I'm so sorry this has been so frustrating, and I trust they will make this right for you, hang in there and keep us updated!
HELP PLEASE! Brand new Chanel - is this normal wear and tear?
- Thread starter significantlysteph
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I'm so sorry this has been so frustrating, and I trust they will make this right for you, hang in there and keep us updated!
For the price of that bag, we shouldn't settle for a repair. Go and push for an exchange on a NEW bag or get a refund and buy it another time. Take a weekend road trip and back. Hope is all well
this is crap!! so sorry this happened to you. but unfortunately Chanel does this sometimes, they offer repair instead of an exchange for a brand new bag. i personally would not take it! i would call them again and demand a replacement. and if they absolutely cannot, they need to send a courier to your house for expedited shipping back to them so they can start repairs on it ASAP. i would not accept anything less, and certainly not paying shipping out of your own pocket to get this back to them. unacceptable!!
btw, this is just an aside... i've seen people do wonders polishing vintage hardware with just toothpaste. yes toothpaste!! it takes off the tarnish while not doing any damage to the hardware, but again these are VINTAGE chanel bags that are OLDDD. this should not be happening to a one month old bag!!!
I also have a defect bag and also bought it from Hamburg. The chain on the Boy Bag began to chip and a stitch came loose even though I haven't used the at all. I took the bag back to Hamburg and they came up with excuses that the chipping is totally normal due to wear but they agreed to fix the loose stitch. I gave them the bag and they sent it to their local leather surgeon to fix the stitch but unfortunately they didn't want to fix the chain. I went home and wrote them an email since I didn't agree with them and didn't share the same opinion about the chain problem. I sent several emails and they didn't answer. I continued to bomb their inbox and in the end they answered me. They said they could offer a repair and I agreed to that. However, I am still quite nervous about how they will handle my bag. I have heard so many horror stories about bags coming back more damaged than before they were sent in. I totally understand your frustration since I also had a 4 hours drive to Hamburg. Furthermore, I also had a classic flap bag with the same issue as your flap bag. The gromnets turned into bronze after 5 uses. The bag was also bought from Hamburg. I litteraly baby my bags so I don't think the problems were caused by me. A bag for that price should be in perfect condition and nothing less. I really think CHANEL bags has some quality issues..
I don't blame you. This is a terrible position to be in. The handbag should be exchanged immediately by Chanel and they should pick up the shipping both ways. But I guess this would happen if we lived in a perfect world, and we most certainly don't. I'm sorry that you're in such a difficult position!
Agree with the others. it should be obvious that it's not wear and tear, but rather a defect. try contacting the store and demand refund/exchange. if they refused, I would go directly to customer service (first email with the photo - specifying that it's a defect with photo showing) and informing them of your multiple attempts and outcome from the store and its refusal and ask them for their help. after the email sent with photos, I would call the customer service line and note the representative you spoke with and ask nicely for their assistance and your disappointment and see if they wouldn't mind helping you with the exchange/refund request. good luck!!!
Chanel bags come with a one year warranty so don't worry about taking it back 
AN UPDATE: After the exchange of several emails, the Chanel boutique in Hamburg finally agreed on exchanging the bag for a new one, as well as arranging and paying for the shipping both ways.
I am happy with this solution, although I remain disappointed with their initial handling of my enquiry.
As it turns out, my mom is actually driving to Antwerpen in Belgium next week, and so she would be able to go to the store, bring the bag and exchange it for a new one. This way I will have the bag with me in no time, and also we can make sure that I actually get a brand new one.
I hope that I won't experience any further issues. Quite frankly I'm getting sick of it by now. I definitely had higher expectations for a brand like Chanel.
Thank you so much for all of your replies! Without your affirmation, I think I may have settled for less and not stood my grounds.
I am happy with this solution, although I remain disappointed with their initial handling of my enquiry.
As it turns out, my mom is actually driving to Antwerpen in Belgium next week, and so she would be able to go to the store, bring the bag and exchange it for a new one. This way I will have the bag with me in no time, and also we can make sure that I actually get a brand new one.
I hope that I won't experience any further issues. Quite frankly I'm getting sick of it by now. I definitely had higher expectations for a brand like Chanel.
Thank you so much for all of your replies! Without your affirmation, I think I may have settled for less and not stood my grounds.
so glad to hear they are willing to exchange! don't be discouraged unfortunately this stuff does happen occasionally but definitely have your mom check carefully on the replacement one and perhaps take some photos on phone and text you so you can see as well? much better to check while in store carefully. I'm so happy for you that you get to replace that one and get a new hopefully perfect one next week (don't be shy about checking carefully, they should understand totally given what happened and I always inspect stitch by stitch no joke because I only trust my own quality control no matter what brand
good luck!!!!
That's crazy that would happen on a new Chanel! It also is unacceptable for the money everyone pays for them. Kind of makes me want to buy older ones that have lasted. More and more people I hear say vintage is the way to go. With the 24 k gold plating and such. Hmm.. 
Glad to hear that it is coming to a happy end! I am also based in Denmark and have called / visited Hamburg stores many times and I have to say it is one of the worst Chanel stores I have visited in terms of service and selection as well due to heavy demands from both Germany and Denmark. I have personally decided not to deal with the Hamburg store anymore
If you would like to buy from Germany all the German stores (I think plus Austrain too) can provide shipping to Denmark.Look forward to see your new baby!
