Review Time
Diptyque is fantastic, they are a bit overpriced but the quality and the fragrances from the cadles are amazing, you don't need to burn the candles for any longer that 2/3 hrs as the fragrance lingers, i love the free samples, who doesn't love a free sample or 2, the delivery is brilliant and the packaging is amazing they package the candles and the freebies in a cotton bag,
Customer service is beyond awful. I had a candle that the glass exploded whilst lit. Incredibly dangerous and they were not interested in helping, suggesting I moved the wick. Then asking for proof of purchase which clearly I did not have as the candle had been bought 6 months before. Really not impressed.
Terrible customer service in all my life I have never experienced such terrible customer service. After spending a fortune on a gift for a friend when they had a promotion we're u get a free candle with every purchase - I never revived my candle I contacted customers service they apologised and said they will send me another gift when that never arrived I contacted them again they told me they had no reference of this conversation happening I then forwarded the email to them they responded by offering me a 2ml sample scent you tell me how that compensates for a 45 gift. I am fed up with emailing them and now have given up on ever receiving this item from them in future if I want to purchase anything from them I will buy it from John lewis only
I’ve ordered from diptyque Paris website on several occasions and they have always been highly efficient in dispatching my orders, and beautifully packaged . Love the free perfume testers you always get with their products. Ah, the products! I can only speak for the candles and room spray and they are truly stunning and sophisticated. There are many high end candle brands out there and I can honestly say that they are head and shoulders above the rest. Such good quality.
Gift for my partner was delivered to wrong address (no idea where as didnt recognise couriers photos). I reported immediately to diptyque. They told me to email evidence and pictures of my house which I did immediately. Didnt hear back after a week so chased up and I got a response asking if I wanted a refund or replacement. By that point the occasion the item was for had passed so I requested a refund. 3 weeks later still no refund. Opened a case on paypal against them which they ignored. Finally got my money back through paypal after about 2 months. Appalling customer service.
I'm a very big diptyque customer. Love their candles. Must have bought about 50 in my life. I usually buy them at Liberty or through other retailers and decided this time I would shop through their own website as they had a promo code offering 2 mini candles when you purchased over £80. I added the promo code to my basket. It worked. Then I received the package at home and no mini candles. I wrote to them, saying they'd forgotten them and they said the promo code wasn't applied to my basket (eye roll). Yeah right, I'm dumb. Sort out your customer service. Will shop through Liberty, they know how to treat their customers.
Terrible customer service.I have owned many many overpriced candles and I know how to burn them and take care of them. However a candle I purchased from Diptyque just would not burn evenly no matter what I did. They refused to believe that it was a faulty candle and tried to blame me for the problem. When I sent photos, they replied saying that “in their experience” there was nothing wrong with the candle... based on a photo !! Will not be purchasing a diptyque product again.
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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