I work in retail for a children's store and we see this all the time. We will have a promotion such as take 25% off your purchase of $75.00 or more. Someone will buy a ton of stuff and bring it back the next week without a receipt and say it was a gift. We will send them a merch. certificate in the mail and you bet during the next promotion they are in there spending the merch. certificate. Then the cycle happens all over again. There is one particular lady who I have caught on to that had a merch. cert for over a $1000.00 last week. When I first encountered her back in November it was only at $350.00. I think she realizes that I am on to her now but there is nothing I can do and unfortunately the company I work for doesn't really care either. I don't blame Coach one bit for being suspicious and getting their LP people involved. With this economy, companies are losing a TON more money due to LP issues.
Got A Letter From Coach...
- Thread starter Miss Evy Rocks!
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I work in retail for a children's store and we see this all the time. We will have a promotion such as take 25% off your purchase of $75.00 or more. Someone will buy a ton of stuff and bring it back the next week without a receipt and say it was a gift. We will send them a merch. certificate in the mail and you bet during the next promotion they are in there spending the merch. certificate. Then the cycle happens all over again. There is one particular lady who I have caught on to that had a merch. cert for over a $1000.00 last week. When I first encountered her back in November it was only at $350.00. I think she realizes that I am on to her now but there is nothing I can do and unfortunately the company I work for doesn't really care either. I don't blame Coach one bit for being suspicious and getting their LP people involved. With this economy, companies are losing a TON more money due to LP issues.
Thank you for the advice on the LV, I will take it into consideration
Miss Evy...I think that letter is terrible. I returned a bag (with receipt) about a month ago and was given a lecture from the SA about "Coach is getting strict about returns, be carefull that you don't do very many returns/exchanges, they're watching people." My DH was standing there and when we left we were both shocked...and I was furious! I haven't done many returns/exchanges and those I have done I've had receipts. And, since I generally have to order the bags I buy at FP, there's no way to personally see it before buying it! And, I love how the SA's say "oh, go ahead and order it, if you don't like it just return it." HaHa!!! Regarding LV, this last year I bought a Speedy 35 and a Neverfull GM from LV. When I got the bags home I actually put white gloves on while I looked the bags over. I didn't even want to try my things in them for fear of doing something that would make it impossible to return it. And, the return policy is 14 days (I believe). I did keep them both, but they sit in their big soft sleeper bags and I just never want to carry them...I like my Coach better. But, after what the SA told me at Coach, and the tenseness I feel when I go into the FP store now, I don't buy much of anything at FP. I pretty much buy from the outlet or ebay. Sorry for your letter...but I would bet there's ALOT of others that got the same letter!
Another thing I am wondering...in the boutique the SAs must get a commission. If you return a bag, say a week later, does the SA lose the commission? I am assuming the commission paid out once a month so this could be possible....and may very well be the reason they are so miffed about the returns??
I wondered about that too and asked just recently. I was told no, we don't get commission. I would like someone else's take on this. If they don't get commission...why are they so nice when you buy and so nasty when you return???
I wondered about that too and asked just recently. I was told no, we don't get commission. I would like someone else's take on this. If they don't get commission...why are they so nice when you buy and so nasty when you return???
My LV store doesn't get upset if I touch a bag and look at it. I have bought 2 there in the last year. I also find the LV SA's to be consistently friendlier than the Coach SA's (which is located right below them on the first floor). Coach wasn't this way until this economic crisis started...I wonder if they're getting pressure from corporate?
Hi
Sorry to hear if your no return issue. I had quiter a different experience. I was handed a letter when I was checking out at a outlet. My letter was one that stated I could return but no buy their profuct, As I had bought too much. That was humiliating. A friend of mine was also given one after a large previous purchase. I guess the do not want anyones business. I did not have a return issue and rarely did returns.
Do you sell on ebay? I know they are trying to crack down on people that come in and buy up all the good stuff then turn around and sell it on ebay. It takes away from each of us that just want a chance to buy one bag! That form letter could be their way to halt the reselling...even if you and your friend weren't doing that.
This is just a guess based on businesses, generally and not Coach, but stores and/or SAs may get certain perks, as opposed to commissions. Plus, if you buy from store X in December and return to store X in January, the "loss" will reflect on January's statement, which may look bad for them if January sales are down.
^^^
As I understand it, Coach SAs do not get commission, but they have sales goals to try to meet.
As I understand it, Coach SAs do not get commission, but they have sales goals to try to meet.
Target only allows two returns per year with out a receipt and they scan your id to make sure you only do two. It is to make sure people aren't stealing things and then returning them. Unfortunately it's because they used to have more lax rules and people did steal things and then return them. At Michael's when something went missing that was expensive and alert went out to all stores and no one was allowed to return those items with out a receipt. Some places won't even let you return with out receipt. Maybe they are cracking down because those things have been stolen somewhere OR people are returning NWT things they buy on the bay...
Same here. Almost every place these days requires some kind of receipt as proof of purchase and how much you paid.
I am very sorry that you received this letter Evy!
Lots of ladies here offered their perspectives from their experiences in working retail and that shed a lot of light on why this letter was sent.
A computer generated letter has no way of knowing the circumstances so it would be best to call Coach and talked to their LP people about it.
I think if you calmly explained the circumstances they might un-flag you.
The return only with receipt restriction probably will be one thing that wont change, so make sure with any future purchases you make (if you make them!) to put the receipt somewhere super safe where it wont get lost.
I understand your frustration in receiving the letter but as many stated the computer cant understand circumstances like an actual person can in regards to what they consider to be unusual returns .
I would be offended as well to receive a letter like this and like yourself it probably would be enough to make me walk away from Coach altogether.
Personally I exchange quite a bit and sometimes do return items (always with receipt) but it does make me wonder if one of these days a similar letter might be in my mailbox.
Coach should change its return policy if they are taking too much of a loss because of it.
If LV takes over Coach you had better believe they will be changing the return policies and tightening them up significantly!
Again Evy I am sorry that this has upset you so much, but please dont let it chase you away from a brand that you love.
IMO Coach needs to concentrate on going after the Evilbay resellers moreso than unknowingly alienating their good customers and losing them entirely because of receipts got lost along the way.
Hopefully this can be rectified to your satisfaction.
Good luck and let us know how it works out!
Lots of ladies here offered their perspectives from their experiences in working retail and that shed a lot of light on why this letter was sent.
A computer generated letter has no way of knowing the circumstances so it would be best to call Coach and talked to their LP people about it.
I think if you calmly explained the circumstances they might un-flag you.
The return only with receipt restriction probably will be one thing that wont change, so make sure with any future purchases you make (if you make them!) to put the receipt somewhere super safe where it wont get lost.
I understand your frustration in receiving the letter but as many stated the computer cant understand circumstances like an actual person can in regards to what they consider to be unusual returns .
I would be offended as well to receive a letter like this and like yourself it probably would be enough to make me walk away from Coach altogether.
Personally I exchange quite a bit and sometimes do return items (always with receipt) but it does make me wonder if one of these days a similar letter might be in my mailbox.
Coach should change its return policy if they are taking too much of a loss because of it.
If LV takes over Coach you had better believe they will be changing the return policies and tightening them up significantly!
Again Evy I am sorry that this has upset you so much, but please dont let it chase you away from a brand that you love.
IMO Coach needs to concentrate on going after the Evilbay resellers moreso than unknowingly alienating their good customers and losing them entirely because of receipts got lost along the way.
Hopefully this can be rectified to your satisfaction.
Good luck and let us know how it works out!
I had to return something at Coach one time and was made to feel like "you are such a loser and probably could not afford the bag to begin with". It is kind of funny and I hate to sound like a snob but who are the SAs to look down on anyone? How much money do they really make at Coach or Saks for that matter to make a judgement call on what a potential shopper can/cannot afford based on a first impression? I bought 3 bags in one month. 2 of them from Coach.com. I know will be returning one of them. And I feel like I need to bring in my receipt for the second bag and say "But I bought another item" to justify it to the SA, as to why I don't want to look for something else. Or even spare myself the humiliation and pay for the return shipping to Coach.
Why should we care so much? About a 10 second snooty look? But we do. I have learned not to judge people on how they look, especially when it comes to making a call about how much money you think they have. I work for a Fortune 500 company and our atmosphere is very casual. In fact the Executives never wear suits and ties. I have been at events where a Sr VP gave a speech wearing a white T-shirt, faded jeans and sneakers. If you saw this man on the street, based on his appearance you might wonder if he could afford bus fare.....the man is a billionaire. In this company this is not uncommon and where our HQ is based, the stores tend to not be so snooty because you can't easily discern the billionaire from the "just looking and can't afford to buy". Unfortunately I work at a branch office so do not reap the benefits of this
I hope that's not something you truly think about SAs at any company. I have a masters degree from a very prestigious business school and work part time in retail in addition to my day job because I LOVE it. I love to help people find a great item to treat themselves with, or help them pick out the perfect gift for a friend. As cheesy as this may sound, I thought about all my customers on Christmas morning who were giving their loved ones things I helped them pick out. I feel so fortunate that I could be part of that experience for them.
I know you said you weren't trying to be snobby, and I truly hope I am not coming across that way as well, but it doesn't seem quite right to preach non-judgement and then make the assumption that an SA isn't making a good living for themself. It's never right to look as someone and just assume they aren't as good as you.
I have received SO many snide remarks from customers about how I probably can't even afford the products I am selling, or speaking to me like I am an idiot, or telling me how much change I should be giving them.
SAs should never treat you like you are a burden to them or that you don't deserve their product, but as a customer, it's also nice to treat the SA as an equal and with respect.
Sorry for the rant, I'm a little oversensitive at times!
That is insanity. I agree...try the voice of reason with them first! That is such a slap and Evy it would be horrible not to see you or your posts on here!!!! "( Tell us what happens tomorrow girl!
I hope that's not something you truly think about SAs at any company. I have a masters degree from a very prestigious business school and work part time in retail in addition to my day job because I LOVE it. I love to help people find a great item to treat themselves with, or help them pick out the perfect gift for a friend. As cheesy as this may sound, I thought about all my customers on Christmas morning who were giving their loved ones things I helped them pick out. I feel so fortunate that I could be part of that experience for them.
I know you said you weren't trying to be snobby, and I truly hope I am not coming across that way as well, but it doesn't seem quite right to preach non-judgement and then make the assumption that an SA isn't making a good living for themself. It's never right to look as someone and just assume they aren't as good as you.
I have received SO many snide remarks from customers about how I probably can't even afford the products I am selling, or speaking to me like I am an idiot, or telling me how much change I should be giving them.
SAs should never treat you like you are a burden to them or that you don't deserve their product, but as a customer, it's also nice to treat the SA as an equal and with respect.
Sorry for the rant, I'm a little oversensitive at times!
I've been considering this myself! I miss retail, how crazy is that!? I always hated it when people treated cashiers poorly.
Wow thats stupid!! I dont really think 6 returns in a year is that excessive. Im trying to think, I returned maybe 2 or 3 bags without a recipt and exchanged 2 carlys that were frayed. I think I have another bag I wanna return but I have the recipt. Actually it wouldnt bother me if I got banned, really Ill just go to macys if I want something or send my family in and get something.
Evy I hope everything works out for you, I would really be giving them a piece of my mind if I were you.
Evy I hope everything works out for you, I would really be giving them a piece of my mind if I were you.
Hope everything works out for you! I don't have much coach but I also collect vb and have made lots of returns because I'm so fickle (like many of us!). Good luck!