NEW HAVEN, CONNECTICUT -- I am extremely disappointed and taken back by Coach not honoring a policy that is blatantly expressed by their employees. I returned my bag to have the straps replaced, the last thing I expected to see was my bag nicely repackage and returned in the same condition with a 40% off coupon. That is not resolving the issue with my bag nor is that honoring Coach's policy.
You expect your customers to spend their hard earned money on your products and then when your product fails the customers you send a coupon instead of a guaranteed repair or exchanged which was the initial promise, that is bad business and customer service. I do not appreciate being left without a Coach bag or having to spend out of pocket for a replacement bag. Sincerely, Former Customer.
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.
MYRTLE BEACH, SOUTH CAROLINA -- As a long time Coach customer, I purchased 3 bags at the Coach outlet in Myrtle Beach, SC on 6/13. Had no reason to not use my new blue bag... all other Coach purses I have purchased just smelled like good leather. I kept smelling something awful and realized it was this Coach bag. I tried to return it but because I used it, Coach outlet where I purchased it would not even exchange it for a new bag. I called customer service 2 times.. each time they said they are sending me a prepaid return label from ups to return this bag. So far, no email has been received.
I will never buy another Coach product again. Their loss as I purchase many bags several times a year for myself, daughter, daughter-in-law. The Coach guarantee is meaningless. They do not stand by their products. I urge consumers to never buy Coach.
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.
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!
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.