**updated resolution** My (potential) breakup with Dior

[TraceySH]

A little background...as some of you know, the Caro has been one of my most favorite releases and bags for Dior in close to a decade. I ordered just about every color and every size of the Caro since it released. The macrocannage of course released last fall, and I loved it so much that I bought TWO of the large black w/ black ruthenium! TWO!! One to keep packaged and one to use, but to have a backup as I planned on using the first one as an everyday black bag. So when that one "wore" down, I'd have another. That's how much I loved that bag!

With Dior, just background there, easily a 6 figure per year client, steady, constant, large purchases. In some worlds, that would indicate at LEAST some deference when....something goes wrong. Now, things have gone wrong before, and my amazing amazing SA has always jumped in to help. But, this particular thing was out of his reach.

Let me also start by saying I have never had to send something off for repair. I have never scratched, ripped, broken or tore a handbag in my life. I take care of my things with impeccable precision.

Fast forward to taking out my large macrocannage black Caro, day 2...It was in the backseat of my car, I reached back to grab it, grabbed it with the body of the bag, not the handle, and this rip occurred. Until I saw underneath, with the stuffing coming out, I had no idea how thin and paper-like the leather was on top. REALLY thin, as in, OF COURSE this was going to happen thin, especially over these huge puffy stuffed quilts.

 

[TraceySH]

I returned the untouched bag for a refund (it was only 2 weeks since I'd bought it), and the other was sent off to Dior repair, 7 weeks ago approx. Yesterday I reached out to my SA regarding the status of repair (this was after they declined to exchange the bag or return for credit).

I received a call from the CD manager at Saks NYC.

His tone was snippy, condescending, rude and lacked any sort of courteousness. He relayed to me that Dior found no defect in the bag, that I "must have done something to it", and their recommendation was to "discard" the bag.

I was shocked. Discard a 5k bag?? DISCARD?? I said, what are my other choices, he said that they could possibly sew the leather together over the quilt, but there would be a visible seam. And that they would prefer not to do this, and would require high level approval because it would "not be to Dior's standards". And I said, what is my other choice, to which he said, "I already told you, to discard the bag". I said, so my choices are to beg Dior to fix with a seam in the middle, a twice used bag for someone who's never asked for anything before, never even sent anything from any brand off for repair, for a brand new bag, or THROW IT AWAY? He says "discard the bag, yes".

I said to him, several years ago, this would not have been the Dior I knew. The Dior I knew would have helped in any way they could, and been nice about it. Not this, encouraging me to just toss a bag. Moreover, he would know that this would mean the end of my patronization, and he didn't care. My poor SA is caught in the mix, his hands are tied, I feel awful for him. He knows me well, and knows I deserve a better outcome than this, but his hands are tied.

I will wait (I guess) to receive approval on fixing this abomination above, as opposed to "discarding" the bag, and move on.

I wanted to just throw this out there as a reference for all of you. I don't want to start a big sh**storm, but just posted this to inform.

The company has changed, and I am so sad about it.

 

[gail13]

I returned the untouched bag for a refund (it was only 2 weeks since I'd bought it), and the other was sent off to Dior repair, 7 weeks ago approx. Yesterday I reached out to my SA regarding the status of repair (this was after they declined to exchange the bag or return for credit).

I received a call from the CD manager at Saks NYC.

His tone was snippy, condescending, rude and lacked any sort of courteousness. He relayed to me that Dior found no defect in the bag, that I "must have done something to it", and their recommendation was to "discard" the bag.

I was shocked. Discard a 5k bag?? DISCARD?? I said, what are my other choices, he said that they could possibly sew the leather together over the quilt, but there would be a visible seam. And that they would prefer not to do this, and would require high level approval because it would "not be to Dior's standards". And I said, what is my other choice, to which he said, "I already told you, to discard the bag". I said, so my choices are to beg Dior to fix with a seam in the middle, a twice used bag for someone who's never asked for anything before, never even sent anything from any brand off for repair, for a brand new bag, or THROW IT AWAY? He says "discard the bag, yes".

I said to him, several years ago, this would not have been the Dior I knew. The Dior I knew would have helped in any way they could, and been nice about it. Not this, encouraging me to just toss a bag. Moreover, he would know that this would mean the end of my patronization, and he didn't care. My poor SA is caught in the mix, his hands are tied, I feel awful for him. He knows me well, and knows I deserve a better outcome than this, but his hands are tied.

I will wait (I guess) to receive approval on fixing this abomination above, as opposed to "discarding" the bag, and move on.

I wanted to just throw this out there as a reference for all of you. I don't want to start a big sh**storm, but just posted this to inform.

The company has changed, and I am so sad about it.

This is ridiculous and sounds very much like another brand out there with poor customer service. I'm sure you've thought of this, but I'm not sure Saks is the best with customer service and I would ask for someone within the CD company and send a letter. I have a feeling they won't sew a seam there as it would look ridiculous. For this manager to suggest you discard a bag of that value shows his level of care. Why are they so angry? I wonder if LS can help?

 

[TraceySH]

This is ridiculous and sounds very much like another brand out there with poor customer service. I'm sure you've thought of this, but I'm not sure Saks is the best with customer service and I would ask for someone within the CD company and send a letter. I have a feeling they won't sew a seam there as it would look ridiculous. For this manager to suggest you discard a bag of that value shows his level of care. Why are they so angry? I wonder if LS can help?

So this wasn't through Saks, it's the Dior Manager @ Saks...working with Dior mothership. The bag is at Dior repair center....he said their "investigation" resulted in their findings that this was not a defect and that Dior would neither offer a refund or a replacement. My interpretation was that he was delivering the outcome from Dior mothership, albeit snidely.

 

[880]

Thank you for sharing this! I am so appalled. (Also sorry for your SA whose hands are tied)

BTW, this has never happened to me, but I think I read somewhere on TPF that Amex or chase Sapphire does have some kind of protection for goods damaged within a certain time frame? Of course this will not fix your bag though. And, it’s outrageous that dior will not stand by their product.

please share what you end up doing with the bag! Hugs

 

[Deneuveness]

I am so, so sorry that this happened to you... I certainly would never buy another piece of Dior leather if I were you. I really do hope you can get this resolved - this is just unacceptable.

 

[3threebabies]

I am sorry you have such crappy options as a loyal customer with a new bag. Hopefully escalation will offer a better solution. If not, check with Rago Bros in NJ for a 2nd opinion. Often they are willing to try unconventional methods for repairs, and perhaps they could save her from being “discarded.”

Also, check with your credit card company for options with regard to the vendor not allowing for return.

 

[TraceySH]

Thank you for sharing this! I am so appalled. (Also sorry for your SA whose hands are tied)

BTW, this has never happened to me, but I think I read somewhere on TPF that Amex or chase Sapphire does have some kind of protection for goods damaged within a certain time frame? Of course this will not fix your bag though. And, it’s outrageous that dior will not stand by their product.

It's on my Saks card. I am sure by now long past the 90 days ...the store cards have great benefits but not great consumer protection. AMEX is amazing when it comes to things like this though...

You know, a few months ago, my Valentino SA, one of my most favorite people in the whole world, the NICEST person I think I've ever worked with, left V to go to Dior. She quit after a month, and, without disclosing too much, said the culture was the unhealthiest she'd ever experienced. She actually said she was surprised that I was such a good client at Dior, as she knows me well/ I tend to adhere to principles esp when it comes to treatment of these companies w/ their staff. I hate that I sort of dismissed her feedback at the time...as I'd not experienced anything that looked like that. But now...I am thinking...hmmmm.

 

[TraceySH]

I am sorry you have such crappy options as a loyal customer with a new bag. Hopefully escalation will offer a better solution. If not, check with Rago Bros in NJ for a 2nd opinion. Often they are willing to try unconventional methods for repairs, and perhaps they could save her from being “discarded.”

Also, check with your credit card company for options with regard to the vendor not allowing for return.

Thank you for the suggestion. For some reason, I was not given the option to have the "damaged" bag sent back to me to investigate other avenues for repair? That's kind of strange isn't it...interesting.

 

[TraceySH]

I am so, so sorry that this happened to you... I certainly would never buy another piece of Dior leather if I were you. I really do hope you can get this resolved - this is just unacceptable.

I agree, completely. It's a hard lesson to learn, but at the same time, I have other SA/ houses where the managers or store/ regional directors would NEVER let this happen to me. Keeping me as a client would be more important than losing me over this...

 

[3threebabies]

Thank you for the suggestion. For some reason, I was not given the option to have the "damaged" bag sent back to me to investigate other avenues for repair? That's kind of strange isn't it...interesting.

That is very strange and unseemly. I would tell Dior in no uncertain terms that you want your bag back if they do not give you a credit. They do not have the authorization to destroy your bag because they feel like it.

That sucks you used Saks card, but I get it. If you have other Cap1 cards perhaps it is worth escalating with them? You seem to have a pretty large annual spend, and I think banks would also be interested in maintaining your relationship.

 

[TraceySH]

That is very strange and unseemly. I would tell Dior in no uncertain terms that you want your bag back if they do not give you a credit. They do not have the authorization to destroy your bag because they feel like it.

That sucks you used Saks card, but I get it. If you have other Cap1 cards perhaps it is worth escalating with them? You seem to have a pretty large annual spend, and I think banks would also be interested in maintaining your relationship.

It makes me think that ...well...I wonder if they made it worse somehow or it tore even more...and they don't want me to see it...

I will call Cap 1 and ask. Thanks again for the suggestion. My gut tells me that since Dior did their "investigation", that the cc would go with whatever they say? Time to find out, regardless, even for good knowledge...

 

[880]

Perhaps a letter to SAKS, LvMH, and Dior re not only the bag but also the lack of courtesy posted on their respective instagram or other pages (I’m old so font know the internet avenues these companies now use)

 

[TraceySH]

Perhaps a letter to SAKS, LvMH, and Dior re not only the bag but also the lack of courtesy

Serendipitously, I am going in to see our regional mgr @ LV today....I will ask her...

 

[Mrs.Z]

I have no experience with this Company (Purse Rehab) but I’ve been following them for a long time on Instagram and they seem to do some amazing restorations, why don’t you at least get their opinion. Good luck!