Gosh I hope so. I just put myself in the original posters shoes, as I myself, will purposely avoid placing orders on luxe items due to just the POTENTIAL of mishaps. I hope it works out for her. Just crazy they won't just mail the dang gone strap and be done with it! If I have a mishap with mine, you all will be hearing about it! LolIt is a real shame for the OP and I'm sure it's one of the few unfortunate incidents that don't happen often. It's unfortunate the customer service agent was not more helpful. I've ordered from their online store a number of times over the years. Since finding my SA in London, I've mainly ordered through him unless they're out of stock at the store but he can still order from the warehouse in France for me (which is where stock from the online store comes from) and I've also ordered online directly from the website a few times in the last year and have never experienced any issues with the items I received.
I'm sure your order will be fine and meet the usual exacting high quality standards of Dior, don't worry
Dior Online horror experience - Need help!!
- Thread starter kozee
- Start date
I just went on trustpilot.com and read horrible reviews re dior.com. You are not alone. I didn't read thru all the reviews but perhaps if you do, maybe you can get info that may help you resolve this. These horrible reviews are RECENT. It may be worth you reading them hoping to get guidance. I ordered my Lady ABC in small yesterday with an expected date of Jan 9. Well it's Jan 7 and it has not been sent out yet so I'm not sure if it will arrive on time. I selected overnight delivery which happen to be complimentary so I did not have to pay extra for it.
Oh wow, I'm sorry this is happening - their response is inexcusable. I'm not sure what they think you'd gain by lying about the strap. It's not like LD micro straps are hot in the resale market. These bags are expensive and the customer service you receive should reflect that. I hope it works out with your CC company, but I'm sorry you have to go through this in the first place.
Agreed with the above poster, the OP’s incident is *hopefully* one of being routed to terrible customer service agents. I’ve ordered online from Dior multiple times and never had any issues, both with receiving my items and then if I happened to need to return them
What an awful experience. Sending you a replacement strap would be much cheaper than getting a charge back from the credit card company. Dior’s loss.
I already told their customer service that for a bag that is close to $4k, I want everything that comes with it. One of the CSAs that I spoke with even said “assuring ly” that it’s not difficult to replace the strap and not to worry.TBH these kinds of stories really piss me off! Even if the strap showed it was in the package on video, a company with great customer service would simply eat the loss and refund you for or send a new strap. Like imagine if this happened at Nordstrom - you’d already have a new strap at your door. Dior (and all LVMH companies) have so much freaking money in revenue, they can afford to take tiny hits like that. Obviously it’s different if we’re talking about a customer with a history of scammy behavior (which I’m sure you’re not!) but this is just bad business to me. I’ve always had great experiences with Dior online boutique, but this story would frankly make me think twice before buying again! I would keep fighting it! Good luck
And yes honestly I think any other luxury fashion house or Nordstrom would have either made a real attempt to find the strap, which was what I wanted originally… or have me return the bag and refunded me. Or exchanged it in good time instead of investigating for two weeks then insult me by suggesting I threw it away or was lying about it not being in the box.
Just very disappointing. I will never purchase anything from their online boutique again.
I asked the customer service manager if I can view the footage. She said it is an internal video and cannot be shared with me BUT she said if I want to challenge it with my credit card, they will send it as proof that they did pack it so it is not their fault and I am lying or whatever.
I was so angry at that response - I actually told her to be sure the phone conversation is being recorded.
I too film opening of luxury items and that is why I had the initial footage of me scrambling through the box, looking for the strap. I also film if I have to return an expensive item so they can’t say I missed out even a single tissue.
I actually do have video footage of me unboxing it. It was to be my Christmas present to myself.
But Dior disregarded my videos and only stuck to their guns that their warehouse video showed the strap wrapped in tissue and placed at the side of the box while the bag itself was in a dust bag in the middle. The bag was in the middle. Nothing at the side. And I asked - shouldn’t the strap be in a dust bag too? The manager just said well we have the warehouse video and the strap was packed so we are not sending you one or letting you return the bag.
Yes and it didn’t look like a very substantial strap from the online photos - in a cloud blue color - that can be used with other bags? There was absolutely no reason for me to try to “cheat” a strap out of them.
She said I needed to pay $200 plus for them to send me a replacement strap. I was like what the heck? I’m not paying Dior another red dime.
On top of that, I have to mail the original bag in sans strap as a repair - have them inspect it, before they can assign a strap and have me pay the extra $200+ price which they will finalize later. Could be more
Glad that worked out for you. Dior would have said that you kissed the scarf with your brightest red lipstick.Thanks, all sorted, and a long time ago (you should see me inspect nowIt ended up being the last one in that cw by the time I went to exchange, but they dry-cleaned it for free and the mark came out.
Is this their exact words? Because to me, 'at the side of the box' does not mean inside the box beside the bag. I agree though that it's strange how they can be so certain that it was definitely put inside the box by video recording. Just checking that you've turned the packaging inside out and can confirm this with customer service to be absolutely adamant that you checked everywhere?
It is a shame because for such a big brand company, why would a customer be trying to claim an extra strap just because when they've already paid for the bag? Like @papertiger said, they have enough revenue that sending a replacement strap wouldn't put them out of pocket. As an example, I lost my favourite pair of Dior Cannage sunglasses at the Porsche museum in Stuttgart, it must have accidentally fallen off without me realising and even after retracing my steps around the entire museum I couldn't find it again. I think another visitor found them and took them, but I called Stuttgart customer service on my UK mobile number (I get free calls and data within the EU) and gave them my number to call back, although I apologised for them having to call me back long distance once they had checked with the cleaners and reception staff. The customer service agent told me, 'trust me, the international call won't be an issue'.
I agree though, return to the credit card company and explain the situation, that it's not as described because it's a long distance purchase and you've got a certain level of guarantee with items not purchased in person. Also go back to customer service and insist on seeing the video recording yourself after checking the box and turning it upside down to explain that you've checked all contents of the parcel thoroughly and that the strap definitely hasn't been included so you'd like to see the evidence that proves the strap was included in your parcel. Otherwise they are selling you an item not as described and you are due a full refund. In those instances, them sending you a replacement strap will cost less.
It is definitely separate, all online orders are handled via the warehouse in France.
I've already got this habit ingrained in me from living in Hong Kong for many years! Even when I'm told it's a brand new item from their stock in the back room, I still check it thoroughly, but I'm lucky that even though I don't have a Dior store near me in Edinburgh, my SA in London checks everything for me before packaging it and putting it through. He managed to find a massive hole in a Cruise 2022 skirt I wanted in time when he was getting it ready to be packaged before I paid for it! He even put one of my orders through the French warehouse because the hardware on the bag did not meet his standards so I could get a better one
My first call to CS - they asked that I remove and flatten every piece of tissue in the box. This was before they checked the warehouse video footage. Hi
I filmed the whole process of checking the entire box and all the tissues and sent the Dior CS that video. But as with the first unboxing video, they considered it voided when they reviewed their warehouse video. The manager’s almost exact words were - our warehouse video showed that the strap, wrapped in tissue, was placed in the white box along the side, and the bag was in the dust bag in the middle. Why would they shove the strap at the side of the white box? I’m still fuming at that conversation.
Oh you definitely want to video your unboxing from opening the shipping box onwards.
The Dior CS manager said well if it was taken during the delivery process it is not their fault as “our warehouse video clearly shows the strap was packed in the white box”. She kept repeating that same phrase like she was reading from a script. I was really infuriated. As you mentioned, it’s not one of their pricey straps. It is a strap for a MICRO bag. What other use would I have for it.
My other thought was somone returned the bag without the strap and they just re-sent it to me without checking during the Christmas rush.
But to also suggest that if somone took the strap in transit, it is not their fault? Which luxury brand says that???
Also the shipping box was immaculate and sealed. I also told the manager that.
Ohh ok I will check out trustpilot.
I am also sending correspondence to the LVMH corporate office. I am that mad, I’m sending snail mail.
It has effectively ruined my Christmas and New Year - but til that last call from the rude manager on 6 Jan, I was still convinced that a large, reputable company like Dior would do the right thing. Unfortunately not.
And yes I don’t know why they think I would need or want to cheat a micro bag strap from them!!