I heard both horror and good stories regarding Chanel boutiques although Chanel is somewhat notrious for the snotty SAs but I've also seen some really nice/friendly people. I guess it's story time... would love to hear your boutique experiences [the good, the bad and the ugly].
What are your best and worst experiences at a Chanel boutique?
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I have moved around a LOT so I have been to many boutiques. Most of my "bad" experiences are probably similar to most others - pretentious SAs who act like they could care less, etc. Something that's mentioned less frequently on TPF though is how UNINFORMED most of the Chanel SAs are. I've asked about specific colors/collections/styles, and many times the SA is totally clueless. It reads as dispassionate about the brand, which I think is even worse than acting snooty or stuck up.
My best experience was meeting a super sweet SA who was able to track down 20C grey for me in late January of '20 when most of them had sold out already. I also had a lot of gift cards to NM that I had never used and she was super patient in using all of them for a portion of the purchase. Sad that I moved away and she's not great about answering texts/emails.
Overall, though, I've come to the conclusion that I'd rather work with a knowledgeable, hard working and kind SA or personal shopper via Instagram or remotely than try to work with 90% of the SAs I've met in the stores.
My best experience was meeting a super sweet SA who was able to track down 20C grey for me in late January of '20 when most of them had sold out already. I also had a lot of gift cards to NM that I had never used and she was super patient in using all of them for a portion of the purchase. Sad that I moved away and she's not great about answering texts/emails.
Overall, though, I've come to the conclusion that I'd rather work with a knowledgeable, hard working and kind SA or personal shopper via Instagram or remotely than try to work with 90% of the SAs I've met in the stores.
There's only one Chanel in my state, and I don't like it. It's a Chanel in a dept store. Everytime someone mentions loving their SA at their Chanel in a dept store, I get really jealous.
The SAs in my location will gladly tell me items are out of stock nationwide, and then I call Chanel and they tell me where I can find the item... This happened a couple of times already, towards my mom and me. We put in the work to locate the items we want, and then we have to practically beg them to initiate a send sale.
Worst thing ever was when the repair "specialist" basically lied to me about Chanel's repair policy. I have never had an item repaired by Chanel, so I trusted him/them. My actual SA was sick that day. His coworkers told me that Chanel does not do complimentary repairs on new items (mine was a send sale, less than 1 week). I was told I had to return the bag, and then rebuy once it came back. There was a second bag, same style and color, that also needed a major repair. They sold both bags, without ever notifying me that they came back. Didn't even get an apology from the boutique, or from the SA who originally helped me. I liked my SA there, but I can't be bothered to do business with him if his coworkers are like that.
Found out within days, that I was misinformed. Chanel at Saks honors complimentary repairs for new items that are damaged. The buyer does not need to return the item, because in doing so, the company is no longer obligated to contact you.
I cried over this bag, once I found out from Saks corporate I was lied to lol Only two were left in the country, and it took me 3 days to get it because my local boutique wouldn't help me since my regular SA was sick. I had to get a random SA in Florida (I live in the Northeast) to help me. Since Saks had just put in place a 6-month in-store purchase policy, my regular and sick SA had to go in for one day so he could let me pay him in person, since again, no one in his boutique wanted to help. Yeah. I'm not shopping there again.
I live an hour from NYC, so it's really no big deal that I don't want to shop there anymore. Just incredibly upsetting that I waited 3 years for the bag to get re-released, and then my flipping boutique sold it under me. I don't really buy Chanel (not my style 99% of the time), but I don't think that should have denied me honest customer service.
The SAs in my location will gladly tell me items are out of stock nationwide, and then I call Chanel and they tell me where I can find the item... This happened a couple of times already, towards my mom and me. We put in the work to locate the items we want, and then we have to practically beg them to initiate a send sale.
Worst thing ever was when the repair "specialist" basically lied to me about Chanel's repair policy. I have never had an item repaired by Chanel, so I trusted him/them. My actual SA was sick that day. His coworkers told me that Chanel does not do complimentary repairs on new items (mine was a send sale, less than 1 week). I was told I had to return the bag, and then rebuy once it came back. There was a second bag, same style and color, that also needed a major repair. They sold both bags, without ever notifying me that they came back. Didn't even get an apology from the boutique, or from the SA who originally helped me. I liked my SA there, but I can't be bothered to do business with him if his coworkers are like that.
Found out within days, that I was misinformed. Chanel at Saks honors complimentary repairs for new items that are damaged. The buyer does not need to return the item, because in doing so, the company is no longer obligated to contact you.
I cried over this bag, once I found out from Saks corporate I was lied to lol Only two were left in the country, and it took me 3 days to get it because my local boutique wouldn't help me since my regular SA was sick. I had to get a random SA in Florida (I live in the Northeast) to help me. Since Saks had just put in place a 6-month in-store purchase policy, my regular and sick SA had to go in for one day so he could let me pay him in person, since again, no one in his boutique wanted to help. Yeah. I'm not shopping there again.
I live an hour from NYC, so it's really no big deal that I don't want to shop there anymore. Just incredibly upsetting that I waited 3 years for the bag to get re-released, and then my flipping boutique sold it under me. I don't really buy Chanel (not my style 99% of the time), but I don't think that should have denied me honest customer service.
Just being ignored when no one else was in the store - I've not had that experience in any other luxury house, just Chanel, so it's a bummer they act that way sometimes. It's happened a few times and if I'm not greeted in a timely manner I just leave.
My best experience was someone who went of out her way to secure an item for me. She was new to her job, and I got the impression no one liked her at the boutique so she was trying extra hard to do her job well. I felt bad for her (working there) and also thankful she was so extremely pleasant and kind.
My best experience was someone who went of out her way to secure an item for me. She was new to her job, and I got the impression no one liked her at the boutique so she was trying extra hard to do her job well. I felt bad for her (working there) and also thankful she was so extremely pleasant and kind.
Best experience: my sweet SAs brought me into a room to give me privacy when shopping for my basic small black classic flap. She brought out 3 classic flaps to let me choose from without me asking. She also remembers my preferences and updates me via texts on new items, she also invites me to new launches. I have only purchased once from her before, as I usually work with another SA from the same boutique who is currently on maternity leave. This SA goes above and beyond as I am by no means a big client. 
Worst experience: Went into a boutique where I don’t usually shop from with a friend, the SA told me the bag I wanted was out of stock, her attitude was quite unpleasant, she asked me for my phone number so she could reserve one for me when it comes in, pressured me to decide on the hardware color right then and there so she could “reserve it when stock comes in”, after checking my purchasing record the bag miraculously became available immediately, she claimed it was reserved for another client but the client can’t come today. It was laughable. I told her I do not want to buy anything from her.
Worst experience: Went into a boutique where I don’t usually shop from with a friend, the SA told me the bag I wanted was out of stock, her attitude was quite unpleasant, she asked me for my phone number so she could reserve one for me when it comes in, pressured me to decide on the hardware color right then and there so she could “reserve it when stock comes in”, after checking my purchasing record the bag miraculously became available immediately, she claimed it was reserved for another client but the client can’t come today. It was laughable. I told her I do not want to buy anything from her.
We have no Chanel in the Philippines, so I only get to go when we travel.
While Bangkok and Hong Kong SAs are my favourites (they pretty much right away ask if I want anything to drink, which is life-saving when you're walking around in tropical weather), the SA I got when we went to 31 Rue Cambon was... not the best. (This was 2015.)
I wanted that full on experience because it was THE 31 Rue Cambon store, but it felt less like luxury shopping and more like waiting for a ride at Disneyland. Anyway, we get assigned to this SA, and I ask to see a black Boy bag in GHW. Right off the bat, she says they're sold out... even when the girl literally next to me was trying on two! Instead, the SA hands me a lovely Boy with GHW in burgundy, and leaves us (she asked to be excused because one of her regulars had come in, and had been gone A WHILE). I was so put off that no matter how beautiful the Burgundy or the black was (because I did point out that the girl next to me had two and she didn't get any of them), I didn't go for it. I did hijack someone else's SA (who did ask where my assigned SA was) and bought a simple pair of stud earrings though.
While Bangkok and Hong Kong SAs are my favourites (they pretty much right away ask if I want anything to drink, which is life-saving when you're walking around in tropical weather), the SA I got when we went to 31 Rue Cambon was... not the best. (This was 2015.)
I wanted that full on experience because it was THE 31 Rue Cambon store, but it felt less like luxury shopping and more like waiting for a ride at Disneyland. Anyway, we get assigned to this SA, and I ask to see a black Boy bag in GHW. Right off the bat, she says they're sold out... even when the girl literally next to me was trying on two! Instead, the SA hands me a lovely Boy with GHW in burgundy, and leaves us (she asked to be excused because one of her regulars had come in, and had been gone A WHILE). I was so put off that no matter how beautiful the Burgundy or the black was (because I did point out that the girl next to me had two and she didn't get any of them), I didn't go for it. I did hijack someone else's SA (who did ask where my assigned SA was) and bought a simple pair of stud earrings though.
So interesting...I was in the NJ boutique (prefer my NM SA usually) as a walk in and was told they were out of everything, bags, boxes, camelias, etc. My inner voice was like why are you open then? I asked for several items but they had only meh choices. A couple bags I did like were the demo only and from 19b but 2021 prices. Kind of got an odd feeling about the entire visit. I've an appt in a few weeks but was waiting in the LV queue across the way and tried my luck to see if there were any goodies. Generally my experience has been meh here but I prefer to work with my NM SA in the same mall. She is super nice and patient. The LV experience was great yesterday.
I'm so glad OP started this thread bc I've been very bothered about several experiences from the same chanel leased store for the past 4 months. For example, I was trying on a small beige classic flap with every intention to purchase. One SA actually brought the new one in box while I was trying on another. Another SA's client indicated to my SA that their client wants to try on my bag. My SA says "I'm not opening this new one" to me. Thus, I felt pressured to take off the one I was trying on for less than 2 minutes to take off immediately for them to try on. I even said out loud.. "this is very awkward. i've never been told to to take off a bag while trying on for another person." No response from the SA. Later, while deciding on my bag I also had to put the SA in check bc I felt that her tone was condescending and judgemental. I told her.. "I feel judged. I prefer to shop without judgement." She did try to make her tone more palatable, which I appreciated. However, when I decided to make the purchase anyway, she then asked to check my ID which I had never been asked to do at NM. I asked her why my ID was necessary. She tells me that she needs to verify my address on my profile which is unrelated to my in-person purchase. Whatever. She just left a bitter taste in my mouth. I felt like I was being singled out in multiple interactions during that visit.
In another experience with a different SA at that same store, I was hoping to purchase a chanel 19. When looking over my bag's condition, there was some sort of blemish. The SA kept telling me that it was glue and that I could just rub it off. I tried to rub and it remained. She tried to rub it and kept telling me it was glue. We go back and forth and then she became disgruntled and just grabbed the bag from me and took it to the back hurriedly. She came back after a few minutes and told me that she looked at the bag under a microscope and that the blemish was actually a puncture. I Ultimately, I did not purchase from her. Now everytime I go to the store I feel tension when I have to interact with her. For instance, I asked her if she had a small white classic flap available. She then said, "Didn't you just purchase a beige flap from _____?" I'm like.. yes but I'm also interested in the white. In my mind, I'm like ... really WTF, so what if I want to buy more than 1 flap?? and why are you keeping track of my purchases??
Anyway, sorry for the long rant. I'm just super pissed off at their crap service. Luckily my wishlist is complete now so I don't have to be treated like this. Thanks for listening and allowing me this space to share.
In another experience with a different SA at that same store, I was hoping to purchase a chanel 19. When looking over my bag's condition, there was some sort of blemish. The SA kept telling me that it was glue and that I could just rub it off. I tried to rub and it remained. She tried to rub it and kept telling me it was glue. We go back and forth and then she became disgruntled and just grabbed the bag from me and took it to the back hurriedly. She came back after a few minutes and told me that she looked at the bag under a microscope and that the blemish was actually a puncture. I Ultimately, I did not purchase from her. Now everytime I go to the store I feel tension when I have to interact with her. For instance, I asked her if she had a small white classic flap available. She then said, "Didn't you just purchase a beige flap from _____?" I'm like.. yes but I'm also interested in the white. In my mind, I'm like ... really WTF, so what if I want to buy more than 1 flap?? and why are you keeping track of my purchases??
Anyway, sorry for the long rant. I'm just super pissed off at their crap service. Luckily my wishlist is complete now so I don't have to be treated like this. Thanks for listening and allowing me this space to share.
I completely hear you. It's really not cool and you didn't rant. There's really no need to be like that. My guess is that SAs encounter some snobby customers too hence the 'tude but I try to go out of my way NOT to be like that because we ALL work hard for our money and I don't need to make other people's job harder than it is to earn their living.
Because I really did love it, I bought the only 19B small trendy (likely the demo) which sat on the counter while the SA rummaged to find a dustbag that fit (the one in it didn't). Meanwhile I saw a few m/l and jumbo classics nicely packaged in boxes for several other customers and I noticed they'd experienced no mention of being short on anything during their entire visit. Since I'd replied that I don't care about the boxes and that I just put several in recycling I feel dumb not insisting on getting the "full experience".
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Thanks for hearing me. I am super conscientious about being respectful when interacting with others. I even complimented the SA’s new haircut to break the residual ice/tension lol.. still didn’t work.I completely hear you. It's really not cool and you didn't rant. There's really no need to be like that. My guess is that SAs encounter some snobby customers too hence the 'tude but I try to go out of my way NOT to be like that because we ALL work hard for our money and I don't need to make other people's job harder than it is to earn their living.
Because I really did love it, I bought the only 19B small trendy (likely the demo) which sat on the counter while the SA rummaged to find a dustbag that fit (the one in it didn't). Meanwhile I saw a few m/l and jumbo classics nicely packaged in boxes for several other customers and I noticed they'd experienced no mention of being short on anything during their entire visit. Since I'd replied that I don't care about the boxes and that I just put several in recycling I feel dumb not insisting on getting the "full experience".
I can relate to your easygoing-ness with not trying to make ppl work harder. I try to be as low-maintenance as possible too, but no one likes to feel singled-out when it’s obvious the ’full-experience’ is given to others. I will say that the hard part is finding the SAs that do appreciate and acknowledge our qualities, but they absolutely exist! I guess sometimes we have to make the choice to bite the bullet with the lackluster shopping experience to get the item we want. Lol bc end of day I still love my flap — just don’t want to feel like I sold my soul in acquiring it.
Lol actually I would‘ve appreciated her not giving the brand new one to a different customer to try on if I had the intention of buying it..
But I totally get your frustration, doesn‘t sound like a pleasant experiance all together at all, ESPECIALLY the second scenario :-/
I was lucky enough to always have had a really good experience at Chanel! Some SAs have been a little colder than others, but all of them were always respectful, professional and nice.
I know Chanel has a rep for having rude SAs, but I wonder if it‘s a US thing maybe? I‘ve only shopped at EU stores..
My worse experience was here in the sydney Australian stores. It was with an European SA that came over and work in Australian store. Both in LV and Chanel.
This experience two weeks ago, was traumatising and so condescending, I don’t want to recall the experience. I now refuse to buy in the Australian boutiques anymore. I prefer to shop in Singapore and HK boutiques, the service is much better there.
This experience two weeks ago, was traumatising and so condescending, I don’t want to recall the experience. I now refuse to buy in the Australian boutiques anymore. I prefer to shop in Singapore and HK boutiques, the service is much better there.
I dislike shopping at the boutique in Central, HK. The SAs are so judgmental, I did not dress up the day I went there, I was wearing a hoody and leggings, the SA treated me like I could not afford anything in their boutique. I had my worst Chanel experience in that boutique. When the SA asked me what color hardware I wanted so she can reserve it for me when it comes in, she had her finger pointed at me when she said: so have you decided? Gold or silver? I regret not telling her off at that point, I guess I was just too shocked at her pointing at me.
Not to mention that she was on her damn company phone voice messaging her customers the whole time she was assisting us, very rude.
I would say my worst was in Monaco.
Cannes was good. I don't think any other one was notable.
Cannes was good. I don't think any other one was notable.
I swear I have a horseshoe stuck on me somewhere because I usually end up with friendly & sweet SA at any location.
However my best experience was at this location in the picture. I was visiting in the summer (during the summer sale) & my SA was an intern. She never once rushed me, took me all over the store from bags to shoes to jewelry and really took her time helping. After the shopping was done, she chatted with us while in line waiting to take a picture on the stairs THEN loaded us up with water before we left (it was a very bad heat wave at the time). Maybe we just really hit it off but such an amazing experience.
Side note: I like to remind myself that we’re all human and everyone has off days. Patience and kindness go a very long way, I always thank them for helping even if not buying.
However my best experience was at this location in the picture. I was visiting in the summer (during the summer sale) & my SA was an intern. She never once rushed me, took me all over the store from bags to shoes to jewelry and really took her time helping. After the shopping was done, she chatted with us while in line waiting to take a picture on the stairs THEN loaded us up with water before we left (it was a very bad heat wave at the time). Maybe we just really hit it off but such an amazing experience.
Side note: I like to remind myself that we’re all human and everyone has off days. Patience and kindness go a very long way, I always thank them for helping even if not buying.
