Chanel Repair

At the end of July, I shared with you that my Chanel bag broke; more specifically, a screw came loose which left the closure plate on the bag dangling. I wanted to resolve this issue right after I wrote about it, but Vlad and I were already in the process of moving to Florida. (More specifically, we’ll spend half the year in NYC and half in Florida–more on that soon!)

I tried to make time to pop over to the Chanel boutique on 57th street in NYC before we came down to Florida, but in the rush of moving, it just didn’t work out. Once I arrived in Florida, I thought for sure I’d to make it down to Miami to go to the boutique right away, but the first few weeks have been super hectic and I didn’t make it over until this week.

I can happily report that my bag is completely fixed. In fact, I experienced the best customer service I’ve ever received. Chanel’s customer service team read my story and reached out to me via email. The representative emailed to let me know they’d like to help me fix my bag and asked for my number to talk it over with me.

As I reported previously, the screw coming out of my bag wasn’t something that I found atrocious. Over time and with use, bags will wear a bit, and of issues you can have with a bag, a screw falling out is a best-case scenario because it’s a straightforward thing to fix. The customer service representative called, was apologetic and got straight to the point: they wanted to help me fix my bag. She said she would help me set up a time to pop into the boutique and have it taken care of.

Chanel Reissue Bag

We set up a time for me to go down to the Chanel Bal Harbour boutique, and I intended to do it two weeks ago. It’s a 45 minute drive from our new place, and we have painters and a floor company in the house right now, so I just didn’t make it down. This week, I finally had time to hop down to Miami, but it was last-minute and I didn’t let the customer service rep know I was headed down at the time.

Though the customer service rep had set up a time with me and someone to meet in the store, the day I went no one expected me. However, I was promptly greeted by a sales associate, and right away he asked how he could help. I explained my predicament and he told me he would take my bag to the back to see if they had the screws and they would try to fix it on the spot. He came back out about two minutes later and let me know that they didn’t have the exact screws that my bag originally had, but they had similar ones that they could put in now as placeholders while they ordered the right screws for me. I loved this solution because it meant I didn’t need to send my bag out; I got to take my bag home, and the store fixed it so I could use it right away.

I was so thankful that the sales associate came up with a plan for me that let me use my bag and eventually still correct the screws as well. I thought it would take a while, but last night, I got a call letting me know that the boutique had the proper screws. Chanel then asked if I’d like to have them schedule a pickup with FedEx so I didn’t need to go down to the store–talk about going above and beyond.

Chanel Reissue Bag

Earlier today, I hopped in the car and headed to the boutique. I was the first customer in the store right as it opened and the store manager was the one who took care of me and fixed my bag. It took about 10 minutes to fix, and I wandered the store lusting after some of the most beautiful exotic Chanel bags I’ve ever seen. From the most delicious orange alligator Classic Flap to my current obsession, the black python Boy Bag, my love for Chanel was reinvigorated with the items I saw and the customer service I received.

I’ve heard so many not-so-great stories on PurseForum and via email when it comes to luxury customer service, from brands charging people exorbitant amounts to fix their bags to having to send out items for months at a time for small repairs. But this experience has been everything from accommodating to enjoyable. Thank you, Chanel, for taking care of my bag, both when you knew I had an audience for my issues and when you didn’t.

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  • Trina

    I have to say that you got this 5 star treatment because Chanel knows that you are the owner of Purseblog and your ordeal will hurt their brand badly. I could imagine if it were me who actually got the problem, they will make the repair so difficult that I’d rather sell the bag away..imho

    • Mya Wilkes

      To be honest I think I agree. Although I don’t think they’d intentionally want to frustrate you, but yes, it probably won’t be at the snap of a finger. Either way, I’m glad Meg’s was able to get it fixed ASAP!

      • http://www.purseblog.com/ Megs Mahoney Dusil

        The service I received should be given to everyone – it was Chanel trying their best to rectify a situation. I wish it could be that way for everyone that goes in needing help!

    • Katherine

      I absolutely agree. I could not read this without feeling suspicious that this would not be the case if anyone else had encountered the same issue. It’s great that you got good service but I believe all customers are entitled to excellent customer service.. unfortunately, I don’t think Chanel agrees. (And this is coming from someone who owns multiple Chanel bags.)

      • http://www.purseblog.com/ Megs Mahoney Dusil

        I wonder if part of the ease of helping me was because a screw came out which was an easy fix. If they had to send the bag out for repairs, it would have taken about 6 weeks I was told by a different SA.

    • Rhianna

      I agree, going above and beyond to help Megs out is well worth the time and money for the good publicity it generates. At my local boutique it seemed like too much of a problem to fix my shoes when I went in with an enquiry about a repair. So now I have expensive Chanel shoes sitting in my wardrobe which I can’t wear for fear of the problem getting worse.

      • http://www.purseblog.com/ Megs Mahoney Dusil

        That’s simply not right. What happened to your shoes? I would ask to speak to the manager

    • Ana

      100% agree with this post. I’m glad you got your bag fixed, Megs – especially with the hassle of a move – but let’s not forget that they likely gave you special treatment. I mean, have you ever heard of customer service giving customers a call to come in for repairs?!

      • http://www.purseblog.com/ Megs Mahoney Dusil

        Nope, that part was definitely special treatment, you’re right.

        I have another bag that needs some repairs from Hermes, but that will probably be a completely different story. We shall see!

    • http://www.purseblog.com/ Megs Mahoney Dusil

      When I posted about the issue in the first place, it wasn’t with the intention of having Chanel reach out to me directly or give me special treatment. In fact, I realized it could upset Chanel to see me speak openly about the issue I had, but I wanted to share with you all. When customer service reached out to me, it was because they saw my issue on PurseBlog, you’re right.

      However, when I went to the boutique, the SA I worked with was not expecting me or knew ‘who I was’. I never go into stores and tell people about the site or what I do and the person Chanel asked me to ask for wasn’t in and I just spoke with the SA that first approached me.

      I think the start of the process was 5 star treatment as you said because Chanel reached out directly because of my post on PurseBlog and the part that followed was good customer service.

      But I don’t want to be naive, I realize that I still was given different service because of PurseBlog and that isn’t something I like. I think everyone should receive the same service – whether you walk into a store in workout clothes or dressed in designer wares and whether you have a platform like PurseBlog or hold a job in a completely different field. But that isn’t always the case.

      I hope that the service I received from the Bal Harbour boutique is something that happens for many of you if you have an issue, because it should be!

    • Maya

      I totally agree!! They know how many people read this blog… Well, maybe they got the message and will start to treat people decently. My last experience at a Chanel store in Geneva was horrible!! They had me wait on purpose to make me leave…I thought that was rude and very bizarre!! Anyhoo…

    • Guest

      I tried to get my bag repaired today at the chanel boutique in Dallas. I just wanted to fix the knob on my classic flap. They told me they do not do any repairs in house and they would have to send the bag to a vendor for repairs. They would not even stand behind timing saying they had no control over the process and it could take up to 14 weeks. It sounded ridiculous to me. I would not expect such terrible customer service for a 4400 bag, I decided not to go through the terrible pain and uncertainty on timing of having it repaired. Your situation is simply not a realistic one I am sorry to say.

  • Luvbags

    I agree with the comment

    • louch

      Yep me too. I’m happy they fixed it for you Megs but this publicity for them is priceless.

      • http://www.purseblog.com/ Megs Mahoney Dusil

        My broken bag post got a lot of people talking and I’m sure Chanel really wanted to rectify that. I posted about it because it happened, and I posted about the bag being fixed – but the first post is probably not what a brand wants to see

  • PJGambler

    My Chanel bag repairs are always sent to “France” supposedly and I don’t see them for 3-4 months-so I think you have an advantage most of us don’t– but am happy your repair was done expeditiously.

    • http://www.purseblog.com/ Megs Mahoney Dusil

      What has happened to your bags? I think because I just had a screw that came out that was an easier fix than other things that could have gone wrong

      • PJGambler

        On one heavy chained caviar tote, the Chanel medallion came off the zipper and I just wanted it replaced. I brought in the broken one where the Chanel letters came off so they’d know what to duplicate. That went to France. Four months later it came back looking great-they took the time to replace the medallion and wipe down the outside of the bag.
        Another Red flap bag lost a screw, similar to yours so I could not close it. I can’t remember how long that took. My black calf Chanel shoulder bag went in for refurbishing and 3 months later, after hearing nothing from the Boutique, I called and was told they could not do it, so Chanel offered to send it to a local repair shop for $295. I thought the price was fair so said “OK!” It doesn’t look that great now so I rarely carry it, (except for going to dog shows) Two other Chanel bags I took to local leather repair shops after that last episode. One wallet I simply returned to the Chanel boutique because the damn metal click wouldn’t stay closed, and another wallet was refurbished at a local leather specialty shop.
        I’ve now started purchasing LV, both bag and wallet, so will see how that goes……

      • Kat

        I had a screw missing and same issue and took 4 months . I am happy that it worked well for you Megs but I do agree it’s probably for free publicity on their end.

        I do hope they read the comments though and they decide to finally give customers the after care we deserve especially since we spend a lot of money on the bags !

      • PJGambler

        Yes, what happens is that when the screws get loose, etc and you take them back to the boutique, the answer usually is “we don’t do repairs here.”
        One time when I was on vacation my classic Chanel black flap bag got loose and we happened to be in the company of a do it yourself carpenter who had tiny instruments with him-I asked if he could fix my purse and he did, right at the lunch table!! I haven’t had a problem with it since!!

      • http://www.purseblog.com/ Megs Mahoney Dusil

        I was worried it was going to be a hassle and I had already told Vlad we could just go buy a couple screws and he could fix it for me.

      • http://www.purseblog.com/ Megs Mahoney Dusil

        Yea, I don’t understand how it would take them 4 months to fix a screw. It’s such an easy fix, it took them about 10 minutes from when I was greeted until I had the bag back in my hands in a Chanel shopping bag. 4 months makes ZERO sense and truly is unacceptable

      • b

        That makes me question the quality of their bags if you have had issues with multiple ones. Are you hard on your bags or do you baby them?

      • PJGambler

        I have purchased several over many years, but used them regularly-I’m in and out of them a lot and kind of a high energy person so not the lightest touch in the world, but keep each wrapped up after use. I have problems with chains and closures–

      • Luvbags

        The patent leather part of the chain on my other bag was stored in its bag and per the chanel sa, part of the patent had “oxidized”, so it had a whitish substance on it and not a shiny deep red anymore on some parts of the chain. She told me that chanel can’t replace it or repair it, but otherwise the chain still works fine. And then redirected me to the shoe cobbler department of Nordstrom!? To see if maybe they can help me instead! (. Oh well, it is not the end of the world.

      • Luvbags

        I take care of them very well, am not hard on them at all( especially since I spent a lot on them) which makes it hurt more( when I saw the stitch of the white one coming loose, I thought about having chanel repair it, having a local shop repair it which might come out sooner and cheaper, but ended up just placing it back on my shelf( where it’ll probably stay because I don’t want the damage to become worse now.

      • Luvbags

        I had a problem with the patent leather chain which wasn’t fixable per chanel When I went into their main
        store at Costa Mesa. They instead directed me to the nordstrom shoe leather department?!(. My other chanel bag had stitching coming off, so I don’t use it anymore. But I still love the chanel WOCS. My prada and Lv bags have never given me any issues, thank god. For the price you pay for chanel, I find it just isn’t worth it… Except for the WOC which I will always love, hopefully I don’t run into any issues with mine,

  • Micheline Drebert

    believe the fact with the comment copy of popular movie jackets

  • Rennah

    How funny, I was just thinking about your bag the other day. Gosh it’s a beautiful!
    Why the move, or have I missed that post somewhere?

    • http://www.purseblog.com/ Megs Mahoney Dusil

      Post on the move is coming!

  • Kitty

    Maybe it’s the Chanel store you go to for repairs!? I live in Miami and I’ve gone to get repair on earrings at the Chanel Store in Bal Harbour and they were fantastic! I have the CC studs with gems on them that fell off and they fixed them and cleaned them for me at the store. It was a long time ago but I remember they kept my earrings for a couple of days and FedEx them to me when they were ready as I didn’t have time during the week to pick them up. So maybe the Bal Harboour store just has great costumer service. Either way Megs I’m glad you got your bag fixed without any hassle. And I look forward to reading on your move to Miami!!! Hope you’re enjoying it so far! :)

    • http://www.purseblog.com/ Megs Mahoney Dusil

      I didn’t post about the move yet! Will share more this coming week!!

      Yes, the store was fantastic and I truly believe the store was giving extra great service and it seems to be what they do! I’m glad to hear another great story of customer service from that store. They are doing their jobs well!

  • http://www.thebaghoarder.com/ TheBagHoarder

    Glad that your Chanel bag is fixed! I agree that you’ve got a 5 star treatment in the Chanel boutique because you’re Megs and that not everybody gets the same treatment as you. But I also think it depends heavily on the store and sales rep. I’ve had several different experiences at Hermès in diffrent boutiques and countries that ranged from really really bad tot more than great.

    • http://www.purseblog.com/ Megs Mahoney Dusil

      Yea totally agree. Honestly, much of my experience was awesome because the SA’s at Bal Harbour were awesome.

  • Zezza

    Reading the comments I can’t believe it takes 3-4 MONTHS to repair Chanel products. I am sorry chanel this is unacceptable for an item that costs a bomb and it breaks THEN you wait months for it. No logic there. Sorry, they need to pick their act up on this issue. Meg’s with the Hermes repair, perhaps try an alias name to see if you receive the same service???

    • Angela Brown

      I’d be very interested in seeing an experiment like that. No disrespect but they know who Megs is. They aren’t stupid. Of COURSE she’s going to get great service.

      • http://www.purseblog.com/ Megs Mahoney Dusil

        People in stores don’t know who I am ever. I don’t tell anyone in a store about our site and I don’t post my face on here very often (I know you can see a small image when I comment, but nothing like a style blogger). No one ever knows “who I am” – and I much prefer it that way! I want to get good service because it’s what a brand and person stands behind, instead of thinking they have to do something special for me because I have this website.

        In this case, the store was most likely told I was going in, but they didn’t recognize me and I didn’t introduce myself in a way that gave away anything about PurseBlog.

  • PJGambler

    After all my negative comments feel compelled to say something positive. Chanel leather is long lasting-for both shoes and bags- leather itself never wears out, but lamb skin gets dull, which is why I have to have it refurbished. It’s their screws and chains which need improvement.

    • http://www.purseblog.com/ Megs Mahoney Dusil

      I don’t think you were being negative – just sharing your experiences. Sometimes our experiences aren’t positive, but I think it’s good to share – to the brand especially so they can hopefully make changes!

  • http://www.forevervanny.com/ Van Le

    Wow, you were def lucky. My friend have been trying to bring her espadrilles back for a repair at Chanel, and no luck so far since they didn’t seem like they wanted to be responsible for it :( it sucks because you’re paying an arm/leg for their products, so the least they could do for you is attempt to give you a solution or something…

    xo, Van
    http://www.forevervanny.com

    • http://www.purseblog.com/ Megs Mahoney Dusil

      What happened to her shoes?

      • http://www.forevervanny.com/ Van Le

        I believe the stitching at the soles came undone, and she loves it so much that she doesn’t even wear it in the rain or anything so it’s def not from damage :/

      • http://www.purseblog.com/ Megs Mahoney Dusil

        That is something that I think should be fixed. My espadrilles are from the first season Chanel released them and I’ve worn them so much and they are still holding up well!

  • Guest

    One day, I will have a Chanel bag. One day. You’re is beautiful.

    I’m so happy I found your blog! You’ve got a new fan!

    xoxo

    http://www.memyselfandines.blogspot.com

  • Ines C

    One day I will have a Chanel bag. One day… Yours is beautiful!

    I’m so happy I found your blog! You’ve got a new fan!

    xoxo

    http://www.memyselfandines.blogspot.com

    • http://www.purseblog.com/ Megs Mahoney Dusil

      Glad you found us too!

  • Michelle Lim

    Let’s hope this service extends to all their customers!

    • http://www.purseblog.com/ Megs Mahoney Dusil

      It should!!

  • Jennifer

    I’m really glad that your bag is fixed & I hope every single person who takes his or her bag in for repairs & is given the runaround, pulls out a phone & references this post to remind Chanel of the good customer service they are, in fact, capable of! Having said that, I’m now completely paranoid that one of the screws is going to come out of my GST! Lol

    • http://www.purseblog.com/ Megs Mahoney Dusil

      Haha! Don’t be paranoid about it. A screw can come off, but hopefully yours never will!

  • ottercat

    This has been very blown up.

  • HandbagHappy

    I think it’s great that customer service like that still exists. The fact that you surprised them with your visit, and they did not know what you do as a profession speaks volumes for that store and company as a whole. I fortunately have not had to utilize that area of customer service with Chanel, I have, however with Coach of all things, and was pleasently suprised by the very similar treatment from a not so luxury brand. I also live in Florida in the Orlando area, and recently brought a handbag in where the leather on the side of the strap was coming undone. They were incredibly accommodating, and it was at no cost to me. After three week, longer than your week, but still sufficient, I received my bag in the mail at my residence as if it were new! I was honestly very impressed. It really is just nice to see that customer service does exist in all shopping classes :)

    • http://www.purseblog.com/ Megs Mahoney Dusil

      That’s awesome for you as well! Coach is such a great brand, I truly adore them!

  • wasabi

    fantastic job they had. but not each and every designer house has their parts in store ready to be replaced. so it is necessarily to send over to their regional repair lab out of the country. hence, it definitely takes bout months which i mean included logistic issues and custom clearance on both countries involve. no choice to wait but have to… :)

  • Shay

    I bought an Alexander Wang Rocco bag a few years ago and only carried it a few times. Three of the studs fell off and there is a tiny tear in the handle. I took it back to the department store it was bought at and they told me they would have to send it to Alexander Wang to get it repaired and that it would take 8-12 weeks. On top of it they would charge me for the repairs. I don’t mind paying for the repairs if I had aggressively used the bag. I couldn’t believe the cheap quality of the bag. I will never purchase an item from them again.

  • Gues

    And just to add to my original comment I did mention that on purse blog I read that they do simple repairs like fixing screws In house and the SA laughed in my face as if I was crazy!!! Talk about terrible customer service from chanel!

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