Please help - Dior customer service

[LuxeLlama]

Hi people, just asking for advice on what to do.
I bought a bag at a boutique for a special occasion, and took it back to the hotel. Upon relooking at the bag then I noticed a visible scratch on the strap. I took it back to the boutique the next morning and they took it back and said there was another in the same colour they can source from interstate and courier to me (I do not live in a city with a boutique so this is already a special trip for me).
Two days later I followd up via text and discovered that the bag they had thought existed was already sold and now they needed to request an overseas order. At this stage they were unable to give me a timing update.
I then requested another update two days later and I did not receive a response. I then contacted their customer service line who took down my details and said the boutique would contact me directly however it never did.
Today I texted again asking for an update and the SA said it would take time but she recommended we consider other bags. I am not keen on other designs currently and have no requested via text, a refund for defective goods. It has been two weeks since I handed back the damaged bag and I do not know what their decision will be. I am worried because this was meant to mark a special occasion and fear that it has been impacted now!

 

[Love Of My Life]

Since there are no bags that are of interest to you & Dior is in possession of your bag,
I'd ask for a full refund.
I know this bag was meant for a special occasion but if Dior is not addressing finding
you another bag, 2 weeks should be a sufficient amount of time to have done a world wide search
& answered you promptly, courteously & candidly.
In the event that Dior should not respond to your request in 24-48 hours, I'd file
a credit card dispute if that is how you paid for the bag.
Dior can't have your bag , tell you they are now requesting one from overseas with no follow up, JMO

 

[LuxeLlama]

Since there are no bags that are of interest to you & Dior is in possession of your bag,
I'd ask for a full refund.
I know this bag was meant for a special occasion but if Dior is not addressing finding
you another bag, 2 weeks should be a sufficient amount of time to have done a world wide search
& answered you promptly, courteously & candidly.
In the event that Dior should not respond to your request in 24-48 hours, I'd file
a credit card dispute if that is how you paid for the bag.
Dior can't have your bag , tell you they are now requesting one from overseas with no follow up, JMO

Many thanks. I know they have a strict returns/ refund policy but the SA who took the bag back (less than 24 hours within my purchase) and said that it was defective and they cant sell it anymore. I agree eith you that they are now holding my money without any clear answer on what they are doing with it.

Is there possibility they will reject request for a full refund now? Surely I cannot be pushed to buy another bag I do not want? It seems like they are encouraging that option to me.

 

[880]

n the event that Dior should not respond to your request in 24-48 hours, I'd file
a credit card dispute if that is how you paid for the bag.

+1

Is there possibility they will reject request for a full refund now? Surely I cannot be pushed to buy another bag I do not want? It seems like they are encouraging that option to me.

A well known client can get a full refund. They may push a new customer to get a store credit which is why I agree with @Love Of My Life to file a credit card dispute.

 

[LuxeLlama]

+1

A well known client can get a full refund. They may push a new customer to get a store credit which is why I agree with @Love Of My Life to file a credit card dispute.

Hmm I have previous bought shoes, aa wallet on chain, and in this transaction, also bought a scarf for the bag that never was lol. Obviously keeping the scarf. But I wouldn't say I aam a constant client. I have requested a refund. I will see what happens as I want to retain a positive interaction but also believe that I literally do not have the goods I paid for.

 

[Love Of My Life]

Hmm I have previous bought shoes, aa wallet on chain, and in this transaction, also bought a scarf for the bag that never was lol. Obviously keeping the scarf. But I wouldn't say I aam a constant client. I have requested a refund. I will see what happens as I want to retain a positive interaction but also believe that I literally do not have the goods I paid for.

The bag was defective, I'd be more concerned that DIOR would want to go above & beyond to keep
you as a client as well as your business, not the other way around & since the bag is in the possession
of Dior, think 48 hours is appropriate for a full refund. If not, I'd dispute the charge & go from there
What does your receipt say? If the SA told you the bag was not saleable, that's more than enough
to move forward. You don't need to pushed into a bag that you do not want & you will likely have
to be firm & insist upon that refund unless your receipt says otherwise. Be pro-active, IMO

 

[LuxeLlama]

The bag was defective, I'd be more concerned that DIOR would want to go above & beyond to keep
you as a client as well as your business, not the other way around & since the bag is in the possession
of Dior, think 48 hours is appropriate for a full refund. If not, I'd dispute the charge & go from there
What does your receipt say? If the SA told you the bag was not saleable, that's more than enough
to move forward. You don't need to pushed into a bag that you do not want & you will likely have
to be firm & insist upon that refund unless your receipt says otherwise. Be pro-active, IMO

Happy resolution to this - Dior provided a refund! While it is a shame as I really qanted that bag, it was not worth to wait without any certainty as to when etc. Many thanks for the moral support