Coach, Inc. - Page 2

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

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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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Do Not Order on-Line From Coach (Hand Bags)
Posted by on
Rating: 1/51
PLANO, TEXAS -- I found a baby bag on www. coach. com. I had some questions about it and want to speak with someone before purchasing the $389 bag. The representative I spoke with was completely apathetic, yet I still wanted the bag for my best friend who is expecting. I purchased the bag...was not given any options on shipping and it didn't occur to me to ask. Coach shipped via UPS Ground and it delivered within the time frame I was told. However, I didn't receive the shipment. UPS coded it as delivered to my front door, yet it was not. I was told by UPS to contact Coach for help. The best they could offer was a replacement, but it would be a final sale. It would not be eligible for a refund, return, or exchange whereas the initial purchase would be. I felt that was a horrible way for Coach to handle the situation. But, they wouldn't budge and said the only other way to resolve the issue is to file a complaint with my credit card company. **WARNING** If you buy on-line or over the phone, make sure you request signature upon delivery or have it shipped to the store nearest you. My sincerest suggestion is stay away from Coach.
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trmn8r on 06/22/2013:
Your "warning" applies to people using UPS, or several other shipping companies. If a signature is not required, and the shipping company says it was delivered, then an obvious issue arises if the box isn't there. Shippers I have dealt with do generally replace the item - I suppose it is covered by insurance or otherwise written off.

Be aware that if you successfully get a company to require a signature, they will probably charge you extra since it costs them more.
BigAl on 06/23/2013:
I would rather buy a $10 handbag and put $379 in it.
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Broken Zipper
Posted by on
Rating: 1/51
JACKSONVILLE, FLORIDA -- I can't begin to describe the frustration with this company as I returned a handbag for repair as the zipper tore away from the seam after less than 20 months of use. They tried to give me the current value of the item via a gift card after I forked out $20+ for shipping. I respectfully declined after I was informed that they could not fix the problem with the zipper.

After a follow-up e-mail regarding why they could not fix the zipper, I was given the lame excuse of how this particular handbag was made overseas and would require extensive repairs that exceeded the value of the returned item. In other words, the labor costs to fix the item in the US far exceeded the slave labor costs abroad and therefore it was not economically profitable to remedy the problem.

A company that proclaims a "Rolls Royce" type of product and quality sure does not back up that assurance once the product fails. Never again will I purchase a product from this company or its parent company Sara Lee.
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Will not stand behind product
Posted by on
Rating: 1/51
NATIONWIDE, GEORGIA -- Coach to supposedly being a high end handbag has poor customers service and will not stand behind their product. I purchased a Coach leather handbag for my wife. Less than a one into owning this purse the zipper started to come tear out. Carried it to a store and was charged $20 to ship it off to be fixed or replaced. Received a card from Coach with less than one-half what was paid for the bag. DO NOT BUY COACH. Go to a designer that will stand behind their product. Coach is not worth the money. In addition, terrible customer service. My wife called about the money and was told nothing could be done. There is something that can be done. Never purchase another Coach bag. There are to many other designers out there to have to put up with their poor product.
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trmn8r on 10/15/2012:
Did you intend to write "less than a year into..."?

A zipper is a wear item - it is possible that has something to do with the result. The $20 fee is advertised. Which specific part of the warranty do you feel they did not stand behind?
gabrielle on 03/28/2013:
If you purchase an expensive good quality leather item, it should not show wear or damage with normal use in a month, or even a year. Coach says they sell the best quality leather products. If they feel that this true, they would replace obviously defective items without any problem.
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My $349.00 (not quite 2 cents worth)
Posted on
Rating: 1/51
Deceptive advertising! I purchased a Coach handbag a few years ago, paying over $350. I was told it had a "lifetime warranty" meaning if the leather wore or a snap broke, they would repair the handbag. The store turned me away, saying it was past it's "lifetime". I called Customer service, and was told the definition of "lifetime" was only TWO YEARS!!!!

This is deceptive advertising, in my humble opinion, and I will NEVER buy another Coach purse again!!!
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Anonymous on 03/04/2012:
That's odd. My friend returned her Coach purse to the store 4 years after buying it because the strap broke. They weren't able to fix the purse or give her the exact same style, but she got to pick a replacement purse at the same value.
Venice09 on 03/04/2012:
Not that it should matter, but what was wrong with the bag?
Nohandle on 03/04/2012:
I'm curious. Exactly how many years ago did you purchase your handbag? Was your handbag used everyday? Was it abused in any manner? I ask because I've seen some women toss their handbags in every direction and in short time it appears they have had them forever. If I paid $350.00 for a handbag I'd take care of it but honestly I've seen some who don't. I've also known some who would tear up an anvil if given the opportunity.

Perhaps Coach should give a definite time period for their so called lifetime warranty. If they are not going to back it up then quit advertising as such. Nothing lasts forever.
Venice09 on 03/04/2012:
I was wondering the same thing, Nohandle. But saying lifetime is two years isn't right either. Maybe it's a limited lifetime warranty with certain restrictions, depending on the damage.
Susan on 03/04/2012:
The Coach website current states under "Coach Guarantee" - "Coach products are made to ensure satisfaction and service for the the natural life of the product". I'm curious exactly how long they consider the "natural life" of a bag to be?
CowboyFan on 03/05/2012:
I also wondered what was wrong with the bag. Also, where did the op purchase the bag? Perhaps there are differences in sales at high end store, and at outlet malls, even though both are coach stores.
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Coach Pocketbooks....Shop At The Outlet Store And Save Big Bucks
Posted by on
Just before Christmas my wife and I were shopping at Macy's. She spotted a Coach Pocketbook that she really liked costing $278.00. We asked the sales person if the 20% off coupon could be used for this purchase. Absolutely Not!! This is a designer label and we do Not discount it. My wife looked at me with those puppy eyes that said "Please get it for me." Grrrr. Told her I'll keep it in mind.

Did an internet search when I got home. The price was the same everywhere including the outlets. Because it's a designer label nobody discounts it and they can't advertise it cheaper. Fast forward. Found a Coach Outlet store near me in Lahaska, Pa. Went to the store and WOW was I impressed. Keep in mind that this is a real Coach store not selling junk knockoffs. Their inventory was better than Macy's. They had everything heavily discounted. The store was packed with shoppers knowing they're getting a good deal. I found the exact same Pocketbook that Macy's had for $278.00. Outlet price was $130.00. Wait it gets better. They gave ever customer an additional 30% off for Christmas. I got it for $91.00 !!! Sweet. With the money I saved I was able to get the matching change purse, scarf & hat. Total cost was just under $200.00 What a deal. Happy wife, happy life. She loved it for Christmas. Shop the outlet for huge savings.
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Alain on 12/27/2011:
My wife loves Coach products, too. Next time we're in the vicinty of Bucks County, we'll check this out! Good review, OK4now!
yoke on 12/27/2011:
We have had the same experience at the Coach outlets in Clinton, CT. The purse my daughter wanted was on the 50% wall and then as you walked in they gave you a 20% coupon. We spent under $100 for her purse, retail it was over $300.
Anonymous on 12/27/2011:
The closest Coach outlet to me is in Vegas. But I did see a Coach purse I really liked at Dillards on sale for $130.
Old Timer on 12/27/2011:
LS, my Wife likes the Coach Store next to The Green Valley Ranch Resort. Is that the one you're talking about? If there is a better location with better prices, speak up! She got a $600 purse for about $400 at that loaction.
new car on 05/16/2012:
Coach outlets absolutely cannot be beat. Their prices are phenomenal and as previously stated on weekends there are additional savings of approximately 20% to 30%. The sales help are wonderful but beware the stores,on the weekends, are completely jammed. Generally, we are waiting on the sidewalk in very long lines before getting in. They let some out then some in. This particular outlet is in Wrentham, MA and believe me when I tell you GO DURING THE WEEK.
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Coach Customer Service
Posted by on
On 8/27/011 I made several purchases (to give as gifts) at the Leesburg, VA Coach Outlet Store. One of the things I purchased was a Coach Poppy wristlet. Once outside the store I noticed my cashier had not put tissue paper in my bag so I went back into the store and got the paper. I didn't pay any attention to the size box they gave me for the wristlet but today I discovered it is too small..the wristlet will not fit into the box. When giving Coach as a gift..the box is a must in my opinion. This is the second time this has happened to me..the first time I emailed Coach and they sent me the appropriate size box without question. Today you would have thought I was a criminal trying to scam them out of a million dollars. The email response told me to contact the store where I bought the item (7 hrs away). So I called Coach, hoping to be treated with a little more respect..not so..I was told I had to fax them a copy of my receipt or send them a copy of it, before they would send me a box (I don't own a fax or copier)..good grief, it is just a small wristlet that worth losing a customer over? I ended up sending my original receipt. Unfriendly customer service, they couldn't care less about your issues and they need to train their cashiers on box sizes (people do buy these as gifts)....Kate Spade looks better every day.
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Anonymous on 09/12/2011:
How is them asking for proof of payment bad customer service?
madconsumer on 09/12/2011:
I can understand their questioning, but seems they could have handled the situation far better than they did.

very helpful review.
PaulaJ on 09/12/2011:
The thing with Coach is that you basically NEED the box,tissue paper, receipts, the dust bag and tags, basically anything that says coach or comes with the item when originally purchased so that later on if you plan on reselling or gifting it, your coach will be deemed authentic. I don't blame the op for being upset, Coach could have handled it better.
Anonymous on 06/26/2013:
They asked for the receipt most likely to see if you were a reseller. Many people but their items at discount to resell them at full priced and the box makes it appear more legitimate. Another possibility is thieves sometimes ask for bags or boxes to make their stolen items look legit when they return them for credit to avoid suspicion. Obviously you are not a thief but how do they know other than asking for a simple receipt?
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Not Very Accommodating
Posted on
I purchased an expensive coin purse from Coach. Unfortunately, within the first week of the purchase, a pen exploded in my purse and completely ruined the new coin purse. I realize that this was not Coach's fault; however, when I called to see if anything at all could be done, I was bluntly told that Coach would do nothing. I think that as expensive as the Coach products are, they should have at least sent me a discount coupon or something.

After all, they hand them out like candy at the store anyway. It would have just been nice customer service to show some goodwill and help me out at least a little in this instance.
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Dj on 05/14/2014:
It's not the stores responsibility to give you a new item just bc you damaged it.
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Coach "Repairs" policy are non-existent
Posted by on
Twice this has happened to me:

After a couple of years of use, the seams of my coach bags start to unravel. Nothing unusual -- simply wear from use. Coach touts itself on repairing and cleaning their bags "for free" (actually a $20 fee for "shipping") and for the life of the bag. So, I pay the fee, hand over my bag and wait 6-8 weeks for the bag to be returned as good as new. Yet both times, I've received the bags in the same worn condition with a form letter that states "after review it has been determined the bag cannot be repaired..." and then Coach includes a 40% discount on a future full-retail price purchase of another bag. Are you kidding me? How can Coach not re-sew a seam? Why doesn't Coach return the $20 (or at least some of the fee) after "determining" they cannot repair their own bag? What a scam! To anyone who owns a Coach bag in need of repair, I suggest you take it to your local shoe-repair man and have him fix it. It'll cost no more than $20 and you'll have a brand new, cleaned and flawless bag. I will NEVER purchase a Coach bag or product again. I promise that.
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jktshff1 on 07/20/2010:
"for the life of the bag" Apparently, yours are dead.
Weedwhacked on 07/20/2010:
The $20 fee went to the shipper. They're not going to refund that at all.
SaMoore on 07/20/2010:
I have seen this same review by others on the net. Thanks for the heads up. I have several Prada bags and have considered Coach from time to time but because of the complaints I think I will skip it.
Venice09 on 07/20/2010:
That's good advice. I shoe repair person would cost less than twenty bucks, and you'd have the bag back a lot quicker with a lot less hassle.
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Coach Manufactures Poor Quality Products
Posted by on
ONE COACH WAY JACKSONVILLE, FLORIDA -- Over the years I have purchased many Coach products. After a few years my leather strap began tearing on both ends. I sent it to their repair center. They sent my bag back saying they could not repair it, and offering me a discount towards buying a new bag. First of all you have got to be kidding. I spent close to $500 dollars on a bag that only lasts 2 years? I didn't realize that this was a throw away item...So I took it to my shoe repair where they are going to fix it. In fact they seem to be fixing many defective Coach bags!

I am very disappointed in Coach and I WILL NOT buy another Coach product again. I suggest that Coach keep on making their products in China ( they used to be made in USA) and charging even more. It's only a matter of time before the word gets around, They put such on a grand facade of style and luxury.

But they haven't got the style or class to stand behind their brand. They are losing customers every day! I plan on spreading the word!
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Ponie on 03/13/2010:
'After a few years my leather strap began tearing on both ends.' Just how many years is a handbag supposed to last? Don't styles change? Don't women usually give their purses a beating? I think I'd have taken the discount on a new item--depending on how much it was.
GenuineNerd on 03/13/2010:
Hopefully this complaint is about a genuine Coach bag rather than a cheap counterfeit. Coach is one of the most counterfeited brands. The counterfeits (which are commonly sold at flea markets or inner city boutiques) don't hold up as well as the genuine articles, although both the genuine and counterfeit products come from China. Was this bag purchased from an authorized Coach retailer? If not, your bag may be a counterfeit.
Anonymous on 03/13/2010:
Coach used to mean something, when only certain women could afford it. Now, it has become something common. I love Coach, but I hate that the market is now so saturated with it.

Leather straps don't last forever, whether you pay $5.00 or $500. A %500 bag is not meant to be used like a $10 bag. I will still buy my Coach and baby them.
thespy on 03/15/2010:
Yes, this is a genuine Coach bag, that's why I'm so surprised. And no I don't beat up my bags and throw them away after a few years. A good well made bag will last a long time. This Legacy bag is built like a saddle bag.... Coach cut the quality and design on the straps. I still have a classic style coach bag that is over 20 years old and I have to say they are not the same quality since they were bought out, and moved all their production to China.
Leta on 04/12/2012:
looks like coach is mfg. bags to sell specifically at outlet stores. the outlet stores used to carry what hadn't sold at their retail prices. not anymore
John on 06/21/2013:
I completely disagree. My sister still owns and regularly uses 2 bags from the 90's! I personally own a coach wallet and planner for over 10 years, both show wear, but still operate perfectly. I do not baby either one of them and my wallet has been completely submerged in saltwater 5 times in its life. I cannot say enough about the durability and quality of the Coach leather and name.
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