Review Time
I placed what I consider a high value order over two weeks ago. The money was taken from my account at the time. So far no delivery of goods and no response from customer service who I have contacted twice, a third time just now. For an expensive, luxury brand company the delivery and service has been dreadful. Will not use again either directly or through other shops. In the meantime I wait for my goods or refund and perhaps some explanation. I do not recommend
I ordered two of the city exclusive candles direct from their site. Shipping took a while, but wasn't too bad.What WAS bad was that both candles arrived looking like they had been dropped in a toilet. The graphics were smeared and smudged all over the candle and interior of the box, the glass was cloudy, and there were wax droppings sticking all over the cardboard packaging and the candle itself.I was disgusted I paid $75 each for these, but I figured, hey, at least they should smell nice, right? Well, I burned one for a few hours. Literally nothing. No scent throw, and no scent at the candle.Appalled I e-mailed customer service with photos and info. They said they could refund me...if I sent back both candles. Bear in mind, packaging had been chucked, and candles had already been burned once. I don't have packaging supplies to pad and ship candles laying around.I asked then if I could just received replacements, as customer service conceded the candles looked like 'faulty' product. They said no, and the only way I would get replacements or a refund is to ship them back.They were completely rude and immovable. For products that shouldn't have even been shipped in the first place. I would've been embarrassed had I tried to give them as gifts and seem them come out of the box like that.A luxury brand? More like a ripoff. You're better off buying a candle at Target. Save your money and your time. Never shopping here again.
Before Christmas 2020 I ordered a few Gifts direct from Diptyque in Paris rather than Space NK here at home mostly because I love the free gift packaging they provide also the lovely lux samples. My order was delayed by just a couple of days.In February I received through the post a full sized Amber candle and a lovely note saying that they were sorry that my previous order had been delayed. A complimentary full sized candle is amazing customer care, love this brand and will continue to order from them...if you haven’t already tried the soap I cannot recommend it highly enough, I use the Eau Des Sens, not only does it leave my skin soft and scented but the whole shower room smell divine and when I leave the door open the gorgeous subtle sent floats through my apartment... thank you Diptyque xxx
What amazing customer service. My Christmas order was delayed but I wasn't too concerned. However I've received a gift and an apology as they clearly weren't happy with what happened.I have scored a 4 only because they still need to improve their website and order confirmation process, otherwise i'd have happily scored them higher.
Ordered a candle for Christmas for a family member. It didn’t arrive in time. Due to covid and brexit. The customer service was exceptional. They couldn’t apologise enough, even though it was something that couldn’t be helped. When my order did arrive, it was beautifully packaged and came with a few sample to try as well. A few weeks after Christmas I received another apologise and they sent a complimentary gift for the inconvenience of having to wait. The candles also smell amazing. We’re definitely worth the wait. Highly recommended
I love Diptyque. I have been an avid fan for over 20 years. Baies is still my favorite scent. That said here are my issues with this company: the electric diffusers are supposed to make having the scent in your home easy, noticeable and enjoyable. Instead they require a cartridge that has to be removed and placed back into a small packaging after EVERY USE or it will go bad within a week. The cartridge cost $45!!!! Way too high maintenance. ALSO, you buy these super expensive devices and they do not even provide a scent cartridge to get you started! Instead you have to spend the extra $45 on top of that to get the scent cartridge. My hope is they will actually make a room scent device that actually scent the room and does not require constant maintenance except to change the scent 1x every 3 months. Aera devices do this and it would be amazing if Diptyque had something like this.
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