A cobbler is probably your best bet for leather repair. Katev has had good luck having a cobbler do work on her straps and cheaper than the fee it costs to mail things to Coach. I do however, think Coach should be able to fix it. Depends on the bag and what's exactly wrong with it I suppose. Did you call their headquarters directly or ask a local SA at a Coach store? Any mild soap works for most rehabs. I also say wash a red bag at your own risk, because I've had a couple that only bled a minimal amount of dye and did fine, and a couple that just did not look great after the fact....(uneven dye loss in places.). Others on here have had success with it. I will only wash red now if it's just so dirty and stained that I have nothing to lose. I start with Lexol cleaning wipes (or their cleaning solution with a sponge), and then progress from there. Good luck. Post photos if you want us to see specifics- then we can give better advice.