Chanel offering new bag after not being able to repair

[lulu2325]

Hi! I have a small white coco handle that I loved. I bought it in Paris last summer.

Near the gold hardware handle, there have been increasing black spots that have been spreading. It was assessed that it is oxidation and they cannot repair it.

They have offered to credit me the price I paid towards a new bag, however when I bought this bag, it was before the European price increase and general ones. So I am not happy that it seems as though I will have to pay extra to get the same bag or similar.

Would you get another coco handle again or should I look into a different bag in general.

Has anyone else been offered a new bag as they were unable to repair the old one? Also do I get my original bag back anyways?

Thank you!

 

[880]

If they have assured you that this was a freak occurrence and unlikely to happen again,
and if you adored the bag, I wouldn’t hesitate to re- purchase. If the same one is available,
I would ask if there is any way that you could do an even exchange without paying the price
increase. But for the oxidation, you would not need a new bag.

if you weren’t as fond of the bag, then simply purchase something else. If you choose a different bag,
I don’t think you would be entitled to a pre price increase exchange, but it cannot hurt to ask.
In this case, I would rather top up the amount rather than settle for a less expensive bag.

I assume that since they are providing this accommodation, that you would not get the original bag back.
It’s damaged and would be recalled. If you found the bag in acceptable condition, you could ask
for the bag back, but then there would not have been any need to ask for and been granted the credit.
In other words, I don’t think you would be entitled to both a new bag and the original one based on
oxidation. JMO

ETA: if the black marks are mold, as you mentioned below, I think you are fortunate to get this accommodation.
The boutique could have made the argument that they are not responsible for damage that may have arisen
due to client storage etc. Even if the oxidation is a result of mold, then I think you are fortunate to have gotten the accommodation that you were offered. In the future, should mold appear on any bag, I would not attempt to wipe away myself. I would personally isolate and take it to a professional (Even a third party professional) I don’t handle any bag maintenance on my own. Many TPFers differ in that they will only use boutique aftercare spa. JMO and YMMV

 

[lulu2325]

If they have assured you that this was a freak occurrence and unlikely to happen again,
and if you adored the bag, I wouldn’t hesitate to purchase. If the same one is available,
I would ask if there is any way that you could do an even exchange without paying.
But for the oxidation, you would not need a new bag.

if you weren’t as fond of the bag, then simply purchase something else. If you choose a different bag,
I don’t think you would be entitled to a pre price increase exchange, but it cannot hurt to ask.

I assume that since they are providing this accommodation, that you would not get the original bag back.
It’s damaged and would be recalled. If you found the bag in acceptable condition, you could ask
for the bag back, but then I’m not sure why you would have asked for and been granted the credit. JMO

Yes I would hope they can do an even exchange as the coco handle is at least 2k more than it was. They have one with the chain around the handle which is more expensive but I would at least pay the difference to that.

The black spread looked like mold and oxidation so it's def not able to fixed and continues to spread even when wiped away.

 

[lulu2325]

If they have assured you that this was a freak occurrence and unlikely to happen again,
and if you adored the bag, I wouldn’t hesitate to re- purchase. If the same one is available,
I would ask if there is any way that you could do an even exchange without paying the price
increase. But for the oxidation, you would not need a new bag.

if you weren’t as fond of the bag, then simply purchase something else. If you choose a different bag,
I don’t think you would be entitled to a pre price increase exchange, but it cannot hurt to ask.
In this case, I would rather top up the amount rather than settle for a less expensive bag.

I assume that since they are providing this accommodation, that you would not get the original bag back.
It’s damaged and would be recalled. If you found the bag in acceptable condition, you could ask
for the bag back, but then there would not have been any need to ask for and been granted the credit.
In other words, I don’t think you would be entitled to both a new bag and the original one based on
oxidation. JMO

ETA: if the black marks are mold, as you mentioned below, I think you are fortunate to get this accommodation.
The boutique could have made the argument that they are not responsible for damage that may have arisen
due to client storage etc. Even if the oxidation is a result of mold, then I think you are fortunate to have gotten the accommodation that you were offered. In the future, should mold appear on any bag, I would not attempt to wipe away myself. I would personally isolate and take it to a professional (Even a third party professional) I don’t handle any bag maintenance on my own. Many TPFers differ in that they will only use boutique aftercare spa. JMO and YMMV

They didn't say was mold, just the oxidation part. I def did not store it improperly but I do live in Florida so obviously it's hot and humid here. I attached the photo of what it looked like before it was sent in.

I would hope I would at least be able to get an even exchange on a similar type of bag.

 

[Grande Latte]

I would get something else and pay the price difference. It may be a freak incident, but it is good Chanel decided to give you credit because they could have made up all kinds of excuses and not honored you anything. Customer service isn't fair for everyone, it certainly isn't equal everywhere in the world!

Back to topic, white is just a color I'm really hesitant to get in handbag. Perhaps consider beige or another light color, or altogether something different since offered the opportunity. Is there anything else on your wishlist?

 

[TPFer2015]

Omg! I have been offered a replacement bag when I wasnt happy with my purchase upon closer inspection at home (black C19). I didnt have the complexity of being in between price increases though.

 

[lulu2325]

Yes the price increase def makes it more complicated! Hopefully it will work out as it was their faulty product and only a year old.

Omg! I have been offered a replacement bag when I wasnt happy with my purchase upon closer inspection at home (black C19). I didnt have the complexity of being in between price increases though.

 

[tlilrascal]

Ultimately get what you really love and use. Often we buy a bag because we love it, but only to discover the style doesn't work for us. Ask yourself if you will buy it again with your own money? If not, consider a mini or some other style and pay the difference.

I had a white chanel accordian bag many years ago and I never experienced any oxidization around the hardware like you shared and I live in Texas where it is also hot and humid. I did however notice the bag wasn't as crisp and white 10 years later. It wasn't yellow, just very hard to describe. Chanel white bags have this issue, so I wouldn't get a white bag again.

 

[demicouture]

This happened to me and as it was a coloured classic flap which was no longer in stock anywhere they offered me a credit note.
I was very very upset but demanded a refund. The prices had changed in the time my bag was sent to repair (I should add it was a production fault and the bag brand new)... However I would have demanded they give me the replacement for no extra fee had they had one I liked.
But I was too disappointed in their service and asked for immediate refund and just wanted to leave the store... (my local boutique where I have been a loyal and good customer for decades)

I would ask them to find you the bag and adjust the price as they could not repair it.. see what they say. Chanel is a luxury Maison and should do so so much better.
Good luck!