Dior — Local services in London

Disappointing service from a brand that claims luxury and quality! I wasn’t a consumer myself but my wife had purchased a bag and she had changed her a mind a few days later.

She saw online that you can return a bag within 30 days, but to our shock we found out that if you buy in store, you either get a credit note or you can exchange.

Before knowing this policy, my wife actually tried to find something else she likes but she didn’t happen to find what she wants. During that time, there was a lot of trying to convince her that things they have are beautiful (felt a little car salesmany and almost cheapish)

In the end, she decided that she wanted a return and then the policy came out. I expressed my disappointment calmly and mentioned that this feels like we are being forced into buying something and I said “lesson learnt” and indeed it was.

The response was disappointing, the aim for them was to keep the money but not a returning client. A relatively short-term strategy usually found in places such as your typical tourist trap.

My expectation from such a brand was that their policy would be built on client satisfaction and high quality, but it seems to me that they have opted for an “appearance, no content” luxury.

To add to the misery, my poor wife called their so-called “customer service” and expressed her disappointment to see if there is a sliver of a chance of some quality.

After expressing her concerns, the “high quality” customer service associate simply replied with “I understand” followed with a long pause. Both my wife and I looked at each other in shock at the response. My wife then said is there anyone else we can escalate this to and she was told they will let the manager know and IF and only IF the manager accepts the escalation will they get in touch with her (epiphany moment: we now realised that we are inferiors to the mighty Dior!)

A rather strange anomaly, there seems to be discretion with their policy. Not to refund (because that’s against strategy), but to extend the credit note from one year to indefinitely! Some rules can bend, but not all!

Advice to my superiors, not that they will listen to poor old me:

I would just like to say consider a relationship-building sales strategy as opposed to “tourist trap” sales strategy so that it can reflect on your claim of luxury. (Simple but effective by the way)

To bring this feedback to a sweet end, I would just like to point out that even some high street brands inform you at of their refund policy at the till. (Psst…at Dior, you need to pay first and then you’ll get a receipt with the terms and conditions on a barcode you...

Please never buy from DIOR online, only in stores. I ordered a pair of sneakers. I wear size 46 model B27 (to be more precise, I WORE, as I will never wear DIOR again on principle after this really BAD experience). I bought B101 2 weeks ago. When the box was delivered to me, I tried them on and after a couple of seconds I realised that this size was at least half a size too small for me. Since they have 46 in this model, which is the largest size, I sent them back. After 3 days, without any explanation or email, the box returned to my house sealed like new again. I opened it, saw the same pair of sneakers there. Surprised, I called DIOR. In response, their employee DEBRA said that the DIOR specialist who received my sneakers said that their condition was no longer acceptable and they could not accept them. I was surprised and suggested to send her she send her some pics, as perhaps there was a mistake. I explained that is the shoe ever touched the ground there would be marks to the bottom rubber parts. I sent great quality 18 pictures, to which I sent both sneakers from different angles and photographed on the iPhone 13 PRO to convey the condition of the pair of sneakers as much as possible. I called back and asked for DEBRA. She said that she had received the pics and sees the condition of the sneakers and they look new to her too. She said that she would give the pics to a specialist and I would be contacted within a few days. It's been 5 days and I decided to call her myself. They did not connect with DEBRA saying that she was busy, but they assured me that they were familiar with my case. I was told that, unfortunately, the word of the specialist who received my shoes is final and that no one will review my case. And that if I come to their boutique, they will tell me the same thing. I asked if there is any specialist who can check the shoes again as there must be a mistake but was refused. I was very-very surprised. Never in my life has any company treated me like DIOR. I think next time you need to be very careful before buying things from them online. I attach the pics of the shoes for...

This review is about the Christian Dior website and it’s horrible customer service. I had to return a garment I ordered online because the size was too small. Dior denied me of my refund claiming the garment was too “used” and too “worn” accusing me of having “hair and smudges of make up/dirt” on it. This of course upset me because it was completely false. The only time the garment was ever worn was to try it on once for 15 seconds at the most. perhaps when trying on the sweater some tiny particles of hair or lint may have got on the sweater upon trying it on, but it was not even remotely noticeable when I placed it immediately back into the box after I realized it didn’t fit. I can assure you there was no damage or wear-and-tear done to this sweater !

Speaking to Dior’s customer service MANAGER was a nightmare. They were very condescending and unwilling to help and would say things like “they are not a cleaning service and clothes have to be returned unworn in perfect condition”. Obviously people need to try the clothes on to make sure it fits. They were being very unreasonable.

She showed ZERO concern when I shared with her my side of the story. She also did not provide for me any proof of the condition the garment “supposedly” arrived in. It was my word against theirs and too bad! She had no desire to help me. I tried many times to explain to them that when I returned the item there was absolutely NO dirt on it. She did not care to listen to me.

I pleaded with her to be reasonable and her response was “ they are a luxury brand, not a reasonable brand” and kept repeating in a robotic tone their return policies.

I left the phone conversation in tears. I have never been treated this poorly by a luxury brand customer service manager before. This was a horrible experience and I don’t wish it for anyone. I’m now out 1100$ and stuck with a sweater that doesn’t fit :(.

So my warning to consumers is to be wary of shopping online at Dior because from my personal experience they do not value customer service and will find minuscule reasons to avoid...