Review Time
I initially posted a bad review but their customer service offered to refund or reship the product the next day, and I asked for a re-shipment (because their fragrances really are amazing.) They processed it immediately, and I have received my product (2-1/2 weeks from date of original order) so I have amended my review. However I would still recommend that they change their shipping provider since it seems that a lot of people have delivery issues. Original review: I ordered an item priced over €100 euros as a gift for delivery to Ireland. Two weeks later, the item still didn’t arrive and can’t be tracked with their system. I contacted their customer service, and their response was they will “investigate,” but then they don’t give me any updates so I have to initiate contact each time. After trying for several days to get answers I asked for a refund or reshipment and the guy says it will take them a month to “investigate.” This was a birthday gift that is already a week late and it was a splurge so I don’t have another 100 to spend on buying something else. Wow! They really have terrible customer service and unreliable shipping. I didn’t check trustpilot before ordering, thinking they were a reputable company. Their products are “luxury” and I would probably still buy them in store (even though this has soured me substatially). But their online shop feels like a scam because of their bad shipping partner. Would not use them again.
The wick of my candle was buried in wax so wouldn’t hold a flame. I sent videos and photos. Customer service team, very bizarrely, wanted the candle sent back to them, initially wanted me to pay for postage (!) and then agreed to arrange collection themselves but I had to purchase packaging etc. Seemed to me as though I would send the candle and then never hear from them again, the customer service responses were very slow. I also didn’t want to shell out for packing for their faulty candle.My partner scratched out a tonne of wax and we got the candle going in the end, but that’s not the experience you want for a £70 candle. Poor candle quality.Poor customer experience. I wouldn’t rush to buy diptyque again when the choice of high end candles is so good.
Returned a bottle of Diptyque - "Tempo" which I bought sealed & boxed online with all official documentation and smelled unpleasant to Diptyque which they tested then returned to me stating that following tests it was authentic and all was good.Unbelieveably bad customer service from Diptyque. The product is most definitely "contaminated" in some way and should never have passed "Quality control." Their outrageously bad customer service just serves to ensure I never buy another of their products!
First time buying a ridiculously over-priced Diptyque candle for a friends birthday present - never again. Candle came very badly marked round the rim. Contacted them via Facebook for advice and no response or reply. Very shoddy service.
Just wanted to write a review about how amazing the customer service is in the spitalfields branch of diptyque- specifically Angelo. If you could make carbon copies of him and put him in every store then you’d have some very happy customers indeed . He’s super helpful, super lovely and very accommodating . We’ll be back to spend more cash in his store xxxxxx
Update. Didn't get the products I ordered, but got the money back. It was supposed to be an anniversary present, but who cares. Lost some money because of exchange rates, but who cares. P.S. Ordered similar products from "Trudon". 1 day delivery from France to Denmark. Was surprised to receive it next day.
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