Just read the many posts before this one. Clearly a common theme at Coach about returning in a store
. It is a bummer they are doing that.
Next PCE? Anyone knows when?
- Thread starter hunnylovescoach
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. It is a bummer they are doing that.I’m guessing it makes a difference in their bottom line numbers..If that’s the case, they should amend their return policies instead of making the customer feel like they’re doing something wrong. Complete turn off for me. $37.50 (1/2 price) for a plastic charm! Something not right with me either..lol
[emoji34] [emoji35] [emoji55] I'm sorry this happened to you. That is no way to treat a customer! Good for you for reporting it in writing!
I had a Store Manager tell me to pick one store and shop there. ( I had like 2 returns and and exchange I did at her store. The other two bags were bought at 2 different Coach stores.) I told the manager each store has different bags. I was so mad that I refused to shop there for a long time.
The manager is still at that Coach store.. I don't know how because she is so fake and rude. I did later tell the DM about her so not sure if she got talked to. Next time I came to the store, the manager was sickingly sweet to me.
The manager is still at that Coach store.. I don't know how because she is so fake and rude. I did later tell the DM about her so not sure if she got talked to. Next time I came to the store, the manager was sickingly sweet to me.
I wonder if it's getting a lot harder to work at a boutique lately? Like is Coach putting much higher expectations on the stores? Seems like we have all been experiencing problems with returns or pushy SAs. My local boutique is tiny and has always had a tiny few SAs that have been there for years mixed with the rest that last less than 6 months. Recently it's been an entire new group, including management. I went in with an exchange a month ago and I swear the poor SA looked so distressed over it until I said "no worries, I'm exchanging this for 2 others plus some accessories ". It was like instant relief for her to find out she wouldn't be taking a hit. She's new and very, very sweet so I doubt she would have pushed against my return but it was kind of shocking to see how worried she was at first.
That's too bad that the employees have that pressure of online returns affecting their store's bottom dollar. It's not just Coach that does that, my daughter used to work at a Lucy store and they had a regular customer that would order a couple thousand dollars worth of merchandise online every few months and then return about half of her purchases back to the store. It was frustrating to them as it went against their sales for that month. I don't understand why companies do that to their employees. Maybe to pressure them to persuade the customer to make an exchange rather than a return?
I also think that if their goal is for an exchange they have to learn by being rude no one is going to want to buy something. You have to have the skill of showing the customer you understand their concerns and then turn it into a sale. You can’t treat someone like I was treated and then expect a sale. That is ridiculous. And as I have stated, it turns customers away for good. For example, the bag I have been wanting I could have bought there but bought at Macy’s.
This is so true. If they listened to your concerns about why you’re returning they could use that info to steer you toward something that would address those concerns and maybe then the transaction into an exchange rather than return. If a SA is rude to me I just want to get out of the store and not finish shopping.
Well, the store I went to had a SA that was more devious; he said he'd help me, then took the items to the back. There I was standing and wondering why he can't just do it at the front registers, when he was secretly processing/packaging them back for JAX. If it wasn't that the return at the warehouse went relatively smooth, or that I had business at the city anyway, I would have been irretrievably peeved; keep in mind I drove 2 1/2 hours one-way to get to the boutique.
Needless to say, it really turned me off and I was sure not to buy anything, nor at the two Kate Spade stores that did the same. When I called customer service at Coach and KS, the agent assured me online purchases can be returned at the stores, and there was no reason why they couldn't be processed there. Some brick and mortar places just care too much about their numbers to actually help customers; well, guess what, I'll do all my shopping online then. Unbelievable!
I am going to return a store bought item and waiting for a Coach ambassador to be available after 11. I just am not in the mood to go to the store and hoping if I explain yesterday’s experience they will let me mail it to Coach.
When I called back I got what I think is a regular rep who said I could definitely return and she sent me a label. I am not sure if she was a rep or ambassador but either way I got what I needed.
I'm glad it worked out but unfortunate that so many of us have hoops to jump thru.
Curious...I had a previous SA who "hinted" that if I returned something bought in store to JAX via return label, the store wouldn't take the return hit. Is that true?
I have a wonderful SA now but I'm also very particular about my purchases. If I'm not 100% certain I'll keep, I order online.