BAD CHANEL EXPERIENCE? | Customer Service, Quotas & Price Increases, Quality Issues, Tips for Buyers

[@HelloLuxe]

Hi everybody, thought I would switch up the content today and share my thoughts about Chanel and the service I received. I would love to know what you think of my experiences and if you've had any bad experiences with the brand. At the end of the day this video is just for fun and there's a lot of greater issues out there, but just wanted to share my two cents.

[@maryg9218]

I am DONE with Chanel. I went to the HARRODS boutique today and it was dignity-stripping. While I was looking at the costume jewelry trays along with another lovely young Asian woman, she was taking some pictures for her friend. Then the SA suddenly raised her voice and yelled at her “I told you 3 times to not take pictures! Get out of the boutique, you’re not allowed to buy anything!!!”. That poor woman nearly started crying, didn’t understand English so well, asked “what?” and said sorry many times over again. I was paralyzed. I don’t care about their new nonsensical company policy, this is not how you enforce your stupid rules. Then I attempted to purchase the earrings I liked and I was NOT ALLOWED to purchase them. The SA told me that I had purchased two pairs in the last 2 months already (both of which were presents for my mom) and couldn’t buy any more costume jewelry. I was very startled and asked if there was any way I could still purchase it. I offered to do it through my mother’s account. Then the SA (which was a different one from the one who kicked the lady out) raised her voice at me, everyone stared, and yelled “DO YOU WANT ME TO BREAK CHANEL RULES FOR yOu?!”. I was absolutely appalled. I will never purchase from this brand EVER again. It used to be my favorite and my mother and I have spent 50.000£ on this brand over the years. I’m not a masochist and I refuse to see other customers degraded in my presence. Play stupid games, win stupid prizes. I made an official complaint with HARRODS customer service and they will forward it to Chanel’s HARRODS manager. I’m not crawling on all fours and begging for anyone’s permission.

[@kismet2354]

Bravo👏🏻👏🏻👏🏻👏🏻Time we reclaimed our dignity & pride! Buying accoutrements that cost an arm & a leg, shouldn’t be a torturous event ever nor should we be accepting of being treated like scullery maids by people who are employed for the primary purpose of serving us, the buyers!

[@HelloLuxe]

Hi Mary, I’m sorry to hear that happened to you. I hate it when I see SA‘s continue to yell at people when it’s clear that the individuals aren’t ignoring you, but rather they literally cannot understand you. Can we also talk about how I feel they pick and choose who gets to take photos? And same thing with the rules, I had a friend who was bragging that she was able to buy another classic flap by putting it on her husbands account - clearly Chanel is just picking and choosing which customers get leeway on the rules. I hope Harrods actually does something. Last time I gave feedback to the manager I was ignored :(

[@am143-g1m]

@@kismet2354 yes!! people that don´t even have money to buy the products that they sell. the product is crap and the workers are miserables

[@pippadawg7037]

Whenever something like that happens, take out your phone and start recording. Try not to be obvious about it but if you captured that on tape, you could have some real power. Make sure you send it immediately to a friend immediately so they can't attempt to take away your phone and delete it. They might fight you for it in such a situation because if you put it up anywhere online you could really hurt them. Also once you start recording attempt to keep them talking by asking them questions about the policy or by pointing out the other woman obviously doesn't speak English.

[@pippadawg7037]

@@kismet2354 The sale associate was the one who lost her dignity and pride by acting like the MC of a cockfight. As long as you down sink down into the gutter to scream and make a scene with her or, your dignity and pride is intact. I wouldn't purchase from her after something like that either. I wouldn't have even wanted the earrings. I was buying some 8mm pearl stud earrings at Tiffany's in Boston and I have never had anyone be rude to me in Tiffanys before, but this particular sale associate was being dismissive, bitchy and annoying. Right in front of the sale associate, I looked at my friend and said, "I am not having fun." And she said, "Well you shouldn't buy anything if you are not having fun." I ended up buying unbranded from a local jeweler who sold Tiffany as well. The ones she sold me were better quality too and I don't have any negative association with them either.

[@ChloeBensonBeautyBoxes]

You can get a $100 exact dupe in 2 weeks in any color or style. I can’t tell the difference between my real Chanel and my dupe.

[@mycorreia]

I’m so sorry this happened to you. It’s shocking that they didn’t even have a box, it’s outrageous and then to have your emails and text messages ignored. I think you handled it really well, a lot better than I would, so well done. I hope you never have this happen to you again. Thank you for sharing and congratulations on your beautiful bags.

[@HelloLuxe]

Thank you for the kind words! And yes it’s sorta ridiculous how could you not have a box for every bag? Thanks for watching!

[@qr5vy]

When I see videos titled like this I think ‘oh no, let’s board the entitled train’. But not in this case. You are absolutely right. It’s the opposite of a luxury experience, in every way. Subscribed☺️

[@HelloLuxe]

Thanks for watching and subbing! And great to hear that - I honestly wasn’t sure if I was overreacting or being entitled so glad to know that my frustrations are valid!

[@fabulousirene]

I’m so sorry to know that you had terrible experience of customer service. I just don’t understand those fashion house what they are thinking. It is so unfair for the consumers. I’m Very glad you got those bags and enjoy them. Thank you so much for sharing darling 💕

[@HelloLuxe]

thanks for watching and for sharing your kind thoughts! And yes it sucks because sometime as the consumer we have no other alternative than to buy the bag from a SA who’s giving us a subpar experience

[@justalittleluxe7513]

Thanks for sharing your experience - I think it’s really important that we share our experiences both good and bad. I’m so sorry that you had to go through this and I think it’s just terrible customer service. I have heard more and more people talk about their bad experiences in Chanel and to be honest it’s really putting me off the brand - which is shame as I love the aesthetic of the brand. I also feel like every time I go in I know more about the bags than my SA!!! You have two beautiful bags there and I really hope you enjoy them and the experience doesn’t put you off the items. Wear them and enjoy them and I look forward to your next video. Xx

[@HelloLuxe]

thanks for sharing your thoughts! It’s unfortunate that we both had subpar experiences but at least we get to enjoy our items :)

[@5Heliotrope]

Thank you for sharing your story! It left me speechless. All of it. Just wow... Unacceptable on ALL levels. All of it and ALL OF THEM.

[@HelloLuxe]

Thanks for watching - feel like lately Chanel’s quality with the 22S bags has been trending but there’s clearly more than just quality issues with this brand

[@ChloeBensonBeautyBoxes]

I have had incredibly rude SAs lately. It is making me rethink Chanel. LV is looking better and better.

[@Foxie635]

I am also looking at YSL because their purses are more functional/with handle.

[@HelloLuxe]

Funny that you say that - my last video is about my YSL Lou Lou and I love it! Prices are a lot more fair as well and there’s always discounts!

[@ladyharriet4136]

Thank you so much for sharing your experience, totally agree, your experience was not acceptable. Really like you sharing tips for people buying Chanel the first time too, they are actually very important tips. I have been buying Chanel since 2009, in London where I live. I have never been treated badly ever. I frequently visited Walton Street, Harrods, Selfridges, all SAs are extremely helpful and very knowledgeable. We even discussed items that were beautiful years ago. When I was trying RTW on, I saw they were helping a disabled lady to try on RTW, they were very tentative and helpful. I don’t spend a huge amount, to me, Chanel don’t look at your purchase history but your manners. These days, people expect to just go into stores and film everything to put on utube. As a customer, I always ask before I even take my phone out. I have never been refused to film myself, because I like to take photos and think about it before I just buy anything expensive on impulse. I don’t film their stores or go round to check through all their prices. In fact, I am very picky, I have been offered by SAs the Chanel Caviar classic double flap several times, I tried them on, I did not like them. I never feel any pressure to buy. People compare Chanel to Dior or Fendi, filming in the other 2 boutiques are always welcomed by the SAs, because they do need social media to drive sales, Chanel really don’t. They are at completely different levels, just look at how much you would get on preloved on the other 2, resale values are very poor. People think they have money to spend, they can buy as many as they like, and do whatever they like. For boutiques like Chanel, they have plenty of very wealthy clients, money is not necessarily the focus, it’s more about your respect, manner, knowledge of the brand. Their products quality has gone down, so only buy if you really like it. I always check carefully before I buy, I never return anything. I have problem with my J12 after 8 months using it. Took it back, they sent that off to fix and absolutely no problem, no fuss. To me, Chanel is a design house, welcome like minded people. You don’t and shouldn’t dress yourself top to bottom in Chanel with logos all over it. That just says you have money but zero taste. It is not snobbery that they look at what you wear, they have sharp eyes to see if you have similar taste. I would wear something bought few years ago, no logos, only trained eyes would know what I was wearing. I was impressed they recognized it straight away. I have Chanel SAs helped me to style things I have never thought of, they go round the boutique to find something I like which I didn’t think I would. I just want to balance off the negative experiences that people sharing to mine, because I remember all my wonderful experiences in Chanel, both buying and browsing only.

[@HelloLuxe]

Thank you for sharing your detailed thoughts! I agree and I’m glad to see that you have a really good idea of what you do and don’t like! I’m definitely not turned off by the brand and still purchase their products, but am definitely more picky and know how I deserve to be treated ☺️

[@cvluxfashion352]

Wow love, thank you so much for sharing your experience. So sorry that happened to you. 🥺

[@HelloLuxe]

thanks for the kind words and for watching! ❤️

[@lolipena8051]

Thank you so much for sharing. Love that you are bringing this to light. Customer service is horrible, no matter where you go. It’s like who trained you. Obviously no one, as they don’t have a clue. They know nothing. And if they do and you ask a question they look at you like you’re stupid/ you should already know. I hate when they push bad condition bags. They rush you as well. I’ve only been able to buy 1 medium CF white caviar light ghw in boutique. I tried to get a black one since 2019, I gave up. With the white they had me on a list, made a huge deal that I wouldn’t get one. Then a month later I got it. I was so skeptical cuz how can I be the 21 down the list and get it. “Sure”..it’s a long list of others that wanted it. I’m hoping I can get a 19 this fall. But idk if they are going to be playing this game again. Also I’m glad you refused. With the white I took my time to inspect it. Gladly the SA didn’t say anything, which surprised me.

[@HelloLuxe]

Thanks for sharing your experience, it’s crazy that this is a shared experience for so many of us :(

[@lifewithcctran4414]

I remember when you said this when you purchase this bag and was looking to purchase other bag without authenticity card. Some SA do sucks. Some are lazy and text only. I only have 2 that call me back sometimes. Some don't even or call or text me because I don't shop at that store often enough but I live far from them. I buy it over the phone. During 1 year, they were short of boxes and ribbons. Some stores had it and some didn't until way later. Hope you find a good SA

[@HelloLuxe]

yeah or sucks especially when you live far or don’t want to make the trek all the way to the store just to see if they have an item. and yes I totally understand having a shortage - my main problem is lying that you haven’t gotten boxes when you clearly have them and don’t actually follow the list of who should be getting them first. Thanks for sharing your thoughts!

[@lifewithcctran4414]

@@HelloLuxe I know huh. Some are rude and some nice even at LV. I think they should select better employees for real. It sucks for us.

[@gourmetfoodiesta7855]

Chanel customer service is always awful. They are only nice to their millionaire clients but if you’re just a normal person who love the brand they don’t give a shit about you. It’s very rare you can meet a wonderful SA at Chanel boutique. Most of them are rude and snobbish. Chanel want you to beg for giving you a bag. They want to sell their handbags but quality is not there anymore. They want you to pay more for what? It’s just the name of the brand that’s it! The quality is getting lower and lower compare before. They want to be HERMES, they can’t beat HERMES high quality craftsmanship. Sorry for your bad experience, I hope you will not experience that again.

[@HelloLuxe]

Thanks for sharing your thoughts - unfortunately you are right and if you don’t have a SA you like then they’re probably going to shrug you off. And yes they can’t act like they are Hermès just by increasing prices and implanting quotas, it needs to start with the customer experience and SA knowledge!

[@SummeRain783]

This is why their haute couture is still exceptional. Because it only caters to an exclusive clientelle. They don't care about the rest of us.

[@rothameas9339]

Thank you for sharing and yes you so about SA some Chanel boutique are nice and it is depending where you live lucky if you have a nice SA. 👍👍👍❤️❤️❤️

[@HelloLuxe]

Thanks for watching and sharing your thoughts! And yes it all has to do with your SA!

[@deeluvablepinay]

Every SA : “this bag is the only one left in the country”

[@HelloLuxe]

Haha, or every bag is “hard to get”!

[@deeluvablepinay]

@@HelloLuxe so true lol

[@kristak1102]

I have a relationship with my SA in Neiman Marcus so I don’t have issues getting a missing box, but the one time I went to a boutique in another state where I had no relationship I had the same problem. After sending two texts…Crickets. I ended up calling the 800 number and they handled the problem for me. 😁

[@HelloLuxe]

according to them the box system is automated and there’s a list they go down, but clearly not the case. Glad it all worked out!

[@MarMarSnatched]

i usually go in with my scrubs with full confidence lol they probably hate my attitude cause as soon as i get in i show them pics and say "hi do you guys have this?" lets skip the good afternoon and how are you doing part cause they don't need that anyways lol

[@HelloLuxe]

Hahah I always go in knowing what I want to look at as well. And I feel like with some SAs they hate the small talk so they’re grateful for people like us who cut straight to the chase lol. Thanks for watching!

[@MarMarSnatched]

@@HelloLuxe u know from what i'm noticing i feel like SAs look at the jewelries and that's how they judge clients

[@AdieLoveCA]

What is this store location and what is this SA’s name? I think they need to be named. At least the location/area& state

[@HelloLuxe]

I’ll just say it’s probably one of the top 3 stores (size, revenue, etc.) in California. Big stores like that I feel like only treat their VIPs right and everybody else is a nobody to them

[@AdieLoveCA]

@@HelloLuxe it’s gonna sound a little sad but when you say top 3 big store in California it’s actually kinda expected to me- sad but it’s slowly becoming our reality. I’d probably save my bucks and spend them in Hermes (not saying Hermes is easier but they might depends on store) or spend it when I’m out of state/country- to a place where I feel my money is well spent not only on product but also the services - which was supposed to be a big part of luxury shopping initially. Sorry this happened. I hope that was a one time experience! 🤞🏻

[@Foxie635]

Yeah, Chanel B. sends a link but Chanel N. asks you to text. I bought twice from them and I make the sales people call me because it's lazy and stupid to ask the customer to text. Are you crazy, you want to what?

[@HelloLuxe]

Exactly! Feel like it’s also just irresponsible to ask a customer to send such private info via text.

[@shawty7055]

And this is why I’d rather buy my chanel bags from Fashionphile. I hate employees there treat you as if they werr doing u a favor when in reality, we’re the ones dropping several thousands on the brand.

[@Enchanteralle]

I get how some SAs probably don't enjoy their jobs especially with the company probably not treating them the best, but it really should not fall on the customers because they saved up hard earned money to splurge on something to treat themselves. Half the time I feel like I get treated like I'm just there to make a transaction and no rapport built. The other half of the time, it was ok I guess. I don't shop at Chanel all the time, but as an infrequent customer, it feels intimidating to walk in and not knowing if I'll be ignored or treated like I'm just there to make a quick purchase. The SA not responding to you is ridiculous. I don't understand how someone can say one thing in store and once you're out the door, it's like they just ignore your texts. If there isn't any box yet, at least text back and say so. It's just rude and unprofessional. I don't know what the psychology is behind that....is that to make them feel superb because they pick and choose who to respond to? Also frustrating that you didn't get a response from the mgr. Why do they even bother sending out generic email asking for feedback if they won't even reply?! Sigh....I hope Chanel looks into their customer service especially when they keep raising prices and have worsening quality.

[@HelloLuxe]

Thanks for sharing your thoughts and yes, that’s exactly how I feel! I feel like some people who work in retail just want to exert some sort of power and make their customers lives more difficult! Chanel really needs to watch what they’re doing or else no matter the quotas or rules they implement, customers like us aren’t gonna be even purchasing from them.

[@Enchanteralle]

@@HelloLuxe exactly, they act like the own the brand and forget their role is to assist customers. And we are talking about being very patient and polite with SAs, or like we are harassing them or being condescending towards them.

[@ivanazamucen7428]

You are too nice! That kind of behaviour is not fine at all.

[@HelloLuxe]

Thanks for the the kind comment - I’ve decided I’m no longer going to be giving my business to that store since there’s multiple around me

[@Foxie635]

Yeah, I am beginning to really look at Hermes because Chanel is turning to be worse than LV. Also, I used to think I could miss out on a bag but once I started going to second hand store online, I realized these bags are everywhere. You may have to pay a little extra for certain color that you prefer but why not if you really want it? Also, there are always seasonal bags and flaps coming out each season. Besides, Chanel and Hermes are for the true rich. They give heir bags to their dogs to play with when they don't want them, etc. If you don't have a black credit card to fit in to a small lux. bag, don't carry a lux bag. You look ridiculous because you have a 7K bag but looking "poor" at the same time. Not a good look.

[@HelloLuxe]

You’re not the only one with that idea - I think Chanel needs to realize that they can’t just increase prices but they need to provide a better and more luxurious experience overall. Thanks for watching and sharing your thoughts!

[@kathleengausden7976]

The work and attention to detail has sadly floundered over the many many years since Chanel first came out. They're not artisans like back in the day, third rate at its best now. You would be better off getting your hands on a vintage Chanel which had been well loved and babied not like the so called rubbish they churn out now! Good luck on your next purchase whatever it will be.

[@HelloLuxe]

Thanks for sharing your thoughts! The vintage bags are beautiful and I’m definitely eyeing a vintage Chanel bag especially with the actual gold hardware.

[@zylbygdfn6542]

So sad paying so much for a bag and having to check quality.

[@HelloLuxe]

Right? And a good SA shouldn’t be convincing you to buy a clearly defective bag! Thanks for watching!

[@prettynestd]

You are not overreacting, I wouldn’t have bought anything. Also it could be your the stores, you are going to. I hope you made a complaint to headquarters, unacceptable.

[@HelloLuxe]

It was my first Chanel purchase and I guess I was just too naive at that point - I took his lack of knowledge of maybe him being new but it is awfully shady how the SAs ghost you AFTER you’ve already made the purchase and they have your money. I emailed management and never got a response so there’s that 😢 never shopping at that specific store that’s for sure

[@prettynestd]

@@HelloLuxe so happy you are not turned off by the brand itself. Some people are just nasty!

[@moustacheandnisi]

Omg what a mess... chanel acting like a shady startup😂

[@HelloLuxe]

I know right! Chanel is the only company with these box shortages and they don’t know how to figure it out. The customer service doesn’t match as well, not what you would expect from a luxury store like Chanel.

[@moustacheandnisi]

@@HelloLuxe Also I saw some influencers saying that the boxes are flimsier now? Chanel is just forever 21 with a 5000% markup now😒

[@HelloLuxe]

@@moustacheandnisi I did see that in some unboxings Chanel has changed their packaging to be more eco friendly. I can’t confirm this since my last purchase was at the Paris flagship at 31 Rue Cambon which has completely different packaging. But that’s interesting!

[@justinejustice_league1857]

Wtf you weren't trying to buy a house, it's just a BAG!. It's less headache when trying to adopt a child and that's saying something. But they took your money first before they would even work with you? I can't believe they allowed a bag to leave their store without a box, I've seen people SELLING these boxes for 75-100 dollars online.. Limited additional items is one thing, it's the treatment and the quality issues that people are paying thousands of dollars to experience? After seeing the Chanel 22 release, gone are days of Chanels classic feel idc how much they claim scarcity and increase the thier prices. *if THEY decide to release merchandise to YOU* If you have the money and the product is in stock what is their problem? Of course he didn't fulfill his promises, he just wanted to get you out of his face

[@HelloLuxe]

thanks for watching and sharing your thoughts ❤️ and yes it’s super shady how most of the unprofessional happened AFTER I already made my purchase and they had my money (and how they don’t tell you they’re out of boxes until they’ve already swiped your card 😕). I’m glad at the minimum that I love my bag and there’s no quality issues.

[@citylifelu4203]

Feel sorry for u by spending that amount of money, but receiving such terrible service it is not acceptable at all

[@HelloLuxe]

Unfortunately I didn’t know better as this was my first purchase and was optimistic that the SA would keep his word. But after continued experiences with this store I’m not going to be giving that specific store any more business. It is unacceptable!

[@juiceeeebabe]

I had a bad experience buying my cardholder too at the store. I was in Yorkdale and the SA's name is Jenny. Worse experience ever

[@HelloLuxe]

Oh no, I’m sorry to hear that. They need to up their training seriously

[@mellel5594]

I shop at Yorkdale all of the time. Thanks for the heads-up!