Oh my! Rexy and Carriage Rogue 38 is almost sold outttttt. 9 of orange and 1 burgundy!!
I might not get my hands on one this time!
I might not get my hands on one this time!
Coach Fall 2017 Thread!
- Thread starter faintlymacabre
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Thanks, you guys are sweet. Do you think I should write a letter to corporate? I don't know if I'm expecting too much or being sensitive or something, but I don't consider myself a high-maintenance customer - I'm the kind of person who tries to put back clothes and bags exactly where I found them after trying them on to be helpful to SAs. I don't like to make problems or bother SAs. Here's the long story if anyone wants to weigh in:
First, the backstory about my outlet which definitely contributes to my dissatisfaction. The closest Coach to me is an outlet store only a few minutes away and the next closest is a better outlet (with more items and better SAs which is a little over an hour's drive away). I tend to stop by the one near my house often because it's on the way to everything but a lot of the SAs there act really condescending and passive aggressive to me, without any apparent reason. There are a few really nice ones but they work during the busy weekends and aren't the managers. For example, if I stop by a few times in a week someone will greet me by rolling their eyes and saying 'wow, it's like you live at this store!' or 'you need to stop spending so much money'. I even had someone I see working there a lot roll her eyes and say "wow, you're back?" as if I came back to rob the place. If I ask for a shoe size, sometimes they will let out a really deep sigh and say 'I guess I can look but don't expect us to have extra sizes' - I once even saw an SA say she would check but she just put the shoe on the counter in the backroom and start looking at her phone while pretending to check. They also often put signs in front of the wrong items or in the wrong bins and then act really annoyed when I ask why the price didn't scan correctly (even if I double checked with an SA about whether the item was in the right place, if something seems off). I never really have been treated in a hostile manner at any other store, in fact, SAs are usually happy when you come back and even chat you up. I assumed maybe the Coach people just didn't like me as a person or something about me but then I started to wonder if they even liked the very brand they work for. One SA remarked that she was selling her designer bag on ebay so she can buy a new bag she liked, and when I said 'oh nice, are you looking to get a new 1941 rogue?' she scoffed and said 'no, I would want to buy a real bag'. Wow.
So needless to say, that shopping experience is never fun but I get what I need and I live with it. When I want to see more items or friendlier SAs I drive a little further. As you said, big barrels are bound to have some bad apples. I continued to buy at Coach and even started paying full price for some items online and through JAX (which I never ever do, but I think Coach items are worth it and are reasonably priced a lot of the time). I recently ordered some stuff from the space collection and some rexy stuff that they had a few units of in JAX. I also called them about a bag and dress I've been eyeing but they said they didn't have any in the warehouse and maybe the outlet could order them for me. Luckily the outlet had them in stock and I went down to my fun outlet and had them order the few items. It was supposed to come from 2 different other outlets.
Yesterday the items finally came and I was really taken aback. The box with the dress wasn't closed or taped (not even an indication of someone trying to tape it shut and it falling off) and was half-way open. It was just thrown in there on a plastic hanger looking kinda sad. The postman even remarked that it was poorly packed and I said it clearly wasn't his (or UPS' fault). The bag was even more disrespected: picture this, a lil dinky in a 2 foot tall box throw face down (embroidered side down) without a box or any bag or wrapping on top of a little bit of packing paper. I can only imagine how badly it must have shaken during its journey - the box was pretty beat up and I imagine the bag was on a wild and shaky ride. It looks dented and wrinkled, but maybe it can be fixed.
I have to admit I was disappointed that two different outlets sent the items in that way. But I do realize they're 'just' outlets, I didn't expect fancy gift wrapping or original dust bags - just for the items to come in a respectable condition where you could be happy about getting a new item. I wrote to Coach about it and explained the situation in a very respectful way. I asked them if they had suggestions for replacements and I said that I wanted to share that there is perhaps a quality control issue with outlet sends. They wrote back with one line saying to go to an outlet and return and not to forget my receipt when I go. I replied that I still wanted those style number items and that my outlet made me feel really uncomfortable about returning stuff, and perhaps they could see if there were items somewhere they could exchange. They then informed me that "We are pleased to offer great savings during our Coach Outlet Sales events[...] we do not offer cloth storage bags, gift boxes or prepaid UPS labels with Coach Outlet purchases" and that if I wanted good packaging I should get "new handbag collections purchased through Coach retail". I do, though, get new handbags as my order history would have told them. And should other customers be treated poorly because they didn't pay full price? Nothing shameful about wanting a discount or an item that is long gone from retail. I got brushed off and made to feel like I'm not a valued customer. No one apologized except for a generic 'sorry you weren't satisfied with your purchase' and no mention of trying to figure out what happened, or how to get a replacement. I offered to send them pictures and more details but they weren't interested at all. I guess I have to go deal with the SAs at my outlet and explain what happened and deal with some eye-rolls. Part of me just wants to send back everything that is supposed to come in next week from retail - for which I did pay full price for- and to just stop buying stuff from Coach.
Maybe it seems silly to some of you, but I'm sure we've all ordered items and looked for the UPS trucks through our windows. We've even obsessively checked the tracking info days in advance. Getting new stuff is always exciting, and when something goes wrong on the other end, you want to be told 'wow, we don't want this experience to happen and we're very sorry. We will try to make sure it doesn't happen to the next person, and we'll do everything we can to rectify the situation.' I could write to corporate but I'm not sure they would care.
What do you guys think? Sorry for the monologue.
First, the backstory about my outlet which definitely contributes to my dissatisfaction. The closest Coach to me is an outlet store only a few minutes away and the next closest is a better outlet (with more items and better SAs which is a little over an hour's drive away). I tend to stop by the one near my house often because it's on the way to everything but a lot of the SAs there act really condescending and passive aggressive to me, without any apparent reason. There are a few really nice ones but they work during the busy weekends and aren't the managers. For example, if I stop by a few times in a week someone will greet me by rolling their eyes and saying 'wow, it's like you live at this store!' or 'you need to stop spending so much money'. I even had someone I see working there a lot roll her eyes and say "wow, you're back?" as if I came back to rob the place. If I ask for a shoe size, sometimes they will let out a really deep sigh and say 'I guess I can look but don't expect us to have extra sizes' - I once even saw an SA say she would check but she just put the shoe on the counter in the backroom and start looking at her phone while pretending to check. They also often put signs in front of the wrong items or in the wrong bins and then act really annoyed when I ask why the price didn't scan correctly (even if I double checked with an SA about whether the item was in the right place, if something seems off). I never really have been treated in a hostile manner at any other store, in fact, SAs are usually happy when you come back and even chat you up. I assumed maybe the Coach people just didn't like me as a person or something about me but then I started to wonder if they even liked the very brand they work for. One SA remarked that she was selling her designer bag on ebay so she can buy a new bag she liked, and when I said 'oh nice, are you looking to get a new 1941 rogue?' she scoffed and said 'no, I would want to buy a real bag'. Wow.
So needless to say, that shopping experience is never fun but I get what I need and I live with it. When I want to see more items or friendlier SAs I drive a little further. As you said, big barrels are bound to have some bad apples. I continued to buy at Coach and even started paying full price for some items online and through JAX (which I never ever do, but I think Coach items are worth it and are reasonably priced a lot of the time). I recently ordered some stuff from the space collection and some rexy stuff that they had a few units of in JAX. I also called them about a bag and dress I've been eyeing but they said they didn't have any in the warehouse and maybe the outlet could order them for me. Luckily the outlet had them in stock and I went down to my fun outlet and had them order the few items. It was supposed to come from 2 different other outlets.
Yesterday the items finally came and I was really taken aback. The box with the dress wasn't closed or taped (not even an indication of someone trying to tape it shut and it falling off) and was half-way open. It was just thrown in there on a plastic hanger looking kinda sad. The postman even remarked that it was poorly packed and I said it clearly wasn't his (or UPS' fault). The bag was even more disrespected: picture this, a lil dinky in a 2 foot tall box throw face down (embroidered side down) without a box or any bag or wrapping on top of a little bit of packing paper. I can only imagine how badly it must have shaken during its journey - the box was pretty beat up and I imagine the bag was on a wild and shaky ride. It looks dented and wrinkled, but maybe it can be fixed.
I have to admit I was disappointed that two different outlets sent the items in that way. But I do realize they're 'just' outlets, I didn't expect fancy gift wrapping or original dust bags - just for the items to come in a respectable condition where you could be happy about getting a new item. I wrote to Coach about it and explained the situation in a very respectful way. I asked them if they had suggestions for replacements and I said that I wanted to share that there is perhaps a quality control issue with outlet sends. They wrote back with one line saying to go to an outlet and return and not to forget my receipt when I go. I replied that I still wanted those style number items and that my outlet made me feel really uncomfortable about returning stuff, and perhaps they could see if there were items somewhere they could exchange. They then informed me that "We are pleased to offer great savings during our Coach Outlet Sales events[...] we do not offer cloth storage bags, gift boxes or prepaid UPS labels with Coach Outlet purchases" and that if I wanted good packaging I should get "new handbag collections purchased through Coach retail". I do, though, get new handbags as my order history would have told them. And should other customers be treated poorly because they didn't pay full price? Nothing shameful about wanting a discount or an item that is long gone from retail. I got brushed off and made to feel like I'm not a valued customer. No one apologized except for a generic 'sorry you weren't satisfied with your purchase' and no mention of trying to figure out what happened, or how to get a replacement. I offered to send them pictures and more details but they weren't interested at all. I guess I have to go deal with the SAs at my outlet and explain what happened and deal with some eye-rolls. Part of me just wants to send back everything that is supposed to come in next week from retail - for which I did pay full price for- and to just stop buying stuff from Coach.
Maybe it seems silly to some of you, but I'm sure we've all ordered items and looked for the UPS trucks through our windows. We've even obsessively checked the tracking info days in advance. Getting new stuff is always exciting, and when something goes wrong on the other end, you want to be told 'wow, we don't want this experience to happen and we're very sorry. We will try to make sure it doesn't happen to the next person, and we'll do everything we can to rectify the situation.' I could write to corporate but I'm not sure they would care.
What do you guys think? Sorry for the monologue.
You won't! I've resigned myself to not buying it (too pricey), several weeks ago, so I've been watching the numbers decline, day by day. Frankly, I'm surprised there are ANY left at this point!
I am sorry for whatever happened. Bad customer service should never go unknown to said person's manager! The cs rep stands for the entire company and I guarantee her/his boss would not take it lightly.I feel as though all the excitement about the 2017 collection and any future Coach collections have been drained out of me and the empty space has been filled with disappointment and anger at Coach. It wasn't bad enough my local outlet has always had SAs who make me feel bad about going in to shop, despite me never saying or doing anything rude or inconsiderate. Now, the retail customer service representatives just managed to insult and dismiss me over a very valid complaint. This probably isn't the place for my rant, I apologize, but I'm really upset and as much as I love Coach items I don't know if I can continue to support a company that doesn't value me at all
First, you did nothing wrong and there is NO reason for you to be treated that way. I assume your outlet is just badly managed. That type of behavior starts from the top down. My outlet is really nice to me and I never buy there now that deletes are not really going to the outlets.
I would write a letter to coach and explain you love the brand and love the brand experince, but you have recently had some experinces that were disappointing and you want to inform them, so they can address the issues and you can continue to have the exceptional experince that Coach is known for.
I suspect they will do something nice for you. But more importantly, they will fix the problem and you will have the brand experince that you want to have and Coach wants you to have.
I find that Coach takes better care of me than my spend justifies. And my sales manager knows I only buy one or two bags a year, and she knows I buy bags on eBay too to save money (damn those Rogues are expensive, but there steals and deals to be had on eBay).
Write a letter. I wrote one letter to Coach once and they took amazing care of me and sent me a $500 gift card - and I really don't buy a ton of bags.
They will take care of you and you should be taken care of. You like the brand and are loyal. That is huge!
I used to have 15 customer service reps that reported to me. If a complaint via phone call, letter....however ....made it to my desk, the customer got exactly what they asked for and an apology. The cs rep got to have a come to Jesus meeting with me. I would call the outlet or cs again, if you don't get respect and your issue resolved you ask their name again, write it down, and then ask to speak to their manager. If that manager doesn't resolve and apologize, you ask for their manager! You are helping pay their wages, if they don't like their jobs or cannot do their job they shouldn't be there. A bad cs rep can turn away customers fast, and that's the last thing any Coach manager wants to see.
At my outlet, the manager is actually the meanest one! I only know she's the manager because the other SAs always ask her questions they don't know the answers to. She never smiles or makes eye contact and is very terse and impolite. I have never complained to anyone at the store about bad service or their behavior. If they make a rude comment I usually just smile and uncomfortably look away. I'm afraid if I call them or complain that they will be even more mean to me and I won't be able to shop at the outlet at all out of embarrassment I don't want to get people in trouble and I'm not looking for any gifts, I just want to be valued and to feel comfortable shopping at a store / know I can contact customer service and get the appropriate amount of help. Shopping should be enjoyable, but I feel anxious as I open the door to my outlet.
I don't want to get people in trouble and I'm not looking for any gifts, I just want to be valued and to feel comfortable shopping at a store / know I can contact customer service and get the appropriate amount of help. Shopping should be enjoyable, but I feel anxious as I open the door to my outlet.
I agree! @okdot If you feel more comfortable, you can also call your "fun" outlet and ask them for the manager's name at the bad outlet or the district manager's name. If the fun outlet is only an hour away, they may share the same district manager.
I have noticed a lot of turnover at my outlet and the new SA's are not very CS oriented, I see the same of the eye rolling and the standing around talking instead of helping customers. I did comment this to the SA I deal with and she agreed with me so maybe it's a growing problem with their training or lack of. Either way, customers should not be treated bad!
Email or call or write Coach, tell them your experience. Honestly, I would. If she is nasty to you, she's nasty to other people too and has no business being in that position.At my outlet, the manager is actually the meanest one! I only know she's the manager because the other SAs always ask her questions they don't know the answers to. She never smiles or makes eye contact and is very terse and impolite. I have never complained to anyone at the store about bad service or their behavior. If they make a rude comment I usually just smile and uncomfortably look away. I'm afraid if I call them or complain that they will be even more mean to me and I won't be able to shop at the outlet at all out of embarrassment
At my outlet, the manager is actually the meanest one! I only know she's the manager because the other SAs always ask her questions they don't know the answers to. She never smiles or makes eye contact and is very terse and impolite. I have never complained to anyone at the store about bad service or their behavior. If they make a rude comment I usually just smile and uncomfortably look away. I'm afraid if I call them or complain that they will be even more mean to me and I won't be able to shop at the outlet at all out of embarrassment
That is my point, it starts from the top down. Coach will want to fix this issue AND take care of you. If they don't know it's a problem, they can't solve it. You need to go to the next level up at Coach. I would write a letter. Coach wants to solve these problems and don't want you to be upset.
I was suprised at how much Coach went out of their way to take care of me when I wrote a letter.
Just write the CEO of the company His name is Victor Luis. I called customer service and asked for his address. They gave me an address in Jacksonvile to write him and attention to some VP whose whole job it is to solve customer problems. It was awesome. Her job is to make us all happy if we have a problem. She has the power to solve problems and do nice things.
Where would I address the letter to? Should I mail one or e-mail it? I've never done anything like that before, but my experience over the past year there + this recent incident has really upset me enough to take the time to do this.
I added to my post on what to above, so I think our posts crossed.
Anyway, here it is again (my bad for not including the first time)
Just write the CEO of the company His name is Victor Luis. I called customer service and asked for his address. They gave me an address in Jacksonvile to write him and attention to some VP whose whole job it is to solve customer problems. It was awesome. Her job is to make us all happy if we have a problem. She has the power to solve problems and do nice things
I looked for my letter to share with you and I could not find it on my computer. I think the one thing I did which got me extra special attention is I played up my love of the brand - which I do -but I hammed it up with personal stories. How my mother and grandmother both bought Coach and now that they are both gone, my sister and I still both love Coach and give each other Coach on our big birthdays. All of it is true, and I wrote in a way that it was not sappy or over the top, but it showed a big love of the brand and I'm been loyal for a long time.
Good luck.
Thank you for the info. I'll write them a letter and let them take it from there if they choose to. I do love Coach a lot, so I'll just tell them what I told you guys, and I hope they can use it to improve their company. I'll update you all if they respond with anything.
Reading above, I'm shocked that some SA's can be that rude! Everyone at my local store is so kind even if I've never bought from them. I ended up going in to look and completely forgot about my pouch and ended up going back in to the SA's saying they thought that was me but they weren't sure as my usual SA wasn't in.
While there, I saw the turquoise rogue 25 and I personally like the colour, however I wish it came without the embellishments. I had the rogue 17 on my wishlist but it's so small I can't even fit my galaxy s7 in it. I'm going to have another look at it because it's so adorable and a very cute crossbody.
While there, I saw the turquoise rogue 25 and I personally like the colour, however I wish it came without the embellishments. I had the rogue 17 on my wishlist but it's so small I can't even fit my galaxy s7 in it. I'm going to have another look at it because it's so adorable and a very cute crossbody.
I have an S8 and it fits into my Rogue 17, but I put it in the zippered compartment. Are you trying to put your phone in the outside slip pockets?