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.
LONE TREE, COLORADO -- I went into a Coach store at a mall. Someone walked right by me and did not acknowledge that I was there. I walked around the whole store until I got near the register and finally a salesperson said Hi to me. There was one girl helping a customer but, there was 3 people behind the counter. I guess it takes 3 people to wrap up one bag. There was no other customers beside one at the register. I wanted to get a satchel, wallet and a watch for Mother's Day. They might have discriminate against my race or by the way I was dressed. I was wearing a sweatshirt, leggings and boots. I guess it wasn't good enough.
This was by far the worst customer service I have ever received. I saw that Michael Kors was across the way so, I got my Mother's Day presents there. Coach ruined my shopping experience but, Michael Kors put a smile on my face.
JACKSONVILLE, FLORIDA -- For all the many yrs I have been a coach supporter I can't believe you have succumbed to the junk that was sent out to me as a calendar refill. I have bought the leather and fabric daily planners for 14 yrs - buy new covers, and always refills! First, you have gold on the pages - looked cool, then went to cheaper silver you could see. Now there is no color and cheap printed ink.
This year I got my years planner, - it came with the cover of it all crinkled even though said 'superb packaging', it wasn't. The cover material and the pages and the print are so so very cheap. I also order an address (yes I have all the tech stuff but like it for back up). Address book hasn't arrived and I ordered a new Cover that USED TO COME WITH the planner and address book inside of it. I like using fine things and writing on the cheap porous pages just seems junky. No quality control. Wow - i am shocked. And you advertise the jacket as a Tab Jacket now - not a planner - it won't fit an IPad you know.
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.
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.
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!!!
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 time to be mailed to them.
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.
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!
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.