Repair gone wrong and being refused for exchange because the bag was bought at a Nordstrom Chanel store?

[chinelly]

I have this classic flap wallet I purchased at a Nordstrom chanel store. I took it in 3 times within the past year to get it repaired. It literally has been sitting in repair more than I have been using it. First time due to the gold hardware losing color, second time the thread from the quilting is coming out. After getting the wallet back from the 2nd repair/requilting, the tab where the cc logo is on has enlarged stitching holes and the leather around the holes are peeling off. So I took in for repair for the third time (I have to repair it because they damaged it during a repair ><).

I finally got the wallet back from the 3rd repair. They didn’t do what they promised (which was to replace the tab) but instead just glued the peeling leather back. Come on, I waited how many months for this?!

At this point I am pretty fed up and asked if I can just get an exchange or store credit because honestly I am so done with the wallet. Then they said because the wallet is purchased at a Nordstrom chanel store and not a stand alone boutique, they can’t offer any exchange or store credit. I asked another SA who works at NM and she never heard of this. Is this legit or are they BSing me once again?

 

[Grande Latte]

I have this classic flap wallet I purchased at a Nordstrom chanel store. I took it in 3 times within the past year to get it repaired. It literally has been sitting in repair more than I have been using it. First time due to the gold hardware losing color, second time the thread from the quilting is coming out. After getting the wallet back from the 2nd repair/requilting, the tab where the cc logo is on has enlarged stitching holes and the leather around the holes are peeling off. So I took in for repair for the third time (I have to repair it because they damaged it during a repair ><).

I finally got the wallet back from the 3rd repair. They didn’t do what they promised (which was to replace the tab) but instead just glued the peeling leather back. Come on, I waited how many months for this?!

At this point I am pretty fed up and asked if I can just get an exchange or store credit because honestly I am so done with the wallet. Then they said because the wallet is purchased at a Nordstrom chanel store and not a stand alone boutique, they can’t offer any exchange or store credit. I asked another SA who works at NM and she never heard of this. Is this legit or are they BSing me once again?

This is the problem with Chanel. Repair/ exchange is there, but on their terms or whims. Which is why I ventured to Louis Vuitton for many, many years. Their after sales services is top-notch and they have warehouses to do repairs/ all kinds of repairs, despite it being expensive; it's worth every penny.

 

[Love Of My Life]

I have this classic flap wallet I purchased at a Nordstrom chanel store. I took it in 3 times within the past year to get it repaired. It literally has been sitting in repair more than I have been using it. First time due to the gold hardware losing color, second time the thread from the quilting is coming out. After getting the wallet back from the 2nd repair/requilting, the tab where the cc logo is on has enlarged stitching holes and the leather around the holes are peeling off. So I took in for repair for the third time (I have to repair it because they damaged it during a repair ><).

I finally got the wallet back from the 3rd repair. They didn’t do what they promised (which was to replace the tab) but instead just glued the peeling leather back. Come on, I waited how many months for this?!

At this point I am pretty fed up and asked if I can just get an exchange or store credit because honestly I am so done with the wallet. Then they said because the wallet is purchased at a Nordstrom chanel store and not a stand alone boutique, they can’t offer any exchange or store credit. I asked another SA who works at NM and she never heard of this. Is this legit or are they BSing me once again?

I'd climb up the corporate ladder with this. No excuses & not nice feeling you are getting the
run around. The repair was not done properly & that speaks for itself..

 

[lovieluvslux]

I would not be a upset about this too. However, it makes sense that Chanel would not take the return/exchange or store credit. This will have to be escalated within Nordstrom. Same with NM, Saks and other stores. In this example, Nordstrom owns the product and is responsible.. It would be up to Nordstrom to return defective merchandise back to vendor and issue you a return or store credit.

 

[chinelly]

I would not be an upset about this too. However, it makes sense that Chanel would not take the return/exchange or store credit. This will have to be escalated within Nordstrom. Same with NM, Saks and other stores. In this example, Nordstrom owns the product and is responsible.. It would be up to Nordstrom to return defective merchandise back to vendor and issue you a return or store credit.

I think the item is way passed it’s return exchange dates. That’s why I took it to a chanel service to get it repaired. I don’t think Nordstrom has its own chanel repairing dept. and the damaged currently is caused by the chanel boutique repairing dept. I hope this make sense

 

[boyinterrupted]

I really dont get how people end up with these issues - ive literally purchased so much from Chanel it could feed a village but I inspect every corner of the bag or SLG before i leave the store too. I wouldnt say this is a Chanel issue, the bag youve purchased was probably old stock or one of those bags that was used once and returned

 

[Love Of My Life]

I think the item is way passed it’s return exchange dates. That’s why I took it to a chanel service to get it repaired. I don’t think Nordstrom has its own chanel repairing dept. and the damaged currently is caused by the chanel boutique repairing dept. I hope this make sense

Nordstrom (Chanel) accepted the repair to be sent to Chanel. Was that your understanding when you
brought the item in?
Nordstrom needs to step up to the plate here & do the right thing. Either issue you a credit
or a gift card .
Do you have the receipts/approx dates for the 3 repairs ? This would back you up in being proactive, JMO

 

[chinelly]

Nordstrom (Chanel) accepted the repair to be sent to Chanel. Was that your understanding when you
brought the item in?
Nordstrom needs to step up to the plate here & do the right thing. Either issue you a credit
or a gift card.

Sorry for the confusion. The item is purchased at a Nordstrom chanel that’s like an hour from where I live. So I took it another mall that has their main standalone boutique and a separate chanel service/repair store. I have been fixing my chanel there from the beginning.

 

[Love Of My Life]

Sorry for the confusion. The item is purchased at a Nordstrom chanel that’s like an hour from where I live. So I took it another mall that has their main standalone boutique and a separate chanel service/repair store. I have been fixing my chanel there from the beginning.

I guess you will have to be proactive with that Chanel service/repair area. Were you charged for the repair?
Have you discussed it with the SM at that Chanel Boutique?
The flap wallet was purchased at Nordstrom so likely the Chanel Boutique that you brought it to for
a repair would not give you a credit/refund, that's why you will have to explore other options,
sorry to say.

 

[mrsMP]

I’d say try calling Chanel’s 1800-customer service and see what they can do. I had an issue whereby I bought a woc from a chanel boutique at Nordstrom and the item was stolen during shipping. Luckily I filmed the unboxing because I suspected something was wrong based on how the shipping box looked when I received it.

The SA at Nordstrom could care less (and I was horrified!). I escalated it to Chanel customer service and luckily someone really listened to my concerns and helped me escalate it to management. Long story short, I got my money back but the whole experience was really exhausting and put a bad taste in my mouth. I haven’t been shopping Chanel as much as I used to since that incident (but also partially because the prices now are so ridiculous). Disclaimer: I never said I’ll stop buying Chanel though.. At this point, clearly, I am the problem lol

 

[WinterGreen]

Nordstrom has the best return policy (no time limit). Try going back to the nordstrom you made the purchase with your receipt.

 

[Gimmethebag]

You need to get a refund from Chanel. The boutique took your repair as a courtesy since it’s their brand, but your money went to Nordstrom.

It’s also on Nordstrom that they sold you a defective wallet in the first place.

 

[chinelly]

thank you everyone for your response. I spoke to the manager and they ended up agreeing to let me return the wallet and give me a gift card of the same value I paid for over a year ago. I don’t think they are willing to just exchange for a new wallet for me. I believe the same wallet had almost $200 price increase. Now I feel like I need to spend another $200 to just get the same wallet…….