diptyque Paris Reviews 

Disappointing experience - poor customer service and no value for loyal clients.

I have always been a loyal Diptyque customer, returning at least twice a year for their beautiful candles and unique scents. One of the main reasons I kept coming back - especially to their official stores - was the exceptional customer service and the thoughtful gesture of receiving small candle samples, even with modest purchases. These samples always inspired me to try new scents and eventually purchase full-size products.

Unfortunately, my most recent visit was a major disappointment. I went in with the intention of buying a candle for myself and a gift for my best friend. I spent over €100, yet the customer service was cold and uninterested. I received nothing more than a tiny 1.5 ml perfume sample, completely underwhelming, especially considering the generous experience I was used to in the past.

I specifically chose to buy from this official store expecting the same warm treatment and opportunity to discover new scents. Sadly, it felt like my loyalty meant nothing. I would have been better off ordering from another retailer, possibly even for a better price.

I no longer recommend this location. A brand like Diptyque should take more pride in the experience they offer especially to loyal customers.

Dabbled with purchasing the Citronelle candle for a while, finally decided after seeing it in an airport to purchase online. I noticed that my "welcome gift" was not in my cart so I hit up customer service and after speaking to Muboti, there it was! They really went above and beyond, also answering my questions about other items and living up to my good experience with the brand. Thanks again Muboti!

Dreadful and rude customer service agents

I made my first order and got in touch to ensure that my welcome gift would be included in this.

The customer service agent wasn’t helpful at all, stating that this welcome gift was allocated to another order I did not complete. I also wasn’t able to to add any samples to my order.

The customer service agent did not seem interested in the slightest and kept trying to end the online conversation. It was extremely frustrating and makes me not want to shop with this brand at all.

I usually shop at the consignment stand in Harrods, and I think I will stick to this instead of dealing with this brands so called customer service.

Just wanted to give credit to Tony at the Diptyque concession in Selfridges, Oxford Street. He was incredibly knowledgable and passionate about the product and provided great customer service. Tony is a great ambassador for this brand.

Ordered a diffuser from this company and it’s faulty . Sent 5 emails and multiple attempts to call customer service / left messages with no answer. Sent the item back via returns portal and no acknowledgement / response. Do not buy from this company

I have been a fan of this brand for many years and have tried numerous products. For the past couple of years, I have been buying their room sprays without any issues. However, last week, I purchased a room spray (FLEUR D'ORANGER), and the scent vanishes within just a few minutes. When I returned to the store to report the problem, the staff did not examine my product or offer any assistance. They simply mentioned that the formula might change depending on the batch, which could explain why the scent doesn't last. It is disappointing that the brand cannot maintain its quality and product standards. I may need to find another brand, as it will be hard to trust that the product I am buying will work properly.

The perfect brand. I order enough from Diptyque in the US to vouch for the experience. Of the few times I have had issues with my orders, they have always been prompt and helpful with customer service. I even had an order accidentally sent to the wrong address (my fault), and the customer service rep went out of the way to get the address changed in time. The in store experience is no different in the US, London and Paris.

I contacted Diptyque to ask how much a Christmas set was sold for in Australia. They said they can't provide me with this information, and would have to ask Mecca. I had another question about whether a candle I was going to purchase was authentic. Again, they refused to answer without proof of purchase. It just seems crazy to me that they refuse to answer simple questions. We're so limited in Australia because of Mecca's exclusivity contracts. I was hoping to purchase from ebay as I wanted a candle not currently available in Australia. The lack of transparency really turned me off the brand. You think the last straw would have been the candle tunnelling, messy wax on vessels, lack of lids...which by the way...INSANE FOR WHAT WE ARE PAYING!! Even tiny local businesses ensure their candles come with lids!! But no, it was the customer service. Back to Trudon and Byredo for me.

I placed an order for the Orphéon Eau de Parfum and was charged. I received a confirmation page but never got an email. Then, out of nowhere, I find out the order was canceled – no explanation, no communication.

I contacted customer service, and to their credit, they were polite and offered to recreate the order manually. I paid again, received another confirmation (with free items this time), and thought the issue was finally resolved.

Then BOOM – another cancellation email.

No proper reason. No follow-up. And now, radio silence.

I’ve paid twice, been misled twice, and wasted a ridiculous amount of time just trying to buy a bottle of perfume. This is not what I expect from a so-called luxury brand.

Diptyque, if you see this – fix your system, fix your service, and stop making your customers beg for basic order fulfillment.

Omar Abusaif
New York

I’ve always loved these candles, but am giving up because of poor burn quality. Yes, I know to let it burn and melt each time. But after spending £££ on a Christmas candle that has failed to burn properly for the last 2 months, I am DONE.

Just wanted to give a shout out to Simon who recently assisted me with an issue on my online order and went above and beyond to rectify it. Great service!

Have to give a shout out to Maya at the John Lewis Store in White City London. Such a lovely sales person... Not pushy just honest and clearly knows her trade. Well done Diptyque.. such customer service drives purchase

THE BEST CUSTOMER SERVICE I HAVE EVER EXPERIENCED! I emailed one evening regarding some damage to a parcel and by lunchtime the next day I had received an understanding reply from Kris and a resolution to the issue. Top Marks and I wouldn’t hesitate to order direct in the future. Kris is a credit to your team so please pass on this review 😊

Came across this brand whilst working for a lady who was wearing fleur de peau. Such a beautiful scent, purchased for my wife for Christmas and she was blown away. Normally wears Creeds Aventus for her but loves the Dyptyque fragrances. Ordered candles and they smell throughout the whole house. Can we have some scents for Men please. Great products and fast delivery. Looking forward to trying the other scents in the range. Thank you Dyptyque.

Update: The hardline response from Customer Services was that they would not be refunding me the additional postage cost paid, for a next delivery service time-frame they failed to send within.
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I paid £5.95 for next working day delivery, however it took 5 working days for my order to even be dispatched. Completely missing the agreed upon SLA delivery window.

This order was meant to be a gift, however due to Diptyque’s failure to ship the order during the time they had agreed at point of purchase, I was left red faced at the party when I had to explain that I had no gift to give!

I’ve been a customer of Diptyque’s for over 10 years, so I reached out to their customer service team to see if there was anything they could do to repair the brand-client relationship, as I have since lost all faith in their e-commerce. Their response was quite abrupt, dismissive and far from a good customer service experience. They didn’t even offer to refund the postage I had paid or offer a complimentary product. Something which several other competitors such as Jo Malone, Frederic Malle, Nest New York and Le Labo would and have done in the past.

Terrible experience, I certainly won’t be buying direct from Diptyque directly ever again. Secondary e-commerce companies such as SpaceNK and John Lewis manage to ship next day delivery, why can’t you Diptyque?

Seriously the best! Not only do they have some of the best scented candles and perfumes. Their sales persons in shops and online is the best. Always there to help and so friendly. Highly recommend ✨♥️✨

I love Diptyque products my most used perfumes. This review is more about the excellent service I received at their pop up store in Brown Thomas Dublin. Dylan restored my faith in customer service. He was so helpful and friendly. On what is a very busy holiday season for retail he took the time to wrap my gift beautifully. He went far and beyond what I was expecting. If only there was a Dylan in every store it would make retail shopping more enjoyable. I hope this store remains in Brown Thomas and I get to shop with Dylan in the future.

If I could give minus staring would attending the Spitalfields branch to purchase some luxury gifts for friends. I was left feeling less important than other shoppers. The staff totally ignored me and targeted the older clientele. I put this down to the cycling wear I had on. Big mistake pengaligons gained my custom, and I purchase 3 x100ml bottles.
Staff were extremely dismissive and made me feel I was a ghost!

I ordered 2 candles for £115 and both were faulty! One candle had a sinkhole in it which is an absolute no-go when candle making and the other has wax stains all over the glass. I complaint to customer service and all I received back was a lesson in 7th grade thermodynamics:
"Our candles are handmade artisan products. Changes in temperature can cause the wax to shrink in the cold and expand with heat, which can cause it to separate from the glass, leave some wax stains (as on the Café candle) and create the optical illusion of bubbles (as the Jasmin one). These wax stains can be removed, with a cloth soaked in warm water and soap."
So they're saying that my 8-year-old niece makes better candles than Diptyque's artisans.
Why the hell would anybody pay £60 for candles when Ikea does a better job at quality control?!
I've never seen candles being sold with wax stains and sinkholes in stores or even in TJ Maxx! Heck, I've never even seen such defective candles at an handmade candles stand at a flea market or Christmas market.

So this is apparently the "high end luxury quality, handmade artisan products" that Diptyque stands for.
If you think you buy a better product with Diptyque just check their ingredients. They use the same cheap and harmful ingredients as other £3 candles do. They are also not cruelty free.

Save your hard earned money and buy cheaper brands from TJ Maxx instead. Or, buy from your small business/ local shop which also sells "handmade artisan product" with better ingredients, are cruelty free and WITHOUT DEFECTS. Or even better, buy handmade artisan candles from my 8-year-old niece's candle stand.

The worst online shopping experience. I’ve been a customer for over 10 years, seldom shop from their website. I’ve chosen door to door delivery, but the delivery company decided to drop off the parcel 11 mins away in a dodgy part of town that I’ve never stepped foot in. So it’s a 25 mins journey back and forth. These are heavy products and you expect your customers to carry them that far? My building has an intercom and a driveway, I was home all day specifically to receive the parcel. This is the first time this has ever happened, it’s not even in the same postcode, I’m sorry are you paying me to deliver the parcel? When I tried to reach out to their shipping partner, Chronopost, there’s not even an option to contact anyone, the chatbot was in French and they didn’t even bother to send an email to confirmed the delivery date, just a your parcel has been drop off in a different neighbourhood text… please do not order from their website… the client experience was astonishingly bad.

UPDATE:
Diptyque actually responded quite adequately and promptly BUT they told me “I can now confirm that our transport team has requested another delivery attempt for your order” oh I wish I have your level of confidence Diptyque because clearly your shipping partner has ignored you too! Almost a week later, I’m still staring at the wall with no candles. At this point you’re not just burning money, you’re also burning your time🙃