In all my (many) years of buying things online, I've never experienced such rudeness and incompetence from a brand. It's staggering. • Refusing to give a refund for a clearly broken product. • Demanding a faulty product get mailed to them during peak lock down. On April 21st 2020, I bought a gift for my partner from Diptyque online. Once the packaging was opened, it was clear something was very wrong with the 'Essential Cream for the face' I'd ordered. The container did not screw on completely, the exposed screwing teeth of the lid were jagged (and actually very sharp – both my partner and I got nicks on our hands trying to open and close it) and there were weird dents along the rim of the lid. I emailed them on 01 May 2020, with a clear breakdown and photo, and got this response: "We are sorry to hear that you have a problem with your piece. Further to your inquiry, our Quality Department would like examine the container of your cream. To do so, we will send you a prepaid return label."I thought this was a little off – as both the UK and France were in lockdown. Were Diptyque really instructing me to go to the post office during the pandemic? I flagged this with them and received this: "Further to your request, we perfectly understand your concern, however the diptyque Quality Department is situated in France.Therefore it is necessary that the piece be sent back there in order to be tested.Please be assured that we will be able to offer you a replacement or a refund if the piece is defective."So Dyptique were basically saying – we don't care if it puts your health at risk, to get any compensation for our faulty product, you need to do what we tell you to.When it was safer to do so, I did send back the broken container as requested. On the 15th of June I received this:“Further to your inquiry, we kindly inform you that our quality department has received your Essential Cream For The Face. Unfortunately, this one is empty. Would you like us to return to you the jar?”I couldn’t believe what I was reading. They’d asked for the container of the cream, I’d sent it. The container didn’t even close properly so if I’d sent it with the cream inside, it would have spilled everywhere. I explained all this via email. This was their response: “Further to your inquiry, we have well received your Container wich [SIC] was totally empty. Due to that cause we are not able to replace it or proceed to its refund.We sincerely hope this message will give you all the answers you were expecting.”No, it did not “give me all the answers” I was expecting, Dyptique. So be warned – I’m not sure if Dyptique are being facetious or are knowingly trying to reduce refunds / returns using this type of gas lighting logic, but it’s clear they do not have their customers best interests in mind.
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