diptyque Paris Reviews 212

I recently received a candle slightly damaged in delivery. Kris for the UK customer service was brilliant, helpful and really helped. Ive had many products over the years from Diptyque but this is the first time ive had quality issues. Due to the amazing service, ill continue to be a loyal customer. Thank you Kris. Also, if you haven't tried the Mousses candle, its not the most popular but its simply gorgeous and fills the room. Thank you again.

I am very disappointed with my recent DIPTYQUE order experience. My shipment has now been delayed twice, it has been over 10 days, and I still have not received my package.

For a luxury brand with premium pricing, I expected much better communication, shipping reliability, and customer service. The lack of accurate delivery updates has been extremely frustrating, especially after being given revised delivery dates multiple times.

I love the brand and was excited for my purchase, but this experience has honestly taken away from the excitement. From here on out, I’ll continue purchasing DIPTYQUE products through Bloomingdale’s, where I’ve consistently had a much more reliable shopping experience
Extremely unhappy!!! I have yet to receive the product.

I tried my friend’s perfume Eau Capitale l recently purchased the same from Diptyque ,cost £170 . Not the same product , she had bought her’s a while ago , but now a cheap version . Her’s developed on wearing as an expensive perfume should and lasted all day . I know perfume and this has been changed beyond recognition . So annoying that these companies think their customers are stupid and don’t recognise a cost cutting product.

For many years, we have spent a fortune on Diptique perfumes, candles and skin care products. I have loved every single product without fail. Last Christmas my husband bought the hourglass diffuser from the Bond Street store. I can’t actually believe how disappointing it is. It literally has no scent - nothing at all unless you press your nose hard up against it. My husband requested a return / exchange but was told that it wasn’t possible and was told to put it in smaller room to experience the subtle scent. Open plan living doesn’t exactly make that easy. We could have put it on the floor in the bathroom but that’s hardly the point. Unlike all of the other fabulous products that Diptique sell, this one is not fit for purpose. It doesn’t work and it’s very expensive.
My husband was offered a mini candle and samples by way of apology but when he wrote back to begrudgingly accept the offer in early March, his email was ignored.
Sadly that means no more Diptique in our house. Years of purchases rewarded by utterly appalling service.

I am not satisfied with the pommade exfoliation. It has a jelly like consistency which I cannot get to emulsify or stay on my skin. Having contacted their service dept, the most help they could provide was for me to go into a London store so they can tell me how to use it (after I have provided proof of purchase!). Not what I would expect from a luxury brand! Don’t buy the pommade would be my advice for anyone considering it. And don’t bother with the customer service team either.

Please do not waste your money. Cannot smell anything ! £50 wasted!

The salesperson in the Brickell city center Miami location was beyond rude . I received a candle as a gift which fragrance was not for me so I just wanted to exchange an unopened candle for a different fragrance. The saleswoman was so ridiculous and dismissive I did not ask for a receipt from my friend who lives in France and without that she would not exchange again an opened candle all packaging and wrapping in tact for another fragrance. The idea that you don’t want your customers to b happy with their product and have a great experience so they come back time and time again and refer more friends is beyond me. It’s a candle it doesn’t expire and I didn’t want money back I just wanted a different fragrance. I also wanted to look at perfumes while I was there but since my experience was so bad I did not look for a fragrance and I will never go back for anything ever there’s too many stores with great salespeople who want happy costumers . I would be happy to share my experience and will persuade any friends from shopping there as well. Awful awful costumer service and the saleswoman was so pleased with herself to say no she took such satisfaction I have to wonder if she would be the same if it were her company .

item arrived smashed - returned it to the given uk address 10 days ago, no replacement and no refund, pls advise. UK439320

Update: Thank you for your reply. I regret to hear that there are currently no immediate solutions available for this situation and that customers are, for the time being, asked to remain patient.

It is somewhat disheartening to see additional points of disappointment arise. Most recently, a gift with purchase was offered on the EU website, while this offer does not apply to the Dutch site. Perhaps it may be possible to extend this gesture to Dutch customers as well?

I hope you will understand that the current experience with customer service is influencing my overall perception of the brand. I remain hopeful that this can be addressed in a way that reflects Diptyque’s reputation for exceptional care, quality and attention to its customers.

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Over the past few years, I have regularly purchased products via Diptyque’s EU online shop, which has always worked perfectly. Recently, a Dutch Diptyque website was launched. However, this site currently offers only a small selection of the products available on the EU website. Additionally some products that are available on the EU website are out of stock on the Dutch site, leading to the idea that stock on this site is limited. According to customer service, the site is still being filled, but this has now been the case for almost two weeks, and during that time hardly any new products have been added.

What I find particularly puzzling is that despite the Dutch site not yet being fully stocked, it is no longer possible to place an order on the EU website from the Netherlands — even though the products are still available there. The EU site continues to ship to all neighboring countries, to Scandinavia, and to many other destinations, just not to the Netherlands.

I contacted customer service to explain that I wanted to place an order via the EU site, for products that are not offered on the Dutch site, but that the Netherlands can no longer be selected as a shipping destination. I also asked whether they could place the order for me. Customer service informed me that they are unable to place orders for Dutch customers via the EU website and advised me to be patient.

It is disappointing to see this handled in such an inefficient way. As a result, Diptyque risks missing out on sales, while loyal customers are left disappointed and increasingly frustrated. I would appreciate it if you could reinstate ordering via the EU website for the Netherlands as well at least until the Dutch website is equally well stocked and offers the same full assortment as the EU site.

Response to Diptyque's reply: This had nothing to do with your needing time to confirm, as you indicate. It has to do with your customer services insisting they were not lost when I had provided them with numerous forms of evidence. If they had said you need to confirm and chase, I would have been patient. But being told over and over that they were not lost, when I had gone to all the trouble to find out they had been several times, is unacceptable. Why can your company not take responsibility for an awful customer service. Refusing to do so is so very 'un-luxury' of your brand.

2nd UPDATE:
I finally got refunded after days of hassle and being told something that was inaccurate and untrue. As mentioned below, Diptyque said they’ve redirected the parcels back to them. I’ve taken the courtesy of tracking them - a week later they still haven’t arrived to them, because guess what, they were in fact lost. So all that hassle, all that insistence from them and ultimately, they could have just cut it all out from the outset with all the evidence I had and saved themselves a customer. Ah well.

UPDATE;

I spoke with DPD again after receiving a redelivery notification and once again they said the parcels are lost and Diptyque just arranged the delivery in their app, and confirmed no one on their end had been in touch. I then received an email from them stating the parcels have no been redirected back to them and they will refund me once they’ve received the parcels WHICH THEY WILL NOT RECEIVE IF THEY’VE BEEN LOST. Why not refund me if they are so sure the parcels aren’t lost and will come back to them. This all stinks of cowboy tactics.

My partner calls me ‘Dipfreak’ because of how much I purchase from Diptyque - hundreds upon hundreds every month. Online, at their boutiques at duty free… always. Absolutely no more though. I had two orders that were supposed to be delivered at the same time, after a redelivery request on Friday 9th. When I heard nothing from DPD by around 5, I gave them a call and they advised me that both packages had been lost and Diptyque needed to get in touch with them to open an investigation. I spoke with Diptyque and sent them an email. An automatic tracking update happened later that day to say it was delayed due to unforeseen circumstances and it would be delivered the next day. I called DPD the next day on Saturday and they advised me that this was an automatic update and confirmed again they have been lost. They spoke directly with the depot. So I emailed Diptyque once again. Yesterday I received an email from Diptyque to say they were not lost, so I called DPD once again this morning and recorded my call, and once again they informed me the parcels had been lost and no one from Diptyque or their logistics team had been in touch. So I sent them an email to state this along with the recording of the call. I speak to someone at Diptyque who in fact says they will send me out another order and refund me on out of stock items but then once again, Diptyque emails me back insisting that they had not been lost because their ‘transport managers’ said so. As if anyone would know better than DPD who are in fact the entity that is handling the packages and with whom the packages should be with. Once again, I get in touch with DPD and once again they confirm that no one apart from myself has been in touch with them about these two parcel so their claims to arrange redelivery will just end up extending this runaround. Diptyque’s ‘transport managers’ are either making assumptions based on lazy approaches of looking at tracking information or they are outright lying. Whatever the case, this is what I expect to happen when things go wrong with a budget brand, not a ‘luxury’ one, because the luxury ceases to exist when customers are given the run around and are fed illogical and unprofessional responses.

I will be requesting a chargeback on both orders with my bank and getting in touch with trading standards. For a couple of hundred pounds, they’ve lost a customer, received a well deserved terrible review and benefited in no way whatsoever. I expect I will be receiving a ‘get in touch’ standard response to this as I expect nothing more from this company now. What a shame.

Given its premium price point, the performance of the candle has been absolutely terrible, falling far short of the quality I would expect.
My primary concerns are as follows:

1) Excessive Smoke and Flame: The candle produces a substantial amount of smoke and an unusually large flame during use.

2) Potential Health and Safety Risks: I am genuinely worried about the potential toxicity of the fumes being emitted. Furthermore, the flames extend approximately half an inch out of the jar, raising serious concerns about fire safety and the risk of the flames spreading.

3) Aesthetic Damage: The excessive smoke has caused the jar to blacken significantly, detracting from the product's appearance and overall experience.

I have documented these issues with a video, which I would be happy to provide should your team require further proof or wish to investigate this matter.

I look forward to your prompt attention to this complaint and a resolution.

Diptyque Marylebone High Street London - avoid at all cost

This complaint concerns one specific individual: the short older blonde lady [sales associate?] at Diptyque Marylebone High Street, whose manner embodies a particular kind of discourtesy that is far more offensive than overt hostility; the deliberate performance of superiority.
From the outset, her tone and posture make it clear that she regards customers as intrusions.

I have purchased items from this store on three separate occasions. On all three visits, this same individual was consistently rude; dismissive in tone, abrasive in manner, and seemingly determined to remind customers that they are an inconvenience rather than the very reason the business exists.

Her demeanor suggests a belief that she occupies a position well above those she is meant to serve, a posture that may flatter her ego but does irreparable harm to the brand’s image.

This conduct is particularly jarring given that I have been a customer of the brand for over thirty years. In that time, across numerous stores and concessions internationally, I have never once encountered such arrogance, such lack of basic courtesy, or such open disdain for a paying customer. It is not merely unhelpful; it is actively unpleasant.

Luxury retail depends as much on grace as it does on product. When a single employee repeatedly treats customers with thinly veiled contempt, the experience ceases to feel refined and instead becomes something to endure. Until this attitude is addressed, the Marylebone High Street location stands out for an air of unwarranted superiority that has no place in a brand of this calibre.

So happy with the Christmas presents I purchased through the website. Great quality and the little extra samples in the box were lovely.

I bought a Figuier candle and have been bitterly disappointed. When I unboxed it, I could barely smell the fragrance and when I burned it (for 3 and a half hours) it was no better, giving off little to no aroma at all. The quality is extremely poor in relation to the price of the candle and it compares extremely unfavourably with other premium brands, which give off a much stronger and longer lasting fragrance. I was hoping Diptyque would be my new favourite candle brand but I just feel like an idiot for having wasted my money!

Inflated prices and rude staff. Avoid the management lady at the Marylebone location. I have been to church and seen less preaching.

Bought a Candle from TK Maxx slightly reduced (£45) who are a well known brand. The quality of the candle was very poor. No smell at all.

I contacted Diptique and because TK Maxx are not one of their authorized sellers. They totally disregarded the fact that the candle might not be authentic. However, it was their logo etc all over the box and candle.

They refuse to assist me although the manufacturing of the product was made by them.

Disregarded any points that I made telling me to contact TK Maxx when my complaint was about the quality of the product.

Do not buy these candles. Not worth the expensive cost. If there is an issue don't expect any assistance.

Update:
After my initial complaint, Diptyque reached out, acknowledged the mistake and offered to send the compensation items separately, without asking for a new order. I really appreciate that the brand ultimately acted in line with the quality of its fragrances, and I’m happy to keep purchasing from them.

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I’m really disappointed with my recent experience with Diptyque.

I placed an order to Portugal on 16 November (around €150, a perfume that was meant to be a birthday gift). On Diptyque’s own website, the stated delivery time for Portugal is 2–5 business days. My parcel, however, took 20 days to arrive.

After many days without any movement on the tracking, I contacted customer service to understand what was happening. They then told me they would send a new parcel with some complimentary gifts as an apology for the delay.

Unexpectedly, the original parcel finally started moving and was delivered first. Shortly afterwards, I received an email asking me to refuse the second parcel at the door so it would be automatically returned to them – which I agreed to do, as it is indeed the easiest way to handle a return.

Since the second shipment had been created specifically as an apology (with extra gifts included), I kindly asked if it would be possible to receive just the compensation items separately. The answer was no – I was told that my problem was now “solved” because the original order had arrived, and that they would only be happy to send the complimentary items if I placed a new order.

So, in the end:
- The order arrived much later than the 2–5 business days promised on their website.
- The perfume arrived late for the birthday it was meant for.
- The “apology” parcel was cancelled, and the compensation only exists if I spend more money with them.

Honestly, for a luxury brand, this is very disappointing. Even much cheaper online platforms offer a real gesture of goodwill when deliveries are heavily delayed. Here, the delay was significant, the promise of an apology was made, and then taken back when the original parcel finally appeared.

This experience really makes me reconsider ordering from Diptyque again.

I have shopped with Diptyque for around 20 years & during that time they have been absolute pinnacle of perfectionists in both creativity & service. Their products were always an absolute joy & the unique artisan creations for the Christmas period were always exceptional. Sadly however, since the pandemic, the creativity of Diptyque appears to have been tragically over taken with an obsession with satisfying a social media audience & the almost slavish production of new & 'limited release' perfumes & even worse unbearably awful merchandise (such as oversized wax vases) which I cannot imagine anyone would ever need or want.

I miss particularly the artistry of the Christmas Season, where room perfumes & candles were exquisitely packaged & unique for each year as opposed to recent years where it's just Sapin re-released in new packaging, which is really rather dull. Equally, Sapin, isn't particularly special, they have created far better seasonal scents in the past.

As for service, whilst I cannot fault the lady who serves me in their Harrods Beauty Outlet, their online service perhaps requires a bit more consideration to their clients. I have spent over £300 in the last few days, £276 of which was spent 2 days ago on their website. One would have thought that perhaps even a small candle would have been sent as way of a complimentary gift as a way of rewarding customers brand loyalty, but all I received was ONE tiny sample of Do Son, even though I had just purchased that very perfume. So, one could say at best thoughtless at worst cynicism.

Their 'gift' is placing already beautifully packed candles inside seasonal boxes. Whilst the boxes are lovely, it seems rather useless & wasteful!

What remains true, their candles are divine & I will always have a place in my heart for diptyque & I will of course continue to purchase their products but that loyalty is based on times gone by, not for what it has become.

Their current trajectory is really rather depressing for a brand that was built on such artisanal & exquisite heritage. For me personally, it feels they have lost something rather special, their individualism, which is rather sad.

I was at the Diptyque store in Covent Garden. The shop assistant Irfan was super helpful and attentive. He wrapped the candle I purchased beautifully and put a stamp on the bag. It looks very nice and special. Thank you for your service.

I really like Diptyque (de). Every order i've placed was quickly processed. No bad surprises during checkout. The customer service has been very helpful and friendly so far. My favourite perfume house.