Coach, Inc.

Dear Sirs, We are in receipt of [redacted] Revdex.com complaint about her recent repair request with Coach.  As you know, Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service. We strive to make products...

of the highest quality and to ensure that every Coach experience is a positive one for our customers. As you know, Coach is one of the only luxury brands to have a warranty.This warranty is for one year for our leather goods, during which time any quality issue will be covered on a complimentary basis.Coach bags are crafted with superior quality and the finest materials, but as with all luxury bags, they are subject to wear and usage.  Coach provides complimentary leather care services to help extend the natural life of our bags, as well as ongoing repair services should the need arise. We have recently updated our repair policies in order to offer a broader range of repair services.  All of our repairs are done by our expert artisans in the Coach Repair Workshop – to the same exacting standards of craftsmanship as in the original construction. The repair fees are determined by the time and materials required to repair an item to these standards. We hope this explanation addresses [redacted] concerns and to welcome [redacted] into our stores again the future.

We are in receipt of [redacted]’s recent Revdex.com complaint. We are sorry to hear that [redacted] was disappointed with her purchase made on May [redacted], 2015. Coach storage bags are included with our new handbag collections when a purchase is made through Coach Retail stores, mail order...

and coach.com. As a special accommodation to [redacted], Coach is willing to mail a storage cloth to her address. Delivery can be expected in 12-15 business days.  We hope this response addresses [redacted]’s concerns and 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:

First of all, the returned amount indicated above is not correct. I have returned items with original invoices. How is the refund amount  short of the purchased amount? The total amount paid including tax should be $799.03 including tax. Please check and confirm. item 1 99 item 2 99 item 3 79.2 item 4 15.6 item 5 15.6 item 6 99.5 item 7 49 item 8 39 item 9 60 item 10 69 item 11 29 item 12 40 item 13 40 without tax 733.9 with tax 799.0336 Second, I haven't received any refund as of today.Third, the refund should be issued in the original payment of method. As per Coach policy, any purchase prior to the change of return policy could be returned before 1[redacted]/2015. I returned the items on 1/**/2015. Why was the refund not issued in the original payment of method? I don't need any store credits at the moment and therefore do not accept the refund in any form other than the original payment of method.Fourth, Coach has closed my online account. Sending me store credit isn't ridiculous if the account is not accessible.I need someone really can sort out the situation caused by the handling dilemma from Coach side. Please assist. thank you
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:

I was force to get the gift card since they didnt want to refund my money.im still not happy since I didnt want to spend more money with coach. they didnt offer anything extra or go the extra mile just giving me the run around 
 
 
 
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:

[Your Answer Here]This bag was a gift from my friend,I donot got original reciept.You think I have to ask my friend for original reciept,it make none sense,otherwise why Coach offer a gift reciept? As I know,most of brands accept gift reciept,so does Coach,the manger of that store treated me rudely,it was a so bad experience I deal with Coach.I did not accept your explanation,cause  your explanation seems not for solve the problem,just like a excuse,and also in-conformity with your policy wrote on your back of reciept.
[redacted]
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]’ complaint about her recent online order# [redacted] Coach takes great pride in not only the excellent craftsmanship of our products, but also in our superior level of customer service.    We are sorry to hear that [redacted] is...

unhappy with her experience at Coach, and we apologize for any inconvenience.  We want to make sure that every Coach experience is a positive one for our customers For orders placed via PayPal, we are happy to issue a refund to the original PayPal account for any new or unused merchandise that is returned to our Jacksonville facility within 30 days of purchase. If an order placed via PayPal is returned to one of our Coach stores, within 30 days, we can only offer a merchandise credit.  We do not have the capability to offer a refund to the PayPal account in our stores.  We can only offer refunds to the PayPal account in Jacksonville.  Our websites ([redacted] and [redacted]) and our packing slip, which is included with each purchase, explains our return policy. We apologize if [redacted] did not find this language to be clear, or if we did not do enough to highlight this policy.  As a courtesy, we have emailed [redacted] a return label for order [redacted] Her items may be returned within 30 days. All merchandise must be in new and unused condition. We look forward to welcoming [redacted] into our stores in the future.

Dear Sirs, We are in receipt of [redacted]’s most recent Revdex.com complaint. As previously stated we would be happy to offer a one-time return for Coach Merchandise Credit and invited [redacted] to return her 13 new/unused items (with receipts) to Coach for Merchandise Credit. We confirmed the items were successfully returned to Coach with provided return label. A Coach Merchandise card will be issued in the amount of $755.28, tax included. Our call recorder confirmed the conversation (with our Customer Service representative), in which [redacted] was advised a return would be processed. However, a refund was not offered to the original form of payment.  We are sorry for any confusion this recent correspondence may have caused [redacted]. Should [redacted] have additional questions regarding this return she may contact our Coach Customer Service at ###-###-####. Monday - Friday 8:00am – 11:00pm EST. Saturday 9:00 - 7:00pm EST. Sunday 11:00am - 7:00pm EST. This case is referenced under her name and address.

We thank [redacted] for alerting us to his concerns. Complaints that are filed take approximately 7-14 days to review and respond due to adequate investigation and information that needs to be collected. As stated previously, Coach does not offer a service to order outlet store products by phone. [redacted] is the only place online where you can purchase Coach outlet products. We hope to welcome [redacted] into our stores again soon.

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]
 First of all, I want to thank you for your timely reply.But I want to say,a famous brand is rely on his practical action,and not the words said by themselves.there are  the following reasons for my complaint:1.I just received one bill which is on the attachment from coach till now, and the total amount is different from the coach said,so I could think the coach having the behavior of fraud.2.My pay is $354.84 on the coach’s website with my credit card password, but the coach buckle my $400.97 without my password to allow. whether I can assume that the coach can get my much more money without my credit card password based on the up fact.   So I think you process was flawed. There is some high risk for consumers.3.The key of the problem is the meaning of “TAX[&DUTY]:$32.59", my understanding of this is that tax include duty,but your reply do not mean that.so I could think the coach having the behavior of fraud also.
4.I bought the bag from the coach website serving for all the north American consumers including the Canada's. Because you don't have Canada's official website. The result is I spent more expensive price than in Canada's coach stores to purchase the bag. This is a logical error. Do you think that consumers are all  fool. I think this is your biggest mistake.I hope Revdex.com can help me to fight for my legitimate rights.thank you very much.B.Regards! 
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] recent Revdex.com Complaint. We understand that [redacted] is upset and we do apologize for this inconvenience. We take feedback from our customers seriously, so please be assured [redacted] concerns will be addressed appropriately. Coach reserves the right to limit...

quantities purchase. No more than 10 items (bags, small leather goods, money pieces) of logo product may be purchased within a two-week period. No more than 10 items (bags, small leather goods, money pieces) of leather products may be purchased within a two-week period. Again, we are sorry to hear that [redacted] is unhappy with his recent visit to the Coach Outlet store. We hope to welcome [redacted] into our stores again 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:

[Your Answer Here]I only had the bag for 3 months so what is normal wear and tear on that the bag is still new and I have my receipts as well to show when I bought the bag
 
 
 
 
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 Revdex.com complaint. We apologize to [redacted] for any upset or inconvenience that she may have experienced during her recent visit but can assure her that our associates are highly trained in customer service and do their utmost to...

ensure that each Coach customer has a pleasant experience.   Our records indicate [redacted]’s profile was linked under her husband’s name. The store manager, [redacted], contacted [redacted] and addressed the confusion.   We hope this response addresses [redacted]’s concerns.  We value [redacted]’s business, and we hope that she decides to shop with us again in the future.

As a special accommodation to [redacted], Coach is willing to apply her 30% discount to her purchase. A credit in the amount $89.70 will be applied to [redacted]s credit card and processed within 2-3 business days. We hope this response addresses [redacted]s concerns and 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.
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 3 checks (on two occasions the same check...

with reissued) mailed to [redacted] billing address on file: [redacted] Coach is not aware why [redacted] is not receiving the check. Our system shows the last check was mailed on 1/**/2017. Once we are able to complete a stop payment on this check, Coach will reissue and ship via insured traceable means. Coach will email [redacted] the tracking number once it is available to view. This process will take 1-2 weeks to be completed. We hope to welcome [redacted] into our stores again in the future.

Revdex.com:
Please let coach know I am dropping the sneakers off to a Coach Store in New York City. I will call Coach first. 
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]

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]
 
 Hello , Just like previous response don't mix up things , I spoke to Tammy and she informed me she doesn't care and won't do anything . I was informed either accept the 10% which I can give you . $75 was never offered . I need a proof that it was offered to me . Also I am not going to Accept $75 cause of your coach defective craftmanship . I paid $200 for my Bag . That's all matters to me . So please stop emailing same thing over and over without providing proof . Until today Tammy from your corporate office hasn't even contacted me . Why should I contact you guys . You guys contact me and resolve the issue . Just cause it's Revdex.com complaint don't email whatever you guys want 
 
 
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 Revdex.com complaint about her recent repair request with Coach.  As you know, Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service. We strive to make...

products of the highest quality and to ensure that every Coach experience is a positive one for our customers.   Indeed the Coach guarantee states the following (emphasis added): Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods.   We have reviewed our repairs specialists’ notes on [redacted]’s bag. Coach considers this kind of damage on the handle to be attributable to normal wear and tear and it is not covered by our warranty. In fact, in most instances, it would be impossible to repair this kind of wear on a bag.   Coach informed [redacted] that this type of wear and tear was not covered by Coach's warranty and could not be repaired, instead, extending to her a 40% off discount on a new item.    As a further accommodation to [redacted], as a long-standing customer, Coach is willing to convert her 40% discount into a Coach Merchandise Card for $70.00. She may contact our Coach Customer Service at ###-###-#### Monday - Friday 8:00am – 11:00pm EST. Saturday 9:00 - 7:00pm EST. Sunday 11:00am - 7:00pm EST to accept this offer referenced under [redacted]. Once confirmed, Customer Service will mail the merchandise card to [redacted]’s address.     We hope to welcome [redacted] into our stores again the future.

Dear Sirs,  We are sorry to hear about [redacted] recent experience with the delivery of her bag. 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] Coach merchandise credit for...

the purchase price of $417.00, since her same bag (Embossed Croc Gramercy Satchel in milk) was no longer available to replace. Our records show [redacted] package was delivered on Monday, 12/**/2015 at 1:56 P.M, and left at the front door. [redacted] is Coach’s preferred delivery carrier and we do ship our package(s) via insured and traceable means. However, due to the time frame (30 days) Coach is unable to confirm the delivery with [redacted]. Coach has not received compensation for this package transported via [redacted]. We invite [redacted] to contact our Customer Service Department at ###-###-####, for a similar replacement bag. Coach would provide [redacted] the Embossed Croc Gramercy Satchel in birch (cream grey color). This accommodation has been noted on [redacted] account with Coach, reference order # [redacted]. 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:

They have made their case.  Their is NO RESOLUTION in this case.  Please mark it as such.  Please take the tensile strength of the material/polymer used in the construction of this particular purse. Then using the pressure created by corner folds, a simple physics calculation will show that the initial break down of purse with normal use should occur within two months.  It is a manufacturing defect.  It was incorrectly created/constructed.  Normal wear and tear occurs on the bottom of the bag not directly above the corners on three sides.  Normal wear and tear does not flake off.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]