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

[TraceySH]

WELL HOLY CRAP YOU GUYS. This one is gonna blow your minds. Online sales & boutique sales are completely different. Online sales DOES have a customer relations dept. Guess what? STORES DO NOT. There is no dept in all of Dior worldwide that oversees the boutiques, or any customer service dept for escalation. Meaning, whatever is happening inside a store never makes it outside the store. That store manager or director report to NO ONE ABOVE THEM. So they can say, do, whatever they want, the buck stops there.

Online sales suggested I get my bag back ASAP to make sure they don't discard it, because again, there is no recourse if they do....

I think this pretty much solidifies my breakup going forward. If something goes wrong, we have no way to ensure it's fixed.

 

[TraceySH]

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).

EXACTLY. It was as thin as the rubber on a balloon. And it's calf not lamb even.

 

[Christofle]

WELL HOLY CRAP YOU GUYS. This one is gonna blow your minds. Online sales & boutique sales are completely different. Online sales DOES have a customer relations dept. Guess what? STORES DO NOT. There is no dept in all of Dior worldwide that oversees the boutiques, or any customer service dept for escalation. Meaning, whatever is happening inside a store never makes it outside the store. That store manager or director report to NO ONE ABOVE THEM. So they can say, do, whatever they want, the buck stops there.

Online sales suggested I get my bag back ASAP to make sure they don't discard it, because again, there is no recourse if they do....

I think this pretty much solidifies my breakup going forward. If something goes wrong, we have no way to ensure it's fixed.

Yeesh; not a good look for a heritage brand. Hopefully they realize the error of their ways and find you a solution pronto.

 

[TraceySH]

Yeesh; not a good look for a heritage brand. Hopefully they realize the error of their ways and find you a solution pronto.

I am at the mercy of the same store director that called me earlier today. There is no other way to escalate. Each store is its own universe - there is no hierarchy. Dior has no customer relations dept either.

 

[Christofle]

I am at the mercy of the same store director that called me earlier today. There is no other way to escalate. Each store is its own universe - there is no hierarchy. Dior has no customer relations dept either.

As someone else mentioned it might be worth trying to reach out to LVMH. Losing a customer with a serious profile is just bad business practice.

 

[A1aGypsy]

I’m just sitting here with my mouth open. I mean, just look at that poor quality. You must have done something to the bag? Like what, blow on it?

I don’t see how they cannot have a higher chain to deal with complaints. If you were to sue you wouldn’t sue the store. You would sue Dior. That has to be wrong.

Im just looking at the BBB for Dior and it seems as if they respond to complaints there. So they must have a customer service dept. I would try there.

 

[fantajisan]

I am at the mercy of the same store director that called me earlier today. There is no other way to escalate. Each store is its own universe - there is no hierarchy. Dior has no customer relations dept either.

I wonder if you can retrieve the bag and try a different store (if there are any other stores near you). If it's indeed up to each store director's discretion, they may be motivated to get your business.
However I agree with the people above, there has to be someone above Store Director. Maybe someone overseeing US or NA or West stores. Personally, I would check LinkedIn.

 

[TraceySH]

I’m just sitting here with my mouth open. I mean, just look at that poor quality. You must have done something to the bag? Like what, blow on it?

I don’t see how they cannot have a higher chain to deal with complaints. If you were to sue you wouldn’t sue the store. You would sue Dior. That has to be wrong.

Im just looking at the BBB for Dior and it seems as if they respond to complaints there. So they must have a customer service dept. I would try there.

Thank you, I will explore the BBB route, great ideas for that one...Someone, SOMEWHERE must see that?

 

[TraceySH]

I wonder if you can retrieve the bag and try a different store (if there are any other stores near you). If it's indeed up to each store director's discretion, they may be motivated to get your business.
However I agree with the people above, there has to be someone above Store Director. Maybe someone overseeing US or NA or West stores. Personally, I would check LinkedIn.

So the supervisor I spoke with for the online division, amazingly, said I could get the bag back and then go up THEIR chain b/c they could respond better. Interesting because I know there are complaints about CS from Dior.com, however, it does appear they at least have the tools to solve issues...

 

[chopchep]

OMG, I am so so so sorry this happens to you. I've always admired your collection and your loyalty to Dior. I really don't understand why they can be this ignorant. I really hope they make it right for you, you deserve better.
Let's talk about the quality. How can it get this bad? With the leather so thin, the bag will just fall apart on its own in no time. It does seem like the quality goes down as popularity goes up.

 

[3threebabies]

WELL HOLY CRAP YOU GUYS. This one is gonna blow your minds. Online sales & boutique sales are completely different. Online sales DOES have a customer relations dept. Guess what? STORES DO NOT. There is no dept in all of Dior worldwide that oversees the boutiques, or any customer service dept for escalation. Meaning, whatever is happening inside a store never makes it outside the store. That store manager or director report to NO ONE ABOVE THEM. So they can say, do, whatever they want, the buck stops there.

Online sales suggested I get my bag back ASAP to make sure they don't discard it, because again, there is no recourse if they do....

I think this pretty much solidifies my breakup going forward. If something goes wrong, we have no way to ensure it's fixed.

According to Dior job posting for Buckhead Boutique Manager, there is a Regional Director to whom manager reports. While there may not be a retail customer service department, any store manager or director has a supervisor unless it is a sole proprietorship or similar. As advised by pp, LinkedIn may be a good place to start. I would look for and email any senior level position that is separate from fragrance, beauty, etc. in their title. You have the upper hand as a loyal customer with extensive purchase history. It just may take some time and digging if you are so inclined.

Before Hudson Bay, Saks used to list Vice President General Managers by name on website. It appears they no longer do so, but [email protected] is listed for any questions or concerns. Though CD leases space in the Saks flagship, the GM will have some type of influence or information that could be of assistance especially with a big store spend. Even on Saks end your purchase history should be accessible both through the store card and Saks POS if sale was rung correctly. (At least I assume so. I have not purchased from a CD boutique within Saks, but LV. Gucci, and Chanel have all given me boutique and Saks receipts whether I used store card or a major credit card.)

 

[TraceySH]

OMG, I am so so so sorry this happens to you. I've always admired your collection and your loyalty to Dior. I really don't understand why they can be this ignorant. I really hope they make it right for you, you deserve better.
Let's talk about the quality. How can it get this bad? With the leather so thin, the bag will just fall apart on its own in no time. It does seem like the quality goes down as popularity goes up.

it's all about mass production...and profit profit profit ....

 

[TraceySH]

According to Dior job posting for Buckhead Boutique Manager, there is a Regional Director to whom manager reports. While there may not be a retail customer service department, any store manager or director has a supervisor unless it is a sole proprietorship or similar. As advised by pp, LinkedIn may be a good place to start. I would look for and email any senior level position that is separate from fragrance, beauty, etc. in their title. You have the upper hand as a loyal customer with extensive purchase history. It just may take some time and digging if you are so inclined.

Before Hudson Bay, Saks used to list Vice President General Managers by name on website. It appears they no longer do so, but [email protected] is listed for any questions or concerns. Though CD leases space in the Saks flagship, the GM will have some type of influence or information that could be of assistance especially with a big store spend. Even on Saks end your purchase history should be accessible both through the store card and Saks POS if sale was rung correctly. (At least I assume so. I have not purchased from a CD boutique within Saks, but LV. Gucci, and Chanel have all given me boutique and Saks receipts whether I used store card or a major credit card.)

You are an absolute GEM for taking the time to go through this!! I thought about Saks, I am diamond level or whatever is the highest level, so I wondered if THAT would also be another avenue?? I think there's some sort of hotline or something where I reach their high end customer service level. I forgot what it's called...something. I can find out. That might be a good place to also at least throw my concerns.

Dior, my SA said he is going to reach out to "regionals" ...I am pressing this issue, and bringing up all of everyone's points with my SA, and he seems to be understanding the broader picture here. I will ask if he might pass to me a contact for one of the "regionals".

I think the biggest things I've learned, regardless of the outcome here (hoping for a great outcome..and thanks to all who've chimed in with fantastic insight and ideas) are:

1) Dior cannot repair their own products
2) Dior does not have a customer relations department
3) Each store is a silo

If I apply the above to other brands I frequent, it would most definitely make me think twice about what/ how I buy, how I pay, and the questions I ask WHEN I purchase (repairs, warranty, aftercare and how customer service issues are solved). I've just never really...HAD to ask these things before. But I most certainly should be.

 

[LavenderIce]

Thank you for sharing your experience with us @TraceySH. I am shocked and disappointed at the treatment you are receiving. I have no other advise to give, but I'm sending you positive vibes that this gets resolved to your satisfaction.

 

[Tykhe]

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.

View attachment 5360096

Wow this is awful! But to be honest, the same thing happened to me when I purchased a black lamb skin lady dior about ten years ago. I wore it once and the leather ripped on the back. Maybe I was wearing a belt and it brushed against it? Either way, I was pretty upset and shelved the bag for ten years. Recently I took it back to the dior boutique in manhasset (where I purchased it) and they fixed it in about two weeks. I think they charged me 180$ for it.
Although I am glad they were able to fix it, I am never ever buying another leather dior bag.