Coach, Inc.

Review: I purchased a backpack for my daughter and she only had it a year and the backpack started to come apart. When to the local Coach store to have them send it back in for repairs and received a letter in the mail stating that they could not repair it and they was keeping the item and mailed me a gift card for $ 87.41 which is an insult to me since I paid $ 150 plus tax for the backpack. I am not able to locate my receipt and they are telling me that they cant pull up my receipt which is crazy because every time you purchase something from them they ask for your name and phone number and all that information prints out on your receipt.Desired Settlement: I would like the full values of what I paid for the backpack. I buy expensive items thinking they are going to last and so I don't mind spending extra money for things and I like my child to have the finer things in life.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint about her recent repair request with Coach. As you know, Coach products are made to

ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods.

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.

Since we do offer a one-year warranty, we offered [redacted] a Coach Merchandise Card towards a replacement item. The credit offered is the current exchange value plus the applicable tax of the product ($87.14) that was submitted to our Repairs Department. We are sorry [redacted] is not satisfied with the credit amount, but we are reimbursing the current value for the product.

Our records show [redacted] contacted our Customer Service Department on 9/**/2014 and spoke with a Customer Service Representative. At that time, [redacted] was advised we would be happy to honor her purchase price with her proof of purchase. For consumer protection and security reasons we would not keep consumer receipts on record.

Our investigation confirmed [redacted] paid $104.30, plus applicable tax, for the Daisy Signature Backpack. We would be happy to honor the price difference (current value vs. [redacted]'s purchase price) and send [redacted] a new Coach Merchandise Card in the amount of $25.17, tax included. Delivery can be expected within 7-10 days via UPPS Mail.

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.

Consumer

Response:

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,

Review: I placed an order for a flower bracelet, when sale price hit. I had previously purchased the ring (Your order number is [redacted]), Apr **, and confirmation shipped on Apr **, 2014. After order [redacted] was place said due to high volume it can take 2hr to show. Days later it stated order was pending,( screen shot taken). Later on the order disappeared from the screen with no trace to be found.

I waited to see order again several days later and it was displayed pending, so I left it. I assumed it was on back order, because I have still yet to received any confirmation about this order, but what was on screen when I log into my account. No trace of this order at all, but yet I received all confirmations on the ring, and the order taken after that placed on May **, 2014 Your order number is [redacted], and shipped on May **, 2014.

Received all emails, prior to ordering bracelet order and orders after, but nothing on the Flower bracelet that is missing to this date. I called coach, they informed me to write by going on the website, I did May **, 2014 I received acknowledge from coach about my order still saying pending, they informed me to call in. I did Coach, for a while could not find my order at all, there was no trace of my order taking place, they said. Then I received an email from [redacted], with a tracking number telling me my bracelet was delivered back in March, with was the wrong order, I informed them incorrect information provided.

Coach and I, have been going back and fourth for about 10-15 emailr from May **-**, 2014. Coach informed me to call an 800 number to start a UPS claim. I emailed them on the ** May, 2014 to do so. I emailed them to go ahead, because this had been a stressful time dealing with coach back and fourth with all the run around. I have a [redacted], and stress makes [redacted]. So, I was trying to do it via email, because they had been giving me a very, very hard time.

When you send coach an email, they write you right back within the same day, viewing emails and it seems within 10mins or less. After a while on the ** of May, they refuse to reply back to me at all unless I called them. I wanted my emails to be my record. I count on my confirmations from coach to see if I am going to be home, since I spend most of my time at the hospital but still nothing. We started the investigation myself and [redacted] on May **, 2014, which again I didn't understand why I had to call, when all coach did was put me on hold and I heard nothing at all until she was done with UPS. So, I didn't need to call in, and they could have started it on the ** May, 2014. I looked up the tracer and noticed it said it made a delivery, so I ran to the door only to see nothing. I called [redacted] back, she stated " That's just the tracer started".

Called Coach on the [redacted] of May,2014 [redacted] put me on hold for a while, then [redacted] from consumers affairs told me it can take a while. 5-8 business days to get the claim started. I looked into account again the order is still in processing or pending mode as of May [redacted], 2014.

May **, I called UPS to see what is the status, [redacted] informed me that "UPS claim was closed and that they paid Coach ** May, 2014 for my lost bracelet. I then called Coach, around 1005 AM, and asked when will my order come out, I spoke to Author who had me on hold for a very long time, but before that I informed him to contact UPS, I have the name and number who I spoke to. Author came back almost 20 mins later and told me they will not be sending me anything, because I have had this problem in the past and that when placing my orders I should select signature required. He was informed that this is not an option on the outlet sight that I have seen, and that its their fault as well, my order still saying it's processing or pending (screen shot taken). I don't have proof that my bracelet was send to me at all. this order is no where to have any confirmations send via email or that it was completed as of today. I have proof of that. I called again to speak to a supervisor with [redacted] and [redacted], in which a supervisor was not available to speak to. This is a fact, I have been Coaches highest client In the Hampton road for years. I have not been able to get out much, with the exception of the hospital due to sever medical trauma since 2012. I have to do a lot from the internet now, which is something I don't like to do. Everyone who knows me knows, that's all I wear is coach, shoes, purses and jewelry, with the exception of Burberry.

[redacted] told me to put a claim through my bank to get the money back of 130.00 dollars, in which I used my gift cards to do so. I want my bracelet, I don't want the money back. I wanted the set and that's what I paid for. The only person who received packages that day, that I am aware of is [redacted], we are not separated, look on the satellite we are a few steps away, with no steps, no nothing. I have had plenty of packages delivered to my door that was not mine and I have be either the Postal Clerk, or the UPS worker.

A while ago, I placed an order, and some of the order was cancelled due to not being in. Coach never notified me at all, I had to call them, because they over charged me and If I didn't have my email as proof, within only a few days they changed the price of the purse, so they had to refund me, because they charged shipping, when my order was shipping free. I then requested an email to send to me to show the items were out. Their website, has been in errors, because I was trying to place an order and they confirmed they were having issues.Desired Settlement: I want my bracelet, I can't help if something doesn't show, Coach, had the problem in the first places with order still showing pending, like my new order that the email went out saying it's shipped, but the screen shot and Coach system says it's still pending. UPS, if errors are made, I can't control the rush they are doing to get away from homes. No door bells being rang to see if someone is home, they just drop and run. People come through our neighborhood who don't belong here at all, all the time,. Teens running on top of the roofs over here and they don't live here. Trying to break into homes. I have no control of that, no can I say who watches our places to see who's home or not and yes you can tell.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint. 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. Therefore, we are very sorry to hear of the complications [redacted] experienced with her recent Coach purchase.

As requested by [redacted], we have sent a replacement bracelet of the same color and style to her home address. She should receive this bracelet in 3-5 business days. While we are happy to assist [redacted] with such matters, our records indicate that [redacted] has already receive a replacement accommodation for a previous order. As such, [redacted] should note that this will be the final replacement order accommodation that she can receive for this order and future orders.

We thank [redacted] for her continued patronage, and look forward to welcoming her into our stores in the future.

Kind regards,

Consumer

Response:

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:

[While, I may have received my new bracelet the other day. As for as any other purchase u send with UPS, I feel that you shud us the Federal Post Office, where they have to find my package or risk a lot. Due to employees caught stealing. UPS just says Put a claim on it, as we don't look for missing packages. I order new items, and received displayed items from Coach, or a shoe that is a mismatch(different all together). Shoes ordered as 7 and on box, but shoe in box 81/2 and didn't catch till it was so late. I have allowed Coach to view such actions sent by Coach online. Claim to takes much pride in their business? I requested an update of my account on the website, which still shows no proof of EVER sending my first Flower bracelet, still not fixed to this date. I will do my best never to order online if possible Ever again, and as a business if anything else is ever missing, and you has Failed to follow all proper procedures to ensure I have my product ordered. We will just take it up in Courts, and a lawsuit will follow. final reply on this matter. Your customer service is very rude and recorded for further action that may ever have to come.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Sirs,

We thank [redacted] for bringing this information to our attention. We assure [redacted] that we take the concerns of our customers very seriously, and we are sorry she feels we fell short of her expectations. If [redacted] experiences any issues in the future, we ask her to contact customer service immediately at ###-###-#### for immediate assistance.

Kind regards,

Consumer

Response:

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. But to add to the insult of Coach pretending they knew nothing and how they were treating me, and the notes they made to treat me like a crook. Coach can just hit purchases and take it all the back of all orders from retail Coach and outlet Coach. The problem still has not change with them adding on the right for someone to chose to get things signed for. The retail store offers this, but not the outlet to prevent lost of value items over 75 dollars or more. Attached are copies for proof that things were brought to someone's attention and no one could find my order. So, Coach knew.

Sincerely,

Review: back in 2012, I went to coach store to have a look and I wasnt planning to buy anything. The sales woman told me that they have a life time warranty on their product and if I buy something it is a wise investment as I wont have to worry about replacing it. So, iI bought a coach hand bag and wallet for my wife back in 2012. Unfortunately, The leather on the wallet started to peel off and the stitching the hand bag handles start coming off.

I went to the store where I bought them to get them repaired or replaced. The manager refused to honor the warranty and stated that they changed their life time warranty to one year.

I bought my wallet and hand bag before the change of policy so I'm entitled for either repair or replacing my things without extra cost.

Unfortunately, I dont have a proof of purchase but I'f I give them my card number they should be able to locate it.Desired Settlement: I paid Approximately $130 for the handbag and $90 for the wallet. I need either a exchange or money back

Business

Response:

Dear Sirs, We are in receipt of [redacted] Revdex.com complaint about her bag and wallet. 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. We apologized to [redacted] for any miscommunication she may have received via word of mouth. In light of previous customer experiences, we decided to clarify the language on our website (Coach.com and [redacted]) and in Coach stores. We found the language “natural life of a product” did cause confusion with some customers since it did not mean forever but, rather, the natural life expectancy of a handbag. Effective Sept. [redacted] 2014, Coach clarified the language under our product warranty and repair policy. Coach warranty and repair policy states the following (emphasis added): Coach products are handcrafted from the finest materials to ensure satisfaction and service. We offer a one year warranty on our handbags, briefcases and small leather goods. For any manufacturing defects within this warranty time frame, repairs are on us. Beyond the warranty period, we offer repair services at set fees. We invite [redacted] to send her bag and wallet to Coach for a repair assessment. We recommend shipping by insured traceable means, such as [redacted] or insured mail. Please send to: COACH [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.

Review: My husband bought me a Coach watch from Macy’s for my anniversary on 6-**-13. It stopped working and the hands would swing loose inside the watch. It was under warranty so I called Coach.

I was told to send my watch to Movado Group and it was under warranty and would be fixed.

Movado wanted $115.00 to fix the watch since I didn’t have my original sales receipt.

I contacted Coach at ###-###-#### [redacted]

She said to send the watch to her and she would send me a replacement watch. Movado mailed the watch directly to her. After several emails Joanne could not locate the watch that Movado sent to her attention. She said to avoid further delay she would send me the new watch, I emailed her a picture of my watch front and back.

On 1-14 I received the watch and sent the following email to Joanne…

Hello Joanne,

I just received my watch today. As I don't want to seem ungrateful for all of your help, but this watch that I received is totally unacceptable to me.

First... it is not the same watch or even equal.

My original watch had the crystals around the face of the watch, this one is completely plain.

Second this watch appears to be 'used' as there is no peel coat on the back of the watch and the back has several scratches.

Third, the tag for this watch is $178, my original watch was $199.

And finally last, and MOST important to me, my original watch did not have an inside band with juvenile colors on it!!!!! That is something I would not be caught dead wearing, it is completely something a pre-teen would wear, not a woman of my age!

Please tell me that I can send this back and get an appropriate replacement, I know you kindly shipped this off to me prior to seeing my watch, and I do appreciate the timely service, but I CAN NOT accept this as a replacement. I would appreciate it if you could give me a call at work again my number is ###-###-####.

Thank you,

She called me right away and apologized and said, she had put in an order for my exact watch to be sent and it was an error on their part. She said to send the incorrect watch to her and she would make sure the correct replacement watch was sent to me.

On Friday 1-**-2014 I received a Coach gift card for the value of $94.34. This is unacceptable and I want my same watch replaced like Joanne from Coach promised me!Desired Settlement: A replacement watch just like the one that I returned, like [redacted]at Coach promised she would send to me.

Consumer

Response:

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,

Review: order website: Coach factory( coach outlet) online

order number: #[redacted]

Order date: June *,2014

Order is placed by gift card( gift card number [redacted]), the amount of purchase is $445.12.

I bought a lot of coach products as my family and many of my friends are coach fan.

Coach has limited purchasing policy, each customer can't buy to many products.

This order I placed was canceled according to their policy. I am ok with this, I admire their policy.

However, they did not proceed the refund of this order. I contact them several times, and they refuse to do the refund of this order.( I have all the contact emails between coach and me, I can provide the information)Desired Settlement: Refund the money($445.12) either by check to the address when I placed the order.

or refund back to the gift card.

Business

Response:

Dear Sirs,

Coach has determined that this is a Loss Prevention matter. Coach will not provide goods to [redacted] for loss prevention reasons. The gift

card number [redacted] was originally issued to a different name and address.

Coach has reissued the gift card to the address on file. [redacted] can expect delivery in 5-7 days via [redacted].

We consider this matter closed.

Review: I have been a loyal customer with coachfactory.com for several years. I purchase items for family and friends, and recently had to return some items. The minute the items were returned, I was blocked from their website. I have never had this problem, but can see that it is almost retaliatory on their end because I made some returns. All the Coach items that were returned were returned were in the exact condition as they were sent to me - they were brand new in their packages. They were only returned due to style and one was flawed. I am unable to visit a store (I am older) and I do not think it is fair that Coach allows you to purchase items - high priced items, but gets upset if you have to return anything. In addition to this, the 4 packages that were sent in to be returned have yet to be processed. Several weeks have passed and I have yet to be credited for all 4 packages. When I went to the post office to mail the packages, I found out that Coach only allows insurance up to $200.00 for each package, which barely covers the cost of one purse. If I had known this, I would have separated the packages, but it was too late since I was already at the post office. I requested that the packages be signed for, but have only seen the refunds of two packages, the ones that had the smaller dollar amount items in them. The more expensive purses have yet to be credited. I absolutely love Coach products, but these business practices seem shady. A reputable company would never do such things and I cannot understand why they allow it now. I have been a good paying customer all this time, purchased so many items for friends and family that have been sent all over, and now am blocked because of some returns, and too, to face such issues with the returns. Coach, these are not good business practices at all!Desired Settlement: I would like to be given access back to the site (goodness knows I spend enough money there and unfortunately cannot visit a store), and I would also like my full refunds. I have all my receipts for what I sent back, the weight of each package verifies that they were returned, I know who signed for them, so now I would simply like my refunds. The dollar amount in question is roughly $800.00 because they were all expensive purses. If they are lost, the insurance will only cover $200.00.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint. 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. Therefore, we are very sorry to hear that [redacted]’ feels we fell short of those goals.

I have looked into this matter, and our records indicate that [redacted]’s account is still valid on CoachFactory.com. Coach recently decreased the frequency of online events, as well as the number of customers who are invited to shop each event. We are sorry that [redacted] was not included in our recent sales. Registering her information does not guarantee access to every future event; however, it does ensure that she will have been entered for a chance to receive an invitation, as well as receive store communications.

I have also confirmed that all of the merchandise returns submitted by [redacted] in 2013 were processed and fully refunded.

In light of the foregoing, we consider this matter closed. We look forward to assisting [redacted] the future.

Kind regards,

Consumer

Response:

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:

Sadly, my complaint has not been resolved. Re: the access to online sales. I just recently received access to an online sale, my first since I returned the items. I truly do not believe this is because Coach reduced the number of people accessing the site, I was a good customer making purchases for the past few years with no trouble at all. I was only locked out when I returned several items - and it was an instantaneous lock out at that. In any event, I thank you for allowing me back into the sales and look forward to possibly purchasing with you again once this matter is resolved.

As for my returns, I returned 4 packages and I have not been credited for all the items, being short a dollar amount of almost $800.00. I asked that all packages be signed for, and I have all the tracking information showing that they were delivered. I also insured the packages, but found that Coach only allows insurance of up to $200.00 per package - which is not fair because only one of the purses cost that much. One of my packages had several purses it in totaling around $700.00. I did not know at the time I could not insure the package for this amount. Had I known I would have separated the items . It is this package that I have not received credit for. I have all the paperwork for what I sent back, I have the shipping weights to prove the items were in the box, I have the tracking information that they were delivered, but I never received the credit. I have all the paperwork and will gladly send it to you upon your request.

I have always had a great admiration for your company, and hope to have it again some day. Truthfully I did not like being locked out of the online sales simply because I made some returns after years of shopping, and I do not like that the valuable purses that had to be sent back appear to be lost now... and I can only claim a small dollar amount of insurance. This may be a coincidence, but you have to understand how it looks on my end. It appears slightly shady, and that Coach is no longer upholding the ethics of good business practices as they did in the past. I hope you prove me wrong by correcting this matter.

Thank you for your time,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’ Revdex.com claim about CoachOutlet.com and returns.

Our website Coachoutlet.com explains our membership policy. There is no regular cadence for Coach Outlet Online events and we do not guarantee there will be future events. We apologize if [redacted]’ did not find this language to be clear, or if we did not do enough to highlight this policy. Invitees are chosen at random.

The accounts under [redacted] and [redacted] are valid accounts registered on Coachoutlet.com. For security reasons Coach does not have access to [redacted]’ personal password. Should [redacted]’ need assistance with resetting her password, we invite her to contact our Customer Service Department at ###-###-####; Monday - Friday 8:00am – 11:00pm EST. Saturday 9:00 - 7:00pm EST. Sunday 11:00am - 7:00pm EST.

Regarding [redacted]’ tracking numbers, we have investigated this matter and found the following information:

1 - Tracking Number: [redacted]. USPS does not show this package was delivered to Coach for return. Details provided via USPS: Your item departed our USPS facility in [redacted] on June **, 2014 at 5:54 pm. The item is currently in transit to the destination.

2 - Tracking Number: [redacted]. USPS delivered this package to Coach on Tuesday, July *, 2014. Our records show the following returns were completed on 7/**/2014:

Order number [redacted], including items [redacted], F96826, F99734. A refund for $206.28 was applied to [redacted]’ [redacted] account. [redacted] confirmed this refund was completed on 07/**/2014.

Order number [redacted], including items [redacted], F96826, F96855. A refund for $139.32 was applied to [redacted]’ [redacted] account. [redacted] confirmed this refund was completed on 7/**/2014.

Order [redacted], including items F82867, F96350. A refund for $96.77 was applied to [redacted]’ [redacted] account. [redacted] confirmed this refund was completed on 7/**/2014.

The total dollar amount returned was $442.37.

3 - Tracking Number: [redacted]. USPS delivered this package to Coach on Wednesday, July *, 2014. Our records show the following returns were completed on 7/**/2014:

Order number [redacted], including item F255**. A refund for $231.98 was applied to [redacted]’ Visa account ending in -[redacted].

Order V4[redacted], including items F24607 and F24742. A refund for $218.70 was applied to [redacted]’ [redacted] account. [redacted] confirmed this refund was completed on 7/**/2014.

The total dollar amount returned was $450.68.

4 - Tracking Number: [redacted]. USPS does not show this package was delivered to Coach for return. Details provided via USPS: Your item departed our USPS facility in [redacted] on June **, 2014 at 5:54 pm. The item is currently in transit to the destination.

Regarding [redacted]’ items missing, we have investigated this matter and found the following items were not returned in tracking numbers [redacted] or [redacted]:

[redacted] qty 1: LEG PIN PL R L HALEY; SV/ONY $201.75

[redacted] qty 1: AVY LTH SATC;SILVER/BLK $87.00

F51111 qty 1 (from 2) : CMB SIG LRG WRST;B4/KHA/MAH $32.35

[redacted] qty 1: LEG PIN PL R L HALEY;SV/ONY $2**.00

[redacted] qty 1: AVY LTH SATCH;SILVER/BLK $105.00

From our investigation we recommend that [redacted]’ contact her Rocky River Postal Store for claim procedures regarding tracking number [redacted] and [redacted].

We hope this response addresses [redacted]’ concerns. We value [redacted]’ business, and we hope that she decides to shop with us again in the future.

Chairman’s Office Customer Support

C O A C H

Consumer

Response:

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:

Thank you for your response but I disagree with what was said. Firstly, I have not been given access to any Coach Factory sale but one since this started. I ask again is the site closed? You appear to be dodging the question as you have yet to answer it. Or is it just closed for me since this is the message I keep receiving. I understand that I may not always be invited, but I am no longer invited at all. My email is still incorrect (my updated information was removed) so I am using an old email address to log in. I would very much like my information updated, and hope to be allowed to purchase online again, if the site is open (again, currently I see that the site is closed and has been for several weeks now). I will ask another specific question as this too has not been addressed. Will my information be updated soon? Also, how often are your clients able to access your site? Is it once, twice, five times? I am curious as to how you track who you allow to access your site so I would like to know how you invite people to your sales. Is it by alphabet? Is it a rotation? Either way I should have received an invite by now. I am sorry to keep on this, but this whole situation seems very odd to me and I feel as though you are keeping me out intentionally (especially since this began with my returns). This may not be the case, but it certainly appears that way to me.

As for the packages, I contacted my local post office and was told that the packages were delivered. I will contact them again to confirm and once I receive that confirmation I will send it to you. Please allow me a few days to accomplish this.

As for the items that you claim were not in the packages, I disagree. I listed all the items that were packed in each box and the weight of the boxes confirms that they were packed.

I do not know what happened on your end, but these items were sent back. If you want, I will list all the shipping weights for each item so you can see that all the items that I listed were in these packages. I am not trying to cheat anyone, I simply want my returns, returned. I spend thousands of dollars at Coach, purchasing items for family members and friends and never dreamed I would have such trouble returning these items. I do not want to appear to be harsh, I simply want the credit that is due me, and access to a sale now and again. Is this asking too much from Coach?

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a coach patent leather bag at full price($300)from the Coach Store in Century City. I don't use my bag regularly but when I do bring it out and use it I am very careful. I have maintained and kept this bag in great condition. Despite my carefulness the product was not manufactured properly and therefore it is peeling! The bag looks tacky and cheap which is not what I purchased. The company says it stands behind it's products but I have never seen a bag do such a thing. I don't appreciate being told they can not correct the problem and would like to offer me a 40% off coupon why would they think I am interested in purchasing another product after having this experience with their full price bag?Desired Settlement: If they are not able to repair the bag they should return the money I paid for it.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint. 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. Therefore, we are very sorry to hear that [redacted] was dissatisfied with her recent Coach experience, and we hope to find an amicable solution.

Indeed the Coach guarantee states the following (emphasis added):

Coach products are made to ensure satisfaction and service for the natural life ?of the product. If, during its lifetime, your item should require repair, we offer a repair service for many of our products.

As such, where possible, our expert craftsmen will attempt to repair any bag if needed due to defective materials or manufacturing, and not due to the normal wear and tear experienced over time. The "natural life of the product" does not mean forever but, rather, the natural life expectancy of a handbag, taking into account the extent of usage made of the bag.

According to our notes, [redacted] purchased her bag on September **, 2009, and the damage to her bag resulted not from defective manufacturing but normal wear and tear after years of usage. Damage attributable to normal wear and tear is not covered by our guarantee, and Coach informed [redacted] of our policy and extended to her a 40% off discount on a new item.

However, as a further one-time accommodation to [redacted] as a valued customer, we have mailed to her a $100.00 merchandise credit in place of the 40% discount she was previously offered.

The Coach merchandise card is accepted for purchases at any Coach Retail store in the U.S., Coach Factory Outlet Stores, online at Coach.com, mail order and over the phone.

We sincerely apologize for the inconvenience, and we look forward to assisting [redacted] in the future.

Kind regards,

Consumer

Response:

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:

Firstly, 40% of a $300 (before tax) bag I purchased is not $100. I apologize that I didn't know the purchase date and put in a random date to complete the form. I am happy that Coach does have a clear record my purchase.

The workmanship of the bag is clearly defective. This bag folds over so if it was in fact wear and tear the damage would be on BOTH sides of the bag.

You can not just bend one side of this bag.

Bottom line is that I find it offensive that you took over $300 of my hard earned money for this bag and didn't put the same hard work in making sure it would not peel like a subpar handbag.

Coach is stating the defective workmanship is wear and tear. If it were wear and tear other bags would experience this damage and I was informed by Coach that to date no one else had reported this problem for this bag.

Credit for another Coach product is not appropriate. Although I have been a loyal customer of this company I no longer have any interest in any of their products.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Sirs,

As stated in previous responses, we are unable to provide details for the resolution to this matter until we receive the requested information from [redacted] which will allow us to further our research. We look forward to receiving the requested information from [redacted].

Kind regards,

Consumer

Response:

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:

Dear Sirs,

As stated in previous responses, I am unable to provide details requested for this matter until I receive the protocol and resolution information regarding defective material and workmanship requested from Coach.

I look forward to receiving the requested information from Coach.

Kind regards,

Review: I received a Coach purse as a gift from my husband. I chose to return the item to a local Coach store location in [redacted], Mn. The item was returned for the retail value of $898 plus tax. I chose to get a different item that was $698 plus tax and was issued a store credit for the difference. I decided that the item that I exchanged it for wasn't big enough and went to another Coach location in the [redacted], Mn location and exchanged it for a bigger item and a wallet and was going to use the merchandise credit to pay for the remaining balance due. The merchandise credit was declining when I was trying to use it. The sales associate called the customer service line and was directed that I needed to speak with a [redacted] in the corporate office. I called and left her a message and the next day she returned my call. She stated that I needed to provide proof of purchase of the item that was returned and if I could not provide the proof of purchase she was not able to reactivate the merchandise credit. I explained to her that it was a gift from my husband he had told me that he paid cash for it when he was in Las Vegas and didn't have the receipt. The stores policy is that a receipt is not needed to do a return and that it had already been returned and I didn't understand why I needed to provide a proof of purchase. I had two additional conversations with her reiterating that the item was a gift from my husband we don't have the receipt the original merchandise was already accepted at the store and I was issued a new item along with the merchandise credit. I spoke with her today and she informed me that they were able to track back the purchase my husband had bought it on line under my maiden name and paid a different amount that was less than the retail value that I was given and that technically I owed Coach $400+. I told her that I had no idea and that at the time of the return I was not aware of this. I asked on two separate conversations for the original item back and she said that they can't get me the original item I returned back. I said then you need to reactivate the merchandise credit because I gave you $898 of retail valued produce and have currently $698 in retail product. I should either get the original item back or the merchandise credit reactivated. She refused to do either and told me that there is nothing that can be done. I feel that the company has not honored their return policy that a receipt is not required for a return.Desired Settlement: I either want the item that I originally returned that was valued at $898 or the merchandise credit that was issued reactivated for use in a Coach location.

Business

Response:

Dear Sirs,

Review: I received a Coach Purse as a Christmas present in December of 2013, by October of 2014 the leather is wearing faster than any leather purse I have ever owned. The Coach Store in [redacted] sent it out for repair. Weeks later they send it back saying it's "normal" wear. I am a construction worker and basically use the purse twice a week at most. I wasted more money on their Leather Moisturizer and it's still wearing and flaking off. I called customer service again today March [redacted], 2015 and they keep saying there is nothing they can do. Now some of the stitches are unraveling and I don't even want to send it back to have it fixed because chances are they are going to have it for another six weeks to send it back saying it's normal wear. I am 100% dissatisfied with their products and customer service. I would expect this wear from a discount bag made out of pleather, not a self proclaimed "Modern Luxury" brand. I have had leather boots and coats last a lot longer with a lot more use and can't understand why Coach doesn't acknowledge that this purse shouldn't look the way it does so soon with such little use.Desired Settlement: I would prefer a refund, I have two of the same bags,different colors, one I actually never use because I am afraid of it wearing like the first one. I have a receipt for one of the bags, the other was a gift and I am not sure if I would be able to find the receipt. If the one bag is deemed defective I would be happy with an exchange in hopes of having better quality leather.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her bag. As you know, Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. For any manufacturing defects within this time frame, repairs are on us. Our records indicate we offered to evaluated [redacted]’s Madison Maggie Shoulder bag, reviewing the stitching and leather flaking. Since we must consider these evaluations on a case-by-case basis, we invite [redacted] to send her bag back to Coach for this new evaluation. As a courtesy, we will email [redacted] a return label. A Coach Merchandise Credit will be issue if the bag is defective and still under warranty. [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.

Consumer

Response:

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 have already sent the purse back to Coach for evaluation in October 2014, while it was under warranty, they claimed it was "normal" wear. I have conditioned the leather as instructed and the problem persists. The purse is now out of their warranty limits according to the above message. I feel that sending it back will get me nowhere as it did in the past. I was told when I called Coach Inc., I could send it back but if the leather is flaking it is not considered fixable. I do not feel that the process would help my situation. The leather is continuing to flake off near the seams as well as on the top of the purse where the leather is not in contact with anything. The quality is unacceptable, I have owned various leather items including, coats, shoes, and other less expensive brand purses, and have never experienced problems as stated above.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Sirs, Coach Merchandise (Store) Credit is a card, (like a gift card) that can be used toward the purchase at any Coach Retail store in the U.S., Coach Outlet Store and online at Coach.com. The amount issued on a Coach Merchandise Credit will be for the exchange value of the Coach item(s). The original item(s) would not be returned back to the customer. Again, we are sorry to hear that [redacted] is unhappy. We have noted her request to exchange the Madison Maggie Shoulder bag for a similar replacement. Coach has given [redacted] an option to address her complaint. We value her business, and we hope to welcome her into our stores again in the future.

Consumer

Response:

I would like to send the item back for store credit for a similar item to resolve this issue. Can Coach provide me with a return label and instructions on what I need to do? Or can I have the Coach retail store send it back?

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,

Review: I took my coach purse into the Tacoma mall to have it repaired. They offered to send it in at no cost to me to be repaired. They told me that if it could not be repaired, they would replace it. So they sent it to me with a letter saying they couldn't repair it but I could purchase an item at 40% off. I called customer service as they suggested in the letter and talked to a gentleman, which told me they would not replace it. I told him it was poor business to be telling people two different things, and I wouldn't be able to purchase another item from them because of this. I also contacted, through the website a chat, telling them about the problem. They didn't leave a space for me to keep chatting with them. They cut it off twice.Desired Settlement: A similar purse. Thanks.

Consumer

Response:

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,

Review: I purchased a pair of shoes (Catrin flat in 9.5) from Coach Inc from their company website. When I received the shoes I notice that the back of left shoe was rubbing against my left it causing my ankle pain. The right shoe was fine, no rubbing or irritation from the shoe. I wore the shoe one time, so I was told by the retail store that Customer Service would be able to help and that the Coach store does not accept shoes that have been worn. I called the store and they told me to talk with Customer Service they may be able to assist me. I shipped the shoes back to Coach Inc in [redacted] paying for my own shipping costs. One week went by, I emailed customer service and they said it may take 2 weeks to process the return or exchange. Two weeks went by and I emailed customer service, questioning did they receive the defective product. Customer service told me I could not get a refund or exchange on the pair of shoes that cost me $149.

I called customer service and the women said we cannot sale a shoe that has been worn, I tried to explain how one shoe was causing my heel pain, but she didn't care all she said was, "We cannot sale worn merchandise." Customer service didn't offer me an exchange when I explained the fit of the shoe caused my foot pain. I was shocked because I was talking to customer service, not a retail store. I thought thy would be more understanding to a customer and offer some type of solution. I know that every retailer has a return and exchange policy and it was not clear in the online shipment details that "All Merchandise that is worn is final sale, no refund or exchanges. There is a section that clearly states that you cannot return slightly worn items to the store. However, returning to Coach Online warehouse it was not clearly state that they do not accept used and/or defective merchandise.

The customer service women said that Coach would return the shoes to me. I didn't receive an email saying that they was going to send me the shoes. I didn't get a tracking number or anything. No Communication. I come home to find a box that has the shoes I bought in it. I've never seen such poor customer service from a brand that consider themselves to be a luxury brand. I shop at [redacted] and more and have never felt such disrespect. They didn't offer a discount on another shoe or anything because they don't value their customers.

It was obvious when I sent the shoes back that they were not suitable for my feet, as I explained it rubbed my left foot causing redness and pain, why would you return the shoes to me without any communication? I'm calling and emailing customer service trying to purchase maybe another shoe. After the lack of service from Coach, I returned a $166 Coach bag on sale I bought off line this Tuesday because I do not want to spend my money at a business who does not value their customers. I will not be purchasing any item from Coach ever again.

It is evident that they are more focused on sales that keeping a customer that has been buying Coach hand bags and shoes for 10 years or more. I have a pair of shoes for $149 that are defective..one shoe hurts and the other one doesn't.Desired Settlement: It is my hope I can get a refund on these defective shoes. I hope Coach can one day have a Customer Service department that values their customer and not treat them like they're " just a sale". Sales people worry about sales. Customer Service was created to deal with customer issues and try to resolve the issue. Coach did nothing.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]'s complaint. 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. Therefore, we are very sorry to hear [redacted] feels we fell short of those goals.

I have looked into this matter, and it appears [redacted] contacted our customer service department on June [redacted] seeking to return the Catrin flats because she ordered the wrong size. In this email, [redacted] confirmed that she wore the shoes and they were uncomfortable due to being the wrong size for her feet. Our return policy remains that we can only process refunds and exchanges for new and unworn merchandise, unless the merchandise is found to be defective. Since [redacted]'s shoes were not found to be defective and the shoes were worn, we are unable to process a refund or exchange.

However, as a one time accommodation to [redacted] as a loyal Coach customer, we can offer merchandise credit for the full price she paid for the shoes. If [redacted] would like to receive this credit, I kindly ask that she contact me directly at [email protected] to confirm, and I will process her request immediately.

We hope this provides [redacted] with some helpful options, and we hope to welcome her into our stores again in the future.

Kind regards,

Review: in 2012 I purchased a coach watched at ROSS DEPARTMENT STORE in SEATTLE why on vacation the watch cost 251.84 I was told there was warranty with this watch just send it to coach well the watch stop working and I took it to coach outlet and was sent off for repair I was told it would be 4b to 6 weeks well it turned into 2months I was told I had to pay for watch because it was not purchased at coach store well thats not the information I was given for a watch to cost that amount off money and told I need to fix it is crazy also spoke with ross and that told me they don't accept item back and its the company that made the product to honor item its been less than two years and I'm told the watch has to be overhauled this is wrong and something must be done to fix this watch. on my repair service report it states that repair fee waived this watch is less than two years old I have the box the tag and everything that came with purchasing this coach watch. I also have the receipt that validate when it was purchase liable coach is for there product and I will not let this rest it wrongDesired Settlement: I expect something to be done to resolve this matter this is a coach watch and coach needs to do something to fix there product

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint. We note that [redacted] purchased her watch from Ross, which is considered a third-party discount retailer. Unfortunately purchases from third-party discount retailers are considered final sale and are not covered by our product guarantees for repair.

We sincerely apologize for this inconvenience.

Kind regards,

Review: I placed one order of six handbags from www.coachfactory.com through the phone on December [redacted]. I have this order ship to my Canadian address, paid duty and shipping in advance. Several days later, I received two package at the same time, and each box has six handbags of my order, and my credit card was charged amount of 589.32USD TWICE, Obviously, my order was duplicated. So I called Customer Service, and one of the representative suggested me to bring the duplicated order to any coach store, the store would send the handbags to her, and she will proceed the refund. So I brought one box of six handbags to the nearest store, and a salesperson called the representative to confirm the case. Afterwards, the salesperson said COACH could accept the return, but only can refund in merchant credit, and coach would not responsible for the duty, tax, and shipping cost because they believed that I placed the duplicated order , and to have them ship that order twice to the same address. I don't mind accepting the merchant credit, but played me like an it was not acceptable. And the refund to the merchant credit is only 490 CAD, not mention the exchange rate, value only worth 460 USD. COACH made the mistake and I afford the expenditure.Desired Settlement: Load up the Merchant Credit Card to balanced of 589.32 USD

Business

Response:

Dear Sirs,

Review: Dear, [redacted] and Board Members:

On May *, 2013, I purchase a Coach Watch model number [redacted] / serial number [redacted]; due to one end of the strap being broken half way, I returned to the store and was greeted by Representative [redacted] to inform her of my dilemma and inquired of resolutions. [redacted] advise the watch has a 2 year warranty and they will able to replace the watch but I need to have the warranty booklet, while speaking with [redacted] I informed her that I did not want the same watch and inquiry of store credit due to skin irritation and dread same problem will occur.

I informed [redacted], I will be returning once I had an opportunity to look for package, upon searching throughout my home I was unable to find the booklet, so I contacted the store via telephone and asked if my registration from [redacted] would be sufficient since I registered the product with the information taken from the warranty booklet, the representative was uncertain but recommend I bring documents.

I obtain a copy of my credit card statement and printed out [redacted] watch registration page and returned back to the store. Once again, I was greeted by [redacted] in which I showed her my E- Statement and my watch registration page from [redacted] informed me that she will not be able to replace my watch as initial discussed but offer to forward to [redacted] for repair, per our initial conversation I decline replacement watch and asked to have a store credit due to skin irritation and fear the same problem will occur.

I again, asked [redacted] if there were any other options, while standing there with silence she begin scanning a employee/procedure handbook manual, which I find to be a lack of competency. I politely asked for my documents and left the store with disappointment.

I have made several purchases from Coach Store and affiliates but now I am leery if I will remain a customer, I have also purchase items from other brands [redacted] and etc. and whenever I had a problem they just retrieve my information from their system and resolve matter immediately at their store.

I have never been more insulted by a company that lack customer services and employee empowerment. Initial, I was only seeking a store credit of my purchase but now I just want my purchase price of $124.43 back and $4.00 for parking fees for my two un-resolved visits.

Please advise of your decision.

Sincerely,

[redacted]Desired Settlement: Initial, I was only seeking a store credit of my purchase but now I just want my purchase price of $124.43 back and $4.00 for parking fees for my two un-resolved visits.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]' Revdex.com complaint. 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. Therefore, we are very sorry to hear that [redacted] feels we fell short of those goals.

As stated in the watch's warranty guide, [redacted]’s limited warranty protection only covers against the inside movement of the watch within the first two years and against flaking and peeling for three years from the date of purchase. Therefore the band would not be covered for replacement or refund under the warranty .

However, as a one time accommodation to [redacted], we can offer to replace her watch with one of comparable value. At this time, that is the only accommodation we can offer. Should [redacted] choose this offer, I kindly ask that she contact me directly at [redacted] for immediate assistance.

We hope this provides [redacted] with some options. We thank [redacted] for her loyal patronage and hope to welcome her into our stores again in the future.

Kind regards,

Consumer

Response:

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 feel by selecting another watch of comparable value will be similar ((i.e. band) to what I had purchase, if possible will the company be willing to provide me a store credit of the comparable value to apply towards a style of my choice or be willing to provide a discount towards the models listed below?

Sincerely,

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Sirs,

As requested by [redacted], we will provide [redacted] with a merchandise credit reflecting the amount she originally paid for her watch. [redacted] can use this credit towards the purchase of one of the newer watch styles listed in her response. In order for [redacted] to receive the merchandise credit, we kindly ask that she return her original watch to Coach by using the pre-paid label we have sent to her email address. Once we receive the watch, we will promptly apply ship the merchandise credit to [redacted].

We hope this helps to resolve this matter, and in light of the foregoing, we consider this matter closed. Should [redacted] have additional questions or need further assistance, I invite her to contact me directly at [redacted].

Kind regards,

Consumer

Response:

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. Please forward the prepaid shipping label.

Sincerely,

Review: I purchased a pair of Suglasses from the store at International Mall in Tampa, FL in January 2014. I noted suddenly that there where tiny defects on the lenses less than a month later. There had been no damage on my part to the glasses and they were kept in a case. The associate sent the glasses in to Luxotica in February as the glasses were under warranty and I was told new lenses would be placed. After a month + of waiting, I started initial calling (3 total without response from Luxotica per associateat store) to check on progress 3/**/2014. Finally on 3/**/2014, I was told that they could not replace lenses for 2 reasons- not a manufacturer issue and the style is not longer being made. I was, however; offered a 50% from Luxotica (not coach) for a new pair or they will "give back" my damaged pain of glasses. From my stand point, this is a he said she said situation. I did NOT damage my glasses and I was told I would receive new lenses in the current glasses.Desired Settlement: I would like a replacement pain of glasses from Coach as their vendor has not abided by the warranty guarantee and simply say I damaged the glasses, which I maintain, I did not.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint. 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. Therefore, we are very sorry to hear of the complications [redacted] experienced with her recent purchase.

As a one-time accommodation to [redacted], we can exchange [redacted]’s sunglasses for a new pair of the same style. Should [redacted] choose this option, she should ship her sunglasses, along with a copy of this correspondence, to the following address via insured and traceable means (such as UPS or FedEx):

Again, we sincerely apologize for the inconvenience. We thank [redacted] for her continued patronage, and look forward to welcoming her into our stores again in the future.

Kind regards,

Consumer

Response:

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,

Review: I returned a bag to Coach because I was unhappy with the quality of the bag. This is the second Coach bag I have owned, the first one literally fell apart and Coach would do nothing to assist me. The second bag which this complaint is referencing was a gift. When I received the bag, I was not overly happy with the quality of the bag, but it was a gift, so I struggled with returning it. I sent the bag back to Coach's return location in [redacted]. They contacted me back stating they would do nothing for me because the bag was worn. This is not accurate. Their customer service rep, [redacted], sent me an email saying she would personally inspect the bag and be in touch within a few days. I heard nothing, and today, found the bag in a box on my porch. Coach's lack of customer service is very disappointing. When you spend or your family member spends hundred of dollars on a bag, you want to LOVE it. When you attempt to return a product to them, they simply refuse to take it back and give the customer no options. They failed to communicate with me as promised and after I paid $20 to ship the bag to them to return it, all they did was send it right back to me.Desired Settlement: I wanted a refund of my money in exchange for a bag that was not worth the money spent $236.91 (that my mom paid for this bag, charged to my card and she gave me cash). I feel I have exhaused all opportunities to work with Coach and they have given me NOTHING but disappointment.

Business

Response:

Dear Sirs,

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. Therefore we are truly sorry to hear that [redacted] is disappointed with the service she received when attempting to return her Legacy Turnlock Tote.

[redacted]’ bag was examined by our team of expert craftsmen, and they determined that there were no quality issues or defects with bag; rather, [redacted]’ bag showed signed signs of usage. Per our return policy, Coach products may be returned for a refund if in new ?condition and accompanied by the original receipt. Unfortunately, [redacted]’ bag was not in new condition, so it cannot be returned for a full refund.

However, since we value [redacted]’ patronage, we’d like to extend a one-time accommodation for her to exchange her bag for an item of comparable value. Should [redacted] choose this option, she should send her bag, along with a copy of this correspondence and a description of the bag she’d like to receive, via insured, traceable means (such as UPS or FedEx) to the following address:

We hope this provides and helps to resolve this issue.

Kind regards,

Consumer

Response:

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,

Review: I tried to return a bag in a Coach retail store,the store ID is [redacted],located at Niagara Canada one,the Manager here tried to find any reasons to refuse to make a return to me,I think the manager([redacted]) here treated me unfairly,my receipt was in 60 days,and my bag was unusedDesired Settlement: I tried to return a bag in a Coach retail store,the store ID is [redacted],located at Niagara Canada one,the Manager here tried to find any reasons to refuse to make a return to me,I think the manager([redacted]) here treated me unfairly,my receipt was in 60 days,and my bag was unused,and I have no idea why they do that,I just want return the bag,Thank you!

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint about his recent return. We apologize to [redacted] for any upset or inconvenience that he may have experienced during this time but can assure him that our store clerks are highly trained in customer service and do their utmost to ensure that each Coach customer has a pleasant experience in our stores. It is our policy that returns be completed to us within 60 days of purchase in its original condition for a refund in the original form of payment or an exchange. New, unused, merchandise may be exchanged or returned (for a refund in the original form of payment) at a Coach Full Price or Coach Outlet store with original receipt. Our records indicate the return could not be completed because [redacted] did not have his original receipt. We invite [redacted] to return to the Coach store with his original store receipt and new merchandise.

Consumer

Response:

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.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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]

Ok,I will go to Canada One men's store this week,if the manager there accept my refund,I will revoke my complain.Thank you for your response.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Sir, We are in receipt of [redacted]’s Revdex.com complaint. [redacted] stated that he accepted Coach’s offer and revoked his original complaint.

Review: I had purchased a Coach purse from the Macy's Herald Square location in March 2013. This was my first Coach purchase and I bought it with the promise from my sales person that Coach sells quality products and has excellent customer service (would take care of any issues that may come up). I had truly believed that by spending a significant amount of money on a product, that I would receive excellent service in return. I was wrong. By September 2013, the strap on my Coach bag had essentially fallen apart. Since this was a detachable strap, I thought I could bring it to the Macy's Coach and that they could simply replace it for me, or that it could somehow be replaced. They had sent me to an actual Coach store ([redacted]). They couldn't help me there either at first (because I didn't have my original receipt). I was sent back to Macys. I had kept the tag with the return code on it, but they couldn't issue me a new receipt, just a confirmation of when I purchased my product. I was sent back to the Madison avenue location. They told me best they could do is waive the shipping, but they had to send my entire bag out for repair (just for a detachable strap). I was okay with this because they were helpful even though I lost my receipt.

After almost two months of waiting, I received my purse back with a letter saying that my repair was complete. When I inspected my purse, I noticed that nothing was done! There was a very obvious tear that was not fixed. I called Coach customer service immediately and I was told I had to ship my purse back and that it would take another 6-8 weeks! I was not happy because it was very obviously a mistake on Coach's end that my bag was not repaired and I expected that because of this error, my purse would take some priortiy. I asked to speak to a supervisor. The representative who helped me, [redacted], told me that because of this mistake Coach would replace my purse entirely if I shipped my purse back to them immediately. I was very pleased at this resolution and shipped my bag to Coach right away (with 2 day shipping). I was happy with this resolution.

A week later, I got a call from [redacted] and she told me she cannot offer my a new purse because they were given wrong repair instructions from the Madison avenue location. I was essentially lied to and again my expensive purse was not with me and with Coach. The only thing that was offered to me now was that I can wait another 2 months for a repair on this seemingly minor issue or get a very small reimbursement ($119 when I paid over $300 - which I am very sure Coach is aware of). I also had to supply proof of my purchase via a credit card statement (which I have since requested and have in my possession). However, the problem was still with a mistake made from COACH, and yet I am the one wasting time calling Coach, going to Coach locations, going to UPS, and dealing with unfriendly representatives (who apparently lie to me).

I was not happy with this solution, so I sent Coach an email asking for a better resolution. I heard nothing back (I was told I would get a response within 48 hours). I called another representative. I asked this representative how Coach can do the wrong stitching on my purse (which I consider damage to my property)? She told me "I don't know if you inspected your purse, but nothing was done to it". So, then Coach basically LIED to me about stitching being done? This is HIGHLY unacceptable for a reputable company that charges a high price tag for their products. She offered to replace my strap. This is all I wanted to begin with! She also offered my $50 store credit for my trouble (which I think is nice, but for the trouble I've gone through not satisfactory). She said the strap might not be exactly the same. That was an understatement.

A few days later, I received my purse. The strap I was sent was twice as long as the one for my model purse and a different type of leather. No store credit. How can this be a resolution? I've been lied to again?

I don't consider Coach's resolution to my problem satisfactory. I also don't expect a quality leather strap to tear within months of my purchase.Desired Settlement: I want either:

1) The same strap - not a completely different model/leather/length

2) A replacement of the exact same purse

Business

Response:

Dear Sirs,

Review: I placed order #: [redacted] online at Coach.com. I ordered 2 items for a total of $267.75. This is the amount that shows on my receipt. Unfortunately, Coach.com shipped this out making 2 charges instead, charging $109.97 and $157.78. I understand that this was done because you choose to ship 1 item from a store and another from your warehouse. Normally this would be fine, but I was taking advantage of a promotion that American Express was running (called AmEx Offers) that if I charged more than $250.00 on a single charge at Coach, they would give me a $50 credit to my credit card. This is exactly what I did, but because of the way that you processed this on the back-end, I am losing out on this credit. I called AmEx and they said that there is nothing that they can do as Coach needs to fix this. So, I called in to Coach and spoke with a representative who also said that there is nothing that she can do other than return the items. I do not want to return the items. What I want is Coach to charge this as shown on my receipt.Desired Settlement: The easiest way to fix this is to refund the $109.97 and the $157.78 charge and then immediately charge back the $267.75 charge. If you do this, everything will be fine. If you are unable to do this, please credit $50 back to my credit card as this is Coach's error that is causing my problem.

Consumer

Response:

I checked my credit card statement and they have issued the $50 credit.

I am therefore all set. Please close this complaint.

Thank You,

Review: I purchased a Coach bag on 01/**/13 for $383.06 from [redacted]. During the month of June 2014, the binding began to come off the shoulder strap. The company advertises a lifetime warranty with repair services so I took my bag to the Coach store at Perimeter Mall in Atlanta Ga. There they charged me $20.00 to cover shipping the item in for repair and returning the item back to me. At this time, the clerk there stated that if for some reason they could not repair the bag it would be returned to me immediately (first lie). They sent me a letter on 07/**/14 which I received on 07/**/14 that stated they could not repair my bag and they enclosed a $161.00 store credit gift card with the option of my accepting that or calling in to have my bag returned. I called in that same day 07/**/14 and requested my bag be shipped back to me. They stated they would email me a tracking number on 07/**/14. It is now 08/**/14 and I have no bag, no tracking, and cannot get the customer service staff to help me. I have tried every day since last 07/**/14 to contact them and get a tracking number. They refuse to provide one and they refuse to call me back after several promises to do so. At this point, they have stolen or lost my bag and the $20.00 I paid in shipping for this issue. Not to mention the fact that they have not stood by their warranty. They specifically state they repair binding on their site and would not repair mine. My main concern is I want my bag back in the condition I sent it in or I would like a full refund in the amount of $383.06 and not in store credit since their products are less than acceptably constructed and their customer service is terrible. Please help me get my bag back!Desired Settlement: Refund in the full purchase amount requested in the form of a check or my bag to be sent back to me immediately in the condition I sent it to them.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]'s Revdex.com complaint. 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. Therefore, we are very sorry to hear that [redacted] feels we fell short of those goals.

We have looked into this matter, and we can confirm that [redacted]'s bag was delivered to her on August [redacted], and a Coach customer service representative called [redacted] to confirm the delivery date and UPS tracking number one day prior.

As an additional, one-time accommodation to [redacted], we have also refunded her $20.00 repair fee. She should receive a check in that amount within 3-5 business days.

We apologize for any inconvenience caused, and we look forward to welcoming [redacted] into our stores again in the future.

Kind regards,