I placed a last minute order for accessories last night. I told the SA I wanted the item in boxes but I want all my tags on. She said if we mark it gift wrap they (JAX) have to take off the tags. So I said okay I'll just call CS and ask to add boxes to my order. (That's what I did on my last order 2 weeks ago and they shipped me boxes). So I call today, and the lady that answered first told me there's no order for me, call the store to verify they placed it. I said, "Are you sure? Try it again." Turns out she entered my zip code wrong the first time. She finds it and I tell her about needing boxes and she says, "We can't send you any. We don't keep extras" I told her that didn't even sound right. They are boxes you ship them out in, not something that's bag specific how do you not have any? I then told her about the box situation with my last order, why I didn't ask for gift wrapping through the store and how I got boxes the last order. She still says no. I ask to speak to a manager. She says, "He's not available. I'll give you his voicemail." Me: "No, I want to talk to someone." Her: "I can't have you holding my line up." Me: "Listen, I want to speak to a supervisor." I hear hold music. Look at my phone 16 minutes later. Still holding. After a few minutes, a dial tone. At this point, I'm furious. I call back, new lady answers, I tell her what happened and that I need to speak to a manager. Manager comes online and I start to tell him about the employee before that was rude. He cuts me off and says, "Look. Gladys (the lady) came to me and told me the issue. We can't send you boxes." Me: "Excuse me. I was still talking. Why can't you send me boxes if you've sent them before? That doesn't make any..." Him: Cuts me off again and says "They should've told you we don't do that." Me: "Why do you keep cutting me off?" "What is going on lately? First the lacking quality in customer service at the store. Then the raise in prices. Then the bags coming from the warehouse with defects. And now rude customer service even at CS? I dropped over 5k 2 weeks ago during the first week of PCE and over 3k on just accessories last night and this is how I get treated?" Him: "Yeah, I see you've returned 77% of that 5k order." Me: "Wow. Everything I order were items that were sight unseen from the catalog. I ordered 2 of each legacy stripe wallet so I could keep the one I like better and send back to other. As far as my bags can you see what I've returned and why? BECAUSE OF DEFECTS and before trying to insult me why don't you relook at those returns and see that they were EXCHANGES for reorder of the SAME item. Do you really expect me to keep a 798 bag if the stitching is coming out? It's my right as a customer to receive a bag in excellent quality. And if returns are such an issue, why do the SAs in the store tell us, "Just buy it you can always return it if you change your mind?" Him: "Well, it looks like you already did most of that." Me: "Wow, I don't have a problem walking into Coach and returning every bit of that 3k order from last night when it comes in. I will be calling corporate." Him: "Call them. They can pull the conversation and go from there." Me: "Goodbye." I call corporate. Answering service answers. Me: "I'd like to place a complaint with corporate." Next thing I hear is hold music. no "one moment, hold on" nothing. Then I hear the prompt for the CS line. Hang up. Call back. Same lady answers. Me: "I just called and I asked for corporate, not CS." Hold music. Disconnect. I cannot believe this. I call back tell the lady I cannot believe she hung up on me. As I contiinue to talk she cuts me off ans says, "Look lady I didn't hang up on you. I transferred you. You must have disconnected yourself." I ask the lady for her name and associate number. She says, "Mary." Me: "What's your ext or SA number?" Her: "You don't need it." Me: "If I want to place a complaint about how rude you've been how do I do it without your extension or number?" Her: "Just tell them I'm the one who answered the phone." Hold music. VOICEMAIL. I get the voicemail for some lady. I just hung up. I'm in tears. I don't believe this. First the store. Now this. You know what I returned? The two ergo XLs. Why? Because they were bigger than I anticipated. I'd never seen them before. Why'd I order two? Because I was worried the leather would be scratched up so I order two thinking I'd keep the best one. What else? The extra wallet. Why? I bought two hoping to get one with a pink stripe. They couldn't open it in the warehouse and check it for me. What else did I return? The Ali and turquoise, WHY? GOT IT CHEAPER AT THE OUTLET. BOTH OF THEM. I got the large ergo for the price I paid for the small at the boutique Who in their right minds wouldn't do this? What did I have to exchange for the same thing? The Mandy, 3 times and the khaki satchel still waiting for it to come in because when I got it the second time they sent me the wrong color. So out of everything the only things I returned were the 2 ergo XLs and the extra wallet. is that so bad? I seriously feel like even though i love the coach style and no other brand designs really stick out to me I need to return every single item that still has tags on it back to the store. I'm sorry this is so long, but I just can't believe this happened. I'm in tears right now and I'm furious.