Review Time
THE BEST CUSTOMER SERVICE I HAVE EVER EXPERIENCED! I emailed one evening regarding some damage to a parcel and by lunchtime the next day I had received an understanding reply from Kris and a resolution to the issue. Top Marks and I wouldn’t hesitate to order direct in the future. Kris is a credit to your team so please pass on this review 😊
Came across this brand whilst working for a lady who was wearing fleur de peau. Such a beautiful scent, purchased for my wife for Christmas and she was blown away. Normally wears Creeds Aventus for her but loves the Dyptyque fragrances. Ordered candles and they smell throughout the whole house. Can we have some scents for Men please. Great products and fast delivery. Looking forward to trying the other scents in the range. Thank you Dyptyque.
Update: The hardline response from Customer Services was that they would not be refunding me the additional postage cost paid, for a next delivery service time-frame they failed to send within. ____________I paid £5.95 for next working day delivery, however it took 5 working days for my order to even be dispatched. Completely missing the agreed upon SLA delivery window. This order was meant to be a gift, however due to Diptyque’s failure to ship the order during the time they had agreed at point of purchase, I was left red faced at the party when I had to explain that I had no gift to give! I’ve been a customer of Diptyque’s for over 10 years, so I reached out to their customer service team to see if there was anything they could do to repair the brand-client relationship, as I have since lost all faith in their e-commerce. Their response was quite abrupt, dismissive and far from a good customer service experience. They didn’t even offer to refund the postage I had paid or offer a complimentary product. Something which several other competitors such as Jo Malone, Frederic Malle, Nest New York and Le Labo would and have done in the past. Terrible experience, I certainly won’t be buying direct from Diptyque directly ever again. Secondary e-commerce companies such as SpaceNK and John Lewis manage to ship next day delivery, why can’t you Diptyque?
I love Diptyque products my most used perfumes. This review is more about the excellent service I received at their pop up store in Brown Thomas Dublin. Dylan restored my faith in customer service. He was so helpful and friendly. On what is a very busy holiday season for retail he took the time to wrap my gift beautifully. He went far and beyond what I was expecting. If only there was a Dylan in every store it would make retail shopping more enjoyable. I hope this store remains in Brown Thomas and I get to shop with Dylan in the future.
If I could give minus staring would attending the Spitalfields branch to purchase some luxury gifts for friends. I was left feeling less important than other shoppers. The staff totally ignored me and targeted the older clientele. I put this down to the cycling wear I had on. Big mistake pengaligons gained my custom, and I purchase 3 x100ml bottles. Staff were extremely dismissive and made me feel I was a ghost!
I ordered 2 candles for £115 and both were faulty! One candle had a sinkhole in it which is an absolute no-go when candle making and the other has wax stains all over the glass. I complaint to customer service and all I received back was a lesson in 7th grade thermodynamics:"Our candles are handmade artisan products. Changes in temperature can cause the wax to shrink in the cold and expand with heat, which can cause it to separate from the glass, leave some wax stains (as on the Café candle) and create the optical illusion of bubbles (as the Jasmin one). These wax stains can be removed, with a cloth soaked in warm water and soap."So they're saying that my 8-year-old niece makes better candles than Diptyque's artisans. Why the hell would anybody pay £60 for candles when Ikea does a better job at quality control?! I've never seen candles being sold with wax stains and sinkholes in stores or even in TJ Maxx! Heck, I've never even seen such defective candles at an handmade candles stand at a flea market or Christmas market. So this is apparently the "high end luxury quality, handmade artisan products" that Diptyque stands for. If you think you buy a better product with Diptyque just check their ingredients. They use the same cheap and harmful ingredients as other £3 candles do. They are also not cruelty free. Save your hard earned money and buy cheaper brands from TJ Maxx instead. Or, buy from your small business/ local shop which also sells "handmade artisan product" with better ingredients, are cruelty free and WITHOUT DEFECTS. Or even better, buy handmade artisan candles from my 8-year-old niece's candle stand.
The worst online shopping experience. I’ve been a customer for over 10 years, seldom shop from their website. I’ve chosen door to door delivery, but the delivery company decided to drop off the parcel 11 mins away in a dodgy part of town that I’ve never stepped foot in. So it’s a 25 mins journey back and forth. These are heavy products and you expect your customers to carry them that far? My building has an intercom and a driveway, I was home all day specifically to receive the parcel. This is the first time this has ever happened, it’s not even in the same postcode, I’m sorry are you paying me to deliver the parcel? When I tried to reach out to their shipping partner, Chronopost, there’s not even an option to contact anyone, the chatbot was in French and they didn’t even bother to send an email to confirmed the delivery date, just a your parcel has been drop off in a different neighbourhood text… please do not order from their website… the client experience was astonishingly bad.UPDATE:Diptyque actually responded quite adequately and promptly BUT they told me “I can now confirm that our transport team has requested another delivery attempt for your order” oh I wish I have your level of confidence Diptyque because clearly your shipping partner has ignored you too! Almost a week later, I’m still staring at the wall with no candles. At this point you’re not just burning money, you’re also burning your time🙃
I had a great experience with their customer service representative Simon in the UK.He was very knowledgeable, he placed an order for me and sent me the link to make payment, everything went smoothly. Sadly, the signature gift box I wanted for the item I purchased was not big enough and they didn’t tell me right away, I had to email Simon to figure out what was wrong, but he was very kind and he sent me a gesture gift to apologise for the inconvenience. Very much appreciated! Lovely service, will definitely use their website again!
I have wonderful experiences with Diptyque UK customer service no matter on order re-arrangement or product replacement. They are efficient and helpful. I am so pleased of Diptyque as I believe the quality of customer service reflects how the company treasures their branding and customers. Thank you Diptyque for such nice products and services.
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