Then tell them that. Tell them when you call, that in order to make this right with you, in addition to the letter, you would also like them to refund you the amount of money you've had to spend in gas to deal with this, and a formal letter of apology from Coach for the whole fiasco. You are perfectly within your rights to ask for those things. And if that's all it would take for Coach to keep a good customer like yourself, then I would think they would be okay with that.
disappointed in a repair...
- Thread starter kallison
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Then tell them that. Tell them when you call, that in order to make this right with you, in addition to the letter, you would also like them to refund you the amount of money you've had to spend in gas to deal with this, and a formal letter of apology from Coach for the whole fiasco. You are perfectly within your rights to ask for those things. And if that's all it would take for Coach to keep a good customer like yourself, then I would think they would be okay with that.
Kallison - I think Stophle is on the right track. Good luck and let us know what happens.
Stophle - did you ever know that you're my hero? Seriously though, I'm quite impressed with the suggestions!
*L* Thanks. Hopefully it will work for her.
I just hate it when big companies treat people like that. It's really sad this is coming from Coach.stophle, you're the best!
Thanks.
You're such a good customer for Coach, I still can't believe they are doing this. If they would just look you up, they'll see they definitely don't want to lose your business. Please let us know what happens, I really hope it works!
All of what Stophle said was on point, but this is the key right here. You can't wait on them to come up with something - YOU let them know what it is they need to do to make it right!
As the Queen of "griping until they get it right" (lol) after being nice doesn't work - its time to get (rhymes with itchy!). I know it can be hard to do, especially if in general, you're a nice person
, but sometimes you do have to be a little "direct"....or just have Stophle pretend to be you and let her handle it. LOL
Good luck!
Bottom line, you paid a lot for this bag because of the "quality" and guarantee. They should back up their promise to you if you are not satisfied. Good Luck!
Ditto Stophle
Kallison, the best communication ever to a company is a written letter directed to the Office of the President. Normally, it should reach the OP, a resolution will be directed and sent to "consumer affairs/customer service for handling.
Don't just "complain" about the situation, tell them what you would like them to do. Whether it's a replacement, refund, etc.
Go draft a letter!
Kallison, the best communication ever to a company is a written letter directed to the Office of the President. Normally, it should reach the OP, a resolution will be directed and sent to "consumer affairs/customer service for handling.
Don't just "complain" about the situation, tell them what you would like them to do. Whether it's a replacement, refund, etc.
Go draft a letter!
alright guys, let me know what you think. i know it needs some editing.
Last month, I brought in my whiskey legacy shoulder bag to your Lenox store for complaint of a repair (the bag was originally sent out in March with a broken turnlock). Upon receiving the bag back, I noticed that the turnlocks did not match and that there was a rather large stain of what looked to be glue where they had put in a new turnlock. While I most certainly appreciate the outstanding customer service Coach had provided in initially repairing this bag, I felt this repair was not up to Coach's high standards and I felt as if I deserved to get my bag back in the same condition I sent it out (without stains). At this point, I took it back to the Coach store that I frequent.
I live an hour from the Coach at Lenox, which is the closest location to me. So to get out there is not only time consuming, but expensive (as we all know, gas prices are rising!) When I took the bag in for the second time, I was not treated as a customer should be. I was told, rather politely, that I was overreacting because of the location of the stain. We did, however, agree the turnlocks didn't match. I was originally offered an exchange in store, but then they backed out of that because the bag I had is no longer available (I don't know specifics of how that works). So this last trip out there was the second time I had to drive out there for a repair and was told that I just needed to wait again to see if it would be repaired.
I received a call this morning from a Coach employee saying that my bag could not be repaired and that I will be sent a credit for the amount. Like stated above, I do appreciate how greatly Coach stands behind their products. But this whole experience has left me questioning Coach and if I will even make additional purchases. And I say this as a very loyal Coach fan and shopper- I have spent as much money as a college student's bank account can allow! For the first time, I left the Coach store empty handed and in tears.
So now I have spent 2 months hoping to get back a bag that is no longer available, hoping that it would be repaired. I have gone back and forth to the store, trying to resolve this. And I do not feel as if the credit for the bag is enough for 2 repairs and the trips to the store, as well as the waiting (for the return and, now, the call saying it cannot be repaired).
I will reiterate that I am a very loyal Coach customer, but I do feel as if I have been wronged in the process of repairs, as well as hurt by Coach employees. I have no doubt that Coach can rectify this situation so that I can continue to buy your products and be fully confident that Coach stands behind their products and puts their customers first, so that they can continue to loyally shop.
Last month, I brought in my whiskey legacy shoulder bag to your Lenox store for complaint of a repair (the bag was originally sent out in March with a broken turnlock). Upon receiving the bag back, I noticed that the turnlocks did not match and that there was a rather large stain of what looked to be glue where they had put in a new turnlock. While I most certainly appreciate the outstanding customer service Coach had provided in initially repairing this bag, I felt this repair was not up to Coach's high standards and I felt as if I deserved to get my bag back in the same condition I sent it out (without stains). At this point, I took it back to the Coach store that I frequent.
I live an hour from the Coach at Lenox, which is the closest location to me. So to get out there is not only time consuming, but expensive (as we all know, gas prices are rising!) When I took the bag in for the second time, I was not treated as a customer should be. I was told, rather politely, that I was overreacting because of the location of the stain. We did, however, agree the turnlocks didn't match. I was originally offered an exchange in store, but then they backed out of that because the bag I had is no longer available (I don't know specifics of how that works). So this last trip out there was the second time I had to drive out there for a repair and was told that I just needed to wait again to see if it would be repaired.
I received a call this morning from a Coach employee saying that my bag could not be repaired and that I will be sent a credit for the amount. Like stated above, I do appreciate how greatly Coach stands behind their products. But this whole experience has left me questioning Coach and if I will even make additional purchases. And I say this as a very loyal Coach fan and shopper- I have spent as much money as a college student's bank account can allow! For the first time, I left the Coach store empty handed and in tears.
So now I have spent 2 months hoping to get back a bag that is no longer available, hoping that it would be repaired. I have gone back and forth to the store, trying to resolve this. And I do not feel as if the credit for the bag is enough for 2 repairs and the trips to the store, as well as the waiting (for the return and, now, the call saying it cannot be repaired).
I will reiterate that I am a very loyal Coach customer, but I do feel as if I have been wronged in the process of repairs, as well as hurt by Coach employees. I have no doubt that Coach can rectify this situation so that I can continue to buy your products and be fully confident that Coach stands behind their products and puts their customers first, so that they can continue to loyally shop.
alright guys, let me know what you think. i know it needs some editing.
Last month, I brought in my whiskey legacy shoulder bag to your Lenox store for complaint of a repair (the bag was originally sent out in March with a broken turnlock). Upon receiving the bag back, I noticed that the turnlocks did not match and that there was a rather large stain of what looked to be glue where they had put in a new turnlock. While I most certainly appreciate the outstanding customer service Coach had provided in initially repairing this bag, I felt this repair was not up to Coach's high standards and I felt as if I deserved to get my bag back in the same condition I sent it out (without stains). At this point, I took it back to the Coach store that I frequent.
I live an hour from the Coach at Lenox, which is the closest location to me. So to get out there is not only time consuming, but expensive (as we all know, gas prices are rising!) When I took the bag in for the second time, I was not treated as a customer should be. I was told, rather politely, that I was overreacting because of the location of the stain. We did, however, agree the turnlocks didn't match. I was originally offered an exchange in store, but then they backed out of that because the bag I had is no longer available (I don't know specifics of how that works). So this last trip out there was the second time I had to drive out there for a repair and was told that I just needed to wait again to see if it would be repaired.
I received a call this morning from a Coach employee saying that my bag could not be repaired and that I will be sent a credit for the amount. Like stated above, I do appreciate how greatly Coach stands behind their products. But this whole experience has left me questioning Coach and if I will even make additional purchases. And I say this as a very loyal Coach fan and shopper- I have spent as much money as a college student's bank account can allow! For the first time, I left the Coach store empty handed and in tears.
So now I have spent 2 months hoping to get back a bag that is no longer available, hoping that it would be repaired. I have gone back and forth to the store, trying to resolve this. And I do not feel as if the credit for the bag is enough for 2 repairs and the trips to the store, as well as the waiting (for the return and, now, the call saying it cannot be repaired).
I will reiterate that I am a very loyal Coach customer, but I do feel as if I have been wronged in the process of repairs, as well as hurt by Coach employees. I have no doubt that Coach can rectify this situation so that I can continue to buy your products and be fully confident that Coach stands behind their products and puts their customers first, so that they can continue to loyally shop.
May I be so bold? I tried to tighten it up, a little more emphatic, more personal. Take from it what you can . . . . You are hurt and disappointed, frustrated too? "what would really make you feel better about this situation, what does Coach need to do?
Last March I brought in my Legacy Whiskey Shoulder Bag 10329 to your Lenox store for a repair of a broken turnlock. When I received my bag back, I immediately noticed that the turnlocks did not match and there was a rather large stain, which appears to be glue around the area of the replaced turnlock. While I most certainly appreciate the outstanding customer service Coach had provided in initially repairing this bag, I believe this repair was not up to Coach's high standards and I should have received my bag in the same condition as it was sent, without stains.
I took my bag back to the Coach at Lenox. It is the closest location but is an hour drive, which is not only time consuming but expensive with rising gas prices. When I took the bag in for the second time, I was not treated as a customer should be. I was told, rather politely, that I was overreacting because of the location of the stain, but agreed the turnlocks did not match. I was then offered an exchange in the store, but it could not be done because this style is no longer available. I was told to wait to see if it could be repaired.
Again, I appreciate greatly that Coach stands behind their products. However, this whole experience has left me questioning Coach and if I will even make additional purchases. I say this as a very loyal Coach fan and customer. I have spent as much money as a college student's bank account can allow! For the first time, I left the Coach store empty handed and in tears!
I received a call (*this morning enter date) from a Coach employee and was told my bag could not be repaired, that I will be sent a credit (of $____)
I am very disappointed in the repair process and hurt by the Coach employees. I have gone back and forth to the store, trying to resolve this situation. I have waited 2 months for a bag that cannot be repaired and is no longer available. The credit does not make up for two repairs, the two trips to the store, as well as the waiting for the return and, now, the call saying it cannot be repaired at all.
I will say again, I am a very loyal Coach customer. I have no doubt that Coach can resolve this situation so that I may continue to purchase Coach products, confident that Coach stands behind their products and puts their customers first.
Good luck!
Entheos, what is a great letter! Katherine, I am sure that you will get some action from Coach after writing such a letter. It is sure to get their attention and they will realize what a great customer you are and that they can't afford to lose you. Good luck and do let us know how it turns out in the end!