Sunnamusk London - Aldgate Reviews 221

We visited Sunnamusk in Whitechapel to pick out Eid gifts for our parents and parent in-laws, and honestly, the experience was beautiful from start to finish. Asad greeted us so warmly and made us feel comfortable straight away.

He really took the time to listen to the kind of perfume notes we were looking for and carefully guided us through different options without rushing us at all. His knowledge, patience, and genuine care made the whole process feel special rather than overwhelming.

The customer service was brilliant, thoughtful, attentive, and personalised. It was our first time in Whitechapel, and thanks to Asad, it turned into such a lovely and memorable experience. We’ll definitely be coming back!

Great experience in store, wonderful fragrances. Very satisfied with my purchases.

I’m extremely upset and disappointed with the experience I had trying to exchange a gift I purchased for my wife in the Whitechapel branch.

I bought a gift set costing £83.30 as a present for her. Unfortunately, the scent simply wasn’t to her preference. The product was completely untouched, and I wasn’t asking for a refund, only a straightforward exchange for something she would actually like and use.

When we arrived at the store, I explained that I had the receipt with me. The staff didn’t seem interested in checking it and instead encouraged my wife to smell other perfumes. The employee then handed the item that needed to be returned to a colleague to sort out. We spent around 10–15 minutes choosing three items we were happy to exchange it for.

Only after we had picked the replacements did they check the receipt and tell us the system had flagged the purchase as being four days outside the return window. I understand that stores have policies, but the product was unused, we had the receipt, and we were not asking for money back, just a simple exchange.

What made the situation even more frustrating is that it’s currently Ramadan, and we had driven 45 minutes with our two year old son to come to the store.

Yes, I understand that it’s our responsibility to check the receipt and the return window, but sometimes things happen in life. A small gesture of understanding or flexibility would have made a big difference in this situation.

What was most disappointing was the complete lack of empathy or willingness to help. When I asked if I could speak to a manager, I was told the manager would say the same thing, and that was the end of the conversation. I find it hard to believe that a manager wouldn’t at least listen and consider showing a bit more compassion on this occasion.

Instead, we were left with £83.30 worth of perfume that my wife doesn’t even like. Situations like this are exactly where good customer service can turn someone into a loyal, returning customer. Unfortunately, this experience did the opposite.

Bukoor was👌🏼 please add a charity box to ur stores 🙏🏼

I had a great experience at the Whitechapel branch. I had a lot of questions and wanted to smell half of the scents in the store and the employees were very helpful and patient. In the end I ended up purchasing a gift set containing a perfume, oil and a candle. Will definitely return!

Worst customer service!!

Please teach them some manners !! And don’t put grumpy people in the front desk which can kill your business

As Asian (Bengali) brother please show some respect at least as Brother.

For the month of holy Ramadan be humble and kind

Thanks

Hi visiting Sunna musk was a great experience Asad was very helpful and had good knowledge of all thr products

I have bought the Sunnamusk oils for a year or so. They are a thick oil and the smells are stunning but delicate. They last all day. The smell stays on your clothes. They are so worth the price.

I’m happy with the level of customer service I received

Very helpful and kind staff.

Soft Paradise Gift Set ,Really long lasting, amazing fragrance , Wifey loves it, Top Quality !

It’s ok thank u

Great website,always on time for delivery and offer additional discount for happy returning customer's.
Delivered and smelling amazing.
Have a good few bottles on display in my downstairs steam room which friends always comment on.

Great to deal with and lovely perfumes and oils

I like the customer service they are extremely helpful in helping you decide your go to fragrances.

Listen to everyone complaining about the poor customer experience. If you want to refund a sealed unopened product their return process is quite frankly a joke. They are completely breaching consumer law. Apparently you must wait for them to send you a return label which it doesn’t state anywhere in their returns policy and as a result they will reject your return. Sales might be slow but that doesn’t give you a right to decline valid returns.

In response to your reply -

Your policy actually says:

Please send your items to:
Sunnamusk London
Unit 5 Manchester Way
Heathway Industrial Estate
Dagenham
Essex
RM10 8PN
Returns, exchanges and replacements are processed as soon as we receive your items. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. We are not able to reimburse the cost of postage paid to send the goods back to us.

There’s no mention of you providing a pre paid label it says you’ll not reimburse the cost of postage paid to send the goods back to us quite clearly indicating the opposite to providing a label. I also provided you with the tracking number - so there wasn’t a single valid reason to refuse my return and send it back to my address. Extremely poor experience and certainly wouldn’t shop from you again.

Amazing customer service extremely helpful and very fast delivery value for money

Both gentlemen working there were so helpful and friendly.
I bought my favourite Golden Dust original one ( it's been my perfume for about 11 years).
Thank you so much

Perfume Shop Location is good. Stuffs behaviour are good. Price are reasonable.