Coach, Inc.

Review: I placed order [redacted] on October [redacted], on coachfactory.com with total $396.20. After I got the items, I wanted to return two bags, [redacted] SV/AW and [redacted] SV/BMH, both are $84 plus tax, so $84*2*1.0825(tax)=$181.86 altogether. Since I know Coach only accept brand new and unopened condition returns, so I didn't open the original packaging and wrapping at all.

First I went to outlet store to return them. When store staff helped me return, they said because I purchased through PayPal, they can only refund me store credit (gift cards) in store. If I want refund to my original method of purchase (PayPal cash), I have to ship back to Coach return.

So I didn't return in store, instead, I kept the two bags sealed in original packaging and directly put them in a box and shipped back to Coach return in Jacksonville, FL via Fedex. I thought this time I can get my refund.

But yesterday I unexpectedly got a package from Coach Return with ONE opened bag and a letter saying they "cannot accept an item for refund or exchange that is not in new and unused condition"!! Another returned bag is missing, and I haven't got any refund! The bag they returned to me is completely a mess! Opened wrapping, no protect tissues, totally not like that brand new and sealed condition when I shipped to them!!

When earlier, the outlet store staff inspected the packaging--it's completely new, but how come when I shipped to Coach return, it became "not in new and unused condition"?! It's the first time I return Coach bags and I am surprised that's how they deal with customer return?? That's not right! They cannot just tear wrapping open themselves and say it's not new and refuse refund!

It's been almost two months, I still haven't got my refund for two bags worth $181.86. I am really really not comfortable with that! So I require Coach to refund me in full, asap!Desired Settlement: Full refund $181.86

Business

Response:

Dear Sirs,

Review: Purchased style: F15064 ,ORDER#: [redacted], Serial # [redacted] which I still have the emailed receipt. Less than a year,9 months exactly after having the product

the zipper seams detached from the handbag deeming it useless. I then took the item into a Coach store as instructed to via email & paid $20 so the store could mail off. If repairs were to be free why did I have to pay $20 when the handbag was 9 months old. I wanted the handbag fixed so didn't argue the point. The Coach employee at the time mentioned this was a known flaw with this style # & had sent many in for repair. That it was definitely repairable and the wait time,etc. Now a year later the exact same issue with the bag in the exact same location. So either they did not secure the seam properly the first time or the bag is defective. Either way I should not have to pay anything again to get the exact same problem fixed when it should have been fixed correctly the first time.If it had been the seam wouldn't have come apart in the exact same location. I waited 8+ weeks to get the bag back last time I sent it in.Desired Settlement: I would like the bag to be replaced,refunded or a amicable solution. I have purchased many Coach bags through the years for not just myself but friends & famiy. Outside of a wallet that also has issues never had a problem. The wallet seams came apart after 3 months,yes 90 days. I did not want to pay another $20 to send in an item less than 3 months old.It makes me wonder if the craftsmanship has went down. I will be more than happy to return the previous handbag for replacement, as I still have the emailed receipt.Thank You.

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. Our records indicate that we did repair the referenced bag two years ago on 10/**/2012, it was returned within our standard processing timeframe of 4-6 weeks. Since we must consider these evaluations on a case-by-case basis, we invite [redacted] to send her bag back to Coach for an evaluation. As a courtesy, we have emailed [redacted] a return label. Merchandise credit will be issued if the bag is defective. [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. [redacted] 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:

I am rejecting because the business never emailed me a return shipping label as promised in their response. There also is no contact information listed in the response so that I could've contacted them to advise that.

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. We are sorry to hear that [redacted] has not received her return label sent to her email address: [redacted] Customer service is paramount at Coach. We are committed not only to high quality products, but a high standard of service as well. As a further accommodation to [redacted], Coach will mail the return label to her PO Box address. The estimated delivery is 5-7 business days. [redacted] may contact our Coach Customer Service at ###-###-#### Monday - Friday 8:00am – 11:00pm EST. Saturday 9:00 - 7:00pm EST. Sunday 11:00am - 7:00pm EST regarding any questions or concerns, her return is noted under her name and address.

Review: **The primary nature nature of my complaint is lack of or refusal to repair.**

Earlier this year, I took two purses that I purchased from COACH stores into the Governor Square COACH store to be sent off for repair. One of the purses (style #[redacted]) needs a new zipper, the other purse (style #[redacted]) needs the strap and trim repaired. The purses were returned to me from COACH with letters stating "we are unable to repair your item". For my inconvenience & disappointment, they provided two 40% discount on my next COACH U.S. purchase of an item. (In the letter COACH stated "Please note: This offer is good for the purchase of one item only and may not be used in conjunction with any other discount offer".) This only means that I'll have to spend more money to replace my two purses and if anything happens to either or both purses, I could possibly be faced with the same senecio.

What I find to be interesting is while I was out of town, a shoe repair and leather repair shop stated that repairs (new zipper, strap and trim) could be done on both purses. But yet COACH claims they were unable to make repairs on both purses. After all, a zipper was sewed in the purses when it was assembled, the strap and trim were sewed onto the purse when it was assembled as well.

I spoke with a COACH employee about the non-repairs and was informed that quite a few customers have been told the same thing by COACH (item - purses cannot be repaired"). I understand this is merely hear say, but, I can say that I do believe this to be true. Not only did this happen to me, but this happened to my daughter as well; she received the same ("we are unable to repair your item") generic letter. What's ironic is my daughter had the same purse and repair issue (style #[redacted]) as me (the only difference is in the material - her's is "pebble" and mine's is "smooth" leather). I hesitated to request repair on my purses sensing what's the use and fear that I would receive the same response. After much thought, I decided to go ahead and request repairs, but as is obvious, (even though I'm very disheartened & disappointed) COACH is consistent with it's response (" we are unable to repair your item").

I recently wrote COACH a letter expressing my disappointment in their decision and what I was told by the shoe repair and leather repair shop, however, I have not received any type of response from them. I guess they are choosing NOT to stand up to their satisfaction reputation NOR stand behind their own product, but instead, continue to take the cheap & easy way out by simply offering 40% discount on a future purchase. I was told in a COACH store that discount could only be used on regular priced items and could not be used at COACH outlets.

My daughters and I have been loyal COACH customers for many years (purses, various accessories to include, but not limited to: wallets, passport holders, jewelry, perfumes, shoes, boots, etc.). I find it to be very disheartening that COACH has resolved to this type of tactic - claiming "we are unable to repair your item", return non-repaired item, an offer customer 40% off discount. This tactic, if discount is used by customer, only generates more income for COACH.

Offering me two 40% off discount will not an does not suffice, as I will have to spend another few more hundred dollars in order to replace these purses.Desired Settlement: **As a settlement, I would like for COACH to replace my purses with the same or comparable styles.**

Originally, all I wanted was to have my purses repaired (replace) the zipper on one purse and repair the trim and straps on the second purse. But since COACH claims they are unable to repair my purses (in spite of what a shoe repair and a leather repair shop state can be done), I would like for COACH to replace my purses with the same or comparable styles.

Business

Response:

Dear Sirs,

We are in receipt of [redacted] 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 of the complications [redacted] experienced

with her repair requests and 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.

I

have reviewed our repair specialists’ comments and note that the damages to both purses are attributable to

normal wear and tear and not covered by our guarantee. Coach

informed [redacted] that this type of wear and tear was not covered by

Coach's guarantee and could not be repaired, instead, extending to her a

40% off discount on a new item.

As

a further accommodation to [redacted], as a long-standing customer, we

suggest that she take her bag to a local repair shop, and Coach will

reimburse up to $30.00 for the cost of repairs. Should

[redacted] choose this option, she should send a copy of her repair

receipt, along with a copy of this correspondence, to the following address via insured and traceable means (such

as UPS or FedEx):

As both purse styles are over six years old and no longer in production, we are unable to replace [redacted]'s purses.

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

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

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:

According to the two January **,2013 letter, addressed to [redacted]: it reads as follow: "We recently received the COACH product you sent in for repair and, after careful evaluation, our craftsmen have determined that we were unable to repair your item. We understand that you have been inconvenienced by this process and may be disappointed with our inability to make the requested repairs. In addition to returning your original item to you, we would like to offer you a 40% discount on your next COACH U.S. Purchase of an item.

You may redeem your discount in one of the three following ways:

You may present this letter at any U.S. Coach Full Price store, where one of our sales associates will be happy to assist you.

After viewing our current collection at COACH.com, simply call our Consumer Service Department with your selection at ###-###-####.

Additionally, you may mail in your order with this letter to:

Please note: This offer is good for the purchase of one item only and may not be used in conjunction with any other discount offer.

We hope you enjoy your new COACH selection. If you have questions regarding our repair service or COACH products, please contact our Customer Service Department at the above number.

Sincerely,

Coach Repairs Department

[redacted]"

I disagree with the response letter from [redacted]. First, I personally do not feel that COACH really takes pride in the excellent craftsmanship of their products nor in the superior level of customer service. If this was factual, COACH would not have had a problem repairing my purses and not just offering 40% discount.

Secondly, [redacted] has blatantly and grossly mis-represented COACH in her statement. Coach has in no way shape form or fashion at any given time has coach informed me "that this type of wear and tear was not covered by Coach's guarantee and could note be repaired, instead, extending to her a 40% off discount on a new item". If this (wear and tear comment) was actually stated in the letter that I quoted in its' entirely, I will ofer my sincere apologies. I will happy to send you a copy of both letters.

In my correspondence I mentioned that while I was out of town, a shoe repair shop and leather repair stated the purses could be repaired. Unfortunately, offering to reimbursement me up to $30.00 for the cost of repairs will not work for me, as there is no leather repair shop where I live (Tallahassee, FL). If I could find that particular shop again! I would (once again be inconvenienced) have to pay to send the purses to them "insured" as well as pay to have purses retuned to me "insured".

It appears to me that Coach engages in false advertising with is's guarantee which is actually a guarantee with contingencies. If "natural life" of a product does not mean "natural life" of a product, then guarantees should be clear and not deceitful; and when a product needs repairing, Coach takes a convenient approach and say, oh that's not what we really meant!

I like Coach products and have been a customer for a number of years, along with my daughter (as I mentioned in my original correspondence). I own quite a number of purses (Coach and other brands), therefore, I do not use any of my purses on a daily basis. If I did, I would be more inclined to believe that the repairs were related to (natural) wear and tear due to excessive use. But my purses do not fit into this category. (I actually have enough purses that I could use a different without repeating a purse in a month's time-frame.) As a matter of fact, I have Coach purses and other purses that are older than these two purses and have not had to have any repairs done at all. So, this make me question the quality and workmanship of these two purses.

I was also hoping to reach an amicable solution, but at this point it doesn't appear that COACH representatives are willing to do so. Since I've heard that others customers are being treated in this same manner (including one of my daughters with a similar purse several years ago), maybe it's time to activate social media, so that others who spend hundreds on Coach purses will think twice, because Coach doesn't really guarantee nor stand behind their products as they claim. This is the truest form of deception. This is not assignation of a company's character and/ or reputation, because it is factual as what my daughter and I have experienced.

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

Sincerely,

Business

Response:

Review: This is a failure to honor a warranty. Coach bags possess a lifetime warranty. I followed their repair process, and brought 2 Coach bags to local Coach store to be repaired. There is a $20 repair fee per bag (2 bags = $40). I have only received one rejection thus far (I'm expecting the 2nd). This leather bag had a clearly defective buckle and a faulty zipper. The rest of the bag was in great shape, as bag is relatively new. I received the UNREPAIRED bag with a flimsy 40% OFF COUPON towards next purchase. I called both Customer Service and local store; both would not help me. I reached out through both Twitter and Facebook, and was never acknowledged. I am extremely disheartened because I have been a loyal customer for many, many years.Desired Settlement: I want this bag repaired at no additional cost to me

Business

Response:

Dear Sirs,

Review: Coach made several charges against nmy debit card(8 charges equating to $707.36); when I only purchased $64.55 on one transaction. They are stating it will be 3-7 business days to correct the error. When I contacted them,. they said they would call me back in (1) hour, no call. I then called & asked for a manager, I was on hold for just short of an hour - and, was told a manager would call me back by COB.

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 of the complications [redacted] experienced with her recent Coach Factory order.

We have looked into this matter, and, unfortunately, [redacted] received multiple pending charges to her credit card because the “submit order” button was clicked multiple times when her order was placed. Coach has only charged [redacted] $64.55 for her order – the remaining charges are authorization holds that must be lifted by her bank. Such authorizations are typically lifted within 3-7 business days. To expedite this process, we have submitted an authorization release form to her bank advising them to lift the holds immediately. We were advised by the bank that [redacted] should contact them directly to further expedite the process. Furthermore, one of our customer service managers called [redacted] directly to provide a similar update.

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

Best regards,

Coach Inc.

Review: I received a coach purse as a Christmas gift. The purse was purchased on 12-**-15. It was given to me on 12-**-15. I went to return it on 12-**-15. The sales associate that day was very friendly. I was going to exchange the bag and purchase a more expensive purse, but I couldn't find my credit card. I thought I left it at home. So the employee put the new bag on hold for me. On 12-**-15 I returned to the store and decided to just return the bag for store credit and purchased something at a later date. That is when returning the bag become a problem. This sales associate would no longer take the purse back. She claimed the bag couldn't be returned without the original tags. I told her tags were not on the bag when I received it and I had the gift receipt. My sister told her that tags were not required for returns per the return policy on the back of the gift receipt. The sales associate then decided that the bag could not be returned because it was used. I simply put my things in the purse, decided it was too small and took my belongs out the same day. I tried to call their customer service line, but he sided with the store. I eventually left with the purse because no one at the store or in customer service would help. It still sits in its original box....unused.Desired Settlement: I would like the store to refund my friend's money.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint about her recent return under ID # [redacted] 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 would be happy to offer a return for [redacted]. We invite [redacted] to return her new/unused bag back to Coach with her gift receipt. The bag will need to be returned within 30 days. A return label will be emailed to [redacted] today, 01/*/2016, for her to take advantage of this offer.

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 received a Coach Product for The Christmas Holidays. It was a reversible belt buckle that included a leather belt, which was reversible from black to brown. There was an apparent ugly scratch on one side of the belt buckle that is an eyesore and prevents it from being worn without noticing it. It is an ugly mar, a big scratch right in the center of the belt buckle. I sent it back to their Jacksonville, Florida repair department for either repair or replacement. They said they are unable to repair it. They did not even offer to replace it. They then state they would "LIKE TO GIVE ME A 40 % DISCOUNT FOR A FUTURE PURCHASE." I find this completely appalling , since I would have to provide additional monies to replace it. They should just be able to replace the belt buckle for the same kind.Desired Settlement: I EXPECT THE BUCKLE TO BE REPLACED, since it was defective from the get go. ALL THEY HAVE TO DO IS SEND ME THE PROPER REPLACEMENT. THE PERSON WHO SIGNED THIS LETTER TO ME IS A [redacted] OF THE COACH REPAIRS DEPARTMENT IN [redacted] . I SENT THE BUCKLE TO COACH CONSUMER SERVICE, [redacted]

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint about his belt. 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. Unfortunately, we do not offer a cleaning or refurbishing service. We have reviewed our repairs specialists’ notes on [redacted]’s belt. Our records indicate we received the belt back with the noted scratch and the length altered by [redacted]. Our craftsmen have determined that the belt buckle cannot be repaired or replaced. It is our determination that the scratch is not the result of a manufacturing defect, but is considered to be damage to the belt buckle. Because we value [redacted]’s business, we would be happy to send [redacted] a similar replacement belt since his belt is no longer available in stores or online. The belt will be shipped directly to his address provided; delivery will take 5-7 business days via [redacted]. 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My husband and mother-in -law splurged last Christmas to buy me my first Coach purse from a Coach store in[redacted]. About 8 or 9 months later the leather on the one of the handles had come apart and was hanging off. Though surprised and disappointed, I wasn't too worried because I believed Coach to be a company that took great pride in their product and also one whom valued those who spent their money on their product. I took it to the Coach store in [redacted] in [redacted] where I was told that this actually had happened several times and that there was nothing they could do because it wasn't a hardware problem. They said that unfortunately, they have tried several times and coach couldn't fix that specific problem. They lady was very nice, even seemed embarrassed that there was nothing the company could do to right the situation. I was offered 40% discount off of another product in the store, but why would I choose to spend quite a bit still of my hard earned money on a product that I now don't believe in? What do I do when it falls apart in less than a year? I would rather purchase from a company who makes quality purses that last, and a company who cares more about women carrying around their new purses that are falling apart. I am still in shock that Coach doesn't mind that I am running around with a purse that is coming undone. The rest of the purse looks brand new. What does that say to others looking at my purse? It is certainly not a positive advertisement for the company and their products.

The other option I was given by the clerk (the manager didn't even choose to come over to speak with me after they were approached from the clerk about my situation) was to take it to be repaired at [redacted] and bring my receipt back for a refund UP to $30. Not very convenient for the customer. I also do not completely believe now that that will be honored necessarily. I thought that my purse had a lifetime warranty... not just the parts that apparently fall apart often.

I am very disappointed. I am also sad that my first Coach will be my last.Desired Settlement: I would like a purse that will not fall apart.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint about her bag. We apologize to [redacted] for any upset or inconvenience that she may have experienced during her recent visit but can assure her that our associates are highly trained in customer service and do their utmost to ensure that each Coach customer has a pleasant experience. 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 thistime frame, repairs are on us. Since we must consider these evaluations on a case-by-case basis, we invite [redacted] to send her bag back to Coach for an evaluation. As a courtesy, we will email [redacted] a return label. [redacted] would need to include a note with her address, daytime phone number and email address. She may include a copy of this correspondence for her reference. [redacted]C O A C H

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and am mailing my bag to them and will await their response/action in order to determine if I find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: on February [redacted] I placed an on line order the item was $158 dollars, the following day I received an email saying this item was not available and my order was cancelled, no other information had been provided at that point. I tried to the same item in a small but my merchandise credit (that I used on the original order) had no value on it. I contacted customer service and asked them to send me a size small, since they still had my money, I was told to call an 800 number that was provided to me and that they could place m order. I called the customer service team expecting them to help me but was told there was nothing they could do since they do not put money back on the original card but mail you a new one and that comes in the mail, I explained that I had been trying to order this item for a while but it kept selling out of stock. I do not think it is right that they charge you for an item that they do not have, and I do not under stand why they do not contact you and tell you the item is out of stock can we send you something else, if not you will get your credit mailed to you and it may take a while. I contacted them again to let them know how upset I was because they still had $158 dollars of mine and could do nothing to assist me, but they never responded to me, I still have not received my credit back and I just want the item in a small. I can not understand in 2014 why they could not just issue my merchandise credit over the phone or send me another size. order # [redacted]Desired Settlement: Obviously I want my merchandise credit of $119 back and I am sure it is on its way via snail mail, but I want them to know how upset I am with this process and lack of customer service I received.

Business

Response:

Dear Sirs,

Review: My boyfriend and I recently celebrated two years being together, and he got me a [redacted] watch from a Portland, ME Coach store. My boyfriend was told, upon purchasing the watch, that he could get the watch sized anywhere because it has a two year warranty and if I did not like it that he would be able to return it no problems at all. After we had made it to a place where we could get the watch sized to my wrist, a couple weeks later the watch fell apart. We brought the watch back into the store to be fixed and they said they could not fix it and would purchase me a new watch to replace the broken one. They charged me the difference in sales tax from prior to October [redacted] tax change and after the tax change, which I am not sure whether or not that is legal by itself because the store said they were purchasing a new watch for me. After receiving the new watch in the mail, we went back to Coach to get it sized directly at the store. We got back to our college campus and an hour later the watch came apart again. I called up Coach and told them it broke again and they said it was too bad and that I was not going to be able to get a refund. We went to the store anyway hoping for a different answer and the store manager told us she was not allowed to give us a refund even though her employee falsely informed us that we would be able to originally. She told us the warranty was null and void because the original watch was sized somewhere other than coach, even though the second watch was a new transaction. She admitted that the watch was defective and still told us she could not give us a refund. The watch was around $230 that we are not going to be able to get back. Right before we left the store, she changed her mind and told us that she could have [redacted] ship us a new watch because it has a two year warranty. To me she was not being nice nor was she holding to anything she was stating to us.Desired Settlement: We would like a full refund, and we are not interested in any Coach products because of how we were treated and manipulated.

Business

Response:

Dear Sirs,

Review: I made a purchase which was returned to Coach.com. The return amount is 634.41. It was refunded to a credit card which I had originally used for the transaction but has since been closed. The bank which held the credit card no longer has access to information on me since the credit card was closed some time ago. although Coach's customer service on the phone has been polite, it has been two months almost that I have been trying to locate my return. The item is [redacted] from order [redacted]. I have had the bank (Chase) call Coach.com to explain the situation and I have called several times this week and left messages with [redacted] (Coach [redacted]) to help me and my calls were not returned as promised.Desired Settlement: Refund mailed to my house by Coach.com

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 of the complications [redacted] experienced with her recent Coach Factory order returns.

We have looked into this matter, and, as per our return policy, we promptly issued the requested refund back to the original form of payment. The refund was applied to [redacted]’s Master Card and accepted by [redacted] Bank. In order for Coach to issue a refund check to [redacted] would need to return the full amount of the refunds, totaling $1,374.29, back to Coach. We were advised by the bank that [redacted] should contact them directly to further expedite the process.

We sincerely apologize for the inconvenience, and we look forward to welcoming [redacted] into our stores 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 their information is completely incorrect! I keep going over the same issue and they are not listening. To be very clear the return is on ITEM [redacted] from ORDER [redacted]. I have been saying this in the last 50 emails and phone calls! A credit was issued to a CLOSED CHASE credit card account ending in [redacted]. I had three returns all credited on 8-**/13. Two of the credits went to a ** bank card which are not the problem. The missing credit of 634.41 went to a CLOSED CHASE account. It has been closed for such a long time. I stated this in the return instructions very clearly. ONE return is missing of 634.41.

I am so frustrated. I have been calling and emailing for two months! Please take the time to READ my complaint. Check the numbers I am giving you. Coach should be able to financially track exactly where this credit went. It went to Chase and since it was closed the money didn't go through. Chase bank called Coach representative [redacted] on 10/*/13 explaining no credit went through and coach was supposed to issue a check to me in the amount of 634.41.

They say their customer service is excellent but they have given me the runaround for two months. No one is on the same page and no one seems to read through the emails and do the fact checking.

Sincerely,

Business

Response:

Dear Sirs,

Again, we sincerely apologize for the inconvenience [redacted] experienced with her Coach Factory returns. However, [redacted] confirmed with our customer service department that – as instructed in our last response – she spoke with ** bank, and ** bank confirmed receipt of the refund from Coach for her purchase. Consequently, ** bank will send her a refund check in the amount of $634.41.

Review: I placed an order from coach factory website. Order Number [redacted]. When I order these item, it said it is still available online. But today I was told that this order was cancelled because this product were not available. As a famous company, keep tracking your product should not be a problem at all. This is the second time my order get cancelled because product were not available. Just ridiculous.Desired Settlement: Please deliver my order, or compensate me for your failing to track your stock status.

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 of the complications [redacted] experienced with his recent Coach orders.

We have looked into this matter and, unfortunately, we needed to cancel [redacted] order because the requested item is no longer available. While such cancellations are regrettable and rare, orders on [redacted] cannot always be guaranteed due to high demand and limited inventory. This information is posted on all Coach Factory invitations. [redacted] credit card was not charged for this purchase.

We apologize for the inconvenience, and we look forward to welcoming [redacted] into our stores 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I received the coupon code from coach.com via email, said there was a 25%off using this coupon. I tried to place the order with that coupon code, however failed. Then I called the customer service, see if they could place the order, and they say no. Because they didn't see the coupon code under my name, however that is exactly the same email, which I got the that coupon, connects with my account on coach.com. I asked if they could check that since I received the email everyday reminding me that I got that coupon! Still, they say no, they just don't see the coupon under my name and they don't want to check why! And they said, if I want to order the products without the coupon, that's OK. How ridiculous, then why are they sending out those coupons to allure the customers to their website?If you don't want the customer to order your product with discount, then don't send the FAKE coupon, please .Desired Settlement: I would like to know why that happened, and for now, I don't really want to get that coupon, I just need a explanation and apology.

Business

Response:

Dear [redacted],

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 while attempting to use one of our promotional coupons.

I have looked into this matter, and it appears [redacted] was not able to use the coupon because it was registered to a customer by the name of [redacted]. For the protection of our customers, we will not allow transactions to go through when the information entered does not match the registration information in our system.

However, as a one-time accommodation to [redacted] for the confusion, we have extended a 25% discount under [redacted]'s account. To redeem this discount, [redacted] can call our customer service line during normal business hours at ###-###-####. Since this discount is registered to [redacted]'s name and address, she should have no issues redeeming it towards any new item purchase.

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

Kind regards,

Review: On November *, 2015, I purchased 5 items on CoachOutlet.com for a total of $414.37 (using 5 prepaid gift cards) and received an email order confirmation from Coach that the order was confirmed and the prepaid amount on the 5 gift cards were immediately taken out when the order was processed successfully online. However, Coach cancelled my online order without notifying me of the cancellation. Then, 47 days later on December **, 2015, I received a gift card of $66.77 and a check of $160.72 from Coach as a refund of the cancelled order [redacted], but $186.88 was still missing from the cancelled order, so I called Coach on December [redacted] 2015 at 2:30pm to ask for the remaining refund of $186.88. Coach refused to refund the remaining amount of $186.88 back to me claiming that the money was already refunded to a credit card ending in [redacted], which was not even my credit card. I explained to Coach that I need the $186.88 back, because they have refunded to the wrong person; however, Coach claimed that there is nothing they could do to get my money back and there's nothing more they could say to me.Desired Settlement: Refund the remaining amount of $186.88 back to me

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her recent order. 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 have reviewed the provided documents on [redacted]’s order. Our records indicate [redacted] was notified on 12/**/2015, by Coach’s Customer Care Department, a Coach Merchandise Card will be mailed to her address and delivery can be expected in 10-12 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The Coach Rep informed me that I would receive a Coach merchandise credit within 7-10 days, so now they have extended to 10-12 days? It's been exactly 2 months (as of today, January [redacted]) since Coach cancelled my order, and Coach is still taking their time on refunding me the remaining amount of $186.88 that they took from me and initially rejected to refund to me. How is this satisfactory?

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. Our records show [redacted]’s Coach Merchandise Card was shipped on 12[redacted]/2015. Coach provided [redacted] an estimated timeframe for delivery, as the expected standard mail delivery time in the United States is two to eight business days. We invite [redacted] to contact Coach Customer Care at ###-###-#### with any questions or concerns.

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 bag (City Bag) on Sept ** 2013 at the Coach store in [redacted] in Burlington, Ontario, Canada. I paid $314.14 including taxes and still have my original receipt.

The piping on the bag has worn to the point where the bag looks terrible and I feel like this is a manufacturing issue. I've had many bags over the years (and used them for much longer than this bag) and have never had anything like this happen.

I contacted their customer service about this issue and sent a picture & they just sent me a standardized email saying that they do not refurbish bags and they do not offer any warranty beyond 1 year, so I am basically out of luck. I replied back asking what they would suggest that I do at this point, since they don't seem to have any options for me and they did not respond at all...now they are ignoring me.Desired Settlement: I would like them to address this issue, as it is very clearly a product quality problem. I would like either a refund, a replacement, repair or a store credit. I just want them to stand behind their product and not ignore customers with legitimate concerns.

Business

Response:

Dear Sirs, We are in receipt of [redacted]s Revdex.com complaint about her bag. 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. Beyond the warranty period, we provide repair services at set fees. Per Coach’s email correspondence, [redacted] may take her bag into her nearest Coach store or mail her bag to Coach for an evaluation. As a courtesy, we have emailed [redacted] a return label on 11/**/2015. [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].As they instructed, I visited the store and the associates there took the bag to have it shipped back for repairs. I am optimistically awaiting the return of the bag, hoping that it looks much better than it currently does. I am glad that in the end, Coach was willing to do these repairs.

Sincerely,

Review: I sent a purse for repair to the Coach facilities due to a broken strap, only to have the purse returned to me not fixed and with a note offering me 40% off a new purse purchase. When I purchased the purse, Coach provided a lifetime warranty with the purse. Coach then changed the policy in 2014 and is now applying the new policy to a purchase that predates the new policy.Desired Settlement: I would either like my purse to be repaired to be refunded for the purchase price of the purse.

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

Review: I purchased 2s Coach purses in Miami FL while visiting from your Coach store there and upon arriving home and unpacking the items discovered that the black purse I purchased did not have the tassels. The cognac purse does. The style of bag I purchased was the Legacy Duffle in Leather. I am so disappointed and upset. I wanted what I paid for. Nothing more.Desired Settlement: I would like to have a purse with the tassels on it. Thanks!

Business

Response:

Dear Sirs,

Review: On November *, 2014, I purchased a handbag and a necklace from Coach.com. I received my tracking information and was waiting for delivery of my shipment on that day which was November **, 2014. The day came and went and I never received my package. I tracked the order using the tracking information that I had been given and per the [redacted] website, my package had been left at the front door. I had left home earlier in the day but my husband and daughter were both home so if [redacted] would have come, they would have signed and received the package. Nevertheless, I checked around the front porch and checked with the neighbors that I know, no one had the package. I called Coach and they told me to do the things I had already done. Check around the porch, check with my family, check with neighbors...I advised her that I had already done all of this. I asked her what was supposed to happen. I wanted to know what my options were. The order was $838.94 and I had nothing to show for it. I asked if they were going to refund me. She said no. My only option was for Coach to reship the order to me. She proceeded to say that I would not be able to return anything under any circumstances. I expressed my displeasure with this. I was basically stuck with this order even if I didn't like it or it was defective, because they had to reship it. NOT ACCEPTABLE AT ALL. I told her to reship the order. I received it and didn't really like the purse. I was more upset with Coach's lack of customer service. I didn't want anything from them. I proceeded to call my credit card company to file a dispute. Oh and the purse and necklace are packed up good as new...well because they are. I don't want them. I even returned another order that I had placed a day or two before this lost package incident because I do not agree with the way I was being treated. I have been a Coach customer for many years but no more. How are you going to punish me because I did not receive a package? You reship it, fine. I expect that or a refund. What I did not expect was to be told that that was my only option and that once I received that one. That was it. I was stuck with it. What is this? Are we living in China? I am so disgusted and upset that I plan on making as much noise about this as I can. Oh and I have since gone to Louis Vuitton and purchased another handbag. I received wonderful customer service as I always do when I visit or shop with Louis Vuitton. They also stand behind their products and don't punish their customers for things they had nothing to do with. I don't know how the credit card dispute will end but whatever happens, I WILL BE VERY VOCAL. I am a member of a very popular purse forum and will share my experiences with them. I also will use social media and post on other websites. Shame on you Coach!Desired Settlement: I want to return the handbag because I don't care for it now that I have seen it in person. I don't like the necklace because it easily comes undone. Most importantly, I don't want to me made to feel as if I have done something wrong because [redacted] lost a package or delivered it to the wrong place. You don't tell customers "your only option is..."

Business

Response:

Dear Sirs, We are sorry to hear that [redacted]’s [redacted] package was stolen. Because Coach takes pride in its superior level of customer service, and also takes pride in demonstrating that each Coach customer is valued, we offered [redacted] an one-accommodation in sending her another set of goods free of charge. Coach provided [redacted] with over $775.00 worth of free replacement goods even though it was not Coach’s responsibility to replace [redacted]’s stolen package. After an accommodation of this sort has been offered, it is against Coach policy to then provide a refund for the second set of goods because the customer has not paid for those goods. We cannot refund [redacted] for items she did not purchase. These items were purely sent as an accommodation [redacted] because we were sorry to hear about her stolen package. Our records indicate [redacted]’s chargeback was received on 11/**/2014 and re-sent again on 12/**/2014. The credit card company favored [redacted]. Again, we are sorry to hear that [redacted]’s package was stolen, however we feel that our actions adequately addressed [redacted]’s complaint. [redacted] has the replacement order and will receive a credit from her bank totaling $838.94. We consider this matter closed.

Review: Hi everyone:

Here is [redacted]. I purchased from "[redacted]' on June *, 2014. The order number is [redacted], and the amount is $1007.09

After my order was cancelled, Coachfactory send a check to me. However, the check isn't work .

Since I used gift card to purchase at the time, I didn't have to wrote the billing information exactly as my bank account.

So I wrote my prior contact information as the billing information.

You know, Most of immigrants have a nickname which different from their legal name for better social contact .

At my workplace, people call me "[redacted]", that is why the billing name on the order is " [redacted]".

My legal name is "[redacted]". You can tell, That's why the check is not work for me .

I tried to contact the service ###-###-#### a lot of times. Unfortunately, no one want to help me out.

I can not afford loose so much money! Maybe they send a check to me instead of send gift card as usual for security purposes.

But that doesn't make sense there is no way to change a word for a special condition.

I used gift card to purchase, send a gift card back to me is a fair way , right?

Besides, on their website, there isn't notices that they will send a check to customer .

Please help me out from the bad situation, thanks a lot!! [redacted]Desired Settlement: They can send a equivalent gift card to me, or change the name to " [redacted]" and send a check to me.

Thanks!!

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 hope to amicably resolve [redacted]’s complaint.

As requested by [redacted], we can send a new check to reflect his legal name; however, for security purposes, [redacted] must provide proof (e.g., a bill or photo ID) that links his legal name to the billing address.

If [redacted] is unable to provide such identification, we can ship two merchandise credits that equal the purchase amount of $1007.09. I kindly ask that [redacted] contact me directly with his preference at [redacted].

We hope this provides [redacted] with helpful options and helps to resolve this matter.

Kind regards,

Review: [redacted] - Product didnt reach as committed in ads by Cach before Mothers day

I ordered my wife's sunglasses on behalf of my daughter online. MY order number was [redacted]. Coach committed timely delivery before May ** and they have promotion going for free shipping. I ordered and received UPS tracking number [redacted] that says deliver on Friday May [redacted]. I didnt deliver my packet and got call from NY Coach store that by mistake they have received packet and they will deliver it through overnight shipment. When I called the customner service and talked to [redacted], she told that I will not receive packet today and Coach is not responsible for it, UPS is. They ruined my kids surprise for their mom and not only that caused lot of anxiety for my kids and myself but it caused me more money by purchasing new gift for their mom.Desired Settlement: I am expecting COach to compensate me for the extra amount I paid for Making my wife's Mother day celebrations

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 of the complications [redacted] experienced with his purchase for Mother’s Day.

As a one-time accommodation to [redacted], we have shipped a $25 Coach merchandise card to his home address. The merchandise card should arrive in 3-5 business days.

We have duly noted [redacted]'s concerns and will take this as an opportunity to improve upon our communication with customers.

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

Kind regards,