Review Time
I am absolutely satisfied with the customer care. They respond quickly and are very helpful and very kind. In my opinion thats how a customer care should be. Thank you (especially to Simon).(The delivery with DPD was not that good, but this is not their fault :-))
My order was shipped to the wrong address and I cannot reach anyone to have this fixed. Customer service literally does not exist at this company. No one answers the phone, their live chat does not work, and no one returns emails. I am writing this review here to see if someone from Diptyque customer service responds to me because they won’t do it through the channels listed on their website, but seem to respond to all their horrible reviews. That tells you what kind of company they are. I am also writing to let people know not to spend their hard earned $ at Diptyque. Ridiculous and absolutely atrocious customer service from their online US store.
I have not received my birthday email saying that I can have a free mini candle. I have sent 2 emails and made 1 telephone call still no success. Am just told that they are automatically emailed but I have checked my spam folder. Then I was told to just go into a store and claim one - very poor Diptyque I have spent a lot of money with them. I have now had a nice email from Jessie much more helpful than Simon and she is going to arrange for a mini candle to be sent out to me.
This afternoon I visited Diptyque on Marylebone High Road and was greeted by a pleasant gentleman from security and two friendly staff members.Rachel was extremely welcoming, helpful and knowledgeable about the products instore. She introduced to a luxurious selection of shower gels paired with lotions and perfumes. She went above and beyond in introducing me to what I was looking for and even offered to have my purchase gift wrapped (along with some samples). I look forward to shopping with the wonderful team again!
I’ve been a loyal customer to diptyque and make purchases almost every 1/2 months online and in store. This year I didn’t receive any birthday offer, which they’ll give you a free candle when you make any purchases. So I emailed the customer service team and the guy I’ve spoken with is named Simon. It’s not very helpful at all to speak with him. Instead of apologizing for the inconvenience caused, he kept asking if it’s because my own fault (change account/ email being archived to spam). He didn’t explain why I was missed out by their system and instead he just pushed me to make an online order and he said he can add the free candle to the online order. I explained to him that I was given the option to utilize the offer in store last year (and attached the email I got last year) and mentioned that I’d prefer to make a purchase in store given the delivery often take ages. He refused to make this possible for me and just wanted to close off the case by saying it’s my problem that I couldn’t receive the offer email.
Definitely not a 'luxury brand' customer experience.Spent nearly £300 on a candle which has been the worst quality candle I have ever purchased. Pleasant smell but burns black every use.Contacted 'customer service' who were unapologetic and not at all helpful. Customer service at this company is non existent. Products are poor quality in comparison to others at a much lower price point.Reading other reviews, I'm not alone.This company hasn't had a good review in weeks!! This purchase was a costly mistake, which I won't repeat!
I bought their electric diffuser and received delivery prompty just 3 days afterwards. The item came so beautifully packaged (it's a shame to get rid of the box!) and extremely well protectedThis came from France, so I was impressed with the speed and condition of the delivery.The diffuser is excellent. The scent refills cost a fraction of their huge (2kg) candles but have the same power and fill my entire kitchen space (around 50 square metres) with beautiful scent. And it can be switched on/off easily to avoid wasting the scent when I don't need it on.I really recommend the product and service - thank you!
2/3/23 RE ORDER NUMBER ONEAlthough I had a horrible first delivery (my packages were stolen)! I was still able to gift a picture of the parfum on V-Day. I then learned I bought the edp not the edt that s/o likes. I asked customer service if it’s safe to say I can place another order while UPS is doing its investigation. I was advised to wait the 10 days in case the package arrives (again, if it does show up, i need to return the edp anyway). I went ahead and placed the order because it does take a decent amount of time for the order to be delivered. It was already late. I couldn’t just expect a picture of an item to suffice as the actual item! After I placed the new order with the edt; I got an email asking for a review of the customer service I was provided with the issue of the stolen/lost package… I didn’t know it was going to close the issue on the previous order!!? I emailed them back and let them know, but I haven’t heard anything back again. Although they do reply, it isnt as prompt as one would expect (the website shows that customer service is at our disposal), and given this company is supposed luxury brand, I was expecting better customer service. This hasn’t happened to me before, but it certainly has given me a ton of anxiety i wasn’t expecting. I guess my best advice would be to just go into a store that carries Diptyque and do an in person transaction if possible. Otherwise, make sure you can sign for package so you don’t have to live the nightmare I’m currently going through… or simply make sure you’re home when it’s on the way. Don’t come home 3 hours AFTER it’s been delivered… because if it’s not there… You’re going to pay for that order AND another order you have place to get the items you wanted. Stuff happens, I guess I just expected more helpfulness. My s/o loves this brand; and I haven’t disliked any scents made by them that I have tried. I suppose at this point, I’m just frustrated by the delay in getting a reply from the company.UPDATE 2/22/23- FINALLY got a reply from Diptyque. UPS finished the investigation and it shows it was delivered- they advised I submit my own claim with UPS. I tried, it wouldn’t let me submit as a claim has already been processed AND FOR ME TO CONTACT THE SHIPPER FOR MORE INFO. I SENT A HAIL MARY BBB COMPLAINT but if that fails, I suppose I will just go through my credit card company as they suggested. I hope a charge back isn’t the goal of their customer service? I just don’t get it.I also find it amusing that the company has responded to other complaints today, and one placed 3 days ago, but has yet to even care to acknowledge this. IMAGINE THAT IN EMAILS!!!!Update 2/24/23… my response from their team: “ I do recommend contacting UPS directly as the receiver to dispute the claim (as UPS has concluded the claims that was initiated through our UPS account) or contacting your bank. Unfortunately, we are limited in assistance due to the claims conclusion. Kind regards,NikkiCustomer Care Advisordiptyque Concierge” That wasn’t much more help than the last email. I have contacted my credit card company to help with this issue.ORDER NUMBER TWO: UPDATE: 3/24. About a different order, I ordered a bottle of Philosykos edt, I got it. The tube was too short and didn’t reach the bottom of the bottle (because if it doesnt reach the bottom, I am unable to use it all), I exchanged the item (thankfully I kept on top of it as I see it only moved along when I pushed it). I finally got my replacement!!!!! I opened it and to my disappointment the tube was again short!!!! Why?!? I emailed customer support and was told that it is normal… okay, if it was normal, why was my exchange accepted to begin with? Also, why do I see bottles on line everywhere where the tube does in fact reach the bottom? I also see some with short tubes. This seems to be a quality control issue at this point. For this price point, consistency would be nice. Since I’m being told it’s “normal”, I’m stuck with a bottle that I won’t fully be able to use… so why did I buy this much? Idk.. I thought I’d be able to use it all… I thought wrong!! PLEASE FIX THIS ISSUE IN YOUR QUALITY CONTROL DEPARTMENT!!!
Wow, very disappointed after a very near household fire with absolutely no response from them. History of emails...To Whom it may concern,I had a power outage tonight and as usual lit some candles. But I had an issue with one of yours. I saw the flickering from my bedroom to bathroom thinking it was normalbut then started to smell burning so I went to have a look. I found the candle burning out of control with a big black mark on the wall. I promptly blew it out and then went to wash my face, once finished I turned and saw the candle had reignited and was burning even more profusely profusely…with full flame. I blew again a bit harder this time to ensure it went out but I had hot wax splash all over the one side of my face, this was a huge shock and incredibly painful. Made harder by the fact that I was using candlelight to see with no power/This came after reassuring a client that candles in glass containers were very safe, I have burns on my face and a black burn mark on my wall as well as the burned candle container.I don’t know how to begin to address this issue but suffice to say I am very disconcerted about it and not happy. Being splashed by molten wax in the face while trying to put out an out of control candle I deemed to be safe is not what I was expecting from any candle let alone from Diptique.I have pictures of the wall, candle and burn marks should you need them. Please advise how we can resolve this?I await your response.Hello,This has now been longer than 24-48 hours and have not had a response regarding the unfortunate and dangerous incident that occurred on Tuesday. Reattached mail below.I have included a couple of pictures of the burned wall and candle. I have subsequently tried to clean the wall but it is not possible. It is burned, not merely blacked by smoke.The fact that the candle somehow managed to relight itself after I blew it out is indicative of just how hot it was. I have not yet attached a picture of the burn splashes on my face but have that if needed. This was not a good experience at all, I should have heard back from you by now. I would like to have this addressed and find a resolution.
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