Chanel customer service won’t refund damaged item, how can I escalate?

If Chanel won't refund you for a damaged item, make sure you're still in their return window (usually 30 days from delivery) and contact Client Care again by phone, live chat, or the online form with your order number, proof of purchase, and clear photos.

Make sure you say that the item is damaged and not that you changed your mind.

Take the item and return slip (made through the Return Portal) to a Chanel store and ask a manager to look at the case again in person. Unlike online help, stores sometimes handle exceptions more flexibly.

If they still won't give you your money back, feel free to tell your story here.