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

[LauraTracy]

So glad you found the good employee! Congrats on your new bag and resolving the situation. Jax should be ashamed for not supporting their front line employees and their loyal customers especially those whose understand the bottom line like you do. Kudos to being an honest person and finding the SA to match.

 

[fashionplate123]

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....

That's really unethical and unacceptable. I remember I went to return something in store NWT, and they blamed it on the fact that there were little bits of the paper stuffing in the bag; I was incredulous. I would report it to the corporate office. If you try returning it to an outlet, I bet you won't have the same issue. It's concerning though because I was going to order something online, but if they are treating customers like that, I'm having second thoughts!

 

[90046]

this takes the cake

i've slowed WAAAAY down w/ my COH purchases
but I think I can officially now say I'm done

 

[fashionplate123]

It's a shame you can't get the name of the person who sent it back. . .they sound like a miserable person who just wanted to make things hard on an innocent person just because.

 

[MiaBorsa]

... 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!

Coach seems to excel at alienating their customer base. I'm glad your SA took care of you, but what a hassle.

 

[GA Peach]

I'm glad you got the correct resolution with your SA. My Coach purchases have slowed down considerably and I don't see that changing soon.

 

[TejasMama]

I haven't bought anything from Coach in quite some time but, when I did have a return, I would always go to the store or outlet. The SAs I encountered were always very helpful and seemed committed to giving good service. I wouldn't trust shipping anything back to JAX and I also wouldn't buy anything from FOS with all the bad reviews I've read the last several months.

I would also second posting on the FB site. That's the quickest way to get their attention. They are trying to rebrand themselves so if you post their lousy service and product, I'm willing to bet they would respond quickly.