DIOR Chicago Rush Street — Local services in Chicago

Below is a letter I wrote to the manager of the Rush Dior store and never received a reply to:

I am writing to you as the Boutique Director to express how upset I was about my experience at the Rush St. Dior boutique today. I was beyond embarrassed and hurt by the way I was treated by one of your employees. My mother and I previously worked with Sam who always did an incredible job and was a huge influence in our transition from other high end brands to Dior. Our first Dior purchase we went in for a wallet and walked out with three Handbags thanks to Sam making it such a wonderful experience.

Last week I called your boutique because I had an issue with a belt I purchased. A sales person named Claudine answered the phone and confirmed my concern by saying that the belt should not be having that issue after one wear and recommended that I bring the belt into the boutique so that it could be replaced or swapped for something else.

I arrived with my mom at the boutique this morning with belt in hand and ready to purchase something else. A woman came up to us and without introducing herself and stated that she couldn’t verify that I purchased the belts at an “actual” Dior boutique. I was taken aback by this as it came off as somewhat of an accusation and my mom handed her the credit card they had been purchased on.

I knew that we had an issue with locating the receipt last time so I pulled out my phone with the New York sales associate’s contact information from when it was purchased and in return I received a scoff and laugh from the Chicago sales person (who still had not introduced herself) that not only was rude but also unprofessional. The woman told me that me offering that information was unhelpful and then followed it up with an eye glare as she turned around and walked away.

The sales associate returned and the conversation all of a sudden turned away from me being accused of not buying the belt from Dior to the belt issue now being normal. I brought up that I had spoken to someone named Claudine and was interrupted and told that this woman was in fact Claudine and that it did not matter if I spoke to her originally.

From then on the interaction continued to worsen and taint the wonderful experiences I had previously at your boutique. Claudine spoke to me with such disrespect that I have never experienced or witnessed any other high end boutique.

Claudine continued to put me through hoops and made me grovel to get to the outcome I wanted leaving the entire experience absolutely terrible. When the store credit was issued her way of telling me was by saying she wanted to “make it clear” that this was a one time exception and not something Dior would ever normally do. It was very condescending as if I were a frequent returner or someone who regularly took advantage of the Boutique when I had done neither.

As a younger customer who loves the Dior brand, I was very embarrassed to be shamed and disrespected by a sales associate in your boutique. This whole experience has sadly left me wanting to never walk into your...

Customer service is nonexistent. If you haven’t called ahead to book an appointment, be warned you may not be permitted through the door, even if you’re visibly carrying Dior on your person. I walked in mid-day during the week, without an appointment and was initially told to wait outside the boutique door, in the cold, by store security. He must have seen the look on my face, because the security guard opened the door slightly and permitted me to stand inside right by the door with a heads up that I may have to wait a while as everyone was busy. I told him, no worries, I was there for a simple question pertaining to my large Bobby bag which has a custom strap. At this boutique, being an existing customer amounts to nothing. The question I had was simple, how to properly clean the area by the strap’s clasps where they are rubbing against the leather and leaving black marks. A rather bored looking service rep (name not provided, sullen face) came up to me (I was still standing right by the door and wasn’t invited to step beyond the entry threshold) and when I showed him the bag, offered no advise except “use a cleaner and if you’re concerned go to Neiman’s and buy something from their leather dept to clean it.” He proceeded to say my bag was “casual” and that I should expect the leather to buckle and the tarnish marks to happen. I hadn’t been to this boutique before but have bought often in Europe and New York. Chicago clearly doesn’t need my business nor do they care about offering basic service to existing Dior clients. His parting words to me “is that all?” Not, “would you care to browse?” Not returning to this boutique especially after that...

Customer service was by far the worst I have been. It’s not luxury. I have been eyeing on a tote bag for a push present. I got it on this location waited months since I have it costumized with my initials. I have not used the bag or were taken out of our house since I just had a baby and I wasn’t planning on going on any trip. I was excited to use the bag since its summer time and to my disbelief there’s some discoloration on the top part of the bag. I thought it was just the dull lighting of our house but as I’ve check it using natural light , yellowish color appears (photo below). I’ve sent this pics to the SA (TY) but he was very certain that the bag was inspected thoroughly. No resolution at all and the lack of professionalism addressing you as, “Hey!” Instead of your name is how they do their business. You have to message them since they don’t give you any follow up on what’s going on, it took them 8 days to respond after asking what was going on and another week telling you that a manager will contact you but that was 2 weeks ago and haven’t heard of a manager.

Beware of Iconic tote bags as I have seen allot of complaints online regarding the discoloration. Some says its the glue they use that oxidized but SA will not give you info instead they will gaslight you. If I have known this before I would have purchased a different bag on a different luxury brand were service...