I recently bought a Chanel Classic Medium Flap Bag in black caviar leather for my mom. Unfortunately, the experience that followed has left me confused and concerned.
The first bag I received from a CDG Chanel duty-free location turned out to have a defect. I contacted the store immediately, requesting an exchange for a non-defective piece. Initially, they insisted they could only offer a repair, not an exchange. After much persistence, they finally agreed to replace the bag if I brought it back to the store in person.
When I returned to make the exchange, the new bag raised more questions than it resolved. but right away, something felt off. The caviar leather looked noticeably dull compared to the original bag. Not just slightly different, but significantly less vibrant and polished. I mentioned this to the sales associate, and she told me it was “very normal” because each leather is different. While I understand natural variation, the difference in shine and finish was striking.
What unsettled me most, though, was how the transaction was handled. The SA was struggling to input the serial number into the system, referring to a handwritten note rather than scanning the tag…. which oddly, had a different number printed on it. Another associate approached, pointed at the tag, and asked something in French. The SA helping me responded in French, and the other associate walked away. The whole exchange felt strange and unsettling.
In that moment, I honestly hesitated. I almost said I would just keep the defective one, because I felt bad for coming all this way and going through all of this…. only to receive a replacement that didn’t feel right either.
Back home, I compared the bag to my own Classic Medium Flap, the exact same model. The replacement looks noticeably larger and lacks the richness and finish I’ve come to expect from Chanel craftsmanship. The new bag also had a strange chemical smell and insIde, it was filled with plain gray packing paper, and there was visible dust from the paper coating the interior of the bag.
I don’t know what to make of this experience, but I’m left with more questions than confidence. From the inconsistent handling in-store to the condition of the replacement bag, too many details just didn’t feel right. Maybe because it was a duty-free shop, that’s why there was an issue. I’m genuinely wondering whether I should reach out to Chanel customer service, as what I’ve experienced raises valid concerns not only about product quality, but also about transparency and brand consistency. Or maybe I’m just being paranoid about it. 😟