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Business Profile

Perfume

Diptyque Distribution

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Perfume.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/23/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received by mail as a gift two Diptyque candles worth $148 on 12/16 and wanted to exchange them for a Diptyque eau de Toilette. Spoke to ******** on 12/22 and was assured they carried the item I wanted. Was sent a return label with a tracking number. The candles were received by them on 12/22. Since then I have been calling and texting with no response. Wait time is often 10 minutes more or less but then it tells you to leave a message cause no one is available to take the call. My text messages are always received and I get a generic response acknowledging receipt. Please help !

    Business Response

    Date: 01/24/2024

    We apologize for the delay in processing *************************** exchange. We are experiencing a higher contact volume than usual and this has impacted our normal response time. One of our agents replied to the customer on 1/23/24 confirming the exchange was being processed under reference number *******. I have confirmed our warehouse has processed this shipment and it will be going out via tracking number ******************.

    Customer Answer

    Date: 01/26/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ***********************



     

  • Initial Complaint

    Date:08/14/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Mar 30th 2023 $479.06 order # ******* The above order was never delivered and diptyque customer service were informed right away about what happened. Until now there is no remedy has been offered for what happened ,and the business keeps asking me to contact *** and when I contact *** they ask me to contact the business.Enas

    Customer Answer

    Date: 09/07/2023

    Better Business Bureau:

    At this time, I have not been contacted by Diptyque Distribution regarding complaint ID ********.

    Sincerely,

    *******************

  • Initial Complaint

    Date:02/23/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed order #******* on 1/31/23 for $222.94 for a 2.5 oz bottle of Diptyques Philosykos. This was delivered on 2/8/23; but the *** package was NOT on my porch when I got home. I contacted ******** customer service and advised of the situation; they had to submit a claim via *** to look into it. I got a reply today that *** said the package was delivered and that I could place a claim with *** now. I tried; but as a claim has already been filed, I can not file one. The *** claim results instruct the person contact the shipper (Diptyque) for any further questions about the found package. Im so confused on how *** confirmed delivery and that the package isnt lost, and i just need to contact the shipper to find it. When the shipper just told me to file a claim. I had high expectations for such a luxury brand. I cant believe these hoops Ive been having to jump through JUST TO TRY TO GET WHAT WAS ORDERED!! Someone paying $222.94 for a bottle of parfum should be getting better customer service; as well as ACTUALLY GETTING A SIGNATURE FOR A DELIVERY THAT SAYS ONE WILL BE REQUIRED! Thats crazy to me! All this time and effort wasted on this lost package. Lets not forget I placed a new order after I was told it would take 10 days for *** to finish their investigation. I had to give a PICTURE of the parfum I ordered as a gift. How HUMILIATING!!! Worse? It was the wrong parfum! I bought the parfum not the toilette that apparently smells more coconut. That would have been an easy return/swap. But now Im here hoping what i ordered arrives today and a signature is REQUIRED, as it states it is. Ultimately, I would just like to be refunded for the bottle of parfum i did not receive. I have done everything I have been told to do to fix this. Please help me resolve this and put this costly luxurious headache to rest.Im trying in good faith to fix this issue; but ** getting extremely delayed replies. I just want this horrible shop experience behind me already.

Diptyque Distribution is NOT a BBB Accredited Business.

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