Coach Bags Complaint - Stand by your brand - Handbag - Kristen Tote
JACKSONVILLE, FLORIDA -- I received a gift, ship to me directly from Coach damaged. I called Customer Service and was told; since it was a gift, simply take it to the nearest Coach store and exchange it. Once I arrived to the Coach store (which the nearest store was a two hour drive ONE WAY)I was told by the store associate that they no longer had the handbag. I returned home and called customer service again and was advised they don't have the bag in brown any longer but I could exchange it for black. I returned to the store again (2 hr drive ONE WAY) to be told by the associate they can not exchange my bag because it was damaged! Needless to say I was at my boiling point. After explaining the whole situation to the store associate and then again to the store manager, I was told they could not assist me with the exchange. So, again I return home and call customer service (mind you the store and customer service do not work on the same set of rules). I was then told to mail in the bag but first contact the person who made the original order for an order number. I got the order number and returned the bag to Coach via UPS insured. About 2 weeks go buy and I do not hear from Coach, but I have confirmation that they have received the bag. So I call them and I am told that the bag is damaged/worn/use and they are unable to exchange it. I couldn't believe it. I had been back and forth for about 6 weeks with them about the bag. It appears that the first couple of conversations were not recorded or the customer service representative didn't make notes. They had the nerve to ask me for all the phone numbers I could have called from, times and dates that I called so they could search their phone records to validate my calls....WHAT NERVE!!!
The bag purchase price is 598.00. I could see if I was asking for a refund! All I requested is that this high-end manufacturer/retailer stand by it's product and if they didn't feel that an exchange was in order....repair the damage. This is not the way to keep valued customers and I have been carrying Coach bags since the very early 1990's. There are too many other handbags to choose from to be treated this way, especially for the price.