CHANEL

Reviews

• BZ

  Barton Zhang

  Feb 12, 2026
  5.0
  I had a great experience today shopping here with my SA Astrid. Even tho sadly this store does not have the 25 small handbag I was looking for, she signed me up on a waitlist and is very patient presenting me and my friends with other recommended options. She is also very knowledgeable on the brand culture and product details. I would come back for any future purchases with Astrid.
• RR

  Rockie

  Jan 12, 2026
  1.0
  Warning!! Chanel boutique at Neiman Macus Palo Alto either re-sell used handbags as new or sell "worn' bags - perhaps Chanel quality is going downhills now as all articles and TVs reflect so. Sales there include Roxanne Bxxxx, Sdjourney, all... even state "worn" with manufacturing defects, though this shop is supposed to sell new handbags. Value yourself and your $$; please avoid this place!!!
• HH

  H

  Nov 29, 2025
  1.0
  This Tuesday I made an appointment to have my bag repaired for scratches. When I arrived, I still had to wait. A random man who happened to be there greeted me, took my bag to the back, and then told me it couldn't be repaired. So I left. Today when I went to wear my bag, I found several new scratches inside. I hadn't used the bag all week. Then I remembered that salesperson had very long nails. I'm furious—it's extremely unprofessional.
• BA

  Bia Alencar

  Nov 13, 2025
  5.0
  I couldn’t have chosen a better place to shop at Chanel. Every visit has been absolutely exceptional. My advisor, Malka, is truly incredible!!!!! By far the best experience I’ve ever had at Chanel. She’s so good at what she does that I walked in planning to buy one bag… and walked out with three! 💁🏻‍♀️ Malka is thoughtful, patient, and genuinely passionate about her work. You can feel the love and respect she has for her job in every interaction. I’ve been to the boutique three times, and every single experience with her has been amazing. I was honestly surprised when I later saw so many bad reviews about this store. Please ignore them and just ask for Malka. She is a gem. I’m officially in love with Chanel, and I can’t wait to come back!
• PD

  Perfume Delight

  Oct 6, 2025
  1.0
  I’ve been a devoted Chanel customer for over two decades, but my recent experience at the Chanel boutique store in Neiman Marcus Palo Alto was a complete letdown and unacceptable. The store manager and associates clearly lack the basic training required to represent Chanel’s high-end brand. Their service demeanor falls far short of what one would expect from an average retail store. In May 2025, I sent a pearl necklace with a broken string for repair. The staff who assessed it claimed she wasn’t a jewelry expert, so the repair notes would be incorrect. I received an email stating that the necklace couldn’t be repaired, I replied the email with more information, but after five months of waiting, I haven’t received any response from the store. Yesterday, Sunday, October 5, 2025, around 3 pm, I visited the store. The store manager refused to listen to my explanation and simply told me to contact Chanel customer services directly. He could have at least offered assistance, such as contacting the repair center to see what they could do to help me. The pearl necklace is from Karl Lagerfeld’s era and represents a significant part of Chanel’s history. It’s disappointing that the store manager and associates have no knowledge of the product or any high-end service experience. Regrettably, Chanel has lost its shine, and I, as a loyal customer, am disappointed.

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