TL;DR -- Dropped off earrings for repair 3 months ago, and still don't have them back. Chanel sent me someone else's broken earrings and is holding mine hostage even though they were the ones who made the mistake. Store stopped communicating with me and customer service was rude and tried to hang up instead of compromising.
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I bought a pair of CC earrings in London last year, and by earlier this year, some crystals had fallen out. In September, I brought them to the Chanel boutique in SF and asked that they be repaired. I was told that they would be mailed back to me in 4-6 weeks.
8 weeks later, I receive a phone call telling me my earrings were ready to be picked up. I don't live in SF so I requested that they be mailed to me instead (like they initially told me). They said okay. I get the package in the mail, but they were not my earrings. They were someone else's old broken earrings.
I called the store and told them they made a mistake. No apologies were made. A week later, the repair specialist emails me and tells me they will mail my earrings to me as soon as they receive the other pair back. I was taken aback because it seemed as if they were holding mine hostage - me getting what's rightfully mine back should not be contingent upon me fixing their mistake. I speak to another woman and she assures me that's not the case because they don't even know where mine are!
She said she would track them down and give me an update. I never hear from her again. Over the next two weeks, I send her two more emails asking for an update. Still no response. At this point, it's been about 12 weeks since I dropped them off.
Last week I submitted a letter to customer service, and today a manager finally called me back. Her attitude was outrageous and she made it sound like I am trying to keep both pairs. I told her I am not sending the other pair back until I know where mine are, because with the lack of communication, I fear they would stop contacting me completely. She said they found mine already (did they really?) but will not send them to me until they receive the other pair.
So they ARE being held hostage. I told them I will not send them back until I receive mine. At the very least, I will need to see the tracking number -- after 3 months of waiting, I don't believe I'm being unreasonable. She kept cutting me off and even tried to hang up on me. This is truly incredible.
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I bought a pair of CC earrings in London last year, and by earlier this year, some crystals had fallen out. In September, I brought them to the Chanel boutique in SF and asked that they be repaired. I was told that they would be mailed back to me in 4-6 weeks.
8 weeks later, I receive a phone call telling me my earrings were ready to be picked up. I don't live in SF so I requested that they be mailed to me instead (like they initially told me). They said okay. I get the package in the mail, but they were not my earrings. They were someone else's old broken earrings.
I called the store and told them they made a mistake. No apologies were made. A week later, the repair specialist emails me and tells me they will mail my earrings to me as soon as they receive the other pair back. I was taken aback because it seemed as if they were holding mine hostage - me getting what's rightfully mine back should not be contingent upon me fixing their mistake. I speak to another woman and she assures me that's not the case because they don't even know where mine are!
She said she would track them down and give me an update. I never hear from her again. Over the next two weeks, I send her two more emails asking for an update. Still no response. At this point, it's been about 12 weeks since I dropped them off.
Last week I submitted a letter to customer service, and today a manager finally called me back. Her attitude was outrageous and she made it sound like I am trying to keep both pairs. I told her I am not sending the other pair back until I know where mine are, because with the lack of communication, I fear they would stop contacting me completely. She said they found mine already (did they really?) but will not send them to me until they receive the other pair.
So they ARE being held hostage. I told them I will not send them back until I receive mine. At the very least, I will need to see the tracking number -- after 3 months of waiting, I don't believe I'm being unreasonable. She kept cutting me off and even tried to hang up on me. This is truly incredible.
you know what I mean?
