Poor communication and service
I have recently had a bad experience with Coach leather. I am a frequent purchaser of Coach products, in my house we probably have upwards of 10 pocketbooks, wallets, accessories, etc. They are pricey and I would expect a luxury goods company to stand by its products.
My parents wanted to buy me a Coach bag for my birthday, so I went to the Coach store in Christiana, DE to buy one. I picked out a hobo style bag, which I currently carry and like. I took the bag home and started to use it. What I didn't realize in the store, and wouldn't until I had used it, was that the handbag could not be laid down flat on a floor or in a car. The bag falls over on it's side due to the super large handle and no bottom. The bag is made of fabric that has a white background. After a day or two of use it was already getting dirty because it wouldn't stand up. It also had only one pocket on the outside which doesn't close, so anything put in there slides out when the bag falls over.
I stopped using the bag when I realized that no real woman could function with this handbag. I tried to return it to the Coach store, with my receipt and everything that came with it, but they wouldn't take it back because it was used. Well, there was no way to realize this problem existed without using it. The store workers did give me the customer service number for Coach, and I called them. I explained my situation, and the woman from the service line said I could send the bag back to Coach with my explanation of the problem. I was just looking for a credit so I could buy a Coach bag that was usable (I actually would have bought a more expensive bag and a wallet and keycase). She gave me the address and told me to send it registered, which I did.
I received a box from Coach yesterday. They sent me my bag back and wrote that since it was used they couldn't take it back. I would not have wasted my time (and money) mailing it if I thought I was going to get the same response.
Coach should stand by their products. I only used the bag for two days. If you buy a dress and the buttons start popping off, you are not going to know that until you wear it. I think the argument that it is used is faulty, as I didn't know this was going to happen looking at a bag stuffed with tissue paper in a store. I am not looking for a free ride, I was going to spend a few hundred dollars more on a new bag. I am extremely disappointed that the company didn't care that I was unhappy with their product. For $258 this bag should have been tested on a real person!