ComplaintsforChanel, Inc.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Aug.8,2024, I placed an online order: *************** at ************************** which includes The Nature Getaway and Chanel Makeup Takeaways amounted $ ****** at around 1 a.m. using ***** pay. It automatically settled the payment and no final order review, after I received the order confirmation, I realized the shipping address is wrong which I don't know why it will happen. I immediately called Chanel customer service line but it's now their business hours. I right now emailed the customer service requesting cancelling my order. On Aug.08 around 8 a.m. I live chat with their customer service request either changing shipping address or cancelling my order, receiving their reply neither one could be done at their side. They insist once the package is returned to Chanel, the refund will be processed. But the address doesn't belong to me, and the delivery of this package even doesn't require signature. Per the ***** tracking information ************, the package is just left at the stairway. All this loss is contributed to their poor procedure, how come the customer was unable to cancel the order having a wrong shipping address? And even worse, after notification by the customer the wrong shipping address, ********************** takes no action and have the customer to bear the loss.

  Business response

  10/18/2024

  We appreciate the time the client has taken to share their concerns. Please be assured we are reviewing this matter further and will follow up directly with the client.   

  Customer response

  10/21/2024

  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:

  Chanel contacted my on 10/18/2024 providing a solution which I rejected and I am waiting for their updated resolution response promised by their side which will be on today 10/21/2024, unfortunately no response yet.

   

   

   

   

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

  
  Sincerely,
  
  *** **
  
  
  
  
   
  

  Customer response

  10/29/2024

  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 customer service team contacted me on 10/25/2024 and I already let them know that the financial institution already completed the dispute investigation on 10/09/2024 and was unable to assist me to get the refund. And after that, I started to seek the assistance from BBB. Please continue to assist me to solve the problem. It's $400ish, it might means nothing to Chanel, it means a lot for me. I tried my every effor to inform Chanel the wrong shipping address issue at the very early moment, I definitely shouldn't be responsible for their procedure glitch.

   

   

   

   

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

  
  Sincerely,
  
  *** **
  
  
  
  
   
  

  Business response

  11/01/2024

  We sincerely apologize the client is disappointed, our *********** team will be contacting the client to provide further direct assistance. Unfortunately, we are unable to issue a refund for the client's order. We understand the client's frustration however, we cannot assume responsibility for the incorrect shipping information provided. Although we did our best to cancel the order as soon as the client contacted us, the order was already processed for shipment. We also did attempt to retrieve the package and file a claim for it once it was shipped however, we were unable to do so. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello. My issue is with the company Chanel. I have had billing/charging/refund issues every single time I have bought something through the website. The last two times in a month I purchased some makeup and then got immediately charged for it. A day later, I get charged again. Both times I go in the red in that account. I called ********************** to remedy this issue and was gaslit to say it was because I didnt clear cookies or something on my end. This last time I bought something, yesterday, I had my roomate w/a new phone purchase it but with my card. Same thing happened. Chanel now says its an issue with my bank I call my bank and they said no, its on Chanels end. Getting charged twice, with a pending charge that will not clear for a week and I cant use my money, this is not right. Chanel has a problem on their end but refuses to fix it or do a reversal and credit back my account. Also, I had to wait three weeks months ago for a simple refund which, they did claim that time they were having website issues. They still are but now with double charging everytime something is bought. This is the only site this is happening on, please help. Here is my info: 1st) purchase this happened with on 7/2/24Order#*************** for ***** - double charged took a week to clear 2nd) incident happened 7/16/24 order# *************** once again the next day another charge same amount. Chanel wont fix the issue even though a representatives said other people were also calling in with the issue. Obviously since Chanel wont help and doesnt care this continues to happen I wont purchase again on the website but this is bad because I live hours away from a Chanel counter and Limited editions sell out very fast. The website is really the only way to get the product sometimes. I don't like the service Chanel is providing and this is suspicious concerning one refund taking 3+ weeks to go back on. I feel this business needs to be looked into because financially or website wise, something is not right

  Business response

  08/06/2024

  We sincerely apologize the client is dissatisfied with their recent experience. We have reviewed the clients orders, and we can confirm that the charge the client is referring to is an authorization hold. Authorization holds will be released after the order has been processed and settled. We hope this will provide additional clarity to the client.

  Customer response

  08/07/2024

  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 finally received my money back into my account but I had to wait almost a week before I could spend my own money that I was double charged. Chanel states this is an authorization hold, since when does shopping at an establishment mean any amount you spend you are charged a day later that same mount again and its held for a week! So, If I bought say 500$ worth of makeup , Chanel would charge me again 500$ the next day and hold that money from me for a week. I'm out a 1000 $ by that logic. This is unfair and odd. I do not trust Chanel anymore so I will not be purchasing from the website again.  This happened twice. Not to mention the service I received was to blame me for this double charge as I must have hit the button again or I didn't clear my cookies. God forbid they may have something wrong with their system and look into it.  I will close this case but I received no apologies or an answer from Chanel directly or a guarantee this won't happen again, so no, ultimately my issue is still there.

   

   

   

   

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

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a bag that cost $6200 plus tax a few months ago I brought the bag to the 57th St. store because it fell apart totally fell apart after a few months they wouldnt help me at all. They wouldnt do anything about the bag, but I have a five year warranty they gave every excuse not to take it back to give me a credit to fix it they wouldnt do anything to help. Absolutely disgusting what horrible company

  Business response

  07/16/2024

  We sincerely apologize the client is dissatisfied with their recent experience and understand how disappointing it can be when an item is deemed irreparable.

  Due to the wear and tear the item has endured we are unable to successfully complete a repair to our quality standards, while preserving the integrity of the original design. There are certain factors which determine the degree to which merchandise can be restored. 

  As stated in our policy, the warranty does not cover the repair, replacement,or restoration of elements due to normal wear and tear, wear to leather, wear to corners and seams in general, or any element composed of fabric or materials that *** be subject to natural alteration due to friction effect, contact with other materials or exposure to external conditions.
  For a full list of warranty conditions you *** visit our policy on Chanel.com: **************************************************************************************************************
  We hope this will provide additional clarity to the client.  

  Customer response

  07/22/2024

  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:

  [Your Answer Here]

   None of what they business said is true it is not wear and tear. The item was made very poorly and fell apart. I only had the item for the last four months theres no way of $6700 bag  From where and tear  they are absolute liars  
  I want to request my refund of $6700 or at least a credit to purchase another item that isnt fair Something that expensive for four months and they dont want to do anything about  

   

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

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bad shoes quality that worth 1300$ Glue worn off despite that I am having four pair from the same model that are still perfectly fine especially the first pair that I have bought 10 years ago

  Business response

  07/11/2024

  We sincerely apologize the client is experiencing an issue with their shoes. In an effort to further assist the client our US *********** team will be reaching out via email to gather more information.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a handbag in 2019 for $4700. In 5 years, this bag had a tear in the leather. I brought it back to the Chanel store and they advised me that this was "normal wear and tear." They refused to make any accommodation whatsoever. From the Chanel website, their Chanel creations are "conceived to endure."

  Business response

  07/16/2024

  We sincerely apologize the client is dissatisfied with their recent experience and understand how disappointing it can be when an item is deemed irreparable.We have reviewed the clients repair claim internally with our Artisans and in partnership with the appropriate teams including *********** who have been in direct contact with the client.
  
  Due to the wear and tear the item has endured we are unable to successfully complete a repair to our quality standards, while preserving the integrity of the original design. There are certain factors which determine the degree to which merchandise can be restored. 
  As stated in our policy, the warranty does not cover the repair, replacement,or restoration of elements due to normal wear and tear, wear to leather, wear to corners and seams in general, or any element composed of fabric or materials that *** be subject to natural alteration due to friction effect, contact with other materials or exposure to external conditions.
  
  For a full list of warranty conditions you *** visit our policy on Chanel.com: **************************************************************************************************************
  We hope this will provide additional clarity to the client.  

  Customer response

  07/19/2024

  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:

  This handbag cost $4700. It was barely used over the course of 5 years. To suggest that a rip after 5 years in a handbag that was used intermittently is due to normal wear and tear is unacceptable. Chanels own web site states that its products are conceived to endure. If Chanels products dont even endure for 5 years and cant be expected to endure for 5 years, why dont they warn customers of this when they purchase the bags? I was not told that I could expect a product life of only 5 years, and that certainly wasnt my expectation given the cost of the bag and the representations on Chanels website. 

   

   

   

   

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

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cannot seem to get any customer service at **********************. Unclear policies about service, repair, unresponsive , unhelpful, indifferent employees and customer service. Misleading website information about warranties and repair services providers on hand bags. Not answers questions, not answering emails, not being available for call backs. Chanel evening handbag authenticated , I have been the sole owner - with original identify card. These employees seem to make up policy - saying there are no criteria or guidelines for repair -or aftersales service. I was dismissed before they even examined the bag - so far no one can provide any information about the manufacture materials or the type of warranty at the time of purchase which was more than 5 years ago, Request ID - ************* Overall I have received better customer service at any other store I have been to including 7-11. Waiting over 1 month for a response. The handbag was a gift not sure of original price estimating $4000 -

  Business response

  06/20/2024

  We sincerely apologize the client is dissatisfied with their recent experience and understand how disappointing it can be when an item is deemed irreparable. We have reviewed the clients repair claim internally with our Artisans and in partnership with our ************* and ********************** teams who have been in direct contact with the client.

  
  Due to the wear and tear the item has endured we are unable to successfully complete a repair to our quality standards, while preserving the integrity of the original design. There are certain factors which determine the degree to which merchandise can be restored. 
  As stated in our policy, the warranty does not cover the repair, replacement, or restoration of elements due to normal wear and tear, wear to leather, wear to corners and seams in general, or any element composed of fabric or materials that *** be subject to natural alteration due to friction effect, contact with other materials or exposure to external conditions.

  
  For a full list of warranty conditions you *** visits our policy on Chanel.com: **************************************************************************************************************.

  
  Although we understand the client is disappointed, we hope this will provide additional clarity to the client.  

  Customer response

  06/25/2024

  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:

  [Your Answer Here]

   After 6 weeks of sending emails and contacting the customer care line and going to the store in person twice.   I finally got a response - to my question. 

  Is this a regular customer experience ? - I do not think it is satisfactory.  

  I returned in person but was not given my bag back - which also seems not customary.  

  I have now had a reply a week later that they are unable to assist me by making a repair or answering any questions.  

  There are  no set criteria for repair - and no set guidelines for expectations around communication. Sadly the company can provide no information about the products they manufacture. 

   I wanted some information about the authentic evening bag I was gifted by my in laws,  I was originally told by a Chanel employee it was manufactured in 2006 - card number *******  -   but again I was told they do not have to provide information - they are unable to identify the bag model  - and the craftsman are unable to identify the type of leather despite being told they are highly trained artisanal experts.  

  Strangely a bag repair shop confirmed they can provide that information easily using internet resources. 

  They whole experience is bewildering and chaotic and time consuming and I now need to return to the shop a third time in heat wave to pick up the bag. 

  Now after a 6 week delay, I am told the bag might be from the 1980's. 

  Not planning on being a repeat customer -  hoping there are more clear consumer protections for a complete lack of effort to provide even rudimentary customer assistance. 

  Hope for a more clear response if I should try bringing a second bag that needs repair.  

  L. Imundo 

   

   

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

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***** 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

  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

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

*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. ↩