Same thing happened to me when I ordered a Clay GIGI, only mine was never found and a replacement was sent....but the replacement was horrible looking, like it was a return order. When I went to the coach store to exchange for a Hamptons Vintage Carryall....they said...we can't, because this replaces what I originally purchased and they didn't know if we were lieing about the missing bag. They basically called us criminals....My husband to BE was very upset in the store....especially since he had purchased a Alligator Miranda a couple of weeks prior along with other stuff throughout the year......COACH was not helpful, and we ended up with a Better looking GIGI, but we have swore off coach for a while....well atleast til the new collection.....I am obsessed with COACH!