Coach Customer Service Stories - The Good, The Bad and The Ugly
- Thread starter BonBonz
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Good: my medium Candace from the last FOS came wrapped like it was made of glass. Awesome packaging.
Ugly: The packaging for the OpArt Madison Tote I ordered from the FOS before that. Not wrapped, box a little too small and smashed, but the bag was not harmed and I've already used it.
Just a little contrast in packaging.
Bad: Access to FOS. I've been vocal on the subject and like the separate thread idea.
Thank you for starting this thread.
Ugly: The packaging for the OpArt Madison Tote I ordered from the FOS before that. Not wrapped, box a little too small and smashed, but the bag was not harmed and I've already used it.
Just a little contrast in packaging.
Bad: Access to FOS. I've been vocal on the subject and like the separate thread idea.
Thank you for starting this thread.
Personally I think we need a "FOS Rejected Me Clubhouse". What do y'all think??
Lol. That's my kinda thinking!
Personally I think we need a "FOS Rejected Me Clubhouse". What do y'all think??
LOL! I like that idea!
My favorite FP stores email me with PCE invites, even though they know I'm primarily in Oz now. They know I buy things for my daughters in the US so they always drop me a personal line.
My 3 "home" outlet SA's and managers dropped everything to come give me a hug and catch up after a year away. My sister-in-law was just a little astounded.
I had two minor issues to fix when I returned - I had bought my stepson an MFF wallet the year before, and the plastic ID window cracked. All I needed was a new piece of plastic, but the Manager replaced the entire wallet on the spot. I also had an MFF straw wristlet I had purchased oh maybe 2 years ago, had never used till recently and then I noticed the leather zipper pull was missing. Manager replaced it with a cute snaphead charm as a pull, I LOVE it.
I'm not sure if this is a CS issue or if it's just inconvenient - when I was home the MFF polka dot accessories were filtering into the outlets. I LOVE them, got an iPad cover one week and then a couple other small goods the next. I badly wanted the matching iPhone 4 case but they were ONLY on the FOS. Wrentham even checked Jax for supply, they had thousands in stock but there was no time for me to order one (by the time we figured that out!) So I guess my gripe is - I wish Coach would send the ENTIRE accessory line to outlet and/or FOS, not just bits and pieces. If I had known it wasn't coming to the stores, I would have had time to order off FOS. Le sigh. First world problem!
My 3 "home" outlet SA's and managers dropped everything to come give me a hug and catch up after a year away. My sister-in-law was just a little astounded
.I had two minor issues to fix when I returned - I had bought my stepson an MFF wallet the year before, and the plastic ID window cracked. All I needed was a new piece of plastic, but the Manager replaced the entire wallet on the spot. I also had an MFF straw wristlet I had purchased oh maybe 2 years ago, had never used till recently and then I noticed the leather zipper pull was missing. Manager replaced it with a cute snaphead charm as a pull, I LOVE it.
I'm not sure if this is a CS issue or if it's just inconvenient - when I was home the MFF polka dot accessories were filtering into the outlets. I LOVE them, got an iPad cover one week and then a couple other small goods the next. I badly wanted the matching iPhone 4 case but they were ONLY on the FOS. Wrentham even checked Jax for supply, they had thousands in stock but there was no time for me to order one (by the time we figured that out!) So I guess my gripe is - I wish Coach would send the ENTIRE accessory line to outlet and/or FOS, not just bits and pieces. If I had known it wasn't coming to the stores, I would have had time to order off FOS. Le sigh. First world problem!
I agree that a problem is that they don't send the entire matching accessory line to the outlets at the same time. I had to get my ocelot accessories one piece at a time, and I ended up buying some of them on ebay. Of course if they were all on FOS, I wouldn't be able to order them all in one order, with a 5 item limit.
Good: the SA's know me by name even though I hardly ever go in. Last time I was there, I had to bring my 2-year old and 7 month olds with me and while I was shopping, my son dumped a whole bunch of cookie crumbs all over their carpet LOL! How embarrassing, but the SA's were so sweet about it and didn't make me feel bad at all.
The bad: my Kristin hobo came from FOS with a huge scratch in the leather, I had to mail it back and they told me to put my shipping receipt in so they could reimburse me. Now they say they won't refund my initial shipping ($26 to Canada!) and they "can't find" my shipping receipt which was $33 back to them!
The bad: my Kristin hobo came from FOS with a huge scratch in the leather, I had to mail it back and they told me to put my shipping receipt in so they could reimburse me. Now they say they won't refund my initial shipping ($26 to Canada!) and they "can't find" my shipping receipt which was $33 back to them!
Good:
- Last year I was visiting the US, and was looking at Coach bags in a couple of Coach stores. The SAs were great, especially since I was almost completely new to Coach bags at that point - they started pointing out which bags were nice, asking me what colours I liked, etc and I took absolutely ages before deciding on a bag/colour!
- Just called up a store I intend to visit shortly. I was previously told by that store that they can only put items on hold for 48 hours, but the SA I spoke to was so lovely and said she could put the items I was interested in on hold for me until I can visit (which will be more than 48 hours but within the next week). Great news for me, especially since this will be my only Coach store visit for the foreseeable future and one of the items I like is selling fast!
Bad:
- Telephone ordering. The lady I spoke to was almost bordering on rude (maybe because I was using a non-US card?) - it was so bad that I decided not to buy the item I had seen on the website that I really wanted! (Blessing in disguise though, as I then called up the store I am planning to visit and they had another item I wanted more but thought wasn't available, and this is now on hold for me!)
- Last year I was visiting the US, and was looking at Coach bags in a couple of Coach stores. The SAs were great, especially since I was almost completely new to Coach bags at that point - they started pointing out which bags were nice, asking me what colours I liked, etc and I took absolutely ages before deciding on a bag/colour!
- Just called up a store I intend to visit shortly. I was previously told by that store that they can only put items on hold for 48 hours, but the SA I spoke to was so lovely and said she could put the items I was interested in on hold for me until I can visit (which will be more than 48 hours but within the next week). Great news for me, especially since this will be my only Coach store visit for the foreseeable future and one of the items I like is selling fast!
Bad:
- Telephone ordering. The lady I spoke to was almost bordering on rude (maybe because I was using a non-US card?) - it was so bad that I decided not to buy the item I had seen on the website that I really wanted! (Blessing in disguise though, as I then called up the store I am planning to visit and they had another item I wanted more but thought wasn't available, and this is now on hold for me!)
Thanks for starting this thread!
Don't really have a 'good, bad, ugly' story to share at this time, but I do want to vent, since I'm also one of the latest FOS-rejects.
I took a break from FOS for the past month or so, as I was putting my Coach-budget towards the PCEs -- so was really disappointed to see "Sale Inactive" when I tried to log in to FOS yesterday! Grrrr!!
Checked my account, and the 'email me sale reminders' link had been unchecked at some point (not by myself). Soooo, not sure if an SA went in & changed my acct info after I returned a couple defective items, or when that happened, but I checked the box again -- hoping that will get me back in to FOS(?) and it may be worth a try for others...? (Just trying the usual log in without an email invite is no longer working for me either.)
On a side note, gals, check your Legacy leather carefully --one of the last duffles I ordered had cracks in the leather - not just scratches but cracks/splits.
Don't really have a 'good, bad, ugly' story to share at this time, but I do want to vent, since I'm also one of the latest FOS-rejects.
I took a break from FOS for the past month or so, as I was putting my Coach-budget towards the PCEs -- so was really disappointed to see "Sale Inactive" when I tried to log in to FOS yesterday! Grrrr!!
Checked my account, and the 'email me sale reminders' link had been unchecked at some point (not by myself). Soooo, not sure if an SA went in & changed my acct info after I returned a couple defective items, or when that happened, but I checked the box again -- hoping that will get me back in to FOS(?) and it may be worth a try for others...? (Just trying the usual log in without an email invite is no longer working for me either.)
On a side note, gals, check your Legacy leather carefully --one of the last duffles I ordered had cracks in the leather - not just scratches but cracks/splits.
I've been thinking about the FOS access discussions that started on the other FOS thread, and I believe I've had a realization that likely explains why my limited access has been bothering me.
What started that train of thought for me was the comment that some here were 'taking it personally' about not being able to access the FOS every time.
For me, I'm not sure if it's me 'taking it personally', as much as I've been spoiled by having access for the last 6 months. Then to suddenly not have access is taking me some time to get used to. I liked being able to get a good price on FP deletes, and to see what was available at each sale. It was like window shopping for me.
Yeah, I know it's only a purse, but I'm a creature of habit and it's been my habit to check out the FOS and order when something good caught my eye.
It takes me a little while to adjust to new habits, but I get there. Finally understanding why it bothered me so much makes all the difference to me.
I still love Coach bags and will continue to use the ones in my collection and look for good prices at the outlets, department stores, and the FOS (as long as I have access).
Just thought I'd share that.......
What started that train of thought for me was the comment that some here were 'taking it personally' about not being able to access the FOS every time.
For me, I'm not sure if it's me 'taking it personally', as much as I've been spoiled by having access for the last 6 months. Then to suddenly not have access is taking me some time to get used to. I liked being able to get a good price on FP deletes, and to see what was available at each sale. It was like window shopping for me.
Yeah, I know it's only a purse, but I'm a creature of habit and it's been my habit to check out the FOS and order when something good caught my eye.
It takes me a little while to adjust to new habits, but I get there. Finally understanding why it bothered me so much makes all the difference to me.
I still love Coach bags and will continue to use the ones in my collection and look for good prices at the outlets, department stores, and the FOS (as long as I have access).
Just thought I'd share that.......
You are not alone!
I have also used to wake up in the morning (luckily I dont have to wake up early for FOS, it is just a slighly bit earlier as I wake up normally) and spend 30 min in bed browsing FOS and read what everyone is ordering. And that was Monday, Wednesday and Friday. Now they cut FOS to only Monday and Friday and it bothered me. I love that 30 min in bed before I get up browsing FOS and reading TPF!!!! I could do it daily.
Exactly! I am very much a creature of habit. I know that about myself, so I should have realized right away why it bothered me so much. I'm slow, but I get there eventually, lol. 
But, the light bulb finally went off, and I'm okay with it now. When I am completely blocked, I hope to enjoy hearing about what's available from others, and hopefully seeing pictures posted by those that still have access.
It's not like I don't have a cabinet full of beautiful bags of my own to enjoy using.
I totally agree -- it's disappointing & frustrating after having access for over a year, in which I bought from them regularly, and then - poof! - got cut off, seemingly without reason. My outlet is 2 hours away & didn't get many deletes, & def not on a regular basis (not to mention, many people just don't have convenient access to an outlet) so FOS was a GREAT way to get in on the deletes without the loooong road trips &/or the hassle of searching high & low...
Well, I guess we can keep our fingers crossed that we'll get back in sometime....