Dior Online horror experience - Need help!!

[MoreBirkins]

Just read through this thread and was amazed at all of the missing straps. It makes me wonder in the cases like Dior, which seems to be sending out quite a lot of bags w/o straps, if they ever look into issues in their warehouses. Perhaps the straps that are not getting packed are somehow being redirected. Maybe a strap is actually the hardest part to fake correctly/well? In the case of a designer chain strap, I would think that would be one of the most difficult and expensive parts for a counterfeiter to source.

 

[Dinky22]

Dior’s e-commerce is a hot mess! I finally received a call from the Manager, and she tried to make up for the ridiculous treatment I had previously been extended. Unfortunately, too little, too late. I will never again purchase from this brand.

They pulled my packaging video on an expedited basis and confirmed the strap was never included, and was apologetic I received a bag in the condition I received it. Great, but that doesn’t take back the fact that I had to literally fight tooth and nail for a good 5 days to get them to recognize their subpar product when I literally reported the issue within minutes of UPS delivering the package. That’s completely unacceptable!

Fast forward to yesterday, despite being told my return was being processed my account still says my return was rejected and I received an email without tracking claiming dior tried to deliver a box to my residence yesterday. They didn’t. I was here all day. Since they advised my return was accepted on Friday and someone “accidentally pressed the wrong button rejecting the return”, I am going to give them a few more days to get this right. If not, I will be calling right back again!

Truly disgusting experience.

 

[Dinky22]

Just read through this thread and was amazed at all of the missing straps. It makes me wonder in the cases like Dior, which seems to be sending out quite a lot of bags w/o straps, if they ever look into issues in their warehouses. Perhaps the straps that are not getting packed are somehow being redirected. Maybe a strap is actually the hardest part to fake correctly/well? In the case of a designer chain strap, I would think that would be one of the most difficult and expensive parts for a counterfeiter to source.

Initially, I thought of this same thing. However, it can also be ****ty quality control, as reflected in the poor condition some of the bags are also shipped. On my second call, the e-commerce representative argued that I received the strap I was claiming I was missing. I had to correct him, and point out that the bag comes with two straps. On a subsequent call, he then apologized claiming he wasn’t aware the micro djoy bag came with two straps (shoulder and crossbody). This may simply be a case of employees that aren’t educated on the products they are packaging, and may have internal incentives to reject returns.

 

[MoreBirkins]

Initially, I thought of this same thing. However, it can also be ****ty quality control, as reflected in the poor condition some of the bags are also shipped. On my second call, the e-commerce representative argued that I received the strap I was claiming I was missing. I had to correct him, and point out that the bag comes with two straps. On a subsequent call, he then apologized claiming he wasn’t aware the micro djoy bag came with two straps (shoulder and crossbody). This may simply be a case of employees that aren’t educated on the products they are packaging, and may have internal incentives to reject returns.

I hear you. Often warehouses are contracted in various states or countries and customer service is nowhere near. I have to believe it is not the intention of Dior Corporate to gain a reputation for poor customer service. So until some executive in corporate headquarters puts 2+2 together, both the warehouse and customer service may vehemently defend their empires. It is probably always a good idea to write a snail-mail letter, certified, if you really want to get their attention, to a named person in the executive office (unrelated to customer service) such as a Vice President of Operations or of the region. Possibly also their VP of global fraud/counterfeiting.

 

[QuelleFromage]

Initially, I thought of this same thing. However, it can also be ****ty quality control, as reflected in the poor condition some of the bags are also shipped. On my second call, the e-commerce representative argued that I received the strap I was claiming I was missing. I had to correct him, and point out that the bag comes with two straps. On a subsequent call, he then apologized claiming he wasn’t aware the micro djoy bag came with two straps (shoulder and crossbody). This may simply be a case of employees that aren’t educated on the products they are packaging, and may have internal incentives to reject returns.

So sorry you are dealing with this!
My guess would be that Dior outsources its customer service and you are talking to a person who knows the bare minimum about Dior...because they do not work for Dior. Usually these folks are covering more than one brand (although Dior is technically standalone, it's still an Arnault company) - or even several different companies at once (I know that Net-a-Porter shares its CS with at least one other luxury brand because I have actually spoken to the same person at different times!).

Really bad on Dior's part because normal (good) practice would be that an unhappy customer gets immediately routed to a brand specialist who DOES work for Dior.

 

[Dinky22]

So sorry you are dealing with this!
My guess would be that Dior outsources its customer service and you are talking to a person who knows the bare minimum about Dior...because they do not work for Dior. Usually these folks are covering more than one brand (although Dior is technically standalone, it's still an Arnault company) - or even several different companies at once (I know that Net-a-Porter shares its CS with at least one other luxury brand because I have actually spoken to the same person at different times!).

Really bad on Dior's part because normal (good) practice would be that an unhappy customer gets immediately routed to a brand specialist who DOES work for Dior.

It’s a mess, and I agree they really need to fix this issue with e-commerce. They are really doing a disservice to their brand, and tarnishing customer relationships.

 

[Loloe]

Can anyone help me or provide advice regarding a similar situation in the U.K. I bought the red patent mini lady Dior in August in Harrods and literally a week later before I even wore the item I noticed rippling under the leather to one side on the bag and crackling to the skin. I contacted them immediately and shared pictures. I dropped off the bag and it took over 2 months for them to assess. They are not offering a replacement or any compensation even though this happened literally a week after I bought it. Has anyone else experienced this treatment?

 

[Debbie65]

Can anyone help me or provide advice regarding a similar situation in the U.K. I bought the red patent mini lady Dior in August in Harrods and literally a week later before I even wore the item I noticed rippling under the leather to one side on the bag and crackling to the skin. I contacted them immediately and shared pictures. I dropped off the bag and it took over 2 months for them to assess. They are not offering a replacement or any compensation even though this happened literally a week after I bought it. Has anyone else experienced this treatment?

Gosh so sorry! Gosh the only thing I can suggest is to ASK for compensation or a replacement (whichever you want...perhaps shoot for replacement first) and don't take no as your answer. They aren't offering you a solution so you need to ask for it. You have to reach someone on top that can make it happen. I would ask to speak to a regional manager. What is Harrods return policy as 7 days is short. I know Dior purchased inside the boutique here in California is a final sale but an online order is 30 days. What is Harrods? Sorry you're going thru this.

 

[daisygrl]

Gosh so sorry! Gosh the only thing I can suggest is to ASK for compensation or a replacement (whichever you want...perhaps shoot for replacement first) and don't take no as your answer. They aren't offering you a solution so you need to ask for it. You have to reach someone on top that can make it happen. I would ask to speak to a regional manager. What is Harrods return policy as 7 days is short. I know Dior purchased inside the boutique here in California is a final sale but an online order is 30 days. What is Harrods? Sorry you're going thru this.

I would like to correct that Dior purchased inside the boutique in CA is not final sale. It has a 30 day return/refund policy just like the online (in case someone is interested in buying in CA).

 

[Debbie65]

I would like to correct that Dior purchased inside the boutique in CA is not final sale. It has a 30 day return/refund policy just like the online (in case someone is interested in buying in CA).

Oh has that changed? I was always told items purchased inside the boutique is final, it even says on the receipt. This is South Coast Plaza. We'll if it has that's awesome! I won't have that stress over me anyone. I just bought a charm at the San Diego location about 4 months ago for my ABC bag and it did not change.

 

[bordeauxH]

Can anyone help me or provide advice regarding a similar situation in the U.K. I bought the red patent mini lady Dior in August in Harrods and literally a week later before I even wore the item I noticed rippling under the leather to one side on the bag and crackling to the skin. I contacted them immediately and shared pictures. I dropped off the bag and it took over 2 months for them to assess. They are not offering a replacement or any compensation even though this happened literally a week after I bought it. Has anyone else experienced this treatment?

Ugh I'm so sorry to hear that! That's why I've stopped buying anything from Dior- quality issues and terrible customer service What did they say? I had a lady dior (which I sold!) which had a loose stitch on the strap after just one day

 

[Loloe]

Gosh so sorry! Gosh the only thing I can suggest is to ASK for compensation or a replacement (whichever you want...perhaps shoot for replacement first) and don't take no as your answer. They aren't offering you a solution so you need to ask for it. You have to reach someone on top that can make it happen. I would ask to speak to a regional manager. What is Harrods return policy as 7 days is short. I know Dior purchased inside the boutique here in California is a final sale but an online order is 30 days. What is Harrods? Sorry you're going thru this.

I’ve been quite adamant in my request for a replacement but they have rejected. I’ve asked for this to be escalated to seniors too but I’m being told the decision is coming from above. Their returns policy is 14 days but I notified them of the issue on day 9. Really didn’t expect this treatment for Dior

 

[Loloe]

Ugh I'm so sorry to hear that! That's why I've stopped buying anything from Dior- quality issues and terrible customer service What did they say? I had a lady dior (which I sold!) which had a loose stitch on the strap after just one day

I don’t think I’ll ever buy from them ever again! I’ve had better treatment at Zara. They said it’s not a “fault” and cannot accept the item back. But I would expect a £4000 bag to last longer than 9 days!

 

[Debbie65]

I’ve been quite adamant in my request for a replacement but they have rejected. I’ve asked for this to be escalated to seniors too but I’m being told the decision is coming from above. Their returns policy is 14 days but I notified them of the issue on day 9. Really didn’t expect this treatment for Dior

Wow. Uuugh. I've read some bad reviews on Dior.com here on purseforum and also on other sites. It's unbelievable that the same type of issues are STILL going on. Gosh I feel terrible for you. I heard of someone writing a letter to Dior headquarters re their "new" flaw bag they received. With lots of pushing and demanding she was able to return hers and purchase another but it was not easy. She stayed persistent. If i remember correctly it was after the letter she sent when she was notified. Calling customer service will only get you so far and although it's coming from the top...I bet it's not from headquarters. It's probably from their suoervisor,.which is not the top. Have you tried social media, like posting a complaint re your issue and asking for a reply. Do FB, IG and their Twitter. Post a complaint and send a message. I know it's a hassel, but if you don't mind getting on them and being persistent, maybe eventually someone will reply. No one wants negative press all on social media. I hope you get thru. Hearing this stuff stops me from ever ordering from them again. I only ordered once as I prefer to go into a boutique and do a visual myself. Thankfully I have 2 Dior Boutiques near me but this is so tacky of them! I hope someone here is able to help you.

 

[daisygrl]

Oh has that changed? I was always told items purchased inside the boutique is final, it even says on the receipt. This is South Coast Plaza. We'll if it has that's awesome! I won't have that stress over me anyone. I just bought a charm at the San Diego location about 4 months ago for my ABC bag and it did not change.

It has never changed. I bought my Mini Lady back in July of this year and returned it (one I returned for another color and the other one because the handles were wobbly). I had no issue. Last year I returned the small one (including charms) as I bought Chanel unexpectedly. This was all in SCP or Beverly Hills.