DIOR SOLD ME A DEFECTIVE BAG AND TRIED TO BLAME ME FOR IT?! 🤯😤

[@ao6728]

I'm so sorry for what you had to go through with Dior but glad to hear you were able to receive the refund. Dior online customer service is horrible. I had ordered ABC lady dior and received scratched up charms, got them exchange them a couple times but every single ones they sent me were all scratched up. The last ones they sent me, they assured me they just arrived from Paris but still, they were scratched up. So I had to send them back and they called me to tell me they can't accept the return because they weren't in the brand new condition. They had the nerve to blame me for the scratches. They are not even a couple scratches. They looked like someone used rough sanding paper on them. Why would I do that when I had been dealing with this and just trying to get brand new charms for almost 6 months! At the end I got a charge back with my credit card company. I was so upset that a company like Dior would act like a scammer...

[@CAROLCHANNELINGCHIC]

Wow that’s unbelievable. Sorry you had to deal with this too 😞 I wonder if they kept sending you the same exact charms instead of a fresh set. The only other explanation is the whole batch of charms was messed up during production. Luckily you paid by credit card and could do a charge back. I used to think this was a waste of time, but I now send big ticket items to the store for pickup so I can open it there and if I see any issues they can’t blame me for it. But of course I don’t think Dior has this option.

[@ao6728]

@CAROL CHAN That's what I wondered too. Them sending back the exact same items over and over... Yes, I wish I could have ordered to pick up at the store but where I lived then was not close to any of their boutiques. So even if they offered, I wouldn't able to. But the funny thing was, at some point of going back and forth, they offered to bring a case full of charms to my house for me to personally hand pick the ones I want. Lol I laughed that they wouldn't drive hours for that. Of course it never happened 🤣🤣

[@CAROLCHANNELINGCHIC]

LOL that’s such a hilarious offer. If only I could see what this kind of personalized service looks like 😆🤣

[@BaabyOH]

Dior online customer service is truly horrible! I am on my third defect ABC lady dior, and they told me to sent a LETTER to the head office in Paris , to hear what they can do to be able to send me a perfect bag. 😵‍💫

[@Sandra-bq3vm]

So sorry you had to go through all that! So stressful! I am glad that you did not just accept their email response and give up but called them back and was able to speak to someone higher to advocate for you. Not many people would have done that. You also had done so much research on it too! Good for you! Surprised to hear this about Dior since I’ve heard that they are known to treat their customers well. I had a hardware issue with my LV neverfull that I bought online so I took it back to the store to my regular SA. She took it in to send it for repair but she said that it will take up to a year. That was annoying so I thought about just keeping the bag. But I decided to send it anyway but I was pleasantly surprised that they called back on 2 weeks and said I can exchange for a new Neverfull or anything else at the store for the same price. All luxury brand should really have a warranty like this so the customer will trust the brand and will continue to purchase from them. After your video, Dior book tote is completely off of my wish list. Thanks for sharing!

[@CAROLCHANNELINGCHIC]

Wow I can’t imagine having to wait a whole year to get a bag back from repairs. Luckily you were able to exchange it instead. From what I’ve heard LV seems to do much better when it comes to making things right in the event of quality issues/defects. You would think that since both Dior and LV are under the LVMH umbrella, they would operate similarly but apparently not. Honestly I was quite surprised they decided to let me return it after I called. Even though I knew it wasn’t right that they gave different responses to two people with the same exact issue, there was nothing I could do if they wouldn’t budge. It’s way too late to do a chargeback with my credit card so it would’ve been a very expensive lesson. If we had gotten to this conclusion from the beginning I would have a much better impression of them, but unfortunately some of the things that happened in between just don’t sit right with me.

[@michcamaro71]

I’m glad LV treated you that well. Literally ALL of these luxury companies treat people like crap. I’m wondering exactly WHAT they say when training new employees…..”act snobbish and like you’re much better than the customer that you are helping, treat them like crap, and don’t take ANY responsibility for anything that goes wrong with any and all purchases”…..hmmmm

[@luxavore]

Thanks for sharing this informative video. It’s disgraceful, hope your refund is processed swiftly. Bad experiences with the online boutique have really put me off too sadly. Dior beauty online fulfilment is wonderful by contrast. Such a shame 😕

[@CAROLCHANNELINGCHIC]

Oh I didn’t know that Dior beauty has a different fulfillment team. Everything is so inconsistent with them. Luckily I did get my refund right before posting this video. It was a slow process but I’m just relieved it’s over now.

[@joyvillavicencio3501]

Happy New Year Carol! So sorry to hear about your terrible experienece with the Dior booktote. That's a terrible defect for a luxury bag and for Dior to treat you that way. I hope none of their other bags have this kind of defect!

[@CAROLCHANNELINGCHIC]

Yeah I hope the Lady Dior I have doesn’t end up with this same issue. I’ll be keeping a very close eye on it for sure. I wonder if it’s just a Book Tote thing or if Dior’s other canvas bags like the Saddle, Lady D-lite, and 30 Montaigne also have this issue. I haven’t seen anything of the sort from my research but I would hesitate to buy any canvas bag from them at this point.

[@michcamaro71]

New subscriber here. I absolutely LOVE your channel!!! A main reason I really like your channel is because even though you are talking about luxury items, you act very down-to-earth, not snobbish or bougie. Myself and all my friends recently unsubscribed to EVERY luxury channel that people act that way.

[@CAROLCHANNELINGCHIC]

Thanks for subscribing! ❤️ I’m so glad you like my content - I really appreciate the support 🤗

[@MY93025]

Why on earth would a luxury brand use glue for a bag that is fully made of fabric??

[@CAROLCHANNELINGCHIC]

I think it’s to hold the pieces of canvas in place before they stitch it up but I do wonder if it also provides extra support since it is a tote bag and will get heavy when loaded up with stuff inside.

[@aminaelrihany8844]

This is exactly the same issue for the LV neverful in greyish colour. Same complain. Yellowish

[@cneer17]

To maximize margins 💀

[@chenyuanli8029]

I had another bag model with discoloration due to the glue oxidization from the 2020 batch as well. Was told the exact same thing to you by the dior associates. Thanks for the video, will try to call in too

[@mandy389]

I’ve never seen you so mad! Glad you got your refund at the end. The book tote has been on my wish list for quite so time and I just crossed it off :s these luxury brands need to do better and own up to THEIR defects.

[@CAROLCHANNELINGCHIC]

Haha I guess it was really obvious how mad I was 🤭 I’m glad it’s over and dealt with because I feel like that whole ordeal probably resulted in me getting a few extra white hairs from the stress 😂 I can’t believe the varied responses people have gotten from their SAs for the same exact issue though. Dior really needs to have a procedure in place for how to deal with this defect instead of leaving it up to every individual SA. It’s not a good look when some customers are receiving poor service and others are being treated better.

[@NatsumeAoi]

I just found out the yellow glues on the 4 corners of my book tote thanks to your videos !! I am rushing to a Dior boutique during my vacation and they responded as you mentioned “we will send the bag for repair assessment, the process may take up to 1-2 months 😳” I am not yet experienced other areas of the bag but definitely will escalate this so Dior can be more aware of their bag issues

[@CAROLCHANNELINGCHIC]

I hope you get a good response! And hopefully it doesn’t take that long. Some people have said that they were quoted 1-2 months too but got a reply in a week. Good luck!🤞🏻

[@toki7111]

that's terrible! if you didn't have proof that someone else had a refund then you're stuck with the bag 😱. thank you for sharing this

[@CAROLCHANNELINGCHIC]

Yeah that’s what I think helped me argue my case. Hopefully this video can help someone in a similar way if they find themself in the same situation.

[@theresanoble4687]

Hi Carol, I just ordered the limited edition medium lady dior. It is carved and painted by Pietro Ruffo. I lost my dad to cancer a couple months ago. Two nights after his passing I saw the brightest stars I have ever seen in the sky. I am new to Dior....but after I saw the artist Pietro Ruffo and constellation, I really want this bag. Do you know what the warranty is on the hand painted leather bags? Thank you so much, Theresa

[@CAROLCHANNELINGCHIC]

Sorry for your loss Theresa. I love the meaning behind you getting this bag to remember him. Unfortunately I don’t know what the warranty is for this bag. Did you purchase it online or in person with an SA? Maybe your SA can provide you with more details in case you ever need repairs.

[@theresanoble4687]

@CAROL CHAN an SA that has gotten high regards from another woman that has a channel on KZbin.

[@fgzy123]

I just bought their D-Unit boots and they are gorgeous, but they arrived with a tiny flaw where the stitching in a section is broken and frayed. It's not major but I took a photo and sent it to Dior as soon as I unboxed it. I plan on keeping the boots because it's been so stressful waiting for a delayed delivery with the current weather and I don't want to use time doing an exchange. But the email and photo will help in case the threads get worse and I need their so-called after-"care service". I can prove it was an issue on arrival.

[@kathyn1343]

I’m sorry this happened at all but I am even sorrier that Dior treated you this way. That is not ok! I would think twice before buying more Dior items!

[@CAROLCHANNELINGCHIC]

Yeah that’s how I feel too. Quite unfortunate because I wanted another mini lady dior and some of their new bags do seem interesting.

[@Kayla-bx9gd]

Thank you for all the information babe❤. I’m so happy that you can get your refund back 🙌. Dior was my first love for luxury bags but after all the defects and tarnished hardware came so quickly From just short of time used, I was so disappointed 😢and stop purchasing their bags since 2008. Love all your videos and happy new year babe ❤❤.

[@CAROLCHANNELINGCHIC]

Happy new year to you too! 🤗 It’s sad when you loved a brand but don’t want to support them anymore. I don’t see myself purchasing from them again either even though a lot of the stuff is really pretty.

[@Samanta710]

I see that mistreatment of the client is common in Dior.☹️ I bought a Bag on your website and by mistake they charged me twice. I called to complain and the woman who answered me was rude and impolite. He even hung up the phone on me! After several anger and insistence they returned my money.

[@CAROLCHANNELINGCHIC]

Oh wow sorry that happened to you.

[@bobciupa822]

Once Dior knows that you are the original buyer they should be jumping through hoops to make you happy again. No question it is a defect and their responsibility. Dior may once have been a reputable company but now they have a customer base willing to pay any amount for anything with Dior on it. This is why they no longer care about quality or customer service. As long as it is a Dior store it does not matter if it was purchased online, in Hawaii or where ever. I watched a woman in a Paris designer boutique. She went over every item she was purchasing with a fine tooth comb. I thought, "good for her", but that would not have made any difference with this bag as it happened over time. I would be ticked off if it happened to a $35.00 bag. I would not pay even $100 for this. Anything out of my sewing room would be better made without a drop of glue. Very poor workmanship. Very bad customer service. Terrible business.

[@CAROLCHANNELINGCHIC]

I completely agree! Definitely not the level of service I expected from Dior. I haven’t bought anything from them since this ordeal and I don’t think that’ll change anytime soon.

[@BaabyOH]

I am so happy that you got your refund! I am struggling with buying an ABC lady dior without defects. I am on my third defect bag, even though they assured me this third bag would get extra attention and will be shipped to me without defect.. now online customer service told me they cant provide me with any help and that I should write A LETTER to their head office on Paris. 🤯

[@CAROLCHANNELINGCHIC]

WHAT?! A letter? Gosh that’s so antiquated it’s ridiculous. Are they refusing to refund you because they’re accusing you of causing the damage?

[@BaabyOH]

@@CAROLCHANNELINGCHIC Yes i was so confused and asked them a few times if she really meant a letter letter? Like should i handwrite a letter and post it by air?? And she told me yes 😂🫣 but no they dont exactly accuse me or refuse me a refund. All I ever wanted for them is for me to be able to talk with a manager or at least escalate my case to their so called e-commerce team or manager or what they called it, so I would be promised that a perfect bag would be sent out to me, as this is the third one with a defect. So they kept telling me my case were escaleted and that a manager would contact me, but nothing happened , and now they tell me that there is nothing they can do for me. ( after I called them everyday for one week as they kept cut me off the line). One of them even kept pushing me to do a refund and go to the boutique and buy it, but with the new price! ( i bought it before price increase 300€ less). And I dont have a Dior boutique in my country. I have written that letter, and my 30 days return period would expire on Friday (i guess the period starts from the order date right?) so if the head office dont answer me soon I will need to at least try to do an exchange, as I am allowed to do 1 exchange per order. And yes I already did a whole exchange AND return for my first order. So that was two defects bag.. and I made a whole new order that they assured me would be flawless.. and i got this defect bag again. So sorry for my long story 😫😭

[@CAROLCHANNELINGCHIC]

Unfortunately the Dior online boutique is really a hit or miss 😞 They probably don’t want to make any guarantees that the next bag will be perfect so they rather you return it.

[@ting6339]

I have the same problem with book tote with glue oxidized and being blamed that i was not careful with my bag eventhough I use twillys around the handle. What a shame for a big company not owning their defects. Will never buy any dior product thats for sure!

[@awesomepuppy215]

Did you get a refund?

[@CAROLCHANNELINGCHIC]

Oh no. Sorry that happened to you. That’s not the right response at all! 😡 Did they offer to do anything about the bag?

[@ting6339]

They inspected thru pictures even though i offered to go to boutique for inspection. They blamed it on me that i spilled something on it. I rarely use book tote coz its a fabric and i treat my handbags like a baby because they are not cheap. I said its oxidized and they said its not a defect. Bag was 18 months old only. They never offered anything even in exchange or something and put a total blame on me. I will never ever buy dior bags ever. Thank you for putting up the video to make others aware not to buy a defective expensive products. Wish i knew before i bought them.

[@ting6339]

@@awesomepuppy215 no refund nor exchange instead blaming me for a spill which no spill but a oxidized browish glue…

[@CAROLCHANNELINGCHIC]

Wow this is so upsetting. Could you maybe try a different boutique or the online customer service number? I believe the e-commerce team is able to help with in store purchases as long as you have proof of purchase. You’re even within that 2 year warranty period. This is why Dior needs a proper top of the house response to this widespread issue people are having.

[@SB_41]

The same thing happened to me! I purchased the 30 Montaigne Box Bag online in black with black letters. It's no longer available online. I removed the protective covering from the black buckle on the strap. There were noticeable glue marks. I attempted to exchange the bag; I repackaged it in the EXACT method I received the item minus the protective covering. I was blamed for causing the scratches by Dior. They were rude AF. I received the bag back with a basic "f*ck off" from Dior. It was horrible. Typically I am a loyal Chanel customer. I will NEVER EVER purchase another bag from Dior. Chanel has always provided impeccable customer service and I will stay true to their brand. Please don't hesitate if you would like photos.

[@CAROLCHANNELINGCHIC]

So sorry that happened to you. Did you pay with a credit card? Maybe you could try having your credit card company do a charge back if you’re still within the charge back timeframe.

[@fgzy123]

I always always always film my unboxings so that I have proof if something arrived defective, scratched, or anything else. Luckily I live right across the street from a package shop as we call them here in Europe (a store that has an agreement with DHL, UPS, etc, so you can have your packages delivered there and then show your ID to sign for it and pick it up). I film myself getting the box from the package shop and signing for it, keep filming on my 2 minute walk home, and keep filming as I am opening the box and inspecting the items on camera. Even if you can't do that, it would be worth it to film the unboxing whenever you get a chance to open.

[@cneer17]

I still want to buy this!! I’ve been looking for the TDJ in this color and size. Please lmk if it’s still for sale!

[@CAROLCHANNELINGCHIC]

Sorry but I’ve already returned this bag for a refund.

[@chenyangg_]

Currently experiencing something similar! I’ve had 3 exchanges and they were all defective and now I just want a refund instead of store credit/exchange and they’re refusing me! 😢

[@CAROLCHANNELINGCHIC]

Oh no! I’m so sorry to hear that 😞

[@petrina7883]

The real disgrace here is that they would be aware of it by now and still continue to lie and blame the customer 😡. Just own up and look after your customers.

[@CAROLCHANNELINGCHIC]

That’s my biggest issue with all of this too.

[@hannahfox5670]

Happy New Year! I hope you will get your money back ASAP. Dior needs to do better.

[@CAROLCHANNELINGCHIC]

Happy new year to you too! 🤗❤️ I luckily did receive the refund right before posting this video but it was far from an easy process.

[@SundayRose99]

Oh no… how stressful. Hope things work out in the end for you. Apart from this glue issue, I’m curious to know why you’re tired of the TDJ pattern/print? Was there anything that bothered you about it, even the minor details, let me know please. Was it an animal that you didn’t like, a plant or tree, etc… I don’t have any TDJ in anything yet, so I’m very very interested to know about one’s experience with this design. Actually looking at a blouse… hehe! But I don’t want to end up being fed up of seeing something, you know…. Like a grandma-curtain that one feels like ripping off the rails, LOL! Thanks love 💕

[@CAROLCHANNELINGCHIC]

LOL your curtain analogy is too funny 🤣 I think it’s because Dior is constantly churning out this pattern in different colors in a bunch of bags and RTW and I got sick of seeing it. And when I compare the TDJ to some of their seasonal designs, those look more fresh and unique. I still think the TDJ pattern is pretty but the oversaturation killed the joy I had for it.

[@SundayRose99]

@@CAROLCHANNELINGCHIC Interesting! Good point there Carol, thanks! Over saturation is not doing them good. Thanks so much for your perspective, it’s very helpful

[@SundayRose99]

Keep us updated on your refund situation. Truly not the “luxurious experience” that one expects from the Maison. I believe that the luxury must be a total experience from buying, to packaging, to delivery, to usage and right to care, maintenance and after-services which includes defects management, warranty and repair or refunds. 🙌🏼

[@CAROLCHANNELINGCHIC]

Completely agree with everything you said! Luckily I have received the refund already so I guess in a way all’s well that ends well 🙂

[@mikenguyen5117]

The same with me, Dior send me defect bag and when I send an email with photos they blamed everything to me

[@CAROLCHANNELINGCHIC]

Oh no! 😞 Try to escalate it with a manager or something. Sometimes getting them to do anything requires a lot of persistence.

[@CAROLCHANNELINGCHIC]

Oh no! 😞 Try to escalate it with a manager or something. Sometimes getting them to do anything requires a lot of persistence.

[@mikenguyen5117]

@@CAROLCHANNELINGCHIC thanks Carol

[@je-suis_Tati]

Sorry this happened to you, this is why I dislike the brand, specially bothers me when people say that Dior has such a great service 😂😂😂. They are awful I don’t understand how some KZbinrs always say that…🤔🤔. I bought something online, they were charging one price and then lower the price a couple of weeks later, I contacted them and I got an email saying an ambassador was going to reach out, after three weeks I am still waiting lol, they never did 😂. It’s the principle for me 🤷🏼‍♀️

[@CAROLCHANNELINGCHIC]

You are definitely way more patient than I am 😂😂 I would’ve called them to ask what was going on two weeks ago. I was told that after I shipped the bag back someone would contact me to provide my credit card info for the refund, so I waited for that call. Eventually they did call but I missed it and they didn’t leave a voicemail or follow up with an email. If I didn’t recognize the number and call them back myself, I really wonder if they would’ve tried calling me again. I am very curious what item this is though. I’ve never heard of Dior lowering the price on anything before unless the item went on sale, but I think sales only happen in the boutiques.

[@je-suis_Tati]

@@CAROLCHANNELINGCHIC it was the ROUGE DIOR MINAUDIÈRE - LIMITED EDITION piece. I bought it for 240 it is now 190 🙄

[@carrotsanti]

I ended up finding the same spots you mentioned in the previous video on my own book tote so thank you for bringing this to light! Going in on Tuesday so fingers crossed. How did the refund process go? Did they ask for your card details or just went through the account payment details from back then?

[@yulianagonzalez2428]

So sad paying so much for a defective bag it seems like is everywhere 😢 hope you also get your refund quick

[@CAROLCHANNELINGCHIC]

Hope you have good luck getting a refund for yours. The refund process was slow but not awful. It might’ve been longer because it was the holiday season when I sent it back. They had to ask for my card info again because they’ve switched to a new payment system or something of the sort since I bought mine and no longer had the info stored.

[@a_west2242]

Yes the Dior Customer service online are sucks! They don’t treat online customer well with the same boutique customer even we’re paying the same amount.

[@CAROLCHANNELINGCHIC]

Sorry to hear you’ve had bad experiences with them too 😞

[@carrotsanti]

Just an update for those who were interested! They insisted on taking it back to Paris for "repairs" no idea how they thought it could be repaired but fine. I get a text today and basically got credit back but the service was atrocious, he was generally uninterested, didn't really seem like he cared and that really made me not want to even shop there anymore. I requested for a refund but he pushed back and ended up leaving me on read so be careful if any of you plan on purchasing this! The trouble has NOT been worth it.

[@thamnahi6747]

Could you tell us what bag you were planning to buy prior to this dilemma?

[@CAROLCHANNELINGCHIC]

Yeah I was going to get the embroidered mini lady dior that was released around November or so right in time for the holiday season. I believe the print on it was called Jardin d’Hiver but I could be wrong. There were two different color combos - white with gold details or white with blue details.

[@thamnahi6747]

@@CAROLCHANNELINGCHIC ohh that’s a beautiful lady Dior bag

[@Lunaarts6]

They said the same thing to me, tried to tell me it was fake…

[@ditsygirl5409]

So lucky I got my LV otg instead of a Dior book tote.

[@CAROLCHANNELINGCHIC]

Haha dodged a bullet there 😆

[@galexynotprovided9945]

I am so glad Dior agreed to give you a refund. Good for you for being determined to get treated fairly.

[@CAROLCHANNELINGCHIC]

Yeah I’m so grateful for the person I spoke with for giving me so many details on her experience with the refund. If I didn’t know that info, I might not have gotten the same outcome.