Audrey was incredibly helpful in assisting me to complete my order when I experienced technical difficulties paying with Klarna. She was very patient, kind and thorough, providing me with clear, detai... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have just received my beautiful gifts to myself the Penhaligon Halfeti. Beautiful wrapped and presented. I would just like to mention Justine C & Audrey D their customer service was second to no... See more
Company replied
Justine C was incredibly helpful & replies SO swift. I really appreciated this today. It is rare with most online customer care to receive such awesome service. Please ensure to congratulate Justine... See more
Company replied
I phoned customer service today about a recent order and spoke to Sara AL. She was able to understand and sort my problem out straight away. Within a short time I received an email with a detailed... See more
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
4.7
Excellent
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Arlyse E
Arlyse E. The customer service advisor that I was dealing with was very helpful. I am very happy with the overall service
5 September 2026
Unprompted review
Reply from Penhaligon's
Good morning Rachael,
Thank you for taking your time to write us this review.
We are thrilled to hear that Arlyse was helpful and that she managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto her!
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 day.
Warm Regards,
Penhaligon's Consumer Services
Great
I had a problem in tracking my order. Arlyse E helped me patiently and professionally!
4 September 2026
Unprompted review
Reply from Penhaligon's
Good evening Ling,
Thank you for taking your time to write us this review.
We are sorry to hear that you were unable to track your order.
We are however delighted to hear that Arlyse was helpful and that she managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto her!
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
Above and beyond.
Really impressed with the customer service from Penhaligon’s. I had an issue with one of my products and Kanval A was incredibly helpful throughout the process. Communication was clear and professional, and a replacement was arranged and dispatched without any hassle.
Kanval kept me updated throughout and made the whole experience very easy. Excellent service and exactly what you would expect from a premium brand. Thank you, Kanval!
3 September 2026
Unprompted review
Reply from Penhaligon's
Good Afternoon Ayton
Thank you for taking your time to write us this review.
We are sorry to hear that you had an issue with one of your products in your recent order with us.
We are delighted to hear that Kanval was incredibly helpful and that she managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto her!
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
First class customer service
First class customer service from your team member Kanval A who was very proactive in resolving my query.
2 September 2026
Unprompted review
Reply from Penhaligon's
Good evening Leha,
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 Kanval. 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
I had the most amazing shopping…
I had the most amazing shopping experience in the Brighton Penhaligon’s. I can thoroughly recommend popping into the store if you are passing. I’m obsessed with the Halfiti scent. I now need to own the whole range.
30 August 2026
Unprompted review
Reply from Penhaligon's
Good evening Sara,
Thank you for taking your time to write us this review.
We are thrilled to hear that you had such a positive customer experience at our Brighton store!
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 information or support, please feel free to contact us, we will be happy to help.
On behalf of Penhaligon's, we wish you a lovely evening.
Warm Regards,
Penhaligon's Consumer Services
Great customer service experience
I ordered a number of items, which arrived promptly. Unfortunately, one bottle of the body wash had leaked in transit. I contacted customer service and Esra quickly resolved the issue by sending a replacement within days. He also provided status updates throughout. Rare to find such quality service these days when I find I am increasingly communicating with AI chatbots. Gold star, Esra!
29 August 2026
Unprompted review
Reply from Penhaligon's
Good evening
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 Esra was helpful and that she managed to resolve things to your satisfaction. We will be sure to pass this great feedback onto her!
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
Thankyou Justine C!
Justine C was very helpful and polite, she managed to find out the status of my parcel really easily and kept me completely updated along the way! Thank you so much
1 September 2026
Unprompted review
Reply from Penhaligon's
Good evening Shannon,
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 Justine. 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
I love this brand!
I love this brand!
Quality, style, longevity, choice, and great purchase freebies.. Nothing quite like it!
21 July 2026
Unprompted review
Reply from Penhaligon's
Good evening Ciaran,
Thank you for taking your time to write us this review.
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
Kanval A assisted me with an upsetting…
Kanval A assisted me with an upsetting experience having ordered perfume only to receive it and found the product was taken out of the box. I was left with a very empty box with a small sample inside. I promptly contacted Penhaligon and sent a video and pictures of the experience. It was investigated and promptly got back to me that it will be sent to me again. Thank you Kanval A. I appreciate your assistance.
26 August 2026
Unprompted review
Reply from Penhaligon's
Good evening Tish,
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 Kanval was 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
I had a great experience with Penhaligons
I had a great experience with Penhaligon’s customer service. I contacted them after realizing I had missed a promotion on an order that had already been placed, and Sophia was extremely helpful throughout the process. She took the time to verify my order, submit a request on my behalf, and ultimately arranged for the promotional gifts to be sent separately.
26 August 2026
Unprompted review
Reply from Penhaligon's
Good afternoon Justin,
Thank you for taking your time to write us this review.
We are delighted to hear that Sophia was very 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 day.
Warm Regards,
Penhaligon's Consumer Services
Audrey was incredibly helpful
Audrey was incredibly helpful in assisting me to complete my order when I experienced technical difficulties paying with Klarna. She was very patient, kind and thorough, providing me with clear, detailed instructions on how to change my phone settings to allow pop-ups. Thanks to her help, I was able to complete my order without any further issues. I’m extremely grateful for her time and assistance. Thank you so much, Audrey!
25 August 2026
Unprompted review
Reply from Penhaligon's
Good afternoon,
Thank you for taking your time to write us this review.
We are sorry to hear that you had cause to contact us regarding your recent online experience.
We are however over the moon to hear that you had such a lovely customer experience with Audrey and that you were able to place an order with us successfully. 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 had a query regarding my order and…
I had a query regarding my order and the arrangement payment method. I messaged Penhalogan's help desk and was helped by a very helpful lady with my questions/query. Very helpful and sorted my problem immediately. Thank you so much.
25 August 2026
Unprompted review
Reply from Penhaligon's
Good afternoon Mandy,
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 our Consumer Service team. 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
Outstanding customer service support…
Outstanding customer service support from Sara AL, Couldn’t have asked for a nicer customer support experience and super efficient service from her . From the start she dealt with my query and rectified it in a timely manner, keeping me updated at every opportunity. Penhaligons you have a wonderful customer service representative that deserves recognition, outstanding ⭐️⭐️⭐️⭐️⭐️
Marie x
19 August 2026
Unprompted review
Reply from Penhaligon's
Good afternoon Marie,
Thank you for taking your time to write us this review.
We are delighted to hear that Sara AL was very helpful, efficient and managed to resolve things to your satisfaction in a timely manner. 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 day.
Warm Regards,
Penhaligon's Consumer Services
Justice was very helpful and sorted my…
Justice was very helpful and sorted my issue within just a few minutes.
24 August 2026
Unprompted review
Reply from Penhaligon's
Good evening,
Thank you for taking your time to write us this review.
We are delighted to hear that Justine was 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
Customer support as excellent as their fragrances
After contacting customer support after placing my order I was connected to Dean. Dean helped with my query and more so went above and beyond to help me in receiving a gift box that I’d had trouble locating when placing the order. As this was a wedding gift for my fiancé I was truly thankful for the effort and service from Dean and the Penhaligons team. This experience instils why we use Penhaligons as our choice of fragrance as the experience is always impeccable. Many thanks to Dean and the team.
19 August 2026
Unprompted review
Reply from Penhaligon's
Good afternoon,
Thank you for taking your time to write us this review.
We are sorry to hear that there was an issue with your recent order and its delivery, but we are thrilled to hear that Dean was able to get things resolved 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 and wish you a lovely wedding to come! Please do not hesitate to reach out in future.
On behalf of Penhaligon's, we wish you a lovely day.
Warm Regards,
Penhaligon's Consumer Services
Customer Service
I have just received my beautiful gifts to myself the Penhaligon Halfeti. Beautiful wrapped and presented.
I would just like to mention Justine C & Audrey D their customer service was second to none. So helpful and determined that I received the correct discount code for my first order, the communication was amazing. So thank you to both of you, I really appreciated your help and Audrey making sure I managed to proceed with my order. You went above and beyond. I shall be ordering again.
Thank you so much.
5 August 2026
Unprompted review
Reply from Penhaligon's
Good afternoon Amanda,
Thank you for taking your time to write us this review.
We are sorry to hear that you had cause to contact us regarding your recent online purchase.
We are however over the moon to hear that you had such a lovely customer experience with Justine & Audrey. 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
More than a luxury product; a luxury ‘experience’!
Certainly their fragrances are expensive - but - that’s a choice, as the consumer, to decide whether or not they’re worth purchasing … & if too expensive … nobody is forcing you to pay for them (& therefore the Co. can not be fault-found on that basis).
My review has been ‘earned’ because of customer care. I purchased 2 bottles of men’s fragrance; both with the option to have them engraved. One was sent perfectly - & - the other had a ‘misprint’. Sara was my contact (via WhatsApp) & could not have been more professional, conciliatory, empathetic & proactive in terms of arranging a label to return the faulty bottle plus no less the speed of delivering the replacement.
Would I put my money where my mouth is?
Most certainly; I was hesitant after receiving a faulty item, but now, about to purchase two additional bottles following this impeccable customer service.
21 August 2026
Unprompted review
Reply from Penhaligon's
Good afternoon Alastair,
Thank you for taking your time to write us this review.
We are sorry to hear that you had cause to contact us regarding your recent purchase.
We are however thrilled to hear that you had such a positive customer experience with Sara, who managed to resolve things to your satisfaction. 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
Brilliant customer service
I contacted the team via WhatsApp and had an immediate, helpful response from Justine C.
Will always stay loyal to such a reputable brand for this reason alone!
Thanks so much!
20 August 2026
Unprompted review
Reply from Penhaligon's
Good evening Nee Seh,
Thank you for taking your time to write us this review.
We are so happy to hear that you had a positive customer experience with Justine. 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! Please do not hesitate to reach out in future.
On behalf of Penhaligon's, we wish you a lovely rest of yoru evening.
Warm Regards,
Penhaligon's Consumer Services
I had an issue with an order I placed…
I had an issue with an order I placed online which was entirely my fault. Dean Q very kindly sorted it for me and responded very quickly to my emails.
Very pleased with the help received.
19 August 2026
Unprompted review
Reply from Penhaligon's
Good evening,
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 Dean was 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
Penhaligon's customer support
Esra and Leah were very helpful in resolving my product quality issue and were able to obtain a very satisfactory resolution.
14 August 2026
Unprompted review
Reply from Penhaligon's
Good evening,
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 and Leah. 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
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