penhaligon's
Good afternoon,
Thank you for taking your time to write us this review.
We are thrilled to hear that you had such a positive customer experience with Sara A. It is wonderful to hear you were kept up to date during your contact. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely day.
Warm Regards,
Penhaligon's Consumer Services
I recently made a few purchases and…
I recently made a few purchases and inadvertently forgot (senior moment) Leah B dealt with all my emails and helped me understand what id ordered and costs etc. there products are amazing and customer service excellent
October 15, 2025
Unprompted review
Reply from Penhaligon's
Good afternoon Claire,
Thank you for taking your time to write us this review.
We are thrilled to hear that you had such a positive customer experience with Leah. It is wonderful to know that she was helpful throughout and provided all relevant information. We will be sure to pass this lovely feedback onto the team!
Thank you for your kind words.
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely day.
Warm Regards,
Penhaligon's Consumer Services
I wanted to change my postcode and…
I wanted to change my postcode and Justine c helped me and solved the issue within 10 minutes thank you so much you were a great help.
October 16, 2025
Unprompted review
Reply from Penhaligon's
Good evening Jack,
Thank you for taking your time to write us this review.
We are delighted to hear that Justine was helpful and quickly managed to amend your postcode for you, we hope you enjoy your lovely order when it arrives. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Penhaligon's, we wish you a lovely evening.
Warm Regards,
Penhaligon's Consumer Services
Leah B was great
Leah B was great. Answered my question so quickly and was super helpful. Would recommend Penhaligon and their products to anyone!
October 15, 2025
Unprompted review
Reply from Penhaligon's
Good evening David,
Thank you for taking your time to write us this review.
We are thrilled to hear that you had such a positive customer experience with Leah and that she managed to quickly answer all your questions to your satisfaction.
We truly appreciate your wonderful comments about your experience with our brand, and we will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely evening.
Warm Regards,
Penhaligon's Consumer Services
Fabulous response to a minor complaint
I had a problem getting a specific item but Penhaligon did everything it could to help me and refunded my postage to apologies for the difficulties.
October 6, 2025
Unprompted review
Reply from Penhaligon's
Good evening Lisa,
Thank you for taking your time to write us this review.
We are sorry to hear that you had cause to contact us over a recent order.
We are delighted to hear that our Consumer Services were helpful and managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon! Please do not hesitate to reach out in future.
On behalf of Penhaligon's, we wish you a lovely evening.
Warm Regards,
Penhaligon's Consumer Services
used twice with same poor result
I have used them twice for the same product.
Each time sent DPD and badly delayed the forst time with a shockingly poor reply from "consumer support"
The latest order I am still.waiting for with lost item.again with the incompetent lot at DPD and a missed birthday gift for the wife which I had to shop for short notice alternative. Again, a curt response and total lack of regard to take on the error or make recompense. A total shock for such a high end outlet that I seemingly happy to have low end courier service on hand.
Sorry, but I'll use John Lewis or Selfriges for such items as they provide a1 services both before and afterwards.
Buyers beware of this if you are in need of expedient postage services from them.
October 15, 2025
Unprompted review
Reply from Penhaligon's
Good afternoon Douras,
Thank you for taking the time to leave us this review.
We are terribly sorry to hear about the experience that you have had so far.
We have looked into this for you and can see that this is part of an ongoing investigation. One of our managers will be reaching out to you privately to assist you further.
We look forward to speaking with you and wish you a lovely rest of your day on behalf of Penhaligon's.
Warm Regards,
Penhaligon's Consumer Services
I had a wonderful experience with…
I had a wonderful experience with Penhaligon’s! Sara A from the consumer service team was incredibly helpful,
October 13, 2025
Unprompted review
Reply from Penhaligon's
Good morning Chinaedu,
Thank you for taking your time to write us this review.
We are thrilled to hear that you had such a positive customer experience with Sara A. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely day.
Warm Regards,
Penhaligon's Consumer Services
Awful customer service and delivery
Ordered perfume as a gift and waited in all weekend for the DPD driver, only to receive emails on both occasions saying they 'missed me'.
Contacted customer service when I had to reschedule delivery 1 week after it should have been delivered and, after the intended recipient was meant to receive it.
Customer service said that I had asked for the delivery to be on hold ( I explained it was through no fault of my own and I was not at home to receive the item now) and wished me to have a lovely day. End of assistance.
Will not be an advocate of the brand again and the lack of understanding from the customer service team is extremely disappointing given the clientele the brand market to.
October 13, 2025
Unprompted review
Reply from Penhaligon's
Good morning Danielle,
Thank you for taking the time to leave us this review.
We are terribly sorry to hear about the experience that you have had so far.
One of our managers will be reaching out to you privately to review your case and assist you further within the next 24 hours. The email address they will contact you on, will be the email address used to place your order.
We look forward to speaking with you and wish you a lovely rest of your day on behalf of Penhaligon's.
Warm Regards,
Penhaligon's Consumer Services
Sara A incredibly helpful
Sara A was incredibly helpful with quick response and even quicker resolution to the problem I had! Would recommend!
October 13, 2025
Unprompted review
Reply from Penhaligon's
Good afternoon, Adam,
Thank you for taking your time to write us this review.
We are sorry to hear that you had cause to contact us but we are delighted to hear that you had a great experience with Sara, and she was able to quickly resolve this for you! We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely rest of your day.
Warm Regards,
Penhaligon's Consumer Services
Customer service
Esra was a pleasure to speak with, the amount of support and attention was phenomenal and professional. Incredibly pleasant experience.
October 9, 2025
Unprompted review
Reply from Penhaligon's
Good morning Alexander,
Thank you for taking your time to write us this review.
We are thrilled to hear that you had such a positive customer experience with Esra. It is wonderful to hear that she was supportive in addressing your concerns. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely day.
Warm Regards,
Penhaligon's Consumer Services
Love the product and the online service…
Love the product and the online service is great.
October 10, 2025
Unprompted review
Reply from Penhaligon's
Dear Caragh,
Thank you for taking your time to write us this review.
We are thrilled to hear that you love your Penhaligon's product and that you had a positive customer experience with our Consumer Services. We will be sure to pass this great feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely weekend.
Warm Regards,
Penhaligon's Consumer Services
Penhaligon’s customer service rocks!
Penhaligon’s has to have the the best customer service of all the companies I’ve bought from. They always go above and beyond. I’ve written a few reviews for them because they are so awesome!
Today Leila was awesome, letting me know about a shipping delay and the resolution.
Highly recommend this company and their products! If you have a chance to visit their stores in the UK do it!!
October 9, 2025
Unprompted review
Reply from Penhaligon's
Good evening Jamie,
Thank you for taking your time to write us this review.
We are sorry to hear that you have a shipping delay with a recent order.
We are thrilled to hear that you had such a positive customer experience with Leila and that she was proactive and managed to resolve things to your satisfaction.
We truly appreciate your wonderful comments about your experience with our brand, and we will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely evening.
Warm Regards,
Penhaligon's Consumer Services
Sasha in the covent garden store was so…
Sasha in the covent garden store was so helpful, me and my mum had a brilliant experience
October 7, 2025
Unprompted review
Reply from Penhaligon's
Good afternoon Francesca,
Thank you for taking your time to write us this review.
We are thrilled to hear that you and your mum such a lovely experience with Sasha at Covent Garden. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely day.
Warm Regards,
Penhaligon's Consumer Services
Really friendly staff online helped…
Really friendly staff online helped look into something for me. I have shopped with Penhaligon's for the last 20 years and love the store & products.
October 7, 2025
Unprompted review
Reply from Penhaligon's
Good afternoon Kelly,
Thank you for taking your time to write us this review.
It is wonderful to hear that you are a loyal customer to Penhaligon's, and we are thrilled to hear that you had such a positive customer experience with us. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely day.
Warm Regards,
Penhaligon's Consumer Services
Ordered from the beautiful Penhaligon’s…
Ordered from the beautiful Penhaligon’s range and used the code Autumn to check out. Unfortunately the free gifts didn’t arrive. I contacted customer service and Justine C was so helpful in resolving the issue. Just the quality service you would expect from a top class brand. Many thanks Justine.
October 6, 2025
Unprompted review
Reply from Penhaligon's
Good evening Mark,
Thank you for taking your time to write us this review.
We are sorry to hear that you had cause to contact us over a recent order.
We are thrilled to hear that you had such a positive customer experience with Justine and that she managed to resolve things to your satisfaction.
We truly appreciate your wonderful comments about your experience with our brand, and we will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely evening.
Warm Regards,
Penhaligon's Consumer Services
Quality service
Had a problem with a delivery that sara a and leila l sorted quickly and professionally for me tip top service as i would expect from a quality company
October 1, 2025
Unprompted review
Reply from Penhaligon's
Good afternoon Alison,
Thank you for taking your time to write us this review.
We are thrilled to hear that you had such a positive customer experience with Sara A & Leila. It is wonderful to know they were able to sort your issue quickly and professionally. We will be sure to pass this lovely feedback onto the team!
We look forward to welcoming you back to shop with us again soon. Should you require any further assistance, please feel free to contact us.
On behalf of Penhaligon's, we wish you a lovely afternoon.
Warm Regards,
Penhaligon's Consumer Services
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