Coach customer service....epic fail!!!

TPF may earn a commission from merchant affiliate
links, including eBay, Amazon, and others

ClassicShopper

ClassicShopper

Member
Oct 12, 2013
818
4
#1
Returned two bags to JAX, with attached tags, receipts, tissue, dust bags, brand new, not a mark on them. Received them back today...no receipts, no dust bags, no tissue, folded flat into a torn box, still not a mark on them, with a letter saying they don't accept used merchandise for returns. ???????? Called JAX and they said to "send them back for another evaluation." I said, what do I do about the double postage? They said "postage is the customer's responsibility." I am STUNNED. I'm not a "returner," I have over 70 Coach bags in my collection of over a decade and this is only my fourth return. I don't even know what to say....
 
#3
Same exact thing happened to me. If you can rake them in to the store and do the return. Not sure how they think people are wearing bags with the price tags attached to the outside if the bags. Idiots
 
#5
That's unacceptable! Not the way to treat your customers, Coach or increase profits by sabotaging returns. That's an undercover investigation story right there. I wish you had taken a pic of the way it went and then came back. Post that on social media and watch how fast Coach begs forgiveness and pays you for it. :nono::nono::nono:
 
Last edited:
#6
They've done this to me on two items. One was a Bleecker tote from the FOS. They sent it to me damaged. It had stains on it, and was sent with no stuffing - not even a plastic package. They had literally put it inside of a huge box alone, with plastic air packs on top of it. It was creased, etc. I mailed it back at my expense the next day. They returned it to me saying I had caused the damage. I called CS, I was firm but polite. They gave me a return label to send it back, and gave me a refund. The lesson there was that anytime I received damaged bags I would email them before marking them damaged and returning them.

I was upset to be accused of causing damage to a bag that was sent to me damaged (and was clearly something another customer had done - the bag should have never been put back into stock). Luckily I had taken pictures of that one, and their packaging. I didn't send it to them although I did tell them I had pictures, but I would have sent it to American Express if they had refused the return, as I would have opened up a claim.

Another was a Bleecker Preston bag from the retail side. It was a pilot bag that I had and decided not to keep - hadn't used it in the color, figured I wouldn't. Same thing. Told me it was used, but it still had tags, stuffing, etc... no signs of use, because I hadn't used the darn thing. Same process. I called, was firm but polite. They sent a label and I sent it back. I did include a lengthy letter to them with that one. I'm surprised they didn't ban me.

That was several months ago, and the last time I bought from them for a few months. I placed my first order from the FOS this past month. Two damaged bags, but one isn't so bad that I'm going to send it back. Frankly, I'm afraid to return by mail again, so I'm taking it to an outlet.
 
#8
That really sucks! Sorry this happened to you. They should be able to view your purchase history to figure out that you're not trying to do anything shady and, regardless of that, the bags were returned in the condition they were received!

I've received damaged bags from FOS a couple of times and I'm always concerned they'll think I did the damage so I call right away and they've e-mailed me labels to send them back with no issue.

When I change my mind on items, I usually take them back to an outlet and since I'm a regular customer, they know me and never give me any issues with returns.
 
Last edited:
#9
I've heard of Coach refusing a lot of NWT returns lately, claiming the item was used.... It's ridiculous to think they can 'force' someone into a purchase by not accepting a return that they clearly should have accepted. Also, if it's an immediate return, they should realize the turnaround time (delivery date to buyer and the buyer's return ship date) doesn't allow time for an item to be used. But, that's 'Coach Logic' for you!

The last time I returned items.... one was a colorblock duffle from FOS that had a crack in the shoulder strap, which I returned in store, and the store manager acted all put out while processing the return and basically wouldn't talk to me or look at me. When I left, I said 'thank you' and she didn't respond. The other was a mushroom Kristen leather hobo from FOS that was clearly a display model or store return. When it arrived, wrapped in the plastic bag but no stuffing and in a box way too big with no padding- it was scratched, had spots of dye or ink on the exterior, and no tag attached. I returned it to JAX the very next day but made sure to take photos first and also included a letter w/the return, describing all of the issues I had noticed. They actually accepted the return and sent an apology letter, but without the letter I included in the first place, I wonder if they would have refused that return. If they had, you can bet I would have called, and probably would have publicly called them out on their Facebook page as well.

Good luck OP - hope you're able to get this resolved!!
 
#11
That stinks ClassicShopper! I would be very annoyed if that happened to me.

Making people afraid to return stuff is an excellent way of encouraging re-selling, IMO...something I thought Coach was trying to reduce.
 
#12
Sorry this happened. Here's a tip for the future. When you receive a damaged bag from FOS or FP you should call and report the damage first so that it's noted on your order and request a return label. They will email you a label at their cost - it won't be deducted from your refund. I received some bags from the last few sales there were missing a dust bag, crushed and one looked used. I didn't have any issues with any of the refunds.
 
#13
ClassicShopper said:
Returned two bags to JAX, with attached tags, receipts, tissue, dust bags, brand new, not a mark on them. Received them back today...no receipts, no dust bags, no tissue, folded flat into a torn box, still not a mark on them, with a letter saying they don't accept used merchandise for returns. ???????? Called JAX and they said to "send them back for another evaluation." I said, what do I do about the double postage? They said "postage is the customer's responsibility." I am STUNNED. I'm not a "returner," I have over 70 Coach bags in my collection of over a decade and this is only my fourth return. I don't even know what to say....
Click to expand...


That is sooooooo not okay!!! I am to the point now where I just don't want to buy directly from Coach anymore. I didn't get the recent coupon and I am paranoid now about ordering from JAX and bringing stuff back in. This floor set was totally eh as well.

They need a reality check. You should be totally livid! That is just unacceptable. I am so sorry that you were treated like this. Although it speaks volumes about their " new direction!"
 
#14
ecj*waxy said:
That stinks ClassicShopper! I would be very annoyed if that happened to me.

Making people afraid to return stuff is an excellent way of encouraging re-selling, IMO...something I thought Coach was trying to reduce.
Click to expand...


You are exactly right....I've never resold before, and this experience made me consider it for the first time!
 
#15
So, an update....I called my favorite SA and told her I needed her help. Took everything in to show her and she was appalled. She checked the bags and said they are clearly tagged and brand new, and she processed returns on both of them immediately. I have always tried not to return at her store and instead pay the shipping to JAX on my very few returns in the past, because I don't want my decision to adversely impact her store's numbers, but she was exceptional, as usual. I picked up a new bag (soft borough, OH MY!!!!) on the current sale and left as a happy customer again. She kept the letter Coach sent me, and the crushed box, and plans to call Coach to complain, and I plan to send them something as well. I guess the moral of the story is to find a good SA, treat her well, and (sob) don't trust Coach corporate. I won't hold it against the whole company and especially not my SA, but what an unbelievable turnoff...it is hard not to let it spoil your view of the entire organization when you try to be a really solid customer and then get dumped on. They made me feel crummy, and I really appreciate the support and encouragement of my fellow TPF'ers!
 
You must log in or register to reply here.
Top