Updated - Another defective Dior bag…my brand new overseas purchase is broken, but I’m now back in the US - advice greatly appreciated.

[nycgirl79]

Hi everyone.
I just returned from Paris last night, and today, as I was excitedly taking some pictures of the beautiful new medium caro that my sister bought for me, I was horrified to find that my bag is broken. The little bracket/hook on the right side of the bag, which holds the chain/strap in place, has fallen off - rendering the bag basically useless. I immediately called Dior customer service, but was informed by the agent that, because my purchase was made overseas, she was unsure how this was going to work. I then called up the Dior store in Boston (the store closest to me, as I am currently residing in Rhode Island), and spoke with a very sympathetic manager, who requested photos, and promised to speak with her store manager to see what can be done. Has anyone ever encountered an issue like this, where the purchase was made in a country different from the one in which you reside? The bag was purchased less than a week ago, and I literally wore it for a few hours on Thursday, then a few hours on Friday. The email from Dior e-commerce alluded to an “assessment“ of the bag, but no assessment is needed to see that this brand new bag is clearly broken. It‘s extra frustrating, because had I still been in NY, I would have just hopped in a cab, gone to the closest boutique, and had it out there. I’m currently a 1.5 hour drive (and I don’t even drive!) from Boston, so this is an enormous inconvenience in many ways.

I apologize for the rambling, I’m just beyond upset, and shocked/disgusted with the quality of these “luxury” bags. My first Dior (a LD, purchased this past October) was also defective, and now this?!?! WTAF. If anyone has any experience with exchanging/returning an overseas purchase, I would really love to hear your story.

eta - sorry about the icky callous on my palm - I open a lot of seltzer bottles.

 

[880]

Hi everyone.
I just returned from Paris last night, and today, as I was excitedly taking some pictures of the beautiful new medium caro that my sister bought for me, I was horrified to find that my bag is broken. The little bracket/hook on the right side of the bag, which holds the chain/strap in place, has fallen off - rendering the bag basically useless. I immediately called Dior customer service, but was informed by the agent that, because my purchase was made overseas, she was unsure how this was going to work. I then called up the Dior store in Boston (the store closest to me, as I am currently residing in Rhode Island), and spoke with a very sympathetic manager, who requested photos, and promised to speak with her store manager to see what can be done. Has anyone ever encountered an issue like this, where the purchase was made in a country different from the one in which you reside? The bag was purchased less than a week ago, and I literally wore it for a few hours on Thursday, then a few hours on Friday. The email from Dior e-commerce alluded to an “assessment“ of the bag, but no assessment is needed to see that this brand new bag is clearly broken. It‘s extra frustrating, because had I still been in NY, I would have just hopped in a cab, gone to the closest boutique, and had it out there. I’m currently a 1.5 hour drive (and I don’t even drive!) from Boston, so this is an enormous inconvenience in many ways.

I apologize for the rambling, I’m just beyond upset, and shocked/disgusted with the quality of these “luxury” bags. My first Dior (a LD, purchased this past October) was also defective, and now this?!?! WTAF. If anyone has any experience with exchanging/returning an overseas purchase, I would really love to hear your story.

eta - sorry about the icky callous on my palm - I open a lot of seltzer bottles.
View attachment 5366319

View attachment 5366320

View attachment 5366321

View attachment 5366322

@TraceySH may be able to advise. She has a lot of experience with caro bags and has dealt with dior CS issues too

I am so sorry this happened to you

did you purchase with Amex? I find they are excellent and helpful

 

[nycgirl79]

@TraceySH may be able to advise. She has a lot of experience with caro bags and has dealt with dior CS issues too

I am so sorry this happened to you

did you purchase with Amex? I find they are excellent and helpful

Hi 880. Thank you, I just can’t believe it. The purchase was made with my sister’s chase sapphire preferred, and their purchase protection policy only offers $500 per item . My fingers are crossed that the Boston store will come through for me, and allow me to exchange this mess for a new one.

I did read TraceySH’s most recent experience - and I am admittedly fearful.

 

[880]

Hi 880. Thank you, I just can’t believe it. The purchase was made with my sister’s chase sapphire preferred, and their purchase protection policy only offers $500 per item . My fingers are crossed that the Boston store will come through for me, and allow me to exchange this mess for a new one.

I did read TraceySH’s most recent experience - and I am admittedly fearful.

I am so sorry. I have but dislike using chase sapphire preferred bc I can never seem to get a live person to help when needed.

 

[nycgirl79]

I am so sorry. I have but dislike using chase sapphire preferred bc I can never seem to get a live person to help when needed.

Thank you, your replies and advice are always, always appreciated, 880!
I don’t blame you for shying away from using the card - it’s immensely frustrating when you can’t get in touch with an actual person when you need help!

 

[880]

Have you tried to contact the Paris Flagship directly? It’s possible that they will be the ones to decide policy?

i believe e commerce is entirely separate; my SA once told me that the flagships have nothing to do with e-commerce.

 

[fibbi]

Sorry to hear that (yet another quality issue with Dior as seen here). Hope you are able to get a replacement .

 

[nycgirl79]

Sorry to hear that (yet another quality issue with Dior as seen here). Hope you are able to get a replacement .

Thank you, fibbi. I really hope so. You’re right - the number of recent threads citing quality issues is extremely concerning.

 

[papertiger]

So sorry that this happened, that's so annoying, disappointing and frustrating.

As for Dior CS, I cannot believe that in these days of Global transactions daily (if not minute by minute) that they cannot fathom an easy way to help you deal with Paris from whichever US store, Boston or otherwise. I wonder if someone in a Dior NY would be more knowledgeable(?).

I would definitely call/email whichever store in Paris (if you have the card from your SA). HQ, Rue Montaigne phone number is: +33 01 40 73 54 00

Don't take the word 'assessment' personally it's just generic. Of course you're 100% right, but on the other side of transaction of all luxury brands, everything takes a lot longer.

 

[nycgirl79]

So sorry that this happened, that's so annoying, disappointing and frustrating.

As for Dior CS, I cannot believe that in these days of Global transactions daily (if not minute by minute) that they cannot fathom an easy way to help you deal with Paris from whichever US store, Boston or otherwise. I wonder if someone in a Dior NY would be more knowledgeable(?).

I would definitely call/email whichever store in Paris (if you have the card from your SA). HQ, Rue Montaigne phone number is: +33 01 40 73 54 00

Don't take the word 'assessment' personally it's just generic. Of course you're 100% right, but on the other side of transaction of all luxury brands, everything takes a lot longer.

Thank you, papertiger. I appreciate you pointing out that the use of the term “assessment” is not personal - you are totally right. When I read the email from CS, I became even more distraught, and that word just really triggered me - I’ve read one too many stories of “assessments” done by the big houses, and most of them do not seem to end well for the customer. For a brand new bag that’s clearly defective, I admittedly expect an immediate exchange - to your point - regardless of where I’m located, vs. the continent/country/city of purchase. Thank you very much for the Montaigne phone number - tpf members are the best. I did just hear from my SA at the Rue Saint Honore store, and she said that she will speak to her manager and they’ll try to help as well. I just hate sitting idle, and not being able to get to the right answer immediately makes me nuts.

 

[nycgirl79]

Have you tried to contact the Paris Flagship directly? It’s possible that they will be the ones to decide policy?

i believe e commerce is entirely separate; my SA once told me that the flagships have nothing to do with e-commerce.

I did reach out to my SA at Rue Saint Honore, and she is speaking with the store manager there. I had googled “Dior customer service” earlier, and when they said that they were e-commere, I immediately thought of all the recent horror stories on this board. It’s a relief to know that the stores are completely separate, and hopefully the CS on the boutique end will continue to be positive…

 

[charlottawill]

I am so sorry. I have but dislike using chase sapphire preferred bc I can never seem to get a live person to help when needed.

In my 40+ years with Amex, you cannot go wrong with them when it comes to customer service. My daughter really pushes the Chase Sapphire card, but I'll stick with Amex. I always get a live person almost immediately. I have a backup Visa for the occasional times, especially when traveling, where Amex is not accepted.

 

[charlottawill]

@TraceySH may be able to advise. She has a lot of experience with caro bags and has dealt with dior CS issues too

I am so sorry this happened to you

did you purchase with Amex? I find they are excellent and helpful

Your cuff in the photo is stunning! May I ask who it is from?

 

[charlottawill]

Hi everyone.
I just returned from Paris last night, and today, as I was excitedly taking some pictures of the beautiful new medium caro that my sister bought for me, I was horrified to find that my bag is broken. The little bracket/hook on the right side of the bag, which holds the chain/strap in place, has fallen off - rendering the bag basically useless. I immediately called Dior customer service, but was informed by the agent that, because my purchase was made overseas, she was unsure how this was going to work. I then called up the Dior store in Boston (the store closest to me, as I am currently residing in Rhode Island), and spoke with a very sympathetic manager, who requested photos, and promised to speak with her store manager to see what can be done. Has anyone ever encountered an issue like this, where the purchase was made in a country different from the one in which you reside? The bag was purchased less than a week ago, and I literally wore it for a few hours on Thursday, then a few hours on Friday. The email from Dior e-commerce alluded to an “assessment“ of the bag, but no assessment is needed to see that this brand new bag is clearly broken. It‘s extra frustrating, because had I still been in NY, I would have just hopped in a cab, gone to the closest boutique, and had it out there. I’m currently a 1.5 hour drive (and I don’t even drive!) from Boston, so this is an enormous inconvenience in many ways.

I apologize for the rambling, I’m just beyond upset, and shocked/disgusted with the quality of these “luxury” bags. My first Dior (a LD, purchased this past October) was also defective, and now this?!?! WTAF. If anyone has any experience with exchanging/returning an overseas purchase, I would really love to hear your story.

eta - sorry about the icky callous on my palm - I open a lot of seltzer bottles.
View attachment 5366319

View attachment 5366320

View attachment 5366321

View attachment 5366322

I would be beside myself if that happened to me. If they care at all about repeat business they should replace it with no questions asked since the purchase was so recent. That clearly is a defect, not abuse. I hope you get a replacement, along with an apology, promptly. Fingers crossed for you!

 

[nycgirl79]

In my 40+ years with Amex, you cannot go wrong with them when it comes to customer service. My daughter really pushes the Chase Sapphire card, but I'll stick with Amex. I always get a live person almost immediately. I have a backup Visa for the occasional times, especially when traveling, where Amex is not accepted.

My Mother also swears by Amex’s customer service - you all have swayed me to look into getting a card, especially for frequent traveling. Thank you for sharing your experience!

I would be beside myself if that happened to me. If they care at all about repeat business they should replace it with no questions asked since the purchase was so recent. That clearly is a defect, not abuse. I hope you get a replacement, along with an apology, promptly. Fingers crossed for you!

Thank you so much for your kind words - I knew that tpf members would understand. It is unquestionably a defect, and I’m hoping that Dior will make it right. I actually just received a call from the lovely SA who has helped with all of my/the purchases, and she reassured me that they will be getting in touch with the Boston boutique to remedy the situation. Fingers crossed for sure. Thank you again, I appreciate everyone’s reply, and the moral support!