Coach Repair : do they return your bag if they can't fix it?

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They do now. The first bag I sent in years ago they would not return. But this question is timely. I just got off the phone with Jax after inquiring about a bag I sent in for repair in September. They said Fedex sent it back as undeliverable. I never got a notice from Fedex about a package. Jax refused to resend it stating they needed another address. I only have 1 address. Anyway, they said they will send it to a store for pickup. I asked about my letter as that was the only thing I was interested in. They said it is with the bag. Here's the thing: I don't want that bag back. It looks horrible. The straps are all fraying. It was like that soon after I bought it. I should have sent it back right away but I didn't and it just got worse. The rest of the bag is in really good condition because I didn't use it much. It was too embarrassing to carry! It looks like a fake Coach bag but it's not.
 
This is very timely for me as well. I actually sent a bag back today. It is probably 5 years old and all in all, in very good shape. However, about two years ago, the material in the rolled handles (on BOTH) broke in half inside the leather. I was still able to use the bag, but it was uncomfortable.

Any ideas as to what COACH will do in this situation???

Thanks Ladies

They do now. The first bag I sent in years ago they would not return. But this question is timely. I just got off the phone with Jax after inquiring about a bag I sent in for repair in September. They said Fedex sent it back as undeliverable. I never got a notice from Fedex about a package. Jax refused to resend it stating they needed another address. I only have 1 address. Anyway, they said they will send it to a store for pickup. I asked about my letter as that was the only thing I was interested in. They said it is with the bag. Here's the thing: I don't want that bag back. It looks horrible. The straps are all fraying. It was like that soon after I bought it. I should have sent it back right away but I didn't and it just got worse. The rest of the bag is in really good condition because I didn't use it much. It was too embarrassing to carry! It looks like a fake Coach bag but it's not.
 
They'll either send it back with a 40% discount letter or if it's less than 2 years old offer a full refund credit!

That's how I just got this beauty below!!!!!!
 
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Thanks for the info.

I sent a bag back to have the straps repaired about three weeks ago and it dawned on me that I hadn't asked about them sending the bag back if they couldn't repair it.

I want my bag back regardless, and reading some of the posts from people that said coach didn't repair their bags for what seemed to be a simple issues and I got worried.
 
I just got a letter offering the credit or to return my bag. Believe it or not, it only took a week after I sent it in!

They will send you a letter first asking what you want done. Since it is 5 years old, I'm not sure. They may just send it back with a 40% off letter.
 
I suppose Id be pretty happy with a 40% letter. Honestly, its a very classic bag, and they type I still lean toward. But, I dont use it much. So, Id love to buy something a little more fun with it!

So they contacted you and asked what you would like done?
 
Yes, the sent a letter saying they hold the bag for 30 days and to contact them if I would like the bag returned in lieu of a credit. The letter had the credit amount on it and a reference number to use the credit.

I was ecstatic!
 
The discount letter, yes you get your bag back. The full credit refund, no they keep the bag.

They give you a choice of bag + 40% off a purchase OR full purchase price credit (+ tax)