Order was placed on 5/2/14. First contact by customer was made on 6/4/15. The item in question was eligible for a return (with in the 60 day return policy) as stated in the email dated 6/15/15, with the attached return...
policy form included. However, as per our return policy, the original carton was not sent back with product. Dior reserves the right to deny returns for items that do not meet the return policy requirements. Dior apologizes for any misunderstanding regarding the Diorskin Airflash Matte Touch product. Please understand that usage varies from customer to customer. The Batch Code information was sent to our contact person for quality assurance purposes and no other issues have been reported. In an effort to provide satisfactory customer service, Dior.com will refund the customer the amount requested 8/3/15.
We apologize for the delay in our response regarding Ms. [redacted]'s counter complaint. While we do acknowledge that a submission from Ms.Sodhi was received in June 2015, unfortunately, her statement concerning the amount of her points and her gift choice, does not agree with what she had actually submitted towards the program. Ms. [redacted] submitted 1260 points in June 2015 to add to her account balance of 433.50 points. This submission then increased her account balance to a grand total of 1693.50 points. Unfortunately, this amount was not enough to claim a 2500 point gift, as she was short by 806.50 points. According to Ms [redacted]'s handwritten redemption form, it clearly indicated that Ms. [redacted] had chosen the selection: "bank in your diva account". Written next to her selection, was the number "1260" which agrees with the amount of points that she had mailed in. This choice indicated that she was requesting to save the points she submitted in June 2015 for use at a later date. The 2500 point gift option was not selected, nor did she have the sufficient points to redeem it. Therefore, a gift was not sent and her points were reserved in her account, per Ms. [redacted]'s written request. If Ms. [redacted] would like to view her submission which she had mailed to the program in June of 2015, her archived entry is available upon further request. All points not redeemed before the conclusion of the program were voided . As previously stated, no rewards would be granted after the expiration of the program. All Diva rewards allocated towards the program had been fully expended with the expiration of the program and remain permanently out of stock. Ms. [redacted] did not submit any additional points after banking the value of her June submission; making her unable to claim the 2500 point gift due to insufficient points. Therefore this gift would not have been mailed to her. Also, Ms. [redacted] had the opportunity to redeem from our lesser point gifts using her available balance, had she chosen to do so before the program's end. Unfortunately, we cannot honor the request of Ms. [redacted] for a 2500 point reward associated with this expired program.
Complaint: [redacted]
I am rejecting this response because: My claim form was submitted well before the program ended and I do not know why Dior refuses to acknowledge this fact. While the program has ended, Dior never sent me my 2500 point reward gift and I would like for them to rectify this issue as it is unfair to cheat a customer out of their reward.
Regards,
[redacted]
A Credit of $9.95 for 2 day shipping was issued the same day the customer called: 7/22/15. An email was also sent on 7/23/15 at 2:09 pm advising that a credit was processed: 7/23/15. Dear valued customer, Per your concerns on your...
Dior.com order, we apologize for any delay or misunderstanding of the shipping on your order. We believe our customers should have a pleasant experience when ordering our products. Therefore, we will be refunding you the shipping charges of $9.95 on your current order (#[redacted]). We hope your future orders will be of a more pleasant experience. Thank you for choosing Dior. Kind Regards, Dior Beauty Customer Management ###-###-#### | Opt 2 [redacted]
Dior.com order was placed on Sunday 1/15/2017 @ 10:13PM. The selected shipping method at checkout was ground, and the order was processed the following business day (per the shipping policy referenced online: [redacted]) Monday 1/16/17. Dior.com ships via UPS...
and offers the following shipping options: Ground (7-10 business days), 2 Day (2 business days), and Overnight (1 business day). Business Days: Monday - Friday, excluding federal holidays within the United States. Orders must be placed by 12:00pm EST to be processed during the same business day. Orders received on Saturday,Sunday, and federal holidays will be processed on the following business day and then delivery time will be applied. No delivery on Saturday and Sunday. The order was processed accordingly and received within the expected delivery timeframe based on the shipping method selected. Per your concerns on your Dior.com order, we apologize for the misunderstanding of the shipping on your order. Unfortunately we are unable to make changes to this order at the time customer service was contacted to cancel [redacted] on 1/19. Per UPS tracking on 1/19 Order Processed: Ready for UPS as the order was already packed and processed to be picked up. At that point the customer was advised, you welcome to return the items that you no longer wish to receive and we will promptly process a refund. We believe our customers should have a pleasant experience when ordering our products.
Order was placed on 5/2/14. First contact by customer was made on 6/4/15. The item in question was eligible for a return (with in the 60 day return policy) as stated in the email dated 6/15/15, with the attached return...
policy form included. However, as per our return policy, the original carton was not sent back with product. Dior reserves the right to deny returns for items that do not meet the return policy requirements. Dior apologizes for any misunderstanding regarding the Diorskin Airflash Matte Touch product. Please understand that usage varies from customer to customer. The Batch Code information was sent to our contact person for quality assurance purposes and no other issues have been reported. In an effort to provide satisfactory customer service, Dior.com will refund the customer the amount requested 8/3/15.
We apologize for the delay in our response regarding Ms. [redacted]'s counter complaint. While we do acknowledge that a submission from Ms.Sodhi was received in June 2015, unfortunately, her statement concerning the amount of her points and her gift choice, does not agree with what she had actually submitted towards the program. Ms. [redacted] submitted 1260 points in June 2015 to add to her account balance of 433.50 points. This submission then increased her account balance to a grand total of 1693.50 points. Unfortunately, this amount was not enough to claim a 2500 point gift, as she was short by 806.50 points. According to Ms [redacted]'s handwritten redemption form, it clearly indicated that Ms. [redacted] had chosen the selection: "bank in your diva account". Written next to her selection, was the number "1260" which agrees with the amount of points that she had mailed in. This choice indicated that she was requesting to save the points she submitted in June 2015 for use at a later date. The 2500 point gift option was not selected, nor did she have the sufficient points to redeem it. Therefore, a gift was not sent and her points were reserved in her account, per Ms. [redacted]'s written request. If Ms. [redacted] would like to view her submission which she had mailed to the program in June of 2015, her archived entry is available upon further request. All points not redeemed before the conclusion of the program were voided . As previously stated, no rewards would be granted after the expiration of the program. All Diva rewards allocated towards the program had been fully expended with the expiration of the program and remain permanently out of stock. Ms. [redacted] did not submit any additional points after banking the value of her June submission; making her unable to claim the 2500 point gift due to insufficient points. Therefore this gift would not have been mailed to her. Also, Ms. [redacted] had the opportunity to redeem from our lesser point gifts using her available balance, had she chosen to do so before the program's end. Unfortunately, we cannot honor the request of Ms. [redacted] for a 2500 point reward associated with this expired program.
Complaint: [redacted]
I am rejecting this response because: My claim form was submitted well before the program ended and I do not know why Dior refuses to acknowledge this fact. While the program has ended, Dior never sent me my 2500 point reward gift and I would like for them to rectify this issue as it is unfair to cheat a customer out of their reward.
Regards,
[redacted]
A Credit of $9.95 for 2 day shipping was issued the same day the customer called: 7/22/15. An email was also sent on 7/23/15 at 2:09 pm advising that a credit was processed: 7/23/15. Dear valued customer, Per your concerns on your...
Dior.com order, we apologize for any delay or misunderstanding of the shipping on your order. We believe our customers should have a pleasant experience when ordering our products. Therefore, we will be refunding you the shipping charges of $9.95 on your current order (#[redacted]). We hope your future orders will be of a more pleasant experience. Thank you for choosing Dior. Kind Regards, Dior Beauty Customer Management ###-###-#### | Opt 2 [redacted]
Dior.com order was placed on Sunday 1/15/2017 @ 10:13PM. The selected shipping method at checkout was ground, and the order was processed the following business day (per the shipping policy referenced online: [redacted]) Monday 1/16/17. Dior.com ships via UPS...
and offers the following shipping options: Ground (7-10 business days), 2 Day (2 business days), and Overnight (1 business day). Business Days: Monday - Friday, excluding federal holidays within the United States. Orders must be placed by 12:00pm EST to be processed during the same business day. Orders received on Saturday,Sunday, and federal holidays will be processed on the following business day and then delivery time will be applied. No delivery on Saturday and Sunday. The order was processed accordingly and received within the expected delivery timeframe based on the shipping method selected. Per your concerns on your Dior.com order, we apologize for the misunderstanding of the shipping on your order. Unfortunately we are unable to make changes to this order at the time customer service was contacted to cancel [redacted] on 1/19. Per UPS tracking on 1/19 Order Processed: Ready for UPS as the order was already packed and processed to be picked up. At that point the customer was advised, you welcome to return the items that you no longer wish to receive and we will promptly process a refund. We believe our customers should have a pleasant experience when ordering our products.