Dior online customer service avoiding me, help !!!

[ninecherries]

Thank you for updating us Having to write a letter (like a physical letter and not an e-mail) seems a little odd to me I hope they get back to you very soon! Fingers crossed! Let us know what happens next if you’d like

 

[Put]

Thank you for updating us Having to write a letter (like a physical letter and not an e-mail) seems a little odd to me I hope they get back to you very soon! Fingers crossed! Let us know what happens next if you’d like

Yes ! I wrote a psysical letter to them and shipped it out with UPS, sounds so odd but I did it.

 

[Put]

Update:

Hey everybody that has been watching and rooting for me on my horrible case with online Dior. As of today, my refund is in process, and they told me that I could go to a boutique or online (which will not happen) and buy the bag again, and I will have to mail my receipt to them and they will refund me the price difference, because of the price increase I have asked them to email me exactly what they have told me, as I wont want any issues when the times come for me to buy my new bag.

I have also asked them how long I could wait to buy my new bag, as you guys know I dont have a Dior store in my country, so I would need to travel I have been wanting to go to Barcelona Spain or something .. like a small trip in Europe for my birthday in June, so I hope they will let me wait until then.

And so I just wanted to thank everybody for helping me through this nightmare! And for all the advice I received! You guys were really the only ones who truely understood me and supported me in this mess thank you thank you!!

 

[Debbie65]

Update:

Hey everybody that has been watching and rooting for me on my horrible case with online Dior. As of today, my refund is in process, and they told me that I could go to a boutique or online (which will not happen) and buy the bag again, and I will have to mail my receipt to them and they will refund me the price difference, because of the price increase I have asked them to email me exactly what they have told me, as I wont want any issues when the times come for me to buy my new bag.

I have also asked them how long I could wait to buy my new bag, as you guys know I dont have a Dior store in my country, so I would need to travel I have been wanting to go to Barcelona Spain or something .. like a small trip in Europe for my birthday in June, so I hope they will let me wait until then.

And so I just wanted to thank everybody for helping me through this nightmare! And for all the advice I received! You guys were really the only ones who truely understood me and supported me in this mess thank you thank you!!

Well thank GOD! Really! What a nightmare! I've never heard of ANY company (NONE) that messed up and dropped the ball so many times! Anyhow thank God you are getting a refund and that you are able to get your bag! Imo they need to pay for your ticket to Barcelona or wherever you travel too, as if they mailed you your bag in NEW perfect condition you wouldn't have to fly elsewhere. They won't do that, but they should! Lol. They should be honored you still want to do business with them. Lol. Good grief! I'm glad you asked for documention stating you will be honored the previous price before the price increase and, since you will be in Europe, Spain or there abouts, it should be cheaper to begin with...and even cheaper withbthe previous old price. Please get back to us with a pic of your bag! Enjoy your trip!

 

[Put]

Well thank GOD! Really! What a nightmare! I've never heard of ANY company (NONE) that messed up and dropped the ball so many times! Anyhow thank God you are getting a refund and that you are able to get your bag! Imo they need to pay for your ticket to Barcelona or wherever you travel too, as if they mailed you your bag in NEW perfect condition you wouldn't have to fly elsewhere. They won't do that, but they should! Lol. They should be honored you still want to do business with them. Lol. Good grief! I'm glad you asked for documention stating you will be honored the previous price before the price increase and, since you will be in Europe, Spain or there abouts, it should be cheaper to begin with...and even cheaper withbthe previous old price. Please get back to us with a pic of your bag! Enjoy your trip!

Yes thank God! Almost two month back and forth with online CS is finally over. I never experienced anything like that before. And until yesterday I was actually still not able to get in touch with any of the persons that told me to ask after them as they knew my case and could help me better. It seems like they have some people in the front to almost block you from coming through to the people that can do anything. Like they wil keep saying “oh she is not available” “maybe I can help you” or sometimes they would tell me that they will have that person call you back. And guess what it has never happened before.
But yesterday one of the two persons I have tried to reach out to and actually only 2 times got in contact to called me back. And yes I have called them every other day in almost two month and only two times I was lucky. Thats how bad the odds are!!
I also asked her if she knew anything about my letter to the head office as I never heard anything from them ever since. And she told me thats why she was calling me directly today as she got a note from them telling her to do that. Well ok so it got nothing to do with I called like 10 times to their i think head office switchboard number to get me transfered to a person rhat could somehow help me or telling me what was going on with my case.. but yes , I could go on and on with everything that happened.

But I do feel relieved now and I am looking forward to getting my new bag anytime soon from the boutique. Whether it will be me picking up the bag in the boutique or a mail order from a boutique. But i guess for now.. I would say .. not online ever again!

I will not forget to post a picture when I get my bag , thank you

 

[pinksandblues]

Yes thank God! Almost two month back and forth with online CS is finally over. I never experienced anything like that before. And until yesterday I was actually still not able to get in touch with any of the persons that told me to ask after them as they knew my case and could help me better. It seems like they have some people in the front to almost block you from coming through to the people that can do anything. Like they wil keep saying “oh she is not available” “maybe I can help you” or sometimes they would tell me that they will have that person call you back. And guess what it has never happened before.
But yesterday one of the two persons I have tried to reach out to and actually only 2 times got in contact to called me back. And yes I have called them every other day in almost two month and only two times I was lucky. Thats how bad the odds are!!
I also asked her if she knew anything about my letter to the head office as I never heard anything from them ever since. And she told me thats why she was calling me directly today as she got a note from them telling her to do that. Well ok so it got nothing to do with I called like 10 times to their i think head office switchboard number to get me transfered to a person rhat could somehow help me or telling me what was going on with my case.. but yes , I could go on and on with everything that happened.

But I do feel relieved now and I am looking forward to getting my new bag anytime soon from the boutique. Whether it will be me picking up the bag in the boutique or a mail order from a boutique. But i guess for now.. I would say .. not online ever again!

I will not forget to post a picture when I get my bag , thank you

Glad it all worked out. What an experience. But gosh, at this point I’d look at Chanel Kidding, kidding…

 

[Debbie65]

Glad it all worked out. What an experience. But gosh, at this point I’d look at Chanel Kidding, kidding…

She's gone thru too much to turn back now! Perhaps this will be her LAST Dior experience! Lol

 

[Put]

Glad it all worked out. What an experience. But gosh, at this point I’d look at Chanel Kidding, kidding…

Yes I am glad too ! I have not tried to get a Chanel bag yet, but I do have a specific style in mind that I am going to look for one day in the future, if my specific wish are even possible

 

[Put]

She's gone thru too much to turn back now! Perhaps this will be her LAST Dior experience! Lol

You are so right! Can’t and won’t give up after all this. Have to at least get my dream lady dior bag or all my effort would be in vain.

 

[Debbie65]

Yes I am glad too ! I have not tried to get a Chanel bag yet, but I do have a specific style in mind that I am going to look for one day in the future, if my specific wish are even possible

Maybe while you are on your trip, go check out Chanel! Prices will be the cheapest there and depending on the bag at Chanel, some of the bags there will be comparable to the price of the Dior ABC Bag. You may find you like the Chanel bag more then the ABC bag and if so, explain to Chanel to hold the bag, run to Dior, return the ABC and use that money towards the Chanel. Lol. Just a thought, as with Chanel, it may be now or never at their RIDICULOUS prices that have gone up I believe 2x a year! Or, get both bags! Hahaha! You'll be in the best country I believe to get either bag at their cheapest pricing!

 

[880]

If I faced these issues, I would look into a charge back. I would also not want to give such a company my hard earned patronage. however, i would under no circumstance buy a luxury purchase online, even if I had to do without, or wait to travel. Dior on line CS is known to be problematic, and my boutique has told me that the on line division and brick and mortar stores are entirely separate. JMO, and I hope this is resolved in a way that is acceptable.

 

[Put]

UPDATE 22/02/23

I know I know, this case should have been closed and done by now. But guess what, so remember that I talked to Dior customer service it was Indy who helped me through this, and I got her to write me an email stating that I could go to the boutique or online and buy my lady dior and then send them the receipt, and I would get a refund for the price difference that had happened since I bought the bag. I was quite happy with this deal.

BUT today they called me, and this time it was another person.. Lorenzo or something like that, he told me that I now MUST BUY ONLINE through them again to get the refund for the price difference. And I immediately told him I wanted to speak with Indy, and he then told me "oh she does not work at Dior anymore". I was so furious and asked him whether he has seen the email that she sent to me? And he kept saying that "oh it must be a misunderstanding, you cannot go to the boutique as they can NOT HELP YOU".

I then qustioned the whole situation and asked him if the head office has received my letter? And what was their reply? And he told me "oh they have seen your letter, and they have taken pictures of your letter and sent to us (online customer service). I was so damn mad!!!!!! Like what on earth? So am I understanding this right? Online customer service told me that they could not help me anymore for like one month ago, and told me to write to their head office as they would take care of my case in the future. AND then the only thing the head office did with my complain was to take pictures of my letter without saying anything and sent the pictures to the online customer service to contact me? Like did my letter just go on a round trip??? I then kept asking if there was a note or what did the head office tell him or his department exactly. But he refused to answer and told me something between the lines that they would say the same as him. And I told him that I now need a reply from the head office, because I do not trust him or anybody at online customer service anymore. Like how convenient that this Indy does not work there anymore? And to be honest his voice sounded like this rude person i have talked to before, but now just a new name.. but I hope that is not the case and it is just me being very mad at the moment.
He then told me that he would tell the head office to sent me a letter back, because I was so mad and did not trust a word he was saying.. But I do not know if they are going to do that, as why have they not getting back to me in the first place?

Sorry for this long post, I am soooo frustrated

 

[Put]

I have attached a picture of the email that I got from CS to confirm what they told me over the phone. And now they are saying this is a misunderstanding. How? I think the email says clearly what I am allowed too buy it in the boutique !

 

[jess236]

Honestly, at this point, I would just get the refund and move on. Why do you want the aggravation?

 

[Debbie65]

I have attached a picture of the email that I got from CS to confirm what they told me over the phone. And now they are saying this is a misunderstanding. How? I think the email says clearly what I am allowed too buy it in the boutique !

View attachment 5723914

Wow! Just RIDICULOUS! OH MY GOOOSSSHHH! I can't believe this! Dior.com sucks! This letter states what was agreed so there is no misunderstanding. You need to be able to speak to someone in corporate but I'm not sure how. Have you tried going to Dior's Instagram or Twitter, Facebook, etc and just blowing up their feed with your situation? Just copy and paste what you wrote here and include the letter re getting your price adjustment and how now you are being told you have to order from them again but you tried it 3 or 4x already and each bag was damaged so why would they expect you to trust them to ship a perfect bag to you? Someone will respond to that as they will not want the negative publicity all over social media. I know it sucks with the price increase but at this point I would mail the damaged bag back to get your refund and go on your trip to buy in person. Also I would be leary at the same time as I don't trust them not to give you a hard time about the damaged bag they sent you. If you go to Europe you'll be purchasing the bag at the best price. I wish I had some contacts for you. The only thing I can think of is going to Diors social media and let them know you are denied speaking to a manager re your solution and you have been working on getting a replacement bag for the 3 or 4 damaged bags they keep sending you, therefore the only way you feel you can get around the awful customer service is to reach out to them on social media. I would mention the people by name that "helped" you as they didn't follow thru. I know Dior.com is different then the boutiques but they have to work together somehow. I'm sure SOMEONE is able to step in. I'm just wondering if something shadey is going on at Dior.com as they sent you 3 or 4 damaged bags! Are these employees damaged bags and they kept your order? Just saying as this case is so bizzare! I ordered once from them and had no issue however I won't risk it again. What a headache! Are you going to try reaching them on social media? I would post it on their feed and also DM them as well. Uuugh so sorry!