Complaints

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

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  Celine Inc.

  598 Madison Ave Fl 6 New York, NY 10022-1683

• 

  Celine Inc.

  595 Madison Ave. New York, NY 10022-1907

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:05/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Celine **********(small) in December 2023. In December 2024, I noticed a small crease beginning in between the two handles on one side of the bag. I took the bag to the Celine store while in ****** and the ** said he had never seen anything like it but to call *************** in the **. I called as advised, sent pictures. I know that I am within the warranty. After reviewing, I was sent a bill of $450 to replace the panel where the defect was located. After calling *************** in to inquire why I was being charged, I was told that the claim was wear and tear . This bag is less than two years old and that is clearly a defect. There are no scuffs, marks or any other indicators of wear and tear. That is a defect in the material. I would like Celine to honor the warranty and either repair, replace or provide credit for the bag.

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Celine Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***** ****
  

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Celine bag and used it five times, my strap broken, and I contacted the customer service, they do not offer free repairmen, which is obviously a quality issue.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 order 12/22 order number **********. It was delivered 12/30 tracking number ****************** **** I called Celine 12/30 to advise that the sweater was not with the boots it was alot of paper in the box. I spoke with a lady didn't get her name but she took my info down and said she would look into and call me back. I have sent 2 email inquiries since she has not gotten back with me. I called today and spoke with another lady that told a huge story that her manager was having technical difficulties and was going to call me back in 20 minutes, I still have not received a callback. This purchase is over $1,900 the worst shopping experience Horrible. I have order from Celine a few times never had this experience. I will never order from Celine again. I will write reviews and tell another consumers about the experience. Celine has money for merchandise I have not received.

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 October 25th, 2022, I opened a return request for my order with order ID **********, it was sent back with *** under tracking ID ******************. It was delivered on the 11th of November and on the 18th I contacted Celine asking if my return had arrived and how long the return process would take. ** was told that it had been RECEIVED AND ACCEPTED and that I will see my funds in 14 business days.On December 19th I contact back because the 14 business days were up as of December 16th and I still had not received my refund. On December 20th Celine gets back to me that there might of been an issue with the delivery of my return. I am told, "We are working on this and a refund will be issued shortly." We talk back and forth a bit and on December 23rd I get told that a *** investigation is open and will that 14 business days to complete. We are now past that. The last response I have is that *** is having some issues with understanding that this was misdelivered and not stolen.That is not my issue. That is an issue between *** and Celine and I do not want to be involved.I followed Celine directions to an absolute T, and I did everything instructed to me. I was lied to multiple times that my package has arrived back with no issues. I have been promised my refund is coming multiple times now but I never receive it back. I am tired of waiting. I am tired of these fake dates and timeframes. I am genuinely out of money because of Celine. I've paid over $200 of interest just waiting for this to be refunded while your employees lied to me.All I want is for my refund to be processed like I have been promised multiple times now.

• Initial Complaint

  Date:01/11/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 and returned a handbag that they confirm was received and processed nearly a month ago but they refuse to process my actual refund of $2800. I emailed and called multiple times and they have lied at least twice saying it was processed and there is no refund even pending. I feel like my only recourse is to take them to small claims court. Not sure what to do.

• Initial Complaint

  Date:10/24/2022

  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.

  Received an item on 10/13/22 and returned the next day *** 10/14/22. It has been 7 days now. Sent emails for updates and no responses. **************** is a joke and product quality is a rip off. I need my monies credit back immediately. I will never order from this company again!

  Customer Answer

  Date: 10/24/2022

  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,
  
  *******************
  
  I heard back from the vendor. They sent over a refund email. Just waiting for the funds to be released back to my account. 
  
   
  
  

• Initial Complaint

  Date:08/25/2022

  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 visited Celine at ***************** on June 30 2022, I was in a rush and saw two Celine chasseurs that I liked. I was hesitant to make the purchase due to the fact that I don't live locally and there's no Celine freestanding store in the bay area. The sales associate ***** assured me that if I ever change my mind, I'd be able to get a full refund within the 14 day window. He even offered me the option to mail in return. When I got back to my hotel, I tried them on and realized that the one I wanted to keep was too big. I reached out to him about a smaller size, the next day( July 1) he responded that it was COMPLETELY sold out. On July 2, I asked him to send the return label and box to me and told him that I would not want to miss the return period. I received the return box on July 10 with no return label attached, I contacted him again and reiterated that I do not want to miss the return window. ***** said "don't worry about the return window, you're all good."It took them four days to EMAIL me the label, after several follow-*** from my side. When the package arrived at Celine, he refused my return saying that he was under the impression that I was only returning one of the chasseurs, and its already past 14 days so I could only return one. I find it ridiculous because I could have easily made the return well within the return window if he sent me the return label when I requested it!In addition, what I said in the store was that even though the white chasseur fits me better, the blue one looked a lot better on me and he agreed. He was the one who suggested that I take both home so I could have time to make up my mind. Anyhow, his assumption is irrelevant because customers are legally entitled to return any full priced goods within the 14 days window. He then offered to find the smaller size I was looking for, which was completely sold out just a few weeks ago. I said ok and waited patiently. **** word limit - Please see uploaded document for full sto

  Business Response

  Date: 08/26/2022

  Hello,

  We are sorry to hear of the issues relative to the return of this purchase. I can confirm that the ***************** Store Manager has been in touch with the client and has left a voicemail asking her to follow up. We will proceed to assist the client to return her purchase. Do Let us know if you have any further questions or require any additional information.

   

  Regards,

   

  Client Service 

  Customer Answer

  Date: 09/03/2022

  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: the ***************** Store Manager has NEVER been in touch with me and has NEVER called or left a voicemail. The associates ************ asked me to send back the item and I did, it was delivered on Thursday, September 01 at 2:11 P.M.

  I have not gotten any update or refund. 

    

   

   

   

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

  
  Sincerely,
  
  **** **
  
  
  
  
   
  

  Business Response

  Date: 09/21/2022

  To whom it may concern,

  
  Celine acknowledges receipt of the communications forwarded by BBB.  Celine takes the concerns of its clients very seriously. 
  
  To that end, Celine contacted the client on August 26,2022 by phone and email, and on August 29, 2022 by email to attempt to resolve the issue. 
  
  On August 29, 2022, Celine received notification that the client had requested a chargeback from their credit card company. 
  
  On September 1, 2022, Celine received the returned item.
  
  On September 2, 2022, the client confirmed their request for a refund and sent Celine a screenshot confirming that the return label provided by Celine was received.
  
  Because a chargeback was requested through the clients credit card company, Celine does not have the ability to process a refund for the return but Celine accepted the credit card companys chargeback on September 6, 2022.  Celines understanding is that the client should receive a reversal of the charge on their credit card by the bank within the next 30 days.
  
  Celine hopes that this matter has been resolved to the clients satisfaction and encourages the client to reach out to Celine directly should they have any additional issues with this return.
  
  Sincerely,
  Celine Customer Relations Team