CELINE New York Madison Avenue Store — Local services in New York

Update: Kimble, a supervisor reached out, he was incredibly professional and made this situation right. I adjusted the review, however I will leave it up for people to be aware of what is within the realm of possibility.

The clothes and store are beautiful and there a lot of positive aspects about this brand. However my most recent experience left quite a bad taste in my mouth and I want people to be aware of it when choosing to purchase from this particular location.

I purchased shirt last week from an excellent associate, who was professional and amicable. We discussed a few pieces as the fits are a little different in their new menswear collection, and I decided to try on a shirt at home before committing to it. After a try on at home, I decided it wasn't what I needed it to be for the price and decided to bring the garment back.

I finally make it back to the store, find the same associate, we process the return and I assumed that was that. I was wrong. An hour later I get a call from the store manager, Lisa, saying that they found a "huge stain" on the side of the shirt and it was not eligible for return that I needed to come back because the return had already been voided. Admittedly when I got there, my overall feeling was mostly embarrassment. I take issue with returning clothing full stop, nor would I ever want it to be assumed that I tried to get away with something I shouldn’t have.

I was about to leave when it dawned on me, how was I supposed to trust that the stain hadn’t occurred within the hour of my having returned it and the shirt was in their possession a thought that dawned on me primarily because her abrasive demeanor. She said to me that there was no way it could have happened that only three people handled it in that time. I asked her why I was supposed to just trust that answer, given that I could tell the same story with less people involved. She literally shrugged at me. She said she understood my point and it’s a matter of one party having to trust the other. Which I followed up with, but why is the service provider not trusting the word of the client. Again she physically shrugged at me. Seeing that I wasn’t going to get anywhere with this person who had no intention of working this out amicably, I decided to just remove myself from the situation and follow up through other means.

I find it strange and insulting that a luxury brand would not take ownership of their own internal decisions. The return had been processed. She could have corrected the employee and moved on, which any other brand of this caliber would have done. And worse, making the customer come back to the store and forcibly spend money on something that there was no proof I caused damage to. Especially as they debut their men’s line and try to build a customer base. If people like Lisa are the ones leading that charge, I fear the line may be in trouble. It was handled very poorly and I still should not be responsible...

Hark! Upon yon Sunday past, I didst venture forth to the hallowed halls of Celine, a sanctum most gleaming and free of dust, where the air smelleth not of peasants nor plague, but of luxury and lightly-spritzed bergamot.

Lo! The garments! Threads so fine, I did think them spun by silken spiders of Olympus. Each robe did whisper, “Buy me, noble lord!” And verily, I was tempted.

Enter Ozzy, nay, not a mere shopkeep, but a wardrobe wizard, a sartorial squire, a hydration herald who, with hands swift and spirit warm, did offer me not one, but two bottles of enchanted water! Forsooth, I knew then, I was not merely shopping… I was ascending.

Whilst chaos did roar beyond yon glass (protests, curses, and trumpetings of the mob), within, Ozzy did create a haven of calm, a boutique Babylon, where fashion reigned and worry was banished.

Later, as I did promenade past Celine’s closed gate, what vision did strike mine eye? ’Twas Ozzy, alone, diligent, noble, aligning frocks and tunics with the precision of a monk illuminating sacred scripture. Such care! Such devotion! Methinks he doth not fold garments, but compose sonnets with sleeves and collars!

I declare, upon my next quest to Celine, I shan’t enter without Ozzy at mine side. Nay! He shall be my garment guide, my textile tutor, my cashmere confidant.

God bless thee, Ozzy, steward of style. Thou art a treasure greater than a double-stitched leather tote. Long may thy...

I’m extremely disappointed with my experience at Celine NYC and feel completely swindled by the store associate’s dishonesty. I was very clear that I needed a crossbody bag because I have two young kids and need to be hands-free. The associate assured me—promised me—that the crossbody strap would be delivered within 2–3 weeks if I purchased the purse that day. I spent thousands of dollars based on this commitment.

Weeks passed with no update. I finally reached out two months after the strap was supposed to arrive, and they told me they’d look into it. A week later, I followed up again, only to be told the strap was no longer available in the U.S. and that I could try calling other stores globally. I managed to track down what appears to be the last strap in the world (in Australia)—which was defective—but I was desperate. I asked Celine if they could help me get it shipped to the U.S., especially after I had done all the legwork. Their response? They can’t help and will only refund the original strap.

Three months and thousands of dollars later, and I still don’t have what I was promised. It feels like the associate said whatever he needed to make a sale and collect his commission, with zero regard for my actual needs.

Do not trust them. The experience was misleading, unprofessional, and completely disheartening—especially from a luxury brand...