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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

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Chanel, Inc. has 30 locations, listed below.

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    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:08/03/2022

      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 a $9k bag at Chanel ***** Design District boutique around 12/31 of last year. Not long after purchasing the bag I realized that the sales advisor made a typo in the reference number on the receipt, so that the reference number in my bag does not match the system record, which might cause a problem later for the warranty of my bag. I contacted the ** right away but did not get a solution. Recently I tried to contact the customer service on ********************** official website again but the representative very impatiently told me that theres nothing they could do. I then tried to contact the boutique and was told that they will reach out to me but have not heard back. I am very frustrated with how after paying a ridiculously high price for the bag, I still have to go through all the trouble and almost beg them to fix their mistakes and still have not get a solution from them.

      Business Response

      Date: 08/10/2022

      We appreciate the time the client has taken to share their experience.
      We would like to confirm that the client was contacted and further assisted by our ***** Boutique.

      Customer Answer

      Date: 08/28/2022

      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 appreciate the help from the ***** boutique but after registration, the bag information is still not showing up on my app. I need further assistant with that. 

       

       

       

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


      Sincerely,

      ****** ***




       

      Business Response

      Date: 10/05/2022

      We are sorry to learn you are experiencing difficulties with your bag registration, we will be contacting the ***** Boutique to have management follow up with client directly for further assistance.

    • Initial Complaint

      Date:07/21/2022

      Type:Product Issues
      Status:
      Resolved
      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 Chanel sunglasses on 6/24/21 and used them 2x. I went to go put them on for my vacation on 7/16/23 and put the glasses on my face the whole side part fell off just broke. I keep my items stored and I have other glasses this haven't happened before. I was so embarrassed by this as I was out of the country and my glasses just fell off my face due to the side breaking off. I went to return them to Nordstroms and they stated that they don't return Chanel. I was highly upset as I paid $546.66 for a 2x wear. I only wanted a credit to purchase a new pair are get the same pair as they match my Chanel bag. I was in line for 45min waiting to return for them to tell me this. I didn't want my money back just a credit are the same pair back. They said no. I don't have the card I brought these on so I didn't mind a credit are a new pair that's it and Chanel glasses should last more then 1 year. Nordstrom told me I had to contact Chanel since its their glasses, which I'm very mad. I looked like my glasses were fake.

      Business Response

      Date: 07/22/2022

      We sincerely apologize for the clients experience. As these sunglasses were purchased directly from Nordstrom, we are unable to assist with a return however, we are happy to have our ************* team contact the client to assist in exploring possible repair options.

      Customer Answer

      Date: 08/12/2022

      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 need the business to reach out to me again. They didnt send the email like they stated before and thats why I closed it thinking a email would be sent with my appointment. I would like the business are the person who handled this compliant to reach back out to me.

      Thanks 
      Sent from my iPhone


       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/18/2022

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

      Customer Answer

      Date: 09/28/2022

      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,

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



       

    Chanel, Inc. is NOT a BBB Accredited Business.

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