CHANEL FRAGRANCE & BEAUTY Milano Galleria Vittorio Emanuele

Wow. What a luxury visit. Introduced to a new exclusiv fragrance and so much more. Super polite and helpful staff. Gift wrapped and packed my purchases brilliantly!

Excellent experience! They gave me a free make over and I purchased the most incredible mascara I’ve ever worn!

One of my favourite shops in Milan <3 The personnel is always welcoming and helpful, especially Patrizia. She is also an amazing make-up artist: If I need a make-up for special occasions (including my wedding), she is the one I trust.

The person who helped me was amazing, so patient and helpful, knowledgeable, I ended up buying more than planned.

I had a horrible experience with Chanel. In the US I buy Chanel makeup from high end department stores and can return it if I don't like it, as it should be because a lot of Chanel beauty products are hit and miss for the price (especially some of them which I now found out contain awful ingredients). Anyways, I lived in Milan this past summer where they have a flagship beauty boutique. I bought a nail polish one day and all was well. I decided I wanted to try a foundation of theirs that isn't sold in the US anymore (Les Beiges Cushion). The "makeup artist", a 40s-50s looking blonde woman, tried to put it on me but used cheap sponges and barely used any product at all so I couldn't even see pigment on my face while she tried different colors. After several unsuccessful applications from her, I told her I wanted to try the regular les beiges foundation because the other one had no coverage (but really it was probably her faulty application). She puts the les beiges on me, which I tried on previously in the US. I know it has light-medium coverage, but the way she applied it had NONE. Couldn't even see the color swatches she did on my skin accurately because she would barely use product. I bought it anyways because I wanted it previously and it was taking way too long. Fast forward. I used it maybe 2-3 days and had an allergic reaction from it. Little almost rashy bumps all over my face. Not to mention the color was orange as a pumpkin so I no longer wore it. I took maybe 2-3 weeks to return it because I worked every day and traveled every weekend so I didn't have much time to go back to the store. However, on the receipt it said I could return it for a refund or store credit within 30 days. Since it was the Chanel boutique and not a department store, I would've been fine with credit. I understand not taking a return if the color is bad, but an allergic reaction warrants a return. When I tried to return it the same awful makeup artist and another employee were there to assist me. I explained my situation nicely and they looked very judgey. They started mumbling about me and the lady I hadn't previously seen told me that "her colleague had done my makeup and I thought it was fine then". I explained yes, but it literally gave me an allergic reaction. Then the lady who did my makeup questioned me asking why I hadn't come in earlier to return it then. I explained that I work so I don't have time and this really annoyed me so I stated that it had been less than 30 days since I bought it. They seemed unknowledgeable and judgey. They treated me like I was a super unreasonable person. They got me to speak on the phone with some man from a headquarters or store in France I'm not sure. He was very nice and explained that they would return it for store credit if I filled out paper work that would have to be mailed to me, sent that back in the mail, and then sent the product back for testing. I agreed because what else was I supposed to do? I didn't want to make a fuss if they weren't like Chanel in the US. Although I shouldn't have, I thanked the ladies very genuinely for helping me try to solve that. As I was doing so, the lady who I had just met seemed nicer like she was going to say you're welcome, and then the lady who did my makeup pulled her away and shook her head as if to say don't communicate with her. Safe to say I never went back to that store and am hesitant to buy Chanel at all now. I got the papers in the mail and it was literally over 10 pages of interrogation like questions. I was asked to provide photos of my allergic reaction and list every single product I had used or switched. Of course, by then, (2-3 weeks of no use) my reaction was gone so I had no photos. It was too ridiculous and time consuming so I just deemed it a loss of money and an awful customer service experience. Do better Chanel. You're slipping behind other brands with customer service.

I wish I could give 0 stars. Wretched, horrid. Walked in to make a purchase and was greeted by absolutely no one even though two of the employees were doing absolutely nothing. Worst customer service- they should be ashamed! I doubt there are many people who walk in to a store with no intent to purchase, so I’d rather take my business to Sephora (where you can get an occasional % off) or order online (you can also visit the nearby magnificent Rinascente for the same make up and perfumes) HORRID customer service, these girls should get off their high horse acting like they’re Gabrielle Chanel herself- girl, you need a reality check you only WORK at Chanel. After waiting over 5 minutes to be ACKNOWLEDGED, I simply walked away. I will be contacting Chanel to let them know, after years of being a loyal customer one should not be treated this way!

Staff was not very careful. They packed the wrong pochette together with the bottle of perfume I purchased. So, I will have to go there again to get a matching one. I would expect better service at such a high-end store. ETA : I added one more star for how they handled the switch later on. Matteo was very helpful in explaining how this could have happened. And there it shows again that good communication is everything.

I love Chanel make up products and I’ve bought them in London/ Paris/ Singapore. I’ve had really good experiences shopping in those stores. I came to this store looking forward to buying make up and went to this store. The moment I walked in, this lady attended to me. When I asked her about the water-fresh tint make up products, she explained and rudely asked me not to interrupt her. Also, when I said I would try it on my skin, she offered me a brush; I said I want something like a disposable cotton bud since I don’t use brushes used on other people. She said the brush was cleaned with alcohol. I said that’s fine and I’d use my hands. AND SHE HAD THE AUDACITY TO SAY THAT MY HANDS ARE DIRTY!! That is also extremely racist (I also noticed RACIST behaviour from her until I started buying). I however ignored the comment and continued to shop for what I wanted. Once she saw me buying stuff, she suddenly became nice and in the end she apologised for being rude. Bottom line is, I urge Chanel to keep such rude staff under check as it ruins the shopping experience which Chanel is known for! This is my first bad experience in Chanel (having shopped in multiple Chanel stores).