Business Profile

Fashion Designers

Chanel, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

73 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/07/2025
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 placed an order with the business and paid by credit card, which triggered a pre-authorization hold. The order has already been canceled automatically, but the pre-authorization amount is still frozen on my card.I have contacted customer service multiple times by phone to request an expedited release of the authorization hold. However, the representatives either shifted the responsibility to the bank or promised to follow up but never did. I also sent follow-up emails, which have not been answered.This delay in resolving the issue is affecting my account balance and financial planning. I am seeking prompt action to void the authorization and release the held funds as soon as possible.
Business Response
Date: 06/13/2025
We sincerely apologize for any inconvenience caused by the delay in releasing the preauthorization hold for your canceled order. We understand that your time is valuable, and we truly regret any frustration this may have caused.
Please be assured that our *********** team elevated your concern and the hold has now been fully released on our end. We apologize for any delay or miscommunication. While processing times may vary depending on your bank or card issuer, the funds should be reflected in your account within the next 35 business days.
If you have any questions or need further assistance in the meantime, please dont hesitate to reach out. Were here to help and ensure everything is resolved to your satisfaction.Thank you for your understanding and patience.
Initial Complaint
Date:04/14/2025
Type:Delivery 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.
Dear Better Business Bureau,I am writing to file a complaint against Chanel due to an extremely frustrating and inefficient return process for order ***************.Over the course of ten email exchanges with their customer service team, I have repeatedly provided all necessary information, including: Billing and shipping names Billing and shipping addresses Tracking number and return tracking number Email address associated with the order Item numbers and details The order number Screenshot of Order confirmation And even an email confirmation showing that the return was received by the company Despite clearly supplying all of this, each response from the company asked for a different piece of information, often without acknowledging what had already been provided. Eventually, they refused to proceed unless I called their customer service line to verify everything againdespite me being the individual billed for the order and communicating through the same email thread the entire time.This process is not only highly inefficient, but also unnecessarily frustrating for the customer. I believe it reflects poorly on the companys customer service standards and return policies.I am seeking BBBs assistance in addressing this issue and holding the company accountable for their lack of professionalism and transparency.Please let me know if further documentation is needed.Sincerely********* **
Business Response
Date: 04/17/2025
We sincerely apologize for the miscommunications regarding the clients ************************** refund. We would like to reassure the client that we have addressed this matter to prevent such issues from happening in the future.
Please be assured that the clients refund has been processed and we remain at their disposal should they have any additional questions.
Initial Complaint
Date:03/26/2025
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 purchased a pair of sunglasses from ************************** for $828.11 (including tax) on 03/05/2025, order number is ***************. Received wrong item on 03/07/2025 - ordered black frame but received pink frame. Reached out to Chanel customer service the same day I received the package and they cant offer replacement due to original item being out of stock. **************** suggested *************** and sent a ***** return label. I packed everything I received including all the packaging and pink sunglasses plus a fragrance sample in the original packaging and dropped off the package at local *****************. The tracking number is ************ and receipt number is *************. On 03/12, I got an email saying the package was received. And on 03/13/2025, I received a email saying the refund was issued and would be processed within 5-7 business days. However, on 03/26/2025, I still hadnt got any refund. Called customer service and they said the fulfillment center only found the sample in the returned package, which is why they refunded 0 dollar on 03/13/2025. There were no communication about the issue and 0 refund until I called customer service. And customer services refused to offer me refund even though I did everything I supposed to.
Business Response
Date: 03/27/2025
We sincerely apologize for the issue you experienced with your recent return and for any inconvenience this may have caused.
Please be assured that we have promptly filed a claim with ***** regarding the item missing from your return. Additionally, we have escalated your inquiry to our *********** team, who will be following up with you directly. We appreciate your patience.
Initial Complaint
Date:03/20/2025
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 am writing to formally lodge a complaint against Chanel for their misleading return policy and inadequate customer service. My experience with their return process has been extremely frustrating and disappointing.On Chanel's e-commerce website, it is clearly stated in the returns section that items purchased online, whether unopened or opened and slightly used, can be returned either by mail or at the nearest Chanel boutique within 17 calendar days from the date of delivery. Relying on this information, my husband visited a Chanel boutique during his busy workday, spending an hour of his valuable time, only to be told that they do not accept returns for opened perfumes. The staff directed him to contact customer service instead. When I called customer service, I was informed that opened perfumes cannot be returned in boutiques, which contradicts the information on their website. Furthermore, despite requesting to speak with a supervisor, no one followed up with me. Additionally, my email complaint sent to Chanel has gone unanswered. Following this, my husband printed a return label and went to a ***** location to ship the item back. However, the instructions provided with the label did not mention any special handling requirements. At *****, we were informed that the item is considered a flammable material and must be shipped from a special ***** facility. This lack of clear and accurate information on Chanel's part caused further inconvenience and wasted time. It appears that Chanel's return process is either poorly organized or intentionally designed to create unnecessary obstacles for customers, discouraging them from completing returns or causing delays that may result in missing the return window. This is unacceptable and reflects poorly on the company's commitment to customer satisfaction. I urge the ********************** to investigate this matter and hold Chanel accountable for their misleading policies and inadequate customer service.
Business Response
Date: 03/21/2025
We sincerely apologize for the clients experience and would like to assure the client that we will connect with the appropriate contacts to share your valuable feedback. We can confirm the clients item was returned on 3/21/2025, the client can expect to see their refund reflected in 5-7 business days.
Customer Answer
Date: 03/24/2025
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]
My complaint was not about my refund but about poor quality of information on Chanel web site (information incorrect or representatives dont know this information) which is lead to long and complicated return process and make customer spend a lot of time and nerves.

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

Sincerely,

***** ************

Business Response
Date: 05/21/2025
We want to assure you that your concerns have been thoroughly reviewed and addressed with the appropriate teams and individuals.
Your feedback is incredibly valuable to us, and it plays a vital role in helping us enhance the quality of our service. We remain committed to delivering experiences that meet and exceed our clients expectations and we are very sorry that we fell short of those expectations.
We sincerely hope this experience will not deter you from giving us the opportunity to assist you again in the future.
Initial Complaint
Date:03/13/2025
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 made a purchase on 3/7/25 for a perfume and on Sunday 3/8 I called the company because I didnt receive a confirmation email so I called Chanel and spoke to. Representative to ask the status of my order she didnt know and had no updates because she said it wasnt being processed at that time I felt very uncomfortable with that call and how it went so I called back on 3/9 and spoke to another representative which led me into a manager name ******** upon my request so I was like why didnt I receive any emails regarding my purchase and any tracking information she said that Chanel does not process any orders on The Weeknds in which she was wrong it came on Saturday but my neighbor had it and gave it to me on Monday because there was a suspicious vehicle circling the neighborhood soon as I opened the box to spray my perfume it started to leak I then called the company to let them know not only was the staff unknowledgeable but the manager did not seem to care one bit she said o due to your inconvenience I will send you some samples from Chanel I just got the box on 3/12 it had one sample in it. There was also soposto be a scheduled call back on Monday at 4:30 pm eastern standard time and I called in to state the bottle was defective so they offered a refund for the purchase in which I did not receive yet and I also said the manager never called me back then 5 min later I got a call from her. This company should really be ashamed the staff is highly uneducated to work for such a huge company and not know the proper procedures Im not happy what so ever on the way I was treated and lied to
Business Response
Date: 03/13/2025
We sincerely apologize for any misunderstanding regarding the client's recent order. Rest assured, a Manager from our *********** team will reach out to the client shortly to offer further assistance.
Customer Answer
Date: 03/18/2025
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.I spoke to **** she is a manager with Chanel and she accommodated me as a customer thank you **** for all you did

Sincerely,

****** *****
Initial Complaint
Date:03/11/2025
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.
On 3/10/25 I returned my newly purchased defected Chanel handbag. The gusset sticks out, and Niseen in the racist ***** VA initially baited and switched me to her coworker who wasnt working. She later took photos, and has possession of the handbag. The ************** option 5 corporate liaison ******** refused to escalate my concern. I received the handbag, by mail with the defected gusset. Now, *** experienced procrastination, bait and switch poor customer service, and havent made the first ********* Card payment towards the $6501 Chanel boutique handbag purchase. The shenanigans regarding the, The Process! I should have received a credit to my ********* card, store credit, or even exchange. Surly, I dont deserve a repaired NEWLY purchase DEFECTED bag.
Business Response
Date: 03/13/2025
We have confirmed the return was processed and this was resolved at the Boutique.
Customer Answer
Date: 03/14/2025
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]
The return has not been applied to my Nordstrom Credit Card; as of today 3/14/25.

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

Sincerely,

****** **********

Business Response
Date: 03/21/2025
We can confirm the clients return was processed on 3/12/2025.However, if client does not see their refund reflected on their credit card we suggest they reach out to their financial institution.
Initial Complaint
Date:01/29/2025
Type:Product 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 a fragrance online from Chanel on or about November 17th 2024. The fragrance was not what i expected so i contacted Chanel and was advised to return it which I did. The return was received and accepted by Chanel. I was advised by customer service to expect full refund in the amount of $141.01 back to my debit card.The problem is that my debit card was hacked and had to be replaced with a different debit card number between the time they received item and attempted to issue the refund so the refunded amount was not received by **** have spoken with their customer service ***** numerous times including supervisor over the last two months and the accepted remedy to the situation was to have Chanel issue a check to me for said amount of $141.01 They have made NO attempt to contact me at all, no check, no email, no phone call I thought Chanel was a world class retailer obviously not the case.
Business Response
Date: 01/31/2025
We sincerely apologize for the clients experience and would like to reassure the client that this request is being handled with high priority. We are committed to getting an update and will reach out once we have more details to share.
Customer Answer
Date: 01/31/2025
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:10/14/2024
Type:Delivery 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.
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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date: 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
Date:07/17/2024
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.
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
Date: 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 Answer
Date: 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
Date:07/08/2024
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.
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
Date: 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 Answer
Date: 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,

*************************

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Chanel, Inc. is NOT a BBB Accredited Business.