Coach, Inc.

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1.1 out of 5, based on 9 ratings and
27 reviews & complaints.

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Awful Customer Service
Posted by on
Rating: 2/51
JACKSONVILLE, TEXAS -- I want to start off by I always buy Coach - in store or online and while I noticed minor things here or there the Customer Service has just dissipated over the last year. I purchased an order online before Christmas this year with guaranteed delivery prior to Christmas. I'd understand if it was the day before and because UPS had several excuses for not delivering mail I wouldn't get the package however that was not the case at all. So setting UPS aside because someone will surely say this is a Coach review and not UPS - although a Coach representative stated they knew UPS packages were not going to be delivered on time even though they still offered such a service - I'll just address the Customer Service issue. I contact Coach letting them know my package isn't going to arrive, which by the way they keep the tracking numbers and could have easily contacted me to be proactive, and I'd like to cancel my order that would not arrive as guaranteed. First I was given the standard script of their return policy - keeping in mind I haven't received a package, being proactive to not receive the package, and oh not costing me all the return fees for their error in not following through with a guarantee. I respond back to the email that I understand it's scripted however they didn't offer any alternative such as UPS will gladly return a package to the sender if the sender requests. WOW I mention that and all of the sudden my package that I'm not going to get any time soon is being sent back to Coach. However I have to wait for a refund of products that would never grace my doorstep. Coach can't explain that other than they have to scan the bar code in order to issue a refund BUT I never received the product and they are the ones who know I was never going to receive the product. Then they graciously inform me that the entire process could take two weeks. So for an entire month my card was charged for a product I never received, wasn't going to receive and wouldn't be refunded until shipping was received and processed. For some silly reason my credit card company doesn't understand that and I've been charged interest for a purchase I have never seen. Just FYI it took 14 days for UPS to not send me a package with next day delivery and to return it back to Coach, Inc with 3 day delivery. So it took an extra 10 days to return a package with a 4 day delivery time, but I'm not speaking about UPS since this is a Coach review. I also haven't received my refund from Coach - guessing it was 14 days AFTER the package was received back at their facility because you know it takes time to scan products a customer never received to return their funds! So hopefully by six weeks out I'll have a refund for products I never received.

In store hasn't been much better just to shop. I have only returned one bag in the past and had one sent for repairs - actually they just replaced it because the whole PVC piping thing was a bad idea - and I'm thankful I never experienced this before. It's been a total nightmare and thankful that other companies who's products didn't make it to my house on time have been so much easier to work with and were proactive! Thank goodness there are thousands of handbag designers and we aren't all left with this one as our only choice. Look on eBay for my old/new handbags I have a lot!
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yoke on 01/03/2014:
This is the issue that so many people had this holiday season. Even though UPS got the blame it was the retailers that lied to their customers and told then that it would be delivered by Christmas. I commend UPS for the amazing job they did and hopefully retailers will stop lying to the consumer promising delivery when they know it is impossible. Retailers don't care, they got to blame UPS.
Soaring Consumer on 01/04/2014:
I suggest contacting your credit card company and disputing the charge. They should reverse the charge and the interest on it.
Paul on 01/04/2014:
I used to have CC bills of $26K a year. I'm down to $12K. I've not paid one penny of interest in 25 years since I pay the full balance each month. I'd highly recommend this as a defense against what happened to you - in this mode, not receiving a refund for a month is a non-issue. I never "see" charges for items that are cancelled/sent back.

Most companies I have dealt with will not issue a refund until merchandise is returned, regardless of circumstance. One exception to this is Amazon.

While you stated this isn't about UPS, it sounds like UPS was the principal cause of the issues. I always use the tracking from the start, so I know if it is the sender or UPS who is at fault.
madconsumer on 01/05/2014:
sounds like the shipper is at fault here. did the order leave their warehouse timely, for a timely delivery date?

the credit card company should not have to take the hit for the charges and interest, since this has nothing to do with them.
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Coach's Bad Customer Service and Return Policy
Posted by on
Rating: 1/51
NORTHBEND, WASHINGTON -- Coach apparently trains their customer service and associates to blame everything on customers and not take any responsibilities.

I bought 6 coach bags at Coach's Northbend WA outlet for the first time in June 2012. I was buying them for gifts. It turned out that I had one left over and decided to return it. Because I was 200% assured by the sales associate (#952706) that these bags are returnable with a receipt. I didn't think much of it and just took and paid for all 6.

Little do I know that I should have looked very carefully at the bags.

When I returned from my travel in Sept to return the one bag that was not used (I didn't even take it outside the bedroom since I decided right after buying them that I bought one extra), I was shocked that the outlet manager pointed to a marking on the bag (which I noticed for the first time) and said the bag was used and they would not have let that bag out of the store in the first place. And because of that, it's not returnable.

First of all, when I was sold the bag, no one told me to look carefully before I accept it. Secondly, it was obvious to me that the shop manager and associates were trained to have the scripted line that "oh we inspect every bag when they get go out the store and would not have sold it if there is any flaw." I think that's a great policy, but how does anyone know that there is no clerical error or an associate either mistakenly marked "as-if" product as good, or they didn't accidentally mark/damage it?

In denying that they could do anything wrong, they were accusing me of lying, which I did not. The interesting thing is that I have just as much reason to accuse the assicate of mishandling and negligent as they have to accuse me of lying.

I have never been this humiliated.

I would like to warn everyone who buys from a coash store (especially an outlet) to inspect your merchandise carefully before walking out of the store.
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ok4now on 09/24/2012:
Excellent post. When you're purchasing designer label merchandise, outlet store or not, you expect exemplary customer service. This includes returns without giving the customer a hard time. You did everything right. It seems that they were looking for an excuse to deny this return. If this was a recent C.C. purchase you can dispute it. I'm also thinking had you made this purchase at Macy's (same product from the same company) they probably wouldn't even question the return. The difference is not Macy's (full retail) vs Outlet Store (discount) The real difference comes down to the level of customer service. The Outlet Store failed big time. I would complain loudly.
trmn8r on 09/24/2012:
You approached the store with a bag purchased 3 months earlier and requested to return it. On inspection, the bag was marked in a manner that it appears to be used - a mark that you had not noticed yourself.

Unfortunately, at that point you need to prove that it was marked when you purchased it. But you hadn't seen this mark previously. You assume the mark was there when you bought it, but the store has no way of knowing when it happened. This is a sad situation, but I can see why the employees acted as they did.

I'm not certain from what you wrote that they accused you of lying so much as they didn't feel you proved that the bag was marked when it left the store.
melissa253 on 09/24/2012:
I can understand why they wouldn't accept a return on a bag bought 3 months earlier. There is no way that you can prove it wasn't used or that it had a flaw when you bought it.
CowboyFan on 09/24/2012:
The op bought one too many bag, which she knew immediately, but did not return for three months. Waiting always causes problems.

The other thing is that even if it is left in a bedroom, there is still the possibility that in handling, storing, putting something on top of it, that the mark occurred. Was anyone in your house during the 3 months you were away on travel?

When one buys at an outlet mall, by their nature they are selling season ends, etc., so don't expect to be able to return things months later without a problem.
Shelley on 09/11/2013:
This happened to me in there outlet in alberta. There was a slight mark the size of less than a mm on the inside and I only had the bag two days. Not impressed. I currently sent the bag to Jacksonville FL for further inspection at my cost to determine if a refund is possible. Terrible customer service will no longer buy coach at all.
Cate on 01/16/2014:
I've purchased several bags on the online store, because the outlet store is over 50 miles away. I did purchase a bag at the outlet store in Columbus, Ohio when I was traveling through that part of the state. I have to say, no one looked at anything other than the price-tag, while I was checking out. I took the bag home and before I removed the tag, I saw a small pen mark. I called coach and they stated the same thing
Elizabeth on 06/28/2014:
I had the exact same thing happen. I returned 2 brand new items that I received my mail order because they were defective and they were sent back saying I had used them.
Megan on 07/27/2014:
I'm so sorry you had a negitive experience at the North Bend store! While we do our best to inspect every bag it's also wise for the customer to examine closely to avoid any confusion :)
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The Customer Service has not changed- AT IT"S WORST
Posted by on
FLORIDA -- I shop with Coach and awful lot. Over the past several years I received great customer service until recently. Now I just ordered a handbag, paid for 1 pm overnight delivery $30.00 and when I called the 888-262-6224, they tell me that I will not get this the next day. I ask why, they said because your order was not placed here at 1pm. I told her yes, I did. I even called the store to confirm.

I asked to speak to a supervisor/manager and I get Christine Bennette, who tells me that I am unable to get my order that was placed 12pm on Thursday, Friday. I told her I confirmed with the store and they did the 1pm overnight. She said well we are not able to do anything, we did not receive it on time here and it's ready to be shipped and it's on the truck. although she cannot give me a tracking number. I told her I spoke to the manager at the store and he explained I could ask for Saturday delivery and she said that because of issues in the past that they have corrected, I would be unable to get this done. Okay so because of issues they corrected because they mixed up in the past, they are unable to fix this issue?? How does this make sense. They made another mistake and I have to pay for their mistake??? I am very confused. Is this how you treat someone that just spent $$415.80 in purchases?

I told her I know one of the ladies I spoke to said she would refund me the $30.00 charged for the overnight delivery and she stated well it is overnighted. You will get it Monday! Okay I ordered this on Thurday 12pm and if I am correct delivery by 1pm overnight would be Friday not Monday. So now tell me what I am missing here??? I could careless what has happened in the past in which you corrected because you did something, if you want people to come back you treat them with repsect and you fix what you messed up. Do not blame me for what you did.

AWFUL customer service- Shop at the stores, not at the 800 number, they are the worst! or DO NOT SHOP here at all!
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Skye on 01/14/2011:
Was it 1pm your time or 1pm there time? Are they in a different time zone?

Just something to consider.
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Discriminated to Chinese American Customer
Posted by on
GILROY, CALIFORNIA -- I am a Chinese America and speak English with my accent.

I shopped at Coach Factory outlet Store in Gilroy, California for three years. Most time when I pay the money at counter the cashier shows the madness and disdains to me.
If I bring some items to return, they look at me more like enemy.

5/18/2010, when I was in front of cashier's counter to pay some bags, a white young girl who is front manager asked my ID and very rude threw it on the counter, yelling to a cashier: "Check her, Check her!" Her face expression shows: "She is a Criminal, check her background"! I felt so bad and so embarrasssed.
(Before a couple times they bring away my ID and Credit card to look some books without tell me anything. It is made me nervous and worried: What's wrong, what happened on me? Also I felt my private information kept by others is a danger things. My private information maybe stolen by somebody and used. I try to ask them so many times, they just ignore my questions, pretend they did not hear.)
This time the cashier made a mistake. She did not take an additional 50% off for a markdown leather bag, so I have to go back the store for price adjustment second day.

5/19/2009, after the price correction, I saw three colorful Poppy bags which I bought yesterday on the shelf and I got them to pay. The same girl front manager walked over and took away the three Poppy bags yelling to me: "You can not buy those bags, you bought yesterday."
I asked why? She turned her eyes away and answered: "it is Coach new Policy."
I asked her: The police you told me last time is "not over three items of same style at one transition and total together not over 10 items in 7 days."
She said: "This is also a policy, You cannot buy same items every day in Coach store".
I requested to talk with store manager who above her. After a while, store manager Coral walked over. I told her every time I come to this store and these cashiers not nice to me and always have new policy to against me. She is so cold and said: "Look the police in front of you, we reserve our right to laminate the customer buying quantity."
I read the police, there is not policy saying: customer cannot buy same items over three at one time and Customer cannot buy same bags at second time. The only limitation is can not buy over 10 items in simpler products.

I said Policy did not mention anything about customers cannot buy those bags again.
She answered:" It is new corporate policy, we did not tell you, because you did not ask".
I told her if your cashier did not made mistake, I will not need to drive 80 miles back and this will not be happened. She answered: "People make mistakes, you paid that transition by credit card, you signed the sale's sheet without check, so this is all your fault!"
Is a store manager should said like those? She threw over the cashiers mistake to my responsibility. Should we trust Coach store anymore?
From her eyes, I felt discrimination hit and disdain only!!!

If I am a white lady and speak perfect English, will she still does those???

I just don't get it, they don't have a common scents: only customer buy, Coach can make money, and keep store in bussness, so you can be hired.

That is the reason Coach Products quality and service going to toilets - They don't care the customers, they only want the money!!!

Please do not buy from Coach any more and let all our friend to know: Stop shop at Coach!!!
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Slimjim on 05/20/2010:
"f I am a white lady and speak perfect English, will she still does those"
If they think you are reselling them illegally, you bet. Why are you buying the same items everyday and still continue to shop there under such scrutiny?
Anonymous on 05/20/2010:
Good question.
Sheriffs Uncle on 05/20/2010:
Excellent question. Plenty of places to spend your money. Why go where you aren't wanted?
oldisgood on 05/21/2010:
Something is sooo wrong about this post. If the manager is YELLING at you, I don't think I would go back to that store. I don't think it would make a difference in how many items you bought. If you paid the price you can do whatever you want with the merchandise, even resell it if that is what you want to do. How would that be illegal??
Sxp on 05/24/2010:
If you buy something in Coach factory store over 5 or more items, they will bring your ID away or write you Credit Card # /ID numbers to look a book without tell you anything or get your permit.
Go to try!!! Go to fell when people in front of you to do something ......
I am not a Coach Girl, I never wear or carry Coach bags at all. I bought those items for my friends in China who send email & pictures of Coach bags they likes. Poppy is new in China, all girls want it.
If you live in SF Bay Area, you can see over 50% of Coach Factory Store customers are Chinese. Most Chinese Customer will spend $500-$1500 each time in those stores. After Coach goes cheap market start, it fits into a lot of Chinese's range. Every Saturday & Sunday Gilroy Coach outlet store hundreds of customer will line up the outside Coach to wait into the store. This proberly is a reason make Coach think they are big, strong, rich and does not need to care the qaulity and Customer anymore.
(Coach Retail Store in China sell price is almost twice of USA Retail price. 100%-200% import tax made Coach bags very high price. Where will you buy from? Of cause, 60% - 75% off price in factory outlet is a deal. )
Because a good deal, we have to face the cold face? To be Checked as a Criminal?
I really hope somebody stand out or group together and protect our rights.
This is only Co. I shopped in USA who is mad with customer purchase a lot. Is it not strange? I looked back, I thought Coach starts to check customer info around April this year. I did not pay attention before, until this time that girl manager yelled in front of me like that rude.
Two weeks ago, my friend complained to Gilroy Coach store manager about a cashier who is bring her ID & Credit card away to talk with another cashier and pointed on her cards and laughing for a while then come back. Now think about, the cashier must was waiting the result of check my friend.(She bought around 7 items.) That store manager only said sorry without tell her any reason why that girl do it.(That time I only but a couple things, so they did not check me.)
What is going on in Coach Factory Store?
Do they do those legally?

tommygirl on 09/05/2010:
Any retailer reserves the right to limit quantities. Resellers denigrate the brand. I find it very hard to believe that this person has such a large number of friends in China for whom she purchases bags as gifts.
justiceli on 08/04/2012:
Agree, their customer service is horrible. Are their customers their enemies? I wish MK and Kate Spade will take all their business. Bankruptcy not far away.
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Bag Sent In For Cleaning
Posted by on
JACKSONVILLE, FLORIDA -- I dropped off my bag personally to the Pentagon Coach store in Arlington, VA for Cleaning & Upholstery (if necessary) on 8/3/08 with the understanding that it will be returned to the same store for pickup. I got a call around the 1st week in September of 08 from the Coach store in the Pentagon Mall where I originally dropped it off saying that my bag could not be cleaned or upholstered so they're sending my bag back to the store along with a 40% discount coupon.

I realized on 10/4/08 that I did not receive a call saying that my bag was back so I called the Coach store in Pentagon where I dropped it off originally & they put me on hold to check the back of the store to see if it was back, it wasn't so they called the repair store...they came back & told me that the store mailed it out via Fedex and left it by my Apartment door and there was nothing more the store could do so I told her that is unacceptable and demanded the Fedex tracking number she said they didn't give it to her & she had already hung up from them.

I then demanded to speak to the repair store. She gave me the repair store number and I called and spoke to a Jeffrey who told me the same thing that they had actually sent my bag via FedEx with no insurance and had just left it at my Apartment door which is strange as all the times I have ordered from Coach they always send their packages securely & requiring a signature. Jeffrey called FedEx again to track the signature & he claimed that FedEx said they could not track the package or who signed for it as it was 3 weeks already, I mean it was just 3 wks to the day!!! Ridiculous!!!

I asked again for the Fedex track # and still did not get it...he changed the subject & offered me a replacement coupon of the 40% one that was originally mailed along with an additional 10% making it a 50% off coupon...but this was only replacing the original 40% coupon that I was originally receiving which got lost, what about the value of my lost bag? I'm still out a Bag! That is when I spoke to a Manager Rebecca who offered me an additional 50% coupon to be sent via mail.

Here lies my dilemma... I tried to place an order with the 1st coupon that was given to me by Jeffery and was told when I called back the Coach Repair store that it was invalid and deleted by Manager Rebecca & replaced only with her 50% coupon. That is unfair & I'm still out a bag or an additional 50% off coupon.

If anything they can keep their coupon and just mail me a bag equal to the one that they lost. That is what I want - A REPLACEMENT BAG! Thanking you in advance for your assistance in this matter.
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Anonymous on 10/05/2008:
I'd say that small claim court would be the avenue. But since you accepted the coupon a judge would say you've been compensated.
Principissa on 10/05/2008:
You would assume that with the insane amount of money they charge for one of these bags mistakes like this would not happen. And when they do, they ensure that everything possible is done to satisfy the customer. Call their corporate offices if you haven't already, they may be of more help, especially since it was their screw up that lost your bag to begin with.
Anonymous on 10/05/2008:
I agree with Princess; with a Coach comes the service. You register the bag and they take care of it for you, or they are supposed to. I am very sorry this happened to you.
Disappointed in COACH on 02/06/2009:
Actually PassingBy, I had received the coupon and did not use it for a very long time and I think Coach was disappointed that I was not using it(a rep mentioned it on one of my many calls). Anyway when I saw that I didn't hear much back from coach or the Better Business Bureau about the case I filed, I finally decided to use it to order a coach bag for my daughter for birthday/Christmas of 08; can you believe they sent it via FedEx and it got lost/stolen at a FedEx plant before it even got mailed to me? Unbelievable! Coach gave me a full refund which included the coupon value but I think Coach should really work harder into researching why this is happening and change carriers. Also you would think they would learn to make their packages inconspicous to thieves and not put their name on the package like other companies are doing. All in all that was the last straw for me, definitely not buying anything from them again and I have let family and friends and coworkers know the ordeal that I went through with Coach so it doesn't happen to another person.
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Coach would not take back a bag I purchased online
Posted by on
Rating: 1/51
ONLINE -- I purchase most of my bags online. I am a busy executive, mother, etc. and don’t have a lot of time to go to the mall.

I purchased a small messenger bag at the beginning of September. I also ordered a larger bag that same day and both arrived at my house on the same day. I decided I did not like the smaller bag. I don’t typically use small bags and my wallet would not fit in it. I put it back in the box and asked my husband to mail it back.

I suppose my first clue that Coach does not like to take back returns should have been that there was no prepaid label. So we paid the $35 insured shipping to send it back.

Coach did not accept the bag back. They returned it to me with a letter saying that it had been used. I had not used it. I had literally put it back in the box within an hour of opening it.

I spoke to a customer service representative named Jaye. I asked her if it couldn’t be returned because I had taken the paper out. The tags were still attached- the only thing I had done was take out the paper and try to put my wallet in it. She said there were stains on the inside. She said I could send it back and they would re-evaluate it.

I looked at the bag that evening and was certain that there had been a mix up because I had not used the bag and didn’t see any “evidence of stains”.

I received a call back today from Jaye informing me that she has determined that the bag was used and will be sending it back to me.

When I tried to call her back, the person that answered the phone (2 hours later) said Jaye wasn’t working today. So now, the company has not only called me a liar, but appears to have a pattern of lying to customers. I left Jaye a voicemail and asked her to call me back.

I did not use the bag. If the bag was used, (which I could not see evidence of), your company sold it to me used.

I don’t care about the bag. I don’t care about the money. I can sell it on eBay or buy a smaller wallet.

I do care about how this company treats its customers. .

I am so disappointed that you Coach stand behind your product and that your company has no problem calling a customer that spends a lot of money a liar.
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Coach bag with horrible odor
Posted by on
Rating: 1/51
MYRTLE BEACH, SOUTH CAROLINA -- As a long time Coach customer, I purchased 3 bags at the Coach outlet in Myrtle Beach, SC on 6/13. Had no reason to not use my new blue bag...all other Coach purses I have purchased just smelled like good leather. I kept smelling something awful and realized it was this Coach bag. I tried to return it but because I used it, Coach outlet where I purchased it would not even exchange it for a new bag. I called customer service 2 times..each time they said they are sending me a prepaid return label from ups to return thus bag. So far, no email has been received. I will never buy another Coach product again. Their loss as I purchase many bags several times a year for myself, daughter, daughter-in-law. The Coach guarantee is meaningless. They do not stand by their products. I urge consumers to never buy Coach.
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Coach Doesn't Stand Behind Their Products
Posted by on
GAINESVILLE, FLORIDA -- The seam ripped on my coach purse, I called them and they suggested that I send in the purse to them. I mailed the purse to the address given (cost $20.00 to mail the 1 item) only to have it returned a couple of weeks later with a letter stating they could not repair the item and I could have 40% off my next purchase. I was very disappointed to say the least. Here I have a $400.00 purse that I can no longer use. I did call customer service to complain and they gave me the $20.00 that I had to pay for the itme to be mailed to them.
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madconsumer on 11/16/2011:
sounds like they tried, but failed!!

I agree it would have been better to send you a replacement.

very helpful review!
drugdoc121 on 11/16/2011:
I'm curious- did you buy this at a Coach store, a department store authorized to sell Coach purses or a Coach outlet store.
unhappy999 on 11/16/2011:
This comment will probably get deleted but that's why I don't spend $400 on a purse. It sounds like they aren't any better than the $50 ones that I buy. All you are paying for is the name "Coach".
Anonymous on 11/16/2011:
If you don't want that 40% off coupon, I'll take it
Anonymous on 11/16/2011:
You still have that piss stained coach yaya?
Anonymous on 11/16/2011:
Yes, it doesn't smell anymore. I cleaned the puppy pee off of it
At Your Service on 11/16/2011:
Was it under any form of warranty?
onlooker on 11/16/2011:
You have tried the Coach route. One option is to go to a dry cleaner / tailor / invisible repair place. They may be able to fix the seam - if the thread holding the two pieces let go. If the cloth came apart they may be able to adjust to new 'edges'. BUT you could lose some shape/design to the bag. For US$400. you would think they could repair the bag. But a bad repair will not be done by a good company either. I hope that you can find a shop to repair the bag.
trmn8r on 11/16/2011:
My memory is the Coach warranty is they will repair if they can, but return it if they can't and offer a discount, which is exactly what happened to you.

Did they give a specific reason why it could not be repaired (eg an unavailable piece required replacement, etc?)

Kudos to Coach for reimbursing the shipping. It would be interesting to know why it could not be repaired - there is quite possibly a legitimate reason.
Diane on 01/10/2012:
I had a coach bag rip, I sent it in and was sent a gift card for the amount of it's current worth, which I used at a Coach outlet and got a better bag.
Coach is supposed to stand behind their products. I would have escalated to management if I didn't get satisfaction.
Mrs. Sims on 12/24/2012:
I had a purse that cost $348 and was under 2 years old. It couldn't be reapaired. They sent me the $21 back for shipping it and offered me 50% off. This is unacceptable. I think they should give me another purse of that value
Cynthia on 08/20/2013:
My coach bag worth $500 the leather straps started
to pull away from the rings.
After sending the purse back to the factory to have fix or repaired under warranty they called and said they could not repaired and offer me a 40%for my next purchase.
So now my BAG worth $500 is setting in the closet.
Evendently nothing of this is fixable.
They rather give you a 40 or 50 off coupon so you can buy more of their non fixable non returnable stuff...
I wish I knew earlier coz so far I got 6 pcs coach bags and 3 pcs wristlets.
I even have a coach slipper and coach cellphone case.
But I swear from now on I will never ever buy a coach product anymore....I even told my daughter not to buy coach product anymore as she had some few bags as well...I will keep passing these word along in hopes that they change their policy...I am very very disappointed :( :( :(
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Stand by your brand
Posted by on
JACKSONVILLE, FLORIDA -- I received a gift, ship to me directly from Coach damaged. I called Customer Service and was told; since it was a gift, simply take it to the nearest Coach store and exchange it. Once I arrived to the Coach store (which the nearest store was a two hour drive ONE WAY)I was told by the store associate that they no longer had the handbag. I returned home and called customer service again and was advised they don't have the bag in brown any longer but I could exchange it for black. I returned to the store again (2 hr drive ONE WAY) to be told by the associate they can not exchange my bag because it was damaged! Needless to say I was at my boiling point. After explaining the whole situation to the store associate and then again to the store manager, I was told they could not assist me with the exchange. So, again I return home and call customer service (mind you the store and customer service do not work on the same set of rules). I was then told to mail in the bag but first contact the person who made the original order for an order number. I got the order number and returned the bag to Coach via UPS insured. About 2 weeks go buy and I do not hear from Coach, but I have confirmation that they have received the bag. So I call them and I am told that the bag is damaged/worn/use and they are unable to exchange it. I couldn't believe it. I had been back and forth for about 6 weeks with them about the bag. It appears that the first couple of conversations were not recorded or the customer service representative didn't make notes. They had the nerve to ask me for all the phone numbers I could have called from, times and dates that I called so they could search their phone records to validate my calls....WHAT NERVE!!!
The bag purchase price is 598.00. I could see if I was asking for a refund! All I requested is that this high-end manufacturer/retailer stand by its product and if they didn't feel that an exchange was in the damage. This is not the way to keep valued customers and I have been carrying Coach bags since the very early 1990's. There are too many other handbags to choose from to be treated this way, especially for the price.
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Venice09 on 09/21/2010:
I agree, that's terrible customer service. I'd get better service from Target if I returned a damaged ten dollar bag.
Anonymous on 09/21/2010:
That is horrible customer service and the fact that you did all that back and forth driving is riduculous. They should have told you to just send in the bag originally since you didn't live near a store.

That being said, Coach bags don't seem to hold up very well from what I've seen. I had received a couple of them for gifts and neither lasted more than a couple of years. I sent in one to be restitched and then the same stitching came undone again!

On the other hand, I've bought purses from Banana Republic in the past couple of years, and also Brahmin, that still look new. They didn't cost nearly as much but will probably last for quite some time.
unhappy999 on 09/21/2010:
More expensive is not always better and more often than not, does not last longer.
Venice09 on 09/21/2010:
I agree with both of you. I've been thinking about this, and it's nothing new that expensive doesn't always mean better. People just think expensive things make them look more affluent in the eyes of family, friends, etc. I was never one to buy designer merchandise. I just want to make the most of my money because I don't like wasting it. And I'm not really trying to impress anyone.
Anonymous on 09/21/2010:
And, you can buy stylish items for less than still look great! I'm not trying to impress anyone either, Venice, but I don't mind paying for something if it lasts--and then I don't have to start all over again! I'm always looking for value for my dollar.
Venice09 on 09/21/2010:
My mother always believed in buying the best. Instead of buying inexpensive stuff that wouldn't last, she'd wait till she could afford something better. So I'm the same way. I always spent the extra money to get better merchandise and service, even if that meant waiting until I could afford it. I just don't know if it works that way anymore. I now just try to get what I think is the best value instead of what is most expensive.
shootingstar1284 on 09/22/2010:
Good advice, Venice. I learned the hard way with some shoes a few years back. In college I would only buy better quality shoes, but when I first started working, while trying to save money, I would buy lesser quality shoes. I just ended up buying better shoes anyway, and in the long run, it cost me more money in shoes and bandaids for blisters than it would have if I had just waited.
Venice09 on 09/22/2010:
Shoes are a great example, shootingstar. Furniture, too. When my parents got married around 65 years ago, they waited to buy furniture until they could afford something that would last. That furniture is still being used in my house today. I even have some of my grandparents furniture because they also believed in buying the best.

The trick is to make sure you're getting what you paid for. If I spent $600 on a bag I would expect it to be perfect and last a very long time. on 04/09/2012:
I agree with all of the above,I have several Coach bags and the quality is no better than my Dooney and Boarke or B Mac bag.
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Absolutely Horrible Customer Service and Policy Knowledge
Posted by on
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 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.

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MY on 12/03/2013:
Sadly to say they still have not change their attitude towards their loyal customers.

My bad experience was with the online store. I have been ordering online for a while. As long as my orders went smoothly everything seems OK. But this year for Christmas I have decided to treat myself. I have order a number of items. I was excited to received them. But to my disappointment the shoes I have ordered was not in the parcel. But they still billed me for the item. When I called customer service they told me they could not send me the shoes as it was sold out. I was pretty upset at that point already. But then they said they had the same style in a black colour. I said OK. Then they went on about I could not return or exchange the shoes if they sent it out to me "their policy". I normally only bought hand bags, purses etc and it was my first time buying shoes from so I do want to be able to exchange the shoes in case it does not fit. So I told them that it was their mistake so they need to correct the mistake. They told me then that that was sold out that is why they did not pack it. I asked why they still bill me for an item that was not shipped to me. My thought on this is they screwed up my order because if it was not available I would not be able to purchase it.

I was obviously not happy about this situation but then the representative I was talking to said she would give me a 25% discount for a purchase on my next item. Then I was put on hold and when she came back on the phone she said she could not give me that discount. Imagine how furious I was. I asked to speak to the supervisor who said to me he told her to take back the discount she has just given me. This supervisor was so rude that at the end I just had to hang up the phone on him. He did not care that I was not going to do anymore business with them.

I send an email to coach consumer service and have not received any respond.

My husband and I shopped at their retail stores and outlet stores every year. He even buy gifts for his lady staffs. But I guess Coach still does not value their customers!

Bye bye Coach!
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