Complaints

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:11/15/2023

  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.

  I am writing to file a formal complaint against Chanel, regarding a concerning experience I had with their customer service and warranty policy and the damage is due to quality issues. My case involves the denial of a warranty repair for a pair of Chanel shoes, and the explanation provided by Chanels representatives has left me dissatisfied and frustrated.Details of the Incident:On [Date], I contacted Chanel customer service to initiate a warranty repair for my Chanel shoes, which are well within the warranty period. To my dismay, my request was denied based on the assertion that storing the shoes in the original box could damage them. I find this explanation not only illogical but also contradictory to the purpose of a shoebox in preserving the quality of the product.I have always adhered to Chanels care guidelines and find it unacceptable that my genuine concerns are being dismissed without proper consideration. The denial of my warranty claim raises questions about the quality and durability of Chanel products, as it implies that using the provided packaging could harm the shoes.Desired Resolution:I am seeking the intervention of the Better Business Bureau to address this matter promptly and fairly. My primary request is for Chanel to reconsider and honor my warranty claim for the shoes. If necessary, I also request the replacement of the shoes with a new pair, as a gesture of good faith.I believe that as a consumer, I am *********** the protection and service promised by the warranty, and the denial of this claim without valid grounds is both unjust and disheartening.Thank you for your attention to this matter. I trust that the Better Business Bureau will ensure a fair resolution and uphold the standards of consumer protection.Sincerely,

  Business Response

  Date: 11/21/2023

  We sincerely apologize for any miscommunication. We can assure the client that our packaging, box and dust bags are designed to help protect and preserve their Chanel purchase. Our two-year warranty covers quality and manufacturing issues however, wear and tear are not covered under this policy. We can confirm this shoe style does not have any quality issues. The condition of the shoes appears to be consistent with wear. The client may be eligible for a repair (which can only be determined after a physical assessment from our artisans). The client can visit any of our US Chanel Boutiques to speak directly with a repair specialist for potential next steps.

• Initial Complaint

  Date:10/11/2023

  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.

   
  Complaint: 20724371
  
  I am rejecting this response because the business only responded (vaguely with no resolve) once they received a complaint from the BBB despite my many phone calls and emails prior to. The only verbal update I was provided was to continue to be patient as the company is trying to contact the original store of purchase to confirm the original condition of the purse (that was unopened on my end) although the receipt from the store notes the condition in the purchasing file. I do not feel the company is acting in good faith as this has not reached a resolve over the course of 3 weeks and appears once it reaches 30 days the options for resolve will be limited. 
  
  Sincerely,
  
  *********************ver, the San Francisco store shared at the time of exchange/return they are not able to receive a damaged bag and although (again) I was only returning the bag in the exact condition it was purchased from Chanel, and shared I had no choice but to keep the item. Given that I have not opened the item (it is still in its original packaging with all inclusive items), I have the original receipt and it was well within the 14 day return window; it appears unreasonable for me to not return or exchange the item in the same exact condition (untouched by me) that it was sold. I have read of similar complaints on the BBB website and appears to be a reflection of Chanels fraudulent practices. I emailed Chanel headquarters on October 1, 2022 and was told I would received a response within 72 hours. To date (10/11) I have not received a response with appropriate resolve. I would appreciate any immediate assistance or advisement your office can offer in helping me to reach a resolve.

  Business Response

  Date: 10/13/2023

  We sincerely apologize for the clients experience, due to the item being purchased in our ************************ Boutique we will reach out to our international counterparts to share the clients feedback. Additionally, we are partnering with our San Francisco Boutique to further review the condition of the clients handbag. Our US ************* team has been communicating directly with the client.