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June 2025 by Haifa A
Went in to get couple of leather goods and left without purchasing any. The asian girl SA was super rude and dismissive
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May 2025 by JD Stellberger
Gina Caruso is simply the best. Kind, thorough with world-class follow up. Thank you !
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May 2025 by Dr. Lina Alhudaithy
I’ve been a loyal Chanel customer for years and have visited several boutiques around the world, always receiving warm and professional service—until this experience. I came to the Chanel Boutique on Newbury Street planning to make my biggest purchase yet: the Chanel Classic Flap Bag, knowing I’d be spending over $10K. Unfortunately, the service I received was extremely disappointing.
The sales associate I worked with was cold, unwelcoming, and unhelpful. She barely responded to my questions, didn’t bother to show me the bag in other colors (only mentioned them verbally), and made no effort to offer recommendations or insights. I felt like I was inconveniencing her by simply being there. Despite spending nearly two hours in the store, I wasn’t offered a drink until the last 10 minutes—and even then, only a glass of water. No coffee or other beverages—nothing that reflects the luxury experience Chanel is known for.
I eventually left and went to the Chanel boutique inside Saks Fifth Avenue. Within 40 minutes, I purchased the same bag because the sales associate there was outstanding—attentive, friendly, and genuinely excited to help. She gave me honest advice, walked me through different styles and colors, and made sure I felt valued every step of the way.
It’s a shame because the Newbury Street boutique is spacious and well-stocked, but I will never return due to the unfriendly staff. For a luxury brand like Chanel, customer service should never feel cold or dismissive—especially when making such a significant purchase. I’ll gladly shop at Saks or another Chanel location where the experience matches the elegance of the brand.
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February 2025 by D W
The store had a rude atmosphere, so I simply switched to Saks Fifth Avenue Chanel to enjoy my shopping there.
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January 2025 by Brooke Low
I went in to purchase a pair of sunglasses. A asian gentleman tried to assist me and showed me three pairs of sunglasses that were far more expensive than the pair I was shopping for. I asked if the pair I was looking for was located at any stores near me and he told me it was sold out throughout the entire country. I called a client advisor in customer service who located a pair at the Sacks 5th Chanel. I walked over and purchased the exact pair I was looking for the same day.
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January 2025 by Ville CS
Walked in with a buddy of mine in casual street clothes, and who I assume is the store manager(the only asian lady on shift) immediately seemed to have judged us. Despite the fact they have about 20 workers posted up around every corner, this wack-job followed right behind us without saying a word during our whole stay at the shop. I honestly have to say I’ve never felt so uncomfortable…Am I not in the right tax bracket for your store? Am I not wearing the right clothes to shop at a Chanel? They should really go ahead and fire this lady. She’s doing them a massive disservice.
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December 2024 by Juhyung Jung
The worst Chanel experience ever. Asian sales women sigh everytime I asked to show the product. And not assisting customer properly like staring just phone and looking like upset as I am asking different color and different design. I was there just for five minute to see the product and already felt like not welcoming. Saks fifth avenue Chanel doing way better
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June 2024 by Sookyung YUN (베리엄마)
There are a lot of things
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June 2024 by Aurora T
The employees here are beyond impatient and utterly incapable of resolving issues that they themselves have caused. This is absolutely disgraceful. Chanel is no longer a luxury brand in my eyes. The level of service is a complete travesty compared to what Coco Chanel stood for. This store is single-handedly destroying Chanel's once-sterling reputation.
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June 2024 by Tania P
Unfortunately have to agree with prior reviews in regards to the lack of service quality. SA was not knowledgeable about products and therefore not helpful at all, although everyone was nice.
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June 2024 by JY
I went to buy a silk scarf and it was nice because there were so many different types.
I wanted to buy cosmetics, but they weren't as well stocked as I thought, so I only bought a scarf.
The staff member, Katya, was very friendly and helped us with our shopping.
I hope to get her help when I go shopping for shoes sometime soon.
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May 2024 by L S
The lack of professionalism is appalling, more quality control in customer service needed here. The SA we had here was a complete disappointment, responding to questions about products with unhelpful non-responses, incredibly dismissive when communicating, and with an overall attitude that makes me question how he's even allowed to work in a customer-facing role. Thankfully, there's one other store in Saks that had SAs with a bit more decency (and amusingly, more items in stock).
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April 2024 by Lucy L.
I'm glad I see so many negative reviews because I completely agree with every single one of them. I have never experienced a group of such snotty, unwelcoming workers. The second an associate approached me, she pointedly looked at what I was wearing and acted like she couldn't be bothered to help me. She would disappear and reappear randomly and had the worst attitude when I asked to try something on. It was so bad I decided to leave behind the purse I was going to get and come back another day to get a different associate. When I came back the following day, the second worker was better, but only fractionally. She too acted like she had better things to do, but at least she wasn't rude like the first so I just bit the bullet and got my purse from her. 0/10 experience - online shopping is much more pleasant.
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April 2024 by Ann Mai
Love it here! Going back soon! Great customer service and packaging!
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March 2024 by Magdalena Homaj
Very nice and helpful staff.
Thank You for Mrs Nadia for finding a bag for me in colour I dreamed :)
Thanks also for Mrs Isabella!
