I am concerned that Coach is knowingly selling flawed bags for the same price!

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katev

katev

"The Bag Whisperer!"
O.G.
Dec 18, 2009
17,401
19,045
#1
I was at the Aurora, IL outlet this morning and they had some large purple dot op art sophias in clearance. I had read previously that some of these sophias have the logo attached upside down so I looked at them very carefully. Sure enough, one of the bags on display had the logo the wrong way up but the other bags on the shelf were fine. They were all in clearance and all being sold for the same price.

I brought the flawed bag to the attention of an SA and she gushed "Yes! We received some of those bags from our Jacksonville corporate office! They're kind of like 'special bags"!"

I was surprised to hear her say this and I said "Yeah, real special, it looks like a cheap knock-off!" She took offense at this and walked away.

Coach has always claimed to offer quality products and I was very surprised to hear that they are knowingly selling irregular products, mixed in with the correct bags and at the same price - even at clearance prices!

If I had made a long trip to the outlet and bought one of those bags without noticing the problem, I would be pretty unhappy when I got back home!

If they made a big batch of these flawed bags and wanted to try and make some money on them - then they should separate them and clearly mark them as "irregulars" and deeply discount them below the cost of the correct items. It would be okay to make them "final sale" as long as it is clear to the customer that they are getting damaged goods!

Anyway, it's a good idea to always carefully inspect any bag before buying - especially purple dot, large, op art sophias in clearance!
 
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#4
What a shame! I felt let down when I went to my fp boutique to shpw the SAs my crimson sophia - the Coach logo was covered by a thin layer of enamel. They looked at it and I showed them the logo on other bags - shiny, perfect- and one of the SAs said "oh, maybe is just the style of this one" WTH? I felt like she belittled my concern. They ended up sending it to JAX for repair and I will need to wait 4-6 weeks.
 
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#5
I am not surprised that a manager responded to you in that manner, katev. i really have found my encounters w/ one particular manager to be very sour lately. it's as though she resents my frequenting the store and browsing for/purchasing items. i am not even a frequent returner, and if i do return i do not delay so they can sell the bag to someone else asap. anyways, i think that is really sad what you have shared. service at the outlet we go to seems to be on a steep decline.
 
#6
proffashionista said:
I am not surprised that a manager responded to you in that manner, katev. i really have found my encounters w/ one particular manager to be very sour lately. it's as though she resents my frequenting the store and browsing for/purchasing items. i am not even a frequent returner, and if i do return i do not delay so they can sell the bag to someone else asap. anyways, i think that is really sad what you have shared. service at the outlet we go to seems to be on a steep decline.
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its not just your outlet, its mine too.. the manager at my outlet is so incredibly rude! she just comes off as a complete b*tch! whenever i ask about bags they try to route me to MFF bags, ill be like did any new deletes come in and they will say why dont you try this bag instead, or give me an attitude if i ask them to go in the back to look for something.

i asked the SA to look up a price yesterday and he rolled his eyes at me and walked away. I hardly do any of my shopping at the outlet anymore and these are some of the reasons!
 
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#11
It is upsetting to receive poor service like that. Even at the outlet clearance prices, these bags and accessories are still not cheap and we spend a lot of money there. I would expect to be treated better than that.

But another thing that I find disturbing is that JAX actually sent these defective bags to the outlet!!! I would think that to maintain their "commitment to enduring quality," that they would either repair those bags before selling them, or destroy them. What is up with Coach selling seconds???
 
#13
I think the aggressive discounting at the outlets, as well as the mff goods and the selling of irregulars at the outlets (without marking them irregulars) will end up cheapening the coach brand and will cannibalize and hurt their fp sales in the long run.

Coach needs to remember that if the outlets get a reputation for selling cheap, inferior goods, then eventually that reputation will affect the brand as a whole.
 
#14
mfitzsimmons87 said:
its not just your outlet, its mine too.. the manager at my outlet is so incredibly rude! she just comes off as a complete b*tch! whenever i ask about bags they try to route me to MFF bags, ill be like did any new deletes come in and they will say why dont you try this bag instead, or give me an attitude if i ask them to go in the back to look for something.

i asked the SA to look up a price yesterday and he rolled his eyes at me and walked away. I hardly do any of my shopping at the outlet anymore and these are some of the reasons!
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Wow, that's too bad and i'm sorry you are having equally poor customer svc experiences at your outlet. your post makes me wonder if some SAs or managers resent those of us who do not buy much or any of the MFF stuff? And what your SA did during the price check request is just plain old unacceptable and rude! Wow.

katev said:
I just sent an email about my "special bag" encounter to Coach Customer Service. I'll let you know if I get a response.
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I'm curious if you get a reply and if so, what they say!
 
#15
I purchased an ocelot Audrey a few months back in a fp boutique. When I showed it to my DH he noticed that the logo was upside down! Of course I brought it back. No one in the boutique thought it was "special". The SAs in my local outlet (Riverhead) are a pleasure to deal with but I have been to others that were downright awful. (Lancaster, PA) I don't know what they think they will gain by treating customers so badly.
 
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