CHANEL Reviews 

I am extremely disappointed with my experience at the Chanel boutique at Short Hills Mall.
At the end of July, I purchased Chanel sunglasses for approximately $630 in cash as a birthday gift for my daughter. Unfortunately, she did not like them and went to the boutique to return or exchange them for something else.
Instead of checking the receipt carefully, the employees kept asking her for my credit card so they could issue the refund. There was no credit card involved because I paid cash. She was unable to complete the return and left the store.
The following day, I personally went to the boutique with the receipt and explained that the purchase was paid in cash. I asked why no one had simply checked the receipt. I returned the sunglasses and requested my cash refund. I was then told that the store did not have enough cash available and that they would mail me a check instead. They took the sunglasses and gave me a receipt confirming the return.
Now it has been almost a month, and I still have not received my refund check.
I have already called the store. The explanation I received was that people were out for two weeks and that I should receive the check soon. That was more than 10 days ago, and I am still waiting.
This is unacceptable. Chanel is a luxury brand, and customers should not have to repeatedly call and wait nearly a month to receive money that is rightfully theirs—especially after the merchandise has already been returned to the store.
I expect this situation to be resolved immediately. I am very disappointed with the customer service and the way this entire return was handled.

My husband purchased me coco mademoiselle body lotion. It does not smell of anything.
Really disappointed. Have used Chanel products for 50 years and first time tried to complain.
It’s not a cheap product and I have been put on hold for over 30 minutes now trying to get through to customer services.
Very poor customer service for such a high end company.

For anyone in the UK debating whether to buy Chanel products from Boots or Chanel direct can I encourage you to go for Boots? My husband is undergoing cancer in patient treatment at the moment and it is an extremely stressful time for both of us, so I decided to cheer myself up with some Chanel bath products. Due to availability issues, I had to order one product from Boots and one from Chanel. The Boots delivery was no problem at all they used Royal Mail and because I am visiting my husband every day and was not there for delivery it was left in my designated safe place waiting for me when I got back from the hospital. Chanel on their website had not indicated that they have an agreement with DPD that their products cannot be left in your designated safe place so I have ended up paying £9.99 extra for delivery at a specified time so that I do not miss it while I’m at the hospital. Had I known this I would not have placed the order with them. I complained to what might laughingly be called Chanel’s customer care team who didn’t seem to care at all frankly. I thought at the very least they might offer to refund me the £9.99 but I was over optimistic. They were very sorry, but that sorrow did not translate into any action. I’ve had to cancel lots of things in recent months because of my husband situation: holidays, theatre tickets, hotels bookings and I have to say so far everyone has been marvellous generously refunding even non-refundable payments far in excess of anything I expected from Chanel. Theirs has been by far the worst customer care response.

Dear Chanel Customer Service,
I thought buying a mascara from a high‑end brand would be simple. Silly me. The product arrived dry, clumpy, and unusable within days — impressive, considering I’ve used it before and know what it’s actually meant to look like.

I contacted Chanel, was told to use the returns page, and of course my order number wasn’t accepted. So I contacted Chanel again. You kindly emailed me the returns process — the same one I had already followed. Day 2: you informed me you had now done the return for me. Lovely. Then you told me to use the QR code to send it back. Except there was no QR code.

Day 3: no response. Day 4: a brand‑new email taking me right back to the beginning of the returns process. And so it continued, round and round, for an entire week. To date, I still have no resolution.

For a company that prides itself on being the pinnacle of luxury, the experience feels more like the emperor’s new clothes — all show, no substance.

Never again.

Regards

I’ve been using Chanel Cristalle eau de parfum for about 20’years. Lovely fragrance and very long lasting. But the last 2 bottles have been very disappointing. The fragrance doesn’t last at all. A complete waste of £150. Even the assistant - when I went back to complain - admitted she’d had other complaints. Suggested I complained direct but looking at other reviews, I doubt I’ll even elicit a response. Needless to say I don’t buy it now but really miss it. I tried Chanel 19 hoping it was just Cristalle that had been watered down but just the same. Doesn’t last..

indians finding this is like luffy finding the one piece

I purchased their sunglasses and returned the sunglasses the next day because I didn’t like how it fit my face. The return was delivered on August 6, never heard anything back until today so I called them and they told me that they received an empty box(?) no sunglasses…? Huh? I’ve never heard of anything like this before from any other brand! What type of new gaslighting is this?! Never purchasing anything from this brand ever again!
Now I have no sunglasses and no refund

First, it takes them one week to send an order because they have holidays. Second, their delivery company fails to deliver and the package is returned. Third, they ghost me and don't want to refund unless they receive the pacakge, which is delivery company's responsibility. Chanel XDDDDDD

After buying a 100mi bottle of Chanel Chance and using a few mil. the aerosol became defective and would not spray. I returned to the shop but their rep, was not on duty and on contacting Chanel the company refused to help as I had not kept the till receipt I sent a photograph of the almost full bottle, and the box and carrier but they refused to help. Who keeps till receipts for perfume? Electrics things which may be faulty but not cosmetics. After several Emails they are intransigent they will not replace an almost full bottle of their scent hardly the action of a ‘high class company’s ’ customer relations

About a month ago, I went into my local Chanel store on the UWS of Manhattan to purchase an eye shadow (les 4 ombres, 324--blurry blue, batch code 9601) and noticed after a few applications that the shadow didn't come off well onto the applicator, nor did it come off of the applicator onto my lid. I certainly know how to use eye shadow and have no problem with cheap, drugstore brands or other high-end products such as Dior. The store manager today did absolutely nothing except point me to 800.550-0005 (customer care; quite a misnomer), who said that he was only involved in online purchases and that this was a boutique purchase. What does it matter? Chanel is Chanel. The customer service is very poor and they obviously don't stand behind their products. I use their eau de parfum (Chanel No. 5), mascara (les beiges), etc., but I will no longer frequent this store and will think twice before every purchasing another Chanel product.

⚠️ Thinking About Buying a Luxury Chanel Bag? Please Read This First.

I never imagined I would be writing a review like this.

I invested thousands of dollars in a Chanel handbag because I believed I was purchasing exceptional craftsmanship, outstanding quality, and the level of customer service that should come with a world-renowned luxury brand.

Unfortunately, my personal experience has been very different.

After careful and normal use, my handbag developed a significant issue with the leather losing its color and finish much sooner than I expected for a product in this price range.

I contacted Chanel hoping they would carefully review my case and stand behind the quality of their product. Instead, I was left feeling that my concerns were not taken seriously and that I did not receive the level of support I expected from a luxury brand.

In my personal opinion, when customers invest thousands of dollars in a luxury handbag, they are paying not only for the name but also for exceptional quality, accountability, and professional customer service when problems arise.

Sadly, based on my experience, I did not receive that.

This experience has significantly changed my perception of the brand. At this time, I do not believe I will purchase from Chanel again.

If you are considering buying a luxury handbag from Chanel, I encourage you to do your own research, compare different luxury brands, and make an informed decision before investing such a significant amount of money.

This review reflects my personal experience and honest opinion as a customer. Your experience may be different, but I believe it is important to share mine so that others can make their own informed decision.

Incredible unhelpful online customer service.

I have always loved the experience in the boutique, but because I was pressed for time, I decided to order through the website for the first time. Unfortunately, the package was delivered to someone else, and neither the retailer nor the delivery company can tell me where it was delivered or who received it.

There appears to be no way to track the package down, and no one can explain why the signature provided is not mine. I also find it unacceptable that an order of this value could be handed over without properly verifying the recipient’s identity.

The entire experience has been extremely disappointing, especially considering the level of service and trust I have always associated with the brand.


Please do not order online!!!

I expected a lot more from Chanel, honestly. The bag I ordered looked great online, but when it arrived, it didn’t quite match the color in the pictures. It seemed a bit darker and the texture wasn't as luxurious as I thought it would be. I've always loved their products, but this one felt a little off. Also, the delivery took longer than I anticipated, which was frustrating. I was hoping it would show up in a couple of days, but it actually took over a week. The packaging was nice, but I felt like the overall presentation didn’t make up for the disappointment with the product itself. I thought I’d be excited to carry this bag, but now I’m just trying to decide if I want to keep it or send it back. I’ve had better experiences with their brand in the past, so maybe I just picked the wrong product this time. I don’t know if I’d recommend this specific item to anyone. Hopefully, others have better luck than I did because I really wanted to love it.

Doesn’t deliver, no customer response.

Visiting Chanel made me think of “Seinfeld” and the Soup Nazi’s catchphrase “No soup for you!”
After a morning hiking, I ventured into Chanel to congratulate Chrissy on her new position. There amidst Matthieu Blazy’s designs, I met Chrissy’s “trainer,” who had likely flown in from corporate headquarters. Since I rarely hike in stilettos and Chanel couture gowns, I presented as myself in a DEI cap, a glop of La Roche-Posay on the tip of my proboscis, scuffed hiking boots, and leggings bespeckled with trail dust.
Inspecting me as if I were a relic from the defunct Carville leprosarium, Chrissy’s commandant proceeded to interrogate: “Where are you from? Have you ever shopped in Chanel? Who is your Florida fashion advisor?” Chrissy, possibly one of the kindest souls on our planet, came to my rescue by trying to tell her chaperon all about me while assuring her that I do spiffy up at dusk. She wanted nothing to do with me. I cut my visit short.
When I gave Chanel a second try, I wore my tennis outfit. A guard looked me over, held the door shut, and informed me that no one was available to assist me. “No soup for me!” Apparently, it was Chrissy’s day off.
No store has ever denied me access before.
I am a good Chanel customer and I've shopped Chanel all over the world

Why would you a buy expensive apparel that is produced with 5 % of their value with a disrespectful customer service that doesn‘t value their customers. Shop assistants that are not educated but treat their educated customers that pay well earned money as low class. How low do we think of ourselves ?

Love Chanel No. 5 especially the body lotion. But not a lover of the slidey top. Use this a great deal and it is difficult to use and some times breaks.

Absolutely horrible company and customer service!!! Not willing to refund me for my two orders…. Needed to file a fraudulent credit card claim…. The worst!!

The customer service is absolutely terrible. No one is willing to take responsibility for a faulty product—not the retailer that sold it, nor the manufacturer. Considering how expensive these products are, it's extremely disappointing that there's no support or return policy if the item was purchased through a third-party retailer. I expected much better after paying a premium price.

The most inhumane customer service I have ever experienced.

Everyone knows that Europe is currently facing extreme heat, with heatwave warnings across many countries. Despite this, the Chanel boutique in Barcelona forces customers to stand outside in the direct sun for more than an hour, without any apparent concern for their health or well-being.

People who simply want to enter the store and make a purchase are expected to wait for hours in the scorching heat. As a global luxury brand, Chanel should treat all potential customers with respect and provide basic care or notice them that the line takes one hour !
Luxury is not just about the products you sell; it is also about the experience you provide. Unfortunately, my experience with Chanel Barcelona was the complete opposite.