Went to the Locust Grove GA outlet today to return two wristlets I had purchased this summer. The items both had tags and I had the receipt. The cashier informed me that the purchase was too old and I only had 60 days. I said yes, but there is a grace period for purchases prior to the new policy. She called over the manager who also stated that I could not return the items because they were too old. I again stated that there was a grace period for prior returns and I was fairly certain it was January. She stated that I must be confused with the holiday return policy. I said that I was not confused that there was a grace period. She said if there was, then it was over and refused to return my items.
I went out to my car and called the outlet in Dawsonville GA where I used to live and shop prior to moving near this abysmal Locust Grove outlet and spoke to the manager there. He confirmed that I indeed had until January 31 to return any previous purchases and that my return should not have been refused. He also advised me to call customer service to confirm. I did so and they also confirmed that I had until January 31 and to return to the store and ask to have my items returned. I went back into the store and very nicely told the cashier what customer service had told me. She called the manager over and I told her the same thing. She then glared at me and said she would make an "exception" and allow me to return them. I told her it was not an exception if that was Coach policy per customer service. She then said that customer service could not overrule a manager. I finally got my merchandise credit for the return and asked the cashier for the manager's name.
I got back in my car and called customer service and told them I wanted to know how to file a complaint. I then told my whole story to an appalled customer service representative who apologized profusely and stated that the manager did not know the policy. I advised her that maybe somebody should make sure she did because I would never be purchasing anything else from that store! The customer service rep made sure to note that customer service certainly could overrule a store manager.
I really don't care for much of Coach's new stuff or the new prices, so this may have been the nail in the coffin for me and Coach.
I went out to my car and called the outlet in Dawsonville GA where I used to live and shop prior to moving near this abysmal Locust Grove outlet and spoke to the manager there. He confirmed that I indeed had until January 31 to return any previous purchases and that my return should not have been refused. He also advised me to call customer service to confirm. I did so and they also confirmed that I had until January 31 and to return to the store and ask to have my items returned. I went back into the store and very nicely told the cashier what customer service had told me. She called the manager over and I told her the same thing. She then glared at me and said she would make an "exception" and allow me to return them. I told her it was not an exception if that was Coach policy per customer service. She then said that customer service could not overrule a manager. I finally got my merchandise credit for the return and asked the cashier for the manager's name.
I got back in my car and called customer service and told them I wanted to know how to file a complaint. I then told my whole story to an appalled customer service representative who apologized profusely and stated that the manager did not know the policy. I advised her that maybe somebody should make sure she did because I would never be purchasing anything else from that store! The customer service rep made sure to note that customer service certainly could overrule a store manager.
I really don't care for much of Coach's new stuff or the new prices, so this may have been the nail in the coffin for me and Coach.
