Diptyque Paris Reviews

Always great products, always a delight in-store. Mail order has been a bit ropey post-Brexit but Frédérique from Customer Service fixed my problem flawlessly.

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.

Fast shipping to The Netherlands. Wonderfull extra products. Packed well. And I love the pouch everything was packed in. Makes it a really nice shopping experience!

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.

I ordered a candle on the 7th January. In the invoice it says: "Due to our Brexit preparations and the closure of our warehouse from 30, December, 2020 to 10, January 2021, all orders placed during this period will be shipped starting 11, January 2021." 11.01.21 rolls around and no shipping confirmation has come. Fine, it's just Brexit, right? Then TEN DAYS LATER (21st) the shipping confirmation comes. Bear in mind, there are no tracking details whatsoever. I'm told that Royal Mail will pick it up when it reaches the UK.
Then I get an email on the 29th, five days after they said they'd sent it, saying that they've sent it today. Why tell me you've sent it when you haven't sent it?
The tracking details on this email provide no information whatsoever and the link to Royal Mail doesn't work. I now do not know where the package is. All it says is 'job booked into Royal Mail'. Great, that tells me nothing.
I have yet to receive the package I ordered 16 working days ago.

Love Diptyque. Gorgeous products. High quality fragrance and enjoyable luxury product. Have always enjoyed this brand.

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.

This is the second bad review I've had to give Diptyque. After ordering a month ago and hearing nothing, I cancelled my order and asked for a refund. I did this by phone and by email, and I received email confirmation from Frédérique that the refund would be processed. Frédérique lied, just like the rest of the customer service team. Today I received shipping confirmation and an invoice from Chronopost, and now I'm having to call the customer service line again to shout at them.

Absolutely appalling! Still have not received my Christmas present that my husband ordered on the 5th December!!

Great product!

Customer service is just terrible. Diptyque doesn’t want their customers to be pleased with their purchase, they just want the money. I am very disappointed and I will never buy again from the brand.
I want to return my purchase but apparently I can’t. Whereas all of the online shops have the instructions how to return products on the website, diptyque wants you to contact their customer service to which they simply don’t respond. I sent an email 5 days ago and there is no response (even though they should responde in Max 2 working days).
I thought that this is a luxurious brand but I see that is not.