2/3/23 RE ORDER NUMBER ONEAlthough I had a horrible first delivery (my packages were stolen)! I was still able to gift a picture of the parfum on V-Day. I then learned I bought the edp not the edt that s/o likes. I asked customer service if it’s safe to say I can place another order while UPS is doing its investigation. I was advised to wait the 10 days in case the package arrives (again, if it does show up, i need to return the edp anyway). I went ahead and placed the order because it does take a decent amount of time for the order to be delivered. It was already late. I couldn’t just expect a picture of an item to suffice as the actual item! After I placed the new order with the edt; I got an email asking for a review of the customer service I was provided with the issue of the stolen/lost package… I didn’t know it was going to close the issue on the previous order!!? I emailed them back and let them know, but I haven’t heard anything back again. Although they do reply, it isnt as prompt as one would expect (the website shows that customer service is at our disposal), and given this company is supposed luxury brand, I was expecting better customer service. This hasn’t happened to me before, but it certainly has given me a ton of anxiety i wasn’t expecting. I guess my best advice would be to just go into a store that carries Diptyque and do an in person transaction if possible. Otherwise, make sure you can sign for package so you don’t have to live the nightmare I’m currently going through… or simply make sure you’re home when it’s on the way. Don’t come home 3 hours AFTER it’s been delivered… because if it’s not there… You’re going to pay for that order AND another order you have place to get the items you wanted. Stuff happens, I guess I just expected more helpfulness. My s/o loves this brand; and I haven’t disliked any scents made by them that I have tried. I suppose at this point, I’m just frustrated by the delay in getting a reply from the company.UPDATE 2/22/23- FINALLY got a reply from Diptyque. UPS finished the investigation and it shows it was delivered- they advised I submit my own claim with UPS. I tried, it wouldn’t let me submit as a claim has already been processed AND FOR ME TO CONTACT THE SHIPPER FOR MORE INFO. I SENT A HAIL MARY BBB COMPLAINT but if that fails, I suppose I will just go through my credit card company as they suggested. I hope a charge back isn’t the goal of their customer service? I just don’t get it.I also find it amusing that the company has responded to other complaints today, and one placed 3 days ago, but has yet to even care to acknowledge this. IMAGINE THAT IN EMAILS!!!!Update 2/24/23… my response from their team: “ I do recommend contacting UPS directly as the receiver to dispute the claim (as UPS has concluded the claims that was initiated through our UPS account) or contacting your bank. Unfortunately, we are limited in assistance due to the claims conclusion. Kind regards,NikkiCustomer Care Advisordiptyque Concierge” That wasn’t much more help than the last email. I have contacted my credit card company to help with this issue.ORDER NUMBER TWO: UPDATE: 3/24. About a different order, I ordered a bottle of Philosykos edt, I got it. The tube was too short and didn’t reach the bottom of the bottle (because if it doesnt reach the bottom, I am unable to use it all), I exchanged the item (thankfully I kept on top of it as I see it only moved along when I pushed it). I finally got my replacement!!!!! I opened it and to my disappointment the tube was again short!!!! Why?!? I emailed customer support and was told that it is normal… okay, if it was normal, why was my exchange accepted to begin with? Also, why do I see bottles on line everywhere where the tube does in fact reach the bottom? I also see some with short tubes. This seems to be a quality control issue at this point. For this price point, consistency would be nice. Since I’m being told it’s “normal”, I’m stuck with a bottle that I won’t fully be able to use… so why did I buy this much? Idk.. I thought I’d be able to use it all… I thought wrong!! PLEASE FIX THIS ISSUE IN YOUR QUALITY CONTROL DEPARTMENT!!!
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