DIOR Toronto Colonnade — Local services in Toronto

Avoid this location at all costs — go to the Dior inside Holts (just a block away) or shop online.

This was the worst experience I’ve had at a Dior store — or any luxury brand store.

I purchased a perfume from the Collection Privée line. The in-store service seemed fine at first, but once I got home, I realized the receipt and proof of purchase were missing. On top of that, I had an allergic reaction to the perfume — from the test spray I tried in-store.

The next day, I received a follow-up email asking for feedback. I replied, and the store manager sent me a receipt — but still not the full proof of purchase, which should’ve included my name, the associate’s name, and a full item breakdown.

Normally, I’d keep the item or re-gift it, but because of the missing paperwork and poor follow-up, I decided to return it.

When I walked in and explained why I was there, the associate was immediately rude. I told her I didn’t have the physical receipt because the associate who sold me the perfume never gave it to me. She abruptly told me it couldn’t be refunded. I showed her the emailed receipt from the store manager, but she insisted they couldn’t process the return without the original proof of purchase — the one with all the usual details. She even showed me an example, which I told her I was well aware of, as this wasn’t my first Dior purchase.

Eventually, I gave her the name of the manager who had emailed me, and she paged him. He came down, quickly glanced at my receipt, said the return could be done, and left to process it. About 10 minutes later, he came back, handed me the refund receipt without saying a word — no apology, no acknowledgment of the inconvenience, and no offer to assist further.

I had actually planned to browse and maybe buy something else, but after that interaction, I walked out — and I will never return to this store.

Ended up purchasing from the LV store across the street instead — amazing customer...

40 minutes to do an exchange. That should say a lot.

We were told to wait for an associate. 15 mins after waiting, associate comes running into the store, excusing herself because she needed her afternoon coffee. She excused herself and offered us no apologies for her tardiness.

During this time we had already decided what we wanted and confirmed the item in the store. While waiting, we also witnessed the general boredom demeanor of the staff there. Slouching over the walkway, looking aimlessly between their phones and their watches for the shifts to be over.

We were directed upstairs and told to wait. And we waited. In the 25 mins it took to do an exchange, associated wandered aimlessly with engaging us and we did not receive any updates. We saw our associate run back and forth across the store without understanding why and eventually the exchange was complete.

This experience was a clear indication to us that there has not been training on customer engagement or awareness. If customers are left waiting, at least make them comfortable or invite them to explore the store with other associates during the wait.

There were a total of 3 customers in the store. If it was busy, this would be understandable. But the customer service we received today was...

Ordered a card holder here from Vancouver to Toronto and they said it would arrive in 1-2 weeks. Came in the next weekend to check if they ordered it and they said they would let me know when it comes, although it looks like they didn't do anything because it was still in stock in Vancouver.

Another week passes and they call me saying Vancouver never had the card holder and that I have to get a refund. Since it was final sale they had to give me a wire transfer (my bank didn't take wire transfer). I told them this and there was no communication afterwards.

1 hour later they find the card holder in store.... uhhh.. ok? (guess they were panicking)

Do you guys have any communication at all? This is the flagship for Dior of North America. The sales lady also said the card holder opened sideways in which it didn't. So yes, the card holder i received was nice (although NOT as described), but the customer service is terrible for such a store like this..

Also wanted to point out how uncomfortable i feel every time i go in there. I purchased the card holder and was waiting around for my receipt and I had 3 employees starring at me as if i was going to steal something... RIGHT AFTER I BOUGHT...