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

[CA-Anonymous]

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.

• I received a wrong item when ordering from the Factory Online Sale a couple months back and have also received wrong items from Coach.com twice in the past few years- One I could see that the 'warehouse picker' must have transposed the style number, but the other item, was just totally wrong (both times the receipt had the item # for the item I ordered, not what I received).

• For the FOS item, what was pictured on the website was aTony Duqette necklace (the one w/ a starburst and then another dangling green stone thingy laying on top of it), but what I received was the TD necklace that had the big sunburst. What was strange was that the plastic packaging had the style number for the starburst necklace that I actually wanted (shown online) The reason I knew this was because I was very into the Tony Duquette jewelry when it first came out a couple years back so I had written down the style numbers of what I liked (and in fact I already had the sunburst necklace purchased when it was at FP oline), needless to say I don't want two of the same thing, so I just recently returned it, and included pictures to show what the differences were, so we'll see what they say. Either they changed the style number when they advertised it on the FOS site, or else someone put the wrong necklace in the wrong plastic baggie...
• I also just recently had an issue with a FP website order, where the package was totally crushed, and I could see that UPS just retaped the heck out of it as you mentioned above. When I looked inside, only 1 of the 6 items I ordered was in there. I immediately called Coach CS (assuming that someone at UPS had helped themselves to the missing items), but the rep. said that she checked the weight of the box, and could see it was too light, so I guess it was just that they forgot the other items (6 items is a lot to forget though!). They reshipped the missing items overnight, so it all ended out well.

Overall, I'm really unimpressed with UPS; I['ve received so many crushed boxes since Coach switched over from FEDEX.

 

[netlawyer]

• I received a wrong item when ordering from the Factory Online Sale a couple months back and have also received wrong items from Coach.com twice in the past few years- One I could see that the 'warehouse picker' must have transposed the style number, but the other item, was just totally wrong (both times the receipt had the item # for the item I ordered, not what I received).

• For the FOS item, what was pictured on the website was aTony Duqette necklace (the one w/ a starburst and then another dangling green stone thingy laying on top of it), but what I received was the TD necklace that had the big sunburst. What was strange was that the plastic packaging had the style number for the starburst necklace that I actually wanted (shown online) The reason I knew this was because I was very into the Tony Duquette jewelry when it first came out a couple years back so I had written down the style numbers of what I liked (and in fact I already had the sunburst necklace purchased when it was at FP oline), needless to say I don't want two of the same thing, so I just recently returned it, and included pictures to show what the differences were, so we'll see what they say. Either they changed the style number when they advertised it on the FOS site, or else someone put the wrong necklace in the wrong plastic baggie...
• I also just recently had an issue with a FP website order, where the package was totally crushed, and I could see that UPS just retaped the heck out of it as you mentioned above. When I looked inside, only 1 of the 6 items I ordered was in there. I immediately called Coach CS (assuming that someone at UPS had helped themselves to the missing items), but the rep. said that she checked the weight of the box, and could see it was too light, so I guess it was just that they forgot the other items (6 items is a lot to forget though!). They reshipped the missing items overnight, so it all ended out well.

Overall, I'm really unimpressed with UPS; I['ve received so many crushed boxes since Coach switched over from FEDEX.

As long as Coach keeps shipping things in boxes that are much too large, the boxes are going to get crushed regardless of what carrier they use. And as long as they keep closing the box up with one piece of tape along the seam, the boxes are going to get untaped when the top gets pushed in. I received a single keyring in this box:

http://forum.purseblog.com/coach-sh...-sale-discussion-805952-572.html#post24946303

If that box had gotten crushed, it doesn't take a big gap in the tape for a keyring to fall out.

 

[NutsAboutCoach]

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.

That's interesting that yours is shipping 3 Day Select. Mine always come 2nd Day Air, and that's with the standard shipping option. Usually, from the day I get the shipping notice, it's two days later that I get the package. But it's only going from Florida to Louisiana, so that's going to be a lot quicker than going to another part of the country.

Maybe you can try calling UPS or JAX? Although any time I've called UPS to check a shipment, all they do is look at the same screen I do. Duh, not much help there. But it might be worth a shot.

 

[Suzanne B.]

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.

That must be a thing related to all coachie husbands because mine does that too....along with sometimes shaking his head.

Does anyone else's like to make a remark about something to do with Christmas time? :giggles:

 

[NutsAboutCoach]

That must be a thing related to all coachie husbands because mine does that too....along with sometimes shaking his head.

Does anyone else's like to make a remark about something to do with Christmas time? :giggles:

LOL, mine doesn't say anything because I know how much he spends on his hunting club dues, guns, rifles, ammo, deer stands, hunting clothes and boots.....the list goes on.

My Coach bags are nothing compared to what he has invested in all of that.

 

[whateve]

That's interesting that yours is shipping 3 Day Select. Mine always come 2nd Day Air, and that's with the standard shipping option. Usually, from the day I get the shipping notice, it's two days later that I get the package. But it's only going from Florida to Louisiana, so that's going to be a lot quicker than going to another part of the country.

Maybe you can try calling UPS or JAX? Although any time I've called UPS to check a shipment, all they do is look at the same screen I do. Duh, not much help there. But it might be worth a shot.

I'm jealous that you get 2nd Day Air. Other people who order with PCE get overnight shipping, but I get 3 Day Select.
The shipping status has been updated. First message says: The address label is missing or illegible. / The address has been corrected. The delivery has been rescheduled.
The second message says: An exception in the sorting process has occurred. UPS has taken corrective action.
Now it is scheduled to be delivered today, but it still hasn't reached my town yet. I wonder if UPS claims the address label was illegible every time they miss a deadline.

 

[NutsAboutCoach]

I'm jealous that you get 2nd Day Air. Other people who order with PCE get overnight shipping, but I get 3 Day Select.
The shipping status has been updated. First message says: The address label is missing or illegible. / The address has been corrected. The delivery has been rescheduled.
The second message says: An exception in the sorting process has occurred. UPS has taken corrective action.
Now it is scheduled to be delivered today, but it still hasn't reached my town yet. I wonder if UPS claims the address label was illegible every time they miss a deadline.

You knowwhat? I need to correct myself - I misspoke. I'll have to look at receipts when I get home, but I do believe it is just UPS Ground, but because it's Florida to Louisiana, it only takes 2 days.

Sorry, i'ts been a LONG week and my brain hurts, lol.

But the illegible address label is a new one on me. Maybe it will get to you today after all. Fingers crossed.....

 

[whateve]

You knowwhat? I need to correct myself - I misspoke. I'll have to look at receipts when I get home, but I do believe it is just UPS Ground, but because it's Florida to Louisiana, it only takes 2 days.

Sorry, i'ts been a LONG week and my brain hurts, lol.

But the illegible address label is a new one on me. Maybe it will get to you today after all. Fingers crossed.....

I don't know. Last location is still southern California, and I'm in northern California. I thought they had to have it on the truck in the morning in order to deliver it that day.

 

[lacey_stiletto]

That must be a thing related to all coachie husbands because mine does that too....along with sometimes shaking his head.

Does anyone else's like to make a remark about something to do with Christmas time? :giggles:

My hubby never complains. On fact, there have been plenty of times I debated between two and he said to get both. Once, I fell asleep on the way back home from a shopping trip and when I woke up we were at ANOTHER outlet where they had a bag he knew I REALLY wanted.

We always consult each other over any purchase over $100 so we don't have any resentment over the budget. I don't get everything I'd like and neither does he but we're both happy about it.

 

[whateve]

My hubby never complains. On fact, there have been plenty of times I debated between two and he said to get both. Once, I fell asleep on the way back home from a shopping trip and when I woke up we were at ANOTHER outlet where they had a bag he knew I REALLY wanted.

We always consult each other over any purchase over $100 so we don't have any resentment over the budget. I don't get everything I'd like and neither does he but we're both happy about it.

That's so nice. My hubby has one pair of shoes and one pair of jeans. He can't understand why I need multiples of anything. He doesn't care about bargains and he hates to shop. If he has to shop, he'll buy the first thing he sees even if it is overpriced and not exactly what he wants.

Half of the time he says "where is all the money going?" and the other half of the time he says "what good is money if we don't spend it?"

 

[lacey_stiletto]

That's so nice. My hubby has one pair of shoes and one pair of jeans. He can't understand why I need multiples of anything. He doesn't care about bargains and he hates to shop. If he has to shop, he'll buy the first thing he sees even if it is overpriced and not exactly what he wants.

Half of the time he says "where is all the money going?" and the other half of the time he says "what good is money if we don't spend it?"

LOL my hubby definitely does not spend money on his appearance! I have to drag him to a shop once a year and deck him out. It's quite weird, really, because he has an excellent eye for women's fashions and always always picks out the best outfit for me. He once bought me an outfit for a holiday party while I was at work, got the size and colour right, perfectly, as a surprise, and the style was something I wouldn't have thought of but it was great.

Good hubby I think I'll keep this one!

 

[whateve]

LOL my hubby definitely does not spend money on his appearance! I have to drag him to a shop once a year and deck him out. It's quite weird, really, because he has an excellent eye for women's fashions and always always picks out the best outfit for me. He once bought me an outfit for a holiday party while I was at work, got the size and colour right, perfectly, as a surprise, and the style was something I wouldn't have thought of but it was great.

Good hubby I think I'll keep this one!

He sounds like a keeper!
When I was nine, my father bought me an outfit from a golf pro shop for Christmas. Not only was it too big, but it was for someone 40 years older! The men in my family have no clue about fashion!

 

[Suzanne B.]

LOL, mine doesn't say anything because I know how much he spends on his hunting club dues, guns, rifles, ammo, deer stands, hunting clothes and boots.....the list goes on.

My Coach bags are nothing compared to what he has invested in all of that.

Mine has all that but the club dues, he has his own camp plus a couple of leases..... plus all the fishing 'requirements'!

He's just picking at me, not being mean. We have a super nice ups guy and they both love to pick at me when I get a ups package......oh, it must be Christmas again!

 

[Suzanne B.]

My hubby never complains. On fact, there have been plenty of times I debated between two and he said to get both. Once, I fell asleep on the way back home from a shopping trip and when I woke up we were at ANOTHER outlet where they had a bag he knew I REALLY wanted.

We always consult each other over any purchase over $100 so we don't have any resentment over the budget. I don't get everything I'd like and neither does he but we're both happy about it.

He's not complaining, just teasing. Though I will say I'm not so sure he would be as totally accommodating / enabling as your hubby.....I can go buy them, just don't expect him to go with me.

 

[NutsAboutCoach]

LOL my hubby definitely does not spend money on his appearance! I have to drag him to a shop once a year and deck him out. It's quite weird, really, because he has an excellent eye for women's fashions and always always picks out the best outfit for me. He once bought me an outfit for a holiday party while I was at work, got the size and colour right, perfectly, as a surprise, and the style was something I wouldn't have thought of but it was great.

Good hubby I think I'll keep this one!

How very cool! Most guys I know don't have a bit of fashion sense.