ComplaintsforChristian Dior, Inc.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to submit this complaint and need your assistance because I purchased a pair of shoes and didn't end up fitting me and I returned them to get a refund. I called to get an update on the status of my refund and spoke with ****** from their customer service team and she stated that they were not going to issue a refund and return the shoes back to me because the shoes have marks on the soles, I received the shoes back and have no marks at all and they are in brand new condition to return and get my money back. How do they expect for us to try on pair of shoes? Plus I only tried one shoe on. I asked her to provide me with pictures of the marks they found on the shoes and she stated that is something she can not send to me and its only for them to keep??? I need your assistance on getting a refund for these shoes as they are in brand new condition.

  Business response

  02/09/2024

  Dear ******* *******,
  
  I am pleased to confirm that your message regarding your return request for ******** orde* ********** has been received. 
  
  I want to assure you that our ********************* team is diligently reviewing your case and will reach out to you directly within the next ***** hours with further information.
  
  Should you have any immediate questions or require further assistance, please do not hesitate to contact us at ************** ******* Our team is available to assist you Monday through Saturday from 10 am to 10 pm EST, and on Sundays from 11 am to 7 pm EST.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Christian Dior Couture

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I put several orders on Dior.com in end November and December and returned 3 items ( an ********************* Body Lotion from order #*********, a ********** Spray from order #********* and a Capture Totale Serum Set from order #*********) back to Dior in one package in late December. All returned items were unopened with original packaging. **** received the return package and refund me the last two items weeks ago but never issued me refund for the ************* Lotion (worth $95 plus Tax). I tried to contact customer service but they always put me on hold and it seemed impossible to talk to them. I need either the refund for the returned body lotion or an explanation.

  Customer response

  02/17/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Christian Dior Perfumes, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a product from Christian Dior that did not arrive at my residence. It shows delivered and signed for by someone else. I reached out to Christian Dior to try and resolve the issue and they were unwilling to provide any assistance or file a claim with **** I have done the following:- Filed a police report (Per Christian Dior)- Gathered evidence proving the item was not delivered to my residence - Provided all of this to Christian Dior Christian Dior is not willing to assist me on this matter and completely dropped the incident. This is the worst experience I have had with a company. They did not even perform a basic investigation to look into this further.

  Business response

  01/23/2024

  Dear *********************,
  
  I am pleased to confirm that your message regarding your Dior.com order ********** has been received and reviewed. I am so sorry to hear that you have not received your parcel.
  
  Our protocol for any non-receipt of any online orders would be to launch an investigation with **** so that we may find the cause of the delivery issue, as well as offer an appropriate resolution. In order for *** to successfully perform their investigation, a full police report must be provided. However, I regret to inform you that the information received from you via email, specifically the police report number, is not sufficient for *** to conduct a thorough investigation. 
  
  We kindly request that you provide the full police report at your earliest convenience. Despite our previous email requests, we have not yet received the complete documentation needed to proceed with the investigation.
  
  Additionally, per your last email to our ********************** I understand you stated that you had filed a chargeback dispute with your financial institution. Open chargeback disputes affect our ability to directly assist. Once a chargeback dispute has been opened with your financial institution, the dispute resolution process is handled with our finance department and your bank directly.
  
  I would like to invite you to correspond directly with your bank regarding the progress of your open chargeback dispute if the process is already underway. Please be aware that open chargeback disputes can take up to 90 days to be resolved. Unfortunately, The House will not be able to provide additional support for your *** investigation and cannot process a refund for your order.
  
  Should you have any further questions or would like any clarification, we invite you to contact us directly at ************** *****) Monday-Saturday 10am-10pm EST; Sunday 11am-7pm EST
  
  Sincerely,
  
  Christian Dior Couture

  Customer response

  01/26/2024

  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:

  [I am sorry, but the response is not sufficient. Initially, Christian Dior instructed me to file a police report with my local police department. I did that. I then sent over the information about the police report and how to follow up on it if need be. The physical police report is not available for 2-3 weeks after filing and I mentioned that several times, which is totally out of my control. So instead of Christian Dior delaying my case until the physical copy was received, they denied my case altogether and refused to provide any further assistance. So what am I to do at that point other than file a claim with my credit card company? I went above and beyond to try and get assistance through Christian Dior, but they were unwilling to do the same. So to have the audacity to say that you "would" have helped me if I did not file a claim with my credit card company is a complete and utter lie. You relieved yourself from helping me long before I filed a claim with my credit card. I am sorry but I do not accept your response and it needs to be written with factual information, similar to my timeline below.

  - (12/23/23) Parcel delivery date according to UPS.

  - (12/26/23) Reached out to Christian Dior to figure out why package was not delivered.

  - (1/9/24) Filed report with ********************************** as requested and provided information to Christian Dior.

  - (1/15/24) Reached out to Christian Dior to follow up on a response and seek out a supervisor that I could speak with regarding the matter. 

  - (1/17/24) Christian Dior denied my claim and stated that the parcel was delivered and they were no longer willing to assist. They also did not get me in touch with a supervisor as requested on 1/15/24. 

  - (1/17/24) I filed a claim with my ******************* as Christian Dior was no longer willing to assist.

  - (1/22/24) Responded back to Christian Dior with a copy of the signature that was used during so-called "delivery", which was a forged signature. Also provided my GPS location at the time of so-called "delivery". ]

   

   

   

   

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

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

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Literally a scam I have read all reviews I literally tried my son shoes and shirt on because the agent provided me with wrong sizing. I returned the items the same day and they are saying not accepting my return. They scam people.

  Business response

  01/12/2024

  Dear ***********************,
  
  I am pleased to confirm that your message regarding the return status of your Dior.com order ********** has been received and reviewed. 
  
  Upon further research, I see that a member of our leadership team has contacted you today, 1/12/2024, to provide you with further information.
  
  Please feel free to reach out to our ********************* at ************** ****** Monday-Saturday 10am-10pm EST; Sunday 11am-7pm EST should you have any further inquiry.
  
  Sincerely,
  
  Christian Dior Couture

  Customer response

  01/12/2024

  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:

  Hello,

  I did speak with an advisor he shared with me 1 shoe has a small cuff which I dont understand, Im no longer requesting a refund just requesting the correct size. Its unfortunate that a good paying customer who buys from high end store on a daily is having such a hard time to get the quality and support. The shoes does not fit at all. I paid a good amount for them for him to wear and returning when I received the product it was dust and yarn and specks on them. 

   

   

   

   

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

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

  Business response

  01/23/2024

  
  Dear ***********************,
  
  We acknowledge and appreciate your inquiry regarding your return request for order **********, the B23 Kid's High-Top Sneaker. 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 sneakers.
  
  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

  Customer response

  02/23/2024

  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]

  Its unfortunate that you guys scam. And to be a high end store customer service and the item wasnt even worn. 

   

   

   

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

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction was made on December 7, 2023. Package was received in mail on December 13, 2023 with half of the order missing. The amount of the missing portion was $76 prior to taxes. Notified the company in multiple fashions at the time the package was received to notify the company of the missing portion. Days later I spoke with a customer service agent on the phone who informed me an investigation would begin and take up to 10 days. It has been well over that time and no one will respond back to me.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/2/23 I placed order *********. The items did not come in the holiday boxes as advertised. The items were sold under Diors gifts and had no special boxing as advertised. Very misleading. People pay for the gifting experiencing and wrapping. This is the second time Dior has done this. I initially reached out on 12/7. **** said they ran out of holiday boxes. While I dont think this is acceptable since it was advertised as being in an holiday box, Dior provided a promo code, ****** on 12/11/23. This promo code doesnt work. I reached out about the promo code not being valid on 12/20/23 and received no answer. I reached out again today, and no answer It is unacceptable to misrepresent items, then Try to fix the problem but giving me an invalid promo code, and then not respond after multiple inquiries.

  Business response

  03/15/2024

  Dear *************************,
  
  Thank you for contacting us regarding your perfume and cosmetic 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

  12/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Issue with Order Number [*********] and ***************************** I am a customer with the order number [*********]. Upon receiving my purchase of the After **********, I was disappointed to find an empty box. I have attempted to contact customer service through WhatsApp, email, and phone calls multiple times, but have not received any response. I hope to have this issue resolved promptly and receive a reply.

  Customer response

  01/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Christian Dior Perfumes, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/18/2023 I called your customer service number to let them know that my handbag zipper fell off while at the Formula1 race luncheon, the representative advised me to take it to the nearest Dior to have my handbag repaired. On 11/18/2023 I dropped it off at the ***************** on *******************************************************, I talked to the Manager on shift and ******* stated that she will send the bag for repair and will keep me posted. I received a text on 11/28/2023 letting me know that my bag was not going to be fixed and that I needed to pay $15 dollars for shipping. I was flabbergasted by the outcome and the poort customer service delivered.they told me that Unfortunately, the handbag has not performed well and [the product was defective, an issue that I have not experienced with my Chanel bags or any other designer leather goods.To resolve the problem, I would like my handbag to be repaired and even though you may not have the parts for the specific bag I will want the Dior Zipper Closure. This has been an inconvenience and total disappointment and not to mention the embarrassment at the Luncheon. Also your operations manager never responded since when I sent her a letter to her email address on December 5th I got an automatic reply that she would be back on 06/6/2023. I look forward to your reply and a resolution to my problem.

  Business response

  12/20/2023

  Dear *******************************,
  
  I am pleased to confirm the receipt and review of your message concerning *********** request from our ********* **** 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 ********* ***************** 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, 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

  02/01/2024

  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:

  Thank you for reaching out.  The business said someone was going to called me, the called me once left a voicemail and then called several times and no one is responding.  The store at the **** says that the business headquarters have not notified them.  I need my bag zipper to be replaced with any Christian Dior charm so it can be open and closed and that needs to be communicated to the store so it can be sent up to *************** and then once fixed this bag needs to be sent to me.  

   

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

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

  Business response

  02/07/2024

  Dear *******************************,
  
  I am pleased to confirm that your message has been received and thoroughly reviewed by our team. I sincerely apologize for any inconvenience caused by the damage to your handbag.
  
  Regarding your request for repair assistance, I regret to inform you that despite our best efforts, our ****************** boutique has exhausted all available options for repairing your handbag. Unfortunately, due to the age of the bag and the unavailability of specific parts, we are unable to proceed with the repair.
  
  I understand your preference for "generic" Dior parts for the repair. However, it's essential to note that each part used in our creations is meticulously handcrafted to suit the unique design of each Dior creation. Therefore, substituting parts from a different model is not feasible in this case.
  
  Should you wish to explore alternative repair options, I recommend consulting a reputable leather repair shop. They may offer solutions tailored to your specific needs.
  
  If you have any further questions or require additional assistance, please don't hesitate to reach out to our ********************* at ************** ******. Our 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 apologize for any inconvenience this situation may have caused. 
  
  Sincerely,
  
  Christian Dior Couture 

  Customer response

  02/22/2024

  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 am writing to express my disappointment with the lack of accountability of the business and the poor quality of the products.  Perhaps that is why your profit is going downhill and YSL and ****** re going up. Any product that you sell regardless of its longevity should be fixed and repaired by the Christian Dior since you did not take corrective action to address my matter, I will have to share in social media platforms including TickTock your poor customer service and the poor qualify of your products.  I already foresee a lower profit after my ticktock goes live!

  Best,

  **

   

   

   

   

   

   

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

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

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the worst experience with this company. This is the first time I wanted to give it a shot and ordered some gifts. I ordered 3 things and when the package arrived Saturday it was missing 2 out of 3 items that I ordered. No explanation or email about it. I reached out through email, WhatsApp on the website, called and regular message and nothing. When I finally was able to get a hold of customer service, she informed me Im sorry, you didnt get it because it was out of stock. You didnt get charged for it so youre good I asked why I was not informed at all about it? And she just said she didnt know. I asked how theyre gonna fix it since that was supposed to be a gift, nearing Christmas and she just said to order again. Her responses were unacceptable and doesnt represent the Dior brand in my eyes. These are responses I would expect from a ******* customer service agent not Dior. I am beyond displeased and will look to purchase from other high end brands instead.

  Business response

  12/22/2023

  We would like to thank you for your interest in the House of Dior. 
  
  We have received your message sent to the Christian Dior Couture ****** Services. With the below client details, we were unable to locate a Fashion and Accessories order. Although Christian Dior Couture and Parfums Christian Dior are both under the House of Dior, we function independently from one another.
  
  We are pleased to inform you that while this interaction does not involve Christian Dior Couture, we have transferred your message to the Parfums Christian Dior ****** Services representatives, who will review and take necessary action soon as possible. We also invite you to contact them directly via:
  
  Telephone: ************ 
  E-mail: *************************
  
  On behalf of the House of Dior, we wish you a marvelous day.
  
  Sincerely yours,

  Christian Dior Couture

• Initial Complaint

  12/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, I am emailing to report an issue with my items. I sent them back last year but still have not received a refund Please I have been back and forth Please I still have not received any sort of resolution for my issue please .Please help or I will charge back with my bank please ..I would even appreciate store credit

  Business response

  12/06/2023

  Dear *** ********* ************* ****** ** *** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ***** ********************* ******************
  We are pleased to confirm that your inquiry regarding your order ********** has been received.
  
  At this time, our financial department has informed us that the chargeback that you have launched in September 2022 regarding this order has been closed and handled by your financial institution.
  
  As previously mentioned, once a chargeback has been launched, the House of Dior is unable to directly provide a refund, as the chargeback dispute blocks our ability to assist in this measure.
  
  We kindly request that you continue to communicate with your bank for updates on the progress of the chargeback dispute. Ultimately, the final decision lies with your financial institution.
  
  We sincerely apologize for any inconvenience caused by this situation and truly appreciate your understanding.
  
  Sincerely,
  
  Christian Dior Couture

  Customer response

  12/21/2023

  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, I have not received any sort of resolution. I have asked Dior for Store Credit or a refund. It is up to Dior and ****'s financial team to issue this. **** can still issue a refund, but they seem to only respond here when I complain to the Better Business Bureau. I gave the *** return tracking, I am asking because **** can still issue refunds as a merchant--when I return merchandise, the chargeback does not matter on the merchant's end, and I am asking for Store Credit or a refund back to my payment card. Please Dior, I am asking for a resolution because I love your merchandise and I would like for things to be made whole .

   

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

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

  Business response

  02/05/2024

  Dear Ms. ********* s************ ****** ** *** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ***** ********************* ******************

  
  We are pleased to confirm that your inquiry regarding your order ********** has been received.
  
  At this time, our financial department has informed us that the chargeback that you have launched in September 2022 regarding this order has been closed and handled by your financial institution.
  
  As previously mentioned, once a chargeback has been launched, the House of Dior is unable to directly provide a refund, as the chargeback dispute blocks our ability to assist in this measure.
  
  We kindly request that you continue to communicate with your bank for updates on the progress of the chargeback dispute. Ultimately, the final decision lies with your financial institution.
  
  We sincerely apologize for any inconvenience caused by this situation and truly appreciate your understanding.
  
  Sincerely,
  
  Christian Dior Couture

  Customer response

  02/22/2024

  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:

   

   The items have been returned back to Dior. I am asking for compensation because they were returned with the prepaid labels given to me by the merchant 

   

   

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

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

*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. ↩