Review Time
I ordered a candle on the 7th January. In the invoice it says: "Due to our Brexit preparations and the closure of our warehouse from 30, December, 2020 to 10, January 2021, all orders placed during this period will be shipped starting 11, January 2021." 11.01.21 rolls around and no shipping confirmation has come. Fine, it's just Brexit, right? Then TEN DAYS LATER (21st) the shipping confirmation comes. Bear in mind, there are no tracking details whatsoever. I'm told that Royal Mail will pick it up when it reaches the UK. Then I get an email on the 29th, five days after they said they'd sent it, saying that they've sent it today. Why tell me you've sent it when you haven't sent it? The tracking details on this email provide no information whatsoever and the link to Royal Mail doesn't work. I now do not know where the package is. All it says is 'job booked into Royal Mail'. Great, that tells me nothing. I have yet to receive the package I ordered 16 working days ago.
The other bad reviews are unfortunately correct; I cancelled my order (even before it was dispatched) and requested a refund. Despite having to chase the progress of my refund twice and being advised that it was being processed (by Viktoria and Charlotte) I have received absolutely nothing and wish I had never placed an order with them.
Worst customer service I have ever experienced!I tried to contact Diptyque several times for the same issue. However, I have not received any reply yet. My first e-mail was sent 4 weeks ago.Cannot recommend to order directly with Diptyque. Especially, within this price segment, the non-existing service is unacceptable.
This is the second bad review I've had to give Diptyque. After ordering a month ago and hearing nothing, I cancelled my order and asked for a refund. I did this by phone and by email, and I received email confirmation from Frédérique that the refund would be processed. Frédérique lied, just like the rest of the customer service team. Today I received shipping confirmation and an invoice from Chronopost, and now I'm having to call the customer service line again to shout at them.
Customer service is just terrible. Diptyque doesn’t want their customers to be pleased with their purchase, they just want the money. I am very disappointed and I will never buy again from the brand. I want to return my purchase but apparently I can’t. Whereas all of the online shops have the instructions how to return products on the website, diptyque wants you to contact their customer service to which they simply don’t respond. I sent an email 5 days ago and there is no response (even though they should responde in Max 2 working days). I thought that this is a luxurious brand but I see that is not.
Awful customer service, lazy and useless.I ordered a candle, and waited days after they had taken my money, still no dispatch email. I rang and asked for a refund as it wasn't going to arrive in time which the operator told me she would have to request after the order cancellation, no email confirming cancellation or refund and no word from them at all about an update.Still waiting. Totally awful service.
I ordered a candle on 18 November but have not received it. I have emailed the company five times, and other than the standard automated reply on one occasion I have not heard back. They have taken my money and not given me my order. I will never use this company again. I wish I could give them zero stars.
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