On December 14, I placed an order with Yves Delorme, explicitly selecting and paying for express delivery, despite the order qualifying for free shipping. The purchase was intended as a Christmas gift, and even standard delivery should reasonably have arrived on time within the EU, but I chose express delivery to be safe.It quickly became clear that the order would not arrive before Christmas, at which point I contacted customer service. The response I received was: this is not our responsibility; the delay is the carrier’s fault.This is where the experience truly failed.My contractual relationship is with Yves Delorme, not the delivery company. I paid Yves Delorme for a clearly advertised express shipping service that was not delivered. Shifting responsibility to a subcontractor, offering no solution, no compensation, and no ownership of the issue is not acceptable and certainly not consistent with how a premium brand should operate.I clearly stated this in my last email and requested a resolution. That message was sent 4 days ago and has received no response.As of December 29, the order still has not arrived. No refund of the express shipping, no goodwill gesture, no attempt to make the situation right — just silence.This is the first time I have experienced such a lack of accountability from a brand positioning itself as high-end. A premium price should come with premium service, especially when things go wrong. Unfortunately, this experience delivered neither.
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Yves Delorme est la marque de linge de maison de luxe française présente à l'international.
Yves Delorme allie la Poésie, l'Audace, l'Excellence, le Savoir-faire et la préservation de la Nature dans un concept de la Maison Consciente
