Hi Akhvinder,
I'm sorry to hear that you were disappointed with your experience.
After receiving your order, I noticed that only the £3.50 personalisation service had been purchased and no bottle had been added to the basket. As this is quite unusual, I contacted you before dispatch to check whether this was intentional. Unfortunately, I didn't receive a response before the order was fulfilled, so the order was dispatched exactly as it had been placed.
When I later learned that you had intended to purchase a bottle, I offered a goodwill solution despite the order not including one.
Customer service is very important to us, which is why I took the extra step of contacting you before dispatch to avoid exactly this situation. I'm genuinely sorry that there was a misunderstanding and wish you all the best.