**updated resolution** My (potential) breakup with Dior
- Thread starter TraceySH
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So they've just admitted that their bag is s@#$ quality then.... Wow, I am so angry for you! That is absolutely disgraceful. I hope you're able to get a better outcome shortly as that shouldn't be their standard whatsoever.
I am going to ask for the right contact today when I go to LV. She will know what to do and will help. I am curious as to her opinion as well, I am sure she will be mortified. I didn’t want to write about this at all, I just didn’t think this would be the outcome. I love(d) dior and wouldn’t have ever written something like this, or even think I’d have the grounds to write it. At first I was just sure they’d be horrified and exchange. Asap. Then I was cajoled into the repair route. Ok fine. And now this - throw it away or beg us to make an exception to repair?
And you’re exactly right. Exactly right. I didn’t take a knife to the bag and cut through the middle! They are saying, our bags are not repairable. If “something” happens, leather split open when it was pulled cuz it was so thin, or whatever! A new bag is not repairable and worthless.
Yes, I had a great experience with them. They're super friendly and do great work. It's definitely worth a look!
So sorry that happened...
This is so unfortunate...I started my high end journey with Dior and customer service was one of their strong suits. I had not purchased any bags for quite some time and just recently bought the small macrocannage Caro also with ruthenium hw! ( probably one and done now)
I almost bought it online but after reading about recent horror stories went through CS who connected me with one of the boutiques. The SA who reached out was OK...my bag was fine but without any protective coverings on chains or hw though I was told it was brand new.
The whole process seemed less personal and more transactional then a few years ago..
Reading your story makes me wonder if the customer service style has changed...Hope you get a favorable resolution...
This is so unfortunate...I started my high end journey with Dior and customer service was one of their strong suits. I had not purchased any bags for quite some time and just recently bought the small macrocannage Caro also with ruthenium hw! ( probably one and done now)
I almost bought it online but after reading about recent horror stories went through CS who connected me with one of the boutiques. The SA who reached out was OK...my bag was fine but without any protective coverings on chains or hw though I was told it was brand new.
The whole process seemed less personal and more transactional then a few years ago..
Reading your story makes me wonder if the customer service style has changed...Hope you get a favorable resolution...
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Unfortunately the new normal seems to be fashion houses chasing the fast fashion model but at eye watering markups. No in house ateliers for repair services and cheaper and cheaper materials.
Not related to bags but I was left sorely disappointed by the RTW that I tried on on my last two visits.
Not related to bags but I was left sorely disappointed by the RTW that I tried on on my last two visits.
Wow! I am so sorry tk hear you are gling through this, as I can vouch for how loyal a customer you are cinsidering all your purhases amd generally positive reviews you’ve shared here at the forum.
When I purchased my OG style Lady Dior (w zippered top) many years ago, I remember the SA saying that if my bag ever needs re-quilting, I could bring it back and they will send to France….and she showed me a bag that a client brought earlier that day (which i think was from the 90s)… I suppose they no longer provide this service? That’s a shame…
When I purchased my OG style Lady Dior (w zippered top) many years ago, I remember the SA saying that if my bag ever needs re-quilting, I could bring it back and they will send to France….and she showed me a bag that a client brought earlier that day (which i think was from the 90s)… I suppose they no longer provide this service? That’s a shame…
To OP I would continue seeking a positive outcome from Dior but I was also going to suggest Rago brothers in the event it can’t be fixed or is fixed but not to your liking. You can always send photos to Rago for an estimate. So sorry. If the outcome isn’t satisfactory I’d prob stop shopping Dior all together as you suggested. Really disappointing.
You need to insist on a refund. Make a stink. File BBB complaints. Escalate this. It's the principal. You'd get better quality/service with a $500 coach bag. Suggesting you "discard" the bag is ridiculous. After that, I'd be too disgusted to want a repair.
Wow this is shockingly horrible customer service. While I would hope any luxury brand would treat all paying customers well let's be real...someone with a six figure yearly spend should absolutely be given better treatment. What a horrible business decision to risk your loyalty to the brand like that! Ugh. Really hope another poster who commented that luxury brands are beginning to adopt a fast-fashion model/approach isn't true...but it sure feels that way sometimes 
Shows how little they care for their customers - this is shocking treatment. I’m not sure of the consumer rules in your country but here the consumer has a right to expect a product is useable/ will work for a certain time after purchase and the store can be forced to give a refund.Maybe look into Fair trading rules etc and tell Dior you will be getting them involved. I’ve given up LV because the quaility has taken a nose dive while the price soars.
I agree about the RTW...I don't understand the direction the designs are going in. Maybe I am just to old or know the difference w/ quality, but they are sorely lacking in innovation, quality and sophistication. Actually lacking in creativity as well.
Wow! 
I bought and returned this bag a couple of times and eventually gave up on it. Something always seemed off. My gut must have been warning me of the issues down the line.
Not gonna lie, I would be too scared to use it even if they fixed that area. Seems like a fundamental design flaw - the leather is too thin for how puffy the quilts are (and how much the leather is stretched when you press on those quilts).
I bought and returned this bag a couple of times and eventually gave up on it. Something always seemed off. My gut must have been warning me of the issues down the line.Not gonna lie, I would be too scared to use it even if they fixed that area. Seems like a fundamental design flaw - the leather is too thin for how puffy the quilts are (and how much the leather is stretched when you press on those quilts).