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.
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 too many other designers out there to have to put up with their poor product.
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.
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!
PROVIDENCE, RHODE ISLAND -- I bought a scarf at the coach store and only used it a few times and it is already falling apart. I went to the coach store and bought 2 hand bags with store credit and then changed my mind and returned it and they got the 2 hand bags but I got no money back on my gift card. The manager is very rude and so are the sales people. There are plenty or other better made handbags out there and better customer service.