Coach, Inc.

Review: I personally have been a royal customer of Coach and Coach Factory Stores for years. I've made countless satisfactory purchases. Me and my family even visit Coach stores when we're on vacation.

Recently I want to return two bags that my mom does not like. We kept the receipt and on the back it does not have any time restrictions regarding returns. One of them was purchased from Coach's [redacted] store at the Mall at [redacted] (Store: [redacted]). I called the store at the end of January and I was clearly told that I can return the items with the receipts. I specifically asked that if there's a time restriction on when the item can be returned, I was reassured that I can return anytime with receipts.

Early February, I visited the Coach store at [redacted] (Store: [redacted]), at which I purchased the other bag, I was told that I cannot return or exchange any of these two bags even with receipts because the newly enforced return policy which I was not notified in the previous phone call. I talked to several staff and I was told the same thing. I was really upset because I was not notified neither on the receipt or through my phone call to the store that the new policy is enforced.

It's inhuman and brutal to demand customers to keep track of the company's return policies for each and every items that they purchase. I have had wonderful experiences with Coach and wish that this problem does not put an end to it. Thanks!

Item 1:

HMW SIG STRP LG TOT; SV/K @105.08+tax @[redacted] store

Item 2:

MAD EXP REPS [redacted]/ @378+tax @ [redacted] storeDesired Settlement: Allow me to return these two bags (with receipt) to Coach through mail or to a Coach (Factory) Store and refund me through a check.

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. Coach reserves the right to modify its exchange and return policy. As such, our policy was updated on September [redacted], 2014. This policy is available to view online at Coach.com and posted in Coach Stores. While we are unable to provide a refund for the 2 bags, we would be happy to offer a one-time return for Coach Merchandise Credit. We invite [redacted] to return her new/unused bags (with receipt) to Coach for Merchandise Credit. Items will need to be returned within 30 days. A return label will be emailed to [redacted] today, 02/**/2015, for her to take advantage of this offer. We hope that this provides [redacted] with an alternate option and helps to resolve the issue. In light of the foregoing, we consider this matter closed.

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'm actually satisfied with Coach's offer and decide to take this offer. I have received the shipping label and planning on send out the package with these two bags tomorrow on Tuesday 2/**/2015. My only question left is how am I going to receive the gift card? And if I run into any questions after the case is closed, whom should I contact with? (e.g. email, phone #)Thank you.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint, which she has accepted our offer. Upon receipt the bags, a Coach Merchandise card will be issued and mailed to her address. Delivery can take 7-10 business days. [redacted] may contact our Coach Customer Service at ###-###-#### Monday - Friday 8:00am – 11:00pm EST. Saturday 9:00 - 7:00pm EST. Sunday 11:00am - 7:00pm EST regarding any additional questions or concerns. This case is referenced under her name and address.

Review: My husband bought me a coach bag and boots for Christmas . My bag was missing the hang tags that are black leather. I called and emailed. I was told they would send me the hang tags. When I received them they were generic metal tags. When I called they told me they can't guarantee the right ones. My purchase was not cheap and I expect the bag to look exactly as shown on line. If this is their company and I paid them the money . They should be able to provide the correct tags.Desired Settlement: I want correct tags or compensation .I have been a royal customer.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her bag ([redacted]). We apologize to [redacted] for any upset or inconvenience that she may have experienced receiving her replacement tags 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. Our records do indicate [redacted] contacted Coach Customer Care on 1/**/2016. The Customer Care representative (Sam) offered to mail her black leather replacement tags. The black leather replacement tags were mailed on 1/**/2016 and delivery can be expected in 7-10 business days. We look forward to welcoming [redacted] into our stores in the future.

Consumer

Response:

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

[Your Answer Here]

The customer care person said they could send black leather tags but they would not be the ones shown on the bag. They would be similar. I did not pay for similar . I paid good money for a bag and I want it to look authentic not like a knock off.

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]

I do appreciate the offer of $ 25.00 off the credit card. I would rather a gift card for the Coach Outlet store in Myrtle Beach. I go there twice a year and would like to look for a spring bag. I will never order online again and I do not have any Coach retail stores near where I live. My Coach order was $500 and change. 10% of my order would be $50. Let me know what you can do.[redacted]

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

Sincerely,

Business

Response:

Coach has offered [redacted] an additional 10% discount to be applied to the bag referenced in this complaint. A credit for $25.65 was applied to her credit card on 2/**/2016. We value her business, and we hope to welcome her into our stores again the future.

Review: On feburary ** 2015 a order was placed for a coach purse It took serveral days for the order to process snd when it did the item wss SC supposed yo ship however when the box got here it was empty made contact with company nothing was fone still waiting for purse or refund also company claims purse is out of stockDesired Settlement: Either replacement or refund

Business

Response:

Dear Sirs, We are in receipt of [redacted] Revdex.com complaint regarding her recent order [redacted]. We apologize to [redacted] for any [redacted]et or inconvenience that she may have experienced with her recent replacement order with Coach. 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. On 02/**/2015, [redacted] called Customer Service reporting she never received her Bleecker Leather Cooper Satchel in black from Coach order [redacted]. Our records show it was delivered on 07/**/2014 via [redacted]. As a one-time courtesy we shipped [redacted] a replacement order, order [redacted]. Our records show order [redacted] was completed and delivered the following day to [redacted] on 02/**/2015. [redacted] shows tracking number [redacted] delivered successfully and the weight noted at 4.10lbs. On 2/**/2015, [redacted] notified Coach Customer Service that she did received her replacement bag, however believed that it was the wrong style bag. Coach Customer Service offered to exchange the bag, if shipped incorrectly, at no additional cost to [redacted]. In order to complete an exchange, [redacted] would need to return her replacement order [redacted] back to Coach with the provided return label within 60 days. She may contact Customer Service at ###-###-#### Monday - Friday 8:00am – 11:00pm EST. Saturday 9:00 - 7:00pm EST. Sunday 11:00am - 7:00pm EST for any additional questions or concerns. This information is noted under her order number [redacted]. Again, we are sorry to learn [redacted] is unhappy with the delivery of her replacement bag. [redacted] confirmed she received a replacement bag on 2/**/2015. Coach would be happy to complete an exchange (no additional cost to the customer) in the event that the bag was shipped incorrectly. We hope to welcome [redacted] into our stores again the future.

Review: I purchased this handbag ORDER #[redacted] Qty Subtotal

Estimated Tax & Duty $13.83

Shipping & Handling $0.00

Grand Total $211.33

MADISON LEATHER SMALL PHOEBE SHOULDER BAG

F26224SVCKJ_____ $197.50

Ordered: 1

THE VERY NEXT DAY IT WAS 89.00!!!!! I have been completely ignored with my concerns.Desired Settlement: I want a refund of the difference! I'm too good of a customer to be treated like this!!!

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint regarding her online order [redacted], placed on November [redacted], 2014. We apologize to [redacted] for any upset or inconvenience that she may have experienced but can assure her that our associates are highly trained in customer service and did provide our correct policy regarding pricing adjustments. Per our policy, price adjustments on previous purchases are not permitted. This policy is posted online at [redacted] We are pleased to offer significant values on Coach Outlet Online and in Coach Outlet stores through our savings events. Prices can change from day to day depending on what value is being offered. Coach has made the decision to not make adjustments to sale purchases and this policy is consistent with many other companies in the sale industry. In keeping with our standard business practice and in fairness to all of our valued customers, we are unable to offer an exception to this policy. Our records indicate the sale price was listed as $197.50. We could find no record of style F26224SVCKJ on 11/*/2014 listed for the sale price of $89.00. We are sorry [redacted] is not satisfied with this policy. If [redacted] would like to return her order, we would be happy to help her with a return label. New and unused merchandise may be return for a refund, if returned by January [redacted], 2015. [redacted] would need to contact our Customer Service Department at ###-###-#### Monday - Friday 8:00am – 11:00pm EST, Saturday 9:00 - 7:00pm EST, and Sunday 11:00am - 7:00pm EST. This offer has been noted under her order number. We hope this response clarifies our policy. 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

So in Coach's response, I have been called a liar. The handbag was absolutely 89.00 the very next day which I think is a dirty deal. Someone needs to check their records better or keep better records! So I'm eating 108.50. What a nasty business practice!

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 information directly from CoachOutlet.com. Our records indicate the Coach Outlet sale event ended on 11/**/2014. We could not find any reported sales, for style F26224SVCKJ, listed at $89.00. Again, we apologize for any upset or inconvenience that [redacted] may have experienced regarding our policy. She may contact our Customer Service Department at ###-###-#### should she need assistance with her return.

Review: My return to Coach was lost in transit. Return label instructions supplied by Coach are misleading. Coach will not offer assistance.

I placed and online order thru Coach on Sept**, 2014, order #[redacted], for 2 purses. On October*, 2014, I returned one of the purses, [redacted], for $84.50. I followed the instructions on the back of the pre-printed label supplied by Coach, and stuck the self-adhesive label which included Coach's address and several barcodes. I also placed a return address label on the box with my information. Coach never received the return. I could not track the package via [redacted] with the barcode numbers on the pre-printed label. I called Coach customer service on October**, 2014, I was told the label I used was NOT a pre-paid label. I contacted[redacted], I was directed to their local Overgoods department @ ###-###-####, where items that do not have [redacted] payment labels on them would go. I spoke to the Manager there, she told me they have no record of my shipment. She said that if in fact it had an address on it, they sometimes go ahead and forward the package to Coach anyway. I called Coach customer service again on October**, 2014, they told me they have no record of the return yet. I then emailed Coach customer service, asking to speak to a manager to discuss my concern. The email response from Coach on October[redacted], was that I would be contacted in 24-48 hours. On October**, 2014, I emailed Coach again explaining that no one had contacted me. They responded via email that I would have to call ###-###-#### again. I called and when I insisted that I need to speak to a manager, I was finally connected to [redacted]. I explained my situation and [redacted] said I needed to file a complaint with [redacted], I told her [redacted] has no tracking number, so they told me they couldn't help me. Then [redacted] said I need to file a claim with my Credit Card company. I explained to her that I felt the mistake is with Coach in the misleading wording on the back of the return label. She simply kept repeating to me that there was nothing she could do for me.Desired Settlement: I am seeking a refund from Coach for the lost product I returned in the amount of $84.50. I would also like Coach to reword their return labels so that other customers do not have the same problem that I do. The label clearly states the instructions to return by mail using their "Prepaid [redacted] Return Label." This label is so misleading that I feel many others have had to have made the same mistake I did, and have all been out of luck when the shipment gets "lost".

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her return request with Coach. We do apologize to [redacted] for any misunderstanding regarding our return policy. Our website (Coachoutlet.com) and our packing slip, which is included with each purchase, states the following (emphasis added): Please ship your package via an insured, traceable means (ex.[redacted]). Return to: Coach Returns Department, [redacted]. Customers are responsible for return shipping charges. To date, Coach has not received a return order from [redacted]. It is not Coach’s responsibility to refund [redacted] for a package lost in transit. However, we are sorry that [redacted] is unhappy with her experience at Coach. We want to make sure that every Coach experience is a positive one for our customers. Therefore, we would be happy to provide [redacted] with a 10% discount on her purchase, and we will refund $17.60 to her [redacted] account. Again, we are sorry to hear that [redacted]’s package was lost in transit. We look forward to welcoming [redacted] intoN our stores in the future. [redacted]C O A C H

Review: Complainer Information: I am a 26 year old visitor from China, I will leave US in 2 weeks later. I am currently a postgraduate, and I have got a VISA credit from China. Things I complain: There are two. 1. The online ordering system of [redacted] 2. The Coach customer service.Details: I placed two orders on coach.com on Feb the [redacted], total cost 1400USD, and they were unsuccessful, and 1400 USD of my money now is frozen. For the past few days, I have sent nearly 20 Emails to at least 5 COACH customer service communication/discuss/complain the problem. ( Not convenient to make a phone call for me ) Their customer service is a st indeed. They are too lazy to move on. They failed to commit themselves to figure out the problems customer have. Just lazy. For example: From my ever fist E-mail to their customer service, I have already told them orders are unsuccessful, and a pending authorization on my bank account occurred. They just reply me "Sorry,we don't accept international credit card" that's all. They didn't concern my banking problem, they didn't concern my failed order, they just playing dumb and irresponsible. Their work couldn't either solve problems or satisfy cutover. Another example is, After a couple of Emails communication, they told me they can contact my bank by fax to remove the pending authorization, I felt gratitude for that! But after I provide them my bank's fax number, they just told me they couldn't fax, because it is an international location. What the hell are they doing? They know my bank card was issued in China in the very beginning of time, that's what I told me years ago!My views: Coach.com online shopping system is totally a dangerous shopping system for every customers. They don't guarantee your oder is going to be successful, in the meantime, they still do pending authorization to your bank account. In another words, there be 50% opportunities your order won't be processed, and there be 100% opportunity your money will get frozen based on an unsuccessfulDesired Settlement: DesiredSettlementID: Other (requires explanation)

My case will be resolved at the end of the day. My money will be back though maybe in 3 weeks later. I hopeI you Revdex.com can arouse COACH management's attention. Suggest them to revise the online shopping system immediately. I believe the problem happened to me also happened to other people before and in the future. To prevent we customers's benefit, coach should take the responsibility of improving the website technology. If the couldn't handle hu

Business

Response:

Dear Sirs,

Review: I ordered a purse, a pair of shoes, and a scarf back in September 2013 on coach factory store online. I returned the scarf($41.30) due to the poor quality with their return label. A month later, they still haven't credited my account. I emailed them regarding the refund. They told me to provide the return tracking number. I told them I didn't have it since I used their return label and they should be able to track it. I returned a product to Express company the same time I returned the scarf to coach factory store. I already received the refund from Express company, but Coach factory. If I would've known they couldn't even look up the inbound tracking number in their system or they have poor management skill of returns, I should've just taken to their outlet store to get refund. Such a bad experience shopping online at this company. my Order Number is [redacted]. Please let me know if you need additional information to solve this issue. Thank you!

Product_Or_Service: CAMPBELL FLORAL 40 X 40 PRINT SCARF

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Please issue refund for the scarf $41.3 with tax!!!

Business

Response:

Dear Sirs,

Review: I HAVE COPIED AND PASTED THE LETTER SENT TO THE OFFICE OF THE CHAIRMAN TO DETAIL THE INCIDENTS. THERE IS ADDITIONAL DATA TO BE ADDED IN Y OUR - ADDITIONAL COMPLAINT DETAILS June **, 2013 Office of the Chairman [redacted], Chairman and CEO [redacted] Dear [redacted] I am taking the time to provide much needed feedback about your customer service department or the lack thereof. This is VERY important to me so I do hope that it is important to you to take the time to read this letter in its entirety. You see, I made a purchase on 6/**/13 for a set of the packable totes. This is something that I have patiently hoped that you restock since the beginning of the year. I already have a set in light blue yet the colors do not match. I purchased one online and realized that I needed the smaller bag as well, only to find out that the light blue was sold out. So I began my hunt, I called the [redacted] store – Nothing, I called [redacted] on State Street – Nothing, I even called the 1-800# and still Nothing. Finally I called [redacted] the outlet store – THEY HAD IT! I drove an hour and a half on a work night to complete my gorgeous traveling set in light blue. Well I got home and to my dismay the light blues were different. LET’S TALK ABOUT DISAPPOINTMENT. So there I was and have been since March with bags that I cannot use. You see I am your customer that would pay the same price for the wallet as I do the purse because they need to match. ? So it was very challenging for me to be happy with my travel bags at this point and have never used either one. Soooo……. Can you imagine the excitement when you offered the bags again AND I saw them in time to get the same color? Oh boy! I jumped right in to place my order. There I was typing in my credit card number in total elation. My card was declined to my unexpected dismay. I know that it was a mistake but I would handle it after I place my order. ? I just pulled out another card completed my transaction received my email that my purchase was completed on the second card. I proceeded to contact the 1st card to find out why it was declined Can you imagine the surprise when I was told that COACH has placed the $163.63 hold on my “declined’ account? Now I have 2 banks with charges for $163.63 from COACH. Okay I say, just call COACH back clearly your system ran it thru 2 times that is why it was declined and mistakes do happen so I am sure that I would not have any problems clearing this up. After all this is a high-end company with high-end values, I am sure that I will get an explanation and immediate resolution. That was NOT the case. I have made a total of 10 phone calls to get this resolved between my bank and COACH and 6 of them were to you, COACH the customer service team. My first call was to [redacted] at 9:53am on 6/**/13, she advised that my funds had not posted to COACH yet and once it is posted I can request to have it rejected so I was to call back later in the day to confirm the posting status. When I called back at 5:03pm to follow-up I spoke to [redacted], she advised that there were no notations that I had called that morning and spoke with [redacted] and that the resolution would take a fax to be sent to my bank from COACH needless to say [redacted] did not advise me of the fax. What [redacted] did do was place me on hold and “called” my bank to advise them to release the hold but came back on line to say that I should check later that day to confirm the release of my funds (which I did at 5:03). So now I am really upset and [redacted] was kind enough to give me details and handled the call with empathy. When [redacted] and I hung up I realized that I had received an email stating that the large bag was unavailable for immediate delivery. So now COACH has $327.26 of my money and NOT the product. The more I thought about it the more upset I became. You see even after holding my funds I still wanted the products that I have waited nearly 5 months in hopes that it would be sold again. At 5:31pm 6/**/13 I called customer service back and got [redacted] again, I cancelled my order. There is no way that COACH will have my funds and not have the product and I remain okay with that. Out the window the trust factor is gone! Monday 6/**/13 8:09am I called my banks to check my balances - no refund. I called COACH back at 8:22am and spoke with [redacted] she advised that the credit can take 24 hours to 10 days if COACH does not submit the request to debit. Well that would be okay if both of my accounts were not held up…….. At 8:34am I gave [redacted] the fax # to one of my accounts (the other does not allow 3rd party contact). Well at 2:08pm I called both of my banks and the funds had not been refunded however since the request to debit had not been sent they both were able to refund my money nor had they received the fax from [redacted]. Finally at 5:30pm, I spoke with [redacted] and I advised him that I had my funds so there was nothing that COACH needed to do, since nothing had been done thus far. I am pretty sure that as you have established your brand, expanded the brand and have reinvented your brand to stay a cut above the rest you never considered the satisfaction of the client. As you consider your profit and loss margin, did you include the consumer or just the dollars and cents? With all of the information provided above the final result was with NO HELP from COACH. It seems that everyone at COACH was aware that my funds would be returned so why go through the trouble of assisting the client. Sorry to have been such an inconvenience to your establishment. Well as of today 6/**/13, I have yet to receive a call from a supervisor as I was told that I would. I spoke with 6 people and NO ONE offered an, “I’m sorry this has happened to you”, here is a consolation prize. The bottom line is that COACH products are WONDERFUL; the prices are of a GREAT bargain but the customer service COMPLETELY AND TOTALLY SUCKS. Mistakes do happen but if you are able to recover the error consumers will stay with you and will continue to refer friends/family. As much as I will miss not having my matching traveling bags and other awesome items from COACH I need to walk away. Standing behind your brand includes how you treat your customers and this was a HORRIBLE experience. I do still expect a phone call and if I am not available please leave me a voice message with your return number so that I can call you back. Signed, One Sad, Disappointed, Discouraged, Shocked EX Customer. [redacted] ###-###-#### ON 6/**/13, 2 GIFT CARDS WERE MAILED TO ME AT $50.00 EACH HOWEVER ONE IS I NVALID AND COACH WILL NOT HONOR IT. I WAS TRYING TO MAKE THE PURCHASE STILL. THE CUSTOMER SERVICE LETTERS ARE SIGNED BY A [redacted], WHICH NO ONE IN THE COMPANY HAS A RECORD OF HER - NOT THE CUSTOMER SERVICE REP, NOT THE MANAGER ( [redacted]) NOR THE CORPORATE RECEPTIONIST ([redacted]). IN ADDITION TO NO - [redacted], THERE IS NO [redacted] WITHIN THE OFFICE OF THE CHAIRMAN IN WHICH [redacted] IS THE CEO - I HAVE LEFT A MESSAGE FOR HIM TO CONTACT ME. THE LETTER WAS RECEIVED BY COACH ON 7/*/13 - YET PER [redacted] THE GIFTS WERE SENT OUT DUE TO THE LETTER I SUBMITTED. THAT IS FALSE BECAUSE THE ABOVE LETTER WAS SENT 10 DAYS AFTER THE GIFT CARDS WERE SENT OUT. HOW MANY BOGUS EMPLOYEES CAN ONE COMPANY ALLOWED?Desired Settlement: I HAVE A FEW REQUESTS FOR RESOLUTION. 1) CREDIT ME THE PURCHASE AMOUNT FOR THE ORIGINAL BAGS THAT I HAVE. ----ONE BAG WAS PURCHAED ON-LINE AND THE OTHER I PURCHASED AT THE OUTLET STORE IN [redacted] - AGAIN THEY DO NOT MATCH SO I WILL NOT USE THEM 2) SEND ME A SET OF THE BAGS OF WHAT I WANTED IN THE FIRST PLACE. - WEEKEND PACKABLE TOTES - COLOR - SILVER/COOL BLUE - LARGE - STYLE #[redacted] - SMALL - STYLE #[redacted] I WOULD LIKE THEM BOTH REPLACED TO MAKE SURE THAT THE COLORS ARE THE SAME THANK YOU!

Business

Response:

Dear Sirs,

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

We are sorry to hear that [redacted] is unhappy because she ordered what she thought was a matching travel bag in light blue, and the bag was not the same color as the light blue bag she already had purchased. [redacted] may return any unused merchandise with receipt that does not suit her tastes to our Coach stores or to our Jacksonville Customer Service facility for a full refund.

I have been told that [redacted] was sent 1 (one) $50 Coach Gift Card as an accommodation for the pending authorizations to her card, and was mistakenly under the impression that she was receiving two Coach Gift Cards, which is not the case. One Coach Gift Card in the amount of $50 is all we are able to offer.

We apologize for any inconvenience and we look forward to welcoming [redacted] into our stores again 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]

This is very disheartening that COACH refuses to read MY letter or call me directly as requested 4 times. Clearly the translation of MY situation entered/interpreted/perceived is grossly incorrect.

[redacted]PLEASE READ THIS DATA & MY LETTER [redacted]

1) I have not EVER tried to return my products purchased in February and March prior to my Revdex.com complaint. I was trying to REPURCHASE the entire set in the matching colors on 6/**/13 at my complete cost. No I was not satisfied with the different colors but again I NEVER tried to return the products.

2) I received TWO (2) gift cards ([redacted] & [redacted]) from COACH in which one is not being honored. I did not ask for them so I was not “expecting” to receive. Both gift card letters are dated 6/**/13 (the date in which 2 of my bank account funds were held by COACH in error). I did not get them delivered to me until 7/*/13, AFTER I sent the letters to [redacted] and [redacted]. I sent the letter to Corp because no one at COACH seemed concerned about the error that was created, I did not receive the phone call that I was told that I would from a manager. As large of the issue that you created for me, I would think that COACH would be empathetic to what COACH caused and follow through on the request made – call me. Well in spite of no call, when I received the 2 gift cards, I was still willing to take my chances on the bags and order the one in hopes again that it would match.

3) If “you” review your response to the Revdex.com and MY points 1 & 2 – they do not match. If “you” LOOK into your system you will see the DATES in which these events occurred, again they do not match. If you read my letter, you will see that your response to Revdex.com, to me was totally off the mark.

The Revdex.com complaint became essential when I was A – given two (2) gift cards, and I was told that 1 was sent in error and would not be honored. Just think for a moment the embarrassment that COACH would have caused me if I had gone into the store to make a purchase. B - Two erroneous employee names [redacted]-COACH Customer Service (live signature on the letters with the 2 gift cards) and [redacted] Chairman of the Office – Please do not provide leadership names of employees that do not exist. Company honesty and good client service is most important to a client.

RUN & Easypay -

Full Level Tax Coordinator

###-###-#### - Phone

###-###-#### - Fax

Chicago Loop

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. We are sorry to hear that [redacted] is unhappy. We are willing to send [redacted] a second $50.00 gift card as a special accommodation to [redacted] as a long standing customer. She should receive this gift card in the mail next week. We apologize for any inconvenience, and we hope that this resolves the issue. We look forward to welcoming [redacted] into our stores again in the future.

Best regards,

Counsel

Coach, Inc.

Review: Original Complaint ID #: [redacted] Please review my initial complaint. COACH and I had made an agreement (please see the letter from them below). I spent money shipping the original purse back to them, gave them all of the information on the new purse they were to ship to me and today, I once again got the original purse back stating that they were not going to exchange it.

LETTER THRU Revdex.com From COACH:

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

COACH [redacted] We hope this provides and helps to resolve this issue.

Kind regards, [redacted]Desired Settlement: I signed off on my original complaint assuming that COACH would hold up to their end of the bargain, which they have not. I am so upset I don't even know how to express it. [redacted] and [redacted] gave me instructions on what to do which I follow exactly. I even put a copy of the agreement in the box. The letter I received back today with the original bag that was supposed to be exchanged was from [redacted]. The box was specifically address to [redacted] as COACH had instructed me to do. I enclosed all of my original paperwork from my original transaction and now I don't have that paperwork, they kept everything. How am I supposed to proceed? Never in my life have I ever experienced customer service this rock bottom. I am thoroughly disgusted at this point.

Business

Response:

Dear Sirs,

We sincerely apologize for the complications [redacted] experienced with her initial exchange.

It is my understanding that our lead customer service manager contacted [redacted] directly and personally assisted with a new exchange for a selection that [redacted] should receive via UPS this week. If [redacted] experiences further complications with her exchange request, I invite her to contact me personally at [email protected] for immediate assistance.

We hope this resolves the issue and helps to restore [redacted]’ faith in Coach and our customer service.

Best,

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,

Tried to return a bag on 12/** that was purchased on 12/**. The sales associate said it was used because the tags were removed, when in fact, they removed the tags upon gift wrapping. I later was told by a former employee that their commissions are negated when bags are returned.
This was a horrible experience and now I am stuck with a bag that I don't want.

Review: I brought the Park Leather Double Accordoin Wallet item# 888067295191 from the Coach Store in [redacted] in late Summer 2014 as a birthday present for my mother, who at the time was overseas on vacation. She came back on 9/*/14 and after I give her the wallet told me the zipper was broken upon receiving it. We brought the item back for an exchange/or store credit today on 10/** at 12:50pm (this location is a little out of our way). We spoke with [redacted] and immediately without asking, she assumed that we use the wallet up until now and said the store policy was to send it in for repair which would cost us $20 or receive a store credit of $48.99. I told her that the product was unused and had an defective zipper and we paid around $120 for it. There were NO signs of soil or use at all and she try pointing out some areas where she saw "soil". I explain that these were imperfections and and the items that they have on display all show the same or even more signs of imperfection. I did take numerous pictures of the wallet as well to show it was new. By then she seem annoyed by the fact that I had pointed out the obvious. I asked her if a wallet being used for 2 months would look close to that condition and she acknowledge it would not. However she insist that the only two options were to send in for repair at $20 or store credit for $48.99. I told her that we will take the store credit and start taking some pictures before handing over the wallet. At this point she may have implied that they may be able to waive the repair cost but this has already turned into an embarrassing situation for us and we did not want an "fixed up defective wallet" or come back for it since this location was a little out of our ways. I got the store credit and left.Desired Settlement: We paid around $120 for the wallet and and only got a store credit back for $52.36. We would like the remaining amount refund back to us since this was an defective product. [redacted] should not have assume that the item was used and further inconvenience the consumer with a slightly annoyed attitude for an defective product that the company should stand behind.

Business

Response:

Dear Sirs,

We are in receipt of [redacted]’s Revdex.com complaint about her recent return with Coach. 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. 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.

Per our return policy, without an original receipt, merchandise may be returned for the lowest price within the past 30 days in the form of a Coach Merchandise Card only. Our records show [redacted] was offered the current exchange value for the wallet ($52.36) since it was returned without a receipt.

We are sorry [redacted] is not satisfied with the return amount. We will be glad to issue a refund for the price difference with a copy of her original receipt. We invite [redacted] to email a copy

of her original receipt to [redacted].

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.

Chairman’s Office Customer Support

C O A C H

Review: Coach refused to honor sale price of item. I purchased an item, received confirmation of order, then I was told item was on backorder, but they expected to receive more. Five days later, Coach cancelled order and was told I could repurchase same item at double the price. Product_Or_Service: BOYFRIEND SQUARE STAINLESS STEEL BRACELET WATCH Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement I want the item I ordered at the original offered and accepted price. They should not be able to offer an item at such a low price, take my money and then cancel my order and then tell me if I still want it, it now costs double.

Business

Response:

Dear Sirs,

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

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

As an accommodation, we sent [redacted] a $25.00 merchandise card for her to use towards any future Coach or Coach Factory purchase. The card was shipped to [redacted] home address and should arrive within 3-5 business days.

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

Best regards,

Coach, Inc.

Consumer

Response:

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

They continued to sell the watch in subsequent sales for a much higher price, and I was told that I could repurchase the watch at the new price, refusing to honor the previous sale price for the same item. I believe they cancelled my order in bad faith, in order to sell the item for a higher price. Therefore, I believe they are committing unfair sales practices.

Sincerely,

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

Business

Response:

Dear Sirs,

We sincerely apologize if the information in our previous response seemed inaccurate. As of October [redacted], when we initially responded to [redacted] complaint, the watch [redacted] ordered had sold out and was not available for re-ordering. Customers have since returned the requested watch, and we currently have four (4) units available through our Returns Department. [redacted] is welcome to re-order the watch for the originally offered price of $89.40 by calling our customer service line at ###-###-#### and placing an order. Additionally, she can use the $25.00 merchandise card we sent with our initial response towards her purchase.

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

Kind regards,

Coach Inc.

Review: I ORDERED TWO COACH PURSES FROM THE INTERNET, I GOT THEM IN THE MAIL THEY WERE BROKEN, CHEAP AND KNOCK OFF COACH PURSES. I EMAILED SERVICER [redacted] (THE CONTACT NAME) I WAS GIVEN TOO MANY TIMES. I WAS EVENTUALLY TOLD TO MAILED THEM BACK (THEY CAME FROM CHINA) AND I DID. I HAVE NOT HEARD ANYTHING FROM SERVICER [redacted] SINCE. NOT ONLY WAS I OUT OF 137.00 FOR THE PURSES AND 15.00 SHIPPING, I HAD TO PAY AN ADDITIONAL 32.00 TOMAIL THEM TO CHINADesired Settlement: I WANT MY MONEY BACK, THEY HAVE THIER CHEAP PURSES BACK. I ALSO HAD OPENED A CLAIM THE NUMBER IS # [redacted] WHICH YOU CLOSED THE COMPLAINT. I DIDN;'T GET THE EMAIL AND ANSWER BACK IN THE ALLOTTED TIME.

Business

Response:

Dear Sirs,

We write in response to [redacted]'s Revdex.com Complaint. We are sorry to report that we believe that [redacted] did not purchase a handbag from Coach, but from a counterfeit Coach website. We had previously asked [redacted] to provide the “url” or domain name of the website where she purchased these handbags. However, we have not received a response in this regard.

If [redacted] had purchased these handbags from Coach she would have been instructed to send them to our Jacksonville, FL center for repair (not China) and the shipping fee for repairs is $20 (not $32).

The only places that Coach can guarantee the authenticity of the products are [redacted] and [redacted], and our business partners such as Macy’s, Dillard’s, Nordstrom and Bloomingdale’s. One of our best lines of defense against counterfeiters is better education of the consumer. To that end, Coach maintains a counterfeit education tab on [redacted], warning consumers of the harms of shopping on questionable websites.

If [redacted] is able to provide us with the “url” or domain name of the website where she purchased the handbags, I will provide that information to [redacted] handles all of Coach’s online enforcement. In the past 12 months or so, we have successfully removed or recaptured over 500 websites, that were either selling Coach counterfeits or trading on Coach’s name. Unfortunately, as many other brands are also experiencing, enforcement it is like a game of whack-a-mole. The output for the counterfeiter to set up a new url is insignificant in comparison to both the financial return that counterfeiters receive and the cost to Coach to take action. However, [redacted] will take any action that he deems appropriate, which may include one or more of the following to: cease and desist letter to registrant or ISP, UDRP or ACPA.

Again, we are sorry to hear that this happened to [redacted]. We hope to welcome her to 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 beca

This is the info I already sent: The URL # is

Fashionpay

Merchant Order No. : [redacted]

Order No. : [redacted]

Payment Date&Time : 03/**/2013 18:23:56 GMT

Amount : 137.98 USD

You can enter this website [redacted] to find the tracking number of your order.

We ([redacted]) are the professional third party institution engaged in dealing with all disputes among sellers, payment processor and customers.

We'll try our best to help you until you are satisfied with it.and you also can send complaint E-mail to [redacted]

Review: On January **, 2016, I made a purchase on coachoutlet.com for a total of $367.29, and I received an email confirmation of the order, but for some reason, Coach cancelled my order! On January **, 2016, Coach only refunded $87.34 to my credit card, but the remaining amount of $279.95 was not refunded. I called Coach on January **, 2016 to find out when they will refund the remaining $279.95 to me, but they said that the $279.95 was refunded to a [redacted] ending in [redacted] on January **, 2016. However, I kept explaining to the Coach rep (named Kareen - she refused to give me her last name) on the phone that Coach refunded to the wrong credit card, because I don’t have a [redacted] ending in [redacted] at all. Unfortunately, the Coach rep told me that there’s nothing Coach could do now to reverse the refund from the wrong credit card to give back to me, and she’s sorry. Well, sorry cannot resolve the problem. I need my money back, and Coach is refusing to get the $279.95 back from whoever they wrongly refunded to and return the $279.95 back to me. This is ridiculous! I’ve never even heard of such ridiculous excuse! I’ve received refunds from other online retailers before, and they have always refunded the entire amount back to me, so what right does Coach have to not refund the entire amount back to the customer (me in this case) the entire amount?Desired Settlement: Refund the $279.95 back to me!

Business

Response:

Dear Sirs, We are in receipt of [redacted] Revdex.com complaint regarding her online order [redacted], placed on January [redacted], 2016. We apologize to [redacted] for any upset or inconvenience that she may have experienced but can assure her that our associates are highly trained in customer service and did provide our correct refund information. Our records show [redacted] order was canceled on 1/**/2016 and the refund was completed to the original form of payment. Since [redacted] is unable to confirm the credit for $279.95 on the master card ending in [redacted], Coach will reverse the credit and mail a refund check to [redacted] mailing address in the amount of $279.95. Delivery can be expected within 10-12 days.

Consumer

Response:

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

I have not received the refund check yet.

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

Sincerely,

Review: I bought a watch on an after Christmas sale in a Coach store in [redacted] and the salesman assured me that my son can return the watch to any store and get a refund if he does not like it. However when he went to the other store to return the watch they gave him a sore credit. Providing that we never go to the coach store (this was a one time shopping thing) this refund is useless for me.Desired Settlement: I would like to give back the useless store credit of 85.32 dollars and have that money put back on the credit card I paid the watch with initially.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her return with Coach. 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. 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. Per our return policy, Coach Outlet merchandise returned to a Coach Full Price store may be returned for a Coach Merchandise card only. We will be glad to research and issue a refund for the original transaction with a copy of her original receipt and Coach Merchandise Card number. We invite [redacted] to mail a copy of her receipt and the Coach Merchandise Card to the following address: Customer Support [redacted] We hope this response addresses [redacted]’s concerns. We value her business, and we hope that she decides to shop with us again in the future.

Consumer

Response:

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

[Your Answer Here]

This is a good step forward but of course we do not have a resolution yet, we need to wait and see what will Coach do when they receive the receipts and the (unwanted) gift cards. We can then review the resolution.

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

Sincerely,

Business

Response:

Dear Sirs, As stated previously, we will be glad to research this situation and issue a refund for the original transaction with a copy of [redacted]’s original receipt and the Coach Merchandise Card number. Upon receipt of the requested documents, it will take 2-3 business days for processing. [redacted] may contact our Coach Customer Service Department at ###-###-#### regarding any additional questions or concerns. This case is noted under her name and address.

Consumer

Response:

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

Sincerely,

Review: My husband purchased a purse from the store as a Christmas present for me. I took the purse with the original receipt back to the store the day after Christmas to exchange the purse for a different color. The original purse was brown and I wanted to exchange for a black one. I GOT THE SAME EXACT PURSE, JUST A DIFFERENT COLOR. When getting to the counter to make the exchange I was told that I would have to pay a difference because the promotion had changed since my husband had purchased it. I asked to speak with the [redacted], who was standing right next to the employee who was helping me and the [redacted] was extremely rude. [redacted]. She cut me off while speaking and was making inappropriate comments to me. She did exchange my purse at no cost, but I noticed several other people having to pay to exchange for a different color. [redacted]'s behavior was completely inappropriate and I am disappointed that Coach is trying to make more money off of the original purchase just for a color exchange. They sell the purses for 50% off just before Christmas and change the promotion to 30% the day after Christmas. There was several color exchanges as this is common when someone picks out a gift and is not certain of the color to get. The [redacted]s behavior was very disappointing for the amount of money people are willing to spend. I would have preferred a full refund, but my husband would have been upset if his gift was returned. I will no longer purchase from Coach and I have informed my family to shop for other brands when buying handbags.Desired Settlement: Just an apology would be nice.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her recent return with Coach. We apologize to [redacted] for any upset or inconvenience that she may have experienced during her recent visit. Given the promotional nature of the Outlet business, prices can change depending on what value is being offered. 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. We value [redacted]’s business and feel confident that in the future COACH will provide her with the quality of service she has every right to expect. As a special consideration, for being a loyal COACH consumer, we are happy to offer [redacted] a 25% discount off one Retail COACH selection on Coach.com. This offer 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.

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 made an online purchase with Coach, [redacted], ###-###-####. Purchase was made on 12/**/13. Estimated delivery date was 1/*/14. After 1/*/14 and not receiving my purchase, I contacted Coach. First contact was on 1/*/14. I was advised that the shipping company, UPS, website showed package was left on my porch on 1/*/14. Coach stated all they could do was re-ship whatever items they still had available (this being an outlet online store) but with the stipulation that I could not return or exchange any of the items that would be re-shipped. I said that was not acceptable as some of the items were birthday gifts and what if the receiving party was not happy. I also stated this was not agreeable to me due to as a consumer, I should have the right to return or at least exchange my purchase to my satisfaction. Coach advised me in order to get a refund I would have to file a claim with my credit card company. I have since spoken to my credit card company, who states there is nothing they can do since I did infact make a purchase with Coach and even though I did not receive the product, there was nothing they could do. I then called Coach again advising what my credit card company had stated. Again, Coach informed me they could only re-ship whatever items were still available simply due to UPS stating they had left the box on my porch. Even though there was no proof that the package had in fact been left on my porch and/or that I had received the package.Desired Settlement: All I want is credit for the entire purchase in the amount of $182.77 to my credit card that I used to make the original purchase. I am the consumer and therefore should be satisfied with my purchase. Coach has failed to provide the items I in good faith paid for. Coach has failed to prove delivery of the goods I agreed to purchase. Coach's response to my complaint was not satisfactory to me as a consumer and would not be able to provide the items I originally purchased.

Business

Response:

Dear Sirs,

Review: I ordered a COACH product online on Oct. [redacted] - the first day of the sale of PEANUTS items. I received a confirmation email immediately after I purchased the item. I heard of multiple issues with the sale of items by COACH and how many folks, after receiving confirmation emails, were emailed that their orders were cancelled 12+ hours later. I emailed COACH to verify my order on 10/**. Received a response on 10/** from [redacted] at COACH confirming that my "order was successful and is expected to ship within 24-48 hours."

I followed up today when I still haven't received the item and was told by a [redacted] that "unfortunately, the Snoopy portfolio you ordered was sold out and we are unable to process your order."

I promoted this sale on my club Facebook page ([redacted]) to over 200,000 fans and have been embarrassed by representing a brand that did not deliver. I have had to field many complaints about non-delivery of product. Unacceptable. I put my reputation and the club's on the line for COACH and now I have to deal with non-delivery of their product after confirmed emails.

In my last email, all COACH does is apologize for the inconvenience - not acceptable.

I can send copies of all email correspondence if required.

Business

Response:

Dear Sirs,We are in receipt of [redacted]’s recent 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.We regret the disappointment we caused [redacted] by our inability to fulfill her recent order for the Coach X Peanuts Collection Folio. The response to the launch of this product was both unprecedented andrecord setting. Please be assured we are working diligently to ensure a situation like this does not occur again.We did try to contact [redacted] on 11/**/2014; regrettably, we have not received a response. We would be pleased to contact her again once the Coach X Peanuts Collection Folio becomes available to purchase. We look forward to welcoming [redacted] into our stores in the future. Chairman’s Office Customer SupportC O A C H

Review: In August 2010 I purchased a Coach shoulder bag at the Commerce, Georgia Coach Outlet store. In September 2015 the zipper on the shoulder bag separated from one side of the track; the bag can no longer be securely closed. I called the outlet store and asked if the Coach policy allowed for replacement or repair of the shoulder bag under their lifetime guarantee. I was advised to bring the bag in to the store for a visual inspection before a determination could be made. On September **, 2015 I brought the shoulder bag to the Commerce outlet store. I showed the shoulder bag to a clerk and asked if it could be repaired under their lifetime guarantee. The clerk led me to believe that repair of the zipper would not be a problem. The clerk told me I would have to pay a $20.00 fee to the store so they could send the bag to Coach for repairs. I paid the fee and received a receipt that specifies the item purchased was "repairs." I was told the bag would be returned to my home address within four weeks, according to the store clerk. On October *, 2015 the bag was returned to my home address, unrepaired. The letter that accompanied the bag stated that a repair by their "craftsmen" was not possible. The letter offered me a 40% discount on my next full price purchase in a Coach store or online.

I find it hard to believe that "craftsmen" can design and create Coach products but can not repair the zippers on the products. Also, it should not cost $20.00 to learn that information. Coach Outlet Store personnel should not offer false hope of repairs to their customers. The offer of a 40% discount on a full price product is a marketing tool designed to pry more money out of customers. I am not inclined to spend full price money for an unrepairable product.Desired Settlement: I would like a refund of the $20.00 repair fee.

Business

Response:

We are in receipt of [redacted]’s Revdex.com complaint about her recent repair request with Coach. As you know, Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. Coach is willing to refund the $20.00 shipping fee for the repair return that [redacted] paid. The refund check will be mailed to [redacted]’s address within 10 business days. Again, we are sorry to hear that [redacted] is unhappy with her repair request. We hope to welcome [redacted] into our stores again the future.

Consumer

Response:

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

Sincerely,

Review: I purchased the Coach Swagger 37 in May 2015 from a store location in Wichita KS. In December 2015 the handle of my purse cracked, so I took it to the store where I purchased it, and had them send it in for repair under warranty. I was told it would take up to 8 weeks. On week 9, I still hadn't heard anything, so I started calling around about it. After getting the run around for a bit I finally got an answer. To my dismay, I was told by corporate that my purse had been shipped "to the wrong department" and had been "sitting in a box" the entire time. Corporate told me that instead of having me wait another 8 weeks, they would just send me a brand new purse. They assured me and reassured me that it would be the identical purse of same quality. I received it in the mail around March 2016. On Sunday May **, 2016 I finally decided to use it. I had looked at it after receiving it, and was skeptical about the leather. It felt different, but I dismissed my thoughts as being silly. I realized I was right after all. When I looked at it on Sunday, I noticed the hardware was broken. I did a [redacted] search and also realized my purse was made for an Outlet store. This means it is a cheaper leather, cheaper hardware...etc. Made for outlet is why they sell it at a steeper discount! My original purse was NOT an outlet purse! To be certain, I called the store I originally purchase from, and the manager told me to bring in my damaged brand new purse and she would do an exchange. Today on May **, 2016 I took it in for the exchange with a manager. She scanned the tag on my purse, then completed the exchange (she ordered a new one to arrive in a few days). When she gave me my receipt it confirmed my suspicions. The Barcode on my returned purse was different than the new one ordered. The returned purse also had an "F" before the style number, which signifies it is a made for outlet purse. I asked the manager about this, and she verified that I did indeed have an outlet purse. I am in dismay that corporate would take my purse of high quality that I purchased at a regular Coach store, and replace it with a cheaper version of it when I sent it in for repairs!!! This is highly unethical, and I believe I should be compensated for being ripped off.Desired Settlement: I would like them to personally apologize for ripping me off, and I would like to be compensated for it.

Business

Response:

Dear Sirs, We are committed to resolving our customers’ concerns and we want to make sure that every Coach experience is a positive one for our customers. We understand that [redacted] is upset and we do apologize for the inconvenience. Our records show that a Coach Retail replacement Pebbled Coach Swagger 27 was shipped and delivered to [redacted] on May **, 2016. As a further accommodation to [redacted], Coach is willing to offer a one-time discount offer of 25% off [redacted]’s next one item retail selection. This discount may not be used in conjunction with any other discount or promotional offers. To use her discount, [redacted] may simply call Coach Customer Care Department at ###-###-####. Her discount is noted under her name and address. Customer Care 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 in the future.