Quality getting worse.. Probably no more chanel :(

[Shoppingalways]

I called Chanel earlier today about this bag on their website. I remarked how people are talking about how their quality has deteriorated and they placed an example of it on their website. The manager I spoke to was mortified. She was going to call a meeting with the people involved. She was very embarrassed. I took screenshots before they could switch photos. I can’t believe nobody caught the horrible workmanship on this $4100USD bag!
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wow!!

 

[LVlifer]

Before buying a handbag we all must inspect EVERY stitch. In the excitement of buying handbag I think it may be easy to overlook faulty stitching. I think it is good to bring someone along to double inspect handbags,

 

[Bee-licious]

I’ve bought two Chanel items and they’ve had a nice leather scent to it. Recently I bought an SLG in the iridescent colour and if just smelt like chemicals. Are all SLGs like that?

It probably has to do with the iridescence. How do you think they get the iridescence on the leather? It is probably the chemicals.

 

[dbcelly]

Two years ago I brought a mini square that the chain was twisted (can't be straighten.. no matter how I tried, it just turned back to twisted) and one of the chain links was opened. I returned it the next day. They don't have another mini in stock, the SA said they will only give store credits, but I replied I can't be forced to spend $4k within a limited period. I can't force myself buy anything in the store mindlessly just because I have to use up the expiring credits. I shouldn't be punished for something that's not my fault.
The store manager came out, tried to push for store credit by again saying it's their policy, I repeated my views firmly. Then the manager said this was an exception blah blah blah and gave me a full refund to my credit card.

I'm a lawyer too. My lawyer side would automatically get switched on and those argument points kept flowing in like waterfalls whenever I need to protect my rights. (but usually I don't need to use those legal arguments to a SA or store manager, speak common sense was good enough.)
Why should I feel embarrassed to visit this store again because I protected my rights in my previous visit? If anything, they should feel ashamed that their product quality was not meeting my standards.

I completely understand the 'principle' in the right to be granted a full refund.

However, on the receipt (i.e., the contract), doesn't it say that no refunds are allowed? Legally, doesn't that mean you are not entitled to a refund? I'm not challenging, just trying to understand if this is the argument brought up by the SA or store manager, how would we rebut? I'm suspecting we can say that the goods (i.e., purse) was a damaged product, but when you signed the receipt, the expectation is that you've inspected the product and agreed to buy it in 'that' condition.

 

[dbcelly]

Hi guys, I’ve got this bag from the boutique late June last year and I’ve only brought it out for a maximum of 15 times and have discovered that the leather straps are fraying and the bottom stitching of the bag is coming loose slowly? I have to say that I’m disappointed in the quality. Is there anything that can be done if i pass this on to Chanel servicing? Also, i do admit that i could have checked thoroughly when i first got the bag but it didn’t occur to me that my cc logo was this crooked at that point. Is there anything that can be done for the logo too? Thanks in advance!

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The fraying straps...I have (and am) experiencing this too. They sent it for repairs and it came back looking exactly the same so I have no idea what they 'repaired'. I was told that this is how the straps are made (glued over each other and the leather piece that's glued over is left raw)... so logically this will happen. But, I sincerely believe they can do better and it's a matter of putting in extra work to either fold the piece under and stitch it together so no raw leather is left open.

The loose stitching and crooked logo is definitely something they can fix. Keep us posted,

 

[dbcelly]

I love Chanel and am disappointed with the quality, but is it actually reasonable for us to expect EVERY bag to be in pristine condition?
I struggle with this because it's not logical to pay this type of money for a bag that's not in perfect condition. However, given that parts of the bag are handmade and the material used is leather (I know there's debate over if the purse is in fact hand made and we all know there are variations in leather), there will naturally be flaws, right?
It'll be different for each person, but my opinion is, there's a certain level of flaw that I can accept and ones that are deal breakers.

 

[honeypeach]

I completely understand the 'principle' in the right to be granted a full refund.

However, on the receipt (i.e., the contract), doesn't it say that no refunds are allowed? Legally, doesn't that mean you are not entitled to a refund? I'm not challenging, just trying to understand if this is the argument brought up by the SA or store manager, how would we rebut? I'm suspecting we can say that the goods (i.e., purse) was a damaged product, but when you signed the receipt, the expectation is that you've inspected the product and agreed to buy it in 'that' condition.

I've just checked one of my tax invoices. At the back of the invoice, there were the "Chanel Limited - boutique sales terms and conditions".

I found the following:

a) if the goods had been altered: --> only returnable if there is a manufacturing fault.
b) if the goods are in original and unaltered condition --> return is ok within 14 days--> entitled to two choices: an exchange of the product, or credit note (expired in 12 months).
c) refund is ok only if there is an apparent manufacturing fault.

That means:

1) if there is manufacturing fault --> the goods are returnable --> you have three choices: refund, exchange, credit note.
2) if the goods have nothing wrong (and you're simply having buyer's remorse), then bring it back and get a credit note so you can buy something else.

Finally, yes, every purchases we've ever made in life were various contracts. But paying for a brand new product doesn't mean I voluntarily forfeited the product's warranty because "I've already inspected the product and agreed it's perfect"... My country's federal consumer law says otherwise.

"agreed to buy it in 'that' condition" --- this usually appears on the sales contract of a second hand shop/online resale sites. Second hand goods are usually sold as "what you see is what you get". You've inspected the product/asked for many photos, and accepted its conditions... etc

That doesn't apply to brand new items from the boutique.
ps: I can only speak for my own country. Check the consumer laws apply to you.

 

[Happywifehappylife]

I love Chanel and am disappointed with the quality, but is it actually reasonable for us to expect EVERY bag to be in pristine condition?
I struggle with this because it's not logical to pay this type of money for a bag that's not in perfect condition. However, given that parts of the bag are handmade and the material used is leather (I know there's debate over if the purse is in fact hand made and we all know there are variations in leather), there will naturally be flaws, right?
It'll be different for each person, but my opinion is, there's a certain level of flaw that I can accept and ones that are deal breakers.

I am very new to Chanel. But I think the same like you. My woc have had a tiny black dot. I checked by boutique whether it is normal or a leather mistake. Two different SAs means (on different days and boutiques): didn’t you took a look to this bag whether everything is fine with it BEFORE buying ? I was very confused cause I never thought I have to do this. It’s a premium bag in premium price so I ever thought everything have to be in pristine condition. Sure I take a look at a bag before buying (lv before) but not with a torch and a magnifying glass. I am very surprising. My SA was wonderful and exchanged my purchases. But it was definitely stress. Emotional and also time I lost with going to the boutique. Not only it was a saisonal piece with was sold out everywhere and I wanted it to death.
I never have had quality issues with lv before.

 

[dbcelly]

I've just checked one of my tax invoices. At the back of the invoice, there were the "Chanel Limited - boutique sales terms and conditions".

I found the following:

a) if the goods had been altered: --> only returnable if there is a manufacturing fault.
b) if the goods are in original and unaltered condition --> return is ok within 14 days--> entitled to two choices: an exchange of the product, or credit note (expired in 12 months).
c) refund is ok only if there is an apparent manufacturing fault.

That means:

1) if there is manufacturing fault --> the goods are returnable --> you have three choices: refund, exchange, credit note.
2) if the goods have nothing wrong (and you're simply having buyer's remorse), then bring it back and get a credit note so you can buy something else.

Finally, yes, every purchases we've ever made in life were various contracts. But paying for a brand new product doesn't mean I voluntarily forfeited the product's warranty because "I've already inspected the product and agreed it's perfect"... My country's federal consumer law says otherwise.

"agreed to buy it in 'that' condition" --- this usually appears on the sales contract of a second hand shop/online resale sites. Second hand goods are usually sold as "what you see is what you get". You've inspected the product/asked for many photos, and accepted its conditions... etc

That doesn't apply to brand new items from the boutique.
ps: I can only speak for my own country. Check the consumer laws apply to you.

Yes, unfortunately, the consumer protection law / legislation in the country I reside in for the majority of the year does not have this law...

However, fortunately - I guess? - the 'contract' / receipt T&Cs depend on where I buy my Chanels; Receipts from boutiques in Asia and Canada have no T&Cs... and specifically state NO REFUND, exchange only on unaltered items.
But, in the US, we're much more, can we say: valued as customers. My Nordstrom receipt seems to have the best 'option', I can return 'anytime' - ie. no time period stated on receipt. So, if I'm not happy, and tags are still attached = full refund. I saw a women bring back a white classic flap, and the SA I was with was the only one working at the time and processed her refund in less than 5 mins (she didn't even carefully inspect the bag, just checked that tags were on).

 

[whiteswan1010]

This thread has been kept alive since June of 2017 for complaints.

First off, It would be nice for posters to state the Country they purchased their Chanel bags in for clarity so everyone can understand their respective rules for return policies. It would stop the confusion for all posters in the community.

Secondly, I have mentioned this before over a year ago. I am in USA. I purchased a Jumbo classic flap in 2017, series 24 beige clair from Hirschleifer's in New York City which was mailed to me. Unfortunately the bag had a twisted
chain because the leather was too thick to get through the chains. No straightening or pulling on them could straighten them out. The "tie-off" was just unacceptable. The leather chain was so thick it would not pull through the holes without forcing it through.

I then became ill and the bag did not take priority. In the Spring of 2018 6 months later when I felt better, I went to my local Chanel Boutique
with my defective bag and receipt from Hirshleifer's. A Manager looked at the bag. She and two other SA's
gasped when they saw the chain and all agreed that it was unacceptable.

It was Spring/summer by that time and I got lucky that beige clair caviar had come back into stock. They brought out
one, it didn't look that great. Then they took out another and it was perfection! Manager said ring her up!

Ladies please read my post carefully. If you bought a Chanel bag and it has flaws Chanel has to honor it and either replace your bag, or fix it within one year. Five years for service and repair free for unusual wear and tear. Do not accept less. I got a fresh new 25 series 6 months later because I did not give up! CHANEL IS CHANEL no matter where you purchased. Don't believe otherwise.

Lastly, I have also mentioned here for the last time. Go to a corner quietly and sit down alone in the store. Put on your
glasses if you need them. Go over the bag very carefully. Open and close it looking for creasing, defective stitching, etc. Unfortunatley today this is a must. We all get carried away with excitement at our purchase. Please don't buy without taking at least 10 minutes. If you purchased it at an out of state
store or boutique call and return it immediately - do not accept.

I own six Chanel's and all within the last three years. Only one has been defective. It happens.
I love Chanel and will continue to purchase them!

Here is my picture of defective chain - "too fat leather tie-off" part. You can see to the right how chain starts twisting upwards. It could not straighten out. Second pic is of new thin perfect chain, and finally my perfect bag. This is how a "tie-off" on chain should look and with minimal to no creasing in caviar leather on the sides.

Good luck to all and I sure hope I helped someone especially new Chanel buyer's.

 

[tenshix]

This thread has been kept alive since June of 2017 for complaints.

First off, It would be nice for posters to state the Country they purchased their Chanel bags in for clarity so everyone can understand their respective rules for return policies. It would stop the confusion for all posters in the community.

Secondly, I have mentioned this before over a year ago. I am in USA. I purchased a Jumbo classic flap in 2017, series 24 beige clair from Hirschleifer's in New York City which was mailed to me. Unfortunately the bag had a twisted
chain because the leather was too thick to get through the chains. No straightening or pulling on them could straighten them out. The "tie-off" was just unacceptable. The leather chain was so thick it would not pull through the holes without forcing it through.

I then became ill and the bag did not take priority. In the Spring of 2018 6 months later when I felt better, I went to my local Chanel Boutique
with my defective bag and receipt from Hirshleifer's. A Manager looked at the bag. She and two other SA's
gasped when they saw the chain and all agreed that it was unacceptable.

It was Spring/summer by that time and I got lucky that beige clair caviar had come back into stock. They brought out
one, it didn't look that great. Then they took out another and it was perfection! Manager said ring her up!

Ladies please read my post carefully. If you bought a Chanel bag and it has flaws Chanel has to honor it and either replace your bag, or fix it within one year. Five years for service and repair free for unusual wear and tear. Do not accept less. I got a fresh new 25 series 6 months later because I did not give up! CHANEL IS CHANEL no matter where you purchased. Don't believe otherwise.

Lastly, I have also mentioned here for the last time. Go to a corner quietly and sit down alone in the store. Put on your
glasses if you need them. Go over the bag very carefully. Open and close it looking for creasing, defective stitching, etc. Unfortunatley today this is a must. We all get carried away with excitement at our purchase. Please don't buy without taking at least 10 minutes. If you purchased it at an out of state
store or boutique call and return it immediately - do not accept.

I own six Chanel's and all within the last three years. Only one has been defective. It happens.
I love Chanel and will continue to purchase them!

Here is my picture of defective chain - "too fat leather tie-off" part. You can see to the right how chain starts twisting upwards. It could not straighten out. Second pic is of new thin perfect chain, and finally my perfect bag. This is how a "tie-off" on chain should look and with minimal to no creasing in caviar leather on the sides.

Good luck to all and I sure hope I helped someone especially new Chanel buyer's.

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I agree with the fact that if you want to purchase a Chanel in perfect condition these days, you should absolutely look over every detail (even if the piece you are buying is not a display piece) but therein lies the problem.

We pay lots of $$$ for a luxury product that SHOULD already have gone through rigorous QA for us so that we, as paying customers, should not feel the need to look over every minute detail (especially things so small like stitching!!) because we are also paying for the quality and assurance in mind that a high end luxury brand SHOULD have stringent QA standards.

However, this is just no longer the case with Chanel. I understand that Chanel is trying to put out more volume and styles unlike other less accessible brands like Hermès, but for the price tag I really expect more from the maison. They shouldn’t make their customers feel disappointed after only a little bit of wear; with the prices they are charging that’s just not appropriate. This goes for all luxury maisons.

At the end of the day, I still love Chanel and continue to purchase from them but I have definitely not been purchasing like I used to 10 years ago nor do I even have high expectations for their quality anymore which is quite sad. They are “fun” bags now and for true quality I look to Hermès. I don’t have to think twice and look over every stitching and corner. I just know it’s mint as it should be.

Everyone has different tolerance levels for wear and tear and so long as you love the piece it’ll still be worth it. But there should still be some kind of high standard in place and assurance in knowing that under normal light use, the bag shouldn’t have major flaws.

 

[Classy_Sam]

I completely understand the 'principle' in the right to be granted a full refund.

However, on the receipt (i.e., the contract), doesn't it say that no refunds are allowed? Legally, doesn't that mean you are not entitled to a refund? I'm not challenging, just trying to understand if this is the argument brought up by the SA or store manager, how would we rebut? I'm suspecting we can say that the goods (i.e., purse) was a damaged product, but when you signed the receipt, the expectation is that you've inspected the product and agreed to buy it in 'that' condition.

No, it doesn’t say that on the receipt.
It says you can return or exchange within 30 days, but it says nothing about quality issues and getting only a story credit when an item is damaged. In the Netherlands we don’t have to sign the receipt either.

 

[springandsummer]

it worries me that I dont have the attention to detail like you ladies do if not pointed out, I wouldnt even be able to spot the problems on most bags posted here

 

[Darma]

I called Chanel earlier today about this bag on their website. I remarked how people are talking about how their quality has deteriorated and they placed an example of it on their website. The manager I spoke to was mortified. She was going to call a meeting with the people involved. She was very embarrassed. I took screenshots before they could switch photos. I can’t believe nobody caught the horrible workmanship on this $4100USD bag!
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I just checked the website. They haven’t switched the photo. This bag is still up there. This tells me Chanel doesn’t care!

 

[Mousy]

I just checked the website. They haven’t switched the photo. This bag is still up there. This tells me Chanel doesn’t care!

I noticed that, too! I agree- they don’t care.
I tried a small Gabrielle on at my local boutique- the iridescent black. The stitching was sloppy on that bag, too. Perhaps they didn’t have a good Gabrielle to photograph, to replace the one on the website.