Steven B.
Yelp
Although Xinu promises bespoke scents peddled in a luxury setting, quality control is spotty, so BUYER BEWARE.
In June 2024, I bought a $240 USD full-size bottle of their Aguamadera perfume at their Polanco location while on a vacation to Mexico City. My experience in-store was delightful; however, that's where the positives end. Due to the high cost of the bottle of perfume, and in acknowledgement of its fragile state, I carried it back to my hotel, put it in my carry-on luggage, and gingerly cared for the package through the airport and on the car ride home. When I opened the pristine-condition box, I not only found some inconsistencies with the inner packaging (e.g., the ingredients listed for Aguamadera were accompanied by the botanical names and images of ingredients from their Monstera perfume), but TWO *cracks* in the bottle, one small and one so large that it nearly reached the liquid contents. I emailed their customer service team with photos and videos to see whether I could mail back the damaged bottle for an intact one, and was told that I would need to *FLY BACK TO MEXICO CITY* with the bottle and packaging in hand and visit the Polanco store to determine whether or not my product qualified for an exchange. I sent them an email explaining the infeasibility of this proposal, but they rigidly stuck to their demands. It cost me over $800 USD and 14 hours round trip to fly from Seattle to Mexico City and back the first time around--an unreasonable request from their team for me to repeat this journey to resolve this issue. I followed up with their team, but received only radio silence in response.
It's only a matter of time until the crack expands and the bottle breaks for good. I'd caution anyone who makes an in-store purchase to open the product before you leave it and inspect it VERY carefully. It's strange...one would expect so much better from a luxury brand that claims--but fails miserably--to put so much effort into the customer experience from start to finish. I'll never return to this shop, nor buy anything from them online in future.