Coach resorting to bait and switch

[Jesssh]

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.

What do you want to buy? We can probably help you find a place to buy it at a good discount. Macy's, Belk and Lord & Taylor were having sales - maybe other retailers as well. I ordered ace from lord & taylor for 30% off.

I abandon online orders all the time when promo codes don't work.

Also I never buy the first time I see the bag in the store. I try it on, decide if I like it, download the pic and look at it for a couple of weeks, then wait for a discount. I also call Coach if I have a question and choose the general questions queue rather than the place an order queue. Most of the time (not all the time) I get useful information, but I'm pretty thorough about asking different questions to get enough info to make a decision.

 

[Sarah03]

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?

It sounds like you just got connected to a lazy customer service rep.

 

[whateve]

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?

I seem to remember that when Phoebe wasn't included in PCE, it said so on the PCE. I think the reason it just says exclusions apply is both because there are several items are excluded and because they wanted the flexibility to change it at the very last moment.

 

[Missaggie]

Thanks ladies for your help. I just wanted to consider what I would buy with my card before I went any further in the process. Those promos make me feel in a rush to buy something which would be silly if an item I was interested in wasn't even on the promo anyway.

 

[oldbaglover]

I have had this experience with Macy's coupons in the newspaper ad and ones I get by mail. Not all exclusions are printed on the coupon. I have gone there to buy an item in the ad thinking the coupon would apply and a sign posted by it excluded the coupon. I commented to a cashier about this and she stated I should call customer service and apologized.

 

[BagsAreMyBabies]

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?

I could kiss you for mentioning the L & T discount. I recently moved to a state where there is not one so had no idea their sale was going on. I was able to order my Shadow cross body at 30% off this morning. The Macys here are requiring the purchase of two bags in order to get the discount. Thank you so much for mentioning it. You saved me $118 plus sales tax

 

[stardustgirl]

I could kiss you for mentioning the L & T discount. I recently moved to a state where there is not one so had no idea their sale was going on. I was able to order my Shadow cross body at 30% off this morning. The Macys here are requiring the purchase of two bags in order to get the discount. Thank you so much for mentioning it. You saved me $118 plus sales tax

You're welcome. That's awesome!! Congrats on the new bag!

 

[lizmil]

I agree with the . OP. OMG, Coach makes you work so hard to give them your money.

Some people get PCE, some don't. I never do. I was told that is because I buy at the outlet. Well if Coach had a FP within a three hour drive and sent me PCE maybe I would shop there!!

Just tried to get a FP transfer that people on this board are saying is in the outlets. My outlet INSISTS it's still only in FP and won't do a charge send even if I find it because it will be outside their district. The first SA I talked to didn't even know what a charge send was. She thought I was trying to pay with a credit card and have the bag mailed. They don't do that. Well she is right that every other store I've ever bought from even, outlets mails to customers without the dumbass "go into the store for a charge send" approach. You know what Coach, I don't really NEED this bag. I don't really need any of your bags. No wonder I buy on EBay.

Incidentally I don't live closer than an hour to ANY store that sells Coach. Macy, NOPE. L&T Nope. etc.

Dumb.

 

[Sarah03]

I agree with the . OP. OMG, Coach makes you work so hard to give them your money.

Some people get PCE, some don't. I never do. I was told that is because I buy at the outlet. Well if Coach had a FP within a three hour drive and sent me PCE maybe I would shop there!!

Just tried to get a FP transfer that people on this board are saying is in the outlets. My outlet INSISTS it's still only in FP and won't do a charge send even if I find it because it will be outside their district. The first SA I talked to didn't even know what a charge send was. She thought I was trying to pay with a credit card and have the bag mailed. They don't do that. Well she is right that every other store I've ever bought from even, outlets mails to customers without the dumbass "go into the store for a charge send" approach. You know what Coach, I don't really NEED this bag. I don't really need any of your bags. No wonder I buy on EBay.

Incidentally I don't live closer than an hour to ANY store that sells Coach. Macy, NOPE. L&T Nope. etc.

Dumb.

I agree, they're so inconsistent when it comes to customer service. It's maddening. From PCEs to Feather-gate, it's understandable that people are moving on to other brands.
If you want a PCE for the FP store, I have an extra code.

 

[lizmil]

^ Thank you so much Sarah!

 

[Sarah03]

^ Thank you so much Sarah!

You're welcome!

 

[Missaggie]

Exactly! There can only be one reason these exclusions aren't stated clearly anywhere and that's because they want to get you on the hook. Every on-line retailer I buy from such as Neimans clearly states what and what is not available on their promotions. I don't want to have to make a call or take a trip to a store to find this out. And how many of us have tried to purchase something with a coupon only to find our purchase doesn't qualify at the time of payment? Maddening!!! Thanks for listening. I'll stop now[emoji3]

 

[whateve]

Exactly! There can only be one reason these exclusions aren't stated clearly anywhere and that's because they want to get you on the hook. Every on-line retailer I buy from such as Neimans clearly states what and what is not available on their promotions. I don't want to have to make a call or take a trip to a store to find this out. And how many of us have tried to purchase something with a coupon only to find our purchase doesn't qualify and the payment time? Maddening!!! Thanks for listening. I'll stop now[emoji3]

Macy's isn't consistent. Other people will be getting discounts on Coach at their Macy's or able to stack coupons, while it won't be available at my Macy's. That annoys me more than Coach having exclusions.

 

[momtok]

I agree with the . OP. OMG, Coach makes you work so hard to give them your money.

Some people get PCE, some don't. I never do. I was told that is because I buy at the outlet. Well if Coach had a FP within a three hour drive and sent me PCE maybe I would shop there!!

Just tried to get a FP transfer that people on this board are saying is in the outlets. My outlet INSISTS it's still only in FP and won't do a charge send even if I find it because it will be outside their district. The first SA I talked to didn't even know what a charge send was. She thought I was trying to pay with a credit card and have the bag mailed. They don't do that. Well she is right that every other store I've ever bought from even, outlets mails to customers without the dumbass "go into the store for a charge send" approach. You know what Coach, I don't really NEED this bag. I don't really need any of your bags. No wonder I buy on EBay.

Incidentally I don't live closer than an hour to ANY store that sells Coach. Macy, NOPE. L&T Nope. etc.

Dumb.

I'm sure you probably know this, but whoever said that has no clue either. I have multiple outlets near me, have purchased at two of them at least semi-regularly, and also get/use pce at a nearby boutique. I also use the same name, same address, even same email, at both boutique and outlet. Coach's "reasons" routinely make little to no sense. I continue to believe that whoever programmed the decision qualifiers into their database, was stoned at the time.

 

[LuvsElvis]

Hi~~
I have called the 1-800 Customer Service for Coach... The CSAs are nice but some don't have a clue!
If you can... I would call directly to a FP store to ask questions about exclusions... and to find out if I have a PCE... I usually have a a Great SA or ASM who fills me in on what is excluded and also lets me know if I have a PCE from FP or even a coupon from the outlet....

Lynne