Coach Repair Problem

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#46
I have never sent a bag back before, but I have a couple of thoughts on this. 1) "unable to repair to coach standard means they can't/won't fix it. Period. 2) Getting a 40% off coupon on a 5 year old bag is good customer service, I would be pleased with that. 3)As another poster said, take it to a leather repair shop and get an opinion on if it can be fixed, and how much it will cost. I don't feel coach is responsible for a bag that I'm assuming you have carried for 5 years.....I'm assuming it hasn't been sitting on a shelf all these years and this sounds like normal wear and tear.......I could be wrong about that of course, stranger things have happened :)
 
#47
SophieChic said:
I have never sent a bag back before, but I have a couple of thoughts on this. 1) "unable to repair to coach standard means they can't/won't fix it. Period. 2) Getting a 40% off coupon on a 5 year old bag is good customer service, I would be pleased with that. 3)As another poster said, take it to a leather repair shop and get an opinion on if it can be fixed, and how much it will cost. I don't feel coach is responsible for a bag that I'm assuming you have carried for 5 years.....I'm assuming it hasn't been sitting on a shelf all these years and this sounds like normal wear and tear.......I could be wrong about that of course, stranger things have happened :)
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This!!!!
 
#48
"Lifetime" used to mean LIFETIME. I used to send my bags away for repair that needed piping replaced or restitching, most of them 10-20 years old. My bags would come back looking like new. Not once did they return a bag to me that was deemed as unrepairable. That's when their bags were made to last. Now, they won't even touch them. I agree, that they need to be more clear about what "lifetime" means. I am very gentle on my bags and rotate them frequently, so to me, lifetime means as long as I'm alive! It sounds to me like they've changed their own definition of lifetime. It's a bit open for misinterpretation, isn't it?
 
#49
Jijaho said:
"Lifetime" used to mean LIFETIME. I used to send my bags away for repair that needed piping replaced or restitching, most of them 10-20 years old. My bags would come back looking like new. Not once did they return a bag to me that was deemed as unrepairable. That's when their bags were made to last. Now, they won't even touch them. I agree, that they need to be more clear about what "lifetime" means. I am very gentle on my bags and rotate them frequently, so to me, lifetime means as long as I'm alive! It sounds to me like they've changed their own definition of lifetime. It's a bit open for misinterpretation, isn't it?
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I remember those days and the bags were all made in the U.S.A. Actually, I remember when you registered your "creed or serial no." or at least I think I remember it being that way.
 
#50
kdennis said:
I remember those days and the bags were all made in the U.S.A. Actually, I remember when you registered your "creed or serial no." or at least I think I remember it being that way.
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Yeah, those were the days! :cloud9:I've only bought one Coach bag since they started producing in China. I have worn it for more than 5 years, so it has exceeded Coach's new definition of "lifetime". But it's just not the same quality (and again, I'm very gentle on my bags). I told my family not to bother buying me any more Coach unless it's vintage. But I think all vintage items were made to last, weren't they? I guess it cuts into profit margins too much to make good, solid bags in the U.S. and repair them for a lifetime for free. But with prices increasing and quality decreasing, it's no longer the brand for me.
 
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#51
Jijaho said:
"Lifetime" used to mean LIFETIME. I used to send my bags away for repair that needed piping replaced or restitching, most of them 10-20 years old. My bags would come back looking like new. Not once did they return a bag to me that was deemed as unrepairable. That's when their bags were made to last. Now, they won't even touch them. I agree, that they need to be more clear about what "lifetime" means. I am very gentle on my bags and rotate them frequently, so to me, lifetime means as long as I'm alive! It sounds to me like they've changed their own definition of lifetime. It's a bit open for misinterpretation, isn't it?
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I was told that they can't repair bags that require materials that they no longer use. I have a sequin backpack that needs repair. The button fell off and the little loop that holds the hangtags broke. I think they can reattach the button but I was told by one SA that they can't repair the loop because they don't have that color leather anymore. In the old days, Coach didn't change their leather colors very often so they had the materials available. Now that all the bags are made in China, I wonder where they repair them and where they get the materials needed for the repair.

I was also told that hardware is guaranteed forever so they would replace a broken zipper.

Does anyone know of another brand that has a better repair policy?
 
#52
whateve said:
I was told that they can't repair bags that require materials that they no longer use. I have a sequin backpack that needs repair. The button fell off and the little loop that holds the hangtags broke. I think they can reattach the button but I was told by one SA that they can't repair the loop because they don't have that color leather anymore. In the old days, Coach didn't change their leather colors very often so they had the materials available. Now that all the bags are made in China, I wonder where they repair them and where they get the materials needed for the repair.

I was also told that hardware is guaranteed forever so they would replace a broken zipper.

Does anyone know of another brand that has a better repair policy?
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I can understand if they cannot repair a bag which requires special materials, but classic black or brown leather should be readily available and easy to repair. If they can't repair something this simple, I'm guessing they are backing away from repairs altogether. At least, this is my impression. Every recent repair request that I've made has been a very easy fix, and yet all were rejected. As far as I'm concerned, based upon my recent experience, Coach no longer does repairs. It seems that they are pushing the 40% off vouchers to sell new bags in their boutiques instead. Thanks, but no thanks.

Gucci will take back bags for repair, REGARDLESS of the age of the bag. As long as it is authentic and unaltered (original Gucci), they will fix it FOREVER!!!
 
#54
if the bag is not repairable and they return the bag back to you, they will issue a 40% off coupon for a future purchase. if it is not repairable and they do NOT return the bag to you, then they will issue a merchandise credit for the full retail value of the bag (or whatever you paid for it). they CAN do refunds on the $20 shipping fee but usually only if your bag was purchased a year ago or less, or if you make a big fuss and ask to not pay the fee.
 
#55
Jijaho said:
I can understand if they cannot repair a bag which requires special materials, but classic black or brown leather should be readily available and easy to repair. If they can't repair something this simple, I'm guessing they are backing away from repairs altogether. At least, this is my impression. Every recent repair request that I've made has been a very easy fix, and yet all were rejected. As far as I'm concerned, based upon my recent experience, Coach no longer does repairs. It seems that they are pushing the 40% off vouchers to sell new bags in their boutiques instead. Thanks, but no thanks.

Gucci will take back bags for repair, REGARDLESS of the age of the bag. As long as it is authentic and unaltered (original Gucci), they will fix it FOREVER!!!
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Just wondering how many repairs have you requested? I have a ton of bags and only one has ever needed a repair which was done quickly and free of charge. I change my bags daily but I don't pamper them at all.
 
#56
They still fix briefcases now and then. I sent one in last year and they fixed it. Had to ship it in twice. The second time I put big stickies on it pointing out the tear.
 
#57
Jijaho said:
I can understand if they cannot repair a bag which requires special materials, but classic black or brown leather should be readily available and easy to repair. If they can't repair something this simple, I'm guessing they are backing away from repairs altogether. At least, this is my impression. Every recent repair request that I've made has been a very easy fix, and yet all were rejected. As far as I'm concerned, based upon my recent experience, Coach no longer does repairs. It seems that they are pushing the 40% off vouchers to sell new bags in their boutiques instead. Thanks, but no thanks.

Gucci will take back bags for repair, REGARDLESS of the age of the bag. As long as it is authentic and unaltered (original Gucci), they will fix it FOREVER!!!
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will they repair for free? (minus shipping) I have not been able to get any answers about repairing my Gucci from anywhere. And I hear the CS sucks, and that to repair stuff costs a fortune. I inherited my bag and I'm not the original owner, so I don't have paperwork, etc.
 
#58
Jijaho said:
I can understand if they cannot repair a bag which requires special materials, but classic black or brown leather should be readily available and easy to repair. If they can't repair something this simple, I'm guessing they are backing away from repairs altogether. At least, this is my impression. Every recent repair request that I've made has been a very easy fix, and yet all were rejected. As far as I'm concerned, based upon my recent experience, Coach no longer does repairs. It seems that they are pushing the 40% off vouchers to sell new bags in their boutiques instead. Thanks, but no thanks.

Gucci will take back bags for repair, REGARDLESS of the age of the bag. As long as it is authentic and unaltered (original Gucci), they will fix it FOREVER!!!
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I guess I'm a little confused. You baby your bags, you haven't bought a new Coach in over 5 years and you have made several (?) recent repair requests that have been rejected. Rejected - how? What were the issues, what was the outcome? One bag needed several repairs, several bags need repairs?

I do not baby my bags, and the only repair I've ever needed was on a used bag I bought from Ebay - which was repaired, for free and it was NOT a simple repair (a non-standard decorative turnlock.)

Sorry for the 20 Questions but just trying to get clarification. I actually DO need to take in an MFF men's wallet that the plastic window bitty cracked on!
 
#59
lacey_stiletto said:
I guess I'm a little confused. You baby your bags, you haven't bought a new Coach in over 5 years and you have made several (?) recent repair requests that have been rejected. Rejected - how? What were the issues, what was the outcome? One bag needed several repairs, several bags need repairs?

I do not baby my bags, and the only repair I've ever needed was on a used bag I bought from Ebay - which was repaired, for free and it was NOT a simple repair (a non-standard decorative turnlock.)

Sorry for the 20 Questions but just trying to get clarification. I actually DO need to take in an MFF men's wallet that the plastic window bitty cracked on!
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I've sent several bags in to be repaired - one of them came back with a 40% coupon - it was the smaller version of the legacy zip - on one side of the outside pocket the edging had come undone. I took it to a cobbler and he opened up the area - reglued it and then stitched it and charged me $5.00 - I used the 40% coupon recently to get one of the new duiffles in Berry. I think that they do not want to have to do repairs that take more than one step or that they have to spend a significant amount of time on any one item. Just my opinion.
 
#60
I love Coach, I have brought all of my vintage and newer Coach bags to Modern Leather Goods in NYC. They came highly recommended from Coach and do all sorts of repairs. I have been a satisfied customer for over 10 years. They took my chocolate brown all leather Coach bag and refinished it to look like the day I bought it. Very reasonable prices also
 
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