Got A Letter From Coach...

[bunnymasseuse]

I think of this incident like I do a spam firewall at my work

Sometimes the spam emails get through because my filter wasn't tight enough to catch em, other times the filter catches legit emails to employees even tho they aren't really spam.

This is in MY mind the same thing. Their rules, policies, and procedures are designed in a flat way to look for "insert whatever it is here" and then based on those results react accordingly. This means there is always the possibility that someone can "slip by" by using a fake ID, or giving different information every time.... or that someone can get "caught" by something and fit an "x" set of circumstances set by the company and not really be the intended offending target.

 

[luxery baby]

Lv has a 14 day policy

 

[ms-whitney]

I am really sorry that you are frustrated and embarrassed. It must be such a bummer to get that kind of letter.

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.

this is a really good post. i read the whole thread and i've seen the letters and no where does it state that you can't return or exchange, provided that you have a receipt.

i rather not post all the ways you could abuse the system, not stating that the OP is one of those, but definitely there are pple out there that cheats the system and the easiest way for you to not get filtered out or flagged by LP is to make sure you have all your receipts and if you do get a lot of gifts where the person has a tendency not to give you the orignal/gift receipt make sure you do the returns/exchanges at a singular store where you do the bulk of your purchases so you know the SA well and they know you enough that if they see you getting the letter they'll give corporate a call themselves and be like, hey! we know this customer and explain.

 

[TenYearsGone]

I was speaking to the manager at my local outlet last week about returns, and they said a lot of customers abuse their policy and loss prevention IS paying attention. As long as you give Coach your name, address, ect...loss prevention is tracking your buying habits, and that includes returns. This may lead to the letters that restrict you from returning OR buying. This is not new. If you look at the threads, they go back a few years.

Now what kind of returns are they flagging? All returns or returns without receipt? I've made a bunch of exchanges lately but it was with receipt (except once) and due to the fact that there was a defect. I'm scared to exchange something I just bought because of defect even though I'll have my receipt in hand.

 

[daniellesmommy]

Now what kind of returns are they flagging? All returns or returns without receipt? I've made a bunch of exchanges lately but it was with receipt (except once) and due to the fact that there was a defect. I'm scared to exchange something I just bought because of defect even though I'll have my receipt in hand.

When I returned something back before Christmas, my DL was asked for EVEN THOUGH I HAD MY RECEIPT. I was told anytime you return something to a boutique that the merchandise wasn't bought in, for loss prevention purposes, the SA's are suppose to get your information. Now whether they do, I don't know. But this return I made was just a full return, I didn't purchase anything else. I know I posted about this when it happened because I was concerned.

 

[ms-whitney]

Now what kind of returns are they flagging? All returns or returns without receipt? I've made a bunch of exchanges lately but it was with receipt (except once) and due to the fact that there was a defect. I'm scared to exchange something I just bought because of defect even though I'll have my receipt in hand.

as long as you have a receipt you should be fine.

i know this one lady who brought $xxxx.xx worth of goods and she always ended up returning or exchanging them and then returning..buying.. she is a bit indecisive and she does this both at the outlets and retail (because she'll take the outlet and exchange here)

its been two years

+ she's a PCE customer.

 

[ms-whitney]

When I returned something back before Christmas, my DL was asked for EVEN THOUGH I HAD MY RECEIPT. I was told anytime you return something to a boutique that the merchandise wasn't bought in, for loss prevention purposes, the SA's are suppose to get your information. Now whether they do, I don't know. But this return I made was just a full return, I didn't purchase anything else. I know I posted about this when it happened because I was concerned.

BS. (on the SA who told you that)

you could decline to give your information if you want. they still will have to honor the return/exchange because you have a receipt, bottom line.

some other brands are really horrible though. like guess..i'm not sure if they still do but when i paid via cc and had to return they ONLY will mail me a check, wouldn't return on my card so that is how i was forced to give my info..

i did get the check a week later and cashed it

but never ever shopped there again.

 

[PhantaBitten]

I want to wish you luck and hope you continue post here and there in the Coach forum. I dont think Coach is as great is used to be but I like all the people in this forum so I post and read often.
I tell ya, if it wasnt for those wonderful SAs and managers at the outlet, Id sell it all and be gone.

 

[Pursanista]

Over the Christmas season they had about 13 or 14 bags often 4 at a time get taken out of the store. I was there for one of the times. A guy and his wife simply picked up 2 each and ran out the door and into the mall. They knocked one of the greeters over practically and knocked over a display as well.

There had to be umpteen security cameras between the scene of the crime and the getaway car...jeez. Desperate and stupid. Unbelievable. That had to add a little excitement to your shopping experience!

 

[allieann]

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.

The SAs at LV are more than happy to let you touch the bags if you approach them and ask for help. If you're looking for really attentive service, it can help to go at an off-peak time when you can really enjoy yourself and the SA can really spend some time with you. If you're spending a lot of money, I say make the experience as good as possible.

 

[arsweb]

I think Coach is just trying to protect themselves. They didn't ban you from purchases or returns, they just want you to make sure to keep your receipt for the future.

I'm not saying you do this (so don't take offense), but I'm sure there are people out there who might make a $500 purchase with a PCE 25% off (or CA 30% off coupon, and so on), pay $350 for their $500 worth of merchandise, and then turn around and return the stuff (which is NWT but conveniently no receipt) for $500 store credit. Of course, this is totally dishonest, and these people should be ashamed of themselves. I guarantee Coach flags suspicious returns for this reason, and even though you weren't doing this, Coach flagged the unusual activity.

I hope you do contact loss prevention to speak with them and explain your circumstances. And as angry as you are, try to be nice. You'll attract more bees with honey!

 

[Pursanista]

Evy, I was going to suggest that when you talk to LP, ask for their email address and send them exactly what you wrote in your post.

It seems to me you are more upset that you have been accused of doing something you didn't do, rather than having to make sure you have a receipt in the future. In other words, it's the principle.

After talking to them and following up with an email, perhaps they will unflag your name from their database.

I do understand if you want to take your purse business elsewhere.

Let us know how your communications go with Coach.

 

[CCfor C]

Coach's policy is really lenient. I've worked retail in the past, and many places have restrictions regarding time (w/in 30 days WITH a receipt) and require a receipt. There aren't many places that allow returns w/out a receipt. Understandably so, because obviously they don't know you from Adam. I'm sure they have issues with some stealing mdse and returning w/out a receipt. We used to get that quite a lot when I worked retail. Sorry this happened to you! I return a LOT of Coach, but have always had my receipts w/the exception of one item which they found on their computer.

People who give items should include gift receipts w/them, IMO.

 

[jbennett562]

LV's return policy is it can be exchanged or returned for store credit within 1 month of purchase date or returned for a full refund within 14 days and must have original receipt. That's why I'm stuck with my Tivoli...I can't return it!

 

[devoted7]

wow that's ridiculous!