I shopped in this store more than 5 years, but this time the experience is extremely bad. The store…read morehandled the price with discrimination, the customer service is useless and with condescending attitude.
I purchased several Chanel products in Terminal M duty free store. I bought 3 eyeliners (Le liner de Chanel) with different colors. The salesperson in the store told me the eyeliners were all new for the holiday and were the same price. In the store, the eyeliners were display together and didn't mark different prices. When I checked out, the cashier told me the total, and I just paid and ran to my flight. By the way, the cashier registers were only two opened at that time and super slow with the process. There were always like 8 people waiting on the line. When I got home, I found out that one of them (number 514) the sell price showed 43.67 euro, and the other two (number 536, 538) were 36.10 euro. With the 10% discount, it's not too bad, but I was not feeling good because the store and salesperson didn't give me the correct price information. I checked the Chanel. com, the products are sold with every colors all the same price 42 euro. It just doesn't make sense that they have one of the product, came out at the same time with the others, but only the one with extremely high price. The sell price is even more than the official website. Since it is a duty free store, and they claim their store offers the best value, this doesn't make sense either. Thus, I contacted the after sale department (case number #69965), the agent Dorrine was not really put herself in customer's shoes to understand their concerns, and the letter she wrote was full of condescending attitude and exaggerate excuses. I also tried to use the what's up to contact them again, the same result and even awful, plus slow efficiency, took me 3 days to repeated the same thing there. They use the condescending way to say they OFFER me can return the product, but I have to pay the shipping myself. The worse of all, from the first to the last message, no one say their names. I asked their name and asked their manager's name, they never reply, it is extremely rude and irresponsible. I will think I am talking with robots. They even used the extremely case like their store are using French local chain store Marionnaud to sale the product, and not use high standard like department store or brand Boutique. The staff is lower down their level. I asked them, why your store didn't mark the price correct in the counter? Why even the salesperson didn't know the prices are different? and why you are the only store selling the same products but with different prices which is color discrimination? They just answered me this is how their store works. I feel this is a dishonest business, and it is cheating customers, with discrimination concerns.
I was asking to escalate this case to the higher up and their manager, but they never did. I told them I am not here to make trouble, I really want to buy the items, but they should refund me the difference of the 514 eyeliner and correct the price, but they were just circling there and denied they have any problems. Extremely awful situation!
Good luck when shopping there, and don't forget to get the member points and discount if you are a frequent traveler, they will never tell you that. I still met some salesperson are super nice and helpful there, and their previous customer service was awesome (Terminal M Venessa, and Phat are excellent, the only star is for them, they deserved 5 star in my heart)! But well, the after sales customer service now are super rude and unprofessional and need lots improvements. I still don't understand, they dare to tell me not to argue anymore and ignore my email and messages, but they don't dare to tell me their names? What a chicken behavior.
