[Imbroke101]

Yep, it's not very believable especially with all the packaging bottles usually come in, but what can they say? They can't prove it wasn't broken in shipment so they have no choice but to refund you. I've done quite a few smashed bottles, although I am in the UK, but I've never received push back. I don't think the reps are really studying the bottle and thinking how likely the bottle could be smashed during shipment, they just refund you.

I dont think there is a live support chat button on the website so i sent them an email, how long does it take on average for the reps to respond back? I have also filled the cologne bottle with water so i can smash it and say it leaked

No idea since I'm on the other side of the world with different stores but I usually get responses within 24 hours. If I send an email in the morning/mid day, when I wake up they will usually have responded to my email. It could take up to 2/3 days though. However long it takes, you can't make it go quicker so just be patient. Good luck

You tried any new stores recently in uk?