My brooch was from 2014 and it was my first Chanel brooch. It was a gift from my husband for our anniversary. Even though it was costume jewelry but I cherish it a lot. It meant a lot to me. In Sept 2019, I found out one of the pearl's coating is peeling off. I immediately went to the nearest Chanel boutique, which happened in NYC Soho, for repair. The repair specialist A looked at my brooch, took pictures and wrote down all the necessary info I believe. He told me he would send in request to order the parts, once the parts arrived, he would notify me to bring in the brooch, so both the parts and the brooch would send to the workshop to get fix. He issued me an recipe, so i went home and wait for news. The repair would cost $85 and I pay upon pick up. Everything was clean and clear and under control. I waited until Dec 2019, repair specialist T send me an email saying the parts have arrived and I could drop off my brooch. of course I did so right away.
I waited and waited, it was Mid-Feb 2020 already. I got an email from repair specialist T, he told me "we had placed a part order to order new pearls in replacement of your original ones, but unfortunately they no longer have those exact size and shape available in stock". At this point, I'm confuse. Dec 2019 I was told parts arrived, Feb 2020 they are not exact size and shape? Now what? repair specialist T told me the workshop offer me an option to repaint all the pearls to standard white pearl color. It will offer as a complimentary service. I'm no expert in jewelry repair. All I want is to get this brooch fix no matter what. So I accepted the offer. Repair specialist T also told me the repairs will take up to three weeks. After ward, we all know what have happened. The covid breakout, the lockdown, the protest and then finally the reopen phrases. I knew the repair will be mad delay due to all those things that happened in NYC but I do want to know the status.
On Aug 22nd, I send an email to repair specialist T to follow up on my brooch. One week later, still no reply. I reach out to my soho SA and ask around. He told me repair specialist T is no longer with the boutique. *shocking* Lucky the email conversation was also cced 3 other staffs. I asked my SA if anyone of those cced people is still around. He then forward me to Staff C. I reach out to Staff C, she told me she will let me know if the brooch is in the boutique or not. No reply what so ever until I text her again a week later. She told me the brooch is back in the boutique, I can go pick it up. I was so happy, finally I can get my brooch back. It took almost a year with all the things going on.
On Sept 12th, I went to Chanel Soho, it was a Saturday, need to wait in long line to get into the boutique. After I enter the boutique, I wait for the staff to help me. I can't wait, I was in joy....Until the Staff bring out my brooch. O~M~G, my brooch is totally a disaster. Where is the "standard white pearl color" that was promise. Please see pictures below, the Before and After. Few spots on the brooch are missing paint. I was so mad, so angry. I need the time to calm myself, I don't want to be those crazy clients that scream in boutique, I ask for manager's email and I will reach him from there.
Can you accept that kind of repair service?? I totally can't accept it. The quality control is totally unacceptable from such luxury fashion house brand. It is not exacting quality standards. At the end, the manager offer me a full price store credit. It is very hard to let it go, but my friend is right, it changed, it will never be the same piece that hold the meaning, plus I will get upset over it every time I see. I got my store credit and the brooch return to the boutique. End of my whole Chanel repair story. Thank you for spending the time to read.
I waited and waited, it was Mid-Feb 2020 already. I got an email from repair specialist T, he told me "we had placed a part order to order new pearls in replacement of your original ones, but unfortunately they no longer have those exact size and shape available in stock". At this point, I'm confuse. Dec 2019 I was told parts arrived, Feb 2020 they are not exact size and shape? Now what? repair specialist T told me the workshop offer me an option to repaint all the pearls to standard white pearl color. It will offer as a complimentary service. I'm no expert in jewelry repair. All I want is to get this brooch fix no matter what. So I accepted the offer. Repair specialist T also told me the repairs will take up to three weeks. After ward, we all know what have happened. The covid breakout, the lockdown, the protest and then finally the reopen phrases. I knew the repair will be mad delay due to all those things that happened in NYC but I do want to know the status.
On Aug 22nd, I send an email to repair specialist T to follow up on my brooch. One week later, still no reply. I reach out to my soho SA and ask around. He told me repair specialist T is no longer with the boutique. *shocking* Lucky the email conversation was also cced 3 other staffs. I asked my SA if anyone of those cced people is still around. He then forward me to Staff C. I reach out to Staff C, she told me she will let me know if the brooch is in the boutique or not. No reply what so ever until I text her again a week later. She told me the brooch is back in the boutique, I can go pick it up. I was so happy, finally I can get my brooch back. It took almost a year with all the things going on.
On Sept 12th, I went to Chanel Soho, it was a Saturday, need to wait in long line to get into the boutique. After I enter the boutique, I wait for the staff to help me. I can't wait, I was in joy....Until the Staff bring out my brooch. O~M~G, my brooch is totally a disaster. Where is the "standard white pearl color" that was promise. Please see pictures below, the Before and After. Few spots on the brooch are missing paint. I was so mad, so angry. I need the time to calm myself, I don't want to be those crazy clients that scream in boutique, I ask for manager's email and I will reach him from there.
Can you accept that kind of repair service?? I totally can't accept it. The quality control is totally unacceptable from such luxury fashion house brand. It is not exacting quality standards. At the end, the manager offer me a full price store credit. It is very hard to let it go, but my friend is right, it changed, it will never be the same piece that hold the meaning, plus I will get upset over it every time I see. I got my store credit and the brooch return to the boutique. End of my whole Chanel repair story. Thank you for spending the time to read.
). The black velvet pouch melted on the pearl and when removed, the shiny coat on the pearl came off as well. I was told they need to replace 4 pearls total. I've made over 7 phone calls total to get an update and as of today, still not hear back from anyone at Chanel. I have no idea where is my brooch and if I'll ever get it back. No email or phone call since then. I'll try to contact store manager now.
