Diptyque Prince — Local services in New York

I had a confusing and incredibly rude experience at this store with one salesman behind the counter last week, and it’s stuck with me in such a way that I have to comment.

I was given a 190g Feu de Bois from a friend because I love the way her apartment smells and always comment, so Merry Christmas to me. These are expensive candles, and I consider them a luxury I can only afford on special occasions, or when lucky enough, I receive as a gift. Unfortunately, the candle suddenly went out one day, and the wick was gone under the wax. There’s 5/8” (or 15mm) left of wax (I only measured for this post). I figured that was it - until I mentioned it to my friend. She said take it in, tell them it was a gift, they should help you out.

Well I took it in, but help was not obtained. If anything, I felt dumb for even wasting my time. The salesman behind the counter said “Oh how sad, now did you read the instructions IN THE BOX?” “Yes.” He then said “Oh really? Because if you had, you would have read that when the wick curls, you are to hold the wick up until the wax holds it up. And if you did not do that, as it explains, then I’m afraid it’s on you. So sad. So close to the end. Nothing we can do,” in just the most patronizing tone. I furrowed my brow and said “But it went out mid-burn. And. There’s nothing that can be done?” “No nothing.” Did he think I was trying to pull one over? Or, what? I was so confused.

Now, I surely was NOT expecting a whole new 190g candle. I thought they might take this one, check it for some quality issue (??), but then give me like a small little tea size sample candle. Or, I don’t know what I was expecting. My friend told me to take it in, I took it in. I was definitely not expecting to be talked down to in this manner. Hold the wick vertical until the wax dries? What? I thought I had the basics - burn until there’s an even pool, trim the wick, recenter the wick maybe, don’t blow out the candle (use one of the diptyque snuffers or medal medallions that cap the candle). But hold the wick straight up until the wax re-hardens? What? My candle went out mid-burn, and again, what? Was this guy trolling me?

I was so confused and taken aback, I left. I was going to buy a new candle as well (my splurge) - but after that, why would I ever buy something from this place?

Other locations (Columbus Circle), I’ve had a lovely experience, with incredibly attentive and helpful staff. I don’t know what they would’ve done in this case, but I don’t think they would’ve been as patronizing as the salesman at this location. This location - maybe avoid if you’re not of the...

The staff were very unprofessional, rude, and inexperienced. I went to get a birthday gift and asked them about what is a good gift. They immediately jumped to the room sprays and when i said that the individual was not interested in room sprays they insisted that it was the perfect gift. I felt they just insisted for commission. I then asked them if they had diffuser that were not the hourglass diffuser and if they had the wall diffuser. They said they did not have it but do have an electric plug (which is the same no?). So i asked what fragrances they had available for the electric diffuser and they said they do not know (what?). I asked if they could check and they said sorry they dont have (without even checking inventory or even their phone). I then asked if they had any other fragrances for the solid perfumes and they said they do not. My friend asked how to use the solid perfume and the salewoman said “oh just leave it open and it’ll diffuse into the air”. This statement shocked me. You are telling customers that a solid perfume which should be applied to the skin should be just left open and diffuse in the air? So inexperienced of their own products. And before I left I overheard the other salesman tell another customer that to solve the greasy kitchen smell was to use WINDEX because none of the products will get rid of the scent?!?!?? This is horrible customer service and the staff are extremely unprofessional and rude.

tldr: Rude, inexperienced, unprofessional staff who do not even know their own products or even try to sell anything other than the room sprays. I HIGHLY recommend to go to ANY OTHER Diptyque boutique than this location because I highly enjoy...

5/24/2025 If I could give my experience at this store zero stars, I would. I came in to have a classic candle and perfume gift wrapped myself. Simple enough request and aware that this is a favor and having been a retail associate myself, I’m mindful of how I’m asking. Not for Alex, who seemed actively annoyed that I was even in the store. I left with a small gift bag that she had confirmed would fit the classic candle and hoped for the best. Spoiler: it wasn’t the right size. Dreading another encounter and her taking offense to me doubting her, I went back in just to clarify and Alex somehow managed to be even more miserable the second time around. Her response? “Go find another associate who can help you.” No accountability, no help, just attitude. Thankfully, Anna stepped in and immediately got me the right bag, proving it wasn’t a hard task just one Alex couldn’t be bothered to do.

So @ Alex: no need to be loud, wrong, and rude. If you’re not up for customer interactions for today, either call out or re-direct me to other associates; customers are not your punching bag for your bad day or life. And to Diptyque: if this is the in-store experience you’re offering in SoHo, maybe stick to e-commerce. I do all my gifting throughout the year with Diptyque, and I no longer want to be inconvenienced by this type of rudeness again. At least on the next block at Byredo, they know how to treat customers with...