I decided to return a Chanel bag to Saks, I first called the store and spoke to someone in handbags , the girl said it was no problem. They did not carrry Chanel , but the return would'nt be a problem at all. I called customer service to verify and they agreed as long as it was purchased on my Saks card , it could be returned.
My husband drove to the store, they told him Chanel is a leased department and cant be returned to non Chanel stores. He asked for a manager and the manager came over and told him the same thing. They dont take back merchandise they dont own. I know this is not true, so I talked to the manager on the phone and explaned I had called the store numerous times and gave him the girls name I spoke to and that they in fact said it was no problem. I asked for a senior management member and it took about 30 minutes for him to come down. The guy is the assistant manager of the store, he says the same thing. They cant take it back...etc. I explained again , I have called and spoke to 2 different people and was told it was no problem. I know they can take it back. He agrues with me for about 20 minutes on my husbands cell phone. He says they " Never have taken a Chanel return". I am relentless because I know this is NOT saks policy. He puts me on hold, walks away with my bag and comes back after 20 minutes. He then tells me my bag is not in saleable condition. This bag is brand new with tags. It came to the store wrapped in tissue on handles and around the base. I have NEVER worn this bag, My husband tells me the man is rubbing the corners and looking inside the bag for a good 20 minutes.
He comes back to the phone and tells me it is not in saleable condition and that he returned 5 Chanel bags that day and they were perfect.
WAIT!!! I said, you and your other manager have told me you have never taken back a Chanel bag.At this time I am starting to really get out of breath and cry, I told him he is changing what he just said. The story Changes. He tells me to 'Bring it up with Chanel, saks cant help me". I am very upset on the phone, my husband is just standing in the store while this assistant manager is yelling at me. The bag was ordered from California. He told me that I shouldnt order bags and have them sent, it then wouldnt be a problem. He keeps repeating to "take it up with Chanel and Saks can't do anything. " Take it to Chanel in NYC, He says other I tell him this is your merchandise, he also said things to me I wont repeat and then my husband takes the phone.
The man walks away with my bag. He decided to send it to California Saks where it was purchased. Final kicker? He tells me there is no guarantee I will see my bag or a refund again.
I swear, I have Never had bad customer serviced like this. I have called corporate and reported this man. Over one hour my husband was in the store, more than half of the time they took my bag in the back. I am sooo worried about it. What if I never see it again , what are they doing to it. Why did they lie to me for over half of an hour? Very upset. Sorry for bad grammar and I am sure typos, this is just too unreal.
My husband drove to the store, they told him Chanel is a leased department and cant be returned to non Chanel stores. He asked for a manager and the manager came over and told him the same thing. They dont take back merchandise they dont own. I know this is not true, so I talked to the manager on the phone and explaned I had called the store numerous times and gave him the girls name I spoke to and that they in fact said it was no problem. I asked for a senior management member and it took about 30 minutes for him to come down. The guy is the assistant manager of the store, he says the same thing. They cant take it back...etc. I explained again , I have called and spoke to 2 different people and was told it was no problem. I know they can take it back. He agrues with me for about 20 minutes on my husbands cell phone. He says they " Never have taken a Chanel return". I am relentless because I know this is NOT saks policy. He puts me on hold, walks away with my bag and comes back after 20 minutes. He then tells me my bag is not in saleable condition. This bag is brand new with tags. It came to the store wrapped in tissue on handles and around the base. I have NEVER worn this bag, My husband tells me the man is rubbing the corners and looking inside the bag for a good 20 minutes.
He comes back to the phone and tells me it is not in saleable condition and that he returned 5 Chanel bags that day and they were perfect.
WAIT!!! I said, you and your other manager have told me you have never taken back a Chanel bag.At this time I am starting to really get out of breath and cry, I told him he is changing what he just said. The story Changes. He tells me to 'Bring it up with Chanel, saks cant help me". I am very upset on the phone, my husband is just standing in the store while this assistant manager is yelling at me. The bag was ordered from California. He told me that I shouldnt order bags and have them sent, it then wouldnt be a problem. He keeps repeating to "take it up with Chanel and Saks can't do anything. " Take it to Chanel in NYC, He says other I tell him this is your merchandise, he also said things to me I wont repeat and then my husband takes the phone.
The man walks away with my bag. He decided to send it to California Saks where it was purchased. Final kicker? He tells me there is no guarantee I will see my bag or a refund again.
I swear, I have Never had bad customer serviced like this. I have called corporate and reported this man. Over one hour my husband was in the store, more than half of the time they took my bag in the back. I am sooo worried about it. What if I never see it again , what are they doing to it. Why did they lie to me for over half of an hour? Very upset. Sorry for bad grammar and I am sure typos, this is just too unreal.
