Coach, Inc.

Review: I order 5 items through the phone from Coachoutlet.com on Sunday Nov [redacted] 2015 at around 7:30 Mountain Time. One of them was an Icon Long Puffer. When I placed the order, the price was $249 plus 30% off which made it to $174.3. I double confirmed with the customer representative for the price and I even have the screen shot to show this price. After I placed the order, there was no any confirmation email. I waited for almost 2 days and still didn't get any confirmation or any information about my order. Therefore, I called the customer service of Coach and my nightmare started. I waited for 30 minutes and the customer service can't see or do anything and just asked me to call another number which has closed at that time. I called the other day and spoke with a customer representative. She told me that they need a phone number to verify my credit card information. However, during the three days waiting time, I didn't get any information to ask for it. Any way, I gave them the phone numner and they said it didn't go through. Therefore, I gave them another card which went through. However, when I verified the total amount, I found out the price of the Icon Long Puffer raised for $30 plus. They said the price of this item is $299 plus 30% off. I told them it was not the price when I ordered it. They said that they can't see the price of 2 days ago. I asked then how could it be possible as all the computer system should have the historical data for at least a several days. The customer representative put me on hold for about 10 minutes and came back to tell me that they are pretty sure the price was $299. I really don't know how their business worked but the information from the customer service is inconsistent. They are not hornest. I really shocked and felt so mad that such a big company has no integrity and cheated to the customer. I will never buy anything from Coach and I will tell this to all of my friends.Desired Settlement: I need the price of the time when I placed the order to be honorred.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint regarding order [redacted], placed on 11/**/15. 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. As a special accommodation to [redacted], Coach is willing to credit $38.06, tax included, back to [redacted]’s order. This transaction will take 3-5 business days to process. We value [redacted] business, and we hope that she decides to shop with us again in the future.

Review: My wife and I purchased a pair of women's gloves from a California Coach store for our daughter who lives in [redacted], OH. as a Christmas gift. The weaving on the thumb of the glove came undone. She took the gloves to a Coach store and the employees were very rude to her, merely suggested she call customer service, rather than offer an exchange.Desired Settlement: Affirmation that Coach stands by their products.

Affirmation that Coach provides customer service education to employees.

Replacement of the named gloves.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about his daughter’s recent experience with 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 invited [redacted] to email us directly, as we need additional information to research this complaint and address his concerns: Store location in [redacted]: Name or Description of Associate: Style name of gloves or picture of gloves: We value our customer’s business, and 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 took my mothers cross body bag into coach for strap manager said they would ship it in and get it fixed got it back today and they didn't fix it called and gave a run around warranty says it's covered for lifeDesired Settlement: I want a refund for my purse

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 repair request.

I have reviewed our repairs specialists’ notes on [redacted]’s bag and note that the following assessment was entered into our repairs database: "Bag appears to have been cut by something…worn, scratches." 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 strap was badly damaged and could not be fixed by our expert repairmen.

However, as a one-time accommodation to [redacted], we can ship a replacement black cross body strap to her home address. Should [redacted] choose to receive this replacement strap, I invite her to 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.

Kind regards,

Review: I purchased a bag which needed repairs within a few months. It was under warranty. I sent the bag in for repairs through a Coach store (Ref # [redacted]). The bag was lost during delivery. [redacted] claimed to have "left on front stoop" - but I live in a doorman building and every package is signed for.

The bag was originally $695. I purchased it with a 40% off coupon, which I received as a consolation because I had another Coach bag which was unable to repair during the warranty period.

Coach has refused to replace the bag. Coach has offered a $417 merchandise credit only, which is not the value of the bag (and did not include the tax paid). I assume Coach has insurance with [redacted] and would be able to recover the full value of the bag, which would leave them with nearly $300 of gain.

I have zero interest in merchandise credit. I have now had 2 bad experiences with Coach bags falling apart within months of purchase. This is totally unacceptable. I am not interested in another bag - I want the bag to be replaced.Desired Settlement: I want the bag to be replaced.

Business

Response:

Dear Sirs, We are sorry to hear about [redacted] recent experience with the delivery of her bag. 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] Coach merchandise credit for the purchase price of $417.00, since her same bag (Embossed Croc Gramercy Satchel in milk) was no longer available to replace. Our records show [redacted] package was delivered on Monday, 12/**/2015 at 1:56 P.M, and left at the front door. [redacted] is Coach’s preferred delivery carrier and we do ship our package(s) via insured and traceable means. However, due to the time frame (30 days) Coach is unable to confirm the delivery with [redacted]. Coach has not received compensation for this package transported via [redacted]. We invite [redacted] to contact our Customer Service Department at ###-###-####, for a similar replacement bag. Coach would provide [redacted] the Embossed Croc Gramercy Satchel in birch (cream grey color). This accommodation has been noted on [redacted] account with Coach, reference order # [redacted]. 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:

Coach's response ignores the points made in my complaint, and repeats what they have already offered. First, Coach's proposal does not make me whole for approximately $300 of value because they cannot replace the bag. To make me whole, in light of the discontinuation of my bag, Coach could offer another 40% off coupon to make up for the one I lost purchasing this bag. Or Coach could increase my merchandise credit by $300. Second, Coach says that they cannot locate the bag because 30 days has elapsed from delivery. Note that Coach's reply falls exactly on the 30-day mark. They could have investigated the issue further at any time during the last two weeks, after I called them and told them I did not receive my bag. Third, I would like follow up to make sure Coach is not being enriched by their insurance with [redacted]. It is not fair to me if they claim the full value of the bag and do not reimburse me for the full value of the bag. I would like Coach to reply specifically to the three points listed in this letter.

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 offered [redacted] a similar replacement bag since her desired settlement was to have the bag replaced. In the event [redacted] does not want the similar replacement bag, we would be happy to provide [redacted] with a 40% discount on her next one retail item purchase. To redeem this discount, she can place an order through Customer Care by calling ###-###-####. Coach stated the delivery information per our records. We have not received any compensation from this package transported via [redacted]. We hope that this provides [redacted] with some options, and helps to resolve the issue.

Review: On 9/**/15, I attempted to place an order on Coach.com using a private invitation that I received in the US Mail. The coupon and card clearly sate, "shop all our latest arrivals and enjoy" and "please join us to discover our new fall collection and enjoy this limited time offer."

After finding and placing one, new fall arrival handbag in my cart, I applied the coupon code, however it stated the item was ineligible for a discount. I thought this was rather odd, because the coupon explicitly states ALL our latest arrivals, not some, not select. I then returned to the homepage where I clicked on the new fall arrivals and I added a different, new fall arrival handbag to my cart. I again was told this item was ineligible for a discount. Again, I repeated the process of adding a different new, fall arrival to my cart, but again I was told that that item was ineligible for a discount.

I phoned Coach customer service, where I explained my dilemma to the customer service representative. I proceeded to give her my coupon number/code and she said, "you're right, this does say all, however the item(s) that you want are excluded." She apologized for the confusion in the matter and stated that if I called back in the morning, a representative could issue me a new code for the item that I wanted.

After I hung up, I contacted Coach via their customer service email, which was 100% useless. I was simply told that the new arrivals were excluded from the September event. Well, that doesn't make any sense, if all the items were excluded, then why does the card and coupon say discover ALL our new Fall 2015 arrivals?!? That is false advertising. I replied to their email, I included photos of the coupon, inside of the card and outside which shows they clearly mislead customers. If items were excluded the coupon should not have said, "Shop all our latest arrivals," it should have said "Shop all* our latest arrivals," then one would immediately know terms and conditions apply. However, stringing "all" and "latest arrivals" together is deceptive marketing.

This afternoon, as the previous Coach representative instructed me to, I phoned Coach. The customer service representative asked which item(s) I wanted and she asked for my coupon code. I told her that my website was not bringing up Coach.com, so I told her the name(s) of the handbag(s) that I liked. She then stated that the handbag(s) were excluded from the sale. She then asked me to please hold while she researched the coupon. After she returned, she stated that the coupon (or coupons like it) had been used for other items and on the back there is an * which states exclusions apply. I told her that if ALL the new arrivals were not eligible for the discount, the front of the coupon should not have said, "Shop all our latest arrivals," further, the card should not have said anything about discovering the "new Fall 2015 arrivals" and "enjoying this limited time offer." She apologized for the confusion, but stated there was nothing she could do.

If the coupon was only good for prior season items, it should have stated that on the front, "Shop our latest arrivals* and enjoy a limited time offer on items from prior seasons," back of coupon: *exclusions apply- this coupon is not valid for new arrivals*. The card should have read: "please join us to discover our new Fall 2015 arrivals and enjoy this limited time offer on prior season items."

Lastly, I contacted Coach customer service again, because I am still unable to view their webpage from my home server. I keep receiving an "Access Denied" message with a reference number (Reference #[redacted]). I can view Coach.com from my phone on LTE , but not from Wi-Fi.

This whole encounter has been very disappointing, I own multiple Coach items (multiple), and I must say, I will reconsider doing any business with Coach given what's happened. I have called customer service three times, emailed twice, and I even called my local Coach store, but nothing has happened.Desired Settlement: A coupon that works for new arrivals, which is what my coupon and card currently state.

15% off your purchase of up to $199.

25% off your purchase of up to $200-494

30% off your purchase of up to $495

Business

Response:

We are in receipt of [redacted]’s Revdex.com complaint. We apologize to [redacted] for any aggravation 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 our limited time offer. The Fall 2015 Collection started to launch online at Coach.com and in Coach Retail stores during the event timeframe, however this collection was not included in this event. Our customers were invited to discover our new Fall 2015 arrivals and enjoy this limited time offer. Coach did not advertise the Fall 2015 arrivals as included in the offer. As communicated by the offer, exclusions apply; see store associate or customer service for more details.If [redacted] is not able to access links, then this may be related to the compatibility of her browser and Coach.com. 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 offer. At this time Coach does not have another coupon offer. We hope this response clarifies the limited time offer that ended on September [redacted]. We value [redacted]’s business, and we hope that she decides to shop with us again in the future.

Review: In August 2013 I bought a Black MADISON KARA Leather Carryall Shoulder Bag for almost $400 (Full Price) and recently I brought it to our local Coach store for repair (which I had to put in another $20 bill)...for the handle was fraying badly and the leather was falling apart. This is a (2) year old Coach purse that even my wallet/mini purse who is (7) years old look a lot better than this purse look.

The purse came back with a letter saying their repair department could not and will not repair it and can only give me a 40% discount on my next purchase with some "exclusions". Their Repair Reference No.: [redacted]

REALLY??!!!

Totally unacceptable and whoever took over Coach revamp their whole quality inventory and their whole policy procedure...for they could not even repair a "Black" synthetic leather strap!!!

C'mon!!!! You have got to be kidding me!!!

I want a REFUND!!!Desired Settlement: REFUND!!!

Business

Response:

Dear Sirs, We are in receipt of [redacted] Revdex.com complaint about her recent repair request with Coach. As you know, Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. We have reviewed our repairs specialists’ notes on [redacted] bag. Coach considers this kind of damage to be attributable to normal wear and tear and it is not covered by our warranty. In fact, in most instances, it would be impossible to repair this kind of wear on the handle. Coach informed [redacted] that this type of wear and tear was not covered by Coach's warranty and could not be repaired, instead, extending to her a 40% off discount on a new retail item. As a further accommodation to [redacted], Coach is willing to refund the $20.00 shipping fee for the repair return that [redacted] paid. The refund check will be mailed to [redacted] address within 10 business days. Again, we are sorry to hear that [redacted] is unhappy with her repair request. We hope to welcome [redacted] into our stores again the future.

Consumer

Response:

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

[Your Answer Here]

Dear Sir/Madam:Despite the fact that Coach had refunded my $20 repair cost...I felt that the hard earned money that I have poured into the purchase of the bag had not been worthwhile. For the item was clearly defective (I tried to attached some pictures of the condition of the bag after only 2 years but unfortunately they were not attaching...send me a private email and I will send them for your perusal) and not your usual wear and tear item.I am more than willing to return their item for it is clearly not the same quality as they use to be 5-10 years ago and as their records will show I havebeen a frequent customer of theirs.As I have read their responds to me and interpret their answer...it is when you basically buy something from Coach this days regardless if it is $10 or $10,000 their items are "INFERIOR" in quality for they can "ONLY" guarantee their item/product for (1) year and (1) year "ONLY"...the rest...you are on your own.The public should be aware of this and I will definitely spread the word via social media and other source of media if Coach is unwilling to settle this matter with me.This is unfair especially for hard working Americans who try to make a living every day and treat themselves once in a while with something nice thinking you are buying something quality and promoting brand items that has been in business for decades thinking they are reliable and trust worthy and will stand with their products but apparently only are more concern of their wealth and greediness.This is a very good example of a business that has gone from an "Excellence" to "Mediocre" in quality and service...to my opinion...unless...I am proven wrong...

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

Sincerely,

Review: On September *, 2014 I purchased 2 coach purses as gifts for my teenage granddaughters, as of last month April 2015 the purses began to tear on the on the sides (less than 6 months old). When I purchased the purses in September the purses was under the old policy that may be replaced or refunded if any damage. When I took the purses to the Coach Store I was told that because the company changed it policy late September 2014 I could not return, exchange or even get a refund for them. I was told by the sales person that there was nothing I could do and I would have to take the 125.00 loss; I refuse.Desired Settlement: I am asking for an exchange for the product, if no exchange I am requesting a refund. for 125.00

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint about her granddaughter’s bags. We apologize to [redacted] for any [redacted]et or inconvenience that she may have experienced during her recent visit. 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 the bags to Coach for an evaluation. As a courtesy, we have emailed [redacted] a return label with return instructions. A Coach Merchandise Credit will be issued if the bags are defective. [redacted] would need to include a note with her address, daytime phone number and email address. She may include a copy of this correspondence for her reference. 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], unfortunately I received the email 2 days before getting this respiose, so I sent the bags back without any of this correspndence on Saturday 3/**/15, the compay will need to go by the tracking number on the package to resolve the issue; which is [redacted] Label Delivery# [redacted]Sincerely, [redacted]

Review: In April of 2011 I purchased a COACH BABY BAG style F15134 COLOR GREY REGISTRATION # ,[redacted]. I purchased the item at the Factory store in San Marcos. TX.. I did not begin to use the bag until Nov 2011 when my daughter was born... some time around Dec of 2012 the strap broke on the bag. right where it connects to the bag.. it came unstitched. I recently was able to take the bag back to the San Marcos, TX store where I was advised that the bag was under warranty and could be sent back to COACH for repair. I was advised that stitching and hardware items of the back have a life time warranty.. after 4 weeks I got the bag back from Coach with a letter stating the bag could not be repaired and they were sending it back to me with an offer for a discount on a full price item at one of their COACH full price locations. I contacted them via email several times and did not get any assistance on this matter I also contacted them by phone twice. to express my disappointment and request that COACH at least replace the item or provide me with a credit to replace the item. My first call I spoke with [redacted] who put me on hold for 15 minutes and then disconnected the call. I heard her come back to the line and I stated hello several times than herard her disconnect the call with out saying a word to me. I called back a second time I was told by the Customer Service Rep, [redacted] , that the item was out side its "natural life " and there fore they would not honor the terms of their guarantee.. She stated that the "natural life " is 2 years or less. I disagree with this since the item was purchased brand new . They no longer make this item so in order for me to replace it I would have to spend at least $250.00. [redacted] stated that I could send them my receipt showing when the item was purchased and they would be able to look into the matter further. I advised her that I didn't have access to the receipt at this time. She then stated that she could provide me with a one time replacement credit of $98.00 Seriously on an item that retails for 398.00 are you kidding me... that's 1/4 the price... for less than 2 years of use.. [redacted] stated that the bag was older and showed significant signs of wear. The item is used ever day to transport my daughters things and is in good condition and does not have any signs of excessive wear... there are a few scuff marks on the white leather surfaces. but nothing extreme.. I will be more than willing to provide pictures of the item if needed. Per coach's website. Coach Guarantee states.. 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. There is a shipping and handling charge of $20 (plus tax, where applicable) for each item submitted for repair and if item can not be repaired COACH will send you a prompt refund or replacement, whichever you prefer. No where on COACH'S website does it every state that the natural life is less than 2 years.. I previously sent in another purse with a similar problem and they issued me a gift card for full replacement value I advised the rep that I expected that same level of service for this item. especially since this bag was twice the cost of the previous purse.. the rep I spoke to stated that was because that item was newer and that why they issues the refund. they valued it higher... I am seriously disappointed that COACH does not wish to stand by their GUARANTEE and hope that in order to maintain our relationship they find some what to compensate me properly for the damaged item, the inconvenience and time lost trying to resolve this matter.Desired Settlement: I seek for COACH to honor their guarantee and Provide me with a replacement or reasonable refund amount to compensate for the item not being functional..

Business

Response:

Dear Sirs,

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

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

Coach does its best to make sure you'll be satisfied with every purchase... [text omitted] … Coach products are made to ensure satisfaction and service for the natural life of the product. If, during its lifetime, your item should require repair, we offer a repair service for many of our products.

As such, where possible, our expert craftsmen will attempt to repair any bag if needed due to defective materials or manufacturing, and not due to the normal wear and tear experienced over time. The "natural life of the product" does not mean forever but, rather, the natural life expectancy of a handbag, taking into account the type and extent of usage made of the bag.

I have reviewed our repairs specialists’ notes on [redacted]’s bag and note that the following assessment was entered into our repairs database: "Side tab torn, plastic fabric on zipper torn, worn, dirty." Coach considers this kind of damage to be attributable to normal wear and tear and it is not covered by our guarantee. In fact, in most instances, it would be impossible to repair this kind of wear on a bag.

Coach informed [redacted] that this type of wear and tear was not covered by Coach's guarantee and could not be repaired, instead, extending to her a 40% off discount on a new item. As a further accommodation to [redacted], Coach agreed to provide a one-time credit of $98.00. This is all we are able to provide to [redacted].

Best regards,

Counsel

Coach, Inc.

Business

Response:

Dear Sirs,

We are committed to resolving our customers’ concerns, and we want to ensure every Coach experience is a positive one. Therefore, we are sorry to hear [redacted] is unhappy with our response to her Revdex.com complaint.

[redacted]'s bag was examined by our expert craftsmen, who are trained to provide an accurate assessment of a bag and whether it can be repaired or not. [redacted]’s bag showed signs of wear and tear, which are due to regular usage and oftentimes irreversible.

As a one-time accommodation to [redacted], we have extended a 40% discount off a new item as well as a $98 merchandise credit, which reflects the most recent selling price of the bag in question. This is standard retail practice in absence of a receipt showing a higher purchase value. If [redacted] can produce a receipt, we could revisit the issue.

Again, we are sorry for any inconvenience; however, we feel that these accommodations are equitable given the circumstances.

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

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 once I receive the $98.00 credit that has been offered and a new letter establishing the 40% off discount. .

Sincerely,

Review: I bought a Coach purse on Christmas 2012. In approximately 11months (November [redacted] 2013) the seam on the zipper tore so I took it into the Scottsdale mall store in Arizona to have them send it out for repairs. Along with that a wallet I also received for Christmas 2012 started having glue come loose on the strap therefore I decided to send that it also to have them both repaired. The store took down all my information along with 2 telephone numbers and asked for $20 to send out the 2 items for repair. They told me at the time that it could take 6-8 weeks for the item to come back from the repair shop. I heard nothing from Coach for at least 8 weeks. I decided to call the Coach office number that they gave me in Jacksonville, FL on 1/*/2014 in which they informed me that the purse AND wallet could not be repaired. They said they sent a letter to the Scottsdale store stating that since the items were no longer available they could send the items back to the store or offer a store credit. First off the seams came loose and needed tailoring on my purse and the strap glue needed repair on my wallet - that is all. How it was decided that they could not be repaired is confusing and frustrating and I still to this day have no answer as to who looked at my belongings, where my belongings were, or why that decision was made. Second the Scottsdale store never called me telling me the letter was received. Third - in 11 months I was unable to obtain that purse? I didn't own that purse long enough for it to be off every shelf and warehouse and in all honesty should not have fallen apart that quickly anyway! Apparently this letter was received by the Scottsdale store on 12/*/13 but since I gave them no response they returned the letter back to Coach with the assumption that I didn't want the belongings. They also informed me that merchandise is only held for 30 days in their warehouse so it may have been discarded already. I produced my phone records to show that no one at the Coach store called and informed me anything about this. The repair company from Coach never called, Coach in Jacksonville never called, and Coach at the Scottsdale Mall never called. I demanded my belongings at that time or a full refund.

On 1/*/2014 my belongings were found in their warehouse in FL and they called and informed me that they would be shipping the items back to my home address along with a $20 dollar refund and discount coupons for Coach. I verified again my home address and waited for my belongings. On 1/**/2014 the repair refund of $20 dollars was received yet my belongings were still missing. On 1/**/2014 I again called the Jacksonville, FL office asking where my purse and wallet were. They told me that the items were mailed to my home and I would receive them no later than 1/**/2014. On 2/*/14 I again called the Jacksonville, FL office because my purse and wallet were still missing. I was informed that they couldn't find any tracking number for my belongings and that they were unsure where they were. How is this possible when I was informed that they were being delivered to my home, and how could they not place a tracking number on my personal belongings? At that time I became frustrated with the lack of service I was receiving and demanded I speak to someone of authority. Several hours later on 2/*/14 I got a voicemail telling me that they found tracking numbers which show that my packages were delivered and signed by the "front desk" on 1/**/14. I demanded the tracking numbers which showed that the packages were delivered and signed for in Scottsdale. Could this be the Scottsdale mall store again? Frustrated I called the Scottsdale mall Coach store and demanded they look for my packages - sure enough I had two packages awaiting me at the store. The store AGAIN never called me.

I got the run around by the Jacksonville office that didn't know where they sent my packages or what was going on at all, then the Coach retail store was so incompetent that they never called me on two separate incidents. When I received my merchandise it was packaged sloppily and both my belongings were stained from sitting in the warehouse under the assumption that I didn't want them anymore. It was a horrible experience and if I wasn't proactive Coach would have basically lost/kept my personal belongings. I am very upset that my merchandise was handled so poorly - these were my personal belongings that I paid for and Coach was negligent.

Both the wallet and purse were my first ever Coach products - I was excited when I bought them now I am thoroughly appalled at the customer service and ineptitude.Desired Settlement: Replacement of my items or full value refund - I refuse a store credit as I no longer ever want to do business with Coach Inc.

Business

Response:

Dear Sirs,

Review: I purchased a monogrammed wallet from Coach.com in October. The wallet arrived and the monogram was crooked. I sent it back for a refund. Tracking says it was delivered on 10/**/13. It is 11/**/13 and they still have not refunded me my money. I have emailed them at least 5-7 times and called them over 10 times. They keep saying it will be processed and it never is. I am getting the run around from the customer service representatives. They say they will call back and never do. I want my refund that I am due. This has been a disgusting experience. I expected more from a high end retailer.Desired Settlement: Desired Settlement: Refund-Credit Card Credit

Business

Response:

Dear Sirs,

Review: On 10/**/13, I shopped at the [redacted] store and spent $500 on products. I then showed by customer coupon for 20% off my order. The associate was very nice and assited me on her mobile checkout scanner. When she scanned the coupon it said invalid and would not apply the discount. Theassociate checked and found that the promotion had ended on 10/**/13. The mail was postmarked after 10/**/13. The associate was then going to provide the 20% off because she felt coach was responsible; however her manager said we don't honor old coupons. Then the associate explained what coach did and the manager wouldn't provide the 20% off. I contacted Coach that day through their email site and have not heard anything. Then I contacted Coach directly and the woman who answered at this phone ###-###-#### sent me to customer service. I explained the story to customer service; however they sent me back to the corporate office saying they cannot help me. When I called back the ###-###-#### number, the woman who answered said theres nobody here that can help you sir and said I can send to you customer service and that's it.Desired Settlement: I want the comapny to provide me the discount which I brought into the store.

Business

Response:

Dear Sirs,

Review: Coach has accused me of selling their bags after buying in a generic letter sent by a [redacted]. In loss prevention. I have a total of seven bags and a lot of jewelry. They sent me a letter stating I am banned from stores from purchasing. I don't understand where they can accuse someone of doing this I would never think of doing anything like this. I have spent a lot of money in their store however if I am not able to shop there. I want coach to take back everything I own that is unused as there us a lot if money involved here. I am being wrongfully accused and embarrassed humiliated by a co that is so well liked. I am being wrongfully accused. This is the United states innocent people like me are being wrongfully treated with no evidence of me doing anything wrong. If coach wants to continue with the ban I want all my money back for unused met handise. I am devistated by this emotionally as thousands of dollars I spent there to b accused if such ridiculous accusations.Desired Settlement: Ban lifted from ridiculous accusations or refund all monies for unused merchandise and then you will see everything is still in my possession.

Business

Response:

Dear Sirs,

Coach has determined that this is a Loss Prevention matter. Our Loss Prevention Team will contact [redacted].

Best regards,

Counsel

Coach, Inc.

Consumer

Response:

May I ask a question why is it that the responses are so cold.. The response I consider this matter closed. How can an accredited Revdex.com company talk to people in such a cold manner. I believe that people need to know they spend thousands in a store and get treated like a nobody after they spend thousands of dollars. I was going to keep a few bags, However, after this experience with an accredited Revdex.com company , I no longer desire anything with the name in my possession. I have a final request to take back the rest of my bags. Can you please have the lost prevention contact coach and tell them I am returning three bags that are unused. I will consider this matter closed when I receive the money owed to me.

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]

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

Sincerely,

Business

Response:

Dear Sirs,

Again, Coach considers this a loss prevention matter. Our Loss Prevention Team has contacted [redacted] and explained why a letter was issued.

Best regards,

Counsel

Coach, Inc.

Review: I purchased a Coach Handbag from Macys in Sherman Oaks LA at the end of April 2014. about 9 months of owning the product the smooth plastic lining around the top which covers the joins started to wear away and peal off. I didn't realize at the time because I brought the product in America that I wouldn't be covered, until some told me that Coach have a product warranty.

I had to moved across Australia and started a new job and I didn't get around to contacting your Coach Department in Australia until [redacted] July 2015. I have correspondence between us in relation to the product but they are claiming because its been over a year I'm not covered under the warranty, which I understand, therefore I'd have to repay the repair costs of the product. I don't agree that I should have to pay the repair cost on such a high valued product that didn't serve its purpose and especially since it was only 2 months out from the warranty because you can clearly see its a fault with the actual manufacturing of the product.Desired Settlement: At no cost to myself I would like either a repair, replacement or exchange please.

Business

Response:

Dear Sirs, We are in receipt of [redacted] recent Revdex.com complaint about her Madison Saffiano E/W Bond Tote. As you know, Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. We have reviewed our notes on [redacted] tote. Our records indicate the leather edge has started to crack and is peeling in some areas around the bag. It is our determination that the leather edge stain is not the result of a manufacturing defect, but is considered to normal wear and usage. Because we value [redacted] business, we would be happy to send [redacted] a replacement Madison Saffiano E/W Bond Tote. The tote will be shipped directly to her address provided; delivery will take 10-12 business days via [redacted]. We hope to welcome [redacted] into our stores again the future.

Consumer

Response:

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

Sincerely,

Review: I had two item that were suppose to have a lifetime warranty. However when the merchandise was submitted for repair Coach stated they could not fix it and offered me a coupon. That is not a lifetime warranty. They would not even retun my fee for fixing the item.Desired Settlement: I would like my items fixed or replaced.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her recent repair request with Coach. As you know, Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service. We strive to make products of the highest quality and to ensure that every Coach experience is a positive one for our customers. Indeed the Coach guarantee states the following (emphasis added):Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods.We have reviewed our repairs specialists’ notes on [redacted]’s bag and wristlet. Coach considers this kind of damage to be attributable to normal wear and tear and it is not covered by our warranty. In fact, in most instances, it would be impossible to repair this kind of wear on a bag.Coach informed [redacted] that this type of wear and tear was not covered by Coach's warranty and could not be repaired, instead, extending to her a 40% offdiscount on a new item. As a further accommodation to [redacted], as a long-standing customer, Coach is willing to convert her 40% discounts into a Coach Merchandise Card for $125.00. She may contact our Coach Customer Service at ###-###-#### [redacted] to accept this offer referenced under [redacted]. We hope to welcome [redacted] into our stores again the future. [redacted]C O A C H

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 ordered a new handbag (paid $529.13) through the Coach store at [redacted]. I expected a product that is new and in its original package and perfect condition. However, they shipped me a product that was in an imperfect condition and not in its original package.

Product_Or_Service: COACH BLEECKER LARGE RILEY CARRYALL IN TWO TONE LE

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I hope the Coach can refund me for the difference between a new product and a discounted product and apologize to me for such cheating behavior and the waste of my time and the hurt to my feelings.

Business

Response:

Dear Sirs,

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

We would be happy to offer [redacted] an exchange for another item of equal or lesser value. In order to assist with the exchange, we are also happy to provide a return label to [redacted] so that he can return the item he originally received. [redacted] is welcomed to email me directly at [redacted] with his preference for receiving the return label and further instructions for exchanging his item.

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

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reasonable and I will email the contact person directly to seek further solution. Thank Revdex.com for all your help.

Sincerely,

Review: On 8/**/12 I purchased 2 purses from the Coach Factory store in [redacted]. After using one for only about 3 month's worth of time, it became ripped by the zipper. My friend actually returned it to the store for me on 11/*/13 and was given a merchandise credit, no questions asked. She was actually offered a refund but chose credit. Soon after this, the 2nd purse became ripped in the same spot, near the zipper, also after only being used for 3-4 month's worth of time. I was unable to get to a Coach store to return until 1/**/14. I rent to the same store in AC that it was purchased from. I was told that I could not return the purse for credit or refund (even though the other one was) and I had to send it back for repair, which I did. I also purchased $261.62 worth of additional products at that time (2 wallets and 1 purse.) On 2/**/14, I received a letter in the mail from Coach (dated 2/**/14) stating that they were sending me a merchandise credit for $82.39 (when I actually paid $83.99) instead of my repaired bag. I called the Customer Service phone number provided on 2/**/14 at which time I was told (by [redacted] that I had to call the corporate headquarters if I wanted a refund instead of credit, as this was their policy. I called the Corporate office on 2/**/14 and was told (by [redacted]) that refunds are handled through customer service, not corporate. I was transferred to a [redacted], from that call. Still to this minute, I have not received a return call. I called Customer Service again on 2/** and spoke with [redacted]. I was told that she would connect with [redacted], the [redacted] and [redacted] and I would have a call back with an answer within ** hours. After 48 hours went by, I called [redacted] again. I had to leave a message. I did not receive a call back. I called yet again today, 2/**. The person who answered said that there was no notes in the computer about any follow up. I again left a message for [redacted]. It is now 72 hours past when I was supposed to receive a call back with an answer. All I want is a refund for $83.99 instead of a merchandise credit. I plan to return the $261.62 worth of merchandise and plan to never do business with Coach again. I am appalled by how this was handled when they claim to stand by their products.Desired Settlement: All I want is a refund for $83.99 instead of a merchandise credit. I plan to return the new merchandise I bought so I never have to deal with Coach or their customer service again.

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 hear of the complications [redacted] experienced while returning her purse.

We can confirm that a [redacted] called [redacted] on March [redacted] and processed a refund for $89.37 to [redacted]’s credit card on the same day. Should [redacted] have additional questions about her refund, I invite her to contact me directly at [redacted] for immediate assistance.

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

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Please note that, at the time of this writing (6:50pm 3/*/14) no [redacted] ever called my home so that was a lie. However, the money was refunded to my card.

Review: I bought a wallet from the [redacted] on Feb. 2016. As soon as I received the wallet I decided to return it, so I did not use it even open it. The return and exchange policy at that time is you can return the item at any time you want like forever wired but true. Because I was busy at that time, I decided to wait until I have time for it. Then I forgot, It is just came to my mind yesterday. I went to the coach store to return it with the merchandise new, unused, even unopened. The store assistant opened the it and then tell me they have changed the policy last August to 60 days, and they don't honor the former one.

It is so wrong. As my opinion, it should honor the policy when I bought the merchandise because I have not been informed they have changed or they will change the policy. I just didn't know.Desired Settlement: I need they honor the policy before, and let me return the item for a full refund.

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her recent return. We take great pride in our reputation as manufacturers of the highest quality leather goods. It is our policy that returns be completed to us within 60 days of purchase in its original condition for a refund in the original form of payment or an exchange. Coach merchandise may be returned by mail or to a Coach store. All merchandise must be in new and unused condition.Coach reserves the right to modify its exchange and return policy. 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 wallet, we would be happy to offer a one-time return for Coach Merchandise Credit. We invite [redacted] to return her new/unused wallet (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]

The coach company said that they had posted the announcement on the website and stores. But as a matter of fact, for consumers who are so busy that even forgot to return the merchandise they wouldn't have time to see it. They could just send a simple email to us! Then there will be no such trouble.

I would like the company to send a verification or something like that so I can return the wallet to the store and don't need to pay the return handling fee. If they don't solve this complaint seriously, I don't think I want to have that merchandise credit and shop at their company again.Thank you for your assistance.

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

Sincerely,

Business

Response:

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint. As previously stated we would be happy to offer a one-time return for Coach Merchandise Credit and invited [redacted] to return her new/unused wallet (with receipt) to Coach for Merchandise Credit. In order to complete this process, [redacted] will need to mail her wallet to our offices. A return label, at no additional cost to [redacted], was emailed on 2/**/2015. [redacted] need only to affix the Prepaid [redacted] domestic return label to the shipping box and take the package to a [redacted] location. [redacted] locations can be found online at [redacted] Should [redacted] need additional assistance with the Prepaid [redacted] return label 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.

Review: Last Night I went to the coach store in Queen Center Mall and Found the manager who doesnt have a name and Sale Clerk NAME [redacted] TO BE rude and awful with their sarcasm attitude. She was like something disgusting. SARCASM ATTIDUE WAS AWFUL AND SERVICE WAS UNCOMFORTABLE AND LIKE I WAS TREATED LIKE I COULDNT AFFORD IT AND SHE WAS LIKE WHATEVER U WANT LIKE SHE WASNT HELPFUL AND TALKTIVE. SHE WAS LIKE I WAS WASTING HER TIME. SECOND I FEEL LIKE I WAS CHEATED from the price. She said it was 68.00 and I paid 88.00. and another thing if they got something to say dont say under their breath. It was a coach hand bag they said they will fix, NO MATTER THE CONDITION and said OMG it ugly we will not fix that even dough they said they will. What they did was unprofessional to react like we got a disease. They should treat their customer better no matter the look or amount. My money is just as good as anyone else for that reaction and unprofessional. Sale clerk should be kind and help ful and her face as I watch her was like OMG make up your mind and like whatever you want! and Her face and expression anger me. And so is the manager for her comments under their breath. RUDE AND UNPROFESSIONA. UN CALL FOR. MATERIAL THEY HAVE AT COACH ISNT WORTH THE MONEY.THEY CLAIM THEY WILL FIX THING, TELL THE CUSTOMER, DONT TELL IT UNDER YOUR BREATH, [redacted] HANDING MY CHANGE BACK WAS LIKE GIVEN TO SOMEONE WHO HAD AIDS. DISCRIMATING AND JUDEMENT. I WILL BE CALLING 311, BELIEVE ME I LEFT THE STORE HEATED THEY NEED BETTER SALE CLERK. I FEEL LIKE DEALING WITH MACHINE THEN HUMAN BEGINNING WHO ARE JUDGEMENT AND AWFUL TO JUDGE PEOPLE BEFORE ANYTHING. I would have attach the purse but didnt take the picture, I will send it again. Coach I will never ever go into that store they need better training or people or change it to machine. Because HUMAN are colder then Machine. [redacted] NEED BETTER TRAINING AND SO DOES THE MANAGER FOR UNDER THE BREATH COMMENT TELL THE CUSTOMER. [redacted] SHE NEED BETTER CLASS, LIKE SHE ACTING I HAD AIDS AND LIKE TRASH. BETTER TRAINING AND BETTER TREATMENT AND BE BETTER AS A HUMN BEGINNING, I M NO BETTER THEN ANYONE ELSE. AND HAND THE CHANGE BACK FIRM NOT FINGER TIP!!!!!!!!!!!!!!!!!!!JESUS CHRIST, I WAS UPSET OF HER ACTION AND EXPRESSION. SHE NEED BETTER TRAINING OR BETTER POKER FACE. ILL NEVER GO BACK AND ILL TELL EVERYONE I KNOW GOOD THING NO ONE GOES THEIR A WASTE OF MONEY AND TIMEI WAS SADDEN AT THE SAME TIME HURT HOW I WAS TREATED THE DAY AFTER X MAS. KARMA A BH I DIDNT REACT BECAUSE IT NOT WORTH MY TIME I HOPE U CAN GIVE THEM BETTER TRAINING ON HOW TO BE HUMAN!!!I HOPE U CAN HELP ME, AND THANK YOU, HAPPY HOLIDAYDesired Settlement: I want better Services and BETTER HUMAN TREATMENT. I WANT MY PURSE REPLACE, NO MATTER THE CONDITION AND THE EARRING WHAT IS THE RIGHT PRICE?

Business

Response:

Dear Sirs,

Review: I bought a COACH wallet from [redacted] advertising to be the COACH Factory Outlet store. I purchased on 11/**/2013 and never received the product. I checked my email today, 12/**/13, to see that the site sent me an email to check my account (so that I can track my order) and upon clicking the link, I was redirected to a notification page stating that "This domain was previously held for the sale of alleged counterfeit COACH products. Control of this domain has been transferred to Coach, the rightful owner of the COACH Trademarks, pursuant to a temporary court order." (The URL for the letter is [redacted]).I called [redacted] and COACH to try to resolve this issue and receive a full refund, but I have not been successful in reaching anyone who can help me in this matter.Desired Settlement: I would just like to have a full refund for the amount of the purchase.

Business

Response:

Dear Sirs,