I received a damaged product and wrote a complaint email, but didn’t receive any response. So, I left a review about their customer service. Shortly after, I received an email explaining that due to a system error, they hadn’t received my initial email. They promised to send a replacement, which arrived within a few days. To my surprise, along with the new product, there was a handwritten apology letter. I was truly touched by this gesture. It more than made up for my initial disappointment, leaving me with a sense of having received a much greater gift. The company not only upholds a luxurious image but also exudes a warm human touch. I have no worries about this year’s Christmas gifts—I’ll definitely be going with Santa Maria Novella products.