ComplaintsforChristian Dior, Inc.

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Initial Complaint
10/28/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made an order on **** Beauty website (online order). One of the product (Dior rouge blush Ultra-Pigmented Powder Blush - Long Wear 100 **** look) was not in the package. Ive tried different ways to contact ****, messaged their customer service, send email to their customer services and called them for a couple of times. They didnt provide me a clear solution, instead, they asked me to wait. I have no idea how long I should wait. I placed this order weeks ago, Ive been trying to contact them for weeks, but have never received a solution. So I decide to file this complaint.Please help. Thank you!
Business response
10/28/2024
Dear **** ****,

Thank you for contacting us regarding your perfume 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
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Greetings i have reach Dior numerous times concerning a Missing gift from my order number #*********. i made this order and **** said i would receive the mirror and Lipstick set has a complimentary gift. I was told the gift was not in stock and unfortunately thats not true .I seen numerous people receiving this gift in their Dior orders. I also have heard that **** customer service is awful in resolving . I am beyound frustated and dissapointed at this point . I was told i would receive some Samples but it was denied. If a Company promises a complimentary gift with any Beauty purchase that person should receive it.
Customer response
11/19/2024
Better Business Bureau:

At this time, my complaint, ID ******** regarding Christian Dior Perfumes, Inc. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

********* *********
Initial Complaint
09/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 20, 2024, at 12:56 PM, I purchased a shirt that initially appeared satisfactory. However, upon closer inspection , I noticed loose threads hanging from a portion of the garment. I returned to the store the following day, and the staff was very accommodating in addressing the issue. Regrettably, after returning home, I found additional fraying in a different area of the shirt. As this location is far from my home, I kindly request a shipping label to return the item for a refund. This has been a disappointing experience and not one I have encountered previously with your clothing.
Business response
09/30/2024
Dear ****** *****,

We are pleased to confirm the receipt and review of your message concerning your refund and return label request from our ********************* boutique. I sincerely apologize for the delay and any inconvenience caused by this situation.

We would like to inform you that your request has been promptly forwarded to the ********************* Dior 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 and assistance.

If you have any questions in the meantime, we encourage you to contact our ********************** at 1-800-929-DIOR (3467) from 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
10/08/2024
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 your response. I am declining the offer, not due to any issue with your response, but because I would still prefer to return the item for a refund.

I have received a shipping label via email, which is linked to my **** account. The label is from *** and lists the original purchase location as the return address. Could you kindly confirm if I should proceed with printing the label and sending the item back?

Please be advised that the shirt remains in its original condition, with all tags attached.

Thank you for your assistance.

Kind regards,
****** *****

Business response
10/19/2024
Dear ****** *****,

We are pleased to confirm the receipt and review of your message concerning the return shipping label you received and your refund request from our ********************* boutique.

We would like to inform you that your request has been forwarded to the ********************* Dior boutique team. Please allow the boutique ***** hours to reach out to you with confirmation and to provide further assistance. While we can access information about boutique purchases, our team can only offer direct assistance for ******** orders.

If you have any questions in the meantime, we encourage you to contact our ********************** a* ************** *****) from 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
10/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****
Initial Complaint
08/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought 2 sunglasses at Dior boutique 05/2022 when I traveled to *****, 1 is new, the other is what Im complaining now, is the only one left and for display. I liked it so I still bought it. But after I use the sunglasses for only one or 2 times. One of the s**** is missing. I tried to bring it to the local Dior store but the staff told me they didnt have a part for repair it. They asked me to go to optical store to fix it. Anyone didnt mention the dior sunglasses guarantee is 2 years. So I went to optical store, unfortunately they didnt have the right s**** to my glasses.I finally made my trip to ***** 2 years later which is 06/2024, tried to find the same sales person who sold the glasses to me. To look for he understood the whole thing and might help me with it. But I could find the sales person. Another staff took the glasses and said the same thing to me asked to go to the optical shop. Still not mentioned anything about 2 year warranty.So I bought a used sunglasses for display which is $476.85. Which I knew is not new but whats unacceptable is broken in several days. And the staffs know I could get an exchange for free in 2 years warranty but nobody told me to do so. Just kicked me out and wasted my time. After the 2 year warranty expired, they tell me now they can do nothing about it. Even dont have a part for repair it.So Im requesting repair or exchange or refund.
Business response
08/21/2024
Dear ***********************,
Thank you for your message regarding your beloved sunglasses acquired at our boutique in **********
I am sorry to hear about their current condition and would like to reassure 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 Dior.com orders.
Please allow the boutique ***** hours to reach out with further information.
If you have any questions in the meantime, we welcome you to contact our ************** Center 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
Initial Complaint
08/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased an item on 6/14/24 for $722.50 using Christian Dior's official website. Didn't like the item and returned without using. **** confirmed receiving the item on 7/16. I waiting for a month but still no refund. Called Dior on 8/9 and they said they don't know why the refund wasn't processed and had to look it up. On 8/13, they emailed saying that the return box is empty, and refused to refund immediately. This is ridiculous. They confirmed receiving the return and didn't mention anything for a month until I called! Now refuse to refund by claiming the box is empty.
Business response
08/16/2024
Dear *********,

We acknowledge and appreciate your inquiry regarding your return request for order **********. Our team has received the returned parcel and is thoroughly reviewing your request. We are pleased to respond with an update on this matter once our investigation concludes.

We would like to assure you that every order undergoes a quality assurance assessment 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 an exchange.

As per our return policy, "You can return any order to us within 30 days of receiving it. Product(s) must be returned in the original packaging, accompanied by any accessories and documents provided (notices, guarantees, return tags, certificates of authenticity). Any damaged, used, incomplete or soiled product(s) cannot be returned or exchanged. Failure to do so may result in non-acceptance of your return or exchange.

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
08/19/2024
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 utterly confusing - first Dior claimed the return box is empty and now they are saying they are examining the returned item. Do they have it or not?! They confirmed the receipt of the item on July 16th and still investigating! Where is the refund?

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

Sincerely,

****************

Business response
08/24/2024
Dear ****************,

It would be my pleasure to provide you further information regarding your return parcel inquiry.

Upon my review I may confirm that on July 15th the return of your order was received at our workshop. On July 16th return processing began which triggered an automatic email sent to you confirming that return processing began. As stated in that automated email, your return was being examined by our quality experts to ensure it meets our return standard. During processing, our quality experts confirmed we received an empty Dior gift box.

In an effort to further assist you we launched an investigation with our carrier and internal teams. We thank you kindly for your patience awhile the investigation took place which can range between ***** business days.

Concluding our investigation, the House of Dior is happy to assist you with a refund for the order. This determination and conclusion was initially shared in our email to you on August 20th. In our email we kindly asked that you allow 3-5 business days for the full amount to be reflected on your online bank statement. The amount should reflect on your end shortly, if not already.

Again, I would like to express our sincerest thanks for your patience and understanding. I apologize for any inconvenience or confusion this experience may have caused and I hope this information help clarified your inquiry. Should you have any further questions I welcome you to reply to the existing email thread or contact our client service center at ************** ****** Monday-Saturday 10am-10pm EST; Sunday 11am-7pm EST.

Sincerely,

Christian Dior Couture
Initial Complaint
08/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi BBB, I am seeking help to have my husband's wedding suit exhanged by ****. I purchased the suit from Dior Waikiki boutique for our marriage registration ceremony in Dec 2022. The alternation made by the Dior Waikiki store in-house tailor was horrible. There are obvious wrinkles in the shoulder and back part. We filed the complaint to Dior. **** acknowledged the mistake. Since back then we live in ***********, we were arranged to the ********************** boutique to repair the suit. The South Coast plaza boutique also acknowledged the mistake by the Dior tailor in ******* but there is nothing immediate they can do to repair it. So they had to offer an exchange. However, since our marriage registration ceremony is just a couple days after; there is no time for the necessary alternation to be done. Therefore, we declined the exchange offer and decided to come back to it later. The suit was only wore once in the wedding. A lot of things happened last year so that we did not follow up until three weeks ago. Dior customer service center, ************ (the city we live in now) and Dior Waikiki all acknowledged the mistake. They all expressed deep sorry about this situation. Toronto boutique seamstress confirmed there is no fabric left to repair the suit so exchange and redo the alteration is the only option. I was hopeful for the past three weeks that the suit can be exchanged since all parties from **** assumed the responsibility. However, today they declined my request with no logical reason. I has been an inconvenience to wear an expensive but wrinkled suit in the wedding. Now I feel very puzzled and disappointed they refuse to make it right. A side note is that the Waikiki tailor destroyed my dress too. Since my dress did not need alternation with one size down, it got exchanged. Also, the customer service center mentioned since the tailor is so horrible, he has left Waikiki boutique due to multiple complaints.
Business response
08/13/2024
Dear ***************,

We acknowledge and thank you for your inquiry. We sincerely apologize for any inconvenience surrounding your husband's suit alteration.

It brings us great pleasure to confirm that your concerns have already been elevated to the appropriate teams.

We will continue to communicate and update you through the existing email thread. If you have any questions in the meantime, we welcome you to reply there or contact our client service center at ************** ****** Monday-Saturday 10am-10pm EST; Sunday 11am-7pm EST

We look forward to assisting you further and thank you for your time, attention, and understanding. It is immensely appreciated as we work diligently in improving this experience.

Sincerely,
Christian Dior Couture
Initial Complaint
08/09/2024
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
Aug 8 2024. I purchased a dior lip addict lipstick from their online site. The confirmation came without a color stated so I called customer care to ensure the order was correct. ************* did not care about my issue he checked the order and saw that the order was not placed as i wished with the color I had chosen in the cart. Then he proceeded to tell me it could not be corrected or cancelled and the order had been placed five minutes before. What kind of outdated technology are they working with that you cannot make updates or modifications to satisfy customer orders, I was very disappointed to find out there was no way for me to receive the preferred color. It was no fault of my own but a glitch in their operating system that defaulted to that color not the one I had chosen. I cant believe that there is no way to be refunded or exchange the item except not to accept receipt of the mail. I am beginning to believe the younger generation when they say the world is ending soon because of the greed and wickedness that prevails. When a company with the prestige of Dior has to make revenue by ripping off customers with faulty orders. With no acceptable way to make it right and satisfy the customer this is a disgrace and not customer friendly caring or supportive. They need to get tips on customer satisfaction from ******.
Initial Complaint
08/05/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
I received a leaking fragrance and after contacting customer services was told to bag up a leaking fragrance (per postal policies you are not supposed to send leaking items) and I got absolutely nowhere with customer service. Replies were few and far between The agent was remarkably unhelpful I want a refund for the time I spent dealing. With customer service and a replacement product Moving forward I do not want to buy from this retailer directly if this is how they handle damaged and defective goods.I've spent a fair amount on FB items and honestly this is silly how long it's taken to get a resolution
Customer response
08/29/2024
Better Business Bureau:

At this time, I have not been contacted by Christian Dior Perfumes, Inc. regarding complaint ID ********.

Sincerely,

*******************************
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Whilst trying to make a return 2 days after a purchase i was told Im not allowed. Reasoning I was given that if a customer declined their personal information during a transaction, they return cannot be made. However, the sales associate that sold the item did not request such customer information or inform of this policy. I was simply checked out (like any normal person does we pay and leave ) and went on my way out of the store. The sales associate purposely failed to request customer information, knowing that if any of his customers come back to make a return, he can purposefully keep his commission and decline any refunds based on a technicality in the return policy . But this matter cannot fall on the customer , but shame on the employee for playing their customer and purposely not asking for client info so you can decline refunds and keep your commission. This is a very undetectable , easily over looked version of theft. Theft in any way shape or form is immoral and wrong. *** reached out kindly to dispute this matter a number of times, being told the manager will reach out but to no avail. And never does. I dont make a claim because I was the finances returned , I make a claim because its wrong to silently steal and manipulate customers to claim a commission. anyone would feel unsettled if you were wronged because a certain employee manipulated you to his advantage and took advantage of the return policy to benefit himself at the expense of others. And no one will even hear out my claim. More than likely believing im another disgruntled customer - but the matter is bigger.
Business response
07/10/2024
Dear *****************************.

Thank you for contacting us regarding your recent boutique 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 team at the Scottsdale boutique to request a follow-up on your behalf.

Kindly allow the boutique team ***** hours to review your request and get in touch with you with a response.

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
07/08/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 7th, at 6 PM, before closing time, I visited the Dior store to search for heels for my upcoming wedding. I was assisted by an associate named ********. She retrieved a pair of heels from the back and provided them to me. I tried them on and walked around the store. Due to the stress and fatigue of the day, as I urgently needed wedding shoes, I did not inspect the soles before making the purchase. I did inquire about an indentation on the side of the shoe, to which ******** assured me that this was part of the shoe's design.I returned home immediately afterward and did not wear the shoes at all. Upon reconsideration, I decided that the heels were too high for my wedding. I returned to the store the following day, on July 8th at opening time, to return the heels.However, I was informed by *********************, the assistant manager, that the shoes could not be returned as there was supposed evidence of them being worn outside. This claim is unfounded as I did not wear them outside. He pointed out an indentation on the sole, which would not occur merely from walking outside; rather, further marks would be present, suggesting that the shoes were sold to me in a damaged condition. Additionally, he cited the indentation on the side of the heel as evidence of further damage, despite the reassurance from the previous day that it was part of the heel's design. The sales associate who assisted me the day before avoided speaking with **** requested to view footage of the sales associate inspecting the shoe on the prior day to see if its condition at the time of sale, but this request was denied.I had called their support line later in the day and spoke with a representative who stated that likely the item was damaged if it was hidden in the back of the store, but ultimately the choice to return depends on the individual store. This situation demonstrates a clear violation of the Consumer Protection Act, and I would like to request a full refund for the purchase.
Business response
07/09/2024
Dear *******************************,

I am pleased to confirm the receipt and review of your message concerning your return request from our Toronto Colonnade 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 Toronto Colonnade Dior 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 in the meantime, 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
07/09/2024
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 have not yet received a refund for the damaged heels I was sold. According to the ******** Protection Act, consumers are entitled to a refund if the goods they purchase are found to be damaged. Upon reviewing the video surveillance of my transaction, you will observe that I inquired with the sales associate, ********, regarding an indentation on the satin, questioning whether it was damage or part of the heel. ******** assured me that it was part of the heel. However, the following day, I was informed that this indentation was indeed damage, indicating that I was sold a damaged shoe.
Additionally, there is no evidence that I have worn the shoes outside, as the soles remain unmarked by any walking imprints, which would have been visible had I walked outside in them. Instead, the sole has a marking that appears to be from a nail or another hard object, which could have resulted from another customer trying on the shoes in the store. I have attached photos for your review to substantiate my claim.
Under the ******** Protection Act, if the seller refuses to cooperate, I am entitled to file a complaint with the ******** of ********** and ******** Services in *******. Should this matter remain unresolved, I will proceed with this course of action as my next step.

Thank you for your prompt attention to this matter.

Sincerely,

*******************************

Business response
08/09/2024
Dear *******************************,

We acknowledge receipt of your recent inquiry regarding the denial for your return request at Dior Toronto Colonnade Boutique.

As previously advised your contact information and details of your inquiry were shared with our boutique counterparts to aid your request for review and determination. However, as the boutique has confirmed that they can not accept your return we remain aligned with their decision.

Your original request was promptly forwarded to the team at Toronto Colonnade Dior Boutique. Following our internal procedures, it was confirmed that the shoes were provided to you in pristine condition, verified through internal CCTV footage and our quality assurance process. We understand your request to view this footage; however, due to its sensitive nature, including images of our staff and boutique layout, we are unable to accommodate this.

As per our return policy, "Any damaged, used, incomplete, or soiled product(s) cannot be returned or exchanged." As your shoes had signs of wear on the soles, they would be considered used and thus unable to be accepted for return.

Please note, that while we have access to information regarding Dior.com orders, our ability to provide direct assistance for boutique purchases is limited. For further assistance, we encourage you to contact the Toronto Colonnade Dior boutique directly.

Sincerely,

Christian Dior Couture
Customer response
08/09/2024
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:
While I acknowledge the efforts of the Dior customer service representative in addressing my refund concerns, I was advised to contact the boutique directly. Unfortunately, the boutique has refused to accept the return, citing damage to the heels. However, the explanation and lack of evidence provided by the boutique regarding the alleged damage are unsatisfactory and do not align with the condition of the shoes as shown in the previous attached photos. The **** on the shoe is not consistent with outdoor wear, and I believe the refusal to accept the return is motivated by the potential impact on the sales associate's commission.
I request a more thorough explanation and concrete evidence of the alleged damage to the shoes.

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

Sincerely,

*******************************

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ComplaintsforChristian Dior, Inc.

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