Chanel Repair Process?

UCDChick08

O.G.
May 29, 2008
2,682
4,254
Hi all! Some of you may know that my caviar turquoise mini flap from 17C has gotten some color transfer on the back pocket last week. It has actually gotten worse a few days later as the dye completely soaked into the leather. I did try cleaning it with Cadillac leather cleaner, but it was no use. There isn't a Chanel boutique near where I live and I was actually visiting family in Orange County during Christmas so I decided to stop by the Chanel boutique at South Coast Plaza and asked them if this could be fixed (maybe redye or replace the back pocket?). The leather specialist told me that there's nothing they could do about this. She also told me that because of the shiny coating on top of the leather, it almost makes it like a patent leather so I'd have to be extra careful with jeans, dark clothing, etc. Since Chanel couldn't fix it, I ended up contacting Leather Surgeons (after reading about them on TPF). They emailed me back saying that they'll be able to fix it (pretty much redying the affected areas) for $200s. I was so relieved to hear that this could be fixed.

The main reason why I created this thread was because I wanted to know and understand how Chanel's repair works. I've never brought any of my Chanel items in for repairs and this was actually the first time inquiring about it. I thought I've read somewhere on the forum that LS actually handles Chanel boutiques' repairs? If so, why did Chanel turn down my repair request even though LS could do it?! Do you need to have a special relationship with an SA or the leather specialist in order to get your items repaired? I actually buy 95% of my items via phone (usually with the department stores) and I don't live near a boutique so what would be the best way to get my items repaired through Chanel if I ever need help? TIA!!!
 

twin-fun

O.G.
Mar 27, 2006
7,615
982
Not where I'd like to be
Hi all! Some of you may know that my caviar turquoise mini flap from 17C has gotten some color transfer on the back pocket last week. It has actually gotten worse a few days later as the dye completely soaked into the leather. I did try cleaning it with Cadillac leather cleaner, but it was no use. There isn't a Chanel boutique near where I live and I was actually visiting family in Orange County during Christmas so I decided to stop by the Chanel boutique at South Coast Plaza and asked them if this could be fixed (maybe redye or replace the back pocket?). The leather specialist told me that there's nothing they could do about this. She also told me that because of the shiny coating on top of the leather, it almost makes it like a patent leather so I'd have to be extra careful with jeans, dark clothing, etc. Since Chanel couldn't fix it, I ended up contacting Leather Surgeons (after reading about them on TPF). They emailed me back saying that they'll be able to fix it (pretty much redying the affected areas) for $200s. I was so relieved to hear that this could be fixed.

The main reason why I created this thread was because I wanted to know and understand how Chanel's repair works. I've never brought any of my Chanel items in for repairs and this was actually the first time inquiring about it. I thought I've read somewhere on the forum that LS actually handles Chanel boutiques' repairs? If so, why did Chanel turn down my repair request even though LS could do it?! Do you need to have a special relationship with an SA or the leather specialist in order to get your items repaired? I actually buy 95% of my items via phone (usually with the department stores) and I don't live near a boutique so what would be the best way to get my items repaired through Chanel if I ever need help? TIA!!!
Have you looked through the repair dedicated forum?
https://forum.purseblog.com/threads/experience-with-chanel-refurbishing-repair.234313/
 

Vanana

I could give up shopping, but I'm not a quitter.
Jun 28, 2015
7,123
16,382
Hi all! Some of you may know that my caviar turquoise mini flap from 17C has gotten some color transfer on the back pocket last week. It has actually gotten worse a few days later as the dye completely soaked into the leather. I did try cleaning it with Cadillac leather cleaner, but it was no use. There isn't a Chanel boutique near where I live and I was actually visiting family in Orange County during Christmas so I decided to stop by the Chanel boutique at South Coast Plaza and asked them if this could be fixed (maybe redye or replace the back pocket?). The leather specialist told me that there's nothing they could do about this. She also told me that because of the shiny coating on top of the leather, it almost makes it like a patent leather so I'd have to be extra careful with jeans, dark clothing, etc. Since Chanel couldn't fix it, I ended up contacting Leather Surgeons (after reading about them on TPF). They emailed me back saying that they'll be able to fix it (pretty much redying the affected areas) for $200s. I was so relieved to hear that this could be fixed.

The main reason why I created this thread was because I wanted to know and understand how Chanel's repair works. I've never brought any of my Chanel items in for repairs and this was actually the first time inquiring about it. I thought I've read somewhere on the forum that LS actually handles Chanel boutiques' repairs? If so, why did Chanel turn down my repair request even though LS could do it?! Do you need to have a special relationship with an SA or the leather specialist in order to get your items repaired? I actually buy 95% of my items via phone (usually with the department stores) and I don't live near a boutique so what would be the best way to get my items repaired through Chanel if I ever need help? TIA!!!
I don't understand why chanel at the location you visited tell you it cannot be repaired. It's caviar and per chanel policy, the materials that chanel specify they would not repair are glazed or metallic leathers. This is caviar. Pretty sure your repair should be covered since it's pretty much brand new within the 1 yr warranty so they likely should cover fixing this for you if you bring it back to your store and speak to someone more willing to help, or experienced.
 

UCDChick08

O.G.
May 29, 2008
2,682
4,254
Thanks! Yes, I did look through some pages while I was doing my research.

I don't understand why chanel at the location you visited tell you it cannot be repaired. It's caviar and per chanel policy, the materials that chanel specify they would not repair are glazed or metallic leathers. This is caviar. Pretty sure your repair should be covered since it's pretty much brand new within the 1 yr warranty so they likely should cover fixing this for you if you bring it back to your store and speak to someone more willing to help, or experienced.
Yeah, I don't understand either. I actually went into this store twice on the same day because the first SA wasn't helpful at all. She didn't even want to get the leather/repair specialist for me. I had to return the second time (a few hours later) to find another SA that got the specialist for me.

I've already returned home and actually just sent my bag to LS today. I'm just thankful that I'm able to get my bag fixed even though I have to pay for the repair. It sucks when there isn't a boutique nearby and/or when the SA/repair specialist isn't helpful at all.