Coach, Inc.

Dear Sirs, We are in receipt of [redacted]’ Revdex.com complaint about her recent order with [redacted]. We apologize to [redacted] for any misunderstand or inconvenience that she may have experienced with her recent order online but can assure her that we make every effort to...

accurately display and describe our products online. Our records indicate that [redacted] selected the Bleecker Mini Leather Duffle, style #F32281, and the correct dimensions were listed on [redacted]. We understand pictures online can be difficult to measure a true size which is why Coach provides product descriptions and dimensions. Our records also indicate [redacted] inquired about the Legacy Leather Duffle (larger version), style #F19889 in Sand and #F31242 in Marine on 11/**/2014. She was advised both styles were not available to order. We invited [redacted] to return her order at no additional cost and a full refund would be issued back to her credit card. A return label was emailed to her on 12/**/2014. Again, we are sorry to hear that [redacted] is unhappy with her recent order. We hope to welcome [redacted] into our stores again the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The purse was in new condition with tags as the purse had not been used, Ever. Coach did not offer a 30% off and did not stand behind their one year warranty or their 60 day return policy. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Coach's response ignores the points made in my complaint, and repeats what they have already offered.  First, Coach's proposal does not make me whole for approximately $300 of value because they cannot replace the bag.  To make me whole, in light of the discontinuation of my bag, Coach could offer another 40% off coupon to make up for the one I lost purchasing this bag.  Or Coach could increase my merchandise credit by $300.  Second, Coach says that they cannot locate the bag because 30 days has elapsed from delivery.  Note that Coach's reply falls exactly on the 30-day mark.  They could have investigated the issue further at any time during the last two weeks, after I called them and told them I did not receive my bag.  Third, I would like follow up to make sure Coach is not being enriched by their insurance with [redacted].  It is not fair to me if they claim the full value of the bag and do not reimburse me for the full value of the bag.  I would like Coach to reply specifically to the three points listed in this letter.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint. We are sorry to hear that [redacted] has not received his Coach Merchandise Card in the amount of $50.00. Our records indicate his last email correspondence was completed on 2/**/2016. Coach has issued a...

new Coach Merchandise Card. To confirm delivery, the new Coach Merchandise Card was shipped via traceable [redacted] and is scheduled for delivery on 3/*/2016. The tracking number is [redacted]. Coach Merchandise Cards may be used at any Coach Retail store in the U.S., Coach Outlet Stores and online at Coach.com.

Dear Sirs, We are in receipt of [redacted] recent Revdex.com complaint about her return. Coach is researching the return processed on 6/**/2016. We invite [redacted] to send the black Larissa heels in size 7.5 back to Coach for evaluation and return. Our stock shows the Larissa heels in black size 7.5 is sold out. For returns within 60 days, in the event an exchange is not available, a refund in the original form of payment would be completed.   As a courtesy, we will email [redacted] a new return label. [redacted] would need to include a note with her address, daytime phone number and email address. She may include a copy of this correspondence for her reference.

Dear Sirs, We are committed to resolving our customers’ concerns and we want to make sure that every Coach experience is a positive one for our customers.  We understand that [redacted] is upset and we do apologize for the inconvenience.  Our records show the following merchandise card was...

reissued under [redacted]’s billing address on file: [redacted] –Merchandise card in the amount of $147.50 on 1/**/2017 Our records show order [redacted] and [redacted] placed under a different name and address. It is Coach’s policy to reissue the Coach Merchandise Card back to the provided purchaser’s name and address. We hope to welcome [redacted] into our stores again in the future.

We are in receipt of [redacted] recent Revdex.com complaint. Coach offered [redacted] a similar replacement bag since her desired settlement was to have the bag replaced. In the event [redacted] does not want the similar replacement bag, we would be happy to provide [redacted] with a 40% discount on her next one retail item purchase.  To redeem this discount, she can place an order through Customer Care by calling ###-###-####. Coach stated the delivery information per our records. We have not received any compensation from this package transported via [redacted]. We hope that this provides [redacted] with some options, and helps to resolve the issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I need further clarification as to next steps. I understand Coach is sending me a pre-paid label for me to send in my bag for evaluation. Does this mean that the bag will be repaired at no cost? And will the bag be mailed back to me at no cost? How long will the repair take?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sirs,   We are in receipt of [redacted] Revdex.com complaint regarding her recent order [redacted]. We apologize to [redacted] for any [redacted]et or inconvenience that she may have experienced with her recent replacement order with Coach. Coach takes pride not only in the superior...

quality of our products, but also in taking the time to create a positive "Coach Experience" for our very valued customers.   On 02/**/2015, [redacted] called Customer Service reporting she never received her Bleecker Leather Cooper Satchel in black from Coach order [redacted]. Our records show it was delivered on 07/**/2014 via [redacted]. As a one-time courtesy we shipped [redacted] a replacement order, order [redacted].    Our records show order [redacted] was completed and delivered the following day to [redacted] on 02/**/2015. [redacted] shows tracking number [redacted] delivered successfully and the weight noted at 4.10lbs.   On 2/**/2015, [redacted] notified Coach Customer Service that she did received her replacement bag, however believed that it was the wrong style bag. Coach Customer Service offered to exchange the bag, if shipped incorrectly, at no additional cost to [redacted].   In order to complete an exchange, [redacted] would need to return her replacement order [redacted] back to Coach with the provided return label within 60 days. She may contact Customer Service at ###-###-#### Monday - Friday 8:00am – 11:00pm EST. Saturday 9:00 - 7:00pm EST. Sunday 11:00am - 7:00pm EST for any additional questions or concerns. This information is noted under her order number [redacted].    Again, we are sorry to learn [redacted] is unhappy with the delivery of her replacement bag. [redacted] confirmed she received a replacement bag on 2/**/2015. Coach would be happy to complete an exchange (no additional cost to the customer) in the event that the bag was shipped incorrectly.    We hope to welcome [redacted] into our stores again the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Once I receive the item, I will confirm complete resolution of the above-captioned complaint.Thank you for contacting Coach on my behalf.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].As they instructed, I visited the store and the associates there took the bag to have it shipped back for repairs.  I am optimistically awaiting the return of the bag, hoping that it looks much better than it currently does. I am glad that in the end, Coach was willing to do these repairs.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
[redacted]
[redacted]  [redacted]  [redacted]
[redacted]

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint regarding her online order [redacted], placed on November [redacted], 2014. We apologize to [redacted] for any upset or inconvenience that she may have experienced but can assure her that our associates are highly trained in...

customer service and did provide our correct policy regarding pricing adjustments. Per our policy, price adjustments on previous purchases are not permitted. This policy is posted online at [redacted] We are pleased to offer significant values on Coach Outlet Online and in Coach Outlet stores through our savings events. Prices can change from day to day depending on what value is being offered. Coach has made the decision to not make adjustments to sale purchases and this policy is consistent with many other companies in the sale industry. In keeping with our standard business practice and in fairness to all of our valued customers, we are unable to offer an exception to this policy. Our records indicate the sale price was listed as $197.50. We could find no record of style F26224SVCKJ on 11/*/2014 listed for the sale price of $89.00. We are sorry [redacted] is not satisfied with this policy. If [redacted] would like to return her order, we would be happy to help her with a return label. New and unused merchandise may be return for a refund, if returned by January [redacted], 2015. [redacted] would need to contact our Customer Service Department at ###-###-#### Monday - Friday 8:00am – 11:00pm EST, Saturday 9:00 - 7:00pm EST, and Sunday 11:00am - 7:00pm EST. This offer has been noted under her order number. We hope this response clarifies our policy. We value [redacted]’s business, and we hope that she decides to shop with us again in the future.

Dear Sir,Our records indicate a refund in the amount of $153.12, was issued on 02/**/2016 to the purchaser to the MasterCard ending in [redacted] and $130.04 to the Visa ending in [redacted].  Also, a merchandise card in the amount of $178.16 was mailed on 02/**/16.  We ask, if the purchaser has not...

receive the merchandise card, we request the purchaser to contact Coach Customer Care at ###-###-####, to have the card reissued.

Dear Sirs,   We are sorry to hear about [redacted]s recent experience with the delivery of her order. [redacted] is Coach’s preferred delivery carrier and we do ship our package(s) via insured and traceable means.   Our records show the package was delivered on 09/**/2016 at 11:45 A.M to...

[redacted]s address on file. [redacted] contacted Coach on 10/**/2016 and reported that 1 item (38323 SVL80) was not received. Coach filed a claim with [redacted] and started a lost package investigation.   [redacted] did close this investigation, reporting that this package was delivered to the requested address of [redacted] in Staten Island, NY.   Because Coach takes pride in its superior level of customer service, and also takes pride in demonstrating that each Coach customer is valued, we offered [redacted] an one-accommodation to resend her another set of goods (38323 SVL80) free of charge.   We invite [redacted] to contact our Customer Care Department at ###-###-####, for a replacement set of goods. It is against Coach policy to provide a refund for the replacement set of goods because the customer has not paid for those goods.   We look forward to welcoming [redacted] into our stores in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not intend the complaint to go against coach but rather the business of [redacted].   Thanks! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My receipt is attached. I am not going to look for a [redacted] location in New York. It took me two hours to get to New Jersey. Once again COACH shows that the customer is last with their decision making. In addition thank you for letting me know about your new policy however my receipt falls under the old guidelines of COACH not the guidelines placed on your website as of 2014. I also attached pictures of two bags one needs a new strap and the other ripped around the draw string. Took both bags to a COACH Store in New York was told the repair service is contracted out. I would not get the value of the bags and it would be a waste of time to send them out because COACH will  send a 20% off coupon for the next purchase.
 As I already stated I want my money back for this item. I no longer want to do business with your company. According to your policy some products may fixed. I have two coach bags in my home one was $129.00 and the other was $250.00 (COACH LIMITED ITEM) a waste of money. I was told the bags would not be fixed as a result the bags are still sitting in my home not repaired and I can't use them. Here now another case of a COACH item that is cloth and will not be repaired. I am not going to wait ten to twelve weeks to receive the backpack back. Because its cloth what happens if the backpack rips again? I am not going back and forth. I want to invest in companies who value their customers. As a result of poor customer service a total of close to  four hundred and thirty one dollars between three bags I want my money back. The backpack receipt is attached just refund the money. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sirs, We are committed to resolving our customers’ concerns and we want to make sure that every Coach experience is a positive one for our customers.  We understand that [redacted] is upset and we do apologize for the inconvenience.  Our records show that a replacement was shipped and...

delivered to [redacted] on August *, 2016.  We hope to welcome [redacted] into our stores again in the future.

As of today, 1/**/2016, Coach does not have a record of receiving [redacted]’s order number [redacted], shipped from [redacted] store ([redacted]Store #[redacted]. Our records indicate [redacted] initiated a chargeback with her credit card company on 1/*/2016.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 This is a good step forward but of course we do not have a resolution yet, we need to wait and see what will Coach do when they receive the receipts and the (unwanted) gift cards. We can then review the resolution.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]