We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Fashion Designers

Chanel, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

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

Find a Location

Chanel, Inc. has 30 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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,

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




       

    • Initial Complaint

      Date:12/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:11/30/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 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 money

      Business Response

      Date: 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

      Date:11/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:10/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:10/27/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      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

      Date: 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.

    • Initial Complaint

      Date:10/16/2023

      Type:Product Issues
      Status:
      Answered
      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 Friday, October 13, 2023, I was contacted by *********************************** from Chanel ************* informing me that I am no longer welcome as a customer. When asked why, she falsely accused me of reselling my purchases that I have made. When I attempted to ask for proof or provide evidence to the contrary, she stated the decision was final. I mentioned that I was appalled and wanted to return my recent, unworn, current season purchases made in the last 30 days for a refund as I do not want to promote and wear a brand that treats their customers this way. She denied my request for return and voided any warranty or aftercare for the items giving me no recourse or explanation. These are predatory sales practices and force me to keep items that are now defective.

      Business Response

      Date: 10/25/2023

      We are unable to accommodate the clients request for return or exchange as all purchases have exceeded our 14-day policy. Due to violation of Chanel terms and conditions of sale the client is no longer eligible for purchases or Chanel services going forward.

    • Initial Complaint

      Date:10/10/2023

      Type:Product Issues
      Status:
      Answered
      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,I bought these mules last July from Chanel store. After wearing them twice, the leather stained the fabric from the ends where the fabric is attached to the leather (as shown in pic). When I contacted the customer service several times they refused returning it, knowing that this is a manufacturers issue and it was less than a month from the date of purchase! Where is the customer protection, when I pay $1000 and leather stains the fabric after a couple of wears?? I am sorry thats not my fault and the manufacturer should handle such an issue!!

      Business Response

      Date: 10/13/2023

      We sincerely apologize for clients experience, in reviewing clients request we do not see they contacted into the ** customer care team. If client has additional information on who they reached out to you regarding this,we can share the feedback with the appropriate teams.

      We invite the client to bring their item to their nearest CHANEL Boutique for a repair assessment. Upon arrival a CHANEL team member will be able to discuss whether the item can be repaired. For clients convenience, they may access the store locator by using the following link: *******************************************************

    Chanel, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.