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.

  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.

  2001 INTERNATIONAL DRIVE MCLEAN, VA 22102

• 

  Chanel, Inc.

  103 755 Burrard St Vancouver, BC V6Z 1X6

• 

  Chanel, Inc.

  3101 Pga Blvd Palm Beach Gardens, FL 33410-2820

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:08/25/2023

  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 returned a my entire order of makeup amounting $504.30 over a month ago. Chanel only refunded me partially $111.83 claiming that I only returned 2 of the 7 items! I have been going back and forth with a claims rep and she kept giving me the runaround until I finally asked her to forward to a supervisor. The team lead told me she will reach out to the returns department and made me wait almost a week for a response (mind you I had already been waiting for a month). After following up with the ** many times, she finally got back to me to tell me exactly what they have been claiming all along--that I only sent back two of the items! I am still waiting for the remainder of my full refund.

  Business Response

  Date: 09/08/2023

  We sincerely apologize for the clients experience. We can confirm that two items were refunded on August 2, 2023, and the remainder of items were refunded on August 24, 2023. 

• Initial Complaint

  Date:08/14/2023

  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 brought in by bag for repair and Chanel was unable to repair the item. Asking for store credit since the bag cant be repaired and its absolutely worthless to me. Purse was dropped off for repair at the ********** location and purchased at the ********** location. Total purchase price was $3900

  Business Response

  Date: 08/18/2023

  Thank you for sharing your experience, we are reviewing internally and the ************* team will reach out to the client directly after further review.

  Customer Answer

  Date: 08/23/2023

  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]

  I asked for them to contact me by email  

   

   

   

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

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

  Business Response

  Date: 09/08/2023

  We sincerely apologize for the clients experience. After careful evaluation by our artisans, we have confirmed that the handbag is irreparable, and we are unable to replace or repair the leather closure. Our artisans follow strict criteria to preserve the integrity of the original design and maintain Chanels outstanding quality standards, which determines the degree to which merchandise can be restored. As this does not relate to a quality or manufacturing issue the client would not be eligible for a return.

  Customer Answer

  Date: 09/11/2023

  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 product is not being repaired or replaced.  The quality of their product doesnt uphold normal wear.  As a high end boutique, they should be selling better quality products or at least be able to repair their own merchandise.  

   

   

   

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

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

• Initial Complaint

  Date:07/24/2023

  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.

  In reviewing the response below from ***** ***** I was advised she was the highest level of escalation and would not be able to offer a refund. After numerous calls and call back requests I believe there is a huge disconnect. Not at any time did I request a refund. I only requested a functional product/bag with no defects. The bag has only been worn 4 times. The zipper which lays against the bag upon closing has created a crease which certainly defines a defect. Your sales associates have mentioned numerous times that this is a known issue upon closing the wallet on a chain. Please see the recap below. On 05-27-2023 I went into Chanel located inside the ******************. The representative advised me there was not anything she could do regarding my bag which has an indentation along the zipper. The first ** advised me there was nothing that could be done due to the time that had elapsed since my purchase. I asked for a higher level manager to speak with me. The 2nd manager appeared and advised the purse has a known defect and although my purse was in pristine condition they could only offer to send for repair. The ******* confident the repair would bring it back to its original condition. This was very disheartening knowing that up until this point the purse has been stored in the original box along with the dust bag. I waited to return to my original location *(******************) *of purchase in hopes this would be helpful as the staff was very courteous initially due to me being a client making a purchase. Based upon storing the bag with little to no use, again please see the attached photographs in its original condition the bag certainly has a defect. I advised the ** in the store that I literally only wanted to exchange and with my bag being in such great condition other than the permanent zipper mark ****** is nothing for me to gain other than Chanel upholding its promise.

  Business Response

  Date: 08/10/2023

  We apologize the client is frustrated with their experience;we can confirm that our corporate teams have reached out to provide further direct assistance. 

• Initial Complaint

  Date:07/21/2023

  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 have bought ***********, same kind different colors one the belt is totally broken. The other ones sole is coming off and they just look terrible. Theyre falling apart and this happened in 1 1/2 months. Each one cost *******. Ridiculous. Sop be a better sandal the. Payless

  Business Response

  Date: 07/26/2023

  We sincerely apologize for any inconvenience the client has experienced. We encourage the client to visit their original point of purchase or any authorized Chanel retailer to discuss a possible repair assessment. 

• Initial Complaint

  Date:07/20/2023

  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 must express my horrible treatment with Chanel as a luxury brand, I expected more from Chanel. I have made numerous attempts to contact Chanel USA corporate regarding the reason they blocked me from making purchases. I have been an avid buyer and a fan of the luxury brand until now. I would like to return my previous purchases because of their mistreatment of me. I have no idea why they blocked me as a customer, and no one will explain why. I wanted to rectify the situation, but they have no empathy, and they don't care about all customers.

  Business Response

  Date: 08/07/2023

  We are very sorry to learn of the clients experience and truly apologize for any miscommunication. In reviewing this matter further, we have confirmed that there was a technical issue that was inadvertently preventing the client from placing orders successfully on Chanel.com. We have resolved the issue and invite the client to contact us should they encounter any further issues. Regretfully we are unable to process a refund for any prior orders as they are significantly past our return policy. We appreciate the clients understanding and hope this experience does not deter them from letting us service them in the future.

• Initial Complaint

  Date:07/05/2023

  Type:Order 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 received a pair of sunglasses as a gift and decided to return them. I contacted Chanel and a return label was sent to my email address from ****** but expired before the item could be sent. I have requested a new label be sent to me four times, and Chanel notes it was sent but I have never received it. I am now being told, after contacting them four times, they cannot send to my email address as this was a gift and can only be returned by the purchaser.

  Business Response

  Date: 07/13/2023

  We sincerely apologize for any miscommunication between ************* and the gift recipient. As per policy we are unable to send return labels to anyone other than the original purchaser.Additionally, we understand the clients first contact to us was **** 6thand the order was placed on May 4th, however the item is already outside of our 14-day return policy. Our ************* team will be reaching out directly to further discuss this matter with gift recipient.

  Customer Answer

  Date: 07/25/2023

  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:06/20/2023

  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 2 skincare products by Chanel from Saks 5th avenue. (multi-use hydrating mask $65.00, Chanel Sensitive Cream $110.00, and Chanel ******* hydrating water cream $58.00) I'm not sure exactly sure which product caused me to break out in a rah because I used all three of them within a 24 hour period. I contacted **** to tell them my issue and get a return and they told me I needed to contact Chanel directly. This has been a major inconvenience because I've had to go to the dermatologist and get medication to treat the rash/outbreak.Could someone please assist me in handling this situation.

  Business Response

  Date: 06/22/2023

  We sincerely apologize the products did not meet the client satisfaction and are sorry for their overall experience. We will have a ******** Care advisor reach out to the client to provide further direct assistance.  

• Initial Complaint

  Date:06/15/2023

  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.

  We bought the bag in December for the coast of $8800 +tax. Bag was delivered with the manufacturer damaged. I brought the bag to Chanel boutique they accepted for repair, then called me to pick it up. I went to the boutique they brought out that bag in same condition stated there nothing else they could do.

  Business Response

  Date: 06/22/2023

  We sincerely apologize the client is disappointed in their recent experience. We have confirmed that the repair was completed in accordance with Chanel standards. Our Repair Artisans follow strict criteria to preserve the integrity of the original design. There are certain factors which determines the degree to which merchandise can be restored.  We have confirmed there is no quality or manufacturing issue with the handbag. 

• Initial Complaint

  Date:06/15/2023

  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.

  Daughter bought me a pair of shoes for Mothers Day from Chanel Boutique in ****** **. on Mother's day I received the gift and found the shoes did not fit. The boutique did not share with ny daughter about their 14 return policy knowing she was buying in advance. Since Mother's Day I had been trying to contact the local boutique as it appears they take appointments only. Secondly, I have reached to their customer service via email, never received a response and wasted many days awaiting a return email. I have now called the customer service number for the second time. The initial time I was told they would contact the local store and I would get a return call. No record of my inquiry has been found. I just called again as my follow up, with the rep telling me they have no record of the initial inquiry. She has sent another request to local store. I feel this inability to go to the store, call the store, get a return email, or have the customer service pho e number allwed to take action is criminal. Chanel should not be allowed to provide little and ineffective access to problems. In this case it's a return. I have never had a business that I could visit the store, or call the store, or call or email another avenue to get resolution. This is customer hostage. Again, my daughter bought a pair of shoes that she bought would surprise me, unfortunately on my credit card. I find it appalling to have a 14 day return policy for a gift purchase THEN nit have any ability to contact the store. I demand a refund for $900 dollars for a pair of shoes in the original packaging and never touched.

  Business Response

  Date: 06/22/2023

  We sincerely apologize the client is disappointed in her recent experience. As noted on the receipt image provided returns can be accepted within 14 days of the original purchase date, the purchase date for the item in question is April 18th, 2023. As discussed in our initial interaction with the client we would need the original purchaser to contact us to verify information related to the purchase. We encourage the client to have the purchaser contact ************* directly to further discuss this matter as this item is outside our return policy. 

  Customer Answer

  Date: 06/25/2023

  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 response concludes that I was told on my initial outreach that only the purchaser for this gift would be able to discuss the purchase or return it.   I feel that my email I originally sent did not get any type of response sent, the initial call to the customer service line did not specifically let me know that only the purchaser would be able to return the gift, nor the sec9nd cust9mer service rep share that information.  I feel it's a response of convenience and not the policy since the two outreaches did not specify this action.  The only time when I heard this message is a result of this complaint I received a call.  I was told only them that was the policy.  It's an inconsistent policy practice and it appears that only when convenient It's shared with gift recipients.  Chanel does not appear to care about customer satisfaction once a purchase is made.  Additionally, I am not convinced, as.i shared with the rep, that my daughter, if she called, would get resolution since my attempts appeared to fall on deaf ears.

   

   

   

   

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

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

  Business Response

  Date: 07/07/2023

  We sincerely apologize for any frustration. To explore any potential accommodations or exceptions to the return policy we will need to have the original purchaser contact us. 
  As this purchase was made with a credit card, if approved the refund would have to be issued back to the original method of payment with the original purchaser verifying their information.
  As an alternative we can explore a possible store credit as the individual has the gift receipt. However,because the shoes are already two months outside of our return policy, they would need to be assessed in person to determine if the client would be eligible for any accommodation. Should the client wish to explore an exchange or store credit we can happily have the ************* team follow up directly and partner with the ****** Boutique. As a reminder we cannot promise a favorable outcome, any accommodations would be subject to review of the shoes current condition.

• Initial Complaint

  Date:06/05/2023

  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 must express my horrible treatment with your boutique at *** ******, **********, **. As a luxury brand, I expected more from Chanel. I have made numerous attempts to contact Chanel USA corporate since early March. I have spoken with numerous customer service representatives who, are simply message takers & do not have a direct line to "Corporate." I have been placed on hold for extended periods, disconnected and promised ******************** that never materialized. This has been ongoing for months now. On 1/31/2023, I made a purchase of Chanel sunglasses, a necklace, and card holder at your boutique, using both a gift ************* card, totaling over $1600.Due to unforeseen circumstances, I was unable to return the items within the 14-day policy window. I pleaded my case to the district manager explaining that my son had been hospitalized during this ******** was late by 1 day. The district manager agreed to allow me to return the items the following day, but when doing so, I was told I couldn't because I didn't have the original card. *** made many attempts to contact Chanel corporate. I finally spoke to a representative who emailed "Corporate" explaining the situation & received approval for the return. She sent me the corporate return form, which I completed sent back to Chanel. It has been 9+ weeks since Chanel received my return, & I have not received a refund despite the fact Chanel's own policy states that refunds will be issued by 21 business days. I was informed by ***** that "Corporate" attempted to return my items, but no one was home to sign for the package. She stated "Corporate" does not accept returns on sunglasses, Baffling! Chanel has the form to return sent to me knowing that I am returning sunglasses. Chanel has over $1600 as well as my items for over 4 months.I implore you to address this with urgency. I hope this complaint receives the attention it deserves, & moving forward Chanel management addresses the circus that is their "Corporate".

  Business Response

  Date: 06/22/2023

  We sincerely apologize the client is disappointed in the decision.As previously communicated to the client in early May we were unable to offer a refund for these sunglasses as they are not compliant with our return policy. As per our most recent communication with client we will be sending the frames back to client once they are able to receive them.