Diptyque Newbury — Local services in Boston

Zach and the Newbury Boston team provided outstanding customer service for our wedding!

In August, my fiancé and I are having a small 30-person wedding, and we wanted a timeless, elegant wedding favor for our guests. From start to finish, Zach helped us every step of the way. He was professional, patient, accommodating, and shared excellent recommendations along with deep knowledge of the brand.

Zach guided us through testing different candle scents and offered thoughtful suggestions. Once we chose our signature scent, he gave us an overview of the various candle sizes and additional add-ons that would enhance each gift. He also helped us custom engrave each candle with our initials and wedding date. Throughout the process, Zach communicated clearly and promptly via email—answering questions, addressing concerns, providing estimated delivery dates, sending a mock-up of the engraving for approval, and coordinating pick-up times. He even supplied Diptique gift bags and matches for each candle to create a truly special wedding favor. As a thoughtful touch, he left a handwritten thank-you note with congratulations on our wedding, which meant so much to us.

When we returned to thank him in person, I was also looking for a wedding fragrance. Zach helped me explore all the options, and I fell in love with Eau Rose! I ended up purchasing the matching perfume, hair fragrance, and body lotion to create an unforgettable layered scent for our big day.

Every part of our experience with Zach at Diptyque Newbury was seamless and made planning our wedding even more enjoyable. Scent truly holds memories, and we feel so lucky to have had this wonderful experience. We highly recommend Zach and the Boston team for your future luxury...

Pretty lame first time experience today at Diptyque Newbury; I stopped by today accompanied by my mom and sisters since I was looking to smell their scents and hopefully buy a few samples to take home before committing to a larger bottle and even buy one I’ve been wanting for a while.

Their selection is pretty large so I probably tested 4 scents myself and I was trying to decide between two, but I mixed the bloating paper that had one of them with the others. I wanted to ask one of my sisters which one she thought was better (just looking for an opinion) so I took the bottle again and sprayed on a new piece of paper. As I did so one of the employees told another one “doesn’t the sign say you’re only supposed to spray twice”; which was very aggressive because I didn’t see the sign in their store where every single card for every single item category has minuscule lettering.

As I was in the store one of the employees also addressed a customer with a rude tone and somewhat loudly across the store, just because they thought the 7.5 mL fragrances were testers. As someone who works in customer service, there’s definitely other ways that you can address a customer who may seem lost or have no idea how things work at your store, when the correct thing to do is not be passive aggressive to that person in front of everyone that is trying to shop and just try to approach them personally and offer your help to them.

From all the stores in the area with the same concept, their customer service is by far the worst; made me and my family very uncomfortable and we even agreed that it was overall a bad experience after leaving.

Won’t even bother to stop by again, I can...

Pay attention to the information presented on the product cards, as there could be discrepancies from the actual volume from the website and the product given. We left the store and realized after inspecting the product that the volume given to us was less than the product card. We went to double check and while the card said 5 * 10 ML, the actual product is 5 * 7.5 ML.

I would still give a good review if the store just apologized for the mistake and gave us a refund. However, the store manager was very unprofessional and was reluctant to give us a refund, and even went on to say, "It's just two ML, it's not even that much" (2.5 mL per bottle equals to 12.5 mL in total and presents a 1/3 difference in total product volume). We understand that final sale items are normally not refundable, but in this case there was concrete proof that their product description was wrong and the product presented was not what was advertised (we pointed out the product card to the store manager and she saw that it said 5 * 10 ML). Another note is that the actual volume (7.5 mL) was very hard to see because it was marked in small letters at the bottom of the bottles, which was why we didn't realize the mistake until we reinspected...