I’ve read so many mixed reviews prior to coming here but decided to take a chance anyway since it was the closest boutique in Orange County. Came here when the covid restrictions were lifted but given the intimate experience they still required all guests to wait in line and to wear masks. Despite coming on a Monday afternoon, the wait was around 20 minutes which is allegedly not a long time.Upon finally entering, one of the sales associates escorted us to the wall with sunglasses. She did try to offer her opinion but completely missed the mark whenever I kept saying that the purchase was not for me but for my mother and that she preferred a minimalistic look. I understand that the namesake is what drives people into this boutique but I would argue that it’s just as important to understand your client’s needs in order to maximize sales. We barely spoke to our SA and even throughout the entire transaction we never even knew her name until we looked at the receipt after we paid.I would have loved a better guest interaction experience and it would have been great to have built a rapport with our SA as I did have an intention to return for the boy bag at some point in the year. Given my experience, I’m certain that I will still remain a client but will likely make my purchases in Las Vegas where the atmosphere is completely different and the SAs make your business feel valued.

Sunday, 27-Jun-2021, 12PM they closed the line not letting anyone else queue when there were at least 3 open spots to stand and wait. Manager said they will call police if we stood around not in queue. Horrible customer service.

Extremely unpleasant experience. Terrible services they treat you like air. A guy with neck tattoo was in charge with the line they just let your old ladies in was dressing fancy and we came right after them and he told us that the line is close menu because we’re dressing too casual for them. And he told us to come back in three hour because of lunch we think it is way too long for lunch hour so he asked to talk to somebody in charge he pointed out a man by the door “ I am watched by my boss you see the short black guy over there you can go talk to him.so we went over there and talk to the gentleman he talked to someone inside then told us to come back in an hour and then will be able to go in so we settled not too far away from the shop for a little over an hour. We went back and there is already a long line again and the men we talk to was gone and the guy was neck tattoo act like he never seen us. We asked to talk somebody to see if we can go in now and they reacted like no one talk to us earlier so I described The person we talk to and they act like they never seen anyone like that that works there. So they told me to wait in the end of the line for another three hour so we got a little confused because they told us to come back in an hour then they will have us inside. We were only dressing casual do they think that we can’t afford a Chanel bag? We brought the money and a nice attitude and a good amount of patient and they treated us like we’re nothing it was extremely unpleasant experience so we left. We went there for the bag I for some reason do you just won’t let us in will never come back again and we share this experience with all of our family and friends apparently they had a similar experience too. Good luck with your business I will never come back again the people there made us feel unworthy so if I’m the owner I will look for better people

First of all,if you should know that many 5 star reviews here were meant for the Chanel cosmetic counter within Nordstrom located 150 ft away from this shop.We had an appointment for pickup yet when we arrived the receptionist welcomed us with “sorry we are not accepting walk ins run” not even a “Hi” or “do you have an appointment?”, very professional indeed. After picking up my bag that same woman guided us straight to the exit, reluctant about us checking out some other items, like for real there’s no one even waiting in line excuse me? This skunk has an attitude when she probably making no more than the janitor🙄

The SA is not friendly and no regards for customers. For such a high end brand you would think they would take care of their customers but at SCP they do not care.

Very rude and unprofessional advisers. I had such an unpleasant experience 👎🏻

Extremely difficult to deal with. You cant speak to anyone at the boutique since youre routed to a call center. You cant make appointments online either. All I wanted to get status on a watch repair.

I literally had the best experience here! It felt like Disneyland. I did some research on exactly what I wanted (an iridescent cardholder) and went the day of (Thurs) without an appointment around 1pm in the afternoon.While waiting, Craig (expert in fragrance line) came to the line and checked up on everyone. He gave my boyfriend and me some perfume samples and offered to check up on the item I wanted while waiting.Our SA, Christian, gave us the entire tour of the boutique. I was able to try out fragrances with the both of them and the signature classic handbags as well (although they were the displays bc classic handbags are hard to come by).In the end, I bought the last iridescent cardholder the boutique had in stock (21k iridescent-bleu) as well as the last Chance hairspray (it smells exactly like the signature perfume without the alcohol—only $55!). Craig also stuffed in some extra samples in there too :DSuch brilliant luck! I feel like I used up all my luck for the month lol. I prepared myself for a bad experience, but it was the complete opposite. I had so much fun! I took pictures by the fireplace with the gift bags and called it a day. Just kidding! We went to Knotts Scary Farm afterwards.

I agree with the reviews here. I’ve had the same bad experience. I made an appointment by calling a number posted on chanel.com and someone got back to me so i thought everything’s ok and that was Wednesday. Saturday came, I drove to Chanel SCP and was looking for the SA that the rep told me to look for. I told the security standing at the Chanel store that I have an appointment with SA (i forgot his name), the security called a different SA and she told me the SA I was looking for he’s off for the day and that I did not need an appointment on Saturdays instead I have to fall in line. That’s when I said but I already have an appt can I just get in and she said no. So I left and went to Dior instead, way better customer service. Few days after, a Chanel SA texted me if they can be of help, I said no worries and told what happened and that I went to Dior instead. One dollar or five thousand dollars, no matter what the amount is, Chanel employees must have the decency to treat customers with respect. They just feel so entitled. Such a disappointment for an upscale brand.

Extremely unpleasant experience overall. Sales don’t text back, the stores don’t answer calls, and very long lines. It’s very frustrating to see them treat customers this way since they know that people will buy Chanel no matter what. Came here to return an item and it is the same line as the customers looking to purchase, which is ridiculous since I’m not even trying to look around and this process would probably take a few minutes. Anyway, when I finally went in to return, 3 sales took turns examining the item, which is very funny to me since the quality of Chanel items aren’t so great anyway. All in all, thank you for saving me money Chanel since I won’t be purchasing here anytime soon:)

Never plan to come on Saturday. No appointment is available, and lines take forever. I was here in line with about 12 parties ahead of me. After 1 Hour 20 minutes now it still see 5. That’s after a few customers left without getting chance to enter the shop. And I am too tired and boring to open a google map to write a review. Never done this before in other store.Selection is good, experience when you get into the shop is also fine. But the experience outside the shop need an improvement. Only 1 employee check the waiting customers once during the wait. I was here just try to see exchange/return on a previous purchase, but have to wait in a single line of customers with all different purposes. A fast pass line could be a good option for the customer who won’t spend much time

Terrible customer service! I wanted to try on a dress but sales lady rolled her eyes and said dress?!?! She showed me clearly that she is not gonna help me at all. I left in shock.Thanks to Chanel sales rep I went to Dior and spent my money there.All in all, thank you for saving me money Chanel since I won’t be purchasing here anytime soon!

Went there twice and both had very unpleasant experiences. First time went there and tried some sweaters on and was hoping to get one. But the sweater was shorter than I thought. I didnt want it and the assigned saleslady was rolling her eyes thinking that I didnt see her. 2nd time went there and was trying to get a wallet on the shelf, the assigned saleslady ran to me and yelled at me dont touch it! with loud voice. Instead, she could say nicely let me help you. I really dont appreciate their attitudes toward to customers. I would rather buy online instead of letting this store to make money from me. And not to mention that I had waiting in line for 50 minutes to get in and this was how they treated me. Strongly NOT recommend anyone to shop here for their awful and arrogant attitude.

This stores management should be fired for allowing such terrible customer service. It lists as closed even though it’s fully open. The only way to make an appointment (since nobody answers the phone and the website shows closed) is the travel to the store. Once at the store the security guard will give you a business card for a sales rep. I texted and called this rep Sirosh to make an appointment. She didn’t even have the decency to return my call or text. It’s my wife’s birthday and I’m trying to purchase a classic bag for her. I guess that won’t be happening this year. Thank you Sirosh and Chanel for nothing.

The store is currently requiring people to wait in line to get inside as to limit people in the store and socially distance. Only the few idiots are complaining about it. Great experience with sales person being very patient and assisting with all the questions we had.

BAD CUSTOMER SERVICE. BAD MANAGEMENT.1/20/2021 - My wife met a friend who has an appointment with Tiffany at 6 PM. They BOTH came in and I waited outside due to their policy. While in the store, my wife wanted to purchase a Coco purse, but Tiffany kept saying that purse wont be available for purchase, even waiting list is more than a year and a half. Disappointed.Then, the next morning, 1/21/2021, my wife got a hold of her sale advisor who she always deal with. Her advisor said she HAS IT IN STORE and arranged an appointment at 1:30 PM. Nice, a purse was just miraculously appeared in store over night and ready for purchase, though Tiffany said otherwise the night before. Maybe she thought my wife was just a tag-along person who was going to waste her time ?My wife, toddler and I showed up a little early. They only let my wife in because of ONE PERSON PER PARTY policy. Fine, I respect their policy, I waited outside with my kid. Then TWO ladies showed up, the manager and the guard let them in. I was curious and asked the guard, he said just wait for a person come out and I can come in. 2 people came out, they let people in the line to come in and I still wait outside. My toddler was getting a fussy and wanted his mom. I asked them nicely again and same answer, wait for a person to come out. I was irritated and started to raise my voice. Then they let me in.To management: if you have a policy, then enforce it to everyone, equally. STOP treating customers like they cant afford your sh!t.STOP hiding merchandise in the back room.PS: I attached the receipt here. We showed up, we meant business. In and out quick. Nobody got time to waste here. BTW, my wifes friend purchased the exact purse from the same advisor 30 minutes after we left via phone.Yea, she SOLD TWO PURSES within an 2 hours. I wonder how the waiting list works. Year and a half ? Too funny.

No appointments.Boutique Manager Kristy, SA Sorush and SA Michele are wonderful and welcoming.I have such an awesome experience shopping.

California South Coast Plaza Chanel Boutique customer service stinks!!!I bought a purse in Belagio Vegas and wanted to exchange it to a smaller version and this boutique would not take it because I didn’t purchase it their boutique. I made a 2 hour line only to be treated like I had purchased a fake bag although I am within the 14 days and have not used this bag at all other than trying it out at the Belagio chanel store. This happened on the of 4/16/2021. The managers took my purse to the back out of my sight as soon as I got there and wouldn’t allow me to see any of their selections before they took my bag. Horrible experience to say the least!!! No matter what I said, even had my Vegas SA on the speaker they would not take the bag!!!!😡

As long as you ladies “look the part” the staff here are mostly awesome. If you look frumpy or disheveled don’t even bother, though, they’ll ignore you like last year’s shoes. Some are just horrible people among the staff too, I mean, I even heard one stole some guys credit card number and rang up a bunch of stuff on it! Still, it is Chanel, if you know what I mean. They have ALL the latest and greatest fashion trends.

Maria should be fired, she is very unprofessional!!! I had a return of a Valentines Day gift from my boyfriend. She thought it was okay to review my return outside of the store in a line full of people. I corrected her, and asked to have my return completed in store. She moved into the store about 10 feet from the door and pulled out my bag for inspection. After, she decided it was okay to take me to the register.I thought the experience could not get any worse, she said because my boyfriend paid cash, she had to mail a check to him which would take 4 weeks. She did not offer store credit, although I am in their system, she would not allow me to process the return under my name. She went to get the manager Amandine who said she would look into it. They both walked away for about 5 minutes. When she returned she said she called my boyfriend to get his address to mail him the check. Not only was I shocked, it was very upsetting.I think there is some prejudice going on within this establishment. I have never experience this type of treatment before from any prior shopping experience.After getting this type of service I will not be shopping with Chanel again.

Awful experience overall. How can Chanel has a such bad boutique at here. I went there at 4.15 on Saturday and was ready to be in the line and then the security told us to come back at 5.45 and he will let us be in the line. I came back at 5.40 and then that security guy said the line already closed.the attitude is mean and I’m so disappointed on how they treat their customers.

Customer service as of today was amazing. We waited in line to get in. Unfortunately, we had to setup an appointment to come back tomorrow. Ill update this post afterwards.

I have been to this boutique several times and NEVER had a positive experience -- the long wait, snobby associates, and lack of inventory. They never had the things I looked for and could never provide me some good answer as to when they would restock. Every experience to this boutique has turned out to be a complete WASTE of time.

Second time coming here, perlying didn’t let me in, I showed that I had called and tried making an appointment couple of times and the person I spoke with said she will leave a message and someone will call me, but no one did, No one let me in and I knew what I wanted, worse customer service

My sales associate (SHAHD)was very professional, helpful and knowledgeable. It was a great experience, and will definitely ask about her for my next Chanel!!

Love this location so much. Every time my husband or I walk I feel like I’m home. The staff is so friendly and accommodating, most of all they are not pushy. It’s a pleasant experience to shop here or to just browse and not feel pressure. They also always have a pretty amazing stock of latest styles and if they don’t they do all they can to provide the best service.

Good service n nice price

Too long to wait.... only 2-3 people per hour can go inside the store..I know it’s COVID 19 .. but don’t need to be like this.

I bought a pair of sunglasses here and I was in and out very quick. They had the pair I wanted and it was wrapped and packaged beautifully. Store is in a great location, you can go in and out through Tiffany. You don’t have to venture way into the mall. I like to go in, get what I need and leave right away. I’m always on a mission when I shop.

Not successful customer serviceBetter to know a sale to have the products you want.

I have purchased multiple items here from Michele. She truly goes beyond your expectations in all aspects. She really cares about her clients and I will continue to shop from her! I think I sometimes shop here because I love placing orders from her!!I live 15 minutes away from the Beverly Hills location, and yet I shop from here. This says it all.This is the place to go for your Chanel.

I called ahead to ensure this Chanel boutique was open given the restrictions in place as a result of COVID-19. They were open until seven according to the customer service representative I spoke with. Imagine my surprise when I arrived at the store, around 5:30 pm, yet was turned away because I had to have an APPOINTMENT to shop inside. Listen, I am all for responsible social distancing amidst a pandemic — if I was told that I needed to make an appointment when I initially inquired over the phone or if this was mentioned anywhere on the website — I would have surely complied and made an appointment. But, after driving 50 miles from Los Angeles and being turned away by a customer associate who didn’t seem to care about the fact that their policy is not published ANYWHERE online nor is it preemptively verbally explained over the phone, I am not at all happy with this location and its customer service (or lack thereof). I drove down to escape the Los Angeles crowds but instead wasted an hour and a half of drive time there and back. One star for you, Chanel Costa Mesa, and that’s only because there is no option for 0 stars. I will stick to my LA location instead.

Very nice ppl

Extremely poor experience.

Best customer service every time I shop here. The ladies, Ms.Eva and Ms.Velekei, are super nice SA, very helpful and professional. I live 1.5h far from this store but I rather go to shop here than the one on Rodeo drive( which is only 4 miles from my place) that one is the worse service ever.

Inspiring and welcoming Chanel store location in South Coast Metro.

Worst customer service ever! Maria manager she is not only didn’t assist us meeting our expectations but also was rude, unprofessional, and frankly out of line when she kept saying this is not my shop when one other customer hoping to receive assistance heard from Maria we went in on request from Chanel customer service to exchange an item new in box and she kept saying she needs receipt even she could see our credit card and customer information on product. Experience was awful. I will report maria to corporate office for additional customer service training.

Just got booted from a room with no customers in it. Entitled wanna be salespeople with a zero ability to read a potential client.

Michele was amazing knowledgeable and everyone there is great my go to for my Chanel

An excellent shopping experience. Thank you Lana for a stellar customer service....2019, another beautiful experience shopping at Chanel boutique yesterday.

This store is the definition of perfection. A south coast staple. Louis Vuitton, Gucci and Chanel make this mall in my opinion.

Amazing as always

The first time I visited this boutique, my experience wasnt actually horrible, but very nice. Came in, spent about 15 minutes, more or less, left with exactly what I wanted so good customer service in all (I dont remember her name but the SA who showed me the collection I wanted to see was extremely nice.. I wish I got her name!) However, I came home, opened the Chanel box in which they wrapped very nicely, and noted that I hadnt even used the item for even a single minute, I looked closer to the side and noticed it was torn a little bit in the upper corner.Obviously, I was shocked because for their name of high-end luxury products and goods, you would expect whatever you buy to be in pristine condition with no flaws whatsoever. Im like whatever, Ill just go back to the store and get a replacement. After waiting in line for about 20 minutes because of traffic control inside the store, says the security man in front, I went inside and was greeted by the same SA who ringed me out for the item I got the other day. In the beginning, her face was pleasant and she asked me what I needed. However, after I told her that the item I bought was defected and wanted to exchange it for another, her mood took a 360 and she didnt seem happy at all to exchange it. She agreed to switch it out for a new one, which for I am thankful. But during the entire process, there was no apology, no smile. Thanks anyway. *thumbs up btw for rolling your eyes to your fellow coworker when I showed you what was so wrong with the product*Go to Louis Vuitton, the SAs are nicer.

My wife came to shop and purchase pair of sunglasses and asked to try on several pairs. The first words that came out of the salespersons mouth was “no refunds allowed.” What?!? My wife obviously came to purchase sunglasses with the intent to keep and did not understand what prompted the salesperson to open up that comment. Suffice to say, we immediately left and will never return. Horrible customer service experience!

Great service, but was quite disappointed in there stock of handbags ..would of loved to walk out with one but sadly not this time ..Channel is timeless but this time not for me 😢

This was excellent service highly recommend this location

I just visit here today to get service on boy bag that I bought couple months ago.(little damaged)The staff Ms. Monica AndreuNot asking a single question but say sorry. They satisfied me so much so I decided to buy 2nd bag that I plan to buy end of year. Thx for excellent service. ^^

Brittany was very helpful!

Amy is the best employee in this amazing store she was a great helper she made me purchase my very first Chanel bag!!!!! Very satisfied with her professional service.

Can never have enough channel. Excellent customer service

I went there on my birthday with my boyfriend with the intention of buying a new bag... The sales lady followed us the whole time, refuse to let me look at anything in the store told me she was calling security, I was well dressed and had a big tiffanys bag as well as other high end shops... I left crying and devastated... I went to Louis Vuitton hoping for some kindness and they were so sweet and nice helped me find the perfect bag! Ill never buy Chanel in my life! I now hate Chanel and tell everyone I know of my experience but I am now a life long Louis Vuitton fan!

Friendly and professional personnel. Thank you!

Let me first start by saying that I am Japanese and visited and shopped this store with my Mexican husband this afternoon (because the common denominator amongst the one star reviews on Yelp appear to be race.)Secondly, I was wearing my LA Kings Stanley Cup 2014 Championship t-shirt (Go Kings Go!), jeans and flip-flops. My husband was wearing a t-shirt, Dickies shorts and Nikes (because apparently what you wear into the store is EXTREMELY important. *rolls eyes*).Now...we walked into the store with our Macy*s, Coach and Gap shopping bags (*gasp* the horror!!!) and were greeted very politely by five different sales people. Each of them asking if we were looking for or wanted to look at something.I knew what I was looking for, but wanted to browse around. We were not followed. We did not feel as though we were being watched. When I was ready to look closer at what I came into the boutique for, Simon was ready to help.Simon was a wonderful sales associate. He presented every color and style option in what I was looking for and offered details about the product that I would want to know.When I decided on which piece I wanted to purchase, Simon offered my husband and I some water and asked if we preferred it sparkling or flat. *love lil perks*Simon brought out my purchase beautifully wrapped and informed me that my item had been registered with the info I provided.All in all, this was an above standard visit to the newly renovated boutique!And this is coming from a Japanese chick dressed in a t-shirt and flip-flops who came with her Mexican husband in his Dickies.Orale!!!

Save me wont leave there under 1,000,00

Poor Service

My favorite brand and place on the whole world! #lovechanel

This location sells defective products.

The place to go for your Chanel products!

Great service, nice staff, no pressure.

Great service

LOVE LOVE LOVE CHANEL...HAVE 5 CHANEL ITEMS LOVE THEM TO PIECES

Terrible customer service

😍👌💓

Dope

Super bad phone customer experience. No one answered the phone for almost the whole day, and finally the call was connected. The other party was arrogant and told me that if I don’t know the sales, I can only go to the row on Saturday and Sunday, and I must make an appointment to enter from Monday to Friday. I don’t believe me on Monday. She will drive me out. Of course I wont go, I wont come to this store again. This is not a service at all, and it cant even talk about ordinary services.

Their arrogant and impolite attitude, you can try in this shop. It took me two hours and seven grand to buy anger. They didnt have the bag I wanted. SA said they would keep it for me when they got the bag I liked . But only if I buy more stuff. No more spending money here.Want to experience impoliteness, bad attitude, welcome to come here. After spending money to buy an anger, I also gave SA a face. I bought more than 7,000 bags and asked me to distribute the goods, saying that I would not keep them for you if I bought so few things. I wont be here anymore.

The staff are very friendly, the tax is 7.75%, so you can save a bit more than living in Beverly.

The line was very long...there was nothing I wanted....It seems like these days...Im going to have to think like this before leaving...

The coolest brand

Very friendly. The best Chanel store in LA county

Its okay and the staff is not cooperative