diptyque Paris Reviews 

DPD again... dont order if you want to get your parcel in the UK.. called diptyque, they wont address DPD sitaution so just avoid

2/3/23 RE ORDER NUMBER ONE
Although 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,
Nikki
Customer Care Advisor
diptyque 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 normal
but 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.

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?

Awful customer service... Rude and unapologetic when they make mistakes.
Now ordering cire trudon.

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!

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.

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.

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

Ordered a Christmas candle and it arrived so beautifully packaged and with some little extras!
Pleasantly surprised and pleased!
Thank you diptyque

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!

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.

Shipping took way longer than promised, candle arrived smashed and no one will reply to emails or answer my calls. I wouldn't bother purchasing direct from them.

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.

Ordered online for delivery to the UK and everything arrived pretty quickly and well packed. The gift wrap was lovely and would definitley use again.

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