Chanel Boston — Local services in Boston

I’ve been a loyal Chanel customer for years and have visited several boutiques around the world, always receiving warm and professional service—until this experience. I came to the Chanel Boutique on Newbury Street planning to make my biggest purchase yet: the Chanel Classic Flap Bag, knowing I’d be spending over $10K. Unfortunately, the service I received was extremely disappointing.

The sales associate I worked with was cold, unwelcoming, and unhelpful. She barely responded to my questions, didn’t bother to show me the bag in other colors (only mentioned them verbally), and made no effort to offer recommendations or insights. I felt like I was inconveniencing her by simply being there. Despite spending nearly two hours in the store, I wasn’t offered a drink until the last 10 minutes—and even then, only a glass of water. No coffee or other beverages—nothing that reflects the luxury experience Chanel is known for.

I eventually left and went to the Chanel boutique inside Saks Fifth Avenue. Within 40 minutes, I purchased the same bag because the sales associate there was outstanding—attentive, friendly, and genuinely excited to help. She gave me honest advice, walked me through different styles and colors, and made sure I felt valued every step of the way.

It’s a shame because the Newbury Street boutique is spacious and well-stocked, but I will never return due to the unfriendly staff. For a luxury brand like Chanel, customer service should never feel cold or dismissive—especially when making such a significant purchase. I’ll gladly shop at Saks or another Chanel location where the experience matches the elegance...

Sadly disappointing. My husband bought me a jacket this summer for a Christmas gift. This was after he bought a pair of shoes for my birthday in August and a ring for our anniversary in July. My point being, he is a regular customer. At the time of purchase of this jacket, he was assured that they could tailor it to fit me. If they couldn't, they would take it back. Come Christmas, the most beautiful jacket arrives. But Sadly it is one size too small. Into newbury st in downtown Boston we travel only to be met with a breach of the Agreement. They cannot successfully tailor it as promised. And they will not honor a refund or exchange. The sales woman went to get her manager. The manager also refused and began explaining to me that they only buy size 42 for their "special" customers because it would need to be a special order. I have been asking this store to please order me size 42 jackets and shoes for years. Only to be told today that I am not a "special" enough customer to warrant them actually ordering items for me. And in fact, that the sleeve was not too short- but instead my arm is too long. For context, I am 5'9 and 123 pounds. I'm just stunned by the poor treatment. This shop does not deserve my kind and generous husband. I will no longer shop at Chanel on newbury st. If you are looking for a great Chanel , I suggest Dallas Texas. Not only do the want to help you with your needs but...

A very bad experience at the Chanel boutique Newbury Street. Right from the time we walked in, we felt unwelcome. Past experience at other Chanel boutiques has been so different but here, we weren’t even offered water! We went to this boutique with a specific small phone holder bag in mind, mostly for an evening out. Upon mentioning this to the sales attendant, who seemed extremely reluctant to work with us right from the start, passed sarcastic remarks even going to the extent to state “oh is this a birthday present for your daughter” and then seemed surprised when told it was for me. The behavior was totally unacceptable. The bag was only available in the SFO boutique which we already knew since we had contacted Chanel customer service over the phone and had been asked to go in store to Newbury Street to place an order. The sales attendant at the Newbury Street store though was extremely reluctant to help us with this order or in contacting the SFO boutique. In the end, he did put in a request but only after repeated requests. This truly was the worst experience in any designer store till date. Unfortunately, the sales attendant didn’t even introduce himself, so I don’t have a name, but this was the last time we will shop at Chanel Boston. I hope Chanel does a better job at educating their attendants regarding customer service. Extremely...