⭐ 1 Star
⭐ 1 Star — Extremely Disappointing Experience I honestly don’t understand how a fragrance company can handle a customer’s order this poorly. My order was delayed, not shipped on time, and then mishandled after I had already been inconvenienced by the delay. I was told that a complimentary product would be included to make up for the problems with my order. Instead, when my package finally arrived, the complimentary product wasn’t even included. So after delaying my order, failing to get it shipped when promised, and creating an unnecessary back-and-forth, the company still couldn’t follow through on something they themselves said they would provide. That’s not a minor mistake—that’s terrible customer service and poor attention to detail. Mistakes happen in business. What separates a good company from a bad one is how they take responsibility and make things right. In this case, the entire experience felt like I had to pay the price for the company’s mistakes while they couldn’t even deliver on their own promised resolution. For a fragrance company that presumably wants customers to trust them with repeat purchases, this is a horrible way to do business. Delayed orders, poor follow-through, and failing to include a promised complimentary product are not acceptable customer service. I expected better from Penrose. Based on this experience, I would think twice before ordering from them again.