Coach, Inc. - Page 3

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

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Worst Customer Service Ever
Posted by on
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.
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Anonymous on 04/12/2009:
The staff at the Yorkville (Bloor West) Coach store act like they are too good for the customers and have some serious chips on their shoulder. However, if you are attractive or look like you have money, they fall over you to help. As high-end and trendy as Yorkville is, I don't see that behaviour anywhere else.
Anonymous on 04/12/2009:
Yup. You walk into Coach wearing a Gumby sweatshirt and they don't want to wait on you. You walk in there wearng a $400 outfit and they can't get enough of you. The Coach outlet stores, however, are amazing. Great service EVERY time I have been in there.
spiderman2 on 04/12/2009:
The customer did come first, it just wasn't you.
Actually, I agree that they handled this poorly. You should have been given the option of purchasing the shoes if you had taken them off the rack. However, if they came from the counter or somewhere else where they were obviously being held for the first customer, then they should have been theirs. Now, if you really want to show Coach how angry they made you, you really need to stop shopping with them period. Coach doesn't care what store you spend your money at, they are still getting it from you in the end.
BokiBean on 04/12/2009:
Coach is overrated and overpriced. Sounds like the sales staff have bought into the hype and consider themselves a superior product as well.
Anonymous on 04/12/2009:
Actually, sherdy, the same thing happens at most places of business. Look at restaurants: if you dress well and are a 'good looking couple' you get a table toward the entrance or in the center of the room. Quasimodo or those 'inappropriately dressed' sit in the back, near the restrooms or beside the kitchen door.
BokiBean on 04/12/2009:
My old neighbor lady always says to dress up for dinner and dress down for yard sales. haha
J. on 04/13/2009:
ah. I was the first customer. The other customer came in after me. I don't know whether the other customer had the shoes on hold, but the sales should've at least explained why. She didn't even make an effort to.
mnladydi on 10/08/2009:
Going to another store was a mistake. If the manager didn't handle the situation, you should have insisted on the phone # of his supervisor. Rude employees are not going to chance their attitude unless they are made too.
I have done this in the past (not at coach, never had a problem with them), and get my issues handled correctly.
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Good Place To Shop
Posted by on
MINNESOTA -- Coach PursesMy daughter and I used to order our Coach Purses online or buy off Ebay or shop at Macys until we found the Coach Outlet Center. One day we decided to drive to the Albertville Outlet Mall and visit the Coach Store, the ladies that worked there were very helpful and helped us pick out our purses. I know it seems like a lot of money but for $400 we got 2 purses, 2 key chains and a wallet but at a store that's not a discount place, it would of cost us close to $700.

I know, it's a expensive habit but we LOVE Coach!!
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Poor communication and service
Posted by on
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!

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spiderman2 on 05/19/2007:
Who would think you can put a white fabric purse on the ground or floor of your car without it getting dirty? Its white!!! An unconstructed bag isn't going to stand up like a bag with a solid bottom. I'm sorry, but to me this is just common sense. I certainly don't have a $258 purse (I have kids LOL) but I don't even put my $30 purse from Kohls on the floor of my car or the ground.
yentacat on 05/19/2007:
I did expect that the bottom might get dirty, but not the sides because it falls over. You are very lucky that you never have to put your purse down or on the console of your car. I currently carry a slouch bag and it does stand up.
imjustasteph on 05/20/2007:
I agree Yenta, I don't think I have ever passed a day with my (<$15 WalMart) bag without putting it on the ground or at least the floor of the car. Now, because I have three kids and am low-fashion, my bag isn't white- it's a dark denim, so I can get away with letting it get a little grubby.

But if you're willing to pay for more, you should be able to expect more. It's a shame they won't do anything about your bag. I'd take my business to another company....
rhondam718732 on 05/21/2007:
I almost don't know what to say. My one weakness is Coach and Dooney & Burke purses. And when I buy one, I check it out from all angles, will this color/material stand up against wear and tear (I have kids too!) Also, STOP laying it on floors...things will get dirty there. You can't put it on an empty car seat when you're driving and hang it on a door hook or put it on a table at home? C'mon...
yentacat on 05/21/2007:
When I am driving I usually have a child next to me, so I would put it on my console (I drive an Explorer). I can't do that because it doesn't stand up, it just falls over and I cannot use my shifter. I don't lay it on the floor at home I am talking about restaurants that don't have a chair that you can hang it on, or at temple when you are sitting in a pew. There are circumstances where you have to put a purse down.
mnladydi on 10/05/2009:
First-I understand how you would expect coach to stand by their products, but you bought white! Why would anyone who plans on putting a bag on the floor buy white? I sometimes have to put my coach bag on the floor of my car, but I put it on top of a 99 cent tote bag to keep it clean, and my bag is brown. To be honest even if the white bag had a flat bottom, it can still tip over. Mine does when I've had to stop fast, but it doesn't get dirty because I have it on top of something. Coach probably makes the same assumption that I would make: someone who is buy a white bag is planning on being very careful where they place it.
Anonymous on 10/05/2009:
I have a Coach and it tips over a lot. My purse is black so it doesn't show dirt. I would love a white bag, but I know it would be impossible to keep clean. If I did ever get a white Coach, I would only use it on special occasions
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Coach Sells Junk
Posted by on
Rating: 1/51
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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onlooker on 03/27/2013:
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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Disgruntled Person
Posted by on
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. is the site!!!! stay clear of it they are a sham!
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SaMoore on 08/23/2010:
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.
momsey on 08/23/2010:
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.
Starlord on 08/23/2010:
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.
shayen on 08/23/2010:
I lived for a while in Shanghai. I would be really surprised if your handbag is the real thing.
manis on 08/24/2010:
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!
SaMoore on 08/24/2010:
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?
coach employee on 11/17/2011:
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 on
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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Anonymous on 06/04/2010:
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.
Weedwhacked on 06/04/2010:
Hold old was the bag?
Skye on 06/04/2010:
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.
Ex-Loyal Coach Owner on 06/11/2013:
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 an 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.
Disgusted on 07/31/2013:
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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Poor Quality and Poor Customer Service
Posted by on
I purchased this ring last year from Coach for my teenage daughter. It was not the silver, but rather the brass ring. Within no time practically all the brass had actually rubbed off, both the inside and the outside of the ring..... I did not keep the receipt had I had never anticipated any problems with a ring. I went to the Coach store at Sherway Gardens and spoke to an associate about it, who told me to bring in the ring and they would exchanged. I brought the ring back only to have the Manager inform me that there was nothing they could do for me if I did not have the original receipt. I had the original box, the tissue, the small bag it came in. It was clearly a Coach product. I was not looking for my money back, rather a replacement ring. You can't shop there without them wanting all your info (address, email etc) but what good does it do if they can't track your purchase. I can return anything to Home Depot without a receipt and they can automatically tell me the date I purchased it, along with method of payment.

I will not shop there again..... there was once a time when you could trust the Coach name, but those days are long over.
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Bad Customer Service
Posted by on
My wife bought me a new calf skin wallet from a local coach store. Within six months the plastic part that covers your drivers license had begun to shrivel up. I sent the wallet back to the coach store after it had finally shriveled so badly that the wallet was nearly folded in half. The store sent the wallet to the repairs department, and two months later I received the it back with a letter from repairs stating that I must have been placing the wallet too close to the furnace. I then sent the wallet to the store again, and they sent it to coach customer service. Now, after another two months, coach customer service has said that this should not have happened under normal circumstances and that I must have exposed the wallet to harsh conditions. They will be sending the wallet back to me. I don't typically spend $160 on a wallet, so I had taken very good care of this one. I will never do business with coach again.
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Anonymous on 10/28/2009:
Did you expose it to harsh conditions?
Farly on 11/05/2009:
No, It was never exposed to any harsh conditions.
barbie39 on 01/27/2011:
Once again if you purchase a designer purse, wallet, shoes, please try to use Nordstroms. They have just about the best customer service there is concerning refunds. If you do not have one in your area , go on line . Nordtroms sells on line. Also in your situation I would if you charged it try a complaint with your credit card.I do not work for Nordstoms or have any financial iterests. Also for luxury purchases Neiman Marcus is excellent. By the way sometimes Marshall,s have these products discounted.
Anonymous on 01/27/2011:
barbie39 I found your advice very helpful. Thank you for taking the time to help out.
barbie39 on 01/28/2011:
If you are into Coach try Irvings on line. They have a fantastic selection of designer bags. I purchased a Dooney Bourke bag last year at a substantial discount olus free shipping and bonus no state tax.
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