LAS VEGAS -- When we are paying at the cashier on the 3rd to the last on the right side, cashier on the second to the last on the right side, which is this chunky girl with auburn long straight hair is not so courteous and impolite. Coach need to teach her how to be courteous and polite to customers. Customer service is very important in business. Remember, Coach, customer is always right. I do understand they are all tired for that event last night but still she has to be nice and polite when asking customers to give another customer a little bit of space so she can pay her items. Anyway it is not our fault that Coach has a very small space at the cashier area. It is too tight on that area.
JACKSONVILLE, FLORIDA -- I purchased a handbag that wound up being too big for me to carry. I returned it on June 25th 2018. I called on July 2nd and told that it was in fact received and that it would take 3-5 business days to receive a refund. On July 15th after not receiving a refund or any type of correspondence from Coach telling me that they even received it, let alone processed my refund I sent an email to Coach asking about my refund. I received an email back apologizing and telling me they would process my payment immediately.
Well, today, 07/17/2018 when I called, I was told that my refund was just approved and it would be processed in 3-5 business days. So, if they are even telling the truth this time, I should receive my refund by July 24th. Are they serious? I'm sorry but I have been purchasing Coach products since the early 1980's. Part of the allure was their exceptional customer service. Well I must say, this experience pretty much sealed the deal for me and I will never buy anything Coach again!!!
JACKSONVILLE, MICHIGAN -- Worst experience I have ever had shopping online, and I run/work at an online retailer, so that speaks volumes. I typically purchase in store (Coach is where I purchase most of my Christmas gifts), but decided to give their online shop a shot - received an email for a 20% discount on their online store. My order was canceled for no other reason than my information wasn't up to par with their system. Order went through, pulled over $200.00 from my account, then canceled the order a few hours later. After contacting customer service, no resolution was achieved and no one even cared about my experience.
They told me I should have my refund within 72 hours, it is now 6 days later and I had to call my bank to cancel the transaction. After speaking with Irene in customer service, it was quite clear that I am a little fish in this pond and my satisfaction with their company is not something they care about.
20% discount I had applied to my order for their weekend sale? Can't use it anymore. Any kind of discount code for the inconvenience? Nope, just a swift response that I need to contact someone else and not them. Terrible company. Will never shop at any Coach store/subsidiary and will inform everyone I know of the shady business practices they have and their snooty attitudes towards customers.
WARREN, MICHIGAN -- I purchased a Coach purse that was a specialty item with leather, studs, metals, and fur. Within a year's time the dye on the fur began to fade from black to a mustard color on a black handbag. Coach's repair team could not do a thing except offer me a discount on another non sale item. They do not stand by the integrity of their products.
In addition I purchased a winter white bag and within 3 carries in 2 months, I noticed the white dye had become dark in various spots. Took the bag to the Coach store and because it was out of their 30 Day return date they could do nothing! They do not stand behind their products and offer no customer satisfaction.
ATLANTIC CITY, NEW JERSEY -- I received the Coach bag at an event. The gift receipt was included. I don't see the allure of Coach; I'm not a fan of their product. First, it was purchased at an Coach outlet and it couldn't be returned to a Coach store in a mall. Then, even with a gift receipt, I could not receive the value of the item. I would only receive store credit. If I don't like Coach bags, why would I want store credit.
Any other store I deal with, if I have a gift receipt, I can get the price of the item at that time. Coach will not do this. With a return policy like this, I definitely will not ever shop Coach. They are not worth the price. The manager and store clerks kept referring to the back of the receipt and would not even attempt to work with me. If you want customer business, this is not the way to achieve it.
FLORIDA -- Coach sent a damaged item that I was giving as a Mother's Day gift. I was embarrassed by the scuff marks on the front. I called and the customer service representative said that once I drop it at UPS she would overnight another one. She never did and I followed up 5 days later and Coach had already received the damaged one but never replaced it or refunded the item. I am disgusted with Coach and warn others not to buy it online or at all given their lack of quality control and their non response.
BETHLEHEM, PENNSYLVANIA -- I am very disappointed with the lack of customer service I received at the Coach Outlet store located at the Sands Outlets in Bethlehem, 77 Sands Boulevard, Bethlehem, Pennsylvania on Friday, June 10th at approximately 9:30 PM. I know this was awhile ago. I was just going to let it go, but two months later I am still upset, so I decided to write this post.
Anyway, June 10th I went into the store because the zipper on my Coach bag broke. I asked the sales associate what they could do about it. The woman I spoke to said she was a manager and my only option was to pay $55 and have the bag sent out for 4-6 weeks in order for it to get fixed. The manager I spoke to was not helpful and she made a snide remark about the bag being a year and a half old as if that was ancient. Yes, the bag is a year and a half old. I hate to break it to Coach employees, but that's not that old. A well-made purse shouldn't break after 1.5 years.
All the employees I spoke with had the same condescending attitude like I was ** because I wanted Coach to reap some of the cost of repairing a bag that was over a year old. I spoke to another manager who said the same thing. Although I was very angry at this point, I kept my composure, was nothing but polite, and explained that I only buy Coach bags because of their quality, and because in the past the company has backed their product.
All of the Coach employees acted as if they didn't care at all what I had to say. They didn't validate my feelings and they made me feel like garbage. I find this unacceptable. I should have not been treated this way. The employees should have at least tried to keep me happy as a customer and should have at least attempted come to a solution. There was no attempt at a solution and they showed no care whatsoever that I was upset. Again, I was polite, but communicated the issues I had. Their customer service was plain horrible.
I absolutely love my bag and I am devastated that it is broken. I don't feel after a year and a half later that I should have to pay $55 and wait over a month to have my bag fixed. Whether it is policy or not, I feel that Coach employees could have made more of an effort to fix the issue and make an exception being that it isn't that far out of the year warranty. They could have at least tried to help me, especially since I thought that the policy stated that the bags were guaranteed for life.
I understand if the bag would have been 5 years old and I wanted the company to reap the cost of the repair that they would say it is my fault and I would have to pay, but this was only a year and a half. I started buying Coach handbags about 15 years ago because I liked the style and the quality. Also, I was misinformed, but I buy the bags because I thought they were guaranteed for life.
In the past I have had top-notch customer service from Coach and Coach Outlet employees. I became a loyal Coach fan when 6 years ago I had an issue with one of my bags, which was approximately 2-3 years old. I don't remember what, but something on the bag broke. I went into a different Coach Outlet store to find out what they could do.
At this time the sales associate was incredibly helpful and understanding. They credited me for the amount of the bag and I was able to pick out a brand new handbag, which I didn't expect whatsoever, but greatly appreciated. After this I was hooked on Coach and from this time on the only brand handbags I bought was Coach. I told everybody I knew about my amazing experience (even years later) because it really showed that the company was dedicated to selling quality products and the customer service was out of this world!
When I went into the Sands Outlets Coach I didn't expect or want a new handbag. In fact if they would have offered that I would have turned them down because I want to keep my bag. It's just the point that they didn't even try to help me or make me happy. Coach employees showed me that they didn't care at all. The handbag was approximately $220.00. It seems pretty ridiculous that Coach bags over $200 only last a year and a half. This is really a hassle and upsetting.
I love my handbag and I want it fixed, but I don't want to put more money into the bag because I am afraid it is going to break again. I don't want to have to pay $55 every year and a half to have this handbag. At this point I haven't gotten it fixed on principle, which stinks because I want to use the bag!!!
Over the years I have spent thousands on Coach products buying purses, perfume, shoes, jewelry, wallets, a headband, wristlets, makeup bags, a passport cover, umbrellas, scarves, key chains, gloves, hats, etc. I have spent so much money at Coach, and they can't wave a $55 fee for my handbag to be repaired??? That says A LOT about Coach as a company.
I have reached out to Coach and the only response I received from them was one that was generic and told me to go into a store to have them evaluate my bag, which I told them I did in my original email. So basically they didn't even read my questions and/or complaints. I am really disappointed and will never buy Coach products again. Coach lost a customer for life, but I am sure they don't care.
I ordered a purse online on Nov 24. On December 8th, I received an email stating they did not have the product I ordered and they would refund my money in 72 hours. On the third business day I called them. They then told me they had up to five days and that it should be back in my bank on Friday which technically would have been the 6th business day. Never mind the fact that it took them two weeks to tell me they didn't have my purse and they collected their money up front but they want to make me wait to get mine. I have never ordered anything that was out of stock and it took a company 15 days to let me know.
Not to mention the fact that this is a Christmas present and I need the money back to purchase another purse for my daughter. I also love the way they contact me early Friday morning which would count as business day number one and then on the following Tuesday which would count as the third business day. They tell me I won't have my money till probably Friday. Actually I'm being nice about the business days because the email actually said 72 hours. They're a sorry company and I will never order from them again.
MPLS, MINNESOTA -- Been a customer for over 30 years but NO MORE. Coach products are the lowest quality, overpriced handbags around. About a year or so ago I bought a zipper wallet that holds a cell phone. After 4 months the wallet's zipper broke. I shipped it off to Coach repair and they repaired it. Two months later, the zipper broke again. This time I decided to buy another Coach Wallet but a different style thinking it would last longer. Two months later the same thing - the zipper broke. Unbelievable since these wallets cost about $140 each. I shipped it off to Coach Repair - the same way I did previously. I got an email saying they had received it and would repair it about 10 days ago.
Today, I received an email from Coach telling me that I had to pay them $25 to have the wallet repaired. I told them to forget it. A wallet should last more than 2 months. We went back and forth and they continued to tell me I owed them $25. I have emailed the CEO and another "executive" informing them of my dissatisfaction. I'm sure they don't care and I'll never hear from them.
I told the repair service to send the crap wallet back to me. When I receive it I am tossing it in the garbage and will NEVER purchase another Coach anything in my life. They lost a customer for life over crap customer service and $25. I'm sure this strategy will work well for them. Look for them to file bankruptcy in about 12 months. A company this crappy will not survive in this competitive environment. Do I feel sorry for them? Hell no. Crap products and customer service. They get what they deserve.
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 embarrassed.
(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 cannot 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 policy 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 ** 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 policy in front of you, we reserve our right to limit the customer buying quantity."
I read the policy, 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 cannot 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, hate 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 sense: only customer buy, Coach can make money, and keep store in business, 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 anymore and let all our friend to know: Stop shop at Coach!!!