2021 was a big year for Chanel, and Chanel VIPs, who will soon be getting their own private shopping boutique with an experience catered to them, have soaring profits to thank. The French luxury powerhouse recently released its annual revenues and profit, Business of Fashion reported earlier this week, citing a 50% jump in revenues, even beating out its pre-pandemic profits.
Chanel Trumps Its Competitors
While profits fell the year prior due to the global pandemic and store closures, in 2021, Chanel rebounded, with its sales growing far quicker than the luxury market as a whole. Chanel, which increased its prices a whopping 3 times last year, stated that it believes growth was driven by a balanced mix of both higher volume and price hikes. Additionally, it’s worth noting that the luxury brand largely focused on its marketing efforts in 2021, spending a massive 1.8 billion dollars on advertising campaigns and digital marketing.
Revamping the Customer Experience for VIPs
The most intriguing and likely controversial bit of info to come from the House of Chanel is its push towards expansion, but not how one might think. With its increase in sales came an increase in foot traffic and, in turn, customer wait times. The brand is committed to serving customers, especially its big spenders. By early 2023, Chanel aims to roll out private boutiques that will strictly serve its top-spending clients.
“Our biggest preoccupation is to protect our customers and in particular our pre-existing customers. We’re going to invest in very protected boutiques to service clients in a very exclusive way.” – Philippe Blondiaux, CFO
Currently, Chanel lags in terms of its number of boutiques worldwide, with its presence roughly half as noticeable as Gucci or Louis Vuitton. A notoriously tight store network is something the company will continue to maintain. It currently has only 250 fashion boutiques, which begs the question, will these private boutiques really make a difference in curbing wait times for customers?
What do you think about Chanel’s move towards calculated expansion?
To the people angry about this in the forums, how is it any different than first class seating or the VIP section of a club for friends of the house/high-rollers? Chanel isn’t hindering or downgrading the purchase experience for clients that are too poor to be VIPs. You can still shop at regular Chanel stores no problem.
And I remember a few members here whining and complaining that Chanel’s VIP perks sucked compared to other luxury brands, well here’s them making an effort to show they appreciate VIPs.
Some of these comments are really weird. 🥴 Clowning people for not being a part of an exclusive club bc they’re don’t spend a literally salary’s worth of money on bags/accessories/clothes is not the flex you think it is. Get a grip.
It’s tone deaf and patronizing in the extreme to refer as non-VIP clients as “poor”. Very few poor people are buying $8000 bags. And it could very well be that the clients can afford high-end Chanel items but choose not to buy them. Here in Switzerland, multi-millionaires routinely take trams and buses to get around town. Doesn’t mean they can’t afford Maseratis.
I have no problem with Chanel giving special treatment to their highest-spending clients. Banks, car dealers, airlines etc all offer perks to clients that spend large amounts. But that doesn’t mean Chanel gets to treat non-VIP customers with disdain. All customers should be treated with courtesy and appreciation for their purchase, whether they’ve bought fine jewelry or a single lipstick.
Yes because Chanel should treat you like Queen Elizabeth because you spent $40 on a lipstick. LOL get a grip.
I literally said: “Chanel isn’t hindering or downgrading the purchase experience for clients that are too poor to be VIPs. You can still shop at regular Chanel stores no problem.”
So you’re still getting the “luxury” treatment at regular Chanel boutiques. VIPs are getting a heavily upgraded treatment at special VIP boutiques. Please don’t misconstrue my comments
Then stop referring to non-VIP customers as “poor”. That is literally snide and uncalled for. As well as inaccurate unless you have a direct link to the detailed financial profiles of everyone who puts foot into a Chanel boutique.
People can refer to any level of client however they want to. Just because you’re so hyper sensitive about everything doesn’t mean anyone else should have. to walk on egg shells just because you’re too pathetic to deal with words. Get a grip.
I didn’t refer to non-VIP customers as poor per se, I literally said: too poor to be VIPs. Maybe check yourself first.
This is what I have been saying all along! I completely agree. You don’t know who your clients are. I don’t get why customer service is not in the vocabulary of luxury brands anymore. Although sometimes, I get the SA’s attitude because in some boutiques you dont get to have lunch if you dont meet your sales quota for the day. I even heard that backstabbing and client stealing is rampant on this business. After all, they work on commission.
Chanel SAs doesn’t work on commission so no, another falsehood on your part.
absolutely they do!
Absolutely they don’t. My SA at South Coast does not.
Also provided that this is true IN YOUR LOCATION! I dont get why make such condescending comments as poor, trash, entitled, God. Maybe Chanel SAs are just shitty people who dont like their jobs IN YOUR LOCATION.
In where I live they actually do. Also you can literally check it on Glassdoor. You’re living in a bubble.
Yeah, comments from TWO YEARS AGO. You’re living in the past
I do have to say that the Louis Vuitton, Bottega Veneta, Dior and Ferragamo SAs I have encountered in Basel, Zurich and Lugano have all been exemplary in their attitudes: gracious, professional and helpful. And genuinely pleased that I shopped with them. I’ve worked in retail myself and firmly believe that if you don’t enjoy interacting with customers, you should find a different kind of job.
Exactly!
When people claim that they are consistently receiving bad customer service, it’s usually a reliable sign that the issue is with the client, not with the employees.
No one is saying that they are consistently getting poor customer service at all stores. They are saying that they are getting bad customer service at CHANEL.
100% Correct!
I still don’t get why people are so mad at a LUXURY brand doing this.
like the entire business model of luxury is excluding the poors. So you’re mad you’re too poor to be part of the club? Want a whambulance for your first world problems? Spend more or go shop at Coach and Michael Kors with the rest.
k
They are just mad because they don’t spend enough at Chanel to be considered a VIP. Jealousy, plain and simple.
Finally, Chanel is making the effort to ensure their loyal clients are treated well. Let’s hope it expands to the US. Clearly, there are already people bitter about the move by making exaggerated claims about the bags falling apart quickly as if they can afford more than one of them in a decade to be able to assert that claim ❤️
I’ll respond as your comment was directed towards me. I own several Chanel bags that I bought when Chanel gave a damn about their reputation and quality. In fact, I own a Chanel bag, 30 years old, that looks incredible and is of exceptional quality. I showed my daughter and she was shocked at the age because it was so well made. However, at least in the past 5 years the quality has greatly diminished. I won’t buy a product, for thousands of dollars, when the seams rip, chain breaks, etc. Also, they only look back 5 years and fix their bags, with the receipt, which to me is not good customer service.
However, with Hermes I took in a 20 year old bag, without receipt, and they refurbished the corners and scratches on the exterior, which its something Chanel won’t do. If I’m buying a bag I expect the company to back up their service and if they don’t I’m not throwing away thousands of dollars for inferior quality bags.
Exactly! That’s why I will stick with Hermes!
lmao if your bags’ seams are ripping and chain breaking then it’s a matter of how you treat your bags. Not even people on the purse forum had that level of deterioration, so it’s clearly a you problem.
And I applaud Chanel for only accepting repairs with a receipts, why should they cater to people who don’t buy their bags from them? Could be a fake. Plus, that’s the best repercussion from buying from a slimy reseller or secondhand.
Since you seem to know me so well let me educate you. I have 10 Chanel bags, that I bought directly from Chanel, when they made quality bags. In that sense, my bags look pristine because I take excellent care of them. However, in the past 5 years the bags have deteriorated. If you want to expand your research beyond Purse Forum you might actually learn something. Enjoy your uneducated viewpoint because now you’re making yourself look ridiculous.
Also, Chanel will only repair bags looking back 5 years. Does that sound like a company that stands behind their brand? No.
I agree with Nancee. I also have been a loyal Chanel customer for about 20 years. I also own several Chanel bags. The quality from a decade ago is impeccable, solid and durable. I never had to inspect the bag before I purchased it.
I love Chanel but the Coco Handel I last purchased , the chain was falling apart the first time I used it ( I actually did not even brought it out to use it yet, it was broken right out of the box…) . I took it to Chanel store, It was free to fix but it took more than 6 months to have the bag delivered back to the store….I am not sure I want to purchase a bag and have my money stay in the store for more than 6 months without being able to use the bag. Honestly, I feel a little bit hesitate to purchase in Chanel now…
The truth is you can read threads on the Chanel forum from 10 years ago in which members complain about how bad the quality has become and how it was better before, etc. Same on the LV, Gucci, and every other brands’ forum. It’s a consistent pattern. Maybe the quality continues to consistently decline (and bags will be made of butcher paper in 2023) or maybe there is something with how customers perceive the luxury experience. In my opinion, a lot of people who are now priced out of buying a lot of luxury bags the way they did 10 years ago because of steep price increases conveniently blame the decline of quality…
Chanel will repair bags past 5 years upon discretion of the manager and at a fee. So no, not entirely true. Vintage items have been repaired before, but people don’t bring Vintage items to repair since gold-plated hardware gets swapped for the new, gold-toned hardware so people rather go to Leather Surgeons.
Apple will only repair devices free looking back 1 year, does that mean they don’t stand behind their brand? No . that’s poor logic on your part.
Seems like you don’t know Chanel at all.
Yes, the Apple warranty is 1 year. But you can also buy apple care. Since you’re wrong on that one. I imagine you are wrong on many other things. I really hope Chanel is paying you else this is kind of sad.
So you’re saying you’ll be happy if Chanel had a ChanelCare program where they further overcharged people for an extended warranty on their bags? That’s worse and makes it sound like they only care to stand behind their bags if you pay them exorbitantly more. Poor argument.
I also find it so interesting in this comment section that those who are anti-Chanel and anti-VIP-stores for some reason are resorting to purposely misinterpreting comments, making false and broad statements about the brand’s quality, and all while attacking others for voicing their opinion.
Interestingly, the people who are vehemently pro-Chanel when Chanel customers bring up legitimate concerns regarding aftercare make baseless accusations that critics cannot afford to shop there.
Brands don’t have to commit to aftercare for their products, but customers notice those who do at higher price points. It’s not about saving money on repairs, for many customers want to send their items back through the brand to ensure quality repairs.
It’s also not lost on me that there are some “poor” vocabulary choices in this thread. Some people needed to invest in education, not leather accessories.
Which is NOT a free service unlike Chanel et moi so I don’t know what equivalencies you sought to conjure with that comparison
Again, you don’t know me. I’m extremely knowledgeable about Chanel, but if it makes you feel better to think otherwise than feel free. Also, I’m not talking about “at the discretion of a manager and at a fee’. I’m speaking about their general policies.
Just because you do not buy your entire wardrobe from Chanel doesn’t mean that you can’t afford to buy several bags a year.
maybe the same bags those Russian influencers burned and ripped 😉 but anyone who owns an actual Chanel bag will know despite small craftsmanship issues, they’re still very hardy and well wearing.
To Maria: I’ve read through this thread and you sound like either Chanel pays you, or that you’re a super obsessed human who blindly thinks Chanel is the best brand to exist despite its ever- changing and “anti-luxury feeling” policies. And you don’t sound like you’ve interacted with many of their pieces.
Prior to Chanel et moi, Chanel would accept older pieces without any such discretionary fees. If the artisans were given a fake, they will refuse to work on the piece and sent it back. These days, exercising the right to have your bag refurbished chez Chanel relies on two matters:
Your bag being under 5 years from the date of purchase, and it being a classic flap (from what I’m aware of, I might be wrong about that second detail)
On a lighter note, the piece I bought two years ago is frikin immaculate. The leather is perfect, the stitching firm and well executed, and the interior divine. People may complain of its declining quality, but a classic flap made in France is beyond perfection, as is my coco handle for that matter. The customer service in store has always, and will always suck unless you’re a top tier client or if you look particularly rich and Chanel happens to be empty that day.
As for the quality of their older pieces, let’s admit it, luxury wasn’t as ubiquitous and people didn’t wear their pieces to the extent that they do today. Outside of the tissue paper Chanel has the nerve to call lambskin today, I’m still very happy with all my pieces, vintage and contemporary, years on.
Now finally, regarding the VIP stores, the main issue is that most vip clients are probably resellers (because of a large purchase history). The good thing is that now they track those people, but what will end up in normal Chanel stores now? Will there be anything good in normal stores, or will we have to buy 50k of goods we don’t want to get our hands on something we truly want?
100%! The people complaining may be the ones NOT investing $$$ each collection on fine jewelry, RTW, accessories and bags (dead last). If I had the coins, I’d be happy to get the exclusive treatment.
I think private shopping is common among luxury brands – I think it’s Wonderful!
Take me with you 😅
It totally makes sense that Chanel would want to give their best customers an even more exclusive shopping experience. Other brands do that too. I really don’t understand the uproar in this thread.
I don’t think that’s the issue, most brands reward their loyal customers with exclusive content or discounts before the “general population.” The offensive part is the fact that bag only customers are looked down upon and some comments on the thread seemed to welcome exclusion of those purchasing earrings only or other accessories. Personally, I see a lot of Chanel at my local mall and I don’t think it’s that exclusive/special/hard to get anymore so the snobbery of some people is ridiculous.
I have a friend in search of a maxi Chanel bag. She saw mine and fell in love! I own nine bags and have a lovely time and I’m treated extremely well when I visit the boutiques. I called my personal shopper and she checked inventory in the U.S. and Europe. No maxi bags available anywhere. She explained 1.Chanel is reducing the amount they put out and 2. It may be months before they see another maxi in classic or 19 3. She said my friend has to be put on a wait list if she wants to be sure to get one. Chanel is tightening up their brand and I’m glad! I bought my maxi caviar for $5,500 years ago. It’s now selling for $10,000. I bought my Chanel classic lambskin for 2,400 over 15 years ago, its now selling for $6000. I have a wallet on a chain patent leather I bought over 10 years ago for 1,100 it’s now going for $3000. I’ve worn it almost everyday since I bought it and no problems with it or any of my bags. My Deauville tote used is selling for $1,000 more than I paid for it. My short boots with the big CC on the side, I paid $1,800 for last year, are reselling for $2,300. My last purchase was a small 19! Perfection. My Chanel associates in 2 major cities text me when they get stuff in. I’m not rich, I’m loyal. I’m so good with Chanel shoes and investment bags right now!
Nobody is being excluded. People can still buy earrings if they want. Customers are not gonna be treated any less. Why do you have to be so dramatic in all your comments?
I don’t think I’m being dramatic. But clearly lots of people get offended behind a computer screen. The comments section of this thread exposes a lot of ‘I’m better than you’ attitudes. What services Chanel offers to their high spenders is really not my concern.
Then why did you go on a tirade towards so many people about it 🤔
oh right having an opinion and bothering to respond is tirade, no worries
You have a right to your opinion. We’ve commented on it, but your opinion is just as valuable as anyone else’s! Keep speaking what you know!
Thank god. I hope it’ll be in the UK soon. can’t wait to have a shopping experience where I don’t have to end up in some influencers vlog. I’m tired of regular customers and wannabe bloggers touching and trying the bags and scratching them or snagging the tweed on jackets.
Lol ‘regular customers’ what a classy comment. Maybe Chanel should open a store just for you.
They ARE regular customers? What is offensive about calling a person a regular customer when that is literally what they are? Especially when both those words are not even offensive themselves.
I knew something was off when you among some other members complained about not getting VIP treatment when Chanel is already giving ‘regular customers’ a pretty good luxury treatment. Obviously VIP treatment should go to those who shown to be loyal? I don’t understand the outrage.
And they are 💙 just not in the UK yet
You said you were tired of regular customers and wannabe bloggers touching items puts you off. That implies you think you hold yourself above them = condescending.
Yes, whenever I go to a Chanel boutique I see regular customers and vloggers mishandling the bags causing scratches and marks that has to be passed on to the next customer (or pulls and snags on tweed) because the store has to meet sales goals. With regular customers, it is always those who are not familiar with Chanel or luxury.
I wasn’t being condescending, I was airing out LEGITIMATE grievances of witnessing many times of items being damaged at the boutique and the SAs unable to do anything about it. So I’m hoping VIP boutiques will have better conditions and rules for handling items.
Stop finding drama where there isn’t any 🙄 it’s frankly disgusting how you purposely warped my comment in your crusade against people who are pro-VIP-stores.
Kate. I think you should be directing your fury towards Chanel who is selling FLOOR SAMPLES and then gaslighting you into believing that they are unique hand made pieces.
kate, you would love more rules lol
Don’t waste your time. That was my exact point – fancy a company making record profits and jacking up prices on the same products making the said products available for inspection prior to purchase. Maybe VIP stores will inspect nails prior to handling?? I don’t think the issue here is Chanel it’s the attitude of its customers. I for one welcome the ‘regular shopping’ experience and don’t need anyone to fawn over me for spending exorbitant amount on some leather/cloth goods.
Chanel has never “gaslit” me into thinking their bags are handmade. You must be thinking of Louis Vuitton.
Literally Chanel’s savoir-faire films show the bags being MADE BY MACHINE, but hand-guided.
So I don’t know why you’re making up lies of the idea Chanel is gaslighting clients about this.
Some clients request to handle items from the back and SAs oblige to accommodate clients because Chanel gives a luxury treatment to all clients regardless of their VIP status unlike some commenters fibbed about. Another devious lie on your part. Not to mention instances where clients who handle items from the back to inspect any flaws create flaws themselves.
I remember seeing customer with long nails causing a small surface scratch and the SA noticing it too, and having to buff it out later and not saying anything out of fear of angering the customer and managers orders.
Maybe you should fact-check before making things up.
How is it finding drama to say that all customers deserve respect. Nobody said there should not be VIP perks but given the price of these HIGH END luxury products all customers deserve to be treated well. Maybe read further down the thread on how some think those buying earrings or a bag and expecting decent service should go to Zara. Am I missing something? Also in most stores when an item is damaged you are required to pay for it. I’m not sure it’s actually appropriate to pass down that item to another customer and you certainly don’t have to be compelled to buy it. At the end of the day my point was everyone deserves respect and I shop a lot with certain brands but don’t expect them to quarantine me from other people who don’t shop as much as me.
You literally said:
“everyone should be treated like a VIP”
but nice backtracking.
It was a general (tongue in cheek) comment on the value of the good vs price which should result in excellent treatment. The conversation evolved into people saying that I expect others to kiss my a$$ and that regular people scratch goods, are too poor to afford VIP bla bla. Which is frankly snobbish and also ridiculous.
that’s your fault and you’re still backtracking. if you didn’t bother trying to clear up what you meant with the comment (you certainly bothered to clear up you meant “should” and not “shouldn’t”) then people are going to think otherwise.
I’m lost on what your point is here. What should I clear up? I’ve been called names by others here and also accused of not knowing the impact of the pandemic, (I meant quarantine as in isolate me from others) while having lost someone very dear to me in the most awful way. Then also accused of using that person to win an argument. No, it wax just triggering. Clearly for others defending that the biggest impact was the closure of in person shopping at Chanel. At the end of the day, it seems that there are many very unkind people in here who think their purchase history makes them better than others. So I stand by my original post – this is not a club (and now even more so) I want to belong to. Peace out!
You literally defamed them as condescending when they said regular customer so yeah you’re a drama starter.
Yes they do pass “damaged” items to the next customer because the damage goes unnoticed like warped hardware on thin costume jewelry or small snags in the cardigans. There are tons of stories of this on social media and even the forums. And it’s not just Chanel, this occurs with all of the top luxury brands.
Maybe stop with the toxic rhetoric you have.
Right yeah so only VIP events should allow for touching everyone else get in line to look through the window. Wonder who’s actually toxic.
Literally where did I say that regular customers aren’t allowed to touch bags? Stop misconstruing comments to suit your sick sick narrative.
Just because someone has a different opinion it does not make them sick or toxic or whatever. Your comment that I was using my father’s death to win an argument is actually toxic, heartless, presumptions I can go on….let’s leave it. Bless!
Where in the entire comment thread was there any legitimate evidence that Chanel themselves didn’t give any respect to non-VIP-customers?? And please don’t bring up the ‘trash’/rodents comment which is a rumor that was started by commenter “TKS” a long time ago and isn’t even true. So you’re overreacting and attacking anyone who made a comment that didn’t 100% align with your entitled sensibilities.
Second of all, that is one person’s comment, and clearly does not reflect the company, so your issue is with THEM and not CHANEL
You don’t realise what it’s like at Chanel and you clearly don’t know how much pressure SAs have to sell items with small flaws from handling as seen from the many posts in the purseforum about scratches, fraying, wrinkling, scuffing, colour loss, and etc on NEW bags because it was mishandled by a REGULAR CUSTOMER trying them on, which Chanel allows trying on without buying because they have great customer service to even non-VIP clients despite your allegations! No, Chanel doesn’t force a person to pay for a bag especially damage that is almost imperceptible unless inspected up close, especially when the SA didn’t even catch it.
How disgusting to use the term quarantine to an issue so frivolous especially in light of the pandemic that has killed millions of people, especially when terms like exclude is perfectly there. If you don’t like the business model Chanel engages in feel free to go to a different luxury brand that kisses your butt.
Please lady, and don’t start me on the pandemic especially as I lost my own father to it. Fancy a brand letting an regular person’s grubby hands touch an item as part of their great customer service. YOUR sense of entitlement is off the chain. You should ask yourself why this hit such a nerve!
Imagine exploiting your father’s death to get ahead in an argument. Couldn’t be me
That was my exact thought.
Right? I’m done here. I wanted to make a comment but that “Anon” was looking for a fight and I completely fell for it.
Turns me off this website and Chanel if there are unhinged people like them associated with it.
Yes let’s resort to name calling and making allegations re other people’s metal state.
I’m so sorry you were attacked for your opinion and legitimate concerns. That member is absolutely unhinged, I agree.
Usually the trolls only come out in the Chanel and LV posts.
having a different opinion does not a troll make but yes I’ll go back to hanging with regular people
That’s actually a sad thing to say. The point was I fully understand the impact of the pandemic and can use the word quarantine without trying to associate it with covid or deaths. Perhaps find a dictionary.
Perhaps read the room
What that if you have a different opinion people will be nasty. Got it! Thanks!
Don’t pay any attention to that commenter. With their attitude, they probably think sales associates should kiss the floor they walk on just because they bought a bag.
And I seriously can’t comprehend what is offensive about being called a regular customer.
Lol I most certainly don’t expect that and given we don’t know each other it’s a bit of a reach.
This comment section is a complete mess.
Just to add my two cents.. and im not a VIP by any means. I mainly just buy bags and accessories and im well aware of the rumor passed around the forums and blog comments about Chanel seeing me as a “rodent” (a popular forum member said Chanel perceives us as that) but it’s a rumor that I personally feel isn’t even true. Though I do concede luxury brands as a whole prioritises customers that buy clothes and fine jewelry. i hear it happens at LV too.
Regardless. When ever I walk into Chanel, im treated with courteously, kindness and patience. And I’ve been to A LOT of them. So im not sure what these comments are complaining about when it comes to being treated with disdain at Chanel?
however, im not going to pretend I deserve the world either because I bought a bag from them. some of the comments here reek of the type of person that will complain a SA was rude because they werent completely subservient to them.
i believe people who have been truly loyal with the brand deserve the best treatment and Chanel is clearly taking the steps.
sorry for the bad grammar, English is not my first language
I think it’s so great that Chanel VIP’s will have a private shopping experience to buy the same bag, year after year, at increased prices each time. Good for them, they are really getting what they deserve from Chanel…who is always looking out for the customer. 😉
Now, now, if you splurge for the minaudières, they’re mostly different lol
At the price point these incredibly common bags are, everyone shouldn’t be treated like a VIP. Personally I’ll take Celine, Fendi or YSL over the same CC’s, quilts and chains at the price of a decent car. But to each their own. The condescending comments here from those “in the know” are a total turn off. Who wants to be part of that club really?!
Omg, the comments here are INSANE! So condescending, catty and rude! I have NO PROBLEM with the VIP shopping, it’s common across many luxury companies. What I DO have a problem with is the commenters here who are refering to non-VIP clients as being “too poor” or making accusations that one commentor must have bought a fake because she called out Chanel on the decline in quality over the last decade. Honestly disgusted…
I think these “in the know” people are just sad. They based their personal worth on the value of their bag. They have to throw the “take that attitude to Zara” to make their point.
Literally no one is basing their worth in bag, sounds like you’re projecting because you and anon think spending $5000 at Chanel means they should treat you like you’re god which IS entitled behavior.
It’s confusing why people are mad at Chanel for recognizing the people who have been truly loyal to the brand with the best treatment and experience possible?
Literally no one is saying you should be treated like a GOD. A Sales Associate working for a luxury brand should project what she is selling. Luxury products. It doesnt end there, you should treat your customer with the highest standard and respect possible, after all for the third time you are selling luxuries, you work for luxuries. You don’t throw a “take that entitled attitude to Zara” look or phrase or whatever. Maybe if you will have that attitude why don’t just work for Zara instead or H&M? Another more accommodating person can take that job for you.
Exactly! I agree completely.
Anon here, you are very entitled to take
that attitude to people you literally don’t know. I for one don’t expect anyone to treat me like god but would never talk down to someone like people here have, because of a mistaken idea that some bag (or jacket, of ‘fine jewellery’) make me better somehow or more worthy of basic respect. My point is that those items cost $500 to make (and I’m being generous) so if spending an inflated price on a bag for the luxury of it, this should mean that all customers are treat we well. At the very least you never know who may become a long term customer. Someone may start with earrings and buy more, the point is building a relationship with a brand because it inspires something, suits your aesthetic…. Many years ago I worked for a major hotel chain and I never heard of such a disrespectful approach to customers (thinking they are trash).
Correction – I meant “everyone should be treated like a VIP”
They are trying to keep up the “exclusivity” like Hermès and frankly I am all for it. Its hard to compete with social meida personalities and resellers which only God knows if any of them in real life can afford it. This is away to weed out the true consumers that appreciate the brand and only purchase for themselves. These VIP stores are going to be no different than any airline or hotel statuses. True test will be if a recession hits hard, which clientele will be left standing.
Regardless of the perspectives, the nasty arguments in the comment section are really disheartening. We are better than this. Let’s respect one another please.
Exactly! I think people have forgotten the topic.
Chanel “rewarding” buyers by giving them VIP status and a private store to shop is laughable. If people want to spend thousands of dollars, presumably annually, to buy overpriced bags that fall apart quickly then enjoy!
You fail to understand that Chanel VIP means that you buy clothing, not just bags and shoes. Buying a bag at Chanel is like buying a key ring at your local BMW dealer.
Good thing Chanel forces customers to buy clothing if they want to be a VIP. so many people wearing the bags and accessories with Uniqlo ,Lululemon, Shein, H&M that it just looks vulgar.
So you consider people wearing these clothes “vulgar”? Got it.
If we are talking about price point, this is a false analogy. If we are talking about percentage of sales this is still a false analogy.
Unless you are talking about haute couture. Im inclined to think the VIP are all haute couture customers which is basically .0001% of Chanel customers.
Besides clothing goes on sale while bags dont.
Corporate policy states you cannot be a VIP if you do not buy ready-to-wear and fine jewelry. Simple as that. If your purchase history is only accessories ie costume jewelry, slgs, bags, headwear, eyewear, you will never be a VIP, even if you spend $100k on them, you will be perceived as a preferred client at most which means invites to see runaway shows online, store events, and knick knacks as Christmas gifts, but you’re not a VIP.
This is direct information from a close friend and former store manager.
Ok so define “preferred client” vis-a-vis VIP? Or are we now arguing against semantics?
A preferred client is not a VIP, you just get better treatment than regular customers, but not afforded to the policy loopholes, actual runway invitations, more exclusive shopping/haute couture events/parties, and much more etc etc.
Unlike you, I have been working at Chanel for 18 years.
Congratulations on your 18 years. I hope you get to live your dream life. But…
It doesnt mean you are logical. You can be one of the Wertheimer and your analogy is still not correct. You just wrongly put your customers on buckets.
But hey looks like it is working.
Aww Rebecca 😂😂😂 you sound so poor. Please stop commenting. You’re embarrassing yourself.
With the price of the bags and RTWs, Chanel is supposed to be treating its customers as VIP, whatever item it is they are buying or whether they spend a lot or just a first time customer. It is a luxury fashion brand after all. I think this move is very unnecessary as it will alienate a large consumer base. Also, is it just me or this could be a potential security breach?
What motivation does a fashion advisor have to treat you like a VIP if you can only afford to spend pocket change on a pair of earrings twice a year?
Take that entitled attitude to Zara
holy shit this is such a wild comment
With your “take that entitled attitude to Zara” answer. I will bet my entire Chanel collection you dont know what luxury means.
Luxury is a nebulous term, so our definitions of luxury will obviously be different regardless. So congrats on losing your entire Chanel collection of 2 classic flap bags and 4 logo earrings anyway.
What’s obvious is YOU not knowing Chanel’s definition of luxury with them only wanting the 1% as their clients. Everyone else can stick to the knick-knacks under $1k or the beauty section.
LOL, you just throw the nebulous card because there’s nothing luxurious with the “take that entitled attitude to Zara” attitude. When it comes luxury brands, there is an objective definition of what luxury is. So nope, you dont get to get my 2 classic flap and logo earrings.
Only 1%? You are absolutely lying, Chanel has been investing on marketing for its fragrance and beauty and has been constantly opening spaces for those categories. Those are part of Chanel’s bread and butter (including the ridiculous price increase of its overpriced handbags). Unless you can prove to me that the 1% you are talking mainly constitute Chanel’s 15B revenue, you are just some internet troll, trying to make snobbish bullsh*t opinion.
it’s not a card because it’s literally true. There is not one objective definition of what luxury is because literally every luxury brand approaches the idea differently. You going to pretend Balenciaga’s definition of luxury is the same as Hermes’ definition of luxury? That’s the real LOL here.
only 1%, yes only 1%. Stop misconstruing what I am saying to make yourself seem you’re in the right. I said they want an ideal client to be the 1%, NOT that 1% comprise the majority of their revenue.
They are more than happy to capitalize on the accessories/makeup customers to make massive profit margins, but at the same time Chanel sees them as “trash” (literally info that has be passed around the mothership) They benefit from massive price increases because it doesn’t take away from the aura of the brand nor negatively affect their core client base.
Stop acting like you know anything about Chanel or luxury just because you were able to secure a classic flap bag.
Balenciaga is a luxury brand so is Hermes because they have the same idea and business model. They just execute it in a different way and their target market is overlapping. This is evident in the pricing, the quantity and the way they market their brand and their available SKUS. Just because you have a different perception does not equate the idea to be subjective. And yes it is so much laughable. LOL
Only 1%??? How did you come up with 1% why not .01% or .05%?? Do you have proof to quantify the 1% knowing you are sure about 1%? I repeat 1%??? Please quantify or else you are just embarrassing yourself? You are the one who is trying to pass your statement as a truth it is not even an observation. Yours most probably is just anecdotal.
Also do you have proof, that they sees them as trash?? In fact in their financial report, they were trying to capitalize on opening beauty and fragrance boutiques because those are core products. Are you saying in a world where Chanel only sell fragrance and beauty products it will not be considered luxury?? Oh yes because you can afford a 100 fragrance bottle??
Core client base??? Who are Chanel’s core client based? The 1%??? You got to be kidding me right? Yes Chanel is a luxury brand, but the idea of core client based change from time to time. And they have to attract a new set of core customers (However you defined it is up to you). Chanel was a dying brand before Karl Lagerfeld step in. He tried to change the image to resuscitate the brand. So where were these core client based when Chanel was in bankruptcy?
Oh please, you don’t know me. But based on what you have written your idea of luxury is based on your personal perception. Im not even going to mention my “classic flap bag”.
Same idea and business model?! Balenciaga and Hermes? 🤣, so now I know you know nothing about luxury. Bye, not going to read the rest of your dissertation, sounds like you ARE better off sticking to Zara. Luxury is clearly not for you
You just ran out of things to say LOL. And you stick to your own bullshit opinion.
Not going to be condescending like that commenter, but they’re right despite your obnoxiousness. You didn’t even know the qualifications of being a Chanel VIP (your misguided comments about their clothing in the other thread) which you would’ve easily known if you discussed it with your SA.
regardless, Balenciaga and Hermes do percieve luxury differently. Balenciaga focuses more on aesthetics, have a more open distribution model, lower-tier after care services (2yr warranty), lower-quality materials and craftsmanship. Hermes prioritizes the best craftsmanship and materials possible because they are a luxury CONTEMPORARY ARTISAN company and distance themselves from the principles and whims of fashion unlike balenciaga, operate out of their own boutiques only, lifetime aftercare, and much more bland and sober aesthetics.
Balenciaga is much more open to any client because they have a more demoncratic view of luxury, so you can get any product produced as long as it is in stock…. while the only way you can get anywhere with Hermes is buying a lot, staying loyal to the brand and your SA if you want to get anything you want. Balenciaga isn’t like that.
so yeah you are wrong. Please do some research yourself before making condescending comments yourself.
I appreciate your response because it is very informative and not condescending as you put it. Yes, I agree I dont know about the VIP Status and such about Chanel because I only own a Chanel t-shirt.
The only measurable in what you said is the after care service. Even that one vary depending on where did you buy your item. For example, I had a Day bag that was repaired by Balenciaga despite the fact that it was bought after three years. With regards to craftsmanship and materials, they are all very subjective, Hermes even though they pride themselves as the pinnacle of leather materials is not immune from quality issues.
Also Hermes have entry level items such as scarves, perfumes, shoes, and accessory items which are similar to Balenciaga’s price point for those skus. I think you are confusing luxury and brand hierarchy even that one is very subjective.
During Nicholas Ghuesquierre’s Balenciaga era, It is on par with Louis Vuitton, and definitely above Gucci, Prada and Dior. They used to sell exotic motorcycle bags which would rival Hermes’ mid tier bags. I am not sure if they are still doing it now, but I wouldn’t be surprised if they have special exotic bags that are not advertised in their website and they will only show it if a customer asks for it or if the SA feels that this customer is very interested in such items.
In Hermes, the only thing you can’t instantly buy are their quota bags. But we all know that is just a myth, and the way to disprove that claim are through anecdotes in purseforum. Anything else, you can actually buy it as long as they are in stock. You can even order them in their website unlike Goyard or Chanel.
When I speak about business model, I am referring to revenue generation of the brand by having a certain price point for items (for ready to wear you can see the price in their website are pretty much similar), a marketing plan on how to sell those items, product distribution, customer service (which includes your after care service and customer comfortability). Customer service alone, Balenciaga offers drinks to their client and they make sure to ask if there is anything you need. This is not my experience with Hermes, despite buying a 5-figure bag (because there were so many customers and the SA were trying to maximize their commission). So given my experience in such, Balenciaga is much more of a luxury than Hermes for me.
Who cares, none of us will need to deal with it. Let them get on with it. I know Bond Street has a restaurant that big spenders are invited to, they also have secret sales.
If I’m going to Chanel I go first thing in the morning so it’s quiet.
When you are selling high end goods you really don’t want time wasters. There are plenty of them, I always make it clear “I’m just looking for now”. This will be a space for the serious spenders who will buy and they’ll be treated accordingly.
When I’ve asked to see jewellery in Chanel, (for example earrings) and had other “customers” grab at other pairs on the tray as if we’re in a department store. I’ve had to say to security or the SA to watch the tray. If something got stolen it would be terrible.
I was admiring a crystal bag in a glass cabinet in Chanel at Heathrow.I said to the SA that it was incredible. She told me it was £24,000. I said wow! She asked if I’d like to see it and I said “I’m not going to buy it”. To my amazement she took it out the cabinet and let me try it on. It was stunning! I thanked her and she put it back. The shop was quiet, I’m sure it wouldn’t of happened if it was busy. Little touches like that keep me as a customer. But if I was a big spender I’d like the 1-2-1 relaxed service.
I shy away from Chanel because there are too many super fakes out there. Even when I’m carrying a genuine bag people would suspect mine’s a fake because I’m not famous and I don’t hang out with rich people. Also the physical shape and color scheme do not appeal to me. However from a marketing standpoint I think Chanel’s move is very smart. They successfully arouse people’s emotion, be it love or hate, and generated a lot of discussion.
Question:
I’m blessed to live in a high-rise where several of my neighbors and friends here are billionaires. Major, major spending power, obviously. I regularly see limousines and luxurious SUV’s pulling up to valet with garment racks and boxes being unloaded. These items are dispatched here with a personal SA by the local boutiques (Chanel, Louis Vuitton, Harry Winston, etc,) for perusal by their clients. It is THE ultimate in luxury shopping. Personally to me this makes perfect sense to treat the “whale” client to such high levels of service. I’m wondering if this practice is met with similar vitriol as the Chanel private boutique concept.
People are just jealous. That’s why.
Now this is how real wealthy people operate. They don’t even visit the boutiques and stores. They have the goods brought to them, not the other way around.
they are laughing all the way to the bank!! and I don’t blame them. people who repeatedly
“spend” $8K+ on a BAG need to sit down and seriously evaluate their lives!
This thread is fascinating. I don’t buy any brand frequent enough to feel myself being a VIP by any measure. Had I concentrated my purchases to one brand I would welcome a bit pampering and even a private shopping venue. So I don’t think Chanel is wrong to do this.
What I ponder more is who would count as VIP from a marketing angle. I would combine frequency and value to identify “Friends of the House” per se. These are the core clientele of the brand, their lifestyle and aesthetics align with the brand’s – which makes them truly deserving special treatments. By providing above & beyond accommodation, Chanel presents itself as a loyal partner in life with grace and integrity. There is no better marketing at the pinnacle.
What about “influencers”? I feel they are important too, in another way nonetheless. They should however be treated as business partners and separated from the VIPs discussed here.
So, when they say “protected” boutiques…do they mean with bulletproof glass and armed security guards to protect from the looters?!?!? I’m afraid to shop at high end stores boutiques anymore because the brazen criminals who frequently “smash and grab” with literally NO consequences. Disgusting and sad!!!
By “protected” they likely mean ‘mantrap’ doors that you find at high-end jewelry/watch stores. They permit only one person to enter at a time, before the inside door is unlocked, the outer door is locked. This prevents quick, unrestricted access to the store floor. Just a guess tho…
Megs/Vlad: There is a lot of unnecessary insults and heated discussions on here from people who believe they know Chanel better than anyone. Could you read the comments and address the facts about Chanel’s policies, what is takes to be a VIP, etc. in order that everyone knows them? Tbh, based on these comments I don’t know what is true/not true about Chanel. Thx!
the VIP section of a club for friends of the house/high-rollers? Chanel isn’t hindering or downgrading the purchase experience for clients that are too poor to be VIPs. You can still shop at regular Chanel stores no problem.