Another fail for customer service

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#31
Hoalatha said:
It's like night and day though how the two different Coach stores handled the problem. The other store I went to apologized and said she couldn't give me a matching leather one, but since my hardware was gold, would I mind having a gold one instead? Then she just went into the back and handed me one for free. A far cry from $20 shipping lady!

Think I might just get mine from online from now on when I need them so I don't have to deal with the inconsistency. I hate asking for free things IRL to begin with.
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There is a limit on how many they will send you when you request online. They will generally send you one to match hardware. My experience has been that the outlets will give you several in almost any color as long as they have them.
 
#32
RE: hangtags.
I bought a metallic Carrie at the outlet in clearance and didn't notice the hangtag was missing until I got home. Went back and they brought out a small box of hangtags, but though none matched, they gave me one that would work. I later asked at the FP store and they too brought out a small box of them and none really matched either, so the SA got on the phone and called another store and found me a nice one that was almost identical to the missing one. They shipped it to me and they actually sent along another similar one. I was/am pretty happy with the service from these two stores.
 
#33
codegirl said:
For items bought after the new policy you have 60 days to return. For items bought before the new policy you have until January 18th or January 30th to return (date changes depending on who you talk to at Coach).

Since you bought this after the new policy, you would have 60 days to return.

HTH!
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OK, I bought it July thanks!
 
#35
codegirl said:
Oh ok, I misread that you bought it a month ago. If bought in July, then that's before the new policy and you have until January 18th. (or possibly the 30th since that's what Coach corp told me but I'm not trusting it lol).
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my bad...typo:p thanks for the info! Glad I don't have to run to the mall tonight
 
#36
codegirl said:
Oh ok, I misread that you bought it a month ago. If bought in July, then that's before the new policy and you have until January 18th. (or possibly the 30th since that's what Coach corp told me but I'm not trusting it lol).
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Yeah, I wouldn't trust the 30th. I mentioned that when I was in the outlet the other day and she corrected me to the 18th.
 
#37
highrider9o9 said:
^ Although there is no exception for them being rude, the stores dont just carry replacement parts for old bags. My store actually does carry random hangtags, straps, tassels, form damaged bags, but that is not normal, and I have never come across that at any other store.
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I used to be an SA in a full price store and our manager did this. She would remove the usable tags from damaged bags and we kept them in a box for replacements as a courtesy.
 
#38
I think the SAs are getting the holiday return period deadline of 1/18 and the previous purchase deadline of 1/31 confused. The whole thing has been a mess with inconsistent information apparently. Shocking, I know :shocked::shocked:
 
#39
I'm new to Coach and I was surprised when the SA at the outlet center said they had a 60-day return policy. A lot of outlets (e.g., Tods) won't take returns at all.
Not to say they're right for not standing by their policy in your case OP.
 
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