Coach Returns Policy

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#361
Thank you all for your valuable advice! I sincerely appreciate the help and support of TPB forum members. You are instrumental in my pursuit to be proactive about Coach's mishandling of my return, and rapidly dwindling quality of service. It is my hope that Coach will handle this case professionally and work toward an amicable resolution.

Meanwhile, here are the steps I have taken to covery my bases:

* Contacted AMEX: I sent them the necessary documents for review (incl. copy of the original receipt, USPS shipment/tracking, and pictures of the Coach bag). They can examine the RAW format and time-stamp on the pictures.

* Posted on Facebook: For privacy reasons, I did not use my active personal account,. But I was able to use a different account that I created many moons ago. I detailed the debacle with Coach. I tagged them in the post. To Coach, I am just another loyal but lowly customer.

* I will file a formal complaint with the BBB. Coach may or may not care to rectify the problem.

I am weary of conflicts. The stress worsens my health conditions. But, If I do not address this problem, Coach will continue to victimize customers like me who struggle with debilitating health issues. It is overwhelming to deal with life's "curve balls" when you can barely dodge the straight ones.

I apologize for the rant. It's been a very difficult week.

Thank you, TPF's Coach Gods & Goddesses! You are amazing.
:hugs:
 
#362
minissha said:
Thank you all for your valuable advice! I sincerely appreciate the help and support of TPB forum members. You are instrumental in my pursuit to be proactive about Coach's mishandling of my return, and rapidly dwindling quality of service. It is my hope that Coach will handle this case professionally and work toward an amicable resolution.

Meanwhile, here are the steps I have taken to covery my bases:

* Contacted AMEX: I sent them the necessary documents for review (incl. copy of the original receipt, USPS shipment/tracking, and pictures of the Coach bag). They can examine the RAW format and time-stamp on the pictures.

* Posted on Facebook: For privacy reasons, I did not use my active personal account,. But I was able to use a different account that I created many moons ago. I detailed the debacle with Coach. I tagged them in the post. To Coach, I am just another loyal but lowly customer.

* I will file a formal complaint with the BBB. Coach may or may not care to rectify the problem.

I am weary of conflicts. The stress worsens my health conditions. But, If I do not address this problem, Coach will continue to victimize customers like me who struggle with debilitating health issues. It is overwhelming to deal with life's "curve balls" when you can barely dodge the straight ones.

I apologize for the rant. It's been a very difficult week.

Thank you, TPF's Coach Gods & Goddesses! You are amazing.
:hugs:
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I'm sorry you've had to go through this experience and I hope you get what should have been the appropriate outcome. AMEX is great with handling disputes. I purposely use my AMEX card a lot due to this. They really fight for you.
 
#363
I second GA Peach. I've had them to this to me in the last 6 months on 2 bags. One retail, and one from the FOS. The FOS one was sent to me damaged - whole mess I won't explain - and they didn't want to take it back. The other was a brand new bag, with tags, etc... they said was used. They sent both back to me. I called and after speaking with a CS Rep, ended up getting a return label to mail them back to her attention. They never contacted me again, but I did end up seeing the credit on my AMEX. And yes, GA Peach is right. AMEX has the best customer service I've dealt with when I've had a problem.

You are doing right by documenting everything, too. Without documentation, you can't prove your case. I sent my last returns back to JAX a few weeks ago. I took pictures of everything, even took pictures after I packaged them in the box and of the invoices. I was taking no chances not to have proof of condition this time. I did get refunded, but again, no contact. I didn't get a return confirmation email like normal, but did see the credits a few days ago.

P.S. I should add that when they sent those 2 bags back to me, they smashed them inside of a small box. I sent them in a large box and paid extra for shipping because one was a big Bleecker Weekend Tote. I was irate.
 
#364
They're acting like some insurance companies-- automatic and repeated denial of claims, until they see that you mean business. I'm sure Coach have been saving a LOT of money plus getting rid of LOADS of damaged goods this way. They've been successful, coz I do have a few damaged items I don't even bother to return after taking into account the time and shipping/insurance involved.
 
#365
minissha said:
Thank you all for your valuable advice! I sincerely appreciate the help and support of TPB forum members. You are instrumental in my pursuit to be proactive about Coach's mishandling of my return, and rapidly dwindling quality of service. It is my hope that Coach will handle this case professionally and work toward an amicable resolution.

Meanwhile, here are the steps I have taken to covery my bases:

* Contacted AMEX: I sent them the necessary documents for review (incl. copy of the original receipt, USPS shipment/tracking, and pictures of the Coach bag). They can examine the RAW format and time-stamp on the pictures.

* Posted on Facebook: For privacy reasons, I did not use my active personal account,. But I was able to use a different account that I created many moons ago. I detailed the debacle with Coach. I tagged them in the post. To Coach, I am just another loyal but lowly customer.

* I will file a formal complaint with the BBB. Coach may or may not care to rectify the problem.

I am weary of conflicts. The stress worsens my health conditions. But, If I do not address this problem, Coach will continue to victimize customers like me who struggle with debilitating health issues. It is overwhelming to deal with life's "curve balls" when you can barely dodge the straight ones.

I apologize for the rant. It's been a very difficult week.

Thank you, TPF's Coach Gods & Goddesses! You are amazing.
:hugs:
Click to expand...

What an ordeal. I so feel for you as well. I too have a health condition what can worsen with stress. You're so right, it's overwhelming at times, especially when dealing with less than professional 'professional' people.

I hope this all works out for you. Hang in there.
 
#366
Well, I was bit by the new return policy.....I THOUGHT I had until this week to return a bag I bought around the end of November, but I mistakenly was looking at the ship date (about 5 days after the purchase date) and calculating 60 days from THAT date, but then I read on the Coach.com website that it's 60 days from the PURCHASE date, so now I'm 4 days too late to do a return.

I purchased the same bag for about $50 less at a recent Bloomies sale, but there was an issue with the order at first, I had to re-order it, and so I didn't want to return the Coach.com purchased bag without being sure I got the Bloomies one in hand-first, and then I got sick last week.....so there went the 60 days.

I don't want to be stuck with two (and I'm not an e-bay seller and don't really want to start now). Do you think possibly they would allow me to return for a Merchandise credit only? I don't really see anything on the Coach website about this, so I'm guessing the answer is no.....Anyone have any experience with this yet??
 
#367
CA-Anonymous said:
Well, I was bit by the new return policy.....I THOUGHT I had until this week to return a bag I bought around the end of November, but I mistakenly was looking at the ship date (about 5 days after the purchase date) and calculating 60 days from THAT date, but then I read on the Coach.com website that it's 60 days from the PURCHASE date, so now I'm 4 days too late to do a return.

I purchased the same bag for about $50 less at a recent Bloomies sale, but there was an issue with the order at first, I had to re-order it, and so I didn't want to return the Coach.com purchased bag without being sure I got the Bloomies one in hand-first, and then I got sick last week.....so there went the 60 days.

I don't want to be stuck with two (and I'm not an e-bay seller and don't really want to start now). Do you think possibly they would allow me to return for a Merchandise credit only? I don't really see anything on the Coach website about this, so I'm guessing the answer is no.....Anyone have any experience with this yet??
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I would take it back. Who knows, they may give you a credit. Good luck.
 
#369
CA-Anonymous said:
Well, I was bit by the new return policy.....I THOUGHT I had until this week to return a bag I bought around the end of November, but I mistakenly was looking at the ship date (about 5 days after the purchase date) and calculating 60 days from THAT date, but then I read on the Coach.com website that it's 60 days from the PURCHASE date, so now I'm 4 days too late to do a return.

I purchased the same bag for about $50 less at a recent Bloomies sale, but there was an issue with the order at first, I had to re-order it, and so I didn't want to return the Coach.com purchased bag without being sure I got the Bloomies one in hand-first, and then I got sick last week.....so there went the 60 days.

I don't want to be stuck with two (and I'm not an e-bay seller and don't really want to start now). Do you think possibly they would allow me to return for a Merchandise credit only? I don't really see anything on the Coach website about this, so I'm guessing the answer is no.....Anyone have any experience with this yet??
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Had a phone call with CS at corp a couple of weeks ago regarding this and she told me it was 60 days from the date that the shipment arrived to you, so you might be in clear and fine to return it.
 
#370
codegirl said:
Had a phone call with CS at corp a couple of weeks ago regarding this and she told me it was 60 days from the date that the shipment arrived to you, so you might be in clear and fine to return it.
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Oh, that would be great, just checked and I got it 12/3 so that would be tomorrow as the deadline. Looks like I'll take a trip to the outlet at lunch to return it then..... Thanks for the info!
 
#371
CA-Anonymous said:
Well, I was bit by the new return policy.....I THOUGHT I had until this week to return a bag I bought around the end of November, but I mistakenly was looking at the ship date (about 5 days after the purchase date) and calculating 60 days from THAT date, but then I read on the Coach.com website that it's 60 days from the PURCHASE date, so now I'm 4 days too late to do a return.

I purchased the same bag for about $50 less at a recent Bloomies sale, but there was an issue with the order at first, I had to re-order it, and so I didn't want to return the Coach.com purchased bag without being sure I got the Bloomies one in hand-first, and then I got sick last week.....so there went the 60 days.

I don't want to be stuck with two (and I'm not an e-bay seller and don't really want to start now). Do you think possibly they would allow me to return for a Merchandise credit only? I don't really see anything on the Coach website about this, so I'm guessing the answer is no.....Anyone have any experience with this yet??
Click to expand...
Hope it works out for you . They will probably try to help as best they can. I think the outlets are very helpful doing returns.
 
#372
Update.... I had the busiest day at work yesterday (which was the 60th day from the delivery date of the purse I wanted to retun) and couldn't make it to an outlet to do the return,, so I went today after work and was told I could buy something else (of equal or greater value) to exchange it for, that was my only option. (I played dumb about the new return policy hoping they might make an exception, but that angle didn't work....)

I had already made the rounds of the store and found a pair of shoes and a keyfob, so when I pointed out that my purchases were about $150 less than my return, the SA went to go talk to the manager and they gave me a merchandise card for the difference, so at least I was able to return it..... lesson learned, don't procrastinate when it comes to the new policy!
 
#373
I returned a FOS purchase to my outlet on January 31. I was told I couldn't get my credit right there in the store and they had to send it to JAX. They emailed me a tracking number and it arrived at JAX on Feb 5th.

I still have not received a credit on my credit card. I called Coach one day but it was after hours and the auto message says it could take 2-4 weeks. I'm sure JAX was slammed with tons of returns.

Did anyone else return a bag to JAX at the end of Jan, and have you gotten your credit?
 
#374
I ordered a purse on Jan 12th from FOS. They sent me wrong bag, I called and immediately mailed it back to JAX. It took about 5 phone calls, talking twice to supervisor and 3 and half weeks of waiting finally to get my refund. They never refunded shipping cost even though it was their mistake.
 
#375
Kitts said:
I returned a FOS purchase to my outlet on January 31. I was told I couldn't get my credit right there in the store and they had to send it to JAX. They emailed me a tracking number and it arrived at JAX on Feb 5th.

I still have not received a credit on my credit card. I called Coach one day but it was after hours and the auto message says it could take 2-4 weeks. I'm sure JAX was slammed with tons of returns.

Did anyone else return a bag to JAX at the end of Jan, and have you gotten your credit?
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This has never happened to me. Why couldn't the outlet give you the credit?
 
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