Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Chanel, regarding a concerning experience I had with their customer service and warranty policy and the damage is due to quality issues. My case involves the denial of a warranty repair for a pair of Chanel shoes, and the explanation provided by Chanels representatives has left me dissatisfied and frustrated.Details of the Incident:On [Date], I contacted Chanel customer service to initiate a warranty repair for my Chanel shoes, which are well within the warranty period. To my dismay, my request was denied based on the assertion that storing the shoes in the original box could damage them. I find this explanation not only illogical but also contradictory to the purpose of a shoebox in preserving the quality of the product.I have always adhered to Chanels care guidelines and find it unacceptable that my genuine concerns are being dismissed without proper consideration. The denial of my warranty claim raises questions about the quality and durability of Chanel products, as it implies that using the provided packaging could harm the shoes.Desired Resolution:I am seeking the intervention of the Better Business Bureau to address this matter promptly and fairly. My primary request is for Chanel to reconsider and honor my warranty claim for the shoes. If necessary, I also request the replacement of the shoes with a new pair, as a gesture of good faith.I believe that as a consumer, I am *********** the protection and service promised by the warranty, and the denial of this claim without valid grounds is both unjust and disheartening.Thank you for your attention to this matter. I trust that the Better Business Bureau will ensure a fair resolution and uphold the standards of consumer protection.Sincerely,

  Business Response

  Date: 11/21/2023

  We sincerely apologize for any miscommunication. We can assure the client that our packaging, box and dust bags are designed to help protect and preserve their Chanel purchase. Our two-year warranty covers quality and manufacturing issues however, wear and tear are not covered under this policy. We can confirm this shoe style does not have any quality issues. The condition of the shoes appears to be consistent with wear. The client may be eligible for a repair (which can only be determined after a physical assessment from our artisans). The client can visit any of our US Chanel Boutiques to speak directly with a repair specialist for potential next steps.

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased an item from Chanel (*****) on Saturday September **************************************************************** exchange the bag in the ** within the 14 day window as cited on their website. The display model was the last model of this bag available in store. As the sales leader noted on the stores receipt there was a small scratch on the bag prior to the purchase. I was not offered compensation for the scratch or told by purchasing the bag it would be final sale. When I arrived home to ***************** on Monday September 25 (less than 72 hours later), I attempted to exchange the bag for a smaller size or different color in the San Francisco location. In accordance with all local regulation and their corporations policies, this should not have been a problem to attempt to return or exchange the bag in the exact same condition it was received. Please note, i did not open the package or the bag either so all original wrapping and boxing was kept intact. However, the San Francisco store shared at the time of exchange/return they are not able to receive a damaged bag and although (again) I was only returning the bag in the exact condition it was purchased from Chanel, and shared I had no choice but to keep the item. Given that I have not opened the item (it is still in its original packaging with all inclusive items), I have the original receipt and it was well within the 14 day return window; it appears unreasonable for me to not return or exchange the item in the same exact condition (untouched by me) that it was sold. I have read of similar complaints on the BBB website and appears to be a reflection of Chanels fraudulent practices. I emailed Chanel headquarters on October 1, 2022 and was told I would received a response within 72 hours. To date (10/11) I have not received a response with appropriate resolve. I would appreciate any immediate assistance or advisement your office can offer in helping me to reach a resolve.

  Business Response

  Date: 10/13/2023

  We sincerely apologize for the clients experience, due to the item being purchased in our ************************ Boutique we will reach out to our international counterparts to share the clients feedback. Additionally, we are partnering with our San Francisco Boutique to further review the condition of the clients handbag. Our US ************* team has been communicating directly with the client.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20724371
  
  I am rejecting this response because the business only responded (vaguely with no resolve) once they received a complaint from the BBB despite my many phone calls and emails prior to. The only verbal update I was provided was to continue to be patient as the company is trying to contact the original store of purchase to confirm the original condition of the purse (that was unopened on my end) although the receipt from the store notes the condition in the purchasing file. I do not feel the company is acting in good faith as this has not reached a resolve over the course of 3 weeks and appears once it reaches 30 days the options for resolve will be limited. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a Chanel bag on 2/5/22 at Chanel San Francisco store. The pearl ***** turned yellow after 2 months. Chanel quality assessment told me that no yellowing exist and replacing a ***** takes 1 year. Delay is also possible. It doesn't make any sense to me. It turned yellow as shown in the photo attached. I don't accept lie and insisted on a refund. The business should be able to find out my transaction by looking up my name and purchased date without requesting me other info. I will call out to any customer: PLEASE DON'T PURCHASE **********************. YOU WILL REGRET FOR THEIR QUALITY AND SERVICES. USE YOUR MONEY ANYWHERE EXCEPT CHANEL!!

  Business Response

  Date: 06/01/2022

  We apologize that the client is not satisfied with our response however this decision has been reviewed at the highest corporate level. Although the client was offered a replacement chain, we do not think she would be satisfied with this solution as the color of the replacement chain will be consistent with the one she already has. As previously stated the color of the pearls on the clients item is consistent with the color originally designed by the studio. Because there are no quality issues present we are unable to accommodate a refund.

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17219705
  
  I am rejecting this response because:

  The chain is white, the natural color of pearls, originally. The business does not provide any evidence to support its statement. When I first came to the store with this issue, the advisor found out a new bag to compare and gave me the repair time estimate. Now the business just turned things upside down. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/16/2022

  We apologize that the client is not satisfied with our response however this decision has been reviewed at the highest corporate level. As previously stated the color of the pearls on the clients item is consistent with the color originally designed by the studio. We have confirmed with our Boutique teams that the handbag presented to the client for comparison was not the same style as the one the client owns. Because there are no quality issues present we are unable to accommodate a refund.
  

  Customer Answer

  Date: 06/17/2022

   
  Complaint: 17219705
  
  I am rejecting this response because:

  Please provide the official evidence that my bag was designed to have yellow pearl ***** and the compared one was designed to have ********************* *****. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/23/2022

  We are unable to accommodate the clients request because the handbag that the client saw in the store is not the same style as the one purchased by the client. Therefore it would not be a comparable comparison.

  Customer Answer

  Date: 06/23/2022

   
  Complaint: 17219705
  
  I am rejecting this response because:

  The business didn't answer what I asked. It states that the compared one is a different style. So please provide official evidence that my bag was designed to have yellow pearl ***** and the other one was designed to have ********************* *****. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *********** bag early February in 2022 at the store. After 2 months, the chain turned yellow and looked totally different from the original one. I attach the photo that comparing it with a new *********** bag. I believe it has the quality issue. Chanel told me that they cannot refund but can do the assessment and repair, which will take 5.5-7.5 months or more. I gave the bag to the store 10 days ago and then no updates. I don't think I should wait for more than half a year to fix Chanel's own quality issue. This purchase doesn't make any sense to me. I think refund is a good solution for me.

  Business Response

  Date: 05/12/2022

  In order to better assist the client, we need location of where the item was purchased in addition to the repair claim number for quality assessment.  Once we have this information we would be happy to further look into the clients claim.

  Customer Answer

  Date: 05/13/2022

   
  Complaint: 17189029

  The business hasn't resolve my complaint but I can respond what they request from me: 

  
  Purchase store: 

  Chanel San Francisco 

  156 *************, San Francisco, ** 94108

   

  Repair Claim:

  2004127745507

  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/27/2022

  We have reviewed the clients concern regarding the colors of the pearls included on the chain of her handbag.

  The color of the pearls is an iridescent off white. This is not a quality issue and is consistent with the studios intended design.

   Pearl hues can vary in color depending on the style of the handbag. Some handbags are designed with pearlized white, eggshell or cream colors. This item in particular that the client owns, was not designed with pearls that were meant to be white in color.

  After further review, the client would not qualify for a replacement strap since this is how the item was manufactured by our design studio and there are no quality issues present within the item. 

  We did our best to expedite the clients assessment and apologize if the client feels this took longer than expected.

  Customer Answer

  Date: 05/31/2022

   
  Complaint: 17189029
  
  I am rejecting this response because:

  The bag was not off white originally when I purchased it. The business just said it's off white without any support and also refused to do anything for the customer. When I first came to the store with this issue, the advisor found out a new bag to compare and gave me the repair time estimate. Now the business just turned things upside down, which is disappointing. 
  
  Sincerely,
  
  *******************