ComplaintsforChanel, Inc.
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Complaint Details
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Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Handbag was purchased at Chanel boutique on 8/19/23. Brought it back on 12/9/23 because the metal hardware rings on the top handle were leaving a black residue on the top leather handle and the shoulder strap. Staff agreed this was not normal and Chanel will repair free of charge. I was told 6-12 weeks time to fix. Have not seen the bag since or heard about updates. Called the boutique and was told they could not find a replacement handle and will take 12 months! Called the customer service line and asked to speak with someone from corporate to get more specific details. No one calls me back. Evidently, no ones thinks this should be prioritized. If that is the case, then I would like a full refund of what was paid and we can call it done. I will never be purchasing another Chanel product in the future.Business response
03/29/2024
We sincerely apologize for the clients experience. We can confirm the client has spoken to a ************* manager who has shared that their repair is being expedited. Should the client have any further questions we remain at their disposal.Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My repair claim #************* requested clasp and decorative ornament replacement. However, the replacement was not executed. I was not able to re-engage immediately due to the poor quality of the product, disappointing and lengthy after-sales service, and frustration caused by the process. Instead, I documented the oversight with photographs and intended to follow up at a more convenient time. Upon recent contact with the store, they agreed to rectify the issue in the claim #************* and this would be complementary. However, I received an email two weeks later informing me that I would be charged for their incomplete work from the previous claim because I didn't reach out immediately, disregarding the evidence I provided. It is unfair for Chanel to penalize me for not immediately reaching out, especially when such a requirement was not specified in prior claims. This excuse is unacceptable, and I demand a fair resolution to this matter.Business response
03/13/2024
We apologize for any inconvenience the client is experiencing. Our ************* team is reviewing the clients repair claim and will be in touch to provide further direct assistance.Customer response
03/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I appreciate the prompt response from the care team. I've received some updates, but I'm uncertain if they were directed by the team:
************************* at the Palo Alto store offered to waive the fee for cc logo and clasp replacement, but communicating with him has been uncomfortable. Initially, despite presenting evidence, he insisted that repair fee is required. When I requested evidence of prior replacement, he refused to provide it but then offered to waive the fee. However, there was no apology for the inconvenience caused by prior incomplete work. He changed the subject to blame me for not addressing the matter immediately and attempted to educate me on what I should have done. I would prefer another specialist to handle my case.
Sincerely,
*******************
Business response
03/29/2024
We sincerely apologize for the clients experience and thank the client for sharing their feedback. We can confirm that our ************* team will remain the clients point of contact throughout the repair process. As previously shared this repair will be complimentary. Should the client have any additional questions we remain at their disposal.Initial Complaint
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order with Chanel on 01/21/24 and returned it within their two weeks return window. I received an email that the return was received on 02/02/2024. The email stated it can take 14 business days to process and another 7 business days to appear in the account. As of 03/06/2024, there is still no refund and no communication from Chanel. I sent emails that went unanswered and spoke to customer service which informed me that there was an issue and that several customers are affected but they don't know who. Nobody from Chanel has reached out to me. ******* said they are unable to tell me when the refund will be processed, no timeframe was available at all. Not only is it unacceptable to not reach out to affected customers, or at least try, and at the very least keep them informed and offer a solution for the inconvenience, but to keep money that long is absolutely not OK.Business response
03/08/2024
We sincerely apologize for the clients experience. We are looking into the matter concerning the clients refund and will be in touch once we have an update.Initial Complaint
02/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am simply trying to unsubscribe from their email and them wont let you do it by email. You have to call up the company and go through this long process to get to the page to unsubscribe. But then when i fill out the form it wont let me submit it. They have somehow made it impossible to unsubscribe from their email list. It is infuriating and I do not want to receive marketing from them any longer and they force me to continue to receive their email in my inbox. Please help me force them to take them off their mailing list. Thank you, ***************************Business response
02/23/2024
We are sorry to learn that the client faced challenges when attempting to unsubscribe on Chanel.com. We can confirm that we have unsubscribed the client. If the client has any further concerns or questions, they may contact ************* at ************.Initial Complaint
01/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was given a gift from the Chanel store in the design district. It was a $1200 hat from *****. The hat did not fit, so I wanted to exchange it for something else. They told me that I did not have the receipt, but if I gave the date of the transaction as well as the purchaser, it was fine. Once I told them it was *****, they confirmed the purchase and said that because he was a celebrity, he had to be present to approve the exchange. That obviously isn't possible. They simply did not want to lose the commission because I was going to buy shoes instead and it's harder to move a $1200 hat. I tried on TWO occasions to exchange because it makes no sense to have to keep a hat that is only one size and does not fit my head. They simply did not want to take the hat to meet sales goals knowing that ***** would not be able to come to the store as he does not live here.Business response
01/19/2024
We apologize for any inconvenience the client is experiencing with their exchange request. We are reviewing this matter further in partnership with our ************* and ********************** teams. Once we have an update, we will reach out to the client directly.Customer response
01/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I have yet to have the matter resolved. Someone initially reached out to me and stated that the individual who purchased my hat was told that everything was final sale. This makes no sense considering that nothing purchased was on sale. Per company policy, everything purchased was refundable or exchangeable. I have yet to be able to exchange my item, this entire ordeal involves a simple resolution.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Business response
03/08/2024
We sincerely apologize the client is disappointed with this decision. As the client is not the original purchaser,we are unable to disclose any further details on the purchase and are unable to accommodate the return.Customer response
03/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:No effort or resolve has been made. Business is inflexible, and not abiding by their own return policy. It does not matter who the original purchaser is.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Initial Complaint
12/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
CHANEL Order ***************: I placed an order online via ********** on 10/15/2023. My order shipped and the package I received in the mail was empty. I live in apartment complex. The delivery driver left the package at my door while I was at work. When I arrived home to receive and opened my package it was empty. Only the gift box without the contents/item purchased could be found. After further inspection the outer brown box looked like it was taped. I have order multiple times from this retailer and have never seen them use tape (the box usually only has the inner adhesive). I reported the issue immediately to Chanel customer service the same day on 10/19/2023. I disputed the charge with my bank while they investigated. No reply back or follow up from Chanel, EVER. I just received a response back from my bank claiming Chanel delivered the goods as promised and that I would be charged the original amount without recourse. The worst customer service ever. 0/10 would not recommend. I will not be shopping online with Chanel and wouldnt not recommend it to others. They could care less about their customers because they are a multibillion company. Whats a few complaints worth when people still clamor over their overpriced products. Disgusting way to do business.Business response
12/20/2023
We are very sorry to learn of the clients experience with their ********** order. Unfortunately, we were unable to locate any previous contacts to Chanel ************** To provide further direct assistance a ************* manager will be reaching out to the client.Initial Complaint
11/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hello to whom this may concern I purchased three bottles of Chanel perfume ********* Chanel n5 Chanel n19 along with body products none of the perfumes spray matter of fact ********* is missing the spray button all the body products are destroyed too looking for replacement not moneyBusiness response
12/01/2023
We sincerely apologize for the clients experience. To further assist we need a copy of the receipt and images of the items. Once we have this information, we can attempt to determine potential next steps. We appreciate the clients cooperation and understanding.Initial Complaint
11/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased shoes at Chanel at ******************************** on Friday 11/10/2023 at 11:05 am. I was wrongly charged for *** sales tax. I was having the shoes shipped to my home in ** which has no sales tax on shoes. I asked for a refund of the sales tax. The sales tax is one issue. The main issue is that I have not received the merchandise. I was told the shoes would be shipped out on 11/10/23 and arrive on 11/13/23. I have NO correspondence from the store regarding shipping notification or a tracking number. I called the number on my receipt ************ on Wed 11/15/23 to ask about the shipment. They said someone from the store would be in contact with me. However, no one has called. This is criminal. I was charged for shoes and I have not received them and cannot get in touch with anyone. I am rightfully *********** a full refund. Thank you.Business response
11/21/2023
Thank you for contacting us regarding your recent shoe purchase.Please be assured that we are looking into this matter further. Our ************* team will be contact with an update.Initial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A friend of mine, who had a contact woirking for Chanel, in the offfces, gifted a facial moisturizer from their Le Blanc Line,We both went to Chanel headquarters in ***, but only my friend and his friend went inside the Chanel Employee Store where he purchased the product in question.I have had that lotion for quite a while, stored in a dry and cool place, in its original packaging.When it came time for me to use the lotion, i had an allergic reaction.I contacted Chanel inmmediately, they asked to return the product, which I did,They returned the product to me, and said that because i didnt have proof of purchase, wasnt a legitimate product.I would like for them to replace it with a new lotion.Business response
11/03/2023
We sincerely apologize for any inconvenience. We can confirm the clients item was submitted for evaluation. As the product did not meet our acceptance criteria it was sent back to the client. In accordance with our return policy, we are unable to return, exchange or replace this item.Initial Complaint
10/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Defective product. ******** refuses to pay for shipping back to them for repairs. You cannot contact anyone in the company except customer care and they are no help. The Merchant is Chanel and product is shoes. There is no Chanel boutique in ************ so the shoes must be shipped.Business response
11/03/2023
We sincerely apologize for any inconvenience. As theses shoes were purchased at *******************, we suggest the client reach out to the original point of purchase. Alternatively, we also have a Boutique located in Neiman ****** in the ******************** where the client can speak directly to a repair specialist to determine repair eligibility and next steps.Either of these locations can help provide the client instructions on how to ship the shoes for an assessment at their own expense. We appreciate the clients understanding and are happy to answer any additional questions.
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Customer Complaints Summary
75 total complaints in the last 3 years.
25 complaints closed in the last 12 months.