When we broke the news of Chanel’s new refurbishment policy last week, we knew it would incite a lot of conversations among our readers about customer service, luxury goods and the expectations we have when we spend a premium. You guys met that expectation and then some, and because we often get questions about customer service and requests for our advice on the topic from friends, family and readers alike, we wanted to keep the conversation going.
Unfortunately, I don’t have many stories of incredible in-person customer service; my treatment at department stores in Manhattan is usually adequate, but perhaps because of the crowds or the brusque nature of the city, it rarely excels beyond that. Fortunately, I’ve never tried to get a brand to repair any of my bags, so my experience beyond line-level service is very limited.
My memories of online shopping are more memorable, but that might be because they rarely require interacting with another living, breathing human being, which generally makes anything more fraught. Quicker-than-expected shipping and nice packaging feel like genuine luxuries in a way that shopping in a store just doesn’t for me, and Net-a-Porter, among others, consistently provides that. Then again, I’m 29 years old, so my views on what constitutes a luxury experience probably differ greatly from women older than I am who grew inured to high-end shopping before the Internet made everything so dang convenient.
So let’s hear it: if we’re looking for stellar customer service, where should we be shopping?