Bad Customer Service

[elongreach]

I'm sorry you had a bad experience at Coach. I know we don't really like to speak up when we are in the stores and someone is not taking the time they should with us, but this is a situation where you should have spoken to someone. Whether it be the last SA and tell them to focus on you or the manager to let them know that you aren't happy with the service. Doesn't mean you have to buy something, but you could let them know that this service does not make you want to buy something at that store and that they need a reality check.

Because honestly, they may not know how they are treating you until you tell them.

 

[patriceeboston]

I say try them again, and if your snubbed once more write your nice letter to HQ.

 

[plzrck]

The SA's at coach don't work on comission. I just must be lucky. The girls in the store I go to are awesome but there is another store in another part of the city where I wouldn't shop if you paid me. I about wanted to slap a girl last time I was in there.

Since you are in the KC area, do you normally shop the Plaza or Oak Park? Just wondering, because when I shopped at the Plaza, the girls there were soo nice. When I went to Oak Park the girls were nice, but a couple kind of rubbed me the wrong way.

 

[Indigowaters]

It's like they judge you on what you're wearing and whether you have money to spend. It shouldn't be that way.

Exactly! Me and my mom were at Dillards last weekend looking at Coach bags and I was about to buy one on the spot (even if it meant being broke) but went against it because of the women's attitudes. Even though it wasn't a boutique, I thought it was so rude, because they were trying to get the attention of a man who was just looking and they probably thought he was going to buy a SO a gift for V-day. Well, needless to say, they lost a customer. I'll only go in there now to see how big the bags are and order them online or try out my nearest Coach boutique. But this is why I will hit an outlet store before another store because the SA's there know you didn't drive all that way to get nothing no matter how you're dressed.

 

[sprinkles]

I'm so sorry this happened! It really worries me to hear that whole stores are like this, I know my store has one person currently who gets complaints but it's never as a whole. It's so unfortunate because we get secret shopped once a month and those numbers are huge, you must constantly give the best service. Besides that though, people should realize how they're treated in other stores and never ever make a customer feel like that!

I realize this may not be her fault--perhaps the inventory for store ordering is controlled differently, but that's $500 commission (if she gets one) that she didn't get. That seemed really silly to me. It would have been a win-win for both of us if she could have ordered it for me...

It may have been when she looked, it wasn't available for her to fulfill because of low quantity but JAX can generally fulfill most orders if any store has it when we have to have a certain number to order it.

 

[krispin41]

I'm so sorry this happened! It really worries me to hear that whole stores are like this, I know my store has one person currently who gets complaints but it's never as a whole. It's so unfortunate because we get secret shopped once a month and those numbers are huge, you must constantly give the best service. Besides that though, people should realize how they're treated in other stores and never ever make a customer feel like that!




It may have been when she looked, it wasn't available for her to fulfill because of low quantity but JAX can generally fulfill most orders if any store has it when we have to have a certain number to order it.

Ahh yes, the secret shop, we have that at my company too.

But I agree with the rest here, call the store, get the managers name and the DMs name, and shoot off a little letter...

Good luck and enjoy your new bag when it comes....we of course will need pics when it arrives!!

 

[superstar]

Oh yeah, I carried the first generation signature clip handbag (who remembers those?).

That was my very 1st Coach bag.
Sorry to hear about the bad customer service. I've only had one bad experience at Coach. I was exchanging a ponytail scarf for a different color, and the SA would not take the scarf back,he said it had a snag and that they could not sell it anymore. I told him that's the way I bought it, we went off to say that coach would not sell a defective product. It made me furious . I just took it to a different store and I had no problem. Some SA's are full of it.

 

[FrogBubbles]

I'm sorry you had a bad experience at Coach. I know we don't really like to speak up when we are in the stores and someone is not taking the time they should with us, but this is a situation where you should have spoken to someone.

Also goes the other way -- if you're treated really well, make a point of telling their manager, or whatever. Retail people usually only hear about the bad stuff...barely anyone takes the time to say we did a good job.

 

[Stophle]

I'm also sorry you had a bad experience. Personally, I have never been treated rudely at Coach. I dress like a normal person all of the time, (i.e. jeans, sneakers, baggy sweatshirt, Coach bag) and SA's have always been attentive and kind to me.

As for different people greeting you, helping you shop, and then checking you out, Coach puts people at different stations in shifts. So at the beginning of someone's shift they may be a greeter for a couple hours, then move on to walking around the floor helping people shop, and others may be ringing people out at the registers. Each "job" has it's own requirements that must be fulfilled.

I know some people may get annoyed when a lot of people come up to them and ask them if they're shopping for themselves or for a gift, but the SA's are required to do that. At least they were at the outlet I worked for.

Like anything in life, every person is different. The atmosphere in any store is different too. It all depends on the people. Don't blame Coach for their behavior. They were probably sugary sweet when they got hired, and were being trained. They may not have gotten caught when they've been shopped, so Coach may not even be aware. Just don't blame Coach, or say that Coach has low standards, because that just isn't true. Coach has their rules and regulations, and requirements in place just so that each customer will be helped, and have a great experience, which ultimately results in sales.

 

[Stophle]

Also goes the other way -- if you're treated really well, make a point of telling their manager, or whatever. Retail people usually only hear about the bad stuff...barely anyone takes the time to say we did a good job.

I actually have a funny story about that. *L*

Every job I've ever had has been in customer service. At my last job I would have people ask to talk to my supervisor to tell her what a great job I did. I guess they got crappy service from others, but I actually love dealing with people, and I guess it came through in how I helped them.

Well, about 6 months ago or so, my mother and I went on a road trip to go see a concert. We were starving, and in the middle of nowhere, and she was craving a steak pretty badly. We finally found a place to eat, and went in and were seated. The waitress we had was very personable, and efficient. She saw to our needs quite often, and we liked her. Well, there was a drunk man at the bar and he was being loud and obnoxious *as drunk people often are* and he was hitting on her, and talking to her, and had latched onto her as the person to talk to. She was very patient with him, and called him a cab, and dealt with him very smoothly.

At the end of the meal, my mom went outside, and I went up to pay. Having been in customer service myself, I really notice bad service, and good service. So I always try and speak to a manager when I get good service, because I know they don't get kudos that often. I asked the cashier to speak to the manager, and the poor cashier looked so nervous. *L* I guess they don't get compliments often. The manager came out and had a resigned look on her face, like she was expecting me to start complaining. I told her I just wanted to compliment the waitress, and the restaurant for how well they handled the drunk man, while still seeing to my mother's and my needs. THe manager looked like she didn't believe me and was waiting for the other shoe to drop. *LOL* She waited for me to say something bad, and when I didn't she looked confused, but then finally said thank you for letting her know, and she would tell the waitress about the compliment.

It's sad when all they hear is bad things, and they're in disbelief when someone takes the time to give them a compliment.

 

[anotheremptysky]

So sorry to hear that!! That totally sucks. I always hate going into Coach now that my favorite SA has moved ... the girls there now are nice, but don't know what I'm talking about a lot of the time. Never rude though. You should definitely complain!!

 

[beljwl]

Also goes the other way -- if you're treated really well, make a point of telling their manager, or whatever. Retail people usually only hear about the bad stuff...barely anyone takes the time to say we did a good job.

It is funny as I was reading this thread I was thinking I have only had really great service every time I go to Coach. I bought a cell phone lanyard and I asked if they could put it on my brand cell phone. They said of course. They took it into the back about 15 minutes later they came back VERY apologetic that they broke the little hook thing the lanyard hooks onto. They told me they would pay to have it repaired. I had to get back to work so I gave them all my info. By the time I got back to work they called me and told me they found a place that could fix it for me just to bring my phone back and they would take care of it. The only problem that I did not want to be without my cell phone that long for them to send it out for repair. I told the manager that and then he offered to personally take it to be repaired after his shift and then drive it back to me. It would have taken him over 2 hours to do that. I felt bad letting him do that. I told him it was no problem I was going to be in Santa Monica over the weekend (this happened on a Thursday) and I could just take it in myself. He said he was more than happy to do it on his own time since he felt so bad one of his employees broke the hook on my phone.
After he offered to go SO out of his way for me I called corp. and told them how great he was and about his offer.
That weekend I took my phone in and had it repaired and bought in my receipt in just like they told me to do and they paid me cash right then and there. And I told the extra nice manger that I called and told Corp how great he was. They even gave me 40% off the lanyard I was buying.

 

[HandbagAshley]

Well, I just called my local Coach store to ask if my favorite SA would be there tomorrow and she actually answered the phone. I told her about my last experience and she said that she would make sure that didn't happen again and would hook me up tomorrow when I came in. She's great and wants to be a new member on PF. She's the manager and my SA. I guess you gotta find who you like and stick with them. She also said that some of the new stuff is coming in on Friday. I told her I wanted to order from the catalog and she said she would have everything I ordered by the end of the week. WOO HOO!

 

[SpoiledRotten22]

So sorry to hear about the bad experiences @ Coach. I can't recall any time that I've been in a Coach store and didn't receive good service (even when I was just looking). The SAs here are always nice and helpful.

 

[kathyrose]

I haven't had a bad experience at a Coach store or outlet yet. It's disheartening to hear such bad experiences happen!