Trudon Anmeldelser 

Ma bougie (coût d’achat proche des 100 €) a explosé dans ma cuisine en projetant des morceaux de verre.

En compensation de ce que Trudon considère comme un désagrément malgré les conséquences dramatiques qui auraient pu en découler, Trudon me propose un bon d’achat de 15% !

Où est la compensation puisque je dois acheter de nouveau pour compenser l’explosion de ma bougie ?

We were served by Zara after strolling into the shop to see what they had to offer. She explained all about their products, let us experience the scents, we felt no pressure to purchase anything. We did buy a box of sample perfumes and she gave us lots of extras, especially when she found out it was my birthday. Her customer service was excellent and made the experience of being in the shop really enjoyable.

Disappointed in their customer service and communication; I didn’t receive any emails with shipping or tracking information, even after I emailed them requesting that information. Plus I was offered a few choices of samples at checkout, but didn’t receive anything except the items I ordered. No samples, and no explanation for why they were missing. And I was really looking forward to trying out some new fragrances! I emailed to find out, and never received a reply.

Une bougie qui m'a été offerte a littéralement explosé dans ma cuisine, projetant du verre à plusieurs mètres et brûlant notre plan de travail. Cela aurait pu mettre le feu à l'appartement et blesser gravement quelqu'un : j'ai saisi le service client Trudon qui ne donne pas suite pour le moment, mais ces bougies mériteraient un rappel national, elles présentent un vrai danger pour la sécurité des foyers.

I was served by Patricia at Cire Trudon in Selfridges. She was passionate and knowledgeable about the brand and helped me in making my choices. Gorgeous products and wonderful customer service. Highly recommend.

Just as with others commenting here, five weeks after my order was placed, and despite multiple emails exchanged, my goods never materialised.

On the alleged second attempted delivery they were sent to the wrong customer who kindly contacted me - though just why are Trudon including personal customer details in their packing slips?!

This customer hasn’t received their items either but was told to return my box to Trudon and they’d immediately resend to me. They didn’t. They have no official complaints procedure and I’ve had to constantly chase them for information on the whereabouts of my order.

Interestingly I also had the supposed ‘free gift’ of matches with my order and perhaps that’s the issue with UK customs- so remove them, advise the customer and send the other goods though maybe also do your homework re free offers customers can’t actually have which is in itself unfair and misleading.

Trudon has had £190 of my money for over five weeks now and not a promise they made to resend my goods has ever happened. Had to raise a transaction dispute with my bank today.

Shocking service from a luxury brand and inexcusable customer service.
Avoid.

Awful customer service. They shipped my order with matches, which aren't accepted in to UK customs but didn't bother to inform me. I had to chase this up as my order was taking ages to arrive. They offered to eventually send a new order without the matches, but I never received any tracking link to a new order. I contacted customer services and they sent a blunt email informing they were working on it. By this point I was just sick of Trudon's rubbish customer service and asked for a refund. Still waiting on my refund as they ignore emails, essentially breaking UK consumer law.

Embarrassing customer service for a 'luxury' candle company. I'll stick to Diptyque going forward who are brilliant!!

Avoid Trudon.

Worst customer service I ever experience. Basically there is no customer service. Do not bother buying direct from Trudon. Loyalty points that doesn't exist. Displaying in CAD dollars but it's really all in USD. I will not be a returning customer. They should remove that a customer rep will answer your email in the next 48 hours which is completely BS. RUN AWAY!!!!

Trudon are scammers. The overcharged is by charging a customs fee, and then they didn’t label the box correctly as we got stung with a customs fee. They have not paid us back despite acknowledging their mistake. The candle also came damaged - candle was completely wobble (can fall out of the glass), chunks were missing and there was wax all over the glass on the outside. The packaging was also broken. Horrible customer service with no one responding to us.

I didn't receive my order after more than 30 days. The customer service didn't even try to find a solution.

Weirdly the first review I read on here of this company was pretty much exactly my experience. They took the money, then cancelled the order without telling me, and then eventually refunded me. Honestly, a rubbish service and experience. I won’t order direct again if I can avoid it.

très mauvais service client. Aucune réponse deux mois après avoir reçu le mauvais produit. A fuir!!

I am hoping somone from the company can help with my query as I am very unhappy with my first experience of buying directly from this website. I placed an order via the website which was accepted and I received a confirmation email (9/1). Payment was taken from my bank account on 10th Jan. I had not heard about my order being shipped for a few days so I decided to chase and contact the customer service team. On friday (14/1) I received a shipping confirmation email and confirmation via fedex only to receive an email from the customer service team a few minutes later saying they have cancelled my order due to a pricing "error" on their part. I was very surprised at this so decided to look at their terms and conditions as I recall seeing that an order can't be cancelled once entered into a contract and this also breaches Trudon's own terms and conditions [section 2.3 'Cancellation of the order' & 13 'Pre-Contractual Information']. As the order has been confirmed, shipping has also been confirmed and payment taken I believe this is a legally binding contract. Please can someone get in touch and help. I will be contacting my local Citizen's Advice Bureau for guidance on next steps.

EDIT: Customer service refused to send me my order. When requested to escalate to a manager no response received. Worst experience. Hopefully Trading Standards will look into this company's practices and how they treat customers.