Michael Rider - Designer, Creative Director of Celine

[HigthaVandah]

I guess this is the Celine thread now, so I'm posting this here. I've had a surprising amount of trouble trying to buy a brown western belt recently. Was traveling near a boutique, they only had one in my (common) size and it was stained. Got home and they were sold out online so I ordered a beige one. It arrives without any plastic covering on the hardware, which is covered in scratches. I return that and order a brown one now that they're back in stock. A thin brown triomphe belt arrives. I call customer service and a rep who is either very, very stoned or feverish to the point of borderline incoherence tells me there is an exchange process but I'm better off just returning it and emailing customer service. (I thought you were customer service?)

 

[tourbillions]

Sounds like a big adventure just for a belt.

 

[Nimsay]

So right when Hedi leaves they start email tracking and the customer service plummets.

Previously I called CS and they sent someone to my house from the Celine boutique here to hand deliver a belt.

 

[reese06]

So right when Hedi leaves they start email tracking and the customer service plummets.

Previously I called CS and they sent someone to my house from the Celine boutique here to hand deliver a belt.

This is not fair or relevant tbh.

Hedi has nothing to do with the quality of CS experiences. I can give you a million horror stories across the board from LVMH. You could have very well had the same experience but it boils down to a lot of factors.

 

[Nimsay]

I think that Hedi attracts the best sales people because they want a lot of commissions and want to be at the best brands. Therefore he does bring good CS with him because he attracts the best SAs.

 

[tourbillions]

not people thinking hedi influences customer service 😭 this has to be a simulation. Again all for a belt, i imagine if i buy a bag ill get a full bottle of champagne hand delivered to me by hedi's butler.

 

[BalkaniStaCouture]

This IS THE WRONG thread. This is MICHAEL RIDER

I guess this is the Celine thread now, so I'm posting this here. I've had a surprising amount of trouble trying to buy a brown western belt recently. Was traveling near a boutique, they only had one in my (common) size and it was stained. Got home and they were sold out online so I ordered a beige one. It arrives without any plastic covering on the hardware, which is covered in scratches. I return that and order a brown one now that they're back in stock. A thin brown triomphe belt arrives. I call customer service and a rep who is either very, very stoned or feverish to the point of borderline incoherence tells me there is an exchange process but I'm better off just returning it and emailing customer service. (I thought you were customer service?)

 

[reese06]

When you contact CS, those advisors are people who no longer want to do hardcore retail luxury sales- I am speaking from experience of managing those departments- and Lvmh has not fully figured out e-commerce especially companies like Celine and Dior who just brought their CS in house. Those commission and sales structures are totally different. Noone with a book is going to start working in CS for Celine unless they no longer want to sell.

The executive structure in cs is not going to have some big change because of hedi.

I think that Hedi attracts the best sales people because they want a lot of commissions and want to be at the best brands. Therefore he does bring good CS with him because he attracts the best SAs.