Negative experience ordering from Dior online

[tiblua]

Hi everyone,

I had a pretty disheartening experience ordering from Dior online yesterday and today.
I have been thinking for ages about buying a Lady Dior Medium in ultra-matte (black). Well, yesterday, I finally pulled the trigger, and ordered it along with a beautiful floral twilly.

The bag arrived today and I have to say I'm disappointed. The bag itself is a beauty. But they make a big thing on their website about luxury packaging, boxes and silk ribbons, and how the order will be packed with utmost care, but the bag turned up today in a box that was too small for it, and they also did not include a shoulder strap for the bag. The box is also the same kind i've received with fragrance and make-up orders, not the lovely patterned and embossed type I usually see with Dior handbags.

I immediately called customer service and they told me that the bag is not supposed to come with a strap, which I checked, and it most certainly is, but they'd already e-mailed me asking for photos by the time I went to call them back to tell them their mistake. I rang them again after I sent photos of everything that was received, and they said I may need to return the item, which to be honest is really not great especially since I have spent over 4,000 for these items.

Has anyone else experienced this kind of thing ordering from the Dior website? What do you all think the likelihood of me being able to sort this in-store will be?

TIA

Tibs x

 

[OCMomof3]

I have only had one interaction by phone with Dior. They were lovely to deal with and followed up by email promptly. My main issue is items showing as available on the website and then being canceled and refunded (experienced this twice). They wait a week to let you know that your order can't be fulfilled, which is a bummer. I'm sure that's not unique to Dior. I would attempt to solve this over the phone first, by requesting the proper box. They have a picture of what you received, correct? You are simply asking for packaging equivalent to what you would be given in boutique. See what they say, and good luck to you.

 

[averagejoe]

Hi everyone,

I had a pretty disheartening experience ordering from Dior online yesterday and today.
I have been thinking for ages about buying a Lady Dior Medium in ultra-matte (black). Well, yesterday, I finally pulled the trigger, and ordered it along with a beautiful floral twilly.

The bag arrived today and I have to say I'm disappointed. The bag itself is a beauty. But they make a big thing on their website about luxury packaging, boxes and silk ribbons, and how the order will be packed with utmost care, but the bag turned up today in a box that was too small for it, and they also did not include a shoulder strap for the bag. The box is also the same kind i've received with fragrance and make-up orders, not the lovely patterned and embossed type I usually see with Dior handbags.

I immediately called customer service and they told me that the bag is not supposed to come with a strap, which I checked, and it most certainly is, but they'd already e-mailed me asking for photos by the time I went to call them back to tell them their mistake. I rang them again after I sent photos of everything that was received, and they said I may need to return the item, which to be honest is really not great especially since I have spent over 4,000 for these items.

Has anyone else experienced this kind of thing ordering from the Dior website? What do you all think the likelihood of me being able to sort this in-store will be?

TIA

Tibs x

Sorry to hear this. It almost sounds like the bag was originally a returned item since the strap is normally stored inside the bag when shipped from the factory, so perhaps someone bought it, stole the strap, and returned it without a problem. This is unacceptable for a luxury purchase. If this was truly a returned item, then they should never have accepted it without the strap.

 

[hlzpenguin]

Sorry to hear this. It almost sounds like the bag was originally a returned item since the strap is normally stored inside the bag when shipped from the factory, so perhaps someone bought it, stole the strap, and returned it without a problem. This is unacceptable for a luxury purchase. If this was truly a returned item, then they should never have accepted it without the strap.

I might be off-topic but what you said makes me wonder how well the boutiques or online store inspect a returned item, like what if someone returns a super fake. :/

 

[averagejoe]

I might be off-topic but what you said makes me wonder how well the boutiques or online store inspect a returned item, like what if someone returns a super fake. :/

It makes me wonder, too. They are using new RFID and blockchain technologies, but it's still up to the SA to use the technology properly.

 

[tiblua]

Sorry to hear this. It almost sounds like the bag was originally a returned item since the strap is normally stored inside the bag when shipped from the factory, so perhaps someone bought it, stole the strap, and returned it without a problem. This is unacceptable for a luxury purchase. If this was truly a returned item, then they should never have accepted it without the strap.

Yeah I thought this too. I’m super sad because it’s my first BIG luxury purchase. I am going to speak to customer service today and see if they’ll let me bring it in to store today. I live near to Bond Street so it’s not hard for me to get there. Maybe they’ll let me exchange.

I’ll let you all know how I get on x

 

[tiblua]

An update on this: I called the boutique and they said I cannot bring it in for an exchange and they would not give me a strap - they called through to the online distribution team and told me I will need to return it for an exchange.

It also transpired that they did not include any return documentation in the box (!!), so I had to wait for that to arrive in my inbox and print it out.

the bag has been returned now but apparently it can take up to 30days to receive the exchanged item which I’m obviously really unhappy about.

honestly not sure what is going on at Dior but this is definitely the last time I order from them! Absolutely not what I expect from a luxury brand.

 

[880]

this is terrible; I’m making a mental note never to order from Dior.com. My Dior SA told me that the boutique literally cannot help bc ecommerce is a totally different business. I hope that Dior.com makes things right for you! Please keep us posted!

 

[mscupcake]

This is disheartening. I've had positive experiences on their site, but my purchases were in RTW and shoes. Thank you for sharing your experience--sorry you went through this!

 

[charlottawill]

I have only had one interaction by phone with Dior. They were lovely to deal with and followed up by email promptly. My main issue is items showing as available on the website and then being canceled and refunded (experienced this twice). They wait a week to let you know that your order can't be fulfilled, which is a bummer. I'm sure that's not unique to Dior. I would attempt to solve this over the phone first, by requesting the proper box. They have a picture of what you received, correct? You are simply asking for packaging equivalent to what you would be given in boutique. See what they say, and good luck to you.

I seem to be running into the same thing. I placed an order for a handbag a week ago and the status says "in preparation". I suspect I will be getting a message saying they can't fill the order.

 

[pinkorchid20]

I seem to be running into the same thing. I placed an order for a handbag a week ago and the status says "in preparation". I suspect I will be getting a message saying they can't fill the order.

Same happened to me last month. I understand they may want to pull stock from boutiques in case none are available at the distribution center. However, I would expect some proactive communication without me having to call 3 times. I still prefer purchasing online as that’s the only way for me to get my money back in case I change my mind (only store credit/exchange where I am).

 

[charlottawill]

Same happened to me last month. I understand they may want to pull stock from boutiques in case none are available at the distribution center. However, I would expect some proactive communication without me having to call 3 times. I still prefer purchasing online as that’s the only way for me to get my money back in case I change my mind (only store credit/exchange where I am).

From what a SA at my local boutique told me they and the online sales are entirely separate. If something is not in my local store she can check with other boutiques, but if it shows up online I have to order it myself. I feel bad doing this as she loses a commission that way. And I'd much rather deal with a SA in the event there is a problem. I believe my SA said the store has a 30 day refund policy. As mentioned here, if I receive something that is less than pristine I am returning.

 

[pinkorchid20]

From what a SA at my local boutique told me they and the online sales are entirely separate. If something is not in my local store she can check with other boutiques, but if it shows up online I have to order it myself. I feel bad doing this as she loses a commission that way. And I'd much rather deal with a SA in the event there is a problem. I believe my SA said the store has a 30 day refund policy. As mentioned here, if I receive something that is less than pristine I am returning.

Yes, that is true. But the other way round, the online store tries to get items from the local boutiques which is why my order got cancelled. The last store that had the bag available informed the online boutique that is was not in the condition to be sold to a customer, so after a week of back and forth the purchase was cancelled. Unfortunately Dior in Germany won’t offer refunds, so you have to be 100% certain before purchasing. I also prefer dealing with SAs but would always prefer getting my money back over a nice SA chat.

 

[tiblua]

Hi everyone!
Final update on this saga.
I received the replacement bag this morning after calling the customer service yesterday and giving them what for.

The bag is beautiful and was sent in the CORRECT packaging this time. The box is beautiful and the bag fits neatly inside. What a difference!
The replacement bag also has a strap

also, I noticed that the “new” bag has a tag on the inside, saying that it must be kept there if you want to return the bag, which the old one did NOT have. So, it makes me think that they are not checking these returns very well.

I have included a picture of the new bag, with the Mitzah, and a pic of the return tag which was not on the original bag.

Would love to know what you think of my new bag and how I have styled it with the scarf!

 

[papertiger]

Hi everyone!
Final update on this saga.
I received the replacement bag this morning after calling the customer service yesterday and giving them what for.

The bag is beautiful and was sent in the CORRECT packaging this time. The box is beautiful and the bag fits neatly inside. What a difference!
The replacement bag also has a strap

also, I noticed that the “new” bag has a tag on the inside, saying that it must be kept there if you want to return the bag, which the old one did NOT have. So, it makes me think that they are not checking these returns very well.

I have included a picture of the new bag, with the Mitzah, and a pic of the return tag which was not on the original bag.

Would love to know what you think of my new bag and how I have styled it with the scarf!




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So very pleased for you, the bag you now have is absolutely lovely.

I was very sorry to hear about your initial disappointment with dior.com, for that brand and at that price we should all expect perfection and nothing else. To hear they argued that the bag should have no strap and all the other nonsense, I am surprised but sadly not shocked.

I must say that all my experiences with dior.com (mostly just skincare, make-up and fashion jewellery) have been totally positive. I ordered in the time of full-on lockdown so could purchase no other way. I know purchasing is always a gamble, but digital purchases are actually easier for these houses. Every order should be triple-checked. I wonder if your initial order was tampered with(?)

It puzzles me why these brands demanding thousands of dollars/pounds/Euro etc cannot get their act together.