Coach, Inc.

Review: Hi,I purchsed the bags with gift cards on Coachfactory.com on January **, 2014,it was signed by Sun who I don't know this man on Friday, 02/**/2014 at 10:16 A.M,but I didn't receive this package at all.And I contacted Coachfactory customer service many times,they asked me to look for it,but I looked around and can't find it,I asked that they can ask UPS to help me look for it,we can look for the package together,but UPS didn't contact me,then they asked me to contact bank,as this gift card was bought by my friend,he helped me contact bank,bank told him that they can't dispute the money,need me contact Coachfactory. Coachfactory refused to solve my problem,and didn't help me find my packageCoachfactory refused to solve my problem,and didn't help me find my package.I only want my package,or my money.It's not my responsibi**ty for taking on the loss as a consumer.Now they can't solve my problem,but where is my money?.Can you help me?Thanks.my coachfactory's account [redacted] order [redacted] #: [redacted]Desired Settlement: I need refund my money or help me find this package.Thanks.

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 sorry to hear of the complications [redacted] experienced with this recent Coach Factory order.

Since our UPS shipping records confirm that [redacted]’s order was correctly shipped to the requested address, we are unable to issue a refund for this order. We strongly encourage [redacted] to discuss this matter further with the credit card company **nked to the card used for this purchase.

We sincerely apologize for the inconvenience.

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]

Dear Sirs,

Coach asked me to contact Bank,but I have contacted the bank **nked the gift card before contacting you,the bank told me that they

can’t dispute the money because Coach didin’t agree it. They are passing the buck.

I have purchased many times on coachfactory.com,it was the only time that I didn’t receive this package.

At the mean time,I have contacted the COACH many times,they said that the package was signed,Ok,if they can prove the package was

signed by the right man,Please let me know which man,I don’t want to know the name,I can see it online,I only want

to know who,please take him to the place I left,we can meet face-to face.Thanks.

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

Sincerely,

Business

Response:

Dear Sirs,

[redacted] can access all of the shipment details, as well as obtain the Proof of Delivery, on UPS.com using the following tracking number: [redacted]. Unfortunately, we are unable to provide further assistance or accommodations since this package was signed for upon de**very to the correct address. We apologize for the inconvenience.

In **ght of the forgoing, we consider this matter closed.

Best,

Review: The Coach store in [redacted] is advertising a "croc finish Leather bag" for $58.00. When we attempted to purchase it we were told they didn't know anything about it and they didn't have any in stock. The sales person looked it up online and found it there but the price was significantly higher. We told her they had to honor the advertised price and we would like to place an order to be shipped to our home and we were told they would not do that. I contacted the the Hawaiian Department of Consumer Products and they told me Coach had to honor the prices of all advertised products. I went back to the store and advised the sales person of this and she then spoke to her District Manager who said they would not honor the price.Desired Settlement: Sell us the product requested at the advertised price.

Business

Response:

Dear Sirs,

Review: TO [redacted] I BOUGHT A MENS WALLET ABOUT ONE YEAR ANS 16 DAYS AGO. THE WALLET HAS BEEN GOOD AND STILL LOOKS GOOD BUT THE LINER HAD COME A PART ALSO THE STICHING HAD COME A PART FROM THE INSIDE. IT LOOKS LIKE THE LEATHER HAD BROKEN. THEN I WENT TO MY LOCAL COACH STORE IN BRENTWOOD [redacted] /COOLSPRINGS TN THEN I GET TO MEET [redacted] AND I KNOW HERE FROM A HANDBAG ISSUE THAT MY WIFE HAD I SHOWED HER THE WALLET AND SHE SAYS IT NOT REPAIRABLE AND WE HAVE NO GUARANTEE OR ANY TYPE OF WARRANTY AT ALL, HOWEVER, ACCORDOING TO CUSTOMER SERVICE COACH OFFERS 2 YEAR GARANTTEE ON THEIR PRODUCT SUCH AS WORMAN SHIP, STICHING AND NOW MR I NEED TO SHIP YOU THW WALLET STAIT TO YOUR OFFICE, THEN YOU WOULD DETERMAN THE EXCHANGE I AM SICK OF THE TREAMENT BY [redacted] TREATS MY WIFE OR ME. THIS IS NOT ABOUT THE 180.00/ IT IS THE POINT OF THIS, GARRANTEE AND I NEED TO BE EXCHANGED I WANT TO KNOW WHY [redacted] TREAT THE GRILS THAT WORKS WITH MY DIFFERENT THEY HAVE EXCHANGED THING BEFORE THAT WERE REFUSED BY [redacted] WHEN I WENT IN THE PASS, ALL I NEED IS YOU GUYS TO STAND BEHIND YOUR GUARANTEE AND EXCHANGE MY WALLET THANKSDesired Settlement: EXCNAHGE IT ,

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint about his Coach wallet. As you know, Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service. We strive to make products of the highest quality and to ensure that every Coach experience is a positive one for our customers.

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

Coach does its best to make sure you'll be satisfied with every purchase... [text omitted] … 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 Coach product 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 type and extent of usage made of the bag.

I have reviewed our repairs specialists’ notes on [redacted]’s wallet and note that the following assessment was entered into our repairs database: "Dark stains on front and back, customer wear and damage." Our repair specialists’ note that the wallet was heavily worn. Coach considers this kind of damage to be attributable to normal wear and tear and it is not covered by our guarantee. In fact, in most instances, it would be impossible to repair this kind of wear on a wallet.

We do not provide exchanges or refunds for used merchandise. Our notes indicate that we have already accommodated [redacted] by providing a merchandise credit in the amount of $434.81.

Counsel

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:

[Your Answer Here]

THAT INFO IS WRONG ,

never got one penny on this wallet AT ALLLLL, and there is no stainsON IT AT ALL,

TO THIS DAY THAT IS NOT CORRECT INFO, THA WALLET LOOKS NEW BUT THE LINER TOUR , SND STICHING BROKE APART

GIVE ME AN EAMIL ADDRERS LET ME EMAIL U SOME PICTURES OF IT.

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 Revdex.com complaint about his wallet. We are sorry to hear that [redacted] is unhappy with his Coach purchase. We note that the merchandise credit previously provided to [redacted] was in connection with another item.

In order to evaluate [redacted]’s wallet, we would need for him to send it to our Jacksonville Repair Facility. Where possible, our expert craftsmen will attempt to repair any Coach product if needed. [redacted] may bring his wallet to any Coach store and the store will send the wallet to Jacksonville. The store will charge a $20 shipping fee; however, we are happy to waive this fee. [redacted] can tell the store associate that [redacted] in Customer Service agreed to waive the $20 fee.

[redacted] may also send the wallet directly to our Jacksonville facility at:

COACH

Attn: Repairs

However, if [redacted] does not wish to part with his wallet, we can reimburse him up to $40.00 for an outside repair if he provides a copy of her repair receipt to Coach Customer Service at the address below or via fax at ###-###-####:

Chairman’s Office Customer Support

We hope that this provides [redacted] with some options, and helps to resolve the issue.

Best regards,

Counsel

Coach, Inc.

Review: I bought a coach lady's bag online from www.coachfactory.com. When I recieved this bag, it was heavly broken. It is new and unused which can be identified from the apperance. But it was totally damaged and can not use. I brought the bag to the local coach factory outlet. Although in the website, invoice and terms and conditions coach all mentioned that the items bought online can be returned to any local coach store. But the local coach factory outlet does not honor this and ask me to send it back directly to coach company. I did so. But coach company refused to replace, repair or refund me the bag in spite that clearly I recieved this item in a damaged condition. I sent back the product to them for three times with letter stating the situation. But they send me back the damaged one all the three times. I think I did all that I can. Therefore I have no choice but report you.Desired Settlement: Refund me fully

Business

Response:

Dear Sirs,

We are sorry to hear that [redacted]’s is unhappy. We would ask that [redacted] send the bag to us for our records to:

Because Coach takes pride in its superior level of customer service, and also takes pride in demonstrating that each Coach customer is valued, on receipt of [redacted]’s damaged bag, we can send [redacted] a replacement bag free of charge. However, since the replacement bag is sent to [redacted] as an accommodation, it is against Coach policy to then provide a refund for the replacement bag. [redacted] will not be able to return/exchange his replacement bag.

We look forward to welcoming [redacted] into our stores in the future.

Best regards,

Counsel

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:

[Your Answer Here

I already sent the bag back two week ago by usps. You should already received it.

The track no. is [redacted].

Once you have the track no. for sending. I will close the case

Thanks

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

Sincerely,

Business

Response:

Review: The strap of the wristlet purse I bought at a Coach store frayed and tore at several places after less than a year of normal usage. When I showed it to a clerk, she said they were only made to last for a year or less. She offered ten percent off a new purse. I declined, mostly due to her surly tone. On 9/**/14 I emailed the company describing the problem. They replied with a copy of their warranty which allows repairs for certain purse parts, not strap replacement. So I did not send the purse to them along with $20 so they could look at it and return it, since it was a strap issue. I then expressed my disappointment to the Customer Service department by email. On 9/**/14, [redacted] emailed back to me that she would be happy to personally assist me and I should call her at ###-###-#### X [redacted]. I called four times within the next week and left voice mail messages for her. I also emailed to her asking the best time to call. I have had absolutely no response. Most of my friends are shocked as I am that Coach products are such poor quality and so is their customer service.Desired Settlement: a replacement purse or strap for the one I have

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint about her wristlet 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 were sorry to hear that [redacted] is unhappy with the service she received when attempting to review her wristlet with our Coach store and Coach Online Customer Service. We apologize to [redacted] for any upset or inconvenience that she may have experienced during this time 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. Coach takes pride not only in the superior quality of our products, but also in taking the time to create a positive "Coach Experience" for our very valued customers.

As a further accommodation to [redacted], Coach is willing to increase the discount offer to 25% off her next one item retail selection. This discount may not be used in conjunction with any other discount offer.

[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 and let them know that she has a discount noted under her name and address. Customer Service will then place her order and ship the item directly to her

with no shipping charges.

We hope to welcome [redacted] into our stores again the future.

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:

My purse was in use less than a year. Your statement cites a warranty for a one year period. What does that mean? I disagree that your products are high quality and that your customer service staff, internet repair staff and clerks in your stores are highly trained to provide customer satisfaction. That was not my experience with at least four of your employees.

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

Sincerely,

Business

Response:

Dear Sirs,

Indeed, Coach offers a one-year warranty on our handbags, briefcases, and small leather goods. The one-year warranty covers against manufacturing defects and is determined from customer’s receipt. If a customer does not have a receipt, Coach will research the product style number and determine the manufacture and sold date. Our investigation was unable to find a purchase history for [redacted].

We must consider these evaluations on a case-by-case basis. In the event [redacted]’s wristlet was purchased within this year timeframe, we invite her to send her wristlet to our Repairs department for an evaluation. We would be happy to wave the $20.00 processing fee as a one-time courtesy. She may include a copy of this correspondence for her reference and mail her wristlet to the address below:

COACH

[redacted] would need to include a note with her address, daytime phone number, email address and instructions.

Coach is dedicated to our customers’ satisfaction, and comments such as the ones provided are valuable to us in maintaining this commitment. We have given [redacted] a 25% discount off her next one retail item. 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 find that this resolution is at least allowing me to send them the damaged goods as a proof of lack of quality. I see no reason why the company has no purchase history in my name, as I have used my credit card to purchase many Coach items including wristlets for six young ladies in my family as Christmas presents just this past year. I have half a dozen full size handbags of mine own, purchased by my husband as gifts over the years, and never a problem until recently which is probably why I did not save the receipt. I have not been given a 25% discount off my next retail purchase, as stated in the complaint response. It was offered and I declined. I will send the item to the repair address as a next step in the resolution to my complaint.

Sincerely,

Review: I purchased a now discontinued, black and silver signature large hobo style bag at a Coach outlet store north of Seattle in Washington state on **July2011. The number stamped in the purse label is [redacted] – [redacted]. Within the first year of use the zipper would continually catch the material near the zipper every time I tried to open or close the bag. Eventually, the material holding the zipper tore appx 2 inches along the zipper.

I put the purse away and did not use it for a about a year and then ended up moving across the country. I located a coach outlet here in DC to have the purse repaired and was told I had to pay $20 for them to ship this defective item. I was told that if they were unable to repair the item they would give me a discount on a new item but the sales rep nor her manager could tell me the amount the discount would be at that time. I requested to have my purse returned to me in that event, as it is the purse I wanted & thus purchased originally.

I received a letter numbered [redacted] stating that "after careful evaluation, our craftsmen have determined that we are unable to repair your item" and offered a 40% discount on a FULL price coach purse purchase in the future.

I called customer service stating that this was an unsatisfactory solution as I had gone to an outlet store for a discount and the best value and purchased the bag that I desired. Now they were saying that my bag is discontinued and they want me to go to a full priced store in order to buy a different design at a 40% discount. The representative, named [redacted], said that they determined the purse to be four years old but I advised her that I had not had the bag that long and subsequently cannot access the receipt as it is in storage across the country. She said the notes stated that the bag was in extremely good condition and if I had had it less than four years, it should be under warranty. I do not have access to the receipt for this purchase, as it is in storage in Seattle, but assume that Coach Inc's records should show the sale date for my specific bag item #[redacted] – [redacted].

I am NOT a heavy shopper and have no interest in going purse shopping & certainly not at a full priced store when I have the bag that I like & originally chose as a birthday gift purchased on a girlfriend shopping date.Desired Settlement: I would like my bag repaired at the cost of the original $20 I was charged to return the bag to Coach

OR the bag repair paid for by Coach. It is simply a new zipper installation.

Thanks you for Your assistance in satisfactorily resolving this issue!

Thanks milions!!

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 [redacted]s feels we fell short of those goals.

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.

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. 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.

I have reviewed our repairs specialists’ notes on [redacted]’s bag and note that the damages were attributable to age and normal wear and tear, and such damages not covered by our guarantee.

However, as a one-time accommodation to [redacted]s, we can refund the $20 repair fee as well as offer one of the following accommodations:

1) We can convert the 40% discount into a merchandise card worth $50. This merchandise card can be redeemed at any Coach Retail or Factory store; or

2) We can reimburse [redacted]s for up to $35.00 or the cost of repairs done by a local repair shop.

I kindly ask that [redacted]s email me directly with her preference at [redacted]. We hope that this provides [redacted]s with some options and helps to resolve this matter.

Kind regards,

Consumer

Response:

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

Sincerely,

Review: Coach cancelled my order # [redacted] on February *, 2016 and said that they would refund the total of $461.30 back to me, but I reviewed my back statements today and still haven't received the refund! Please refund the $461.30 back to me ASAP!Desired Settlement: Refund $461.30 payable to Yat Tam Jim

Business

Response:

Dear Sir,Our records indicate a refund in the amount of $153.12, was issued on 02/**/2016 to the purchaser to the MasterCard ending in [redacted] and $130.04 to the Visa ending in [redacted]. Also, a merchandise card in the amount of $178.16 was mailed on 02/**/16. We ask, if the purchaser has not receive the merchandise card, we request the purchaser to contact Coach Customer Care at ###-###-####, to have the card reissued.

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]

Those are not my credit cards! I don't know who you refunded those amounts to, but they were certainly not me! I also did not receive the merchandise credit. Can't you just refund the entire amount as a merchandise credit card to me? why are you dividing up the total?

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

Sincerely,

Business

Response:

Dear Sirs, Our records show J[redacted]’s order was canceled on 2/**/2016 and the refund was completed to the original form of payment. Since [redacted] is unable to confirm the credit, Coach will reverse the credit and mail a refund check to [redacted]’s mailing address in the amount of $461.32. Delivery can be expected within 10-12 business 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]this is not resolved until I receive the refund check. thank you!

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

Sincerely,

Review: My complaint regards to the Coach repair service Jacksonville, FL 32218 poor communication and service. I sent a defective Coach bag to repair and discarded by the Coach repair service department without notice.An female associate explained to me (on the 1/**/2014 between 11:50-12:10 am at FL time) mail was returned back to them because "undeliverable" and they only can keep the bag for 30 days)base on the company's police. She said they never send the e-mail to customer to notice they are going to discard bag.She also said why You did not call back to check the status. Her supervisor (*) th[redacted]en force me to accept one out of two choices: A; a merchandise card with a value which I do not think enough to buy a replacement since I purchased the original one on the Black Friday with special promotion price. OR Choice B: take the defective bag back without any compensation. I am very disappointed their service. I have the following questions for them as the following: 1. How could I know they only hold my item for 30 days before discarding? 2. Why They only sent advertisement to me but did NOT send service notice to me by email ? 3. Why I was asked for my e-Mail address on the repair service request form if they do NOT send email to customer which I thought was related to service purpose only? 4. How could I know my item was discontinued and how could I know I have to call in a month to check status even it is indicated on the service form about "please allow 4-6 weeks for repair processing time"? If it is conflict between 4-6 weeks repair time with one month holding original item time? When you expect me to check the status? If I called on 5 weeks, did I still have the choice to keep my original item ? It is your product did not meet Coach's quality , repair service department should try the best they can to save the company reputation, did they??????Desired Settlement: 1.Answer my questions as the above;2. Send the evidence about the undeliverable mail ( need to be a post office stamped envelope );3. Find out if my original item still in somewhere by the chance since this product has been discontinued. ( my reference number is [redacted]). If it is available, return back to me with reasonable value gift card because what I paid for is more than by a defective product.4. Remove my name from their advertisement e-mail deliver list since I never agree with it

Business

Response:

Dear Sirs,

Review: On 10/*/13 a Coach bag was returned to the Coach factory in Jacksonville Florida- It was delivered to their warehouse in Jacsonville florida 11/*/13. I did NOT recieve the credit for the returned bag as of 12/**/13. I have called and spoke to over 25 people in their customer service department and every single person gave me a different answer as to the whereabouts of my credit? Currently, I have no bag, no credit and a very very lousy customer service staff with no manners and no help what so ever ###-###-#### is their telephone number. I waisted over 40 hours of my time trying to resolve this matter only to find out that they charged my American Express for $798 instead of a credit???? This is quite upsetting and quite unacceptable! What a LOUSY COACH SERVICE!!! I will never EVER deal with the COACH company ever again nor will my family and friends. I feel disciminated against by the staff and I feel that there is a major fraudulent pricess giving to the consumer. I am requesting a full credit to my American Express and I am requesting a compensation for the 40 hours that I spent trying to resolve this issue and I am of course requesting the bag that I returned back to me!!!!Desired Settlement: A full credit for the bogus charge to my American Express $798. A compensation for my 40 hour time of calling their customer service ###-###-#### with no help what so ever. Returning the Bag that I sent back to them or a full refund- not charge- to the returned bag style [redacted].

Currently I have no bag, no credit and lots of clueless coach customer service staff!! ###-###-####

Business

Response:

Dear Sirs,

Review: I purchased a Coach purse and in 6 months the strap broke, and I only used this purse once a month. When I returned the purse to have them fix it, they said it was $20.00 to ship it. Which I paid. Coach sent the purse back to me and unrepaired with a 40% coupon to spend at and coach store, not outlet. I don't have any desire to spend another $200.00 on a purse that last 6 months and if its need to be repaired pay $20.00 to sent it in and get it back unrepaired. When It actually costs $5.00 to ship. I would like a new purse similar to the one I purchased and you can have you coupon for 40% back. I am already out $20.00 shipping. plus the cost of the purse to begin with.Desired Settlement: I would like the $20.00 shipping fee, plus another purse similar to what I had already pursed or my money back. I am not interested in any coupon or discounts to purchase another Coach 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 wear 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 the strap. 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. Coach issued a refund for the $20.00 repair processing fee. A refund check for $21.20 was mailed to [redacted]’s address on 4/**/2015. As a further accommodation to [redacted], Coach is also willing to convert her 40% discounts into a Coach Merchandise Card for $74.00. 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]. Customer Service will mail the merchandise card to [redacted]’s address. 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: I received a call from Coach factory store of [redacted] on Tuesday, they said I have a 20% coupon that can be used any time I visit their factory store. I went to the factory store on Thursday by 40 miles driving, and they said there is no coupons for me, and can't find in the system, I told them I received a call, they just said no coupon. The most important thing is this is the second time they did the same thing to me.I can't bear this anymore, I need them to know, client can't be treat like this.Desired Settlement: Need them to explain and pay me the miles.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint. We apologize to [redacted] for any upset or inconvenience that she may have experienced during her recent visit but can assure her that our associates are highly trained in customer service and do their utmost to ensure that each Coach customer has a pleasant experience. Our records indicate [redacted]’s profile was linked under her husband’s name. The store manager, [redacted], contacted [redacted] and addressed the confusion. We hope this response addresses [redacted]’s concerns. We value [redacted]’s business, and we hope that she decides to shop with us again in the future.

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 bought a "nice" coach product (water buffalo slim billfold wallet) as Christmas gift for my boyfriend last Dec and there is some serious quality issue of that wallet already. So I sent it back for a repair evaluation and received the email confirmation saying "if the item is defective and we cannot repair it, we will replace it or provide a merchandise card if item is not available." After a few weeks, coach sent it back saying they can't repair it. However, they didn't fulfill their promise of either replacement or refund. I contacted coach customer service again by email and the non-caring response I received makes me feel cheated. They tried to offer me a 40% off discount to buy other product and expect me to disregard the brand-new one that I'm holding now. Well, how could you expect customers to make purchases again if you don't fix your defective product first?! As a customer who owned quite a few coach products, I'm very embarrassed and disappointed. I tried to contact customer service again confronting their repair policy but the representative refused to answer me directly by repeating that 40% off discount.

Reference number [redacted]Desired Settlement: I'm asking no more than what coach repair policy stated: a replacement of this defective wallet

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.

As a one-time accommodation, we will honor [redacted]’s request and will ship a replacement billfold of the same style to the original ship-to address. The replacement item should arrive in 4-5 business days.

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

Kind regards,

Consumer

Response:

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

Sincerely,

Review: I have been purchasing Coach merchandise for quite some time now and I am sure everyone knows its NOT cheap! I am not well off and save my money but have spent thousands of dollars there because it is my product of choice (not any more). I sent my purse in from the material being defective out for repair or refund. I only called the store in the mall to see if the merchandise arrived at the warehouse yet, not to see if they have a final outcome, and was told that it would take 4-6 weeks to get any kind of info. After rearranging my words and getting the "[redacted]" to understand all I wanted was to see if the merchandise had gotten to the warehouse, she finally looked into it and gave me the info that it in fact was. I waited patiently for a response or outcome of the concern, and received an email letting me know I had received the credit that I was free to use once I received it. I called the store yet again to find out if I could use the credit in the store before I received the actual card with the credit on it. I was told that I would have to wait until Monday (It is Wednesday) to use the credit and would have to wait until I received it. I wanted to see if they could hold a specific item for me knowing I had a credit so I could purchase the item. I then asked if I could speak to the store mgr. to see how long they could hold it for. The Store Mgr. then got on the line and VERY RUDELY said "I don't know why you would need the bag held for longer than 2 days seeing as the credit will be released to use in the store within 48 hours". I then said ok well now that I know that, I don't need you to hold it longer, and that the previous sale rep did not inform me of that. She then told me with attitude again "Yes she did tell you that". At this point I have lost all patience and felt from the 1st and the 2nd occurrence that now it was getting to be personal. I feel that I have had better service at a convenient store than at a "High Class" store. Something should be done!

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

I want better customer service from a store that I spend anywhere from $300-$1000 on one bag. This concern is making me NOT want to shop there anymore an go to Michael Kors or Louis Vuitton who would GLADLY accept my money AND concerns WITH A SMILE!

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint. Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service. We strive to make products of the highest quality and to ensure that every Coach experience is a positive one for our customers. Therefore, we are very sorry to hear that [redacted] feels we fell short of that goal.

I have looked into this matter and learned that a customer service [redacted] addressed [redacted]’s concerns on March [redacted]by personally assisting her with the purchase of another baby bag and facilitating a conversation with the [redacted] originally spoke with. Since [redacted] expressed her satisfaction with those accommodations, we trust that this matter is resolved.

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 welcoming [redacted] into our stores again in the future.

Kind regards,

Review: I had purchased a few purses and accessories from the Coach Factory online store. I have purchased many purses from Coach in the past. About 8 hours after I had placed my order I had received another sale e-mail. This new sale was $25 off $150, $50 off $250, and $75 off $350. My order was "on sale" the previous night for an extra 20% off but now that extra 20% was the new price. On top of that they received more off of the total purchase. This has happened to me a few times before with other companies and they had adjusted my bill. I could have ordered the exact same thing as I had for less only hours later. I had called customer service and the corporate office to hear the same thing. All of the customer service members told me "we do not do price adjustments." I could purchase the items again and, at my own expense, return the previous order. Also, I could go to Coach store in the mall to do a return or as the customer service representative stated "where they sell the $500 purses." I do not understand how customer service, after over an hour on the phone, did nothing for me. The Coach store would have only given me an in-store credit. They could have at least offered me a gift card for a next purchase for Coach Factory online because I buy from their online store so often. My family and I have bought from Coach for years. However, I am extremely disappointed with the company.Desired Settlement: I would like for this matter to be resolved. Price adjustments should be something customer service offers. How can a customer feel comfortable knowing they could receive $75 off their exact purchase only hours later?

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]s experienced with her recent Coach Factory purchase.

Unfortunately, our policy does not allow for price adjustments on previous purchases, and, out of fairness for all Coach customers, we can not violate this policy.

We sincerely apologize for the inconvenience, and we hope to welcome [redacted]s into our stores again in the future.

Kind regards,

Review: I purchased a pair of sneakers from coach ( they are telling me it is two years old ) it got a hole on the side of the left shoe. they refused to fix it or replace it. I paid $20.00 for shipping to send it in for repairs to have then send it back to me with nothing done. Now when I took it to the store for them to mail it out. The manager told me she would replace it if she had another one in the store. Coach customer service is telling me nonsense about a third party manufacture. so they are not responsible for repairs. the point is this. I have two pairs of coach sneakers that is much older that the one that is defected, they have been in the washing machine numerous times and was worn a lot more than the newer one and I have NO problems with them, they are still holding strong. The defected one I wore only on special occasions, they look very new and the bottom of the shoe is fairly clean, anyone looking at them could see they were barely worn and in excellent condition, so there is no reason for them to get a hole. Coach customer service refuses to replace them, give me a replacement pair of a different style, or a partial refund. There attempt at a settlement is giving me a 40% or 50% off coupon which can only be used at a full price store, not a outlet or regular department store. that is no saving to me because I can go into a coach outlet store and pay the same price I would pay in the full price store with the coupon. So actually the coupon is worthless to me. I own many coach shoes, pocketbooks ,wallets watch and a key chain.I would not spend another dime in a coach store, I will give my money to another company.Desired Settlement: another pair of a comparable sneaker, partial refund., or fix my shoes, and I am not paying to return it to them again.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s letter regarding the her Coach sneakers. 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.

All Coach products may be returned for a refund if in new condition and accompanied by the original receipt. [redacted]’s shoes were over two years old, and had been worn and used. Wear and tear will vary taking into account the type and extent of usage made of the shoes.

As an accommodation to [redacted], we offered an accommodation of a 50% discount off of any one full-price item. This is all that we are prepared to offer.

Best regards,

Counsel

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:

[Your Answer Here] I will not accept their offer and will never purchase another of their items again. Please have them remove my name from their system, they can keep their coupon. They are no longer reputable in my eyes. Their are too many others business I can deal with. Thank you for trying

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

Sincerely,

Review: On opening day of the Peanuts products 10/**/14, I got up at 4:30 am ct and purchase the Snoopy silver and black barcelet for $175. I received an order confirmation email and a pending charge to my credit card for the bracelet. Later in the afternoon of 10/**/14 I received a Florida Coach call center call to tell me that the bracelet was now out of stock. I told them no, I have a comfirmation email and a pending charge on my credit card. They said one moment please. The Coach service representative came back on the call and stated that they called the ** store and they would be shipping me the bracelet out on 10/**/14. Today, 10/**/14, I receive an auto email that they are out of stock. This is not right. I know [redacted] and will let her know how unprofessional your service is. I am also a member of the Peanuts collectors club and will let them know. Thank you for your time. It is appreciated.Desired Settlement: I want the black and silver Peanuts Snoopy bracelet. Thank you.

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 called on 10/**/13 about a damaged purse I ordered on 9/**/13. I spoke with [redacted], an agent who sent me a replacement of the same item. I asked her what I needed to do with the damaged purse I had received. She told me to either keep the damaged purse, return the damaged purse by mail to Coach, or return it to my nearest Coach store, and they would issue a refund. In shock, I asked if I would get a refund AND a replacement, and she said, yes, the item would be of no cost to me for the inconvenience of receiving a damaged purse. I was floored at the level of high quality customer service I was receiving! I waited until after the holidays and went to my nearest Coach outlet mall to return the damaged purse. When I got there, with receipt in hand, the cashier asked if I wanted to shop around for something else, get a store credit or get cash back. I had just got another new Coach purse for Christmas, so I asked for my cash refund of $67.20 (before tax) that [redacted] had told me I could get, and at this point, I was still in shock at the high level of customer service I had received from the original call in October. The cashier saw that I had paid with BillMeLater, a Pay Pal service, and she told me they could not issue a cash refund in the store and they would be happy to mail the damaged purse back to Coach in [redacted] at no charge to me. I waited 2 weeks then called Coach to check on the status of the refund. When I called I was told that there was NO WAY I was getting a refund since I was given a replacement purse. I asked to speak with [redacted] and was told she was not there 2 different times I called. I left her a message and she never called me back. Coach customer service states they record their phones calls for quality assurance, yet they did not have this call of mine from October recorded. I should have known it was too good to be true, and it was, to be getting a free purse, but Coach, don't promise customers outstanding resolutions to issues, then NOT follow through with them!

Product_Or_Service: CMBL SUED BKL CLU;SILVER

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like for Coach to follow through with what they originally told me they were going to do, which is issue me a refund of $67.20, plus applicable sale tax, or issue a store credit in that amount like was offered when I took the item back to my local Coach store. I would have never shipped it back to Coach in [redacted] had I know it would have been handle poorly once received there. The call should be recorded to verify the original conversation between Monic

Business

Response:

Dear Sirs,

Review: We contacted [redacted] on ** Oct 13, ** Oct 13 and ** Oct 13 to request assistance with an account.

On ** Oct 13, we received this reply: "Again, we appreciate your enthusiasm for Coach merchandise. However, your purchase history with [redacted] suggests that you may be purchasing Coach products at a rate which does not align with our marketing strategy. Your email address has been removed from our mailing list and you will no longer be invited to shop our online events. This decision is final and non-negotiable."

On ** Oct 13, we sent this reply: "Request a [redacted] contact us regarding your communication in response to my wife's inquiry. [redacted] already places limits on the number of leather and Signature products that can be purchased during an event. To suggest that she is purchasing Coach products at a rate that does not align with your marketing strategy is confusing, to say the least. [redacted] has purchased Coach products that she likes for herself, or that she wishes to give to family/friends as gifts. Is there something wrong with that? I do not believe there is a restriction from sharing her "enthusiasm" for your products with family/friends. If there is, it is definitely a poor marketing strategy. To make her wait three weeks after her initial inquiry to receive a response is unacceptable customer service. It is quite evident that the decision was made by the time of her initial inquiry. Regarding the decision, it defies logic and is the worst example of customer service I have ever seen. To unilaterally make a final and non-negotiable decision is no way to treat your customers. Where is the interaction with your customers to express concerns with their purchases, or placing further limits on the quantity of leather and/or Signature items on all customers that can be purchased during an event? Respectfully request [redacted]'s particular situation be looked into and resolved. Also, highly recommend making changes in your customer service approach and/or education/communication processes."

On ** Oct 13, we received a response that our inquiry was being looked into and to please allow additional time for the review to be completed.

To date, we have not been contacted except to inform us that someone would be contacting us.Desired Settlement: We have complied with [redacted] policies, yet, inexplicably have apparently been banned without regard to arrive at a resolution or change in policies to more align with their marketing strategy for all customers.

Business

Response:

Dear Sirs,

Review: This is very simple. My mother's ([redacted]) luggage, a gift from her husband over 20 years ago who has recently passed away, was dropped of to the [redacted] store in ** for repair on around May 2014. When almost six months had passed without a phone call; my mother asked me to assist her. I called the store only to find out, only because I called, that her luggage was "missing". Out of total disbelief; we entertained that fact that Coach would offer to look for the missing luggage and it would soon be returned to my mother. After several phone calls back to Coach speaking to customer service ([redacted] and [redacted]); we were told that the one of kind luggage bag was gone. This is totally unacceptable by a company as large as Coach brand that has been in business for so many years. Everyone knows that Coach products do not come without a VERY heavy price tag. Aside from the fact that the luggage was expensive it was purchased from my late father as a gift to my mother. This is irreplaceable; literally. I am so disgusted by the fact that no one from Coach that I spoke to has even apologized about that fact that the luggage was lost. I strongly believe that it was stolen. I have searched the web trying to find one that comes close to it and have found nothing. I can't even put into words the deep sorrow behind what has happened. It is not just effecting my mother, but our whole family is shocked because we all remember this gift. My last phone call to Coach was on 01/**/2015 and I spoke to [redacted]; whom I was told is a manager. I explained the whole story to him and he agreed that it was very strange that something like this could even happen. He said that he was going to look at their products and email me pictures to let us chose a replacement. I never heard anything from him again. At that point I had to give up because I was so livid. I took a break from the entire ordeal because I already had a lot going on in other aspects of my life and this whole thing is just a nightmare. I spoke to my mother and she doesn't know what action to take against such a large company as Coach. This is so disrespectful, irresponsible, hurtful, and should be illegal for a company like Coach to get away with this. It's not like we didn't try to work this out with their customer service department, but I am done wasting my time only to get upset. Since Coach will not work with us we are hoping that the Revdex.com can convince them to meet our demand. We simply want a cash refund for the so called "lost" luggage. Just to be clear; this is no way close to making this okay, but it will only be satisfying to see such a large company at least be held accountable for their irresponsible actions. Every time I think about this whole situation I just want to cry because we can't get it back.Desired Settlement: At this time due to the absolute ridiculous offers made from Coach's "Customer Service" team of an in store credit; the only thing that I want is a cash refund for the luggage that was so called "lost". The estimated amount is difficult because the luggage bag was purchased from my deceased Father who bought if for my mother as a gift roughly 20 years ago. It is impossible to put a dollar value on something with limitless sentimental value in my family. However, the cash refund that we ask requiring is at least $1000.00 as a cash refund.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her mother’s suitcase. 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 to [redacted] that Coach cannot locate her mother’s suitcase. Our records indicate that her mother’s suitcase was mailed to Coach Repairs on 6/**/2014, however we could not find a record of receipt by our Repairs Department. Please know that we have controls in place to monitor items mailed to the Repairs Department. It appears these failed in this circumstance. Our records show [redacted] spoke with [redacted], a Customer Service Supervisor, on 1/**/2015. [redacted]’s notes indicate that [redacted] said she would review the replacement selections [redacted] offered with her mother and call us back. We apologize [redacted] did not receive the selections via email as offered. Our Chairman’s Office has been unsuccessful in our attempts to reach out to [redacted] to discuss this matter. Our archived mail order catalogs were referenced to determine a current market retail price of a replacement luggage bag. We are prepared to send [redacted] a similar replacement suitcase of her choosing or a Coach Merchandise Credit in the total amount of $898.00. At the time of purchase, it appears [redacted]’s item retailed in the $594.00-$648.00 range. We invite [redacted] to contact our office directly with her mother’s selection. She may call us directly at ###-###-#### or via email at [redacted]. While we are unable to offer cash for her mother’s suitcase, we would be happy to send a similar replacement or Coach Merchandise Credit in the amount of $898.00. We hope that she will use this card for a new suitcase. Again, we do apologize, and we look forward to welcoming [redacted] into our stores again in the future.

Review: I sent this email to the [redacted] and the general complaint email address:

I hope this email makes it to your office but if it arrives in the appropriate area of your company that would be satisfactory as well.

I will give you the chronology of events that I experienced while attempting to purchase the Bleeker Backpack:

On December *, 2014, I attempted to purchase this item on-line using the 30% discount code that was sent to me via email. The code did not work and I then spoke with an on-line chat representative who advised me that the number code was sent out in error and was not valid but to contact the toll-free customer service number and the representative will assist with the order and honor the discount. This is where all the fun begins.

I called, please keep in mind that it was minutes before midnight. I spoke with a [redacted] was having difficulty placing the order and providing me with the appropriate discount. After placing me on hold several times for what he advised me that he was conferring with his supervisor for assistance, he was finally able to place the order and offered me a 25% discount. When I advised that it should be 30%, this representative began chastising me stating "I called after 12:00" and this was the only discount that he would provide. When I advised that I called prior to 12:00 A.M. but was in the queue waiting for a representative, he then told me the time he answered the call. When I asked to speak with his [redacted], he placed me on hold and then placed me into the repair queue for which I did not request and it was a department that was closed. I called from my cell phone. I am providing this information as I was told that with the number your company is able to identify the representative that I spoke with that early morning.

I called again and spoke to a representative named, [redacted] demonstrated the type of service experience I have come to expect while shopping in any Coach store. he was apologetic for the experience that I had and quickly placed my order, #[redacted], with the proper 30% discount. I asked if I would receive an order confirmation email and he confirmed that I would. I never received the email.

On Friday, December **, 2014, I checked the status of my order on the Coach site. The order status indicated that the item was still in the warehouse. Again, I called customer service and spoke to a representative, I believe her name was Madison. Again, she demonstrated the behavior I expect when shopping at Coach. She was apologetic of my experience and apologetic that my order had yet to ship. She advised that there was a hold on the order as verification of my address was necessary. I find this difficult to accept as I have ordered several items from coach both on-line and in the store, and my information when I provide my name is always readily available. Nevertheless, I confirmed that the shipping and billing addresses were the same and questioned why there had not been any attempts to contact me if any type of verification was necessary? Again she was apologetic and advised that she would have the item shipped via express shipment with delivery of the item on Tuesday, December **, 2014.

I just checked the status of my order. Guess what? The item is still in the warehouse. It is abhorrent that a consumer would have to go through so much to purchase an item. I am not asking for a free bag, I'm paying for it. However, as I was on the fence about the backpack because of the cost, but decided that it would be a gift to me from me, perhaps I should have stayed off the fence. Clearly having such a difficult time purchasing an item is an indication that I do not need this backpack. More important, experiencing such poor customer service time and time again, has definitely left a bitter taste in my mouth regarding Coach. I have been a long-time customer and have purchased Coach products over the years for gifts as well as for myself. However, you have lost a customer. What I have experienced is unacceptable.

Please cancel my order and send me an email confirmation of such.

Should you need to contact me, I can be reached at either home or cell.

A Long-time Customer now a Customer-no-more,

- To date, I have not receive any communications from Coach to address this issue.Desired Settlement: To have a management employee contact me to discuss the entire experience: to have a return label sent so the item can be returned; and to have my credit card credited the amount of the purchase.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’ Revdex.com complaint about his recent order. Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service. We regret the disappointment we caused [redacted] by our inability to fulfill his recent order as quickly as anticipated. To protect our valued customers during the busy holiday time frame we do request additional credit card verifications. Our records indicate our Customer Service Representative upgraded [redacted]’ order to ship the next business day, at no additional cost, and the order was delivered on Tuesday, 12/**/2014 at 9:48 A.M. [redacted] Tracking number [redacted] may return his order as desired. Customer Service emailed [redacted] a return label with instructions on 12/**/2014. As a further accommodation, [redacted] (one of our [redacted]) called [redacted] on 12/**/2014. She apologized for any inconvenience this order may have caused him and extended a 40% off discount on a new retail item. This discount may not be used in conjunction with any other discount offers. To use his discount, [redacted] may simply call Coach Customer Service and let them know that he has a discount noted under his name and address. We hope to welcome [redacted] into our stores again the future.