Chanel Boutique

Dear Chanel,
I’m writing to complain regards to a problem thats created from your Chanel boutique located inside Holt Renfrew on Bloor St Toronto Ontario. I am very very very upset on how they handle the situation. This is not the type of customer service that anyone would expect coming from such a high end luxury brand, this is the worst experience I ever had. I hope this email will help me solve my problem, and at this point I will not go back to the store to have to resolve.
My story started with bringing a Chanel WOC and a chanel necklace into the location that i mentioned above, i was told that i would need to pay for the cost for repairing the necklace or the bag, which i agreed and both item will be repair local which i assume it will be in Toronto as well, the necklace is the pendent fell apart and the bag is on the strap the leather part peeled off. The next month or so i received a phone call from the store to ask me to come in to pick up the necklace. I was expecting to pick up both items at the same time, but i was told that they dont have the bag yet, and was told that it does takes longer and they will call me as soon as the bag comes back to the store.
After months and months of waiting. i went to the store to check up on it whenever i get a chance which is at least once a month. The bag was drooped off in August 2015, i decided to visit again in December just to make sure that they did forgot to call me due to the busy Christmas season, but not only that the bag was not there and i was told again and again that they have to check with the repair center to locate the bag, and they will call me back within a week. I waited and waited until January 2016, i still haven’t receive any phone calls back from the store, this is really getting on my nerves now, i waited for 6 months and from going back and forth to the store and STILL NO ONE EVER bother to give me a call to let me know whats going on. I cant believe this is happening to me with CHANEL, its heart breaking from such a high end brand. I truely believed that i am not a valuable customer at all, i was devastated from all my purchases over the years.
When i called the store again in January which is 2 weeks from today, the operations assistant name «KHOI H. LANG» which is the same person i spoke to in December 2015, that he promised that he will call me back. I was told that they’re still searching for the bag. I was shock, because that means the visit from December was forgetten. Over the phone he told me that he will try his best to locate the bag, i cant believe this I’ve hearing this answer over and over and over again for the past 6 months. Thsi time he promised me that he will call me back again in a few days, which he did. I was so happy when i saw my call display, thinking that they found my bag, but guess what, he told me that they cant find the bag at all, they tried everywhere, but they can offer me a store credit for the value of the bag. I was tearing at the moment, this is unbelieveable! How can you loss such a expensive bag that’s coming from Chanel? Is this even possible? So i asked him how much will they credit my for, its $ 1500 !!! WOW!!! And this was approve by his manager, which i did ask to speak to but KHOI told me this is the best his manager can offer me, WHY??? i didnt ask to be refunded for my bag, and the worst part was that the manger did not even bother to give me a call him self to explain this, which again mean I am not a rich, regular and valueable customer at all at this point. When i told KHOI that i am not taking the credit he told me that they can only be keep searching which HE DOUBT that they will find it and i should just take the credit and buy something else. WHOA, is CHANEL playing a joke with me? and just try to push me off when it was not my fault at all. Not only the service is bad, the customer service is even worst, the second i told him that im not interested in the credit at all, the rude attitude from the tone that he was responding me was even worst, he made it sounded like «bitch, we cant find your bag, get over with the $ 1500, like we’re nice enough to even give you a credit». And if i dont want the credit theres nothing they will do. I also ask him if its possible to replace my bag insead, but he told me that my bag was too old, that i purchased in 2011, they cant give me another one. Is there even a thing call a CHANEL BAG IS TOO OLD??? I can only hang up the call at that point. Thanks to KHOI i was crying at work looking like a miserable idiot.

Chanel was as good as the customer service gets. Upon entering, I was greeted warmly and the lady asked if we needed any help in which we replied that we were just browsing. She was really friendly and I cant remember her name but she was not too pushy and was extremely helpful. My mom of course was in heaven and I don’t blame her either. At the end of the day, we didn’t purchase anything, but will be definitely back to buy something. Chanel killed it in terms of service and it was definitely one of my highlights coming to Yorkville. They had minimal workers to let you look around and the first floor had mostly handbags while the second had more clothes. Chanel set the bar really high and it was enjoyable coming here, unlike Louis Vuitton across the street. Will definitely recommend this location to others.

Good environment and drink was served, felt being treated well here… worth the price :)

Came to Toronto to pick out a chanel bag — check and done! Close to the Holt Chanel location but has a second floor for fashion. This one also offered a wider range of selections from their seasonal collection. I think the lady sensed I was here on a mission and would not leave without a bag in hand. Superb customer service — very attentative to my needs as I tried on pretty much every single black handbag in the store! It goes without question these people are very knowledgeable about their products and are great for making recommendations. I didn’t get that sense of snootiness or pushy sales tactic from her which was nice. A lot of their seasonal product are limited in quantity and is unlikely to be reproduced, so great for people who want a classic label but non repliable. Happy with the purchase and shopping experience!

I would feel a great responsibility to properly represent the legacy of one of the most prominent, relevant, and influential women of the twentieth century; if I worked here, or any Chanel boutiques. Sustaining a standard of luxury and service is the essence of survival in the industry of selling really expensive shit, and this store implores the fail-​safe strategy of keeping their senior female staff. Beautiful, polite, and judgmental women far reaching from the grasp of self-​doubt and that wretched political correctness people fool themselves with for the purposes of conformity.
Over the years, I have witnessed the clientele of this boutique tender in age, and become more focal in ethnicity. Nowadays, it’s unlikely that I would visit here without hearing voices echoing in my native tongue. The attention given to me has inconspicuously risen in both quantity and quality. There are no desperate sales associates fighting over commissions here, it’s not a fashionable thing in a place like this. The security personnel often adopt the role of a Walmart greeter, completing an overall positive atmosphere.
I frequent this location at a set time frame annually, normally for the same item; a Chanel card holder. I once learned from a woman that credit cards and such paraphernalia damages the integrity of wallets, dramatically cutting down the lifespan of fine leather. Virtually every other brand’s selection is plastered with garish logos, and made of rough materials. Only Chanel offers a sleekly designed baby lamb skin card holder in its signature stitching, sporting that iconic logo just small enough to avoid any embarrassment. It’s become a tradition of mine to replace this annually, not because the need due to my overuse and rough handling of a truly quality product, but more because of the highly pleasurable and rare experience of interacting with professional sales representatives. Once someone has been assigned to me, attention is given to no one else, and consummate quality of service even chases me out the door. My business feel appreciated, and isn’t that what we all want – to feel appreciated?
Most accessories can be found on the ground floor, but I feel the upper level can only be deemed as the ‘main’ floor. Suits, dresses, and other garments carefully merchandised visually for a unique browsing experience. Staff is kept to a minimum to allow the patron as much privacy as possible, and a changing area that look like an über shiny house of mirrors. From the exterior, the real estate is unassuming, but upon entering, it does feel almost I’ve stepped into an atelier.
I am far from being swept off my feet, but for any store in Toronto; this is the crème de la crème. Which is also the reason why I believe despite most of the other luxury brand names renovating, or relocation to more grandeur spaces within Yorkville, Chanel has chosen to not bother with the pageantry, and stick to Madam Chanel’s timeless philosophy of understanding elegance through fashion. She is one of only two women accredited with freeing women from the restrictive garments of the Victorian era, I think her store in Toronto can forgo a meaningless relocation.
My most interesting conversation with a woman working here who was helping me choose between the different variation in colours of the card holders, and she apologetically hinted at the red one being a mismatch for me by flat out saying that only a gay man cold appreciate such an item in such a colour. She was right, and she was not afraid to say it. I can’t imagine a single straight guy liking that card holder in red. That takes years of life experience to shrug off the possibility of someone silly becoming offended by her words. When something is so obviously not made for a man, often it just looks odd if it were worn by one.
Needless to say, she saved me a lot of time leading up to the point of sale. Time is money, but in this case money is the last thing she saved me.

The collection here is not too different from their store inside Holt Renfrew (2^nd Floor). They have limited collection of watches and wallets, but change up their handbags from time to time. I never see anyone venture to the second floor to check out their clothing line and shoes (very uncomfortable).
Security is always friendly and helpful to page a sales associate to assist you. The staff here are also very friendly — you don’t sense the usual hostile-​commission-​grabbing attitudes from other high end stores.
Emiko helped me and my mom with our purchase. I think she might be new because she wasn’t able to answer questions like, «What year is this collection of sunglasses?» or «What’s the estimated cost/​time to wait for my watch repair?»
When we were ready to purchase, she took around 20 minutes in the back room. I don’t know if it takes that long to wrap up our items or if she was calculating the total? I suggest they provide a waiting area with ample seating for the guys waiting because there were a lot of men standing around not knowing what to do with themselves.
It’s been two weeks now, and nobody has called me about my watch… I called in and was advised that Judith, the lady in charge of handling repairs, has been sick. I don’t really understand why other staff members can’t take care of this, otherwise, they would deserve a four-​star.

They do have excellent customer service but i expect that anyway since i am paying several thousands for your purses. I just wish other places were like this.
Their styles are very class but to hot to touch for me id say.

I came here with one goal in mind. Buy the wife a handbag.
When I arrived, the security was respectful and greated customers.
A sales rep came to me quickly and offered her assistance.
I really didn’t need to hear how useful the bag was but she was nice enough to elaborate. Once she saw me yawning, she new to cut her speach short and complete the transaction.
While I waited for everything to be wrapped and the transaction to post, other reps were friendly enough to engage in conversations with me (I learned alot about Chanel’s Quartz/​Automatic watch collection)
Very friendly people! Prompt Service, great selection and they know how actively listen to customers needs!