I just got the letter

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#46
^^ That's funny, I do the same thing, stick the receipt in the pocket of the bag.

I returned two bags without a receipt. The one I lost they didn't even blink an eye at because my SA remembered me buying the bag. I could have produced the receipts for the damaged Carleys but they never asked for it. I just don't understand how they came up with eight. I know some of you might think that there has to be more to this story, but there really isn't. I don't really care about not being able to return without a receipt - I'm worried about my reputation and what is "says" about me as a customer, as I imagine something is now going to come up on my profile when I make a purchase in the future.
 
#47
Looking at this from Coach's point of view, I can understand since returns cost them a lot of money (and the cost is passed down to us as the purchaser of Coach products). Normally people don't have a lot of returns, especially without a receipt.

In the case of damaged bags, someone could be buying damaged $20 bags off ebay and returning them for full credit. Of course I'm not saying maxsmom did this.

Or buying bags at the outlet and returning to FP stores for full credit.

We've actually seen people on this forum admit to doing similar things, and though they say they were not intentionally trying to deceive, the outcome was the same for Coach - lost money.

I don't agree that Coach should refuse all returns without a receipt. Most of us probably keep our receipts for a while, but things do get misplaced and if I need to return something occasionally with no receipt, then it's only good customer service for Coach to try and accommodate.

I think all stores are trying to cut down on these return type loses as mentioned above. Some are getting really strict which I see as going overboard and hurting their sales. So I'm thinking the losses are pretty great.
 
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#50
I think most of the larger retailers have had pretty liberal return policies, just good customer service.

I don't see why the regular loyal customer should be penalized if they need to return something without a receipt once in a while just because some few people abuse the return policy (again not directed at OP)

I throw all my receipts & tags in a large envelope, so at least I know where to look if I need one. I had to return something recently and I had the receipt and the tag paper clipped together and the SA commented on how organized I was. I didn't mention that I wasn't really that organized, but as I tell DH, I know where to look when I need something, LOL.
 
#51
90046 said:
Re: damaged/defective bags:

I've sent in bags for repair - without receipt.
And sometimes have been issued credit.

Is it good to send receipt with the damaged bag?

What if the bag was purchased at a dept store?

Does a dept store receipt "count" as a receipt?
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As long as the bag is auth, it doesn't matter where you purchased it...they would have to deal with the repair, and you could submit for repair and use any repair credits issued even if you had any type of ban letter. With some brands, like Chloe, you sometimes have to prove that the bag was purchased at the boutique in order to get them to deal with it (it's hit or miss, but mostly miss), but that is not true of Coach. You would simply turn the item in for repair.

It seems to me, and partial guessing here since I don't know for sure if the process would be the same for an order that was received damaged and you return right away vs an actual defect that is discovered later and you go back for repair (like the fraying Carly, which they issued credits on the spot)....but the problem may come in when the "credit" is issued on the spot before the bag is sent off for repair (or rather, in lieu of that), and so if you technically do that return without receipt and the SA selects "changed mind" for the return. It would appear you did a return without receipt on the books, I guess. For ex, when I first received my Audrey, it had some fraying, so I returned it with receipt, and it was damaged out. The receipt shows that, though- "08-Damage". So, I guess if the customer did not have the receipt, and SA did not damage the bag out properly, but rather selected "changed mind" like some ladies report, it might count against you if you get that credit toward another purchase. So at that point it's more like a merch credit than repair credit. For my case, they just used a damage tag that was separate out of a drawer (I don't see anything printing out with the receipt at all that shows the item is damaged...or they didn't use), so if they hadn't chosen "damage" and put "changed mind", they could still use the damage tag. It doesn't make sense to me since I think that should go back to regular inventory like that as a regular return? Or I guess they do that separately.

But here is the general repair policy copied from online:

Repairs

Does Coach offer a repair service?
Coach products are made to ensure satisfaction and service for the natural life of the product. If, during its lifetime, your item should require repair, we offer a repairservice for many of our products. There is a shipping and handling charge of $20 (plus tax, where applicable) for each item submitted for repair. Please be sure to ship your item by insured, traceable means, such as UPS insured or insured mail. Please send to:
C O A C H
Attn: Repairs
One Coach Way
Jacksonville, Florida 32218​
Be sure to include a note with your address, daytime phone number, email address and instructions, or use our Repair Service Request Form which you may print and send in to Coach along with your repair.
 
#52
damage ticket prints out at the very end if selected
then you staple that to the damage tag
you can write it on a tag

but if you do damaged out on the computer it will not show up in inventory I believe it is only still in there if you had to damage it out with a paper tag--and will still be in the system until you damage it out with the inventory gun

so damaging out like I said, does make a difference
 
#53
I just looked at my receipt for my damaged camel audrey and it says 07-Damage QI replacement. So I think that when you bring back something for quality issues it should go through differently. Your carly's shouldn't be included in this return count.
 
#54
Then they are smoking something or there is a serious issue with their system because there is absolutely no way on this green earth that I returned eight bags without a receipt.
 
#55
I find that the "letter" is pretty random...

I have purchased and returns tons of items, with and without recepit and I have never even had a return issue let along the letter..
 
#56
maxsmom said:
Then they are smoking something or there is a serious issue with their system because there is absolutely no way on this green earth that I returned eight bags without a receipt.
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This is why I think you should call them and ask for the breakdown of the 8 bags. It sounds like it might even be that your info is confused with someone else's! If it's not accurate, then you want to sort that out for sure. I hope they make it right for you!
 
#57
MaxsMom: Can you post the text of the letter, of course leaving out names and personal info. I think most of us here are more familiar with the buying too many bags/reseller letter opposed to yours which is specific for returns. Thanks so much and so sorry this happenned....hope it works out somehow
 
#58
pickle said:
here's an idea for Coach, instead of banning people from returning w/o receipt, why not just say "receipt required" for returns/exchanges.

It makes NO SENSE to let people do it, and then say - well we let you do it, but we are punishing you now for OUR choice to let you do it in the 1st place.... Common sense, Coach?
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I totally agree with this statement.

I want to share my friend's experience with you all. I know what happened so well because I'm her "shopping buddy" and she was so distraught over the whole situation that she was calling me twice a day to talk about it. It made her so stressed and upset for about a month at least.

One of my very good friends received the exact same letter the OP did. This was about a year ago. The letter came out of the Coach FP (Fraud Prevention) department in New York. It stated that she had returned too many items in the last year without a receipt and that Coach will no longer accept returns from her without a receipt. FYI, she only shopped at the retail store, not the outlet. The letter stated a number and $ amount which was way higher than what she could come up with. So, just like the OP, the Coach letter states she returned more bags than she really did.

She was furious and embarrassed and tried calling the Coach person who signed the letter. She tried reaching him repeatedly and it always went direct to voicemail. I think he finally called her back 1 month later and made the whole situation sound like it was no big deal. It sounded like maybe the "letter" could be triggered by either number of items or dollar amount. So you could return maybe just a few items but if the dollar amount is high enough, you could get the letter too. Anyway, this Coach FP person said he was "in the field" or something and couldn't help her verify the number and amounts in the letter. He said she was more than welcome to continue shopping at Coach but cannot make more returns/exchanges without receipts.

The thing is, Coach and the letter made her feel terrible. The fact that it came from the fraud prevention department made her feel worse, almost criminal like. the sales people were the ones who allowed her to return some of her bags without receipts. If this was going to cause such an issue, they should have told her before going through with the transaction.

The Coach fraud prevention person did state that one of the reasons they don't allow people to do this was that some customers will buy stuff using the PCE (25% off) and then return without receipts to get merchandise credit at the full price before discount. something like that. not sure why people would do that but that's what he said.

The final nail in the coffin and why she no longer shops at Coach is that apparently they also faxed this letter to all the Coach stores in the general area where she lived/shopped at. The manager at her favorite store brought out the letter and showed it to her and told her that the letter was faxed to all the stores in the area. She was so embarrassed she never shopped at Coach again.

I think the whole thing is handled badly by Coach. If your policy (on the receipt) clearly states that returns without receipts will be accepted, then don't send a letter out like this to customers who have done it (or did it one time too many for your liking). Or better yet, just make it a policy to not accept returns without receipts.

Just wanted to share her experience with you all.
 
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#59
I know people are loyal to Coach and sometimes it's hard to see all the other brands out there, but I hope the people who are treated like this protest with their dollars and quit patronizing Coach's stores. Receipt or no receipt, I don't want to shop somewhere that treats me like garbage.
 
#60
OP, I am very sorry you got this letter!
I know one person who got this letter too and she was not a reseller, just a Coach lover! The only thing Coach accomplished was to make her not want to buy more Coach. So she moved on and got rid of all her Coach bags!
If I ever got any letter like this one, I would sell my Coach bags and never look back!
 
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