For the past year or so I've been seeing more and more posts about poor customer service from Coach, not to mention the decreasing quality issues. Maybe the bad things just stay with me more than the good but I admit that Coach started to lose its appeal for me somewhat. Last PCE I just bought a scarf and when I got the card yesterday, I wasn't sure I would use it at all. But then, Coach stepped up and changed my mind.
First, I have a signature agenda in punch that I love. It's such a happy color! Anyway, the pen ran out of ink and I was less than enthused about replacing it with just a random pen so I emailed Coach to see if there was anywhere that they sold pens as replacement for agendas. I received a response almost immediately stating that if I would provide my mailing info, they would send me a replacement
Second, I had a Gigi with a broken turnlock that has been that way for at least 6 months but I kept forgetting to bring it in whenever I was near a boutique. Finally brought it in yesterday when I took my stepson to the mall. The SA who helped me was fantastic! She was super nice and she even waived the shipping fee for me because she said something like a broken turnlock was clearly a manufacturing defect. She then spent a good amount of time showing me bags around the store even though I told her I wasn't buying until next week and even then, I'd probably buy at my "regular" store-the one I usually shop at as opposed to the more out of the way mall I was at yesterday.
So....I'm feeling pretty happy with Coach now. See, it doesn't take much to keep me loyal, lol. Now I'm planning a PCE purchase...leaning toward the metallic Delphine but I haven't made up my mind yet
Just thought I'd mention an example of GOOD cs.
On a side note, the SA was quite impressed with my Coach knowledge. When she was entering my bag for the return she said something about the color being "gray" and I told her "oh, it's called clay." We went on talking about the old legacy line and turnlocks and she said they came up with the concept by looking at older designs. I said "oh yeah, Bonnie Cashin, blah blah blah". She was blown away that anyone would know that, lol. Then I told her about tpf, he he. Sooo, can't wait to get my Gigi back now!
First, I have a signature agenda in punch that I love. It's such a happy color! Anyway, the pen ran out of ink and I was less than enthused about replacing it with just a random pen so I emailed Coach to see if there was anywhere that they sold pens as replacement for agendas. I received a response almost immediately stating that if I would provide my mailing info, they would send me a replacement
Second, I had a Gigi with a broken turnlock that has been that way for at least 6 months but I kept forgetting to bring it in whenever I was near a boutique. Finally brought it in yesterday when I took my stepson to the mall. The SA who helped me was fantastic! She was super nice and she even waived the shipping fee for me because she said something like a broken turnlock was clearly a manufacturing defect. She then spent a good amount of time showing me bags around the store even though I told her I wasn't buying until next week and even then, I'd probably buy at my "regular" store-the one I usually shop at as opposed to the more out of the way mall I was at yesterday.
So....I'm feeling pretty happy with Coach now. See, it doesn't take much to keep me loyal, lol. Now I'm planning a PCE purchase...leaning toward the metallic Delphine but I haven't made up my mind yet
Just thought I'd mention an example of GOOD cs.On a side note, the SA was quite impressed with my Coach knowledge. When she was entering my bag for the return she said something about the color being "gray" and I told her "oh, it's called clay." We went on talking about the old legacy line and turnlocks and she said they came up with the concept by looking at older designs. I said "oh yeah, Bonnie Cashin, blah blah blah". She was blown away that anyone would know that, lol. Then I told her about tpf, he he. Sooo, can't wait to get my Gigi back now!
, lol, i love hearing stories of impressing the SAs. their reaction is so common but it always makes me chuckle. i guess it shows how serious about purses you are 
