Dior online customer service avoiding me, help !!!

[Put]

So to make the story short, and some of you may have seen my post about this lady dior order I bought a lady dior before christmas online (europe) And until today i have gone through an exchange and a return AND a whole new order. So this is the 3. Bag with quality issues. I have therefore refused to make a regular exchange again, as i want a manager or someone higher up to look at my case and assure me it wont happen again. But now it has been a week, and they are beginning to avoid me whenever i call. I keep asking them if my case really has been escalated to the manager team and they telling me yes but they cannot provide their manager email or name.
Today i insisted that they should respond to my email, and a guy i talked with before and actually the guy that made me make the 3. Order through phone with him wrote me a reply. And honestly, is this a joke?? He dont answer anything in my mail and even talk about a ring instead of a bag in the mail like do they care? Are they just copy pasting nonsens??

 

[hlzpenguin]

Are you able to contact them via phone and ensure they escalate to the manager over the phone?

 

[Put]

Are you able to contact them via phone and ensure they escalate to the manager over the phone?

I have been able to contact them via phone, but in the last days where i have asked them for more information about my case and asking for a manager they are beginning to cut of my calls. I dont know if they do it on purpose, but i need to call like 10 times before the call is not cutting off immediately and then i will need to listen to the waiting music and when i finally come through (the music stops and someone actually picking up the phone) i get cut of again.
I tried to call them again with unknown number and actually got through and this guy that have sent me the mail was on the line! He tried to explain that it was a mistake that he said “ring” instead of “bag”. And i just cant believe it. How are the two words close? And then he told me to hold on for a moment because he wanted to look at my case and i got the waiting music and then he cut me off the phone again. At this point i am feeling that they treat their customer very badly.

 

[hlzpenguin]

I have been able to contact them via phone, but in the last days where i have asked them for more information about my case and asking for a manager they are beginning to cut of my calls. I dont know if they do it on purpose, but i need to call like 10 times before the call is not cutting off immediately and then i will need to listen to the waiting music and when i finally come through (the music stops and someone actually picking up the phone) i get cut of again.
I tried to call them again with unknown number and actually got through and this guy that have sent me the mail was on the line! He tried to explain that it was a mistake that he said “ring” instead of “bag”. And i just cant believe it. How are the two words close? And then he told me to hold on for a moment because he wanted to look at my case and i got the waiting music and then he cut me off the phone again. At this point i am feeling that they treat their customer very badly.

Sorry to hear that. At this point, I would just have to keep calling until they can refund me .

 

[nycgirl79]

Ugh. I cannot believe you’re still having to deal with this. TBH, I would just return the bag, and get your money back - enough is enough already. I love my Dior pieces - and despite having had a few issues, I’ve received great support from my SA - but if I had encountered the issues and runaround that you've been given, I would be done. If you really want the bag, I would return the current one, get a refund, and repurchase in a boutique. I know that’s a huge hassle, given that there’s no boutique in your home country + the price increase, but sadly your experience is not uncommon with Dior online. It definitely seems like customer service is far superior in-store.

 

[Put]

Ugh. I cannot believe you’re still having to deal with this. TBH, I would just return the bag, and get your money back - enough is enough already. I love my Dior pieces - and despite having had a few issues, I’ve received great support from my SA - but if I had encountered the issues and runaround that you've been given, I would be done. If you really want the bag, I would return the current one, get a refund, and repurchase in a boutique. I know that’s a huge hassle, given that there’s no boutique in your home country + the price increase, but sadly your experience is not uncommon with Dior online. It definitely seems like customer service is far superior in-store.

No I can’t believe it either. And actually you are right. At this point i feel really mistreated by the CS, as if they are playing games with me.. so in the last few days whenever i talked with them and they cut me off the line, i was actually so so sad. But today i have told myself “hey .. wait .. why should you beg some CS people to make it right with such a big purchase? It should not be a problem at all in the first place”. The only thing that is holding me back and make me hesitate to make the return is the price increase. But i wonder to myself if 300eur is worth to be treated like that from CS, it is just too much right? The idea that i will wait to buy my lady dior in a boutique that will treat me nicely makes me happier at this point.

 

[nycgirl79]

No I can’t believe it either. And actually you are right. At this point i feel really mistreated by the CS, as if they are playing games with me.. so in the last few days whenever i talked with them and they cut me off the line, i was actually so so sad. But today i have told myself “hey .. wait .. why should you beg some CS people to make it right with such a big purchase? It should not be a problem at all in the first place”. The only thing that is holding me back and make me hesitate to make the return is the price increase. But i wonder to myself if 300eur is worth to be treated like that from CS, it is just too much right? The idea that i will wait to buy my lady dior in a boutique that will treat me nicely makes me happier at this point.

The way CS has treated you is unacceptable, and not indicative of the experience you should be receiving from Dior. While €300 is not a small amount of money to lose out on, the peace of mind you will get from inspecting a new bag in-store, and making sure that it’s perfect, is IMO, worth it.

When making a luxury purchase, you should also receive the entire experience that goes along with it. I know some people will disagree with that sentiment, but it’s fun to browse the beautiful boutique, hold, and inspect potential purchases, be treated nicely, and then toast your purchase with a glass of champagne! I would return the current bag ASAP (you don’t want to start butting up against any return windows), take a minute to get the bad taste of this experience out of your mouth, then book a flight to London/Paris/wherever and have the shopping excursion you deserve!

 

[Debbie65]

I have been able to contact them via phone, but in the last days where i have asked them for more information about my case and asking for a manager they are beginning to cut of my calls. I dont know if they do it on purpose, but i need to call like 10 times before the call is not cutting off immediately and then i will need to listen to the waiting music and when i finally come through (the music stops and someone actually picking up the phone) i get cut of again.
I tried to call them again with unknown number and actually got through and this guy that have sent me the mail was on the line! He tried to explain that it was a mistake that he said “ring” instead of “bag”. And i just cant believe it. How are the two words close? And then he told me to hold on for a moment because he wanted to look at my case and i got the waiting music and then he cut me off the phone again. At this point i am feeling that they treat their customer very badly.

Unbelievable but I do believe you! I am now concerned if you return the bag for a refund will they state it not returnable because it's damaged (eventhough THEY shipped it that way)! I just don't trust then at all and if you decide to get a refund OR do an exchange, I would want to speak to a manager for BOTH, in order to make sure you get what you want. Try making a new feed asking for an SA to a boutique you want to visit. Hopefully someone will supply their SA info for you. I'm going to text my SA today. He's in California in the USA but I'm going to tell him what happened to you to see if he has a contact for you in Paris. I don't know how fast he will reply, but what ever info he gives I will DM you on Purseforum with any info or advice he has. I found Dior.com reviews with people that had similar experience like yours, which makes me wonder now if this is some inside job. Like if a worker is taking your new bag and shipping out their used bag from home. There is just TOO many people with experience like yours! It could be multiple people doing switch outs. Sounds crazy but what they are doing is crazy so imo its believable! It's too early for me to text my SA but I will today and will ask him for HELP! Look at these reviews!

Dior.com is rated "Bad" with 1.6 / 5 on Trustpilot

Do you agree with Dior.com's TrustScore? Voice your opinion today and hear what 11,123 customers have already said.

www.trustpilot.com

 

[Put]

The way CS has treated you is unacceptable, and not indicative of the experience you should be receiving from Dior. While €300 is not a small amount of money to lose out on, the peace of mind you will get from inspecting a new bag in-store, and making sure that it’s perfect, is IMO, worth it.

When making a luxury purchase, you should also receive the entire experience that goes along with it. I know some people will disagree with that sentiment, but it’s fun to browse the beautiful boutique, hold, and inspect potential purchases, be treated nicely, and then toast your purchase with a glass of champagne! I would return the current bag ASAP (you don’t want to start butting up against any return windows), take a minute to get the bad taste of this experience out of your mouth, then book a flight to London/Paris/wherever and have the shopping excursion you deserve!

I agree that €300 is not a small amount. Like i could get a mitzah for the bag and more. I have not tried to contact the CS this whole weekend as it gets me in a bad mood to just think about how they act. I still have almost 3 weeks left to decide on my order. And i am really hoping and trying to wait for a manager to step in. Ughhh its so frustrating sometimes i just want to return the whole thing ASAP. And sometimes i have a little hope. I think i do need to find a SA in a boutique before visiting as it would be a huge bummer if they dont have the bag or etc etc ..

 

[Put]

Unbelievable but I do believe you! I am now concerned if you return the bag for a refund will they state it not returnable because it's damaged (eventhough THEY shipped it that way)! I just don't trust then at all and if you decide to get a refund OR do an exchange, I would want to speak to a manager for BOTH, in order to make sure you get what you want. Try making a new feed asking for an SA to a boutique you want to visit. Hopefully someone will supply their SA info for you. I'm going to text my SA today. He's in California in the USA but I'm going to tell him what happened to you to see if he has a contact for you in Paris. I don't know how fast he will reply, but what ever info he gives I will DM you on Purseforum with any info or advice he has. I found Dior.com reviews with people that had similar experience like yours, which makes me wonder now if this is some inside job. Like if a worker is taking your new bag and shipping out their used bag from home. There is just TOO many people with experience like yours! It could be multiple people doing switch outs. Sounds crazy but what they are doing is crazy so imo its believable! It's too early for me to text my SA but I will today and will ask him for HELP! Look at these reviews!

Dior.com is rated "Bad" with 1.6 / 5 on Trustpilot

Do you agree with Dior.com's TrustScore? Voice your opinion today and hear what 11,123 customers have already said.

www.trustpilot.com

Yes thats where I am right now, I do not trust them with my order. Whatever i do whether it is a return or an exchange i think i deserve to talk with a manager so they can handle it in a proper way. As CS are now playing games with me. Or it feels that way. Like i can’t ask for anybody anymore. They keep telling me “oh she/he is on another line” .Thank you so much for trying to help, i really appreciate you and the other members endless support for me in this messy case.
But yess i read the trustpilot reviews , what a horror!! Their facebook site reviews are also very weird. I do hope your SA can give me some advice, i will really appreciate that. Thank you again Debbie.

 

[Debbie65]

Yes thats where I am right now, I do not trust them with my order. Whatever i do whether it is a return or an exchange i think i deserve to talk with a manager so they can handle it in a proper way. As CS are now playing games with me. Or it feels that way. Like i can’t ask for anybody anymore. They keep telling me “oh she/he is on another line” .Thank you so much for trying to help, i really appreciate you and the other members endless support for me in this messy case.
But yess i read the trustpilot reviews , what a horror!! Their facebook site reviews are also very weird. I do hope your SA can give me some advice, i will really appreciate that. Thank you again Debbie.

You are so welcome! Uugh. CS is full of excuses and I truly believe they also are full of LIES at this point! Just 1 complaint like this on a Louis Vuitton order and it would be fixed IMMEDIATELY! You don't hear this crazy nonsense with LV. I'll keep you posted on what my Dior SA says!

 

[Debbie65]

You are so welcome! Uugh. CS is full of excuses and I truly believe they also are full of LIES at this point! Just 1 complaint like this on a Louis Vuitton order and it would be fixed IMMEDIATELY! You don't hear this crazy nonsense with LV. I'll keep you posted on what my Dior SA says!

I contacted my SA. He is off today but will be working tomorrow he said. Hopefully he will have some type of lead for you tomorrow.

 

[Debbie65]

Yes thats where I am right now, I do not trust them with my order. Whatever i do whether it is a return or an exchange i think i deserve to talk with a manager so they can handle it in a proper way. As CS are now playing games with me. Or it feels that way. Like i can’t ask for anybody anymore. They keep telling me “oh she/he is on another line” .Thank you so much for trying to help, i really appreciate you and the other members endless support for me in this messy case.
But yess i read the trustpilot reviews , what a horror!! Their facebook site reviews are also very weird. I do hope your SA can give me some advice, i will really appreciate that. Thank you again Debbie.

I just sent you a direct message thru Purseforum so check your messages. My SA hopefully can help you.

 

[ninecherries]

Are there any updates on your case? I hope you could find a sufficient solution with CS

 

[Put]

Are there any updates on your case? I hope you could find a sufficient solution with CS

I talked with CS and in the end they suggested me to write a letter to the head office in Paris. So I got an address and have now written a letter to them. And I can see that they already have received my letter on friday 27th.. So I am now waiting for them to get back to me. I do hope they will respect my wishes and reply me back before my exchange/return periord will expire which would be on 10th february. Thank you for asking