Coach, Inc.

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:

[Your Answer Here]
 
Thank you very much for processing the refund, but can I keep this case open until I receive the check? Thank you! 
 
 
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 recent complaint regarding her purchase on Coach.com. Coach takes great pride in not only the excellent craftsmanship of our products, but also in our superior level of customer service.    We are sorry to hear [redacted] experienced...

duplicate authorizations with her bank. The authorization hold – which are standard retail practice – are not actual charges; they are only holds to confirm that funds are available under the credit card account used for the transaction. Such holds are typically lifted within 3-7 business days; however, the exact timing varies by financial institution.Our records indicate that Coach Customer Care contacted [redacted] ([redacted] financial institution) on 12/**/2016. Coach was advised by [redacted] that the pending authorization cannot be released prior to the release date, per the financial institution’s policy and procedure. As a one-time accommodation for the inconvenience [redacted] experienced, we would be happy to extend a 10% discount on any new Coach retail item. To redeem this discount, she can place an order through Customer Service by calling ###-###-####.  We hope this explanation addresses [redacted]’s concerns.  We value [redacted]’s business, and we hope that she decides to shop with us again in the future

Dear Sirs, We are in receipt of [redacted]’s recent Revdex.com complaint about her recent return under ID # [redacted] 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 would be happy to offer a return for [redacted]. We invite [redacted] to return her new/unused bag back to Coach with her gift receipt. The bag will need to be returned within 30 days. A return label will be emailed to [redacted] today, 01/*/2016, for her to take advantage of this offer.

Dear Sirs, We are in receipt of [redacted] 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] may mail her bag to Coach for an evaluation. As a courtesy, we have emailed [redacted] a return label. [redacted] would need to include a note with her address, daytime phone number and email address. She may include a copy of this correspondence for her reference.

Dear Sirs,  Coach Merchandise (Store) Credit is a card, (like a gift card) that can be used toward the purchase at any Coach Retail store in the U.S., Coach Outlet Store and online at Coach.com. The amount issued on a Coach Merchandise Credit will be for the exchange value of the Coach item(s). The original item(s) would not be returned back to the customer.     Again, we are sorry to hear that [redacted] is unhappy. We have noted her request to exchange the Madison Maggie Shoulder bag for a similar replacement. Coach has given [redacted] an option to address her complaint.  We value her business, and we hope to welcome her into our stores again in the future.

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 truly sorry to learn of [redacted] frustration in placing his recent [redacted] orders.   We have looked into this matter, and it appears [redacted] received error messages when placing her order on March [redacted] because the information provided for the order did not match the information associated with the credit card that [redacted] attempted to use.   Unfortunately, [redacted] incurred multiple authorization holds because the “submit order” button was clicked multiple times when her order was placed. During the order review process on [redacted], Coach advises customers of the following before the order is finalized (this verbiage can be found under the “submit order” button – please see the attached image for example):   Please click only once. A hold will be placed on your available credit card funds each time this button is clicked.   These authorization holds – which are standard retail practice – are not actual charges; they are only holds to confirm that funds are available under the credit card account used for the transaction. Such holds are typically lifted within 3-7 business days; however, the exact timing varies by financial institution.   Our records indicate that financial institution was sent a notification to release the pending authorizations on 3/**/2017 and 3/**/2017.   We hope this explanation addresses [redacted] concerns.We value [redacted] business, and we hope that she decides to shop with us again in the future.

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

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.

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. Shoes will be sent shortly to the address indicated on the [redacted] label.
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 have already sent the purse back to Coach for evaluation in October 2014, while it was under warranty, they claimed it was "normal" wear. I have conditioned the leather as instructed and the problem persists. The purse is now out of their warranty limits according to the above message. I feel that sending it back will get me nowhere as it did in the past. I was told when I called Coach Inc., I could send it back but if the leather is flaking it is not considered fixable. I do not feel that the process would help my situation. The leather is continuing to flake off near the seams as well as on the top of the purse where the leather is not in contact with anything. The quality is unacceptable, I have owned various leather items including, coats, shoes, and other less expensive brand purses, and have never experienced problems as stated above. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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.

Dear Sirs, We are in receipt of [redacted]’s Revdex.com complaint about her attempted order with Coach. We apologize to [redacted] for any upset or inconvenience that she may have experienced during this transaction. Our records show the replacement Coach Gift Card was...

canceled and a refund for $300CAD was issued back to the original payment ([redacted]) on 1/**/16, transaction number [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.

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:

[Your Answer Here]
 Those are not my credit cards! I don't know who you refunded those amounts to, but they were certainly not me! I also did not receive the merchandise credit. Can't you just refund the entire amount as a merchandise credit card to me? why are you dividing up the total? 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sirs, Again, we are sorry to hear about [redacted]’ son transaction, however Coach would need to speak with [redacted] to gain the credit card and financial institution information. Coach does not keep credit cards on file. Coach is willing to contact the financial institution and resolve this case for [redacted].We understand [redacted]’ son had (2) holds placed on his credit card and (1) hold was released. Our records indicate that the financial institution was sent a notification to release the pending authorizations. Coach is not aware why (1) hold is still pending with the financial institution.[redacted] is a social networking site for marketing, we are unable to confirm [redacted]’ private messages. Coach does offer a 24 hour order taking line (for our customers to place orders 24 hours a day). This order taking line would not be able to assist [redacted] directly with pending authorization. [redacted] would be instructed to contact Coach during business hours (Monday - Friday 8:00am – 11:00pm EST, Saturday 9:00 - 7:00pm EST or Sunday 11:00am - 7:00pm EST). As a one-time accommodation for the inconvenience [redacted] experienced, we have extended a 10% discount on any new Coach Retail item. To redeem this discount, she can place an order through Coach Customer Care by calling ###-###-####.

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

highest quality and to ensure that every Coach experience is a positive one for our customers. We apologize to [redacted] and her mother for the damages done to her mother’s glasses in our Vancouver store. Our records show [redacted] spoke with [redacted], the director of Outlet Canada.  [redacted]’s notes indicate that [redacted] was offered reimbursement for her mother’s new glasses.  We are asking [redacted] to provide a receipt for the new glasses to [redacted] for full reimbursement.Again, we do apologize, and we look forward to welcoming [redacted] and her mother into our stores again in the future where Macario, the general manager will personally ensure they receive exceptional service.

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

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

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 recent Revdex.com complaint about her bag. 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. 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 thistime frame, repairs are on us. Since we must consider these evaluations on a case-by-case basis, we invite [redacted] to send her bag back to Coach for an evaluation. As a courtesy, we will email [redacted] a return label. [redacted] would need to include a note with her address, daytime phone number and email address. She may include a copy of this correspondence for her reference. [redacted]C O A C H