Am I expecting too much from Coach?

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redwood66

redwood66

Member
May 25, 2014
2,048
8,850
#1
I have purchased quite a bit from the Outlet sales and have never been disappointed in either the item or the packaging. The only bag I have returned was this summer when they had both sizes of Bandits and I ordered both because I wasn't sure which one I wanted. I just got my colorblock Dinky from the outlet sale in the 1941 red. Love it and I can tell it was never opened or fondled in any way with all wrapping still intact. Of course it didn't come in a fancy box with bow.

During the latest 30% sale at the regular site I bought a grey Rogue 25, wallet, and scarf. The bag has a mark on the front and I can tell it is a return because it was tossed in cloth cover with a wad of paper inside the bag. The wallet is fine but they completely forgot to put the scarf in the box. Called CS and they shipped one out today which is fine because stuff happens.

I also ordered a Dinky 24 in black for Chelsea to custom paint. It arrived today and it had no plastic wrapping or padding whatsoever, just tossed in a cloth bag and then tossed in a huge box with it sloshing around inside. The chain was tossed inside the bag and not wrapped either. The leather is quite wavy/wrinkled on the back.

Is this normal? If it is then I don't know if I want to try another order while the sale is still on. I am pretty disappointed. I already have a regular grey with oxblood suede Rogue coming to replace the 25 that is marked up. I would think that more time would be taken to check out and package the returns to ship out again. The bags aren't exactly inexpensive even if I did receive 30% off.

Your thoughts?
 
#4
I don’t think you are expecting too much. I ordered a $50 change purse and it came beautifully wrapped in paper (no dust bag). Transport can be rough on leather goods. You want them to at least be safe.
 
#5
I would call CS.

The first thing I ever ordered from the outlet was a chain crossbody and matching mini skinny.

They were supposed to be in the same package which was one of those recycled cardboard mailers that had a big hole! The mini skinny was missing!

I called to complain as the only people who had access to the package was me, Coach, and the postal service.

They sent me the mini skinny this time in a huge box with fancy wrapping on the inside and a note. :lol:

Almost everything from the outlets arrived in questionable outer packaging but all the bags I ordered were wrapped on the inside .

I think how they package the bags depends on whether it comes from the warehouse or directly from a store.

One of the bags from the outlet had dents on the front but I assumed this was because it was a delete (I ended up returning):
IMG_0139.JPG

I suspect if the item is one of the last left it won't be in the best shape as others might have returned it, etc.
 
#7
redwood66 said:
I have purchased quite a bit from the Outlet sales and have never been disappointed in either the item or the packaging. The only bag I have returned was this summer when they had both sizes of Bandits and I ordered both because I wasn't sure which one I wanted. I just got my colorblock Dinky from the outlet sale in the 1941 red. Love it and I can tell it was never opened or fondled in any way with all wrapping still intact. Of course it didn't come in a fancy box with bow.

During the latest 30% sale at the regular site I bought a grey Rogue 25, wallet, and scarf. The bag has a mark on the front and I can tell it is a return because it was tossed in cloth cover with a wad of paper inside the bag. The wallet is fine but they completely forgot to put the scarf in the box. Called CS and they shipped one out today which is fine because stuff happens.

I also ordered a Dinky 24 in black for Chelsea to custom paint. It arrived today and it had no plastic wrapping or padding whatsoever, just tossed in a cloth bag and then tossed in a huge box with it sloshing around inside. The chain was tossed inside the bag and not wrapped either. The leather is quite wavy/wrinkled on the back.

Is this normal? If it is then I don't know if I want to try another order while the sale is still on. I am pretty disappointed. I already have a regular grey with oxblood suede Rogue coming to replace the 25 that is marked up. I would think that more time would be taken to check out and package the returns to ship out again. The bags aren't exactly inexpensive even if I did receive 30% off.

Your thoughts?
Click to expand...
I don't think I've ever received a bag from fp Coach that still had the plastic on it. FOS yes, other retailers yes, but JAX = no. Every bag I receive from JAX is in it's dustbag, price portion on tag removed and a gift box. SLG's may or may not be in a box, but are always wrapped in tissue paper. I never request a gift box anymore, but they still come in one. Whether they are stuffed or not varies. I don't think QC is the best when items are returned and then sent to a new buyer. I've received some pretty beat up items and some perfect. I agree with @whateve that it doesn't have anything to do with it being on sale or not, more to do with quality control.
 
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#8
Thanks for your thoughts and experiences. I guess I shouldn't feel bad then if I have to send back half or all the items I buy? I would be ticked if I was paying for shipping here and back. Will they cut me off if I return too many items? I can't justify paying $400 or $850 for a bag if it isn't perfect and at least shows some care when shipping it.
 
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#9
It usually goes both ways for me; the ones from JAX are often wrapped beautifully, but a few years ago it would be shoved into boxes too small, etc. Store orders often came without any protective materials, or very little; I assume that's because they removed them already when placed in the back. One bag also came with a pen mark on the front. In a few cases, where the SA specified to leave the padding in, the orders did come with them.

In short, it's really the luck of the draw, and you're entirely within your rights to expect more. I did for different reasons (PCE and F&F discounts), so I'm not purchasing any longer. Nevertheless, it's still nice to pop into the forum and see what others are up to ;)
 
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#10
redwood66 said:
I have purchased quite a bit from the Outlet sales and have never been disappointed in either the item or the packaging. The only bag I have returned was this summer when they had both sizes of Bandits and I ordered both because I wasn't sure which one I wanted. I just got my colorblock Dinky from the outlet sale in the 1941 red. Love it and I can tell it was never opened or fondled in any way with all wrapping still intact. Of course it didn't come in a fancy box with bow.

During the latest 30% sale at the regular site I bought a grey Rogue 25, wallet, and scarf. The bag has a mark on the front and I can tell it is a return because it was tossed in cloth cover with a wad of paper inside the bag. The wallet is fine but they completely forgot to put the scarf in the box. Called CS and they shipped one out today which is fine because stuff happens.

I also ordered a Dinky 24 in black for Chelsea to custom paint. It arrived today and it had no plastic wrapping or padding whatsoever, just tossed in a cloth bag and then tossed in a huge box with it sloshing around inside. The chain was tossed inside the bag and not wrapped either. The leather is quite wavy/wrinkled on the back.

Is this normal? If it is then I don't know if I want to try another order while the sale is still on. I am pretty disappointed. I already have a regular grey with oxblood suede Rogue coming to replace the 25 that is marked up. I would think that more time would be taken to check out and package the returns to ship out again. The bags aren't exactly inexpensive even if I did receive 30% off.

Your thoughts?
Click to expand...
I had a similar experience this week. I ordered the Rogue with quilting and rivets along with a charm. It was my first purchase from FP in a while, motivated in part by PCE, and I requested gift boxes for both items so I could have the full unboxing experience. The problems began when the shipping box arrived unsealed. It’s a wonder my order arrived intact! I opened the overly large box to find my items just tossed inside. Neither were in the requested gift boxes and my bag was simply in a plastic bag with some tissue paper in the center compartment, no packing materials at all! Talk about a disappointment! I emailed CS and they are sending the boxes and a $50 gift card. It wasn’t until later when I calmed down and took a good look at the bag that I realized it was damaged/flawed. A large section of leather on the front was “wavy” looking, just like you described. It’s on the way back to them now and I have my fingers crossed that the bag doesn’t sell out before they can process my exchange. Seeing your post makes me wonder how many others had a negative experience this past week. Sale or no sale, I really expected better from Coach.
 
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#12
Sorry to hear about everyone's experiences! I love Coach but it's been a toss-up as well.

I ordered a Rogue 25 melon from JAX and it was beautifully boxed with a ribbon BUT had no plastic wrap on the bag (which is fine) and the price portion was torn off (which made me think return? But @holiday123 says hers come like that too). Whereas the ones in the boutique, and the SA brought out like three of them for me to pick from, all had the foam around each tea rose and all the plastic on the handles.


Another time, I ordered two statement straps. Both came stuffed into small gift boxes and one had a dustbag and one didn't. When I contacted CS they said they had no dustbags there, but the boutiques might have some extras, but that "it happens". What? I thought getting stuff shipped was from the factory? Maybe it was shipped from a store. Anyways, two straps, one dustbag. What's going on, Coach?

Because there are so many stores near me, I don't mind getting something shipped during the sale (better selection) and then going into a boutique to exchange for one I pick myself.
 
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#13
Miraku said:
Sorry to hear about everyone's experiences! I love Coach but it's been a toss-up as well.

I ordered a Rogue 25 melon from JAX and it was beautifully boxed with a ribbon BUT had no plastic wrap on the bag (which is fine) and the price portion was torn off (which made me think return? But @holiday123 says hers come like that too). Whereas the ones in the boutique, and the SA brought out like three of them for me to pick from, all had the foam around each tea rose and all the plastic on the handles.


Another time, I ordered two statement straps. Both came stuffed into small gift boxes and one had a dustbag and one didn't. When I contacted CS they said they had no dustbags there, but the boutiques might have some extras, but that "it happens". What? I thought getting stuff shipped was from the factory? Maybe it was shipped from a store. Anyways, two straps, one dustbag. What's going on, Coach?

Because there are so many stores near me, I don't mind getting something shipped during the sale (better selection) and then going into a boutique to exchange for one I pick myself.
Click to expand...
If you ask for gift boxing, I think it is standard for them to pull the price portion off the tag.
 
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#14
Miraku said:
Sorry to hear about everyone's experiences! I love Coach but it's been a toss-up as well.

I ordered a Rogue 25 melon from JAX and it was beautifully boxed with a ribbon BUT had no plastic wrap on the bag (which is fine) and the price portion was torn off (which made me think return? But @holiday123 says hers come like that too). Whereas the ones in the boutique, and the SA brought out like three of them for me to pick from, all had the foam around each tea rose and all the plastic on the handles.


Another time, I ordered two statement straps. Both came stuffed into small gift boxes and one had a dustbag and one didn't. When I contacted CS they said they had no dustbags there, but the boutiques might have some extras, but that "it happens". What? I thought getting stuff shipped was from the factory? Maybe it was shipped from a store. Anyways, two straps, one dustbag. What's going on, Coach?

Because there are so many stores near me, I don't mind getting something shipped during the sale (better selection) and then going into a boutique to exchange for one I pick myself.
Click to expand...
Yes mine always have the price portion removed. I usually ask for gift boxes though I will say the last few times I didn't ask for gift boxes and they were still gift boxed. They shipped from JAX, not a store.
 
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