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 ** 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. ** 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 ** 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 ** and was told when I called back the Coach Repair store that it was invalid and deleted by Manager ** & 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.
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!
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 proceeded 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.
JACKSONVILLE, FLORIDA -- My local Coach store closed, so I sent in a bag and wallet to the repair center in Florida, and they approved the repairs, but are going to charge me $90 for it when I already spent way over that on the items, and have a warranty!! I am going to switch over to Michael Kors due to better service. This is ABSOLUTELY RIDICULOUS!! Cost of bags is high enough. I will be sure to tell my friends!
NEW YORK, NEW YORK -- I purchased signature Coach ballet flats from the website (not the outlet). I unfortunately held on to them for an extended period of time (2 years). I found the receipt and tried to return the shoes because they were so uncomfortable. I am a avid Coach shopper, not anymore. They would not return unworn shoes with a receipt because they were 60 days old. I will not be purchasing COACH any longer. So disappointed. Macy's/ Kohl's would have returned this product no problem. Rather shop the cheaper department stores.
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 **. 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 ** 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 ** 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 ** 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.
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 (**) 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 associate 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 coach store (especially an outlet) to inspect your merchandise carefully before walking out of the store.
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 1 pm. I told her yes, I did. I even called the store to confirm.
I asked to speak to a supervisor/manager and I get **, who tells me that I am unable to get my order that was placed 12 pm on Thursday, Friday. I told her I confirmed with the store and they did the 1 pm 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 Thursday 12 pm and if I am correct delivery by 1 pm 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 respect 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!
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 order... repair 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.
TORONTO -- I am writing this to call attention upon the unprofessional service I received. I am very disappointed in Coach at the moment. My complaint regards the 131 Bloor Street West store. I was in that Coach store and found a shoe that I liked. While I was trying it on a sales came up to me and asked me to take off the shoe. It had not occurred to me why because I was still trying on the shoes, but to be polite I gave it to her, expecting it back.
Turns out, she gave it to another customer RIGHT AWAY. Not only did I not get it back, it was also the last pair of those shoes. I found that out AFTER the other customer bought them. And fyi, the customer bought them a MINUTE after the associate took the shoe off my foot. What a coincidence, eh?
I was in the process of trying those shoes on when the sales associate had taken them away from me - without asking me whether I wanted them. That is not the right way to handle your customers and it was also very unfair. Though another coach store did have them, I had to waste my time and gas money to get to those pair of shoes. I only did this because I am a loyal Coach customer. However, acts like these make it hard for me as a customer to continue being loyal.
Customers come first should always be the case and this certainly was not. Even the male associate in charge at the time seemed oblivious to the fact that this is the incorrect way to do things. He made it seem as though it was a minor mistake and that I could just waste my time driving across to the other side of the city to get those shoes. None of the associates even said a word of sorry.
They were very impolite, inconsiderate and I will never even consider going to that store again. Service like that should not exist in a brand like Coach and I certainly did not deserve to be treated this way. This had to be the worst service I have ever received in my life. Even McDonalds would not treat their customer's like that; it's like taking someone's fries to give to another customer. Whatever Coach's mission statement is, I sure hope it's not what I saw today. A sorry would have sufficed at the time, but now I am extremely dissatisfied and disappointed.