Coach resorting to bait and switch

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M

Missaggie

Decade Club
Mar 5, 2013
125
118
#1
I received my usual customer appreciation or event card in the mail. I noticed that there was "*some exclusions apply" printed on the card. As I searched on- line for what these exclusions were, it became clear that I was going to have to call customer service. So I did.

I asked what the exclusions were so I would know what they were before I came in a store or tried to purchase on-line. I was informed that I wouldn't be able to find out until I actually tried to make a purchase. This to me is just a ploy to either get a customer in the store and interested in an item so that they will go ahead and purchase it anyway without the discount if it's an excluded item. Or by the time it's entered and in final stage of ordering the customer will order even without the discount. I dislike the idea of being tricked. Coach has lost me as a customer.
 
#3
When I went to the store, they just told me what was in and what was out. It wasn't a big deal.

I loved the oxblood/pink Swagger 20 - but it was not in the sale. Love to find one on a discount sometime. It was very, very cute (though not that practical).
 
#4
I don't find it a problem either, since I am interested in checking out their new collection; but if what I want is excluded from the discount, then I just wouldn't buy, no matter how much the associates want to make a sale.
 
#5
TheNerdyGirly said:
If I remember correctly they tried to do that with he Bouroughs when they first came out. They were excluded from any PCEs and now they are outlet regulars.
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Even before that with the Phoebe's when those originally came out. Since that time they basically exclude the current new/hot bags. In the PCE thread, someone already listed all of the style numbers that are excluded. The customer service rep they got gave them the whole list.
 
#6
I wouldn't characterize it as a bait and switch...but I certainly do find it irritating! ;)

The item I wanted was on sale at Macy's so no big deal. If I had wanted to swing by the boutique they would have price matched Macy's but why bother with all that when I can just walk into Macy's and pick up what I want no questions asked?

It's definitely a missed revenue opportunity for Coach boutiques though!
 
#8
Coach needs to really figure out their retail pricing. They confuse their customers by doing what the OP said.......people like simple and Coach pricing and game playing is anything but that!

Don't get me wrong, I love Coach (bought a bag today in fact) but I dislike having to jump through hoops to do so.
 
#9
I think you got a weird customer service rep (that happens fairly often). My SA told me what was excluded when I asked, and we were just chatting on the phone, no visit necessary. Someone else got a rep that just gave them the list.

I agree that it IS odd for Coach to exclude some of these new items when you can just hop over to Macy's or L&T and get a discount. I don't get their strategy with that. Is it Preferred Customer because they Prefer their Customers go elsewhere? :laugh:
 
#10
stardustgirl said:
I think you got a weird customer service rep (that happens fairly often). My SA told me what was excluded when I asked, and we were just chatting on the phone, no visit necessary. Someone else got a rep that just gave them the list.

I agree that it IS odd for Coach to exclude some of these new items when you can just hop over to Macy's or L&T and get a discount. I don't get their strategy with that. Is it Preferred Customer because they Prefer their Customers go elsewhere? :laugh:
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"Is it Preferred Customer because they prefer their customers go elsewhere?":tup:

Good one!
 
#11
stardustgirl said:
I think you got a weird customer service rep (that happens fairly often). My SA told me what was excluded when I asked, and we were just chatting on the phone, no visit necessary. Someone else got a rep that just gave them the list.

I agree that it IS odd for Coach to exclude some of these new items when you can just hop over to Macy's or L&T and get a discount. I don't get their strategy with that. Is it Preferred Customer because they Prefer their Customers go elsewhere? :laugh:
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I agree with this, I think you got a newb on the phone. Also, what time of day was it? After 11pm EST-8am EST is a non-Coach call center that does only orders, and they don't know much at all. Coach chat should also know what is excluded, as well as entering the promo code in checkout will let you know if it is allowed or not too.
 
#12
The customer rep I had on the phone told me that so many items were excluded that they couldn't tell me exactly what was. She said I had to go to the boutique or tell her what I was interested in and she would tell me if was excluded or not. I simply wanted to know what was included on the promo before I made a decision. She said no way.
 
#14
Missaggie said:
The customer rep I had on the phone told me that so many items were excluded that they couldn't tell me exactly what was. She said I had to go to the boutique or tell her what I was interested in and she would tell me if was excluded or not. I simply wanted to know what was included on the promo before I made a decision. She said no way.
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It sounds like she didn't want to go through the entire list. If you had asked about a particular item, it sounds like she would have been able to tell you.

I already know what is and isn't included because of the forum.
 
#15
I guess my point is why not say exactly what is and isn't included? I don't understand why I have to search for the answer. But I guess that's just me. I want to know up front. There is a reason why this is not readily available. What is it?
 
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