Diptyque Paris Reviews

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

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!

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.

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

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.

The other bad reviews are unfortunately correct; I cancelled my order (even before it was dispatched) and requested a refund. Despite having to chase the progress of my refund twice and being advised that it was being processed (by Viktoria and Charlotte) I have received absolutely nothing and wish I had never placed an order with them.

Worst customer service I have ever experienced!

I tried to contact Diptyque several times for the same issue. However, I have not received any reply yet. My first e-mail was sent 4 weeks ago.

Cannot recommend to order directly with Diptyque. Especially, within this price segment, the non-existing service is unacceptable.