[X]
Write ReviewJump to 
1
Helpful
Votes
Votes
Coach's Bad Customer Service and Return Policy
Complaint
Review by clickinsight on 2012-09-23
Rating: 
NORTHBEND, WASHINGTON -- Coach apparently trains their customer service and associates to blame everything on customers and not take any responsibilities.
I bought 6 coach bags at Coach's Northbend WA outlet for the first time in June 2012. I was buying them for gifts. It turned out that I had one left over and decided to return it. Because I was 200% assured by the sales associate (#952706) that these bags are returnable with a receipt. I didn't think much of it and just took and paid for all 6.
Little do I know that I should have looked very carefully at the bags.
When I returned from my travel in Sept to return the one bag that was not used (I didn't even take it outside the bedroom since I decided right after buying them that I bought one extra), I was shocked that the outlet manager pointed to a marking on the bag (which I noticed for the first time) and said the bag was used and they would not have let that bag out of the store in the first place. And because of that, it's not returnable.
First of all, when I was sold the bag, no one told me to look carefully before I accept it. Secondly, it was obvious to me that the shop manager and associates were trained to have the scripted line that "oh we inspect every bag when they get go out the store and would not have sold it if there is any flaw." I think that's a great policy, but how does anyone know that there is no clerical error or an associate either mistakenly marked "as-if" product as good, or they didn't accidently mark/damage it?
In denying that they could do anything wrong, they were accusing me of lying, which I did not. The interesting thing is that I have just as much reason to accuse the assicate of mishandling and negligent as they have to accuse me of lying.
I have never been this humiliated.
I would like to warn everyone who buys from a coash store (especially an outlet) to inspect your merchandise carefully before walking out of the store.
I bought 6 coach bags at Coach's Northbend WA outlet for the first time in June 2012. I was buying them for gifts. It turned out that I had one left over and decided to return it. Because I was 200% assured by the sales associate (#952706) that these bags are returnable with a receipt. I didn't think much of it and just took and paid for all 6.
Little do I know that I should have looked very carefully at the bags.
When I returned from my travel in Sept to return the one bag that was not used (I didn't even take it outside the bedroom since I decided right after buying them that I bought one extra), I was shocked that the outlet manager pointed to a marking on the bag (which I noticed for the first time) and said the bag was used and they would not have let that bag out of the store in the first place. And because of that, it's not returnable.
First of all, when I was sold the bag, no one told me to look carefully before I accept it. Secondly, it was obvious to me that the shop manager and associates were trained to have the scripted line that "oh we inspect every bag when they get go out the store and would not have sold it if there is any flaw." I think that's a great policy, but how does anyone know that there is no clerical error or an associate either mistakenly marked "as-if" product as good, or they didn't accidently mark/damage it?
In denying that they could do anything wrong, they were accusing me of lying, which I did not. The interesting thing is that I have just as much reason to accuse the assicate of mishandling and negligent as they have to accuse me of lying.
I have never been this humiliated.
I would like to warn everyone who buys from a coash store (especially an outlet) to inspect your merchandise carefully before walking out of the store.
Comments:
Posted by ok4now on 2012-09-24:
Excellent post. When you're purchasing designer label merchandise, outlet store or not, you expect exemplary customer service. This includes returns without giving the customer a hard time. You did everything right. It seems that they were looking for an excuse to deny this return. If this was a recent C.C. purchase you can dispute it. I'm also thinking had you made this purchase at Macy's (same product from the same company) they probably wouldn't even question the return. The difference is not Macy's (full retail) vs Outlet Store (discount) The real difference comes down to the level of customer service. The Outlet Store failed big time. I would complain loudly.
Posted by trmn8r on 2012-09-24:
You approached the store with a bag purchased 3 months earlier and requested to return it. On inspection, the bag was marked in a manner that it appears to be used - a mark that you had not noticed yourself.
Unfortunately, at that point you need to prove that it was marked when you purchased it. But you hadn't seen this mark previously. You assume the mark was there when you bought it, but the store has no way of knowing when it happened. This is a sad situation, but I can see why the employees acted as they did.
I'm not certain from what you wrote that they accused you of lying so much as they didn't feel you proved that the bag was marked when it left the store.
Unfortunately, at that point you need to prove that it was marked when you purchased it. But you hadn't seen this mark previously. You assume the mark was there when you bought it, but the store has no way of knowing when it happened. This is a sad situation, but I can see why the employees acted as they did.
I'm not certain from what you wrote that they accused you of lying so much as they didn't feel you proved that the bag was marked when it left the store.
Posted by melissa253 on 2012-09-24:
I can understand why they wouldn't accept a return on a bag bought 3 months earlier. There is no way that you can prove it wasn't used or that it had a flaw when you bought it.
Posted by CowboyFan on 2012-09-24:
The op bought one too many bag, which she knew immediately, but did not return for three months. Waiting always causes problems.
The other thing is that even if it is left in a bedroom, there is still the possibility that in handling, storing, putting something on top of it, that the mark occurred. Was anyone in your house during the 3 months you were away on travel?
When one buys at an outlet mall, by their nature they are selling season ends, etc., so don't expect to be able to return things months later without a problem.
The other thing is that even if it is left in a bedroom, there is still the possibility that in handling, storing, putting something on top of it, that the mark occurred. Was anyone in your house during the 3 months you were away on travel?
When one buys at an outlet mall, by their nature they are selling season ends, etc., so don't expect to be able to return things months later without a problem.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
