Coach, Inc.

Review: I bought a giftcard using my credit card and redeemed it to purchase order [redacted] on Coach Factory website. Unfortunately my order got cancelled due to I'm using a shipping address from a forwarding agent. I'm okay with that and ready to get my refund. But, Coach Factory will only refund me by mailing a check to that forwarding agent! I just want my refund go directly back to my credit card or to Coach Factory credit, because forwarding company won't mail a check, it's illegal. Coach Factory knows that because I've explained to them, but still, they refuse to provide another refund method.Desired Settlement: I just want my refund go directly back to my credit card or to Coach Factory credit. Thank you.

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 [redacted] feels we fell short of those goals.

I have looked into this matter, and I can confirm that we are unable to refund [redacted] directly to his credit card because he purchased the Coach goods with a gift card through a third party vendor. However, as requested by [redacted], we can offer merchandise credit for the full value of his purchase, $106.00; however, [redacted] should note that Coach merchandise credit cannot be used internationally. If [redacted] should still wish to receive this credit, I kindly ask that he send a confirmation email to me directly at [redacted] for immediate assistance.

Again, we sincerely apologize for the inconvenience, and we look forward to assisting [redacted]. 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:

[Your Answer Here]

I sent mail to the address Coach provided, but haven't got neither any reply nor refund.

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

Sincerely,

Business

Response:

Dear sirs,

Emails were sent to [redacted] on July [redacted] and July [redacted], respectively, confirming that his merchandise credit was shipped via UPS with a tracking number, which was provided to [redacted] confirmed these responses were satisfactory. In light of the foregoing, we consider this matter closed.

Kind regards,

Review: On January [redacted] I asked the Coach store in [redacted] (Southern Park Mall) to purchase a purse for my wife. On the morning of the [redacted], I called to cancel the transaction. The store had billed me twice for the purse. Once for $411.00 without tax, and a second time for $440.80 (when they realized they forgot to bill me the first time with tax). I was told that both billings would be taken off my account and refunded within 2 days. Over the course of the last month (today is the [redacted] of February) I have made almost a dozen phone calls to Coach without this issue being resolved.Desired Settlement: I want the credits taken off my account and any finance charges I may incur to be paid for.

Business

Response:

Dear Sirs,

Review: My wife ([redacted]) and I drove to Green Hills mall around ** July 2013 to visit the coach store ###-###-#### to buy a coach diary refill. The drive is 120.8 miles round trip. She specifically told the coach store that she wanted a diary with gold edges to match the Address refill from coach that she had already. The lady said no problems and that it would be delivered to the house. My wife reemphasized gold because they have to match and every year they made them in different colors. When the diary refill arrived by mail it was silver. It was too far to drive back so we called coach customer service ###-###-#### and complained that they sent the wrong one. They said that they would give us a discount if we went ahead and bought the Address refill in Silver to match the one erroneously sent and we agreed. This also happened in July. When it arrived it was in gold. Now my wife has a Silver Diary refill and Gold address refill. We called coach customer service and spoke with [redacted] and he apologized and said that the Address refill in silver were not in and should be in by August. He said that he called the warehouse and would let us know when they arrive and would send us the correct one. August came and went and when I called them 3 days ago to enquire where the address refill was they said they would let [redacted] know and that he would call us back. A couple of days passed and today I called on ** SEP 2013 and the lady I spoke with said that [redacted] hasn't been there the last couple of days and that they do not make the address refill in silver. The only thing she could do for us is refund the money for the address refill and that we would have to drive 120 miles round trip to get a refund on the diary refill. The diary only cost $13.14 with tax so I would burn $30 to $40 in gas just to get my $13.14 back. 3 days ago when I called the lady said that [redacted] was there and would call us back. Today the lady said that he has not been there in a few days. A blatant lie by someone.Desired Settlement: The cost of the diary refill is $13.14 (tax is included) and the address refill is $12.00 for a total of $25.14. After all it was the coach store as well as the coach consumer services that messed this whole thing up to begin with and left my wife with mismatching products. I believe they should pay my wife back the $25.14 and not require us to drive 120 miles round trip for a refund.

Business

Response:

Dear Sirs,

Review: I received a pair of black Womens Coach flats size 8 as a gift from a relative. After wearing them for one month, I began to develop a foot bunion and the insert of the right shoe sole tore. Had to visit a foot doctor because the bunion started to develop pus and bleed. This is the only pair of shoes I have. I am currently homeless.Desired Settlement: I am kindly asking for monetary reimbursement for the amount of $300.00 dollars for emotional distress, pain and suffering.

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. We are sorry to learn that [redacted] is unhappy with her black Coach flats. We invite [redacted] to send her flats to Coach Customer Care for an evaluation. Coach Customer Service is located at: Coach Customer CareC O A C H [redacted]Coach Merchandise credit will be issue, in the same amount as the cost of the shoe, if the item is defective and still under warranty. She may include a copy of this correspondence for her reference.We look forward to welcoming [redacted] into our stores in the future.

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 believe as customer I should not have to be obligated to pay for shipping and handling fees to send back the Womens Black Coach Loafers size 8. Again, I experienced several foot bunions and was hard for me to walk or stand on my feet due to the bunions. Coach is a very reputable and old time business established in 1941.

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

Sincerely,

Business

Response:

Coach Merchandise credit will be issue, in the same amount as the cost of the shoe, if the item is defective and still under warranty. In the event [redacted] is issued Coach merchandise credit, guidelines would accompany the card. Coach merchandise cards are redeemable with Coach online, by phone or in any Coach store. Coach has not offered reimbursement to [redacted] to purchase a cardboard box in the amount of $7.99.

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. Shoes will be sent shortly to the address indicated on the [redacted] label.

Sincerely,

Review: I am writing this complaint because I couldn't get anywhere by talking to the [redacted] of the store . Apparently, she never heard of the old saying, " The customer is alway right". It all started on Saturday 10/*/2014. I returned the Coach Handbag Store in Waipahu,Hawaii to exchange my defective product. I had speak to someone on the telephone about the issue with my defective product before I arrived to the store. The cashier was very nice and willing to help me exchange the defective product. A lady came be hide the cashier suddenly the lady took my product to the back room. She was in there for least 20 minutes. Finally, she came out and so what's does this lady tell me? That it's "against store policy" to exchange my products because I already left the store with it. She also telling me that Coach company never made defective products and it's from me abuse under my care. I can't believe what's she was telling me and she goes on saying. She don't care if I complaint or talk to her DM. They can't really do any thing for me. This [redacted] is a insane!Desired Settlement: I wanted to exchange for same product or different one. I willing to pay the different prices.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’ recent 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. We must consider these evaluations on a case-by-case basis. We invite [redacted] to send her bag to our Repairs department for an evaluation. Merchandise credit will be issue if the bag is defective and still under warranty. She may include a copy of this correspondence for her reference and mail her wristlet to the address below: [redacted] would need to include a note with her address, daytime phone number and email address. Coach is dedicated to our customers’ satisfaction, and comments such as the ones provided are valuable to us in maintaining this commitment. We value [redacted] business, and we hope to welcome her into our stores again the future.

Review: I have not even had this $500 coach purse a year and on the 6 month the zipper started falling apart, then the inside of the zipper that is attached to the purse came out and now you can see inside the purse to the leather because the material is missing. I also purchased a carry wallet from them and the zipper broke after only having it two months. I am so disgusted, I did not go to any coach store because it is over 45 miles away and I should not have to pay to send these items back. The coach brand has suffered because of now cheap materials and product but still asking the same price as if it was made in the USA and of excellent leather and materials. I have been down this road before and nothing was done. I want to have the [redacted] get in touch with me and I want new replacement items and a credit. I have not wore the purse in five months almost becasue it is disgusting the wallet is a complete joke and will not close. I do not have money to throw away like this and I want thiss taken care fo asap.

Additional info: 10-**-14

This is the third time I have had to return something to COACH that was made cheap and fell apart. I have always been told COACH has a lifetime warranty and now it has changed? I don't think so. I spent over $500 for a purse and wallet which both fell apart within 4 months or so. the zippers fell apart and off and the lining came apart on the $550 purse.Desired Settlement: I want replacement with new products and a courtesy credit or a full refund for both products. I want a phone call back from [redacted] and I want a label sent to me pre-paid to return these items to her.

Additonal Info: 10-**-14

I want full credit for both ITEMS. I would prefer a refund if possible. I asked for them a prepaid label and they act like they were doing me such a guhe favor when it is their products that are defective. I don't have money to throw away on trashy products and this is what COACH has become, cheap, cheap cheaply made. Then they want to put it on the customer. I sent these items back to them over two weeks ago and have heard nothing, no email acknowledgement nothing. I want to go on with my life. I am tired of having to deal with COACH items falling apart every 8 months or so. The you have a smart mouth on the other end that wants to argue with you or put you down and it is MY MONEY I SPENT. I want this refund or credit taken care of ASAP. I am tired of being embarrassed by COACH products in public and wasting money on sub-par workmanship..This is my response and the other case may have been closed but it is not over. I am NOT satisfied AS OF YET.

Business

Response:

Dear Sirs,

We are in receipt of [redacted] recent Revdex.com complaint about her bag and wallet. 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.

Since we must consider these evaluations on a case-by-case basis, we invite [redacted] to send her bag and wallet back to Coach for an evaluation. Our records indicate we have accommodated [redacted] regarding previous returns. As a final courtesy, we have emailed [redacted] a return label. However, we must be clear that merchandise credit will only be issue if the item(s) are 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.

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:

When I purchase COACH and when I purchased these Items I was told there was a lifetime warranty and COACH has always been a lifetime warranty. I was even told by the [redacted] of COACH customer service ([redacted]) that you have always backed this warranty otherwise why would I spend that kind of money on a bag. So now since they make the bags in China you only get a one year warranty? I was never told that. As far as COACH accommodating me before, they should have because again the merchandise was defective. I sent my two items in over two weeks ago and have heard nothing from these people, very unprofessional. I have purchased COACH for years and I have never seen such poor workmanship. So either send me a refund or something Equal. This will be my last time purchasing from COACH.

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] recent complaint regarding the status of her items. We are pleased to advise our repair specialist made the necessary repairs and returned

[redacted]’ bag and wristlet to her address. Our records show the delivery was completed on Friday, 10/**/2014 at 12:12 P.M. The UPS tracking number is [redacted].

We thank [redacted] for her patience and understanding during the time it took to resolve the issue.

In light of the foregoing, we consider this matter closed.

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 Coach backpack from the Coach store and the zipper began to get stuck and came off the track so therefore I sent the purse into the Coach repair in Florida as informed with a money order and repair form to the facility after a week later the purse was returned not fixed and stated "[redacted]" and sent a letter stating you can receive 40% off next purchaseDesired Settlement: if under warranty I think that it should be repaired or replaced after spending money for there products I think it is unfair to me as a consumer to have to have a product of there where there warranty is not covered by there establishment so therefore I would like a further explanation or new item or just simply repair there product

Business

Response:

Dear Sirs, We are in receipt of [redacted] 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. We have reviewed our repairs specialists’ notes on [redacted] backpack. Coach considers this kind of damage to be attributable to normal wear and usage and it is not covered by our warranty. In this case, our repair specialists were unable to deconstruct [redacted] backpack and restore the item to its original condition. Coach informed [redacted] that this type of wear and tear was not covered by Coach's warranty and the zipper could not be replaced, instead, extending to her a 40% off discount on a new retail item. As a further accommodation to [redacted], Coach is willing to refund the $20.00 shipping fee for the repair return that [redacted] paid. The refund check will be mailed to [redacted] address within 10 business days. Again, we are sorry to hear that [redacted] is unhappy with her repair request. We hope to welcome [redacted] into our stores again the future.

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 been purchasing coach for years and to my dismay this is the first problem I have ever had with a bag it is sad as a consumer of there products and a mere zipper can not be fixed to a established company not even to be able to even give me references to even where I can fix the bag so if I go purchase another bag and the same problem happens whom should have to be the blame the bag that was sent bag was not used often because of me changing purses with outfits and the 40% off is to make or want me to go purchase another item where is the bounds of this establishment you pay all this money for what to have a unusable item that's now basically worthless not upset about the purse just the principles of establishment are disappointing to think so highly of a company that you have supported for years

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

Sincerely,

Business

Response:

Dear Sirs, Our repairs specialists are experienced, trained professionals. 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. Therefore, we are sorry to hear that [redacted] is upset. However, we stand by our assessment of her backpack. Again, we are sorry to hear that [redacted] is unhappy. We have given [redacted] a 40% discount off her next one item and refunded her processing fee. We value her business, and we hope to welcome her into our stores again the future.

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 answer but I will kindly decline shopping with this establishment ever again even thou that is not a care to coach business

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

Sincerely,

Review: On May **, 2015, I purchased my first COACH purse/bag from a Coach Outlet at Waikele Hawaii Premium Outlets. My bag did NOT include a COACH dust bag as I believe the representative removed it prior to the purchase of the merchandise. I thought nothing of this until a relative recently purchased a similar COACH bag and learned that that item is standard issue for Coach Bags. Please send me one immediately. 12CM SIG ZP TP TOTE;SV/K [redacted]. My bag retails for $358.00 and I find it unbelievable that I did not get the dust bag. I look forward to a satisfactory resolution of this issue without the need to submit further complaints.Desired Settlement: That Coach Inc. immediately send me a replacement COACH dust bag that was supposed to be included as part of COACH-branded purse/bags.

Business

Response:

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.

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.

Once I receive the item, I will confirm complete resolution of the above-captioned complaint.Thank you for contacting Coach on my behalf.

Sincerely,

Review: I have asked them numerous times to remove my name and address from their mailing lists and to stop sending me mailings (advertisements, coupons, catalogs, etc.). They have told me 3 different times (from 3 different customer service employees) that they removed my information, BUT I am still receiving mail from them. I received another piece of mail from them again today! I asked them back in December 2014 to remove my information and to stop sending me mailings. I contacted them again in March two times and now in April I am still receiving mailings from them. I have corresponded with 3 different employees at Coach ([redacted], and [redacted]). I was told by all three of them that they removed my information and that I would not be receiving anymore mailings from their company, BUT I am still receiving mail. So, they did not remove my information like they promised.Desired Settlement: I want them to remove my name and mailing address immediately from all of their mailing lists and to stop sending me mailings! I do NOT want anymore mailings (NO advertisements, NO catalogs, NO coupons, NO announcements, NO holiday information, etc.) from their company and/or any of their affiliate companies. Stop sending me mailings and remove my information immediately!

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about receiving Coach mailings to her address. We apologize to [redacted] for any upset or inconvenience that she may have experienced. Due to processing deadlines, any change or removal from our mailing list may not become effective until after the next one or two mailings once entered into our database. We have confirmed [redacted] has been removed from all Coach mailings and [redacted] will no longer receive any Coach offers in the mail. We value [redacted]’s business, and we hope to welcome her into our stores again in the future.

Consumer

Response:

I have reviewed the response made by the business.I hope they did remove me because they said they removed me 4 months ago and I am still receiving mail from their company.They need to do what they promised and stop sending me mail.

Thank you,

Review: I recently returned a purse in new unused condition by mail. It was returned to me stating their return policy only accepts merchandise with 60 days of purchase. My purchase was over 60 days. At the time of my purchase their return policy did not have a time limit.Desired Settlement: I would like them to honor the return policy I was put on notice by their sales associates and website at the time of my purchase that did not have a time limit as to when my purchase could be returned for a refund.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint. We take great pride in our reputation as manufacturers of the highest quality leather goods. 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. Coach merchandise may be returned by mail or to a Coach store. All merchandise must be in new and unused condition. Coach reserves the right to modify its exchange and return policy. As such, our policy was updated on September [redacted], 2014. This policy is available to view online at Coach.com and posted in Coach Stores. While we are unable to provide a refund for the bag, we would be happy to offer a one-time return for Coach Merchandise Credit. We invite [redacted] to return her new/unused bag (with receipt) to Coach for Merchandise Credit. Items will need to be returned within 30 days. [redacted] may contact Coach Customer Care at ###-###-#### for a return label. We hope that this provides [redacted] with an alternate option and helps to resolve the issue. In light of the foregoing, we consider this matter closed.

Review: Bate and Switch: I recently placed an online order through coachfactory.com on February **, 2014 and received confirmation on order shortly after and 2 days later I called coachfactory at ###-###-#### regarding my order shipping confirmation and I was notified by representative that my order was cancelled due to unvarifying shipping address, and I have to place a new order which I did but the price of the same items were changed to more expensive by $25 per items. I placed and order and called coachfactory back and wanted to discuss the issues with [redacted], but [redacted] informed me that there is no [redacted] available at the time. I requested to be contacted by phone and advised to them that since they cancelled my order without any notification and my fund were collected and I have to wait 3-5 business days for the fund to go back to my bank account. And representative there are not willing to correct the issues that I believe I am entitle to the discount from previus order. And 24 hours after I placed the second order, I called to check on status of the order, I was again notified by rep that second order got cancelled but did not received any reason until I wrote email to customer services and now they are not allowing my to place another order, and rejecting my membership completely.

Product_Or_Service: purses/wallet

Order_Number: [redacted] and [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to have my account reactivated back to original status.

Business

Response:

Dear Sirs,

Review: Coach became out of stock for three gifts I ordered prior to 12/**/13. They did not tell me, I had to ask them where my order was. My money was refunded. They said sorry and they would help place a new order. I told them I was disappointed and asked twice to have a new order fulfilled. They responded by telling me my compliant was being forwarded to the appropriate people. I have yet to hear back from anyone.Desired Settlement: I would like the business held accountable for their lack of customer service, all I wanted was a similar product for the same price and that was all I asked for and I couldn't even get a response back.

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 his recent Coach orders.

As [redacted] mentioned, we needed to cancel a portion of his original order because one of the requested items was not available in our distribution center or in our retail stores. We made every attempt to locate the requested item before informing him of the order cancelation via e-mail.

As an extension of our apology and appreciation of [redacted] as a valued Coach customer, we’ve extended to [redacted] a 25% discount credit that can be used towards a new Coach order. This is a one-time accommodation that [redacted] can redeem by sending his order request directly to [redacted]. One of our senior customer service representatives will personally work with [redacted] to help him place his order.

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

Best regards,

Coach Inc.

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:

They offered 25% off and help in ordering before I even had to take the time to contact the Revdex.com. That is basically what I asked for when this occurred and their Customer Service reps said they would help and I got nothing from them. I wanted to pay the same price for a comparable item. I'm not quite sure how all this Revdex.com stuff works, I just want them held accountable for their poor customer service.

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

Sincerely,

Business

Response:

Dear Sirs,

Review: Around the times of November 2012-December 2012, I bought approximately 20 purses and wallets from [redacted] I paid by credit card for most, a few by [redacted], and I returned maybe 3 or 4 of them that did not meet my expectations. Around the beginning of the year, after buying so many bags, I did not want to continue getting their emails approximately every other day inviting me to their online sales. I unsubscribed to them and they stopped coming. A few months later, I tried to get back on their email list to shop and they never responded. That has been ongoing for months trying to get back to being able to shop their online sales.

One of the bags that I kept was a gift for my daughter, [redacted]. Her bag did not wear well and through email and phone calls I was told to send the bag back at our expense, they would look at it and repair it if possible. We had to send a $20 processing fee for the repair which Sonia in C/S told me would be refunded if they couldn't fix it. We sent the bag in along with a check for the $20 processing fee on 8/**/13. The check was cashed on 9/*/13 so we knew it was received. My daughter called a few times and was always told it had not been received and to give it more time (comlaint #1). Eventually after 4 or 5 times of being told it wasn't there, we told them the check had been cashed and it was indeed there. We had thrown away our tracking number after seeing the check was cashed and no longer had that information. They said that without the tracking number, they could not locate her bag in their warehouse (complaint #2). I spoke to a C/S manager named [redacted] who apologized and said that they would issue a gift card for us to buy another bag and that they would refund the processing fee we had paid, since they could not fix the bag (that they lost). On Oct. *, 2013, they sent me a gift card for $125 to replace the bag and cover my expenses of returning it.

Throughout most of 2013, I have been emailing them and requesting to be able to shop the [redacted] site again. NOW, I have a $125 gift card and am not able to use it (complaint #3). It is a worthless piece of plastic. I have called and emailed about 10 times at least. Every email comes with a response saying "give us 2-3 days to work on this" or "give us 5-7 days to work on this". I have called numerous times and they say they can help me, put me on hold, and then come back and say they will forward it to someone that can help me. I have NEVER had a response from anyone to actually help me (complaint #4). The most inaccurate part of this is that they are now calling it an INVESTIGATION (complaint #5). Excuse me?? All I did was unsubscribe!

So my daughter needs to replace the bag that was returned with this gift card. My daughter is still able to shop on [redacted] so last night I had her come over, she chose a new bag and because of the gift card in my name, I think it was [redacted] that told me that I would have to call in the order. So last night I called in the order and was told that I could not order anything because of the investigation! So I have a worthless gift card. Not to mention, without exaggeration, I think I have written 20 emails and called 15 times MINIMUM (complaint #6). On 10/*, [redacted] put a one time free shipping and handling for the order replacing the returned bag. On 10/**, [redacted] said she would forward this and someone would call me. I have multiple emails (unfortunately I did not keep them on) where people are saying they will get back to me. NO ONE has ever gotten back to me (complaint #7). Since I spoke to [redacted], I have not been able to use the gift card or settle this. The woman I spoke to this morning was rude, like so many of them are. She said there is Nothing they can do at Customer Service. She said she'll forward it to someone that can look into the investigation. I must say....... I am extremely insulted by the word "Investigation". I have never been investigated for anything in my life, nor do I deserve to be.

All I was asking for was for them to replace the returned bag. They gave credit and that was fine, but credit that I cannot use is worthless. They are behaving like a fly-by-night company, NOT a reputable company like Coach. I have many Coach bags that I have bought from [redacted] and from [redacted]. I WAS a loyal customer. I have been treated SO badly by Coach over the last few months. They OWE me a refund. I would like them to take back this Worthless gift card, issue me a refund and they can do whatever they want to with their investigation. I refuse to be investigated by someone that has no right to even insinuate that I have done something worthy of investigating. How dare they. This is disgusting business. I want my money back which includes the value of this $125 gift card (which includes my return shipping) PLUS the $20 processing fee returned to my daughter PLUS whatever the Revdex.com feels they should do to compensate me for all the inconvenience and time I have spent trying to correct their mistake.Desired Settlement: I do not feel I should have to deal with them any longer. They have been rude and have not been the least bit helpful. I would like a refund in the form of a check or returned to my credit card (one of the cards they have on file is old and not in use anymore). I have spent countless hours dealing with them and they have no intention of correcting this.

Business

Response:

Dear Sirs,

Review: I bought three bags from macy's all three af the bags are unthreaded at the seam of the strap on each one of them.Desired Settlement: I would like all my bags to be repaired

Business

Response:

Dear Sirs,

Many thanks for your communication. We note that [redacted] purchased her bags from Macy's. As such, [redacted] will have to return the bags to Macy's with any quality issues that she may have. We apologize for this inconvenience, but that is the manner in which Macy's merchandise is handled.

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:

Yes It was purchased at Macy's, Hhowever; it is a product of coach and the quailty of there merchandise. Macy's do not manufacture the merchandise they sell it. For three of my handbags to tear at the seam states poor quailty in the production.

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

Sincerely,

Business

Response:

Dear Sirs,

Review: I placed an online order with Coach totaling $425.17 on 1/**/16, but Coach canceled my order and only refunded a Check # [redacted] in the amount of $235.12 to me, but the remaining $190.05 was refunded to some unknown credit cards that are not even mine according to the Coach Rep. I explained to the Coach Rep that first of all, Coach refunded the remaining $190.05 to the wrong credit cards, and second of all, the $235.12 check was made out to [redacted], which is my son’s first name ([redacted] and my first name ([redacted]); however, we don’t have a bank in my son’s first name and my first name, so the bank wouldn’t let us deposit the refund check even with ID’s. I called Coach customer service, but the rep told me that there’s nothing Coach would do to refund the money back to me, and I found this very disturbing. Just because I bought something online and sent the order in my son’s name and my name, so other household members wouldn’t open our package, and I should get punished for it? And why do I need to get punished for Coach’s mistake of refunding the remaining amount of $190.05 to the wrong credit cards? This is ridiculous! Please refund the entire order amount of $425.17 to me! You can refund the $425.17 in a form of a merchandise credit or reissue a refund check of $425.17 in my full name [redacted]. Thank you!Desired Settlement: You can refund the $425.17 in a form of a merchandise credit or reissue a refund check of $425.17 in my full name [redacted]. Thank you!

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint regarding his online order [redacted], placed on January [redacted], 2016. We apologize to [redacted] for any upset or inconvenience that he may have experienced. Our records show [redacted]’s order was canceled on 1/**/2016 and the refund was completed to the original form of payment. Since [redacted] is unable to confirm the credits, Coach will reverse the credits and mail a refund check to [redacted]’s mailing address in the amount of $425.17. Delivery can be expected within 10-12 days.

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]

Thank you very much for processing the refund, but can I keep this case open until I receive the check? Thank you!

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

Sincerely,

Review: My boyfriend bought me a $300 CAD gift card to Coach for my birthday. I found a purse I wanted to purchase on the website which said it was an 'online exclusive'. On January [redacted], 2016 I attempted to purchase the purse with my gift card on the website but only around $214 was being taken off my total. I called the customer service number provided on the website and asked for assistance. The representative told me they could reset my gift card so that the full amount would be taken off my order total on the website. I tried again but only $214 was still being deducted. I called back and the representative told me they could help me complete my order over the phone. I told him what I wanted to order and gave him my gift card number. He then told me that only $214 was being deducted when he entered the number as well and put me on hold to figure out the issue. When he came back he told me that the reason for this was because the website prices are in USD and my card is in CAD so was only worth $214 USD. I decided to cancel the order because it was going to be much more expensive than I thought. The representative told me that he would cancel the order, but he had already charged my gift card so it was now void and he would have to send me a new one in the mail. He told me it would take 4-5 business days to reach me. I accepted this and waited 5 business days. I never received the card. I called customer service again on January ** and spoke with a different representative. She looked up my file and said that there was no record of a new gift card being sent to me. She told me that she would help me with this and send me a new gift card, but it would now take 24 hours to process and then an additional 10-14 days to reach me by mail. I again accepted this, as I was given no other choice. At no point in time was I given any sort of proof that the card was actually being sent to me. When I told my boyfriend about the issue on January ** he told me to call the store where he bought the card (Metrotown, Burnaby, BC) and get a refund. Sara, the manager at the store, called customer service for us to try to work out a resolution. After speaking with them and calling us back, Sara informed us that my gift card had STILL not even begun to be processed or sent out to me, even though it had been more than a day since I last called customer service and she had told me my card would be processed within 24 hours. Sara told us that there was no way she could give us a refund herself, as my gift card was now void. She told us the only way she could help us was to contact Corporate Accounting for us so she sent them an email explaining the situation. I was told that employees do not have a phone number to contact Corporate and can only contact them by email. The weekend passed, and Monday was a holiday in the US, but it is now Wednesday the [redacted] and I still have not heard anything back about how this is going to be resolved. I've called customer service and the store multiple times and everybody just keeps telling me to be patient and wait and that there's nothing they can personally do. The store has sent a follow up email to Corporate reminding them of the urgency of this situation and still no reply. Coach has had $300 that belongs to my boyfriend and I for two weeks now because of multiple mistakes that their own customer service representatives made and we have absolutely nothing in return.Desired Settlement: I would like a full refund of $300 CAD put back onto my boyfriend's credit card that he used to purchase the gift card.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her attempted order with Coach. We apologize to [redacted] for any upset or inconvenience that she may have experienced during this transaction. Our records show the replacement Coach Gift Card was canceled and a refund for $300CAD was issued back to the original payment ([redacted]) on 1/**/16, transaction number [redacted]. We hope this response addresses [redacted]’s concerns. We value her 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 two orders on Coach factory website.One order number is [redacted] was placed On October [redacted], 2013,the order in the amounts of $178.7,another order number is [redacted] was placed On October [redacted], 2013,the order in the amounts of $190.50.And I used gift card to pay for the two orders.

For some reasons,Coach canceled the two orders.I asked them about the refund,they said they will refund to the credit card used to purchase the gift card used.

But now,they told me they sent the refund checks for the two orders to me!That's is a trouble for me,because I'm not in the United States now,I can't receive and use the checks.

I asked Coach online consumer services again,they told me the can't refund to the credit card used to purchase the gift card used.That's totally different form what they said in the beginning.I'm so angry about this.Desired Settlement: As consumer services said,refund to the credit card used to purchase the gift card used.

Business

Response:

Dear Sirs,

Review: Dear,

On November **, 2015, I bought a bag from [redacted],Order number:[redacted].This is the bill which

I bought the bag:

SHOPPING BAG TOTAL: $395.00

DISCOUNT:$98.75

ESTIMATED TAX[&DUTY]:$32.59

SHIPPING:$26.00

ORDER TOTAL:$354.84

So I just paid on the website,and I received an e-mail about the bag's bill from coach after a few days.

The contents written on the bill are the same as the price I seen on the website while I bought the bag.

But at Dec.**,2015,I received my credit card's bill from the CIBC. The bill said"COH*COACH CANADA ###-###-####,** 400.97 USD."

So I think the coach overcharged me $46.13 without my approval.

I think this is fraud behavior to consumers. I made a call to the Coach and they said they cannot return the apare money to my card.Desired Settlement: I hope the coach can return the spare money to my card.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about the charges to her credit card from her order number [redacted]. 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 apologize for any confusion with respect to the charges. As stated, the estimated tax & duty was provided online. We have investigated this matter and the breakdown of [redacted]’s order is as follows: $296.25 total product $46.13 taxes $26.00 shipping charge (flat rate to Canada) $32.59 duties $400.97 total Therefore, $400.97 is the correct charge. We hope to welcome [redacted]’s into our stores again the future. In light of the foregoing, we consider this matter closed.

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]

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,

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]

Dear officers of Revdex.com,Thanks for your help again.I asked three questions in the last e-mail,but Coach only answered the 1st and 2nd ones. The 3rd question:' I need the credentials of all which I had paid for, I mean all including the shipping ,tax and duty.', by which I mean the receipts from posting comp., Canada customers authority and us tax agencies, hasn't be answered yet. Till today, I haven't received any formal receipt or evidence about the breakdown charged in this purchase, which I believe should be given to customers in order to prove all what Coach claimed in the charge (and extra-charge) were valid. Please let me know this info asap, thank you so much for your patience and kind help.Best Regards.

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]’s recent Revdex.com complaint. Coach has provided a breakdown and a copy of [redacted]’s complete order. Our records indicate order number [redacted] was completed and delivered on 12/*/2015 via [redacted] Waybill [redacted] may contact her Canada Border Services Agency regarding duties and taxes. Additional information and requirements can be found at [redacted]

Review: purchased a coach pebble bag for $238 brand new tags still attached never used - did not keep proof of purchase because did not anticipate returning it as a gift for my daughter for her birthday. Gave it to her and found out she recently gave up leather and does not want the bag! Took the bag into coach they refused to exchange or refund, contacted corporate via email they refused to assist as well! Simply want a prepaid return label to mail the bag back to them to get store credit for $238 plus CA tax so my daughter can purchase another coach item not made of leather!!

peb sft e/w duffle [redacted]Desired Settlement: prepaid return label to send them the bag back in exchange for $238 store credit plus tax!

Business

Response:

Dear Sirs, We are in receipt of [redacted]s Revdex.com complaint about her recent return. We take great pride in our reputation as manufacturers of the highest quality leather goods. 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. Coach merchandise may be returned by mail or to a Coach store. All merchandise must be in new and unused condition. Coach reserves the right to modify its exchange and return policy. Our records indicate the Pebbled Soft E/W Duffle, style# 1429, was sold online and in Coach stores between 10/**/2004 -7/**/2005 (ten years ago). This style has been discontinued and [redacted]s complaint stated she no longer had a proof of purchase. We can offer [redacted] no further accommodation at this time. Again, we are sorry to hear that [redacted] is unhappy with Coach’s Return Policy. We hope to welcome [redacted] into our stores again in the future.

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:

It is a coach item with tags still attached to the bag showing proof of purchase from coach $238 they are refusing to work with the customer or honor a store credit for the brand new bag that has never been worn with the tags still attached! I am not asking for a refund simply for store credit for $238 the purchase price plus tax. The store has made no effort what so ever to even attempt to resolve or come up with an amicable solution. They themselves said this is in fact a coach item sold in their stores yet they still refuse to assist! This is not acceptable! The bag is brand new never used never worn and the original coach tags still attached!

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]s recent Revdex.com complaint. In keeping with our standard business practice and in fairness to all of our valued customers, we are unable to exchange [redacted]s bag for $238 store credit, plus tax, without a receipt. 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] a one-time discount offer for a 25% off her next one item retail selection.

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:

Coach had made no attempt to come to an amicable resolution or even attempt to address the issues in my complaint. They simply continue to attempt to throw a 25% discount forcing me to spend more money with them at me. By the way this coupon is readily available to the general public in their mailers in fact I have one now, so really they have done nothing to attempt to address or resolve my concern. All they have done is infuriate me more by suggesting I will be coming back to shop with them when they have failed to resolve my current issues with them. Their replies have offered no type of compromise or alternate solution store credit, even exchange some type of willingness to attempt to resolve the issue has not been demonstrated. I have a brand new bag with the tags attached directly from coach that they are refusing to assist in an exchange or store credit. I do not believe my request is unreasonable and I have been flexible in the resolution yet they continue to try to force a coupon for a purchase down my throat without so much as even bothering or attempting to address the issues in my complaint. I am extremely disappointed and disgusted in their lack of customer service and their conflict resolution. Why is a brand new bag with the tags attached that is in perfect condition not accepted for an even exchange or store credit? They have still failed to answer the question or even address the issue! Again I have been flexible in coming to a resolution, they have not! This is unacceptable and their reply is not appreciated or accepted!

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

Sincerely,

Review: I ordered a bag on Coachfactory.com, order #[redacted]. The cost of the item was $89.50, 8.71 sales tax and $10 shipping charge. I returned the bag because it was too small. I took to Post Office and was charted $7.50 to ship the item back, the return label was not sufficient. I received a refund today in the amount of $97.33. When I contacted the customer service number, ###-###-#### I spoke with a representative (name unknown) who told me that I would NOT recieve ANY shipping charges back. Therefore, a total of $17.50 I will not receive back. My complaint is that it does NOT specify this in the return policy listed on Coachfactory.com. I complained about this to the representative, she said she would not be able to submit any further costs back to me. She stated I would only receive the cost of the item plus tax, which is equivalent to $98.21; however, I only received back $97.33. I am upset that the return policy did NOT state I would be occuring an additional cost to ship it back, and the return policy did not state I would not receive the $10 shipping cost back. If I wold have known this, I would have kept the item as a gift.Desired Settlement: I feel I deserve $17.50 back, as I was NOT told about either shipping charge. Most companies internet websites allow the return label to cover the shipping.

Business

Response:

Dear Sirs,