Complaints

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Dior handbag on July 2nd 2021, with my name ***************, with shipping address *****************************************************************. Phone ************. But when I checked the tracking with the sales person , ***** tracking# ************, it was not signed by me, but a person named ***********.Because I did not receive the package, I contacted this Dior in Saks *********. store at ******** several times since July 2021, they did not file a claim to ***** on my behalf, which they did not. I also contact ***** regarding this missing package and ***** asked my to have Dior file the claim because they are the owner of the package. So far Dior has not filed a claim to ***** NOR have I received a refund. I would ask BBB to request a full refund of $3,800 from Dior.Attached is the tracking of the package and transaction detail and the contact email for your reference.

  Business response

  03/14/2022

  Dear ***************,
  
  
  I am pleased to confirm that we have received your message regarding your Dior handbag that was purchased through Saks Fifth Avenue, and I thank you for reaching out to us. I wish to reassure you that I have followed up with the store to provide you with additional & accurate information.
  
  
  You visited the ************* boutique on July 2, 2021 to purchase the 30 Montaigne handbag using three gift cards. Your parcel was then shipped via ***** to the delivery address you had requested, which was a S F ***************** center with a signature requested upon reception. According to the ***** tracking number, your parcel was delivered on July 6, 2021 and signed for by ************. You then reached out to a representative at the Saks Fifth Avenue boutique explaining that you hadn't received your order.
  
  
  
  A ***** investigation was then initiated by the in-store team. However, ***** later confirmed that your parcel had been correctly delivered to the address on the order. As a result, we are unable to assist you with a refund. As encouraged by the Saks Fifth Avenue team, we highly encourage you to speak with the representatives at S F ***************** directly to retrieve your parcel.
  
  
  
  We thank you again for taking the time to contact us and on behalf of the House of Dior, we wish you a lovely day.

  
  
  Sincerely yours,

  
  
  Christian Dior Couture Client Services

  Customer response

  03/21/2022

  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:

  This was differently responded when I called ****** They told me that the shipper had to file a claim on my behalf, which Dior Saks Fifth did not. And the ***** associate who took my call said they driver delivered to the wrong address and they suggested me contact the shipper to file a claim.

  Very importantly, this warehouse does not have anyone/employee named ************ who signed the package, Dior is welcomed to perform your own investigation. Additional, this warehouse charges a fee when they receive my package on my behalf. Any package that delivers to this warehouse will be scanned in and save in their database. As I talked to their employee about this package, they never received this package at this address, the tracking does not exist in their system.

  I took a video that can approve this when they enter the tracking number I gave them for this package, it shows no result.  In a nutshell, the driver delivered this package to other address, and I did not received the package.

   

   

   

   

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

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

  Business response

  04/05/2022

  Thank you for contacting Christian Dior Couture. 

   

  We support ******** and on ********, we do not accept addresses to Freight Forwarders as this was shipped to and noted on our shipping policy below:

   

  "ARE THERE ANY DELIVERY RESTRICTIONS? 
  Items can only be delivered to the shipping address indicated at the time of placing the order. Addresses cannot be modified once the order has been placed or once the order is in transit. A signature is required upon delivery and cannot be waived. Orders cannot be delivered to hotels, freight forwarders, post office boxes or ************* Territories. Our carrier will attempt to deliver your order up to three times before returning it to our distribution center."

   

  Should the client wish to continue, this would have to go through Saks, as ******** would not ship to the address and does not use ***** as a carrier. The claim was opened with Saks credentials and not applicable to the question asked. 

   

  Best, 

  Christian Dior Couture. 

• Initial Complaint

  02/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a pair of sneaker online at Christian Dior October 1, 2021 order# *********, the sneaker is defective, the rubber on the sneaker portion of the sneaker is not smooth and hurt my feet ridiculously, this is not my first pair of Dior, that's the reason inkmothis is defective. I call Dior customer service been going back and forth they refuses to help.

  Business response

  02/18/2022

  Der ***********************,
  
  I am pleased to confirm that I received your message regarding your Dior online order *********1 for the WalknDior sneakers.
  
  I understand that you initially contacted us via telephone on February 14th stating that there was a bump and issue with the rubber on your sneakers. Seeing as your order was received in October 2021, a member of our team explained that we wouldnt be able to proceed with a direct refund or exchange. However, she had provided you with our contact e-mail address and had invited you to send images of your sneakers to our team so that we could assess the issue you described.
  
  On February 15th and as we had yet to receive the images, a member of our team sent an e-mail to the address linked to your online order requesting your full contact information, the details of the purchase, and images of the areas of concern on your Dior sneakers.
  
  Shortly after, you responded providing us with a screenshot of your order confirmation e-mail and explaining that the rubber on the sneaker is defective. Less than an hour later, we responded confirming that we had received your message and inviting you to provide us with images of your sneakers so that our ****************************** could assess the issue you raised to us.
  
  As of now, we have yet to receive any images of the areas of concern you have raised.
  
  In order for us to assess the issue and provide you with additional information as soon as possible, I kindly invite you to send several images of your sneakers to our Client Relations team at **********************
  
  Please rest assured ****** that our team will reach out to you as soon as our House has assessed your sneakers.
  
  I remain available should you have any further questions or need assistance. On behalf of the House of Dior,I wish you a marvelous day.

  Customer response

  02/24/2022

  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 see the I send the pictures the bump is on the rubber on the  inside of the sneaker  it us not smooth, I uploaded the picture last night. 

   

   

   

   

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

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

  Business response

  03/18/2022

  Dear ***********************,
  
  Thank you for your patience while we reevaluated your most recent Dior.com returns.
  
   I regret to inform you that upon further review it has been determined that we are unable to provide a refund for order *********1.

  All Dior.com orders undergo a quality assurance check before being sent out and receive the same upon return.
  
  As mentioned through previous communications the return of your Walk'N'Dior Sneaker did not meet the qualifications of our return policy and have been deemed unsellable due to the sneakers showing signs of wear. As stated in the returns and exchanges form that is sent with each of our parcels, any order that is returned after 30 days of receipt or damaged, used, incomplete or soiled will not be refunded or exchanged.
  
  I understand the concerns you have expressed. However, we can confirm that the details you have explained in conjunction with the images you have provided are not a defect in the design of the creation. In this instance, we are unable to offer a refund. I apologize for the inconvenience this may cause.
  
  In the future, I invite you to buy in-store to avoid any further concerns.
  

  
  

  Customer response

  03/23/2022

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

  I call to complain about the sneaker on numerous occasions, none of the Dior reps took the time to help, on 2/14 the door rep decided to open a case because I was being persistent, its very hard to see the defect of the sneaker since it was not sent in, Dior requested images the sneaker is defective because the rubber on the sneaker is bumpy. I own severe Dior sneakers and shoes and I know this is not how it is supposed to feel. Dior doesnt stand behind their bad product. I should get my money back and they can have the sneaker back because it is defective. I did try the sneaker on in the store, they didnt have my size in the color I wanted thats the reason the sneaker was ordered. I need my money back.

   

  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. ↩