CHANEL South Coast Plaza Store — Local services in Costa Mesa

Today’s shopping experience at Chanel was one of the most insulting experiences I have ever had. I came to Chanel to celebrate my upcoming birthday to ask a question about a purchase I made regarding a defective product I purchased as well as to purchase a pair of boots for myself. There was a small line outside the store (around 11am or so) approximately 10 people long. Not bad. My friend and I waited patiently until we got to the front of the line. While we were at the front of the line, we witnessed at least 8+ people leaving the store yet they didn’t let us in. We were told by the security gentleman out front that we weren’t allowed in due to a “policy” that after customers left the store, the store had to “disinfect the store and items” before the next person could come in. While we waited, we saw no less that 6-7 employees standing around looking at a computer, talking, laughing, and not cleaning anything. We witnessed no less than 6 employees come in and out of the store for various reasons. Yet they didn’t let us in. Then, one of the employees recognized someone in the line 10 people behind us, greet them, took them out of line and brought them into the store completely disregarding everyone else who was waiting patiently. Frustrated, I voiced my concern to which I was told that this couple was “purchasing in the jewelry department” and continued to make everyone else wait. Apparently, if you purchase jewelry you get to skip the line and go in. This was rude and completely disrespectful to everybody who waited in line patiently. It was a blatant lie to everyone else that they had to “disinfect the store” but not for special clients. Now, what makes me upset is that your employees had no idea what I nor anyone else was going to purchase, how much anyone else was going to spend, and clearly you value only certain clients who you know and not the mass of everyday clients who actually sustain your retail business. Clearly you feel that you have to lie to us and devalue us as clients. You made us feel unimportant, not worthy, and profiled based on your perceived notion that one client you know would spend more than the 10+ clients in line that you didn’t know. In this day and age I thought you would know better. It is not a good feeling to be lied to, not valued or respected, and I will take my business elsewhere to spend my money. That may not matter to you, but feeling respected and valued is...

I don’t know what happened to Chanel, but I’m pretty sure Coco herself would be disappointed as well. I started my Chanel collection when I was in my 20s. It’s almost 30 years that I’ve been a Chanel Shopper. In recent years many of my items aren’t long lasting anymore. I believe the quality and the craftsmanship has declined incredibly. Here at this location the wait times can be maddening and if you are new, I feel bad for you. I’m not sure why they don’t t have an appointment system like in France. For the price we pay, Chanel should have a nice waiting room or at least a bench lol. Honestly, you can find better treatment at Nordstrom. The quality, I’m not sure if I’m a big fan anymore. I think I’m more distraught than the brand itself in regards to not “wanting “ that piece. I find myself leaning towards other brands that I know I can man handle and get good use out of it. I don’t buy for brand name, but for well made. Another issue is that because my items have been falling apart within 4 months of purchasing, I’ve recently become acquainted with the in house repair department. This is convenient, but dreadful. I submitted my new almost 2 grand sandal for repair. The leather unraveled leaving the buckle to fall off. Insane for a Chanel Sandal that was only worn 4 times at the rate of 3 hours max. It’s been nearly 4 months and the sandal hasn’t even been submitted for repair. It’s still being “observed “. I think this is extremely bad service for this Chanel and items seem to not be inspected well prior to sale. The employees here treat the items as if it we’re a 2nd hand store. They pile the shoes and items on top of each other and scurry to the back. I don’t think they truly understand Chanel, but at the same time maybe they also know it’s not worth the price tag hence their treatment of the products in the store. The guards at the door are annoying, especially when they keep eying customers. It’s a Chanel store not...

BAD CUSTOMER SERVICE. BAD MANAGEMENT.

1/20/2021 - My wife met a friend who has an appointment with Tiffany at 6 PM. They BOTH came in and I waited outside due to their policy. While in the store, my wife wanted to purchase a Coco purse, but Tiffany kept saying that purse won't be available for purchase, even waiting list is more than a year and a half. Disappointed. Then, the next morning, 1/21/2021, my wife got a hold of her sale advisor who she always deal with. Her advisor said she HAS IT IN STORE and arranged an appointment at 1:30 PM. Nice, a purse was just miraculously appeared in store over night and ready for purchase, though Tiffany said otherwise the night before. Maybe she thought my wife was just a tag-along person who was going to waste her time ? My wife, toddler and I showed up a little early. They only let my wife in because of ONE PERSON PER PARTY policy. Fine, I respect their policy, I waited outside with my kid. Then TWO ladies showed up, the manager and the guard let them in. I was curious and asked the guard, he said just wait for a person come out and I can come in. 2 people came out, they let people in the line to come in and I still wait outside. My toddler was getting a fussy and wanted his mom. I asked them nicely again and same answer, wait for a person to come out. I was irritated and started to raise my voice. Then they let me in.

To management: if you have a policy, then enforce it to everyone, equally. STOP treating customers like they can't afford your sh!t. STOP hiding merchandise in the back room.

PS: I attached the receipt here. We showed up, we meant business. In and out quick. Nobody got time to waste here. BTW, my wife's friend purchased the exact purse from the same advisor 30 minutes after we left via phone. Yea, she SOLD TWO PURSES within an 2 hours. I wonder how the waiting list works. Year and a half...