CHANEL Reviews 

Paying thousands of pounds for a luxury handbag I expected it to be of the highest quality. The link to the handle fell apart after only five uses. I have looked after the bag with the greatest of care: it is as new. However when I contacted Chanel customer services they said that I would have to pay to have it repaired and arrange for my own delivery. I have had high street bags that have lasted for years with continual use, yet Chanel think that it is acceptable for an extremely expensive handbag to fail after five wears. There is obviously a design or quality failure, yet they deny either.
I have several designer handbags from Dior, Versace, Valentino, Anya Hindmarch and Chloe, all of which are still in excellent condition. If you wish to buy yourself a luxury bag please consider one of these brands.
I have been a customer of Chanel for over thirty years, but will not be spending my money with them again. I've had better service from Matalan. This company is not premium, it's products and customer service are of the lowest quality, and they are so arrogant that they are quite prepared to risk their reputation rather than replacing a couple of faulty grub screws!

I placed my order on 22 October. By 27 October, I had received no updates, only to discover it had been cancelled without any notification or explanation. I tried contacting customer service through live chat twice, but nobody joined either time. Luxury prices, yet customers are left chasing answers about cancelled orders and their own money. Embarrassing service for a brand like Chanel. Deeply disappointing. 1 star.

I purchased sunglasses from Chanel. Excellent service, beautifully packaged and swift service. Thank you.

I cannot believe how terrible Chanel's customer service has become. This is the second time I have experienced a problem with this brand, and both times, they have failed to provide a satisfactory solution.
The first incident involved a perfume that arrived broken and appeared old. Chanel sent a replacement, but unfortunately, that one also arrived with issues.
Now, I am dealing with another frustrating experience involving a belt I had purchased just days before the logo fell off due to what was clearly a manufacturing defect. I was initially told that the repair would take approximately 10 weeks. Instead, I waited 15 weeks, only to be informed that they could not repair it because they no longer had the necessary replacement parts.
It is extremely disappointing to see how much Chanel has declined in both product quality and customer service. For a brand that considers itself a "luxury" brand, this level of service is completely unacceptable.
What surprises me the most is that Chanel continues to increase its prices while the quality of its products and customer service continues to deteriorate. Customers pay premium prices expecting exceptional craftsmanship, reliability, and service, yet Chanel is failing to deliver on those expectations.
Luxury should not just be about a famous name and expensive prices. It should also mean quality, accountability, and excellent customer service. Unfortunately, Chanel no longer seems to represent those values.
After these repeated experiences, I am extremely disappointed and have seriously lost confidence in the brand

Stinks perfume stinks overpriced TESTED ON ANIMALS!!!!!!! smelt it in airport. No no no

I purchased some lipstick and nail polish. The delivery was super fast and the products are quite impressive, the colours and overall look are superior, I highly recommend them.

My daughter is autistic and loves named brands. She was so excited to be able to buy a chanel lip gloss for 38 pound!!! What a dam shame it was . It leaks every time. She cant put it in her bag at all im disgusted with it! A full refund should be given

Extremely disappointing quality and after-sales service

We are extremely disappointed with our experience with CHANEL, both with the quality of the product and the way the problem was handled.

The shoes were worn only THREE times, under completely normal conditions. Despite this, the paint on the soles has already started coming off and the soles are visibly deteriorating. We have never experienced anything like this with shoes after only three uses, especially at this price level.

We took the shoes to CHANEL expecting the brand to stand behind its product and offer an appropriate solution. Instead, we were told that this deterioration was supposedly “normal” because we had walked in the shoes.

Even more surprisingly, rather than resolving the issue, we were advised to find an external repair service ourselves to repair/repaint the soles.

So the proposed solution for CHANEL shoes that start deteriorating after only three uses is for the customer to go elsewhere and have them repainted? For a luxury brand charging prices at this level, we find this completely unacceptable.

We have purchased from other luxury brands and, in our experience, when a genuine quality problem occurred, it was handled professionally and without making the customer search for an outside repair service. We expected at least the same — if not a higher — standard of product quality and customer care from CHANEL.

Unfortunately, our experience has been the opposite: a very expensive pair of shoes showing significant deterioration after only three uses, followed by after-sales service that did not provide an acceptable solution.

This experience has seriously changed our opinion of CHANEL. When customers pay a substantial premium for a luxury product, they reasonably expect both excellent quality and excellent after-sales support. In our case, we received neither.

We have requested a FULL REFUND and have now escalated the matter to CHANEL France. We will update this review to reflect how CHANEL ultimately handles the complaint.

I had a real issue with the delivery and unfortunately my lovely perfume i ordered was lost somehow but they were so empathic and very kind to me with so much respect.. I will continue to shop there in the future! Thank you Chanel customer support.

I wanted to buy my wife a birthday present. I found a Chanel Stole on their website. I called the Houston Galleria store and spoke with Terry. I gave him the reference number and he said the Dallas store had the item. Terry asked if I had an account and I explained that I did not, but that my wife did. Terry said she would have to be the one to place the order. I explained that it was to be a present and I did not want her to know about it. I asked if I came into the store, in person, and paid for the stole with credit card or CASH, could he order the stole for me. Terry told me that I would have to buy something else first before he would sell me the stole. I guess Chanel doesn't want new customers.

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.