What are your best and worst experiences at a Chanel boutique?

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#61
Blackgoldpearls said:
Reading some of these stories made my heart sink!

I have had some bad experiences at Chanel before, but wonderful ones now.

I had the worst Chanel experience when I was first trying to get into the brand 12 years ago. I walked into a boutique clueless. I was looking around, and no one would help me. I think I stood around for 45 minutes, and I didn't have the courage to say anything. I felt so uncomfortable that I walked out. Several months later, I went back in and met an amazing SA. From there, I got to know all the other SAs, and then I always had a great experience there. I look back at those times and think, "Why did I go back when they ignored me?" But I guess the pull and the attraction to the brand kept me going.

When I was visiting Paris 5 years ago, I walked into the Rue Cambon store. It was quite dead, and I got paired with an SA very quickly. She wasn't really friendly, but nice enough with some rude comments here and there. When I asked her if she had any black jackets, she said, "Of course we do; we are the main store." I will always remember that. Then I thought to myself, is it because Europeans are more forward? Maybe what she is saying is getting lost in translation because English isn't her first language. But once she saw that I was purchasing quite a few things, the champagne came and the attitude changed. I never went back there. Every time I visit Paris, I avoid that store.

The Bon Marche store is the best in Paris. I met a lovely lady there who was so helpful. I was looking for a specific item, and she said they didn't have it in stock at that store, but she looked up who had it in the system and gave me a list! That's amazing service!

My favorite store is the one I currently visit. I absolutely love my SA. We get along wonderfully, and I get along with all the SAs at that boutique. They are always helpful, and I have never had a bad experience there. I never feel rushed and honestly, visiting the boutique feels like going to a friend's house. I look forward to my shopping trips there.

Some SAs feel like they have the golden key and make the clients go through hoops to obtain their items. At the end of the day, the client is spending a lot of money and deserves great service. If you feel like you are being treated poorly, I would say something to the GM if it was that bad. I wish this was something I did when I was younger. It's not right to be treated like poo when you are spending obscene amounts of money! Sorry for the rant, too. My advice to anyone who gets rude service is it really depends on who you meet. If you get a rude SA, just go to another one next time. You don't have to deal with that! If you ever get to rate your service, be honest and tell them your experience. They are there to give you a great experience and not judge you. Just because you don't spend money like The Real Housewives doesn't mean you don't deserve that Chanel Experience. With that said, everyone has bad days. If the SA you meet is consecutively being rude, cut them off and move on to the next.

But the worst customer service I have EVER encountered was at a Gucci store (twice) and a Hermes store(once). There, I really felt small, insignificant, and completely ignored, but that's another thread, lol.
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I was in Europe and was looking specifically for a specific bag. It was the middle of summer. The main cities I was visiting on this trip were Venice, Rome, Paris, and London, so I had many boutiques to visit. I was a Chanel virgin back then lol. I remember the SA at Rue Cambon being a bit rude and unfriendly. It wasn't too busy in there but since it was summer, I was dressed for comfort. I was looking for a black caviar GST but she talked me into a Jumbo (glad she did, actually). Once I decided on it, and it was spoken for, she or another SA (can't remember exactly) had allowed another customer to manhandle MY bag! Is that common??? Also, I had to ask for the purse that I purchased to be packed in a box with a shopping bag. I am actually surprised anyone walked me through the VAT refund process and what to do. I wouldn't say it was a terrible experience, but as a newbie, she didn't make me feel very welcomed either. But maybe that's how Parisians are? Hopefully one day I will get to return to Paris and make a trip to Bon Marche :)
 
#62
The worst was a few days ago in the Madrid store. I got a mini red bag for my birthday and after ONE use there was a small peel on the top of the bag. I went back to the store to see what could be done. They sent it to Paris and after about 3 weeks they said that it was my fault for vas usage and that they couldn’t repair it, nor give me a new one or let me return it. They offered the phone number of a repair service. The paperwork from Paris said that however, they could offer a “commercial gesture” to me. None was offered. So, new bag, peeled on top with one use and no customer service to solve the situation. Really disappointed, it was my first Chanel bag ( and the last one!)
 

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#64
I live in NYC so I have a lot of stores to choose from, but I have to say that I've had very lukewarm experiences in both standalone boutiques and stores inside department stores. I find that Saks usually has the best selection, even more so than the boutiques so I will usually do my shopping there. However, I am not an avid Chanel shopper and I've been buying off and on from them the past 6 years or so; I haven't purchased nor visited enough to establish a relationship with any SA.

That being said, I haven't had much trouble trying to find the bag I want. The most work I've had to do with any purchase is probably my latest one. I visited a bunch of stores before I was able to find a classic flap at Saks. Most of the SAs I've talked to didn't seem too eager to sell me anything, especially the one on Madison Ave, or establish any kind of relationship. And I'm fine with that because I don't purchase enough, nor am I looking for some grand experience whenever I do shop. I find that many people's expectations are super high before they visit/buy Chanel and then are disappointed when the SAs don't live up to those.
 
#65
jascharess said:
Sadly, I share your feelings. My worst experience was in the Perth, Western Australia store. I was served by Caroline the manager and I left the store physically ill. Honestly, I nearly threw up on the pavement outside. I’ve never been made to feel so pathetic in my life - except when I was younger and bullied for having slanty eyes and a flat nose.
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I second this... I live in Perth and have not purchased from Chanel but I'm doing everything I can to but it always leads to dead ends. Each time I contact them it's like they don't even want to sell me a bag. I got contact details of one of the sales associates there and asked her a couple questions about bags, stock, etc. She just said no we don't have and nothing helpful after. No follow up offers like what colour, size to help me look out for. I don't have much experience shopping at Chanel but its kinda off putting. When I shopped at LV, the staff there were always super nice and helpful. They provided me with information and advice I didn't even have to ask for, it was lovely.
 
#66
babycake5 said:
I second this... I live in Perth and have not purchased from Chanel but I'm doing everything I can to but it always leads to dead ends. Each time I contact them it's like they don't even want to sell me a bag. I got contact details of one of the sales associates there and asked her a couple questions about bags, stock, etc. She just said no we don't have and nothing helpful after. No follow up offers like what colour, size to help me look out for. I don't have much experience shopping at Chanel but its kinda off putting. When I shopped at LV, the staff there were always super nice and helpful. They provided me with information and advice I didn't even have to ask for, it was lovely.
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Yes, I love Chanel as a brand but their Perth staff are awful. I’ve moved away from LV but their Perth staff are so amazing that it‘s tempting to be drawn back.
 
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#67
Yesterday, i had the most unpleasent experience in Chanel. As off 2021, i’am trying to complete my handbag collection. Which means, that i have ordered/bought 2 bags over a period of 3 months.

yesterday i had an appointment at 11.30 with an SA. I was a bit early (11.15) because i wanted to have a look at the new collection and to try out the Coco crush. The doorman opent the door asked if a had an appointment, which i had, and simply closed the door again in front of my nose. He didn’t give any information as to why I had to wait outside. I waited for a good 10 minutes. In the meantime, there was a line forming behind me. The doorman opened the door again asked if somebody had an appointment. All the people behind me(3 people) didn’t have one. After another 5 minute wait, they let the people behind me in ,without appointment.
I went a little bit crazy and ordered to speak with the manager. He told me I had to wait outside until the SA was available. Knowing that other SA’s weren’t serving any other client, when I arrived. ( doormen and SA where talking to eachother) This was a new policy. They recently had an check up and where following the policy very strictly. if you had an appointment you have to wait outside until the SA is available. If you don’t have an appointment, you have to wait until an SA is available.
In the end, I had to wait 30 minutes outdoor, to pick up my item. I tried out the ring because I wanted to know size en color before I ordered.

my husband was also with me and was appalled by the treatment. We are not the stereotypical luxury shoppers but do go to other luxury brands such as Tiffany, Delvaux, LV and Dior. I have never been approached as I was at Chanel.

i have a friend in costumer service from another luxery brand and he told me this was unacceptable.

should I contact costumer service?
 
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