Coach Customer Service Stories - The Good, The Bad and The Ugly

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#16
Not really customer service per se, but a question - one of the strange inconsistencies about FOS is that sometimes the receipt is just sitting in the box loose, sometimes it is in the red and white envelope. Today my FOS shipment has the receipt in the bone and gold envelope PLUS I got the little "Thank you for your purchase" note that looks like an invitation or a greeting card.

Any idea what would result in the difference - I just assume they are all coming through the same shipping department.
 
#17
netlawyer said:
Not really customer service per se, but a question - one of the strange inconsistencies about FOS is that sometimes the receipt is just sitting in the box loose, sometimes it is in the red and white envelope. Today my FOS shipment has the receipt in the bone and gold envelope PLUS I got the little "Thank you for your purchase" note that looks like an invitation or a greeting card.

Any idea what would result in the difference - I just assume they are all coming through the same shipping department.
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Wow, never had that except from FP stores.......and I've been buying from FOS for a while now.....mainly deletes.
 
#19
netlawyer said:
Not really customer service per se, but a question - one of the strange inconsistencies about FOS is that sometimes the receipt is just sitting in the box loose, sometimes it is in the red and white envelope. Today my FOS shipment has the receipt in the bone and gold envelope PLUS I got the little "Thank you for your purchase" note that looks like an invitation or a greeting card.

Any idea what would result in the difference - I just assume they are all coming through the same shipping department.
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I've only ever had the receipt in an envelope when I purchased from the FP website or store.

All of my FOS orders have come with the receipt in the bottom of the box.

Interesting.....
 
#20
moxie799 said:
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....
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That is a very good point. My closest outlet is 45 minutes away, the FP store is about the same, 45 minutes away, and another outlet is probably 1 to 1 1/2 hours away. I do have a Dillards and Belk close by, but the prices and selection are not as good at a department store versus an outlet.

Then there are some that don't have access to any of that, and like you said, have come to rely on the FOS to purchase bags. At least I do have other options for purchases.

On another note: I've been trying to access the FP site so I can look at the new items, and see if there is anything I want to use my PCE on, but no matter how I access it, the site does not load or work properly for me. Does anyone else have this issue, or is it just me? Or user error? Which is very possible, lol. :p
 
#21
Well, I received my order from Coach (FP--with the PCE), and they sent me the wrong item. I ordered a basket clutch in marine and instead got a zip accordian wallet in marine. The shipping receipt inside even said basket clutch.

I called and they are going to have UPS pick it up, and they are sending me my correct item. But it annoys me. It just seems like they should put more care into putting the correct item in the box. I could tell something was wrong when I saw the small gift box...I wondered how on earth they could fit the clutch in that.

Also the box had a bunch of reseal tape from fedex--they must not have boxed it well either.
 
#22
NutsAboutCoach said:
On another note: I've been trying to access the FP site so I can look at the new items, and see if there is anything I want to use my PCE on, but no matter how I access it, the site does not load or work properly for me. Does anyone else have this issue, or is it just me? Or user error? Which is very possible, lol. :p
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No problem with the FP site with me (using Chrome/Win7). Though often when I've had issues with websites in the past switching browsers (to Firefox/IE) usually lets me into the website, may be worth a try for you?

Alexa5 said:
Well, I received my order from Coach (FP--with the PCE), and they sent me the wrong item. I ordered a basket clutch in marine and instead got a zip accordian wallet in marine. The shipping receipt inside even said basket clutch.

I called and they are going to have UPS pick it up, and they are sending me my correct item. But it annoys me. It just seems like they should put more care into putting the correct item in the box. I could tell something was wrong when I saw the small gift box...I wondered how on earth they could fit the clutch in that.

Also the box had a bunch of reseal tape from fedex--they must not have boxed it well either.
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That's really annoying! :( Hopefully you'll get the right item soon...
 
#24
A manager at a store not very close to me did not show good customer service; did not even greet me or offer to assist me, while the SA's were very nice. On a positive note, a manager at a store closer to home that I rarely go to was exceptionally nice and asked me a lot of questions about my job, family, etc. as a way of building rapport which I really appreciate.
 
#25
On another note: I've been trying to access the FP site so I can look at the new items, and see if there is anything I want to use my PCE on, but no matter how I access it, the site does not load or work properly for me. Does anyone else have this issue, or is it just me? Or user error? Which is very possible, lol.
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I have had trouble with the FP site more than once, on more than one computer. I think the newer site is slower to load and is prone to more loading problems, in my experience.
 
#26
How long is UPS 3 day select supposed to take? I had a bag shipped on Friday. I calculate today as being 3 days but it still shows that it hasn't even reached my town. Not really Coach's fault, but I'm still frustrated, especially because today DH was away and wouldn't have seen the box.
 
#27
whateve said:
How long is UPS 3 day select supposed to take? I had a bag shipped on Friday. I calculate today as being 3 days but it still shows that it hasn't even reached my town. Not really Coach's fault, but I'm still frustrated, especially because today DH was away and wouldn't have seen the box.
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What does UPS show for the delivery date? That's what I always look at first when I check tracking on UPS.

BTW - I can totally relate to not wanting DH to see the boxes. He never says anything, just rolls his eyes, lol.
 
#29
netlawyer said:
Not really customer service per se, but a question - one of the strange inconsistencies about FOS is that sometimes the receipt is just sitting in the box loose, sometimes it is in the red and white envelope. Today my FOS shipment has the receipt in the bone and gold envelope PLUS I got the little "Thank you for your purchase" note that looks like an invitation or a greeting card.Any idea what would result in the difference - I just assume they are all coming through the same shipping department.

[/Majority of the time the receipt is loose in the box for me but I have gotten it in the envelope sometimes, and I've gotten the thank you note a couple times. No clue on the inconsistency.
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#30
NutsAboutCoach said:
What does UPS show for the delivery date? That's what I always look at first when I check tracking on UPS.

BTW - I can totally relate to not wanting DH to see the boxes. He never says anything, just rolls his eyes, lol.
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This is the first time that when I go to UPS, it doesn't show an expected delivery date. My FOS tracking shows the scheduled delivery date, but this one doesn't. At the top, it just says "In Transit", while the FOS shipment says "In Transit: On Time." UPS says that 3 day select means it is guaranteed to be delivered by the end of the third business day, which they didn't do. Even now, that it has been 4 days, it still hasn't reached my town.
 
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