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26 Reviews & Complaints

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Coach Sells Junk
Posted by Baby.pebbles on 03/26/2013
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 the 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.

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Posted by onlooker on 2013-03-27:
You bought a scarf. It started to fail - you returned it. You got a store credit?? And then bought 2 bags. You purchased those bags with the store credit and some partial charge to a gift card?? Then you returned the bags and did not get refunded on your gift card purchase??

Coach has various levels of quality for different types of sales outlets. If bags were returned promptly and in good shape I'm surprised you did not get your full price....but if the bags were on sale or discounted - at return you might lose value on the return.

But your story is unclear, and it is hard to what happened. Were you given a reason or explanation on why you did not get full repayment/credit?
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Will not stand behind product
Posted by Fmgard on 10/15/2012
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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Posted by trmn8r on 2012-10-15:
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?
Posted by gabrielle on 2013-03-28:
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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Coach Pocketbooks....Shop At The Outlet Store And Save Big Bucks
Posted by Ok4now on 12/26/2011
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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Posted by Alain on 2011-12-27:
My wife loves Coach products, too. Next time we're in the vicinty of Bucks County, we'll check this out! Good review, OK4now!
Posted by yoke on 2011-12-27:
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.
Posted by Anonymous on 2011-12-27:
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.
Posted by Old Timer on 2011-12-27:
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.
Posted by new car on 2012-05-16:
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 wonderfull 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 Doesn't Stand Behind Their Products
Posted by Flgatorfamily54 on 11/16/2011
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 itme to be mailed to them.

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Posted by madconsumer on 2011-11-16:
sounds like they tried, but failed!!

i agree it would have been better to send you a replacement.

very helpful review!
Posted by drugdoc121 on 2011-11-16:
I'm curious- did you buy this at a Coach store, a department store authorized to sell Coach purses or a Coach outlet store.
Posted by unhappy999 on 2011-11-16:
This comment will probably get deleted but that's why I don't spend $400 on a purse. It sounds like they aren't any better than the $50 ones that I buy. All you are paying for is the name "Coach".
Posted by Anonymous on 2011-11-16:
If you don't want that 40% off coupon, I'll take it
Posted by Anonymous on 2011-11-16:
You still have that piss stained coach yaya?
Posted by Anonymous on 2011-11-16:
Yes, it doesn't smell anymore. I cleaned the puppy pee off of it
Posted by At Your Service on 2011-11-16:
Was it under any form of warranty?
Posted by onlooker on 2011-11-16:
You have tried the Coach route. One option is to go to a dry cleaner / tailor / invisible repair place. They may be able to fix the seam - if the thread holding the two pieces let go. If the cloth came apart they may be able to adjust to new 'edges'. BUT you could lose some shape/design to the bag. For US$400. you would think they could repair the bag. But a bad repair will not be done by a good company either. I hope that you can find a shop to repair the bag.
Posted by trmn8r on 2011-11-16:
My memory is the Coach warranty is they will repair if they can, but return it if they can't and offer a discount, which is exactly what happened to you.

Did they give a specific reason why it could not be repaired (eg an unavailable piece required replacement, etc?)

Kudos to Coach for reimbursing the shipping. It would be interesting to know why it could not be repaired - there is quite possibly a legitimate reason.
Posted by Diane on 2012-01-10:
I had a coach bag rip, I sent it in and was sent a gift card for the amount of it's current worth, which I used at a Coach outlet and got a better bag.
Coach is suppose to stand behind their products. I would have escalated to management if I didn't get satisfaction.
Posted by Mrs. Sims on 2012-12-24:
I had a purse that cost $348 and was under 2 years old. It couldn't be reapaired. They sent me the $21 back for shipping it and offered me 50% off. This is unacceptable. I think they should give me another purse of that value
Posted by Cynthia on 2013-08-20:
My coach bag worth $500 the leather straps started
to pull away from the rings.
After sending the purse back to the factory to have fix or repaired under warranty they called and said they could not repaired and offer me a 40%for my next purchase.
So now my F.......in.COACH BAG worth $500 is setting in the closet.
Evendently nothing of this is fixable.
They rather give you a 40 or 50 off coupon so you can buy more of their non fixable non returnable stuff...
I wish i knew earlier coz so far i got 6 pcs coach bags and 3 pcs wristlets.
I even have a coach slipper and coach cellphone case.
But i swear from now on i will never ever buy a coach product anymore....i even told my daughter not to buy coach product anymore as she had some few bags as well...I will keep passing these word along in hopes that they change their policy...i am very very disappointed :( :( :(
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Coach Customer Service
Posted by Vt24nut on 09/12/2011
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 box..is that worth losing a customer over? I ended up sending my original receipt. Unfriendly customer service, they could 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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Posted by Anonymous on 2011-09-12:
How is them asking for proof of payment bad customer service?
Posted by madconsumer on 2011-09-12:
i can understand their questioning, but seems they could have handled the situation far better than they did.

very helpful review.
Posted by PaulaJ on 2011-09-12:
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.
Posted by Anonymous on 2013-06-26:
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 by on 01/27/2011
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.

Afterall, they hand them out like candy at the store anyways. 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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The Customer Service has not changed- AT IT"S WORST
Posted by Kjenkins on 01/14/2011
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 1pm. I told her yes, I did. I even called the store to confirm.

I asked to speak to a supervisor/manager and I get Christine Bennette, who tells me that I am unable to get my order that was placed 12pm on Thursday, Friday. I told her I confirmed with the store and they did the 1pm 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 Thurday 12pm and if I am correct delivery by 1pm 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 repsect 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!
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Posted by Skye on 2011-01-14:
Was it 1pm your time or 1pm there time? Are they in a different time zone?

Just something to consider.
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Disgruntled Person
Posted by Manis on 08/23/2010
I purchased a Coachbag online for $142.00 Internationally. I was tracking the purchase. It started in Shanghai for a couple of days, USA on the 20th of August. This is the kicker, on that same day it ended up in Tonawanda, NY and someone by the name of K. Lee signed for it. Therefore, it has been delivered but not to me in Florida but K. Lee is enjoying my purchase in NY. I am so upset. I have emailed the support customer service line about the problem, have not heard back from them yet, I am so upset I really wanted that coach bag it was beautiful. What do I do? I am so disappointed. I will never buy anything online again or buy anything online for "someone" else whom I don't know again. Coachbagoutlet.com is the site!!!! stay clear of it they are a sham!

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Posted by SaMoore on 2010-08-23:
Call your CC company right away and dispute the charge. Let them know that you ordered the item and it was never delivered and that you have tried to contact coach with no success.
Posted by momsey on 2010-08-23:
That's a lot of money for a fake Coach, no?

I would say SaMoore has good advice. Call your CC company and dispute the charge.
Posted by Starlord on 2010-08-23:
If you tracked it from Shanghai, then it was most likely not a real Coach bag, and $142 is too high to pay for a counterfeit.
Posted by shayen on 2010-08-23:
I lived for awhile in Shanghai. I would be really surprised if your handbag is the real thing.
Posted by manis on 2010-08-24:
I already contacted CC company and I am disputing the charges. The overall price was $142 shipping etc., I did not know that it was travelling internationally until after I received an email after making the purchase. I received an email from customer service saying they are checking on the matter. So the plot thickens!
Posted by SaMoore on 2010-08-24:
Good for you manis. Sounds like a counterfeit bag and $142 sounds about right for a good counterfeit but you don't yet know what your actual bag will be/ not be. Perhaps they gave you the tracking info for someone else's package?
Posted by coach employee on 2011-11-17:
Unfortunately the website you ordered from is not an authentic Coach website, Sorry. Coach does have an online factory website that it runs by invitation only in exculsive events. You can register for invitations by giving your e-mail address either in store or calling customer service. Sorry but there are a ton of people out there looking to scam you these days.
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Repairs "for life" just a scam
Posted by Choco on 06/04/2010
JACKSONVILLE, FLORIDA -- I have proudly carried a Coach leather backpack for years. When I noticed tearing of the backpack strap and a general need for restitching, I sent it off (with $20.00) for their promised repairs. Today, the backpack came back with a form letter stating:
"COACH endeavors to repair its products whenever possible. After assessing the overall condition of your item, our specialists have determined that your product has lived up to its expectations and that any repair attempts would only cause further damage." Needless to say, I was not refunded the 20.00. These repairs could easily be done--in fact, my shoe repair specialist will fix them. As far as I am concerned, Coach no longer stands by its products and the alleged repair service is merely a scam.
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Posted by Anonymous on 2010-06-04:
Normally, I'd agree with the manufacturer...but knowing how much Coach bags cost, I can't imagine why they wouldn't want to repair it for you...and knowing that it would cost them pennies to do so, and keep you as a customer that spends hundreds on their products happy. Good review.
Posted by Weedwhacked on 2010-06-04:
Hold old was the bag?
Posted by Skye on 2010-06-04:
I was just going to ask that same question WW. Maybe they won't refund the $20.00, due to it being used for an estimate, on whether they thought the back pack could be repaired. The op says they have had it for many years, which could be anywhere from 5 years and up. At least they can have it repaired at the shoe repair shop. Hopefully it is repairable.
Posted by Ex-Loyal Coach Owner on 2013-06-11:
I had the same experience as Jacksonville, FL. I have a 20 year old satchel, which is a testament to Coach's leather quality, craftsmanship and my regular leather conditioning on the piece. It has been sent back 3 times in 20 years for repair, all with satisfactory results. Recently, the stitching on the handle frayed and broke. It appears to be a simple repair that my shoe cobbler could fix. However, Coach states lifetime warranty so I sent it in only to get rejected and offered a average discount for a replacement item. This was a shortsighted decision on Coach's part - I will never buy another Coach product for family or friends. I will get the piece fixed and inform all who inquire that Coach doesn't stand by the lifetime warranty.
Posted by Disgusted on 2013-07-31:
I attempted to get my backpack repaired and they sent it back twice saying it had already been repaired by a non-Coach repair outfit. It has NEVER been repaired or sent for repairs to anyone else. I am totally disgusted and will never buy Coach again and I have a LOT of their classic leather bags including briefcases and backpacks.
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Discriminated to Chinese American Customer
Posted by Sxp on 05/20/2010
GILROY, CALIFORNIA -- I am a Chinese America and speak English with my accent.

I shopped at Coach Factory outlet Store in Gilroy, California for three years. Most time when I pay the money at counter the cashier shows the madness and disdains to me.
If I bring some items to return, they look at me more like enemy.

5/18/2010, when I was in front of cashier's counter to pay some bags, a white young girl who is front manager asked my ID and very rude threw it on the counter, yelling to a cashier: "Check her, Check her!" Her face expression shows: "She is a Criminal, check her background"! I felt so bad and so embarrasssed.
(Before a couple times they bring away my ID and Credit card to look some books without tell me anything. It is made me nervous and worried: What's wrong, what happened on me? Also I felt my private information kept by others is a danger things. My private information maybe stolen by somebody and used. I try to ask them so many times, they just ignore my questions, pretend they did not hear.)
This time the cashier made a mistake. She did not take an additional 50% off for a markdown leather bag, so I have to go back the store for price adjustment second day.

5/19/2009, after the price correction, I saw three colorful Poppy bags which I bought yesterday on the shelf and I got them to pay. The same girl front manager walked over and took away the three Poppy bags yelling to me: "You can not buy those bags, you bought yesterday."
I asked why? She turned her eyes away and answered: "it is Coach new Policy."
I asked her: The police you told me last time is "not over three items of same style at one transition and total together not over 10 items in 7 days."
She said: "This is also a policy, You cannot buy same items every day in Coach store".
I requested to talk with store manager who above her. After a while, store manager Coral walked over. I told her every time I come to this store and these cashiers not nice to me and always have new policy to against me. She is so cold and said: "Look the police in front of you, we reserve our right to laminate the customer buying quantity."
I read the police, there is not policy saying: customer cannot buy same items over three at one time and Customer cannot buy same bags at second time. The only limitation is can not buy over 10 items in simpler products.

I said Policy did not mention anything about customers cannot buy those bags again.
She answered:" It is new corporate policy, we did not tell you, because you did not ask".
I told her if your cashier did not made mistake, I will not need to drive 80 miles back and this will not be happened. She answered: "People make mistakes, you paid that transition by credit card, you signed the sale's sheet without check, so this is all your fault!"
Is a store manager should said like those? She threw over the cashiers mistake to my responsibility. Should we trust Coach store anymore?
From her eyes, I felt discrimination hit and disdain only!!!

If I am a white lady and speak perfect English, will she still does those???

I just don't get it, they don't have a common scents: only customer buy, Coach can make money, and keep store in bussness, so you can be hired.

That is the reason Coach Products quality and service going to toilets - They don't care the customers, they only want the money!!!

Please do not buy from Coach any more and let all our friend to know: Stop shop at Coach!!!
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Posted by Slimjim on 2010-05-20:
"f I am a white lady and speak perfect English, will she still does those"
If they think you are reselling them illegally, you bet. Why are you buying the same items everyday and still continue to shop there under such scrutiny?
Posted by Anonymous on 2010-05-20:
Good question.
Posted by Sheriffs Uncle on 2010-05-20:
Excellent question. Plenty of places to spend your money. Why go where you aren't wanted?
Posted by oldisgood on 2010-05-21:
Something is sooo wrong about this post. If the manager is YELLING at you, I don't think I would go back to that store. I don't think it would make a difference in how many items you bought. If you paid the price you can do whatever you want with the merchandise, even resell it if that is what you want to do. How would that be illegal??
Posted by Sxp on 2010-05-24:
If you buy something in Coach factory store over 5 or more items, they will bring your ID away or write you Credit Card # /ID numbers to look a book without tell you anything or get your permit.
Go to try!!! Go to fell when people in front of you to do something ......
I am not a Coach Girl, I never wear or carry Coach bags at all. I bought those items for my friends in China who send email & pictures of Coach bags they likes. Poppy is new in China, all girls want it.
If you live in SF Bay Area, you can see over 50% of Coach Factory Store customers are Chinese. Most Chinese Customer will spend $500-$1500 each time in those stores. After Coach goes cheap market start, it fits into a lot of Chinese's range. Every Saturday & Sunday Gilroy Coach outlet store hundreds of customer will line up the outside Coach to wait into the store. This proberly is a reason make Coach think they are big, strong, rich and does not need to care the qaulity and Customer anymore.
(Coach Retail Store in China sell price is almost twice of USA Retail price. 100%-200% import tax made Coach bags very high price. Where will you buy from? Of cause, 60% - 75% off price in factory outlet is a deal. )
Because a good deal, we have to face the cold face? To be Checked as a Criminal?
I really hope somebody stand out or group together and protect our rights.
This is only Co. I shopped in USA who is mad with customer purchase a lot. Is it not strange? I looked back, I thought Coach starts to check customer info around April this year. I did not pay attention before, until this time that girl manager yelled in front of me like that rude.
Two weeks ago, my friend complained to Gilroy Coach store manager about a cashier who is bring her ID & Credit card away to talk with another cashier and pointed on her cards and laughing for a while then come back. Now think about, the cashier must was waiting the result of check my friend.(She bought around 7 items.) That store manager only said sorry without tell her any reason why that girl do it.(That time I only but a couple things, so they did not check me.)
What is going on in Coach Factory Store?
Do they do those legally?

Posted by tommygirl on 2010-09-05:
Any retailer reserves the right to limit quantities. Resellers denigrate the brand. I find it very hard to believe that this person has such a large number of friends in China for whom she purchases bags as gifts.
Posted by justiceli on 2012-08-04:
Agree, their customer service is horrible. Are their customers their enemies? I wish MK and Kate Spade will take all their business. Bankruptcy not far away.
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