Does this normally happen?

[opal24]

I bought a Heritage Strip Tote in grass in March. I have been using it for about a month and a half. This weekend I noticed the color was rubbing off at the edges on the bottom of the bag and around the top trim. I called Customer Service earlier in the week and was told to take it to my local boutique to be returned. Well, when I went to return it I was stopped half way in the store and asked what was wrong. I showed the SA by bag and was told 'oh that happens at the stress points and there is nothing they can do to fix it. It is normal.' I was kind of floored at the cavalier attitude of the SA but managed to say that I would still like to send it back to Coach. I got an attitude but the bag was sent back. Is this normal? The care card for the bag notes that the patent leather trim will lose its luster over time but come on, it says nothing about the color wearing off at the 'stress points' as the SA called it. Now, if I had been using this bag for 6 months or a year that is a diff story but only a month and a half! Just wondering.
Thanks in advance!

 

[cverhoff]

I agree with you, I woudn't think after a month and a half, a new bag should have color wearing off the leather...especially a Coach. I also have noticed color wearing off on the corners of my Heritage tote and I've only had it for 2 months. Can you imagine what its going to look like after 6 months or a year? Scary.....I thought Coach was made to last as long as you took care of it. I decided to sell my Heritage while I still can.

 

[jen6292]

Have you guys tried to call Coach Customer Service, or email them. They are usually pretty good about getting back to you, and they are more interested in "pleasing the customer"

 

[opal24]

I initially called the Customer Service number and they told me to take the bag to my local boutique since I had one close by. The CSR on the phone did take my concern seriously and told me the whole process of them looking at the bag and sending me a letter with the results.

I was just totally put off by the SA acting like it was no big deal and I should deal with it. I bought the bag from their location and I just felt brushed off. We can all buy our Coach items from other stores (Nordies, Macy's etc.) or even online. So you would think that working on that customer relationship would be important. The SA who helped me return the bag was very nice and helpful though.