CHANEL South Coast Plaza Store

Jill Werden

Today’s shopping experience at Chanel was one of the most insulting experiences I have ever had. I came to Chanel to celebrate my upcoming birthday to ask a question about a purchase I made regarding a defective product I purchased as well as to purchase a pair of boots for myself. There was a small line outside the store (around 11am or so) approximately 10 people long. Not bad. My friend and I waited patiently until we got to the front of the line. While we were at the front of the line, we witnessed at least 8+ people leaving the store yet they didn’t let us in. We were told by the security gentleman out front that we weren’t allowed in due to a “policy” that after customers left the store, the store had to “disinfect the store and items” before the next person could come in. While we waited, we saw no less that 6-7 employees standing around looking at a computer, talking, laughing, and not cleaning anything. We witnessed no less than 6 employees come in and out of the store for various reasons. Yet they didn’t let us in. Then, one of the employees recognized someone in the line 10 people behind us, greet them, took them out of line and brought them into the store completely disregarding everyone else who was waiting patiently. Frustrated, I voiced my concern to which I was told that this couple was “purchasing in the jewelry department” and continued to make everyone else wait. Apparently, if you purchase jewelry you get to skip the line and go in. This was rude and completely disrespectful to everybody who waited in line patiently. It was a blatant lie to everyone else that they had to “disinfect the store” but not for special clients. Now, what makes me upset is that your employees had no idea what I nor anyone else was going to purchase, how much anyone else was going to spend, and clearly you value only certain clients who you know and not the mass of everyday clients who actually sustain your retail business. Clearly you feel that you have to lie to us and devalue us as clients. You made us feel unimportant, not worthy, and profiled based on your perceived notion that one client you know would spend more than the 10+ clients in line that you didn’t know. In this day and age I thought you would know better. It is not a good feeling to be lied to, not valued or respected, and I will take my business elsewhere to spend my money. That may not matter to you, but feeling respected and valued is important to me.

Ryan Borders

Worst customer service of any premium retail store I have every been to. Arrived at 6:05. Store closes at 8:00. Simply needed to purchase a bag already on hold for my wife. Store would not allow "walk ins" after 6PM. Both manager and staff were dismissive. I guess being prepared to spend $8K on a bag doesn't mean your business is valued.

Lexi Lynn

When they said no stock but some surrogate buyer can get it without waiting. You put your name on waiting list and they will never call you when restock. We went to fashion island and get the bag immediately. And a lot of my friends have the same experience here in south coast Chanel. We won’t suggest anyone come here. But never mind, they can sell all the bags to surrogate buyers. We cannot get any service and product. I think there is unusual deal in this store. Chanel please improve it. You want your customers only can buy bags from surrogate buyer or in your store?

Breona

Only leaving 5 stars for the amazing and sweet SA I met (Austin) at this location today. Most of what the bad reviews say are true. Many of the associates at this store are dry and the experience usually feels rushed. But, it doesn’t bother me. However, I just so happened to come in on a day where the inventory was high and the associate was very kind! Austin was able to get me a pair of purple espadrilles and matching card holder💜 I’ve been wanting something purple from a Chanel collection for two years now and was VERY happy to get it. Thank you.