The wick of my candle was buried in wax so wouldn’t hold a flame. I sent videos and photos. Customer service team, very bizarrely, wanted the candle sent back to them, initially wanted me to pay for postage (!) and then agreed to arrange collection themselves but I had to purchase packaging etc. Seemed to me as though I would send the candle and then never hear from them again, the customer service responses were very slow. I also didn’t want to shell out for packing for their faulty candle.My partner scratched out a tonne of wax and we got the candle going in the end, but that’s not the experience you want for a £70 candle. Poor candle quality.Poor customer experience. I wouldn’t rush to buy diptyque again when the choice of high end candles is so good.
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