Absolutely Horrible Customer Service and Policy Knowledge
CABAZON, CALIFORNIA -- I have a complaint that I want to bring to your attention. It concerns the staff attitude/knowledge at the Coach Factory Store, and I hope someone can resolve this. The particular store I'm writing about is located at 48400 Seminole Drive Cabazon, CA 92230-2125.
Here's the problem: On April 25, 2010 at approximately 3:30 pm my husband and I stopped in to the Coach Factory store; where I preceded to browse for various Mother’s Day gifts for myself, friends, and family. I had in my possession a 25% coupon/apology letter from your organization for being unable to repair a handbag I had previously sent in for repair. Knowing that I would be near the factory, I saved my coupon/letter for just this occasion. After spending an HOUR in line it was my turn to be rang up I happily and excitedly approached the counter with over $1500 worth of Coach goodies for myself, my friends, and my family. The young lady rang my transaction up and I handed her the coupon/letter. To my surprise after reading it, she immediately asked. “Are you serious? Do you really expect to save an additional $375 or so on already reduced merchandise?” I tried to explain the circumstances surrounding receiving the coupon/letter and the letter states that it can be redeemed online, at a retail store, or at a Coach Factory Store. The letter DID NOT state that it could not be used on clearance or sale merchandise! I asked her politely to please proceed with my transaction. She informed me to wait one minute, she went to the back, returned about 7-10 minutes later, and told me a manager would have to approve the use of my coupon/letter and I would have to wait until the next day because the manager had left for the day and was couldn’t be reached by phone. I tried vehemently to explain to her that I do not live in the area and was on my way from Los Angeles back to Arizona and could she possibly call customer service to verify the validity of the letter? She refused and stated that she would also have to keep my letter as well in case it was fraudulent and COACH reserved the right to refuse service and they were reserving that right with my transaction. At that point, my husband asked, “Can we just complete the transaction without the letter?” The associate loudly said. “NO!” I was shocked, humiliated, enraged, and embarrasssed to say the least. At my husband’s urging we quietly left the store.
I completely understand the need for policies and procedures but this was just completely out of line! I called in about this on the 26th of April and spoke to a customer service representative at 1-800-444-3611, the number listed on www.coach.com. After being placed on hold for well over 15 minutes while the representative tried to locate the appropriate department to take this call I hung up in disgust. This is the second attempt to resolve this matter amicably. I must say I am disgusted at the level of customer service your organization displays. Your workers are rude, unknowledgeable, and lazy, and this angers me since I love the quality of your brand. I am a frequent patron at your Scottsdale, Biltmore, and Chandler Mall locations. I spend at least $2000 a year in your stores, and although I do believe that some of your handbags are overpriced, I have continued to be a patron since I was 16 years old and I am now 31! I have been shopping at your stores for the last 15 years of my life. However, at this point I think I am going to have to say goodbye to COACH. I feel that I am getting the runaround and as a big company profits mean more than satisfied customers who spend their last in your store. Lack of concern or acknowledgement can potentially cost you a customer who spends over lots of money every year on your brand as well as likes to receive your brand exclusively as gifts for birthdays, Mother’s Day, Christmas, and Valentine’s Day.
In the future, if I do not get an acknowledgement I will not do business with your company. Also, I definitely won't recommend your company to others.
Here's how you can help me: Hire staff that is willing to communicate with your customers in an efficient yet patient manner. Re-train your staff on policies, procedures, coupons, and customer service. Ensure that customers are treated with respect and educate your staff in the customer service department so that when customers complain on your store employees they at least feel like their feelings and issues are taken seriously.
Thanks for listening to my complaint. I hope it is addressed.