Coach, Inc.

Review: Sent Purse to Coach for repair and paid the $20.00 fee to Coach store at [redacted] as directed by Coach. Was delivered today with letter which stated that they were not able to repair it and gave me a 40% off coupon on another coach purse. Before I sent bag I was told if they couldn't repair they would send me a new bag of equal value.This is unacceptable to me since I was told by Coach they would give me a new bag of approximate same value if they could not repair it. They are making even more money with me now by having me purchase another new bag. I am sending you a copy of letter and form I was given from Coach store where I took bag. Another bag was also sent the same time as this one for repair and I am afraid the same thing will happen.I also would like my $20.00 returned to me for my inconvenience along with a new bag of approximate value. Thank you. [redacted]Desired Settlement: and $20.00 refund I already paid. If they are planning the same tactic with my other bag I would also like a replacement of that bag as well. Thank you.

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 [redacted] 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 for the first bag [redacted] submitted, and note that the following assessment was entered into our repairs database: "Zipper damaged, scuffs, dirty, fading." Coach considers this kind of damage to be attributable to normal wear and tear and it is not covered by our guarantee. In this particular instance, the condition of the purse did not allow for our craftsmen to fix the damaged zipper.

As a one-time accommodation to [redacted] as a valued Coach customer, we would be happy to refund her repair fee of $20.00 and convert the 40% discount offer to a merchandise card in the amount of $160.00. If [redacted] would like to receive this offer, I kindly ask that she contact me directly at [redacted] for immediate assistance.

Similarly, our craftsmen were unable to repair the second bag [redacted] submitted, so we have sent [redacted] a full merchandise card for the current exchange value of the bag.

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

Kind regards,

Review: I ordered a tote (order number [redacted]) under a promotion that stated it would be delivered by Mother's day and now I come to find out that it will not be delivered on time....the order left Coach with an arrival date of Monday after mother's day. A clear deception.Desired Settlement: I am not sure if I want a refund or what. This was meant to be a surprise for mother's day and the surprise was on me. So now I need to get something else and I can't spend twice the money. I am unclear at this point what I am going to do.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’ 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 recent purchase for Mother’s Day.

I have looked into this matter, and it appears [redacted] spoke with a Coach customer service representative, and he received a $25.00 merchandise card for the inconvenience caused to him. I can confirm that this card was shipped to [redacted]’ home address on May **, 2014.

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

Kind regards,

Review: I purchased one coach bag style # [redacted]at coach store 01264 and also ordered the same bag from their website.

For some reason, I need to return both bags to them, and their customer service give me a shipping label to return both bags .

The one free shipping label was only for 4lb. so I packaged two coach bags into one coach paper shopping bag and put two receipts into one envelope. It is hard to miss it.

Few weeks later, I received money back only for one bag. Now it is more than a month after I shipped it to them, I still did not receive the money back for the 2nd bag.Desired Settlement: refund and apology from them

Business

Response:

Dear Sirs,

Review: I bought a Coach wallet less than a year ago and after about 9 months, the color on the front of it started rubbing (or perhaps) fading off. I take good care of my wallet and only keep it in my Coach purse, except when taking it out to pay for something. I don't even leave it on my table at home. I took my wallet to the Coach store where they decided to send it in to be repaired in April of 2014, as per their store's guarantee that "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." I received the wallet in the mail with a note that they could not repair my wallet and received no further explanation. I should hope that Coach stands by its products for longer than a year, especially when they're so expensive.

Recently, a friend of mine had a similar problem and sent her item in to be repaired. They didn't repair it, but they at least gave her a discount on her next purchase. I was upset that twice Coach didn't stand by their products and repair them and especially that they handled our two situations differently. On 8/*/14 I contacted Coach to request more information as to why my repair was refused and was told that the wallet contained "staining" and that they don't repair outside staining. This simply isn't true and even the sales associates in my local store agreed that the color had faded off the wallet. In essence, to avoid honoring their guarantee, Coach blamed me for the damage rather than their faulty product.Desired Settlement: Ideally, Coach would stand behind their product and repair my wallet as it is the color and style I originally wanted and it is no longer being sold. If they are unable to repair my wallet, I am requesting a store credit or discount to help me buy a replacement one. I shouldn't be spending over $200 a year on new wallets because a company's product can't hold its color for a normal lifetime.

Business

Response:

Dear Sirs,

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

We’d be happy to look into [redacted]’s request; however, in order to proceed, we kindly ask that [redacted] provide detailed photos of the portions of her wallet that need repair. [redacted] can send her photos to me directly at [redacted].

We look forward to receiving this additional information from [redacted].

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have been in contact with Coach about repairing my wallet and I have sent pictures, as they requested, but I have not yet received a satisfactory response. Coach has not agreed to repair my wallet or reimburse me in any way for their defective product. They are still in violation of their own repair policy.

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

Sincerely,

Review: I returned a necklace I received as a gift to Coach's [redacted] store (over a year ago). At the time I saw only a scarf I wanted to purchase for the nearly $300 credit I received and decided I would keep looking for a purse/briefcase for the balance of the credit. Since then I have visited two Coach stores in the area, as well as online to find an item I liked and have not, until today, found something. Today, I spotted just the thing online, so I contacted one of the Coach stores to see if they had the item in stock. Yes! They have the item; when I explained I had a credit I could use toward the purse, I was told to contact the store of purchase to verify my credit. I did this but was told it was my responsibility to verify the credit, either with a receipt or a "card" they claim they gave to me. I do not recall receiving such a card and the entire management team at the [redacted] store has turned over, so there is no one there who remembers me or my transaction. [redacted], the store manager, pushed me off on Customer Service for what turned out to be online purchases only. Customer Service was unable to help me.

I feel Coach has, in effect, stolen over $200.00 from me and would like them to honor my credit.Desired Settlement: Given my desire to make a purchase of a Coach product, I would think it would be in the company's best interest to keep a customer happy. I would like the credit restored and to be able to purchase the purse I identified. Though the original item was a gift, the gift giver makes frequent purchases from the [redacted] store. She now knows of my dealings with Coach and both she and I are not happy with how Coach is electing to handle my situation.

Business

Response:

Dear Sirs,

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

As requested by [redacted], we have restored the remaining credit and issued a merchandise card in the amount of $206.62. The merchandise card was mailed to her home address on June **, 2014. If [redacted] experiences any issues receiving or redeeming this credit, I kindly ask that she contact me directly at [redacted] for immediate assistance.

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

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: Purchased $300.00 + Coach bag at [redacted] Teeth began falling out of zipper within 2 months Ultimately it became impossible to open or close Took to local Coach store Employee indicated that teeth falling out of zippers was a common problem and it would be fixed or replaced Paid $20 + tax for them to send it to Coach Returns & Repairs in [redacted] Florida Phone called received today that the bag cannot be repaired, will not be replaced, and offered a 40% credit on next purchase The bag was returned today with a form letter... "Our craftsmen have determined that we are unable to repair your item"... Any competent shoe repair shop can replace the zipper without undue effortDesired Settlement: Replacement with current model bag or full refund

Business

Response:

Dear Sirs,

Review: My husband and I purchased a few items from Coach in 2014. Upon purchase, we understood that the return policy is we could return the items with original receipts any time. On January **, 2015, we went to the Coach store in [redacted] to return a few items we purchased. However, we were turned back because the store representative told us the return policy has been changed to 60 days after purchase. We contacted the customer services by calling the 800 number. The representative told us another story that we could return any purchase made prior the change of return policy by Jan **, 2015. Since we already left the store, he issued a [redacted] shipping label for us to send the items by Jan **, 2015.

We packed and sent the items on Jan [redacted] with the estimated delivery date of Jan [redacted]. However, due to the storm in Eastern area, the items were delivered on Feb [redacted]. Today I received most of the returned items back as Coach stated that the return was after Jan [redacted].

This is not reasonable at all. First of all, the return date should be based on the shipping date as on one could control any weather conditions or any disasters. The most common example is IRS accepts tax return based on the post date not on the receiving date. Second, the representative indicated that as long as I sent the items before Jan [redacted], the return should be fine. This wasn't handled by the way I was promised. Third, I supposed to return the item on Jan ** when I was in the store. Due to the wrong information provided by the store rep, I was refused to return the times. Now I have to go through this delimma which is not fair to the customer.Desired Settlement: I need return these items as I was promised by the Coach representative.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint about her recent return. We take great pride in our reputation as manufacturers of the highest quality leather goods. It is our policy that returns be completed to us within 60 days of purchase in its original condition for a refund in the original form of payment or an exchange. Coach merchandise may be returned by mail or to a Coach store. All merchandise must be in new and unused condition. Our records do indicate the Coach representative provided [redacted] a courtesy return label on 1/**/2015 to return her items back to Coach. The 13 items, purchased over 6 months ago, did not meet our return policy as stated online, in stores and additionally provided to [redacted] by Coach representatives. We can offer [redacted] no further accommodation at this time. Again, we are sorry to hear that [redacted] is unhappy with Coach’s Return Policy. We hope to welcome [redacted] into our stores again in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The return policy upon purchase was life time return with purchase reciepts. After Coach changed the return policy late 2014, the representative indicated that for all purchase prior to the return policy change, Coach will authorize any return sent prior 1/**/2015. My return was sent on 1/**/2015 and with all original receipts. It met all the requirements. Why the return cannot be processed?

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

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:

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

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

Sincerely,

Review: I purchased a Coach purse and coach signature fabric cleaner in a coach store. When I applied the Coach fabric cleaner to my Coach purse as directed on the bottle it actually took the black color out of the C's on my purse and left a white spot. I followed the directions exactly and now it has ruined my purse. I emailed Coach directly and they told me sorry, we have a one year warranty. However, the warranty does not apply in my case because my purse was fine until I applied their product to it as directed. They have given me the run around with the entire situation and I believe my purse should be fixed or replaced with the same product or with one of equal value.Desired Settlement: My Coach purse should be fixed or replaced with the same product or with one of equal value.

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. We invite [redacted] to send her bag and cleaner to Coach for an evaluation. As a courtesy, we have emailed [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]

Review: I brought a bag online, which is sent to [redacted]. Because I was on a vacation there. My order number is [redacted], but I didn't receive it. I called and communicated with the assistants several times. They said the item couldn't be replaced or refundable. Because it was my second time that I didn't receive a package and they replaced another lost package before. But the fact is that I didn't receive it.At least, I think it should not be my full responsibility for it. I also don't want this situation happen again.Desired Settlement: I hope the company can refund my money or replace the package. I prefer the former one. No matter which way they would use, I need they give me a reasonable and convincing solution. As a online retail company with good reputation, I think they should set consumer's benefit first. It can't be my full responsibility, at least we can split the responsibility. They should pay me at least 50% of the total cost.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s complaint, and we are very sorry to hear that [redacted]’s package was not received a second time. Because Coach takes pride in its superior level of customer service, and also takes pride in demonstrating that each Coach customer is valued, we offered [redacted] a one-time accommodation in sending her another set of goods free of charge, even though it was not Coach’s responsibility to replace [redacted]’s package that was delivered to the address she provided.

Since we have already sent a replacement package to [redacted], we are unable to provide another accommodation at this time. We urge [redacted] to provide a different shipping address in the future to ensure she receives her packages.

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

Kind regards,

Review: I made a purchase through the coachfactory.com website and paid for the order and received a confirmation email on the order. Order#[redacted] on 9/**/13 in the amount of $117.94. I then get an email stating that the one purse I ordered is no longer available and will not be part of my order. Nothing explaining anything of how I will be taken care of or anything. I replied to that email stating that the purse was the main purpose for my order and didn't get a response back. Then I get an email the next day stating my order shipped and it showed the full total and the two items on the order so I figured due to my email I was getting the whole order. When my package arrived on 9/** the purse was not included. I complained on the website and they advised to call in and pick a different purse and they will give me free shipping on the order. Are you joking? I already paid the standard $10 shipping with my one order that is not making up for not getting the purse I wanted. I explained this in an email and all I got was im sorry this happened.Desired Settlement: I want a purse in the of the one I didn't get for the same price I would have paid and not have to pay for the shipping as I paid for that already with the first order. It was a special sale going on only at the time and not it is not so the purses are not around the same price. Due to all this hassle I feel the company should bring the price of a comparable purse to the price I would have paid and send it to me for free.

Business

Response:

Dear Sirs,

Review: I purchased a pair of coach shoe's from[redacted] store located in [redacted] on 10/**/15. The shoes had a manufactor defect and both shoes's began to frey. When I returned to [redacted] with the shoe's the manger told me that she could not take the shoe's back because they were not new and she could resell them. That they did not honor any kind of warrenty that Coach may have. I would need to deal with Coach directly. I took the shoe's back to Coach Store in [redacted]. I was told they could not help me and I would have to go to a Outlet store they would be able tohelp me with a one time complimentary repair to cloth shoe's. I than took the shoe's to Coach Outlet Store, [redacted]. I was told by the manger there that Anothy B[redacted] that there was nothing he could do for me. Since I had purchased the shoes from [redacted] That I need to call customer service at ###-###-####. When I call the number I spoke with representive named Donna. I was than told. That there was nothing they could do for me. Since I purchased shoe's at [redacted] it ws a final sale (The were no signs or was I told by [redacted] that the shoe's were a final sale). While speking to Coach customer service I advised them that it was a shame that neither Coch nor [redacted] would stand behind the shoe's that I had purchaced. I also asked to speak to a manager at Coach, I was told there was only one manager on duty and he was the other line, I left a messge for Eric J[redacted]. I have yet to get a call back. Donna had told me at one point I could mail shoes back to coach but the only thing that would happen is a letter would be mailed back to me stating they would not do anything for me.Desired Settlement: Refund

Business

Response:

Dear Sirs, We are in receipt of [redacted] Revdex.com complaint about her shoes. As you know, Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. For any manufacturing defects within this time frame, repairs are on us. Since we must consider these evaluations on a case-by-case basis, we invite [redacted] to send her shoes back to Coach Customer Care for an evaluation. Merchandise credit will be issue if the item is defective and still under warranty. Coach Customer Care is located at: Coach Customer Care COACH 2ND floor One Coach Way [redacted] will need to include a note with her address, daytime phone number, email address and proof of purchase. She may include a copy of this correspondence for her reference.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved I think it is pretty sad that I have been told by several people from Coach that they do not repair cloth shoes. It will not do me any good to mail back my shoes. If I do mail back the shoes the only thing I will get is a letter stating they do not repair cloth shoes. But I will do that I will mail back the shoes I have.

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

Sincerely,

Business

Response:

We are in receipt of [redacted] recent Revdex.com complaint. Coach has offered to evaluate [redacted] shoe, merchandise credit will be extended to [redacted] if the item is defective and under warranty.

Review: I received a defective item for my order, so I sent it back for an exchange on Dec * with all the requested paperwork using the enclosed return label. I dropped it off at [redacted] but I did not receive the receipt. I did not receive the exchange item as of Jan *. I contacted the customer service three times but they were unable/unwilling to help me resolve the issue because I do not have the tracking number.Desired Settlement: With the quality of the bag itself and the level of customer service I received, I no longer want to own the item. I would like to receive the refund.

Business

Response:

Dear Sirs, We are sorry to hear about [redacted]’s recent experience with the return of her order. [redacted] is Coach’s preferred delivery carrier and we do ship our package(s) via insured and traceable means. As of today, 1/*/2016, [redacted] return has not been processed. We do not have any record of receiving [redacted]’s return order number [redacted], returned on 12/*/2015. Our processing time for returns is 3-5 days following the date of receipt. Because this falls outside of the returns processing timeframe, we suggest [redacted] follow up with [redacted] for tracking information and proof of delivery. We invite [redacted] to contact Coach Customer Care at ###-###-####(Monday – Friday 8am – 11 pm; Saturday 9am – 7 pm and Sunday 11am – 7pm, EST) with the proof of delivery.

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]

At the time of return, the [redacted] personnel did not give me a receipt. Therefore I do not have any proof of delivery or tracking number. I contacted the customer service a number of times and no one was willing or able to resolve this issue.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

All [redacted] stores offer these services: Copy & Print Services,[redacted]® Prepaid Drop-off, Mobile Printing and Full-service [redacted]®Shipping.

I sent the package back with the prepaid label that came with the invoice. Please contact the [redacted] store ([redacted]Store #[redacted] for verification. I talked to the supervisor and was told that they are authorized to handle US prepaid drop-off.

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

Sincerely,

Business

Response:

As of today, 1/**/2016, Coach does not have a record of receiving [redacted]’s order number [redacted], shipped from [redacted] store ([redacted]Store #[redacted]. Our records indicate [redacted] initiated a chargeback with her credit card company on 1/*/2016.

Review: On two occasions now, Coach's internet sales portal has returned an "error" unable to process transaction message upon submitting and order request when in fact the pre-authorization to the bank has occurred. The error message is essentially a variant of the common error message given by internet sales services world-wide when consumers enter in the wrong billing or card information. This prompts the consumer to try again which repeats the encumbrance for funds. The first time I ended up encumbering over $1000 dollars for a $350 purse. These pre-authorizations take almost 2 calendar weeks to fall off at best unless you get bank forms to fax to Coach to release the money.

The latest occurance (1/**/14) resulted in yet again the same error message and pre-authorization on the card. Upon calling the Coach service center they had no record of the transaction. Since there was no record of ordering, they would not honor the 25% discount for the item yet the pre-authorization to my account clearly shows an order occurred.

The first instance I assumed was simply a random system error but this appears to be a systemic problem. One can only surmise that to allow this to continue benefits the company.Desired Settlement: Coach should publicly acknowledge and change the billing issue. Furthermore Coach should send notification to each consumer who has ordered through their internet site that they may have been charged additionally. The SEC should investigate the billing practices of Coach to insure legal and ethical business practices are being followed.

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 truly sorry to learn of [redacted]’s frustration in placing his recent Coach.com orders.

I have looked into this matter, and it appears [redacted] received error messages when placing his order on January [redacted] because the information provided for the order did not match the information associated with the 25% preferred customer event discount that [redacted] attempted to use when placing his order.

Unfortunately, [redacted] incurred multiple authorization holds because the “submit order” button was clicked multiple times when his order was placed. During the order review process on Coach.com, Coach advises customers of the following before the order is finalized (this verbiage can be found under the “submit order” button):

“Please click only once. A hold will be placed on your available credit card funds each time this button is clicked.”

These authorization holds – which are standard retail practice – are not actual charges; they are only holds to confirm that funds are available under the credit card account used for the transaction. Such holds are typically lifted within 3-7 business days; however, the exact timing varies by financial institution.

As a one-time accommodation for the inconvenience [redacted] experienced, we have extended a 30% discount on any new Coach item. To redeem this discount, he can place an order through Customer Service by calling ###-###-####.

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

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:

The respondent wholly and either unintentionally or with malice misrepresented the issues surrounding my complaint.

a. The transaction referenced in the response DID NOT include multiple payment attempts. Only one attempt was submitted and the "error" message described in the original complaint was received. Through their own admission Coach representative [redacted] said that the discount information I entered did not match. That is possible but does NOT explain the resulting sequence of events. If the entry was in error as represented by the respondent then standard business practices would have resulted in 1 of 2 outcomes.

Either the transaction would be rejected until the proper information was entered (common) or the transaction would have been temporarily processed while a hold placed to rectify the situation. I submit neither of these in fact occurred.

In truth, the result was an error message upon my website payment attempt with a corresponding and immediate encumbrance of funds. This could have been rectified with a simple phone call which I attempted.

To my astonishment, though the financial transaction apparently went through my bank Coach has NO RECORD of the order and therefor no means by which to see what their system had done. Mind you there is no confirmation number with the "Error" message. Furthermore the encumbrance submitted to my bank was for the discounted amount of the purse which would indicate that I did in fact correctly enter the discount information into the system and was accepted.

b. The multiple attempts occurred in fall '13 and was our first attempt at using the online Coach system. I suspect Coach would not be able to give a full accounting of the transaction history as it is becoming readily apparent they do not possess this ability. Regardless I call attention to the odd circumstances surrounding that particular series of events.

Upon attempting to purchase a handbag for my wife and after entering in all information as instructed I received the same error message. I did not repeatedly hit the submit button as surmised by the respondent. I can prove this by the fact that the first and second attempt was on MY card, the third on MY WIFE'S card and the fourth was on my mother-in-laws.

I would whole hardily question the intelligence level of an individual who would try 4 times like that if not for this point. The "error" message given on their website is essentially the industry standard for online purchase when the card holder does not enter either the correct billing or card information. How many times do those of us who routinely use the web to place orders or pay bills inadvertently enter the wrong card information? I have neither seen, heard of have read about the transaction encumbering funds when the incorrect card information is given. The reason being the bank rejects the purchase attempt for said reasons. However repeated failed attempts WILL lock out a card which is what I thought had happened.

In truth my reasoning was 1st I messed up, 2nd my card was locked, 3rd our bank account was locked and finally I have no clue what I am doing wrong on their website. All the while each attempt was encumbering funds behind each "error". Incidentally the Customer Service representative informed me the purse wasn't scheduled for release for two more days which resulted in the odd occurrences. I accepted that as an honest explanation and went forward unconcerned.

In closing I hope this makes it abundantly clear why I am so resound in my rejection of [redacted]'s explanation of the original complaint. I have no intention of purchasing anything further from Coach so while appreciative of her efforts to retain customers, pricing and discounts are of no concern to me anymore.

What I am VERY concerned about is the obvious failures of their website, the inability to match bank encumbrances with orders and the resulting inability answer questions accurately as both the Customer Service representative and [redacted] herself has effectively demonstrated.

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

Sincerely,

Business

Response:

Dear Sirs,

We have reviewed the transaction histories for the purchase attempts made by [redacted], and it appears these attempts resulted in error messages because the information entered at time of purchase did not match either the information associated with the credit card account or the information associated with the customer discount promotion. According to our notes, during a purchase attempt made on July **, 2013, the card used for the purchase was flagged because the billing address was entered incorrectly. A customer service representative informed the customer of pending authorization holds, and, as additional courtesy, faxed a release form to the bank to request an early release of the authorization holds.

As you know, Coach takes fraud protection very seriously. Therefore, our system will not allow a purchase to be finalized if all of the billing information does not match up with what we have on file. While order attempts may result in authorization holds, we maintain that these holds are not actual charges and Coach does not receive the funds until the order is fully processed.

We sincerely apologize for the inconvenience [redacted] experienced. However, we have extended all appropriate accommodations and showed good faith efforts to assist with the expedited release of the authorization holds. Thusly, we consider this matter closed.

Review: I bought my wife a Coach handbag last year and recently it was getting quite dirty. Then we went to Coach store in [redacted] in [redacted] and tried to find the bag cleaner. The Coach store sales associate recommended Coach's own cleaner and said it works very well to clean dirty bags.

We bought the Coach cleaner and used it on the Coach bag by following the instructions. However, not only the bag didn't turn clean at all, but also its original color got decayed and the bag was kind of damaged by Coach's own cleaner. We were so upset about Coach's cleaning product that damaged the handbag.Desired Settlement: I request Coach corporate customer service to contact me immediately regarding a resolution like bag replacement.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about his wife’s bag. As you know, Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. For any manufacturing defects within this time frame, repairs are on us. Since we must consider these evaluations on a case-by-case basis, we invite [redacted] to send his wife’s bag back to Coach for an evaluation. As a courtesy, Coach will email [redacted] a return label. A replacement bag or merchandise credit will be issue if the item(s) are defective and still under warranty. [redacted] would need to return the bag and Coach cleaner, including a note with his address, daytime phone number and email address. He may include a copy of this correspondence for his reference.

Review: I spent a total of two hundred dollars at COACH and I purchased a blue coach cloth backpack at the Woodbury Common Outlet Store- Store [redacted] on 9/*/2013. It does not matter when the bag was purchased. The backpack was $69.99 with a small percentage off. Recently the backpack ripped under the part that has the strap. I took the backpack to an outlet store in New Jersey on June **, 2015. COACH in Jersey Gardens. [redacted]. I went to the counter and asked for a [redacted]. The [redacted] gave the name [redacted]. I know flagship stores will not take outlet items. So although I live in New York I went all the way out to New Jersey.I showed [redacted] the backpack and she stated she can't take damage merchandise. The item would have to be shipped to Florida to be repaired. In 2008 I purchased two pair of coach shoes over $200.00 from one of the Coach flag ship stores in New York City.The shoes ripped and I received a credit of $40.00. I immediately involved the Revdex.com to get my money for the purchase. What [redacted] the [redacted] does not understand is she could have handled the issue at the store. If she did I would not need to contact the Revdex.com. When management speaks to [redacted] I would like them to ask her how could she have handled the situation differently? I use to be a coach fanatic and I bought COACH for twenty years. I removed my name from all mailings, and promotions. I don't like the poor customer service. The backpack was not the only item I purchased. I spent a total of two hundred dollars when the backpac was purchased.Cash & CARD. NEVER AGAIN! I am investing in your company and its products![redacted] refused to take the product back and even refused to offer a coach gift card. Her refusal at this point made me realize WHY I stop buying coach products. Coach does not honor or stand behind their products. Coach is to busy trying to compete against [redacted] and others. Funny I shop at [redacted] and [redacted] and BOTH stand behind their products.Desired Settlement: I am requesting my money back. Stand behind your products. At one time COACH would say life time warranty. The products are not made the way the use to be. One purchase was made using my card and I paid cash for the backpack. I don't want anybody tracking my purchases. I have the actual receipt and can send a copy to the organization. I am done. Poor Customer service will be why COACH will have a shift of its customers going to other designers.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’ Revdex.com complaint about her backpack. 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. In light of previous customer experiences, we have clarified the language on our website (Coach.com and Coachoutlet.com) and in Coach stores. We found the language “natural life of a product” did cause confusion with some customers since it did not mean forever but, rather, the natural life expectancy of a item. Effective Sept. [redacted] 2014, Coach clarified the language under our product warranty and repair policy. Coach warranty and repair policy states the following (emphasis added): Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. Should your item fall outside the one-year repair policy, we offer a repair service for some of our products. 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. Coach Merchandise credit will be issue if the item is defective and still under warranty. [redacted] would need to include a copy of her receipt and a note with her address, daytime phone number and email address. She may include a copy of this correspondence for her reference.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My receipt is attached. I am not going to look for a [redacted] location in New York. It took me two hours to get to New Jersey. Once again COACH shows that the customer is last with their decision making. In addition thank you for letting me know about your new policy however my receipt falls under the old guidelines of COACH not the guidelines placed on your website as of 2014. I also attached pictures of two bags one needs a new strap and the other ripped around the draw string. Took both bags to a COACH Store in New York was told the repair service is contracted out. I would not get the value of the bags and it would be a waste of time to send them out because COACH will send a 20% off coupon for the next purchase.

As I already stated I want my money back for this item. I no longer want to do business with your company. According to your policy some products may fixed. I have two coach bags in my home one was $129.00 and the other was $250.00 (COACH LIMITED ITEM) a waste of money. I was told the bags would not be fixed as a result the bags are still sitting in my home not repaired and I can't use them. Here now another case of a COACH item that is cloth and will not be repaired. I am not going to wait ten to twelve weeks to receive the backpack back. Because its cloth what happens if the backpack rips again? I am not going back and forth. I want to invest in companies who value their customers. As a result of poor customer service a total of close to four hundred and thirty one dollars between three bags I want my money back. The backpack receipt is attached just refund the money.

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

Sincerely,

Review: Coach Factory Store [redacted] In the past year I have purchased items from coach factory online and in the store. I have returned items purchased online to the coach factory store. And received a refund, during my visit yesterday I was told I would not receive my shipping fee that is non refundable. I spoke to the [redacted]) and she could not show me in writing or on my invoice that this was a policy. She called the coach customer service while I was there I did hear or do I know for certain that call was made. The [redacted]) stated coach customer service confirmed shipping is non refundable. Upon leaving the store I called coach customer service and the representative was very rude and unprofessional. When I began to question my past returns and receiving refund for online orders she stated she didn't know. I then questioned her about my most recent return and she stated the refund amount was incorrect. I asked the representative if she could tell the [redacted] of the coach factory store what she had told me.She replied yes while on speaker phone I went back into the store and spoke to the [redacted] again). I noticed she quickly took the representative off speaker and stated the representative advised her, she didn't know why I was calling and the representative disconnected the call. As it stands on the coach factory online website all returns and exchanges for new unused items will be refunded in the method paid. It does not state shipping is non refundable, also I have copies of previous invoices and my credit card statements for the purchases and returns of all items. As a paying customer I deserve to be treated with respect, but unfortunately this store/ and customer service are very unprofessional. If I'm am unsatisfied with a product and I want to return the product, wether it's online or store. This is my choice and I should not be penalized for not wanting to exchange. In fact had I agreed to exchange all items purchased online, I would have received the full amount for items bought online including shipping costs.Desired Settlement: I would like a refund and a store, also if this is a new policy, this should be posted online and in all stores as well.

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.

As indicated by the store [redacted] and customer service associate [redacted] spoke with over the phone, Coach does not refund shipping fees for online purchases. However, as a one-time accommodation to [redacted] as a valued Coach customer, we have refunded the $10.00 shipping fee to the credit card originally used for the purchase. This is a courtesy refund that [redacted] should not expect to receive for future returns of online purchases.

We hope this helps to resolve the issue, and we thank [redacted] for her continued patronage.

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:

The total shipping amount for both orders was $20.00, as I stated in the complaint. Also this policy on returns should be in writting online and in the stores.

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

Sincerely,

Business

Response:

Dear Sirs,

Again, we are sorry to hear [redacted] is not happy with our previous accommodation. However, our policy remains the same: Coach does not refund shipping fees for online purchases. As a courtesy gesture, we extended [redacted] a $10.00 refund on the shipping fee she paid with her last order. This refund cannot be extended to any other orders. Since we have refunded that $10.00 shipping fee as well as the $69.34 she originally paid for the item, we have fully refunded [redacted] for this particular order.

Since [redacted] has received the requested refund for the $10.00 amount she listed as the “disputed amount,” we consider this matter closed. I invite [redacted] to contact me directly at [redacted] should she have additional questions.

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

This is unacceptable and I want all my money back.

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

Sincerely,

Review: I sent a Coach bag via UPS with $20 to Coach for repair. The zipper broke and the strap was fraying. Last week I received the bag with no repairs done. A form letter was included offering 40% off to purchase another bag and stating the bag could not be fixed. How difficult is it to replace a strap and a zipper? Their solution is for me to spend more money. I've purchased many Coach items and the company has gotten thousands of my money already. I am very disappointed that this company does not stand behind their product. The repair form nor the website contain a disclaimer stating that if an item is irreparable it will be returned. They didn't even refund my $20.Desired Settlement: I do not want to buy another bag. I want this one fixed or at least an exchange for something comparable. I've known others who got a voucher for full purchase price to replace the bag. In addition I found out that this particular bag had issues with fraying that I was unaware of prior to purchasing it. Because the product was defective to begin with I should be compensated accordingly.

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 repair request 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.

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.

However, as a one-time accommodation to [redacted] as loyal Coach customer, [redacted] is welcome to send her bag back to Coach for a second evaluation by our expert repair team. Should [redacted] choose to resubmit her bags for repair, she should ship her bags, along with a copy of this correspondence, to the following address via insured and traceable means (such as UPS or FedEx):

As a further accommodation to [redacted], Coach has refunded the repair fee she initially paid. A check in the amount of $21.50 has been issued to her home address and should arrive within 7-10 business days.

We hope that this provides [redacted] with some options and helps to resolve this matter. Should [redacted] have additional questions, she can contact me directly at [redacted].

Kind regards,

Review: I bought a Coach bag that I love. The strap broke and I brought it into a shoe repair store that had done excellent work for me in the past to be fixed. They fixed the strap and it didn't look perfect to me. The bag was under warranty but honestly I didn't think to bring it to Coach at forst as I thought the repair shop would do a good job. Unhappy with the repair, I brought the bag into my local coach store at the [redacted] at [redacted] CA. I was very honest and told them maybe I should not have tried to have it repaired on my own, but can I buy a new strap or is there anything they can do to help me repair it even at my own expense? I really LOVE the bag, its not the most expensive but its my favorite. The store associate (who I think was the manager), who knew me and recognized me on account of me spending a lot of money there (I had recently spent around $1000 there with a $600 jacket and $400 bag purchase in a matter of weeks, different than the one being repaired). She told me don't worry about it, you are a good customer and you are being honest, we will make an exception and repair this for you, and the whole strap probably needs replacing anyway. She gave me a repair receipt and took my bag to be shipped for repair. I was elated with the customer service. A couple weeks later, I got the broken bag back in the mail with a letter stating that they are refusing repair since I tried to have it repaired on my own. I called the repair center and tried to explain that the store associate promised me an exception. The associate on the phone was very rude and said they would not make an exception no matter what the store told me. She gave me the number for the regional manager (supposedly) and asked me to call her to ask her for help since her associate promised a repair she shouldn't have. I tried calling the number and leaving messages a few times but never heard back. I just want them to honor the repair I was promised, as any company should, especially a luxury company.Desired Settlement: Repair my bag as promised by your staff

Business

Response:

Dear Sirs,

Review: On 9-*-2013 I placed an order (ORDER [redacted]) on CoachFactory.com for a total of $590+ worth of merchandise with two gift cards and the rest with my credit card. Next day they cancelled my order without saying why. The credit card payment ($88) was quickly refunded but the gift card payment ($507+) is still pending after three weeks. According to their agent, my payment has been investigated by their CC team for lost prevention purposes. OK, I know the order was being shipped to a freight forwarding company because I was buying gifts for my friend in another country. But I paid this order with my own credit card and gift cards purchased by the same credit card. I provided my own billing address and everything was true and faithful. It is OK if you do not ship to a freight forwarding company and I understand why you have to cancel the order. But why in the world you have to take three whole weeks to hold my FIVE HUNDRED dollars and still refuse to give me a clear time table for when it is going to be refunded? Isn't my request simple enough to be fulfilled? My account with you has been suspended and you did not ship a thing to me. What on earth have you been investigating during the past three weeks to prevent your company from losing? Please give me money back.Thank you Coach Factory. This is wonderful customer service. I'll never shop again in either your stores or online and I will ask everyone I know to stay away from you.And please, my money back. Product_Or_Service: handbag and accessories Order_Number: ORDER [redacted]Desired Settlement: DesiredSettlementID: Refund I JUST WANT MY MONEY BACK!

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 sincerely apologize for any inconvenience [redacted] experienced during this recent transaction.

Unfortunately, due to the confidential nature of the matter – and [redacted] is aware of the complexities of the situation – we do not wish to publicly disclose any additional details regarding the cancellation of [redacted]’s order. However, we can confirm that a check was mailed directly to [redacted]’s home address that reflects the full amount paid with the gift cards. Since the gift cards were bought through a third party vendor, we are unable to refund directly to [redacted]’s credit card.

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

?Best regards,

Coach, Inc.

Review: Hello My name is [redacted]l. I recently returned a purse to the coach store at the Oxmoor Mall in Louisville Ky. I told the sales lady at the store that I got the purse for a gift and wanted to return it and I had no receipt. So she asked me for my drivers license so I gave that to her and she said that without a receipt I would get the selling price of the purse which was 458 and it would be put on a merchandise card I said that is fine. Well I had 202.99 left on the merchandise card so I wanted to use that card later on well when I went to use the card it said that the card was no longer activated. Well I called the coach store and finally got a response that they took the money off the card cause they said that it wasnt the right price of what was paid saying that it was my daughters purse when It was not my daughters purse it was my purse and I told the sales lady the day of the return that it was my purse and had been given to me as a gift. It was my purse and clearly there return polcy is if you have no receipt you get the current selling price. I think if they didnt want to return the purse or whatever they shouldnt of returned it that day and not go behind my back and take my money off the card that is what they done. So for them to take the remander balance of what was left on my merchandise card of 202.99 is just wrong and on top of that they never conctacted me telling me they was going to take my money. its just wrong wrong. I have tried calling and talking to the main person over this [redacted] and he said they was not giving me my money back on the merchandise card of 202.99.And he hung up on me. Tried calling back and left a message but he never called back. I think I was wrongfully done as a customer of coach. I did nothing wrongDesired Settlement: I want my Two hundred two dollars and ninety nine cents back on my merchandise card of what they wrongfully took off.

Business

Response:

Dear Sirs,