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 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:12/13/2022

  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 was given a Chanel 19 handbag as a gift in august 2022, the tags are still on it and I am in possession of the receipt. The top handle is faulty to the point I have not wanted to use the bag. I reached out to Chanel and was told that it was in fact faulty and repairable. They said someone would contact me within ***** hours with shipping label information. Instead I received an email telling me to take it to my nearest boutique. I will not be driving over and hour and a half one way to a boutique to have their faulty bag repaired. I want the shipping label as promised. My time is valuable and I should not be expected to deliver the bag to them. This is completely unacceptable!!!!

  Business Response

  Date: 12/19/2022

  We sincerely apologize the client is disappointed.
  However, in reviewing the images submitted to us we can confirm this item does not have any quality defects.
  This handbag was created with our lambskin material which is a soft subtle leather and is not meant to be structured.
  We hope this addresses the clients concerns.

• Initial Complaint

  Date:12/13/2022

  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 a chanel watch that was not working properly so I took it to the ******** Store at *************************************************************************************** for repair on July 23,2022 they provide me a request ID# ************* and our contact was ********* then I have called several times and contacted through email and they have not given me a status of my watch and they are simply saying that they do not know where it is Every time i try to call them to put me on hold for more than 2 hours and then they tell me a supervisor will get back to me and they never reach back to me.. I just want my watch back even if they cant repair it (they have not tell me anything about what is the issue of the watch) I JUST NEED MY WATCH BACK It just feel they lost it because they say they dont know where the watch is

  Business Response

  Date: 12/16/2022

  We can confirm that our Boutique has reached out and is in direct contact with the client.

• Initial Complaint

  Date:11/01/2022

  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 ordered two items from Chanel as gifts, the website gives you an option if youd like the essential dust bags with your merchandise ordered so I selected YES. Chanel sent an email confirmation acknowledging the items plus the essential dust bags but the essential dust bags did not come in the package so I called right away. I was told it would take 48 hours for someone to reach out per the advisor ****** in which she has my email address, confirmation, pictures of my package sent and the proof I selected yes to the dust bags. I called today after waiting 48 hours which no one reached out, to my surprise ****** answered and confirmed that my case was CANCELED due to no response on my part which was a lie. I asked if they called or emailed me of course she did not know and I offered to screen shot her my call log or if they can re-forward the email supposedly sent and that was a no go.At this point, Im disappointed that I was just swept under the rug and was told that this is not CHANELs fault that the option for packaging was on THEIR WEBSITE. Chanel does NOT HONOR their words, its on your website and confirmation with proof was sent to my email. I felt DISCRIMINATED because I did not spend enough money or the threshold that would be considered respectful. Per the manager ***, it is not Chanels fault and will send this escalation off. ****** the advisor did not follow up nor want to assist and Im just dissatisfied that my order was not fulfilled properly per all the proof provided and the option Chanel had on the website.

  Business Response

  Date: 11/03/2022

  We sincerely apologize for the clients experience. Please be assured we are reviewing this matter further and will be in contact with the client once we have an update.

• Initial Complaint

  Date:10/31/2022

  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.

  Hi, I bought a white square ***** crush handbag from Chanel in Saks at *******. The receipt number is ******************************The address of the store is ***********************************************************************. The phone number is **************. I am disappointed with the bag I received that it was a defective item and not in perfect condition, which had scratches and stains on it. The scratches was in the inside of the cover and the there were black stains on the edge of the handbag and the chain. I shipped it back NEXT DAY I received the return label and it was completed brand new condition with protective film on the hardware, but the store manager *********************** refused to return for me. It did not make ANY SENSE!!! I CAN NOT believe they blame all these on the customer since the bag was defective item. They did not check the item before ship to me and did not inform me about the real status of the bag and sell it to me. I have all the open box videos showing it was the condition that they send to me. I do need an apology to receive the defective bag and the bad shopping experiences with purchase from the store manager. Could you help to ask them for return and refund for me? Thank you.

  Business Response

  Date: 11/21/2022

  We sincerely apologize the client is disappointed. In reviewing this matter, we have confirmed that the handbag that was mailed to the client was brand new and had no marks at the time of shipment. Before shipping the handbag the Boutique inspected the item for ***************** and the handbag was wrapped in tissue paper with all of the corresponding protective packaging. Additionally the Fashion Advisor did explain during the phone conversation that light colored handbags are very delicate and explained the precautionary measures that should be taken in caring for lighter items. Because the handbag was in its original condition we are unable to make any type of accommodation for an exchange or return.

  Customer Answer

  Date: 11/29/2022

  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 CAN NOT accept your solution and I am totally NOT satisfied with your service. I have all the open box  and before shipment videos and pictures for evidence that prove the bag sent to me was defective item with scratches and black stains. Do you have any evidence to show me that it was in a good condition during the process to ship to me? If not, how you can claimed that the bag sent to me was in a good condition?I only received three pictures that with the bag covered that I can not see the condition of the bag.The bag was brand new with protect film on it, you said it was in original condition, so why could not return for refund? Also, you mention your fault that not explain how to take care of this bag, why you guys not take the responsibility of it?  It DID NOT make any sense. You are making excuses and conduct FORCE SALE. I CAN NOT believe I spent so much money to buy a defective item and received such bad service. It did destroy the reputation of CHANEL!!! If you can not help to return for this bag, I will contact my lawyer to *** for this is*** since I have all the evidence at hand. 

   

   

   

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

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

• Initial Complaint

  Date:10/26/2022

  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 had a very bad Experience with Chanel! my husBand bought a chanel bag as a gift for me in LA when he travle alone.10/7/22. I am in ******* all the time , We live in seatle 10/8/22 When he fly Back and gaVe the gift to me i was so happy, but after i open the box, i fOund he Bought an used baG. every ****** dirty and the bag turned yellow, it couLd not be like this for a new white bag. eventhough I cannot Believe whY the sale person ***** an old broken bag to him. It is ***************************************************************************** change a new one because I cant accept an dirty bag. After my husband 10/9/22contact them many times. They asked us to mail the bag to LA, but after they receive they didn Admite they sale a broken bag, they said we made the baG turn yellow and broken, they said I made ******* all black. I am shocked, i never used it when i open it i dEciDed to return or exchange right away because i cannot get a old baG as a expensive gift. Whey framed me to make it dirty. I have the info of my husband flight to seattle. ProVe the time he Gave me the gift when he arrive and he contact right away. I cannot make the bag this dirty in such short time and yellow looks a long time wear maybe display i cannot believe they call Black white like this. This is hurt my feeling and i need the justice and i want seeking the truth. They cannot Lie and slander and pretend thAt it ture. I called Chanel they said each shop have the right to decide if return or not. they cannot help me. I send email no one reply. Is this means if they lie no one can tell the truth and customer have to be victims and wrong cannot correct ???

  Business Response

  Date: 10/28/2022

  We sincerely apologize for the clients experience.
  Our ************* team will be reaching out to provide further direct assistance.

• Initial Complaint

  Date:09/09/2022

  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.

  Poor quality products seem like a norm for fashion houses like Chanel. Bags are made to be displayed rather than used! I bought a Chanel 22 bag in June 2022 that had all corners rubbed off within 3 months of light use. Specifically, one of the corners scuffed after a handful of use within the first month. However, after another 2 months, all 4 corners rubbed off. I brought the bag back to the store to raise a quality control issue. Unfortunately, the manager pinned the scuffing of the 4 corners to normal wear and tear. The funny thing is that the plastic protectants are still intact while the 4 corners have taken damage - that is not normal. I understand the four corners will scuff with time, which I have experienced with bags I had in my collection, but that took years rather than a handful of uses. The wear of the leather within such a short time span is disappointing bc the quality is no different than fast fashion. The store manager told me that metallic leather is inherently fragile, and all metallic and iridescent leathers are easily worn. Ironically, I own an iridescent *********, and the leather has not experienced what they claimed. I had a similar experience with *****'s eco-friendly canvas line, where one of the corners scuffed off with light use. I was offered the opportunity to exchange the bag right on the spot bc ***** owned up to their quality issue. In contrast, Chanel needed 6 weeks before they could tell me if it was a quality control issue or if it was fixable (despite their 5-year warranty in place). I feel that Chanel did not own up to their quality issues, particularly, when there have been forums that specifically talk about the flaws/issues of the new Chanel 22 bag. This feels like a scam with their high prices and poor products.

  Business Response

  Date: 09/16/2022

  We are very sorry to learn that the client is disappointed with their recent purchase.  

  In order to better assist, we kindly request that the client provide images of the receipt so we may further review this matter.

   

   

  Customer Answer

  Date: 09/16/2022

  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:

  [Attached is the receipt as requested.]

   

   

   

   

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

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

  Business Response

  Date: 09/23/2022

  We appreciate the client sending in their receipt.
  We will further review the clients request and provide further direct assistance.

• Initial Complaint

  Date:09/08/2022

  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.

  My husband was sold a Chanel purse, which was giving to me on the same day as a gift. I received the purse and my first out loud thought was, thank goodness it isn't lamb skin (I own 4 Chanel lambskin "pieces"I find lambskin to be fragile for me). The purse wasn't "caviar" leather (a textured leather) and it wasn't soft like lambskin but hard and stiff.. so I thought it was a new process of leather Chanel had acquired. After a few days, this "new leather" idea wasn't making sense and I went into a boutique in ************ Galleria in **.. I asked to see the same bag to compare. It was as feared. My husband was sold a dried lambskin bag. The employee in VA was very helpful but I declined the aid, telling her I would take it back where it was purchased.. since this was such a wrong doing. I took it back to Chanel (*********/*********). A long-time employee of that location, after feeling the bag told me it was probably "goat skin". Goat skin. They looked it up in the book and corrected themselves... it was indeed "lambskin". Since the tag was removed.. because I didn't think it was lambskin.. they can not do anything about the bag. Then they barated me, telling me I should have known it was damaged. I told them I wasnt a leather binder, only a consumer. They sold a damaged bag to my husband and now I'm stuck with a "goat skin" purse. I'm using leather treatments to soften this "goat skin". I'm embarrassed to have this damaged "goat skin"purse..by Chanel.

  Business Response

  Date: 09/23/2022

  We apologize the client is dissatisfied with the fabrication of their Chanel handbag
  As the purchase was made from *********, we are unable to advise of their independent return policy and or provide any further direct assistance.

  Customer Answer

  Date: 09/27/2022

  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]

   Not accepting any responsibility of your product because it was sold by sales associates at ********* is absolutely not acceptable.  The sales associate said it was goat skin because of the texture of the dried lambskin.  No responsibility of the quality of your product is shameful and not acceptable. 

   

   

   

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

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

• Initial Complaint

  Date:08/29/2022

  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 sent both perfumes when i contacted Chanel, and to my surprise the company never contacted me, same with 2 perfumes I sent, i bought Chanel 5 since i was 15 years old, but unfortunately the fragrance not last long anymore, the perfume very expensive, plus i am customer loyal, I bought sunglasses and purses and products very expensive, I am very upset with the quality. i bought a perfume expensive and not long last and plus i returned 2 perfumes, i am very upset with the quality. and same i returned Chanel never contacted me

  Business Response

  Date: 09/16/2022

  We sincerely apologize that the client was dissatisfied with the scent of their CHANEL fragrances.

  Please be assured that our ************* Team will be reaching out to the client to gather additional information and help provide next steps.

• Initial Complaint

  Date:08/09/2022

  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.

  On Thursday 8/4/2022, I made contact with Chanels home office via chat to discuss repairs to a handbag. The representative provided me with the option to visit a boutique in ******. On 08/08/2022, I visited the ****** location. The repair specialist did not look at my bag. He wouldnt event touch the bag and could not tell me the exact details associated with the bag. He immediately said we wouldnt be able to over you anything on the bag and asked if there was anything else that they could assist me with. How do you make a judgement call without actually looking at the product. Why have me drive 1hr to get to. Boutique with employees that looked at me as more of a criminal than a customer. The ********************** Brand is way better than the ambassadors in the location representing the brand. I asked him questions about the bag directly after and he then said would you like me to look at it. I said I figured this was a common policy. He said depends on the nature of the repair. I need CHANEL to contact me regarding this experience.

  Business Response

  Date: 08/19/2022

  We sincerely apologize that the client was disappointed in their recent experience at the ****** Boutique. We contacted the client directly to offer our assistance in having her item reassessed and asked if the client would be willing to submit images for further review. The client asked to be contacted again on Monday and stated that she will let us know her decision at that time on whether or not she would like to pursue this option. 

  Customer Answer

  Date: 09/01/2022

  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 am providing documents of my handbag. I am also reviewing this claim with the Attorney General. The leader mentioned proof of purchase after I mentioned the item being a gift multiple times.

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 09/16/2022

  Please be assured that the client was contacted by Chanel ************* on August 19th via email. 

  Additionally, during the last phone conversation with the client she advised that she would be traveling for the next few weeks and would send images of her item upon her return. At this time we still have not received any images from the client and are awaiting her reply so we may proceed with next steps.

  As promised, once we have the images from the client we will expedite the review process.

• Initial Complaint

  Date:08/08/2022

  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.

  On 5/23 my husband purchased a chanel clothing item for me at a store in *****. I called the general customer care number listed on their website online the following week of receiving the gift, and they let me know I was able to return or exchange the item at a boutique. I went today to the boutique, and they informed me that it was past the 30 day return period. No one mentioned that there was a period of time to exchange or return any item over the phone and it is listed nowhere on the original receipt.I filed a complaint with the company, but nothing will be done, just a report. They refuse to exchange the item or return it. Their advice is that I gift the item to someone else or leave it in my closet and forget about it. This item is a ******* item. It is a complete waste of money for something that will never be worn due to it not looking like a quality item.

  Business Response

  Date: 09/06/2022

  We sincerely apologize for any delay in connecting with the client. Please be assured that our ************* team will be reaching out to the client to further discuss.