Hi! I was hoping to get feedback from some of y’all on the timeline of repairs. I sent my classic flap in June 9th to have the hardware replaced. My SA said 8-10 weeks in the email. I reached out after the ten weeks and they didn’t have an answer for me. I am in no immediate rush to get this bag back, but I am curious to hear how long repairs took for others and if Chanel kept you updated. Thank you!
Repair Timeline
- Thread starter 0Mary
- Start date
I sent my bag in on June 15th to get turnlock hardware replaced. They quoted me 12 weeks. After 2.5 months of having my bag, I called them up to ask when they’re going to start working on my bag. The bag repair specialist left a voicemail saying that the repair is extended to 1 year! That’s ridiculously long when they just needed to replace the hardware and significantly longer than the original quote. They said that the bag is sent to east coast for repair to expedite the repair time and not Paris (I’m from cali). I’ve been calling them every other day for the past 2 weeks to let them know that if they won’t fix the bag and return to me by the 12 weeks, I wanted to cancel my repair request and have the bag returned. What’s funny is the next day, they sent me an automatic email update saying they started the repair. I called them again about it, and they said no guarantee that the repair will complete by 12 weeks. Wtf?! Chanel after-sales service repair/communication sucks ass. It doesn’t feel like a luxurious experience for the price we pay. I reached out to the SA (who helped me when I dropped off the bag) for status update and he didn’t respond. I spoke to another SA that their system doesn’t update every 6 months when an SA leaves. I’m guessing that he doesn’t work there anymore because he hasn’t respond to my texts in 2 months.
Oh no that is awful I’m sorry that is happening to you. I am in a similar situation. The SA who helped me left to go to another store and my other SA is not as responsive. It’s been 13 weeks and no updates. If I don’t hear anything by October first I will call the store manager. I love Chanel, but recently the company leaves little to be desired.
I left my classic flap for repair in july and it was ready to pick up in August. However, I left in Paris where the ateliers are so maybe that's why it was so quick. However, note that in France most people were on holiday in August so this causes delays. I am still waiting for my necklace to be repaired.
I’m glad your bag was repaired so quickly! I have no idea where my bag is being fixed, but if it was sent to France then that makes sense! I’m just replacing the turn lock as it was coming up on two years and a little scratched so I thought I might as well fix it while it’s still free!
I sent my chanel backpack in to get the chain strap repaired because stitches popped. and they replaced my scratched hardware for without me asking! i loved their service! I think it took about 3 months to get it back but I didn't pay a dime for any of it
I am so pissed off with the state of my chanel backpack. I’ve only used it twice since purchasing in 2019 and have had to send it out for repairs twice both times took 3 months. The problem was that the grommets were not put in properly. After finally getting the backpack back, I noticed that they ruined the CC turn lock hardware! There is a big scratch on the CC part and the middle turn lock piece is missing color?! I’ve complained to the repair department but I’m not sure what to do anymore. Anybody have advice? Should I ask for a replacement?
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I would ask for a replacement. If they don't have a replacement I would ask for a refund or full credit. Sometimes there are bad batches.
I sent a vintage camera bag in July for strap end reattachment replacement. This took 8 weeks. I sent in my brand new 21A 19 in early September due to the seams in the lining coming apart… it has been 6 weeks so far. I notice that I got an email for the first repair saying they were doing the assessment and repairs after a week. For the 19, it took 3 weeks to get that same email. I am hoping I get it back soon, considering it was new, I only used it 10 times. They quoted me 12 weeks for this.