Complaints

This profile includes complaints for Chanel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Chanel, Inc. has 30 locations, listed below.

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  Chanel, Inc.

  9 W 57th St Fl 44 New York, NY 10019-2701

• 

  Chanel, Inc Bellagio

  3600 Las Vegas Blvd S Las Vegas, NV 89109-4303

• 

  Chanel, Inc.

  103 755 Burrard St Vancouver, BC V6Z 1X6

• 

  Chanel, Inc.

  The Mall at Short Hills 1200 Morris Turnpike Short Hills, NJ 07078

• 

  Chanel, Inc.

  301 Worth Ave Palm Beach, FL 33480-4669

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:05/09/2024

  Type:Billing 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.

  ***** Than ********************************************* ************************ ********** May 8th, 2024 Chanel **************** ******************************************************** Dear Chanel ****************,I am writing to address a recent issue I encountered with the service provided at your Chanel store located-*********************************************************- and to request store credit instead of repair services. My recent experiences with your representatives at this location have left me deeply disappointed and dissatisfied. I have been trying to access this situation many times and the issue has still not been resolved.In the past, I visited the store to request a repair for my Chanel bag, which has unfortunately fallen short of the high standards I expect from Chanel products. However, instead of receiving the help and support I needed, I was met with dismissiveness and disrespect from your representatives. The treatment I received was not only unprofessional but also discriminatory, leaving me feeling undervalued as a customer.With this past experience, I no longer feel comfortable entrusting my bag to your repair services. Therefore, I am requesting store credit instead. I believe this is a fair resolution considering the inconvenience and distress caused by the lack of assistance and the discriminatory treatment I have experienced.As a loyal customer of **********************, I have always held your brand in high regard and have invested in your products with confidence. However, my recent experiences have shaken my trust in Chanel's commitment to providing excellent service and upholding values of inclusivity and respect.I urge Chanel to take immediate action to address the issues raised in this letter and to ensure that all customers are treated with dignity and fairness at all times. I would appreciate your attention to this matter and look forward to a swift resolution.Sincerely,***** Than

  Business Response

  Date: 05/22/2024

  Chanel strives to provide an exemplary, respectful, and inclusive shopping experience where all guests to our stores are treated with respect and dignity. As we previously communicated to *** ***** her handbag is not eligible for a return, exchange,or merchandise credit because the item the return policy window has long since expired. However, as we also advised *** ***** Chanel is more than willing to assist her with a repair assessment. Should she wish to pursue this option, ******* may contact our US ************* team for further direct assistance. 

• Initial Complaint

  Date:04/29/2024

  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 ordered a 3.4 oz Chanel perfume on 2/2/24. I was surprised they sent the bottle regular mail. When it arrived in ****** the box was empty. Chanel sent a replacement. The box I receive had a bottle that had been tampered with and I asked to return it. I returned via ***** using the label Chanel gave me. It has been weeks and Chanel did not refund the return although the bottle was sent back. Eventually the operator replied and first said they received the bottle but made an error processing the return since it was a replacement and will fix it. Then I let them know the first bottle was stolen and second was tampered with. Then they emailed me and said they only received a sample size container back and not the entire bottle. That is untrue and a lie. I securely packaged the entire 3.4 oz glass bottle into the box and shipped *****. I demand a refund on my order immediately. Photos of empty box from first shipment. Here is the order confirmation from Chanel. Your order *************** placed on 02/14/24 has shipped via ***** Standard. You can check the status of your shipment using this tracking number: ************

  Business Response

  Date: 05/10/2024

  We sincerely apologize for any inconvenience with the clients ********** refund.
  We can confirm that this matter has been resolved and the client has been in direct contact with our ************* team.
  Should the client have any additional questions, we remain at their disposal.

  Customer Answer

  Date: 05/13/2024

  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 returned the product perfectly intact  Chanel should have refunded immediately  instead, you made me jump through hoops to receive the refund for the damaged product I dont even have anymore.  Furthermore, your representative lied and said they only received the sample which is a tiny bottle and I know that was a lie because we shipped the entire bottle back to you.  Customers should not have to file complaints with BBB to receive refunds for products that they shipped back and are defective.  Also, you made me wait for HOURS to even speak to a live person  and your emails took DAYS to WEEKS to even receive a reply.   Also, you shipped the original package by **** which is not safe and I would expect Chanel to know ***** and *** are the only safe options.  Overall, this was a HUGE waste of my time and I receive nothing in the end.  After all the stress you caused, you should at least offer your customer a free gift or a coupon or something! Very disappointed.  After 25 years of *****************, I am done with Chanel. Your perfume smells like nothing now and your service is abysmal  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/24/2024

  We sincerely apologize that the clients experience fell short of expectations. We would like to assure the client that we have addressed this matter with the appropriate department to help avoid this from happening in the future. As the clients satisfaction is important to us our ************* team will be reaching back out to client directly. 

• Initial Complaint

  Date:04/29/2024

  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 black leather rectangular shaped CHANEL handbag, lined with a hot pink fabric embossed with the CHANEL logo, in approximately 2004. After years of use, the bag was filled with tissue paper and stored in its protective dust cover. About two years ago I went to use the handbag and noted that in addition to the minor ink stains at the bottom of the bag from my prior use, there was a black stain running for approximately five inches along the top seam cording line which appears to be dye. I brought the bag to the **********************************, requesting the lining be replaced and was told that this could not be done as the fabric is no longer available. I then sent four registered letters to CHANEL Corporate Headquarters in ***, requesting professional cleaning of the handbag or replacement of the lining to restore the bag. Two of the letters were documented as received; there was no response from CHANEL.I am requesting that CHANEL honor the social contract in place when one purchases and owns a CHANEL product, whereby CHANEL stands by its products with repairs and restoration by skilled artisans for the life of the luxury item. I request that the handbag is professionally cleaned or the lining replaced. I have had other handbags repaired in the past, of course at my expense, and this was and is, a major factor in choosing CHANEL over other luxury brands.

  Business Response

  Date: 05/10/2024

  We sincerely apologize for any inconvenience regarding the clients handbag repair request.
  Regrettably our artisans were unable to restore the clients item to Chanels exacting quality standards. We can confirm that this was communicated to the client previously in 2022 by our Boutique teams and ************** We appreciate the clients understanding.

  Customer Answer

  Date: 05/12/2024

  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:  the determination that the handbag could not be restored in 2022 was not satisfactory then, and is not satisfactory now. No attempt was made to explain the cause or source of the black line inside the bag, nor was there any attempt made to correct it, such as by cleaning it. I purchased this Chanel handbag with the intention of enjoying it for many years and then passing it on to my daughter, and to her daughter.   

  I do not view this Chanel handbag as a disposable item, which it will be if it remains in its current state. I respectfully request Chanel to determine the cause of the dark demarcation at the top inside of the handbag and to professionally clean it or otherwise restore it.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/11/2024

  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 trying to purchase a handbag which was not available at the boutique. Ive been trying to work with the advisor ****** but she us not responding in a timely manner. She keeps saying that she sent a payment link but I havent received it

  Business Response

  Date: 04/19/2024

  We sincerely apologize for the clients experience. We can confirm that a handbag order was completed through our Dallas ********************** on 4/11/2024.Should the client require any additional assistance please let us know. 

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 eyeglasses the end of January and returned within the time frame allowed for the glasses. The company has received the return and confirmed it. I waited for my refund for weeks until I finally contacted them to find out about my refund. They told me there was an internal issue with no resolution time on when the refund will be issued. Several times Ive called and they state the refund is on the way and nothing. I keep calling and keep getting different stories about it on its way and others say no time frame for when Ill get my refund. Its been two months since the return.

  Business Response

  Date: 04/04/2024

  We sincerely apologize for the inconvenience the client is experiencing.We can confirm the clients refund was processed. Our ************* team will be reaching out to provide additional details to assist the client in tracking their refund. 

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2024

  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.

  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

  Date: 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

  Date:03/11/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/06/2024

  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 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

  Date: 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

  Date:02/09/2024

  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 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

  Date: 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

  Date:01/12/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ***********************************