[luvhautecouture]

:( I had an absolutely terrible experience with the Nordstrom Topanga Chanel manager today. I went there to exchange a defective bag (loose thread) and she told me I could not. THAT IS OK, I understand that Nordstrom Chanel is different than regualr Chanel. But THEN she went and started picking at the thread and pulled it out even MORE. I then left and told her I would go to Rodeo.

Later that day I realized how much MORE the thread was pulled out. So I went back and just asked her if I could have her business card so that when I went to Rodeo, I could tell them I had already spoken to someone who works for Chanel. and she REFUSED. She flat out told me no. Then I explained to her how I felt about the bag and the damage and she got really rude to me. She proceeded to tell me that she only looked at it and did not pick at it and told me there were cameras that would play back what was done. Finally she gave me her business card and I left.

Little does she know I have BEFORE pictures of my purse and I KNOW she pulled it out more. I am just so disgusted by the way I was treated by her. And I am truely not a rude person. :(

Anyway. So what do you think I should do tomorrow when I go to Rodeo?

[roey]

You should not go to Rodeo, you should march back to Nordstom and insist that they honor their STORE POLICY of refunds and exchanges.

Ugh, I hate shopping at Topanga! If there is anything I want from that store I have my s/a at either Portland or Seattle transfer it over to their store to ship it to me. The truth is, the policies set for Nordstrom are global throughout stores, so I am sure if senior management was made aware of the treatment customers are receiving at Chanel Topanga something would be done about it. You should definitely not let her intimidate you and speak to the general manager of the store about her behavior. Nordstrom return/exchange policies are excellent and all about the customer. You need to go back and over her head. A loose thread (that she ultimately made worse) is not par for the course on a $2K plus bag and yes, you ARE ALLOWED TO EXCHANGE IT OR BE REFUNDED as per Nordstrom's store policies. I have returned bags to Seattle where I've cut the tag but never used the bag and they've refunded no problem, whereas Topanga will tell you once the tag is snipped it's yours. Once they refused to price match a bag for me and I had to get my Seattle s/a involved in order for them to honor the STORE POLICY!

Incidentally, the manager of the Chanel boutique at Topanga is male. You may have dealt with the assistant manager Jackie.

[luvhautecouture]

Originally Posted by roey

Ugh, I hate shopping at Topanga! If there is anything I want from that store I have my s/a at either Portland or Seattle transfer it over to their store to ship it to me. The truth is, the policies set for Nordstrom are global throughout stores, so I am sure if senior management was made aware of the treatment customers are receiving at Chanel Topanga something would be done about it. You should definitely not let her intimidate you and speak to the general manager of the store about her behavior. Nordstrom return/exchange policies are excellent and all about the customer. You need to go back and over her head. A loose thread (that she ultimately made worse) is not par for the course on a $2K plus bag and yes, you ARE ALLOWED TO EXCHANGE IT OR BE REFUNDED as per Nordstrom's store policies. I have returned bags to Seattle where I've cut the tag but never used the bag and they've refunded no problem, whereas Topanga will tell you once the tag is snipped it's yours. Once they refused to price match a bag for me and I had to get my Seattle s/a involved in order for them to honor the STORE POLICY!

Incidentally, the manager of the Chanel boutique at Topanga is male. You may have dealt with the assistant manager Jackie.

Thank you for your response Roey. Just knowing someone will listen to me makes me feel a lot better. I purchased the bag at a normal Chanel Boutique, not a Nordstrom Chanel, so I can somewhat understand why there might not be an exchange/return policy. What bothers me the most is that AFTER she told me she could not take care of it, she dared to touch it. And, the fact that she refused to give me her card.

She is not the manager of Nordstrom, but (I believe) the manager to the Chanel portion of Chanel.

Thanks again Roey, I really appreciate responses even if they are not in my favor.

[roey]

No, the manager of the Chanel boutique at Nordstrom is a male. I believe his name is Mike. Jackie is the assistant manager of the boutique.

You did not make it clear in your post that you purchased the bag at Rodeo. It is written as if you purchased the bag at Nordstrom. Now I can understand why she refused, although she didn't have to be rude and pick at the thread. Nordstrom is under no obligation to exchange a bag you did not purchase at their store/boutique.

So now you should go to Rodeo and work with them. They should have a record of the purchase in their system if you did not save the receipt.

[luvhautecouture]

Originally Posted by roey

No, the manager of the Chanel boutique at Nordstrom is a male. I believe his name is Mike. Jackie is the assistant manager of the boutique.

You did not make it clear in your post that you purchased the bag at Rodeo. It is written as if you purchased the bag at Nordstrom. Now I can understand why she refused, although she didn't have to be rude and pick at the thread. Nordstrom is under no obligation to exchange a bag you did not purchase at their store/boutique.

So now you should go to Rodeo and work with them. They should have a record of the purchase in their system if you did not save the receipt.

OOOPS... I rewrote the thread from the first time I wrote it and forgot to make that clear! VERY SORRY! I should not have taken the bag to Nordstrom at all , but I decided just to give it a chance (MY FAULT!). My problem is that the bag was actually purchased in Heathrow not Rodeo! Before this incident, the loose thread was bothersome, but I could deal with it, but now that it has been altered by someone other than me (and is a lot bigger) I am very upset.
SIGH. I hope I can sleep tonight

also: I was mistaken again, she is not the manager or assistant manager. Her card just says "salesperson/customer service all-star" ha

[Jill]

Im like...sooooooo .....confused.....!!!why would u try to return a bag to Nordies when u bought it at a Chanel boutique?

[Biondina1003]

I've been dealing with this store all week! Contact Eric, he is the general manager for all handbags. Don't speak to Jackie or Mike.

[luvhautecouture]

Originally Posted by Jill

Im like...sooooooo .....confused.....!!!why would u try to return a bag to Nordies when u bought it at a Chanel boutique?

I'm really inexperienced with shopping, I guess. I had thought that the Chanel in Nordstrom was rented space in the Nordstrom store (like a Chanel store inside Nordstrom). I take complete responsibility for taking the bag to the wrong place. But, I don't appreciate my bag being altered by someone other than myself.

[Beautylicious]

I highly doubt it you can exchange your bag at Rodeo if you bought it in another country.

But you can ask them if the loose thread can be fixed.

Which bag are we talking about, if you don't mind me asking?

[Syma]

If you purchased the bag at Heathrow, I would take the bag to your Chanel boutique as concessions have different policies and simply ask them to send the bag in for repair. I assume it would be up to the discretion of the manager as to whether he/she would exchange it for a new bag. With regard to the SA who pulled your thread, she definately shouldn't have touched the bag if she wasn't prepared to send it in for repair, perhaps you could complain to the manager as Roey suggested.

[luvhautecouture]

Hi all!

I took it to Chanel Rodeo and they repaired it on the spot. They were so nice there and made me feel welcome in the store. I know where I will go when I buy my next purse. Thank you everyone

[roey]

^That's awesome news! Glad it ended well!!

[Beautylicious]

That's wonderful news! Thanks for the update.

[luvhautecouture]

Thank you for dealing with me when I was obviously stupid!