CHANEL Omotesando Store — Local services in Tokyo

DO NOT GO HERE if you are a real Chanel customer or fan. By far the worst Chanel store I have been to anywhere in the world in terms of stock and service. And I have been to a lot in both developed and developing countries.

I was lied to by multiple staff and what should have been just a few small quick purchases turned into an all of afternoon (I kid you not 1pm to 6pm) ordeal.

I decided to duck in and buy a few gifts for some friends. Literally anywhere else in the world this would have taken me 10mins. I waited for 40mins to be served on a weird ticketing system (Hello McChanel). Then an additional 30 mins once I order a basic Chanel No 5 bottle. I was going to buy more gifts buy this ordeal just made me not want to be in the store anymore.

I went to lunch for 30 mins (literally 30 mins). I told my friend’s partner what I had bought her and he said she’d probably rather lipstick or nail polish. So I went back and said can I exchange these for lipstick and nail polish and purchase a few other things as well.

I was bounced around a number of staff who claimed to speak English but honestly could not pass a Kindergarten exam in English if they tried. Eventually one guy explained that they can’t accept refunds or exchanges in case they’re fakes. I said I was literally just in here 30 mins ago. They went on and one about how it was store policy. Which is bizarre to me given I have exchanged at other Chanel stores for items that cost waaaaaaay more than a simple 50ml bottle of perfume.

In the end I left the store again. Quite upset not at the supposed “policy” but how I was treated by the staff. It was neither Japanese politeness or efficiency nor Chanel customer courteously.

After looking at other stores on this street. I felt bad for my friend. This was her favourite brand. So I went back and purchased the otter gifts. When I went to leave, I left the No.5 bag and box on the counter and said, “I don’t want it. You keep it. If you really think someone would bother to put a fake in its place and wrap it up in the gift box with the bow and everything in 30 mins. Just to scam a measly 10,000 yen (100USD). Then you can kept it.” The staff member then had the audacity to say, “It’s store policy that if you bought something you have to take it.” I said, “Then why don’t you take it as my gift to you.” Then I walked out.

Magically the Store Manager appears and comes after me before I could leave.

This is where all the lies begin to unravel.

I was told I was speaking to the Store Manager (who was actually some other random staff staff member so it seems). The actual store manger said it was fine to refund and apologised. Since I can’t exchange anyways as I just purchased all the other gifts I got for my friend.

I will be writing a formal complaint to the Japan and French head office. As a regular Chanel customer at the Hong Kong, London, Amsterdam, Bangkok, Singapore, New York and Paris stores I have to say this is by far the worst Chanel...

What a masterpiece in how NOT to treat a customer. Chanel Harajuku managed to turn what should’ve been a luxury shopping experience into something that felt more like a public humiliation.

Despite the store being completely empty, I was made to wait outside like some uninvited guest — apparently because I wasn’t dressed in enough logos to meet their “fashion purity test.” Profiling at its most pathetic. You’d think spending money on a bag here would earn at least a hint of respect, but no — here, attitude comes free with every breath of air they let you share.

Inside, the staff delivered a flawless performance of cold indifference and snobbery. No greetings whatsovever, cold shoulders, no offer of water, no offer to take a seat, no chance to use the toilet — not even a shred of common courtesy. Apparently, only their staff’s bladders matter here. They wouldn’t even let me take a photo of the bag I’d already paid for. Apparently, the sacred walls of Chanel Harajuku must be protected from the likes of… their own customers?

And let’s be clear — the staff here are a disgrace to the Japanese standard of hospitality. Japan is known for its respect, warmth, and humility — but you’ll find none of that here. The arrogance in this store could power Tokyo for a week. It’s almost impressive how they’ve managed to take everything Japan stands for and stomp all over it in designer heels. The top requirement for being an employee here must be to possesive narcissistical and egoistical traits.

If you enjoy being judged, ignored, and treated like you don’t belong — by all means, come here. Otherwise, do yourself a favor and shop anywhere else. Chanel Harajuku isn’t luxury — it’s elitism with zero...

I had the pleasure of visiting this Chanel boutique, and I must say — the experience was truly… unforgettable.

I made a point to stop by here before finalizing my purchase, despite receiving excellent service just around the corner at Christian Dior. I assumed the same level of hospitality would be standard across luxury brands — how naive of me.

The staff here seemed deeply burdened by my presence. Each request to view an item was met with visible reluctance, and the energy was… minimal, to say the least. I wasn’t offered any alternatives or suggestions — just a lot of sighing and shaking heads.

When I finally chose a bag (yes, despite everything), both options presented had noticeable defects. Upon politely asking to see another, I was met with a silent refusal. No explanation, just a firm “no” with a smile that somehow made the experience feel even colder.

No water offered, no warmth, no sense that a customer’s presence mattered. Perhaps this level of service is an artistic choice — minimalist, like the boutique itself. Or maybe it’s a cultural nuance I failed to appreciate.

Either way, it was...