Got A Letter From Coach...

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#61
I would be so mortified if I got a letter like that :sad: I have had to make a few returns without a receipt for credit and for exchanges.. I am so horrible about receipts. I have even sold NWT bags on ebay because I didn't want to go into the store to exchange it with out the receipt. I will be holding onto them for dear life now....

I hope you get a LV you LVOE! I want another LV sooo bad.
 
#62
I'm so sorry this happened! Despite any of the possible reasons why the letter was generated (loss prevention, yada yada), it is still highly inappropriate in the wording and the implication :tdown: :tdown: :tdown: I would be so freakin' mad and would probably leave Coach, too.
 
#65
I am a shopper at Lv. Noone is aloud to touch the display bags so dont let them make you feel its just because of what your wearing or somthing.. It's more to do with they dont have time to watch everyone in the store to make sure they arent stealing. Thats why there is a strict no touching display bags rule. Some Lvs are very nice you just need to find the right ones.. I would suggest walking up to an SA and tell them what bag you are interested in so they no you are serious about buying. I know alot of people just bug them about prices which is why they are careful about who they help.
 
#66
Wow, I can't believe you got a letter like this Evy!! I usually try to stick to the same Coach stores and the same SAs and I just get the best service ever!! I only wanted to exchange one bag once and they were so nice to me about it, they were so helpful in helping me find something that will suit me better. Anyways I ended up keeping it in the end because it's value at the current time was so low. Haha. They were still really cool about it with me. I'm so sorry this happened!! Maybe you should go see my SA!! Haha!!
 
#67
I haven't read through all the posts, but all I can say is that if Coach has a store policy where they will accept returns without receipts, then they can't just decide to put restrictions on someone when it doesn't suit them.

If they felt it was excessive, why didn't they stop you exchanging them at the counter while the transaction was in progress (surely their somputer system would bring your name up - they have your ID from previous returns), rather than letting you do it and then sending you a letter later on? This could have been handled better on their part.
 
#68
I am really sorry that you are frustrated and embarrassed. It must be such a bummer to get that kind of letter. :hugs:

I will admit though, after reading the whole thread I had to go back and check if you were actually banned. I am another who is a little confused by the level of outrage and irritation.

The OP is not actually banned from much of anything, except that she must have a receipt when she returns. I think this is standard retail policy in many stores. She can still shop, she can still order, she can still purchase, she can still change her mind and take it back. She isn't getting charged for former returns or anything of the sort, nor was she prevented from making the returns. Coach (a corporation apparently plagued with shrinkage and reselling issues) notices that she is making not one, or two, or three, or four, or five....weird returns in a handful of months, and with no way of knowing her story, decides that okay, just to be safe, please be careful to bring a receipt. I don't consider that bad policy.

The issue is also being taken very personally. I agree that it is unfair and hurtful to be a loyal customer and feel accused. However, this is not an individual SA or manager who labeled a problem customer and suddenly barred your return. The decision came down from corporate headquarters, quite possibly automatically. No one on Coach's end is making a personal judgment, it is a business based decision to stop returns from possibly questionable sources. Being a frequent customer doesn't prove that someone is honest. Many regular customers probably DO bend legal and company regulations. Coach isn't being passive aggressive, they're a corporation and have no motive to be passive aggressive. They are saying exactly what they mean: these returns are questionable, and because six transactions in six months looks chronic, we need to ask that they stop.

Also, Coach provided an opportunity for her to call and speak with someone. Keep in mind that no one is going to call corporate and confess a life of crime. Whether she uses that number to have a fit or to explain her position, Coach handed her an appropriate outlet to further discuss the situation at her discretion.

I don't think it's ideal for a customer to have to get a warning letter, and I think it's so sad if they are someone honest and reliable. I sincerely hope it gets all straightened out. However, I don't understand the shock mentality, if nothing else.
 
#69
Miss Evy - I am sorry that you reveived this letter. I do think it's insulting, especially since you are returning items as an exchange for a more expensive item.

I am dabbling over on the dark side of LV, but have also been turned off with their in-store customer service. I felt ignored in their stores for the last 2 years and finally had good service at my Saks earlier this year. I then had outstanding service over the phone when they were hunting down my WC Speedy (in my avatar), but I wondered if they gave me good service because they couldn't see the size of my diamond or what brand of clothing I was wearing since we were on the phone.

I am surprised by Coach - and I can't wait to hear what happens when you call them today.
 
#70
I haven't read all the replys so if this has been said already, I apologize. Before I type my reply, I want to say I am not calling the OP a thief in any way. I'm just giving an explination from the retail side.

I've been working retail for over 10 years now. I am the store manager of a very popular clothing store. After so many un-receipted returns/exchanges, we have to report to LP about the person. It's very easy to assume the person returning was stealing the merchandise and returning for something else, or store credit. It happens all the time. It's a common practice for theives. Of course, there are legit reasons like gifts, like the OP. You have to see the other side for reasoning. From now on, always ask for a gift receipt or the recipt from the gift giver.

In the OP's case, she exchanged too much and it was a bad pattern for. When you start buying LV, make sure in 14 days you love it and you have to have your receipt.
 
#71
luxery baby said:
I am a shopper at Lv. Noone is aloud to touch the display bags so dont let them make you feel its just because of what your wearing or somthing.. It's more to do with they dont have time to watch everyone in the store to make sure they arent stealing. Thats why there is a strict no touching display bags rule. Some Lvs are very nice you just need to find the right ones.. I would suggest walking up to an SA and tell them what bag you are interested in so they no you are serious about buying. I know alot of people just bug them about prices which is why they are careful about who they help.
Click to expand...

When I go into the LV store the proper etiquette is to ask an SA to see a bag. I see most people do this when they go into the store. Then you have some people just go in and touch all sorts of bags and with no intention of buying. As a customer I would not want a bag thats been touched by a bunch of people and still pay that hefty price.
 
#72
Firefly32 said:
When I go into the LV store the proper etiquette is to ask an SA to see a bag. I see most people do this when they go into the store. Then you have some people just go in and touch all sorts of bags and with no intention of buying. As a customer I would not want a bag thats been touched by a bunch of people and still pay that hefty price.
Click to expand...

I agree, you need to ask the associates. I'm not really into LV but I have looked at their bags, touched the display models, and never had a problem with customer service. :shrugs:
 
#73
Wow I just read thru all the replys etc. This is sad but I can see why with eBay and everything else going on in the world. I would be proably more pissed then you if I received a letter like that. Since they said you could return with a reciept I would have packed all my bags with all my reciepts and returned them all But thats just me :graucho:
 
#75
i_wona said:
If they felt it was excessive, why didn't they stop you exchanging them at the counter while the transaction was in progress (surely their somputer system would bring your name up - they have your ID from previous returns), rather than letting you do it and then sending you a letter later on? This could have been handled better on their part.
Click to expand...

I disagree with this entirely. I would be so embarrassed if they stopped me mid-transaction and I had to put everything back and leave. I think part of the letter thing is a really good business strategy as it avoids the whole public humiliation aspect.

I think the best thing they could do to handle it better would be to just reword the letter. It sounds like the wording is a little harsh and accusatory. It might be better in my opinion if they gave some sort of "warning" instead of a ban. Its hard though because I think anyone receiving that kind of letter will have an emotional reaction because it seems like they are being accused of something. I hope that others don't take it as personally.

It probably is a computer generated letter that gets sent out after however many receipt-less returns in the span of however many months. Computers do not and cannot make judgment calls. It would be very difficult to script something that would look at all the factors contributing to this sort of situation (why the returns were made, maybe whether they were returns or exchanges, what time of the year they happened, how often you shop there) and make a judgment call. A computer sees 6 transactions flagged without receipt within the last 6 months and generates a letter.

Sure, it would be natural to be upset about it, but that doesn't mean its horrible on Coach's end. It saves a lot of money to be able to do this by computer and computers are impartial. They don't need to make judgment calls; they treat everyone the same. They don't look at the clothes you are wearing or your jewelry and decide that since you have a huge diamond so you must not be a thief or your shoes are from payless so your returns must be stolen. I think its way better than being turned away at a register.
 
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