Complaints

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

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Chanel, Inc. has 30 locations, listed below.

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• 

  Chanel, Inc.

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

• 

  Chanel, Inc.

  125 North Robertson Blvd. Los Angeles, CA 90048-3101

• 

  Chanel, Inc.

  400 North Rodeo Drive Beverly Hills, CA 90210-4502

• 

  Chanel, Inc.

  9700 Collins Ave # 165 Bal Harbour, FL 33154-2225

• 

  Chanel, Inc.

  301 Worth Ave Palm Beach, FL 33480-4669

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2023

  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.

  Channel has allowed someone to use stolen card information to ship product to a thief after my card was canceled. At no point should this transaction should have been allowed to go through after the card was declined for a second fraudulent charge while the first charge was still pending once I cancel that card. Not to mention the email, address nor any of the personal information matched up with the my card that was used which is another reason why this product shouldnt have gone through. Now I cant get any information on how this was allowed or who has the order been shipped to in order for me to press charges?!? Thats crazy. I am working with my bank to dispute the charges however I still want the information that was used with my card to make this online purchase so that I can press charges against the card thief.

  Business Response

  Date: 05/11/2023

  We sincerely apologize for the client experience and recognize their frustration. We recommend the client continues to work with their bank.Should client wish to pursue this matter further we encourage them to work with their local law enforcement for next steps. 

• Initial Complaint

  Date:04/10/2023

  Type:Order 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 been trying to return this item. I have contacted customer service via chat, no response. Email, no response. Phone call, keep getting transferred. I am very unhappy. I would like a return label with complimentary shipping to send this product back to you immediately.

  Business Response

  Date: 04/14/2023

  We sincerely apologize for any inconvenience the client experienced.A return label was sent to the clients email from ***** on April 13th. Once the product has been received the client can expect to see the refund within 5-7 business days.

• Initial Complaint

  Date:04/05/2023

  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 purchased a pair of very expensive sun glasses around April of 2022. My wife wore them (3) times and on the last time (approximately September 10th) the ***** fell out of the side piece, rendering them useless. Due to work conflict, I wasn't able to address this issue until the beginning of February. I first contacted them via phone, and explained the situation and asked for an authorized repair place to warranty the ***** falling out. They proceeded to tell me they would determine if this fit the warranty and the closest repair place was 45 mins away and that I should be prepared to get there early and we might have to leave them for further inspection. For a missing screw, really? So then I emailed them and just asked them to send me the ***** and the little plastic washer that goes with it and I would fix them myself. They asked for pics so they could determine warranty eligibility.... so I did that on February 27th. I have not received any response or fix for these VERY expensive sun glasses. I have emailed twice since then with no response at all. All of this for a tiny ***** and plastic washer.

  Business Response

  Date: 04/07/2023

  We sincerely apologize for the clients experience. As per policy we are unable to provide parts directly to clients for repair. Our ************* team will be reaching out to client to provide further directions on either an in-person or a virtual repair assessment.

  Customer Answer

  Date: 04/11/2023

  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:

  As usual, they have not responded or reached out (at all) to remedy this situation.  Unable to send replacement parts?  It's a ***** and plastic washer.  Unbelievable.  For others reading this, you have been warned about this company.

   

   

   

   

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

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

  Business Response

  Date: 05/11/2023

  We understand the client does not want to close this complaint until the matter has been resolved. In order to complete the repair, the client has been directed to ship their sunglasses into ************.

  Customer Answer

  Date: 05/15/2023

  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 sunglasses were shipped on May12th, to be delivered on May17th.  Will ask for closure once we receive the sun glasses back and they are fixed.

   

   

   

   

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

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

• Initial Complaint

  Date:03/30/2023

  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 was racially profiled on March 25 while I was buying Chanel sneakers and salesperson told me to back up while they wrap box and when I arrived home sneakers in box were dirty and dented

  Business Response

  Date: 04/07/2023

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

• Initial Complaint

  Date:03/22/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Chanel for their refusal to refund the money for a defective pair of shoes that I purchased from their store.On 2/2/2023, I purchased a pair of shoes from Chanel's **********, which I wore only twice. However, after the second wear, the bottom of one of the shoes broke apart, rendering the shoe unwearable. As a result, I immediately contacted Chanel's customer service to request a refund, but my request was denied.I am disappointed and frustrated with the treatment I have received from Chanel. As a loyal customer, I have always trusted the brand for the quality of its products, but this recent experience has shattered my confidence in the company.I strongly believe that Chanel should be held responsible for the defective product they sold to me and should refund my money as per their return policy. However, despite repeated attempts to contact the company, I have not received any assistance or cooperation.Therefore, I am turning to the Better Business Bureau to help me resolve this issue. I request that you investigate this matter and ensure that Chanel refunds my money for the defective product they sold **** have attached a copy of my purchase receipt for your reference, and I am willing to provide any additional information or documentation necessary to support my claim.Thank you for your time and attention to this matter.Sincerely,***** ***** ****

  Business Response

  Date: 03/31/2023

  We sincerely apologize the clients disappointed with their recent shoe purchase. After careful assessment by our repair artisans, it has been determined that the condition of the soles is consistent with wear and tear. While we cannot guarantee eligibility of all pieces for repair, our repair 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. 

  Customer Answer

  Date: 04/06/2023

  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:

  Dear ****** *****
  
  I am writing to inform you that I have decided to decline Chanels store offer of fixing this very poor quality shoe. Because I dont believe it is fixable. I must say that I am very disappointed with the quality of the shoes that I purchased from this store.
  
  As a frequent visitor and loyal customer of ********************** store, I have come to expect high-quality products. However, my recent experience with a pair of shoes has left me disappointed. After wearing the shoes only twice, I have noticed that the soles are in bad shape. This level of wear and tear is unacceptable, especially for a product that should last longer and exhibit better quality for its price.
  
  I appreciate the quality of almost all the products at your store, including the sandal that I purchased today. I frequently buy many products from your store. However, my previous experience has been a letdown, and I would like to request a store credit for the purchase amount of the shoes. This will allow me to purchase a different product that meets my expectations of quality. As a loyal customer, I hope that you will take my feedback into consideration and ensure that such instances of poor quality are avoided in the future.
  
  I hope that you will understand my frustration with this situation and that you will take the necessary steps to ensure that this does not happen to other customers in the future.
  
  Thank you for your attention to this matter. I look forward to hearing back from you.
  
  Sincerely,
  ***** ***** ****

   

   

   

   

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

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

  Business Response

  Date: 04/07/2023

  We sincerely apologize the clients disappointed with the outcome. As previously shared, our repair 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. Due to the condition of the item, we are unable to offer any repair services. Additionally, we are unable to offer a return or credit based on the item being outside our return policy.

• Initial Complaint

  Date:03/13/2023

  Type:Sales and Advertising 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.

  Chanel has a policy that you must first buy from a boutique before ordering over the phone.Bought an $8,000.00 purse from the boutique in *********, but was not allowed to order shoes over the phone. They said we were not in the system. We have all the documents from our purchase. They changed their policy mid stream to had to make a prior purchase to had to be in their system. This was their mistake for not putting us in the system.

  Business Response

  Date: 03/23/2023

  We appreciate the time the client has taken to share their recent experience.

  We are reviewing the clients claim and our ************* team will be reaching out to provide further direct assistance.

• Initial Complaint

  Date:02/15/2023

  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.

  I placed an order on 02/07/2023. Due to an error on the website, my 3 credit cards has been charge 17 times. I called chanel customer service every day and get the same answer, we will contact you up to 72 hours. No one has called or emailed me. Today it's 02.14.2023 and I still haven't received my refund. The only information I got is that I can't order anything online for 30 days.I dont know what more i can do !

  Business Response

  Date: 02/24/2023

  We sincerely apologize for any inconvenience the client may have experienced while attempting to checkout on **********. We can assure the client that they were not charged however, what they are seeing is several pre-authorization holds as a result of their checkout attempts on **********. A clients credit card is only charged once an order has shipped. We have confirmed that all pending holds have been reversed and released from the clients card. We appreciate the clients understanding and patience while we resolved this.

• Initial Complaint

  Date:01/30/2023

  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.

  Date of the transaction: December 17, 2022 Amount of Money: $6,087.88 Chanel is not providing me with anything no refunds or exchanges Good afternoon, This is *********************; on January 26, 2023, at 6:54 pm, I went to Chanel Store to return a purse I bought on December 17, 2022. If you see the time stamp of the picture below, I was told to wait outside due to the store was not taking anybody into the store. The bodyguard stated that the store was closing its doors at 7:00 pm. As you see, I arrived at the store at 6:54 pm, and I wanted to get into the store. The guard refuses to let me enter the store. Chanel store hours are from 10:00 am to 8:00 pm; nothing in the store hours or front of the door states this information, and nor the website states that nobody will be able to enter the store before or after 7:00 pm. This is not ethical, and if a Merchandize Store advertises store hours, then the doors should be open during working hours. I had to wait outside until the manager came to speak to me. See pictures below. After telling the situation about the ************************, I purchase back in December 2022, my daughter went to return the purse the first time, and the Chanel Staff said she couldnt help due to the purse having some slight scruff and slight scratch and couldnt return the purse. That was before the expiration date. Then again, she went on January 13, 2023, and the same thing she was told that due to the slight scruff and scratch, they couldnt return it. Plus, the Chanel staff stated that it was already past the return policy. My daughter couldnt go again because she broke her foot and couldnt return the purse. I wrote the letter attached to ********************************* and told her what had happened. I did forget to mention to her that my daughter did try to return the purse before the return policy. If you see pictures I took on January 26, 2023, I took pictures of how they stock the purses in a large cabinet without any purse being protected by a duffle bag. If you see below, none of the bags are protected, and if you read my letter, I never inspected the person, nor did the gentlemen examine the purse. On December 17, 2022 it was a busy day due to tons of customers trying to buy a xmas gift. All of your staff were overwhelmed and couldnt inspected the purse nor did i. On January 23, 2023 at 9:08 pm I received a call from **************** a female under the name of ***** she explain to me to go back to Chanel and explain what happen to me and to ask for the manage and I did what she instructed but with no luck below is what happen again.************************* the lady that I spoke to on January 26, 2023 inspected the purse and said that she couldnt accepted due to the return policy. I dont understand why they keep changing the story. Attached are the business cards that I was given by **************************First attempt before the return policy expired it was because of the slight scruff and slight scratch. Second attempt because of the expired return policy and slight scruff and slight scratch.Third attempt because of the return policy expired. ******* to accept the purse but because the return policy has expired ************************** did not accept the purse.What the next excuse?I only wanted to return the bag and get a credit for another purse my daughter would like. But due to this inconvenience that Chanel and Staff have provided to my daughter and myself, I just want a full refund and to take my business elsewhere.I didnt think Chanel would mistreat their customers this way in general. Can I just get a full refund for this purse and email me a return label so I can return the bag? Or I could drop it off at the store once again. But I dont want to deal with someone unprofessional.Just let me know who I need to speak to and return the purse for a full refund.I will appreciate all of your help in resolving this issue that I been trying to resolve since the return policy expired.*********,*********************

  Business Response

  Date: 02/03/2023

  We appreciate the client taking the time to contact us with regards to their recent experience.
  We are reviewing the clients claim and will be in contact with an update within the next 2-3 business days.

• Initial Complaint

  Date:01/26/2023

  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 was attempting to purchase a pair of earrings for my wife for valentines day i called the boutique on Saturday January 21st 2023 to inquire about the selection and was advised that the new spring/summer collection would be launching on January 24th and to call back at that time as they would be able to assist me in choosing out a pair with the new selection they had. I called on the morning of the 24th to get some assistance with a specific item number i referenced over the phone, the representative advised that the item was in stock but could not hold the item for me to come and purchase nor could i make the purchase over the phone and that I had to wait for a sales advisor to contact me to do so. She advised that one would do so promptly within the hour as I advised of the time sensitivity of the matter as there were limited pairs in stock. I waited and called back after 2 hours and got the same representative in an attempt to follow up, i then insisted that she at least have someone hold it temporarily until they contact me, she then put me on hold and went to check upon return she advised the earrings were no longer in stock! i was furious I then advised her to see if i could speak to an SA to see what other options they had so i could hold a pair she assured me that she would have someone contact me asap. again no one called so I followed up again this time I got a different representative and let her know the situation she advised that since it was a launch they were to busy to assist me, what kind of customer service is that! just because I am calling should not mean I am not a priority to others people have business and jobs to run and should be accommodated accordingly I then rushed to visit the Yorkville Flagship Boutique on January 24 2023 at 5:45PM from ******* as they close at 6PM to purchase a valentines gift for my wife I ended up picking out a pair from what was left only to be advised that i could not Purchase the item!

  Business Response

  Date: 01/27/2023

  We are very sorry to learn of the clients experience. We have shared the clients feedback with the appropriate international counterpart so they may provide further direct assistance. 

  Customer Answer

  Date: 02/01/2023

  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:01/23/2023

  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.

  A package was ordered with 3 items and only 2 were delivered. The business claims that the package included all 3 items. We have proof with pictures and scale weight showing the weight of the packaging and two items only with a discrepancy with the ***** record.

  Business Response

  Date: 01/27/2023

  We are very sorry to learn of the clients experience and would like to assure the client that their feedback has been addressed with our fulfillment center and ************* Team. In reviewing this matter we have confirmed that the two missing items were replaced and delivered on 1/23/2023 at 10:11 AM. Should the client require any additional assistance please let us know.