Updated - Another defective Dior bag…my brand new overseas purchase is broken, but I’m now back in the US - advice greatly appreciated.
- Thread starter nycgirl79
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@charlottawill thank you 
absolutely agree with you re Amex. DH and I have been members since 1988
Fulco di Verdura first designed the Maltese cross cuff with Coco Chanel. The Maltese cross cuff today is produced by Verdura Belperron
@nycgirl79 , Amex points are great for travel and can be redeemed by travel agent for plane tickets and the like. We accumulated enough to try emirates first class a few months ago. We got chase sapphire bc someone told us it was great for travel, but like @charlottawill , we only use it when a vendor does not take Amex.
absolutely agree with you re Amex. DH and I have been members since 1988
Fulco di Verdura first designed the Maltese cross cuff with Coco Chanel. The Maltese cross cuff today is produced by Verdura Belperron
@nycgirl79 , Amex points are great for travel and can be redeemed by travel agent for plane tickets and the like. We accumulated enough to try emirates first class a few months ago. We got chase sapphire bc someone told us it was great for travel, but like @charlottawill , we only use it when a vendor does not take Amex.
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@charlottawill thank you
absolutely agree with you re Amex. DH and I have been members since 1988
Fulco di Verdura first designed the Maltese cross cuff with Coco Chanel. The Maltese cross cuff today is produced by Verdura Belperron
@nycgirl79 , Amex points are great for travel and can be redeemed by travel agent for plane tickets and the like. We accumulated enough to try emirates first class a few months ago. We got chase sapphire bc someone told us it was great for travel, but like @charlottawill , we only use it when a vendor does not take Amex.
That‘s amazing! We do all of our banking with Chase, so we’ve admittedly gotten pretty good customer service, but the extremely low amount of purchase protection that comes with the sapphire preferred is not helpful at times like these. We travel internationally every few months, so Amex does sound like a great option…
These brands are quite slow in producing responses for this. I hope that they decide this in your favour. I do think that the term "assessment" is fair (since a small handful of customers may try to scam the company, or be unreasonable and pretend actual wear and tear is the result of poor quality) although understandably it implies that the customer can be at fault, rather than immediate ownership of the responsibility of poor quality on the part of Dior, which is what this case appears to be.
Dior also has an international system where they can track proof of purchase for even overseas purchases. My SA showed me a record of all my Dior purchases from their company boutiques and concessions, ever! It included Rome and Monte Carlo. I couldn't believe it. He said they actually hire people in NY to merge account information when a customer has multiple profiles. They even have my purchases from 2008. Based on this system, they should have no problem offering you an international warranty on your new bag.
Thank you for weighing in, averagejoe. It’s so helpful, and much appreciated to hear from all of the experts on this forum.
That‘s wonderful to hear that Dior will be able to see the international purchase(s) in their system, because the e-commerce CS rep basically made it seem like I was SOL! The manager/supervisor from the Boston store contacted me today, and offered to have the bag sent away for a “complimentary repair”. I explained to her that given this is literally a brand new bag, I would appreciate a replacement. The idea of having a bag that I’ve owned for less than a week sent away for repair - for who knows how long - due to a manufacturers defect, is absurd to me. I can understand if I’d owned the bag for a month, a year, etc., but it legitimately broke after 4 days (a total of maybe 7 hours of being worn). While she ultimately agreed to a replacement, she informed me that this is a “huge accommodation“ seeing how they do not handle transactions made overseas. I’ll admit, it’s extremely unpleasant to be made to feel as if I’m being done a favor, when the $$$$ bag that I received is clearly defective. I understand that the purchase was made in France, but a Dior boutique should graciously handle any issue, regardless of which Dior boutique the item was purchased from. Sorry, totally went off on a tangent there, I‘m just not impressed/insulted/frustrated with how the US seems to handle issues. Had I noticed that the bag was broken when I was still in Paris, I have no doubt that the wonderful SA would have swapped it out for a new one immediately, without giving me an ounce of snark.
Thank you, Greentea. And seriously! Not a good look for Dior on the forum these days…
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100% agree, but sometimes I wonder if it’s new corporate policy in major premier designers, not just dior. I bought a dior jacket dress in Rome (I also own the jacket top, same line, from NY). the buttons on the top were covered cloth. The buttons on the dress were oversized plastic that strained the button holes. BC I am a regular RTW customer, NY agreed to replace the buttons, but it’s taking 4 plus months and counting Bc NY had to get oermission from Paris and get additional buttons sent.
i don’t think this is only dior. during covid I was waiting for my H SA when I heard someone ask if H Madison could repair a bracelet. He was asked where the bracelet was from. He said Rome. the H staffer actually said he would have to take it back to Rome, upon which he replied, you realize there is world wide pandemic that adversely affects travel right. I don’t think he was able to get it repaired. This is why I prefer not to ask for any accommodation that cannot be backed by a local SA.
Re: taking the H bracelet back to Rome - WOW. That’s going to take a minute for me to absorb - just wow. That’s disgraceful, and I feel terribly for that customer.
I guess I had naively assumed that given the exorbitant amounts of money we spend on these luxury goods, that the houses would stand behind their products with a bit more….more! You are a far more seasoned procurer than I, and I know that you have a great rapport with your NY SA’s, but how have you found the customer service to be overseas? As I mentioned in my previous post, I know that had I noticed the bag was broken when still in Paris, my SA would have unquestionably done an immediate replacement. I’m wondering if Boston was giving me pushback because the bag was not purchased in Boston? Or is CS just better overseas?
I think a store will tend to push back if the item does not originate with them. IDK for certain, but it sounds like Boston will have to give you one of their Caros that they could have sold to another customer. I have no idea how this will be made up, but I’m thinking some horse trading and a lot of emails will be involved. While I do think that your Paris SA would have accommodated you, I do think Dior is better at rewarding customers with swag rather than preventing or fixing issues. For example, when I bought the dress in Rome, they were lovely, but the garment lacked all of the necessary interior buttons for fastening (so i brought it back to have them sewn on). They did send me flowers (Dior can also see your worldwide history), but it would it been a two minute check to the garment before it was delivered. (Now that I reread my post, clearly I have a button issue lol) If I need adjustment, interim tailoring, or other issue resolved, I know from experience that i may not see the item until the following season (Or, like chanel alterations, (where the head tailor had to get permission to purchase extra matching fabric to alter a dropped waistband) I won’t be able to wear it until the next year).
ETA: given the issues you and many TPFers have had with dior bags, I would think hard before buying a dior bag, and I am not sure that I would have confidence in a replacement. As early as 1990, I did have to have hardware replaced in a chanel bag at least five times (almost every time I wore it) so I don’t think this is unique to dior. It’s just very sad given the prices.
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This is really helpful/good information to know - I’ve learned so much from the incredible members on this forum! I just can’t wrap my head around having a new item out of commission for months(+)!! Patience has never been a virtue of mine!
I hope you have your dress back, and that the buttons are what they should have been from the start!
I'm glad that they are replacing your bag for you. They could have done without telling you that it is such a huge accommodation, since all that would serve is make the experience less pleasant, not more. Nonetheless, it is nice that they are replacing a bag that was purchased overseas. Some brands don't offer to do this, so this is evidence of good after sales service.
This is really true. I think it costs them less to please the few clients who encounter issues than the produce the bags with higher standards.
This can hurt them in the long run. It can erode trust in the quality of the product. I assume most customers would rather receive a long-lasting quality product than great after-sales service to make up for poor craftsmanship.
That‘s awful, 880. Did Chanel ever acknowledge that there was clearly a quality/craftsmanship issue with your bag? It’s extremely sad, disappointing, and quite frankly unacceptable. As for buying Dior bags in the future, I am, sadly, in complete agreement with you. Their products are gorgeous, but the quality is seemingly not on par with the steep price tags.