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2.1

I'm here to share my recent unhappy shopping experience: I brought a yellow Chanel Boy v shape clutch on 19/06/16 from the Sydney Westfield Chanel store, the sales lady Koko was so nice and introduced the bags to me, I was happy that I found the bag I like. When I was checking the bag's buckles, she told me the most important part for a bag is the quality of the leather, I checked the bag inside and outside, all good, so I paid for the bag.

She also gave me her contact number in case if I have other questions in the further. As soon as I get home, I open the box and check the bag again, I found one side of the buckles was not working and stocked, I need to manually to lift it back to its place every time when I closed my bad. I came back to the shop next week on 26/06/16 and told Koko about this situation, she checked it and realised it as well, she said she can exchange another one for me, she took the display one from vm area and tried the buckles which was working fine, I don't know how long this bag was on display just the bag's colour looks a bit green compare to the new one, I asked whether I can exchange from other shop? She said she can get another one from the shop on next street around 10min far, I said I don't mind to go there and find the one's working, she said because if I go to the other shop for exchange the staff over there maybe not welling to help.

I'm appreciate her honest, so I waited half an hour later, she came back and open the box, she tested on the buckles and surprisingly one side of the buckle was not working neither! I started to doubt, such high end branded company will make faulty accessories in so obvious way and seems that's the common problems on those clutch bags. After that, the sales lady Koko said the most important part of the bag is the buckles not the leather, and the one on display is working fine, might as well take it rather than use the one's buckles are not working. I think she already forgot what she told me last week in another way around..on that time I already felt very tired and the sales lady's busy as well, I don't want to try another one.

So I accepted the display one. Koko packed it back to the box and we left. Around 20mins later, Koko called my cellphone and said she forgot to give me the receipt, so I have to walk all the way back to pick up my receipt. I thought everything is finally over.

When I got home and open the box, I found there was not dust proof bag attached and there was an extra certificate card with different product code inside the box! I messaged Koko about an extra card she gave me and a missed dust proof bag. No reply! Until another month on 22/07/16 Koko called me about the certificate card and asked me to come back to give it to her, I told her she forgot to give me the dust proof bag which I will come back for it as well.

So yesterday 31/07/16 I came back to the shop and looked for Koko, one of the sales lady said she's busy and asked me to wait, I thought that's an easy thing other staff members can handle, so I gave her the certificate card and asked her to give me the dust proof bag that Koko didn't give me. The sales lady didn't say anything and took the card away(without saying thank you), and gave me a crumpled used small dust proof bag and walked away and there was a white hair on the bag and some dirty marks on the corner looks like food or saliva, so disgusting that I almost throw up! I called her back and asked whether the dust proof bag was big enough to fit my bag and..and...and I didn't have chance to finish, she walked away again not even looked!! She told the other staff to get a clutch bag to show me size comparing the dust proof bag, the other lady took a bag and place on top of the dust proof bag and it fits, she said if you want a smaller bag we have different style of bags and trying to sell their new season stock to me..I felt so sick and tired, I told her I got the bag already, I just want a NEW dust proof bag!

(Without saying sorry) the sales lady came back and gave me another one, end of story!!

After all these coming back and forth three times by someone else mistakes and be treated from those untrained unprofessional staffs, I brought a $5600 bag, not a $5 hamburger. I'm not asking for extra things, I just required to get what I paid for, and I helped to fix their mistakes. But what I got was just rude and ignore... Am I the one should feel upset and angry?!

I feel so disappointed about the whole thing and they are the representatives of Coco Chanel's brand and image.

I don't think I'll come back to Chanel anymore! Thanks!

Reason of review: Not as described/ advertised.

Location: Balwyn North, Victoria County

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I do sympathise with you. For such a large world renown company, their customer service is short of disgusting. I certainly won't be using Chanel products again and all due to bad customer service, which could have been rectified so easily.

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