Coach, Inc.

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her recent order.  As you know, Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service. We strive to make products of the highest...

quality and to ensure that every Coach experience is a positive one for our customers. We have reviewed the provided documents on [redacted]’s order. Our records indicate [redacted] was notified on 12/**/2015, by Coach’s Customer Care Department, a Coach Merchandise Card will be mailed to her address and delivery can be expected in 10-12 days. We hope this response addresses [redacted]’s concerns and to welcome [redacted] into our stores again the future.

Dear Sirs,  We are sorry to hear about [redacted]’s recent experience with the return of her order. [redacted] is Coach’s preferred delivery carrier and we do ship our package(s) via insured and traceable means. As of today, 1/*/2016, [redacted] return has not been processed. We do not have...

any record of receiving [redacted]’s return order number [redacted], returned on 12/*/2015.  Our processing time for returns is 3-5 days following the date of receipt. Because this falls outside of the returns processing timeframe, we suggest [redacted] follow up with [redacted] for tracking information and proof of delivery.  We invite [redacted] to contact Coach Customer Care at ###-###-####(Monday – Friday 8am – 11 pm; Saturday 9am – 7 pm and Sunday 11am – 7pm, EST) with the proof of delivery.

Dear Sirs, We are in receipt of [redacted] email and request to provide reimbursement for her shipping cost. Coach would be happy to provide additional assistance to [redacted]. We ask that [redacted] provide a copy of the receipt. The receipt may be may emailed to [redacted] or fax to ###-###-####. Upon receipt, reimbursement will be issued by check and mailed to [redacted] address. The process will take 10-12 business days.

Dear Sirs,    We are in receipt of [redacted]’ Revdex.com complaint about his recent order. Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service.   We regret the disappointment we caused...

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

Our records show the check was re-issued in the correct name and mailed on 4/*/2016. In light of the foregoing, we consider this matter closed.

Revdex.com:
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:

It is a coach item with tags still attached to the bag showing proof of purchase from coach $238 they are refusing to work with the customer or honor a store credit for the brand new bag that has never been worn with the tags still attached! I am not asking for a refund simply for store credit for $238 the purchase price plus tax. The store has made no effort what so ever to even attempt to resolve or come up with an amicable solution. They themselves said this is in fact a coach item sold in their stores yet they still refuse to assist! This is not acceptable! The bag is brand new never used never worn and the original coach tags still attached! 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com: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]

Revdex.com:
I need further clarification as to next steps. I understand Coach is sending me a pre-paid label for me to send in my bag for evaluation. Does this mean that the bag will be repaired at no cost? And will the bag be mailed back to me at no cost? How long will the repair take?
Sincerely,
[redacted]

We are sorry to hear about [redacted] recent experience with the delivery of his briefcase. [redacted] is Coach’s preferred delivery carrier and we do ship our package(s) via insured and traceable means.  
[redacted] did close this investigation, reporting that this package was delivered to the requested...

address of [redacted]    Because Coach takes pride in its superior level of customer service, and also takes pride in demonstrating that each Coach customer is valued, we offered [redacted] an one-time accommodation to resend him a replacement briefcase.    Our records show the replacement briefcase is scheduled for delivery on Monday, 08/**/2017, [redacted] tracking number [redacted] We look forward to welcoming [redacted] into our stores in the future.

Dear Sirs,   We are in receipt of [redacted]’s Revdex.com complaint concerning a repair 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.   We are sorry to hear that [redacted] is unhappy with the repair decision. According to our records, [redacted] sent a Signature Stripe 12cm Devin Shoulder Bag to our repair department on March **, 2016.    After careful assessment by our repair craftsmen, it was determined the straps were unrepairable.  The bag was shipped back to [redacted] via [redacted]; under tracking number [redacted], and delivered on Wednesday, April **, 2016; over two years ago.   Our records also indicate, on April **, 2016, [redacted] contacted our office concerning this repair.  As an accommodation, he was offered a $75 merchandise credit and to have the bag returned to Coach for further investigation.  [redacted] declined Coach’s offers and disconnected the call.  As of April **, 2016, Coach has not heard from [redacted] regarding this repair or received the bag back for further investigation.

Dear Sirs,We are in receipt of [redacted]’s Revdex.com complaint about her bag. As you know, Coach products are made to ensure satisfaction and service. We offer a one-year warranty on our handbags, briefcases, and small leather goods.  For any manufacturing defects within this...

time frame, repairs are on us. Beyond the warranty period, we provide repair services at set fees.Since we must consider these evaluations on a case-by-case basis, [redacted]’s may send her bag to Coach for an evaluation. A replacement bag will be issue if the item is defective and still under warranty. As a courtesy, we have emailed [redacted] a return label.[redacted] would need to include a note with her address, daytime phone number and email address. She may include a copy of her proof of purchase and this correspondence for her reference.

Dear Sirs, We understand [redacted] has requested a refund to his [redacted] account and apologize Coach has no other refund method. Per our policies and procedures, a refund check was mailed to [redacted] since the original transaction was completed with [redacted]. Coach does not provide alternative channels for financial services, such as check-cashing.

Revdex.com:
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:

 How am I to be sure that I will receive my bag back?
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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,
[redacted]

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint regarding his online order [redacted], placed on January [redacted], 2016. We apologize to [redacted] for any upset or inconvenience that he may have experienced. Our records show [redacted]’s order was canceled on 1/**/2016...

and the refund was completed to the original form of payment. Since [redacted] is unable to confirm the credits, Coach will reverse the credits and mail a refund check to [redacted]’s mailing address in the amount of $425.17. Delivery can be expected within 10-12 days.

Revdex.com:
I would like to send the item back for store credit for a similar item to resolve this issue. Can Coach provide me with a return label and instructions on what I need to do? Or can I have the Coach retail store send it back?
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,
[redacted]

Revdex.com:
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 will be following up with an additional complaint with the Consumer Office Of the Attorney Generals Office.  Thank You for your Assistance Revdex.com!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sirs, We write in response to [redacted] Revdex.com Complaint.  We are sorry to hear that [redacted] did not purchase from Coach, but from a counterfeit Coach website.  The information [redacted] provided is helpful, as Coach vigorously pursues counterfeiters and the shops,...

websites, vendors, and flea markets that sell counterfeit Coach merchandise. We work with local, state, and federal law enforcement as well as U.S and foreign customs officials to try to stop the sale of counterfeit goods at every point in the supply chain. Again, we are sorry to hear that this happened to [redacted].We hope to welcome him to our stores in the future.

Revdex.com: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 are saying this is an authorization to ensure the funds are there. This is a lie. They put through two separate authorizations for two separate purchases. They were done at different times with different codes. I was also told by customer service that they charged me from the warehouse, but when they found out it was out of stock, they charged me again from the retail store. They are lying about this transaction. My bank confirmed for me that there are two authorization codes, two different times of day that the two purchases were put through and then the one cancelled. I don't want 10% off, at this point in time I would never spend a dollar of my money on Coach. I am NOT satisfied, this is NOT what they told me on the phone. Their policy is wrong and they are trying to lie about it.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Dear Sirs, We understand that [redacted] is upset and we do apologize for the inconvenience. Our systems show only one transaction was completed in the amount of $301.98 on 12/**/2016. Coach has billed [redacted] once for her order. While [redacted] order was shipped from a Coach store, the transaction was billed online. The Coach store would not have access to [redacted]’s credit card.