Review Time
great scents and parfumes, no doubt!one of mine was broken and leaking with the lid on.brought it back the the store but didn't have the receipt anymore, o had bought it in Berlin. None of the staff at the store in Stuttgart would accept the return and told me I had to contact customer support or write an email. I called and I wrote an email then got an email to document the leakage via a bunch of fotos (top, bottom, left right and serial #) Then I received an replacement a week later in a huge box and tons of wrapping for a parfum that was 50ml!! what a waste first if all and what a long customer journey to get a refund / replacement. no sorry note no tester no communication. Guess you guys don't need it!
This has been a terrible experience. I would think a high end brand would have better customer service but I was greatly mistaken. Customer service is impossible to reach. Every time I call i get the same automated response “no one is available at this time to take your call. Please leave a detailed message and someone will get back to you.” I am also calling within their designated customer service hours. I have sent emails to them but it takes them longer than the 24-48 hours they say to get back.I would like my refund for the item that has been received by your warehouse for a while now. How and who do I have to contact to get my money back?
Initial email communication started on 11/11/2022 after a faulty item was purchased (home diffuser) spoke over email with a representative, Simon, who was far from helpful. The email exchanges consist of one worded answers which took 24/48 hours to respond each time. I finally asked to speak with a manager and that was in the middle of December and I am still waiting for someone to contact me! I paid £138 for an item that doesn’t work. I have the appalling email exchanges and still want to speak to a manager.
Thanks for the reply, however this doesn’t change much. You confirmed the solid perfume doesn’t last, but the sales assistant reassured me many times it’s a long lasting and unfortunately there was no sample available for the soap perfume. I feel like I’ve been fooled and that’s really unpleasant.
Ordered goods on 8th December, as at 21st December no parcel despite supposed 3-5 day delivery. Keep getting tracking message from DPD that parcel has been returned to France despite the parcel being around 40 miles from me by 20th December. Apparently a customs problem of supposed non payment of duty by Diptyque yet Diptyque say duty has been paid. Getting the runaround between unhelpful messages from DPD and a confused Diptyque. This was to be a Christmas present but doesn’t look like it will make it for Christmas as it seems to be on its way back to Diptyque.22nd December Well, Diptyque Customer Relations have pulled out all the stops now and got a second parcel delivered to me special delivery this morning in time for Christmas just before the postal strike. Thank you Sylvie and Jessie for organising this….now considered 5 star customer service
Unfortunately I'm going back to the store and return the two candles I bought yesterday. Genevrie barely smells when burns and Cypres has no smell at all when burns. Very very very disappointed. Old stock? Faulty stock? Luxury? Let them burn this both candles at their Notting hill shop that's what I say and give me new better smelling product as what Diptique used to be known for.When I usually buy candles from diptique the aroma appears from my flat to the common areas on both floors. It's strong and powerful smell. But yesterday's purchased candeles at Notting Hill shop in London were not smelling as a luxurious product even a small room I had them in didn't smell properly.Yesterday shopping experience was confusing and unglamorous too. Number 34 candle was on display but was not available for purchase as they say run out of stock!. Basil and something else candle which is designed to take a bad smell away was also not available to purchase but was displayed at the store. What's going on? 4 assistants per shop can't organise the flawless experience?Overall experience is negativev so far as the shop took my candles that I burn last night and this morning for about 1.5 hours each (just to give a good trial at home before heading back to their shop) for an investigation to head office.So I have paid lots of money per candel went to buy them, went back to return, was upset all night long with underwhelming experience and they are taking both candles for investigation? Leaving me nice and dry.On the receipt in small print it says no exchanges or refunds after opening the product. What? There is no words about product might be faulty.Luxury product is definitely faulty but the customer's purchase get investigated first! Leaving me seriously upset, disappointed and confused. After spending all that 💰Will update you guys on the outcome of my ordeal with diptique head quarters which they claim will be within a few days and not on the weekend. Well I will take my sweet time to write this weekend reviewers that's for sure.
Without a doubt the best customer service I have ever experienced. First of all I got two travel size(10ml) perfumes with my order as a gift, and I did get complimentary samples of the two perfumes I ordered. Besides that I got a sample of a hand lotion and a body lotion, both smell amazing.I received my order within two days from ordering, i ordered two perfumers as a gift and I wanted to return one of them because it was not really my friends taste. I shipped it with DHL and everything was smooth, but apparently DHL made a mistake and did send the parcel back to me because of a mistake on the label. So I got in touch with customer service again and she just refunded me and said I could keep the perfume when it get send back. In total such a nice experience and so professional customer service! (And amazing perfumes and candles!) 10/10 would recommend and I’m definitely ordering again
Absolutely terrible service! I bought two candles from them, they arrived in gift box with samples but unfortunately I didn’t like the smell so I returned them in the condition I received Them in with the gift boxing and samples within the 28 days as stated on their website I then received a email saying that they have been opened and are in Un-sellable condition and will be returned to me to which I replied saying I did not open them I returned them As they came and I do not wish for them to be returned to me and also I had moved address within this time frame to which they replied saying they are in un-sellable condition and have already been returned to me! It states on their website that they email you to see if you want a partial refund and/or to confirm whether they can be returned! I luckily had a video from when I received them which I forwarded to them and now not receiving any reply. I have been made aware by the new tenant in the property I lived in prior that the candles have arrived to them. Absolute shambles!
I usually buy Diptyque from Space NK, but had heard the online store are generous with samples and so decided to give it a try. I have to say I was a fairly reluctant (UK) buyer from seeing the negative reviews here. My parcel arrived within 3 days (DPD), items each in a cotton drawstring pouch and 3 x boxed 2ml samples. Will definitely buy direct from Diptyque in future!
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