ComplaintsforChristian Dior, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whilst trying to make a return 2 days after a purchase i was told Im not allowed. Reasoning I was given that if a customer declined their personal information during a transaction, they return cannot be made. However, the sales associate that sold the item did not request such customer information or inform of this policy. I was simply checked out (like any normal person does we pay and leave ) and went on my way out of the store. The sales associate purposely failed to request customer information, knowing that if any of his customers come back to make a return, he can purposefully keep his commission and decline any refunds based on a technicality in the return policy . But this matter cannot fall on the customer , but shame on the employee for playing their customer and purposely not asking for client info so you can decline refunds and keep your commission. This is a very undetectable , easily over looked version of theft. Theft in any way shape or form is immoral and wrong. *** reached out kindly to dispute this matter a number of times, being told the manager will reach out but to no avail. And never does. I dont make a claim because I was the finances returned , I make a claim because its wrong to silently steal and manipulate customers to claim a commission. anyone would feel unsettled if you were wronged because a certain employee manipulated you to his advantage and took advantage of the return policy to benefit himself at the expense of others. And no one will even hear out my claim. More than likely believing im another disgruntled customer - but the matter is bigger.

  Business response

  07/10/2024

  Dear *****************************.
  
  Thank you for contacting us regarding your recent boutique purchase. I am pleased to confirm that we have received your inquiry and have taken action to address your concern.
  
  In order to provide you with the best possible assistance, I have contacted our team at the Scottsdale boutique to request a follow-up on your behalf.
  
  Kindly allow the boutique team ***** hours to review your request and get in touch with you with a response.
  
  If you have any further questions or require any further clarification, please do not hesitate to contact us directly. We are committed to providing excellent customer service and will do our best to assist you with any further inquiries.
  
  Sincerely,
  
  Christian Dior Couture

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 7th, at 6 PM, before closing time, I visited the Dior store to search for heels for my upcoming wedding. I was assisted by an associate named ********. She retrieved a pair of heels from the back and provided them to me. I tried them on and walked around the store. Due to the stress and fatigue of the day, as I urgently needed wedding shoes, I did not inspect the soles before making the purchase. I did inquire about an indentation on the side of the shoe, to which ******** assured me that this was part of the shoe's design.I returned home immediately afterward and did not wear the shoes at all. Upon reconsideration, I decided that the heels were too high for my wedding. I returned to the store the following day, on July 8th at opening time, to return the heels.However, I was informed by *********************, the assistant manager, that the shoes could not be returned as there was supposed evidence of them being worn outside. This claim is unfounded as I did not wear them outside. He pointed out an indentation on the sole, which would not occur merely from walking outside; rather, further marks would be present, suggesting that the shoes were sold to me in a damaged condition. Additionally, he cited the indentation on the side of the heel as evidence of further damage, despite the reassurance from the previous day that it was part of the heel's design. The sales associate who assisted me the day before avoided speaking with **** requested to view footage of the sales associate inspecting the shoe on the prior day to see if its condition at the time of sale, but this request was denied.I had called their support line later in the day and spoke with a representative who stated that likely the item was damaged if it was hidden in the back of the store, but ultimately the choice to return depends on the individual store. This situation demonstrates a clear violation of the Consumer Protection Act, and I would like to request a full refund for the purchase.

  Business response

  07/09/2024

  Dear *******************************,
  
  I am pleased to confirm the receipt and review of your message concerning your return request from our Toronto Colonnade boutique. I sincerely apologize for any inconvenience caused by this situation.
  
  I would like to inform you that your request has been promptly forwarded to the Toronto Colonnade Dior boutique team. While we can access information about boutique purchases, our team can only offer direct assistance for ******** orders.
  
  Please allow the boutique ***** hours to reach out with further information.
  
  If you have any questions in the meantime, we encourage you to contact our ********************* at ************** ****** during Monday to Saturday from 10 am to 10 pm EST and Sunday from 11 am to 7 pm EST.
  
  Sincerely,
  
  Christian Dior Couture

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  I have not yet received a refund for the damaged heels I was sold. According to the ******** Protection Act, consumers are entitled to a refund if the goods they purchase are found to be damaged. Upon reviewing the video surveillance of my transaction, you will observe that I inquired with the sales associate, ********, regarding an indentation on the satin, questioning whether it was damage or part of the heel. ******** assured me that it was part of the heel. However, the following day, I was informed that this indentation was indeed damage, indicating that I was sold a damaged shoe.
  Additionally, there is no evidence that I have worn the shoes outside, as the soles remain unmarked by any walking imprints, which would have been visible had I walked outside in them. Instead, the sole has a marking that appears to be from a nail or another hard object, which could have resulted from another customer trying on the shoes in the store. I have attached photos for your review to substantiate my claim.
  Under the ******** Protection Act, if the seller refuses to cooperate, I am entitled to file a complaint with the ******** of ********** and ******** Services in *******. Should this matter remain unresolved, I will proceed with this course of action as my next step.

  
  Thank you for your prompt attention to this matter.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  07/16/2024

  Dear *******************************,
  
  We acknowledge receipt of your recent inquiry regarding the rejection of your return request at Dior Toronto Colonnade boutique. We regret any inconvenience this matter may have caused.
  
  Upon review, your original request was promptly forwarded to the team at Toronto Colonnade Dior boutique. Following our internal procedures, it was confirmed that the shoes were provided to you in pristine condition, verified through internal CCTV footage and our quality assurance process. We understand your request to view this footage; however, due to its sensitive nature, including images of our staff and boutique layout, we are unable to accommodate this.
  
  As per our return policy, "Any damaged, used, incomplete, or soiled product(s) cannot be returned or exchanged." As your shoes had signs of wear on the soles, they would be considered used and thus unable to be accepted for return.
  
  For further assistance, we recommend contacting the Toronto Colonnade Dior boutique directly. While we have access to information regarding ******** orders, our ability to provide direct assistance for boutique purchases is limited.
  
  Sincerely,
  
  Christian Dior Couture

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes off their website on 3/23/24. I got the shoes and tried them on and they did not fit so I returned them on 3/26/24. They were too small so I ordered the next size up. Today I see the shoes are being sent back to me. I called their customer service and was told that because a tag was removed and there was a scratch on the bottom of the shoe I cannot get my money back and I cannot even get store credit. I did nothing wrong. I did not damage the shoes. I want my money back now. This is punishment to the consumer for no reason.

  Business response

  04/08/2024

  Dear *********************,
  
  We acknowledge and appreciate your inquiry regarding your return request for order *********** the J'Adior Slingback Flats. Our team has received and thoroughly reviewed your request, and we are pleased to respond with an update.
  
  We would like to assure you that every order undergoes a quality assurance assessment, both outbound and inbound, to ensure that our clients receive their orders in pristine and perfect condition. The same process is applied when a product is returned for a refund or exchange request. This is because we strive to uphold our standard of quality and cannot resell anything that shows signs of wear or use to future clients.
  
  We regret to inform you that we could not approve your return request due to the dents and scratches on the soles of the shoes, as well as the removal of the return tag.
  
  As per our return policy, "Any damaged, used, incomplete, or soiled product(s) cannot be returned or exchanged." As your order does not comply with our return policy, we regret to inform you that we cannot further assist you with your return request.
  
  We apologize for any inconvenience this may have caused you. Please feel free to contact our client service center at ************** ****** Monday-Saturday 10am-10pm EST; Sunday 11am-7pm EST, if you have any further questions or concerns.
  
  Sincerely,
  
  Christian Dior Couture

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted dior 6 days ago because i ordered 1 hypnotic poison perfume and never received it. 6 days past and nothing from them and they filed a claim. Today i receive the package. i opened it and not only is it the wrong perfume, the bottle came to me shattered. I cut my hand taking a picture that the customer service agent was demanding just to tell me i would have to wait again. This experience has been so frustrating and i know dior has the money to refund my order. They are greedy monsters.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  *******, the Dior advisor, promised a refund on 1/30/2024, and now it is already March 18th, and I have not received any refund on my credit card. I have emailed Dior advisor during this time with no response. I have heard on social media that **** often makes promises like this, delaying until there is no response. I believe **** does not care if I add this to my social media posts. Evidence is in the picture. I request the refund to be processed promptly!

  Business response

  03/20/2024

  Dear ***********************,
  
  Thank you for contacting us regarding your perfume purchase. I am pleased to confirm that we have received your inquiry and have taken action to address your concern.
  
  In order to provide you with the best possible assistance, I have contacted our counterparts at Parfum Christian Dior to request a follow-up on your behalf. However, please note that any communication on this platform is sent to Christian Dior Couture and we do not have visibility or information on Parfum Christian Dior matters.
  
  Therefore, I kindly recommend that you follow up with Parfum Christian Dior directly for further assistance. You can reach them at the following contact information: Telephone number: ************, E-mail address: *************************.
  
  If you have any further questions or require any further clarification, please do not hesitate to contact us directly. We are committed to providing excellent customer service and will do our best to assist you with any further inquiries.
  
  Sincerely,
  Christian Dior Couture

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased one order back in December 2023. I continue to be patient and wait for a resolution. I have yet to receive my items. The online portal states it will arrive with a continuous date change. I am tired of waiting for a resolution. They continue to tell me I should be contacted soon and nothing. I am officially tired of waiting for my products and now simply want a refund.

  Customer response

  03/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They issued me a refund 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4 Oct 2023, I purchased the a Lady **** handbag (SGD 8000) from ****************** in *********. I discovered multiple defects upon opening the handbag in November. I realized defects such as leather dents, peeling, and hardware scratches were evident, and I was puzzled why are the hardware labels missing in their designated places.Seeking resolution, I contacted **** online customer service and they advised me to take the handbag to any boutique for assessment.Choosing the **** **************** boutique on 29 Nov 2023, as it was the most convenient for me, I explained my situation to a staff named ****. She offered a 1-1 exchange. However, the replacement handbag she presented was also flawed with an outlook and feel of a season lamb skin with peeling threads. It was the only piece available and I had to decline it. **** suggested a credit note but she needed to complete paperwork so I left the handbag in her care.On 4 Dec 2023, **** informed me that ****'s headquarter (in *********) suggested repairing the handbag at a cost of SGD180, instead of issuing a credit note. This was contrary to my expectations, as I believed a credit note would be offered, considering I hadn't even used the item. I voiced my concerns about being charged for a quality-related issue and requested an exchange, refund, or credit note.I shared my concern that the repair might not meet the desired standards and the handbag will come back with more issues due to mishandling etc. I appeal but the team assure me everything will be fine and perfect. Despite back and forth appeal till 23 Dec2023, The team conveyed that the headquarter insisted on the repair, threatening to disregard my concerns in 2024 if I didn't comply. I am really upset and disappoint in the situation I am in. I feel **** are concerning me to accept their quality issue. Frustrated, I reluctantly agreed.On 12 Jan 2024, after the repair, I inspected the handbag and found the leather dent still present, and the hardware seemed more scratched than before. I reported this to the staff, who advised to wait for the team to get back to me. Several days later, on 30 January 2024, I received a call from ******* who insisted the bag was of the best outcome and I had to accept it since I had rejected the initial exchange. This was disheartening as the exchange had not been a sincere effort offering a pre-used bag in poor condition. The claim of a free repair felt like an insult considering the initial quality issues.After which, I contacted the **** online customer service and they responded they agreed with the boutique decision. It is disheartening to accept an outcome that was not caused by me, especially considering that I am the innocent party in this entire situation. I felt abused in the matter and would like to seek support and help on this matter.

  Business response

  02/23/2024

  Dear ***************** ****
  
  Thank you for reaching out to us regarding your Mini Lady **** Bag purchase and your experience with our after-sales process. We sincerely apologize for any inconvenience caused by the damage to your handbag.
  
  Your message has been received and thoroughly reviewed by our team. We understand the importance of addressing your concerns promptly and effectively.
  
  To ensure that your issue receives the attention it deserves, we have forwarded your inquiry to the appropriate department within our Asia-Pacific region. Rest assured, they will be in touch with you shortly to provide further assistance.
  
  Please be aware that while we value your feedback on the BBB platform, our direct assistance is primarily focused on matters within the North America region. As your purchase was made in ********* and you currently reside there, our colleagues in the Asia-Pacific region are best equipped to assist you moving forward.
  
  For any additional questions or assistance, we encourage you to reach out to our Asia-********************** center at **************, available Monday through Friday from 10 am to 7 pm. Alternatively, you can also contact us via email at ****************************************.
  
  Sincerely,
  
  Christian Dior Couture

  Customer response

  02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Thank you for your message. Previously I have contacted the Asia-Pacific ********************** However they have mentioned the final decision lie in the Dior **************** Boutique. 

  The Boutique Manager ******** informed me their decision is final and I have the accept the damage handbag. However, my concern remains unaddressed, as the damage was due to a defect and not caused by me. 

  I would greatly appreciate it if you could provide guidance on a more appropriate support contact for this issue, as the boutique has shown reluctance to offer further assistance. Thank you for your attention to this matter.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************** ***
  
  
  
  
   
  

  Customer response

  03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hello there, I have not received any response from the Asia Pacific Team. As mentioned, I previously contacted the online client service but they redirected me to the boutique, where unfortunately, I encountered unhelpful support. Given this situation, please advise an alternate point of support. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************** ***
  
  
  
  
   
  

  Business response

  03/15/2024

  Dear ***************** Sim,
  
  Thank you for reaching out to us regarding your Mini Lady **** Bag purchase and your experience with our after-sales process. We sincerely apologize for any inconvenience caused by the damage to your handbag.
  
  Your message has been received and thoroughly reviewed by our team. We understand the importance of addressing your concerns promptly and effectively.

  ********* America team would have to defer to the expertise and guidance of our counterparts in the Asia-Pacific region, who are better equipped to address inquiries pertaining to policies and procedures specific to *********.
  
  For further assistance, we recommend contacting our Asia-********************** center at **************, operating Monday through Friday from 10 am to 7 pm.Alternatively, you may reach us via email at ****************************************.
  

   

  Sincerely,
  
  Christian Dior Couture US

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally paid cash for an item purchased from Dior. The return was made on 12/29/2023. I was told a check would be issued in 4-6 weeks. It has now been 7 weeks. On the receipt is says to call corporate. When I call to inquire about the refund I am told by the corporate the refund comes from the boutique and when speaking to the boutique they say it comes from corporate. Now **** is saying refunds ***********-8 weeks. I want my refund, as this activity is unethical. **** has taken my cash and I have returned the item, it should not take this long to receive a refund. On my receipt is has a number indicating a check was issued (*************). How is this not theft when they wont issue my back money for an item returned to them in store? It is concerning I am waiting for a refund from a company that doesnt even know their own protocols.

  Business response

  02/22/2024

  Dear ***********************************,
  
  I am pleased to confirm receipt and review of your message regarding the refund of your D-***** ***** de **** ****** Small Brim Bucket Hat. I apologize for the delay in processing your refund check.
  
  I would like to assure you that the boutique manager for the ****** Waikiki boutique is currently handling your case and will serve as your point of contact for any updates. I have notified the manager of your communication with the BBB, and you can expect to receive correspondence within the next ***** hours.
  
  Should you have any further inquiries or require additional assistance, please feel free to contact our ********************* at ************** ******. Our dedicated team is available to assist you Monday through Saturday from 10 am to 10 pm EST and Sunday from 11 am to 7 pm EST.
  
  Once again, I sincerely apologize for any inconvenience caused by this situation.
  
  Sincerely,
  
  Christian Dior Couture

• Initial Complaint

  02/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on dior.com for 3 limited edition eyeshadow palettes. I only received 1 palette. Upon reaching out to the business they have been nothing but unsympathetic and unhelpful. They insist on filing a *** claim although the box arrived in perfect condition and had not been tampered with. Whomever packaged my box neglected to put in the 3 palettes I ordered (human error). Yet Dior will not refund me. I should not have to wait for a *** claim , when the error happened at the warehouse. I feel like Ive been stolen from and no one I speak with at the company cares. My order was incomplete and I want a refund. That is such a reasonable request , its baffling how Dior treats their customers (and Im a loyal customer, platinum status).

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made this purchase at a Dior pop up show Garden of Dreams in **************. Calling and emailing and driving 1 hour plus to the *********** store and still no solution for a return. Rep online said bring to store now this back & forth is over 30 days as no one is taking accountability for the return every ***** Is handled by other companies does anyone work here? I get emails with no info ambassadors that do nothing someone got my money? I want it back this is not a decent company. My receipt gives 30 days to return now **** takes 3 to 4 days to *********** ******* in Parfums telling me its past 30 days they cant take the return I told her I knew that was coming? How do you all live with yourselves. This is horrible service just a big joke, if I have to go legal am fine with that too. I told her am doing this complaint she said "anything else madam" in a British accent, this is disgusting. I will never buy this brand again in my life. Long hold times with no resolution

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩