Sooo irritated about this! I know my fellow Coachies will understand

[LuvsElvis]

I wonder if the Coach associates were told to return a handbag and accessories without asking too many questions for fear of customers not returning to Coach and telling their friends not to shop at Coach.
I worked in Customer Service at Kohls. I wouldn't do an even exchange on a pair of pants that a man brought in - a penny difference but I was following the rules. My manager pulled me into his office and told me that I should have done it. He was afraid that the man would go and tell his friends not to shop at Kohls. As far as returns, I would ask people if there was anything wrong with the item they were returning. Most people were honest and said no - tags were still on the item. Other people would say there was nothing wrong with the item but I could tell it had been clearly worn -smelled like smoke or it was dirty. I would defect the item out. Kohls would get some credit from the vendors for the returns. Loss Prevention would come and question on a few returns as my fellow associates would return items from other stores that Kohls never sold. Luckily, I loved to shop so I knew most of the brands from Macys, Herbergers, Nordstrom, TJ Maxx, Marshalls, Target, and Walmart.

Lynne

 

[Jardin de Lis]

I wonder if the Coach associates were told to return a handbag and accessories without asking too many questions for fear of customers not returning to Coach and telling their friends not to shop at Coach.............

Those are my thoughts exactly. The girl never bought Coach before, and if they give her a good experience she may change her mind in the future and shop with them again, or at least not have anything bad to say about them to anyone else.

 

[COACH ADDICT]

Yes that is pretty bad and totally gross.. This is one of the reasons why the Coach Stores in Miami have gotten so strict with returns.. People do this kind of things and it is wrong..

The Sales person might have been new because in my stores if I do a return at the Outlet the SA need manger approval and that manger inspects the bag and the receipt.. At the FP store they do not take anything from the Outlet and they know which ones they are even if you do not have the receipt..they also inspect the bag and if it is not the Manager that takes the bag they require there approval also..

With all this said it is just said that people still do this kind of tack and negligent act..

 

[buttercup784eve]

Those are my thoughts exactly. The girl never bought Coach before, and if they give her a good experience she may change her mind in the future and shop with them again, or at least not have anything bad to say about them to anyone else.

I think that's exactly what Coach is going for. It's good for business to have a customer friendly return policy as long as it doesn't cut into the bottom line. But it's still Coach's responsibility to discard returns or mark them accordingly if they are put back on the floor.

Honestly, as long as the bag looks pristine, I wouldn't even care if I got a return. It's better than a display IMO.

 

[bunnymasseuse]

Either a person can blame Coach for allowing returns that don't fit their own rules, or we can blame the people who attempt to return things that have been used and are no longer new and unused as Coach requires for refunds. Both are guilty in that scenario yes? If a customer, like one of us, was really peeved enough at Coach's actions wouldn't we stop buying their product? Don't we by continuing to buy their products basically keep telling them we are ok with how they are running things? If someone was truly that offended by the lack of enforcing a policy then I'd assume they'd stop buying the brand.

How many posters on here have stopped buying Coach period because they don't feel that Coach enforces their return policy appropriately? I've seen many posters state they were leaving the brand for one reason or another, and quite a few have come back to Coach.

 

[notoriousliz]

After letting this thread marinate for a few days, and coming back to read it I believe you ladies are correct in saying that the store was probably placed in a position where they felt they had to take the bag back. I think, for me, I'm definitely more irritated with the girl that did the returning. I just find it kind of trashy. It totally reminds me of girls who try to return a prom dress after wearing it. And I guess I'm a little embarrassed because I know the girl and the SAs know me very well.

I just have too much respect for the brand to feel ok about what she did. Especially the smoking thing. And I feel fully allowed to say that. I'm a smoker too.

But I guess, at the end of the day, it's really not my problem. I just needed to vent when I found out about it.

 

[buttercup784eve]

Either a person can blame Coach for allowing returns that don't fit their own rules, or we can blame the people who attempt to return things that have been used and are no longer new and unused as Coach requires for refunds. Both are guilty in that scenario yes? If a customer, like one of us, was really peeved enough at Coach's actions wouldn't we stop buying their product? Don't we by continuing to buy their products basically keep telling them we are ok with how they are running things? If someone was truly that offended by the lack of enforcing a policy then I'd assume they'd stop buying the brand.

How many posters on here have stopped buying Coach period because they don't feel that Coach enforces their return policy appropriately? I've seen many posters state they were leaving the brand for one reason or another, and quite a few have come back to Coach.

In fact I would argue that the lenient return policy is what brings people back a lot of the time. But I still think the responsibility falls on the store more than the returner simply because there would be no reason why anyone would get angry at a returner unless there was a chance they might end up with their used bag. I think that's where the anger surrounding this topic comes from.

But Coach is not the only retailer guilty of this, so it wouldn't turn me against the brand. I think a store can have whatever rules it wants about returns, they just shouldn't pawn off uninspected returned items as new. I would 100% support a discounted 'returns' shelf at the outlet though. Especially if it included bags still in the boutique.

 

[bunnymasseuse]

But Coach is not the only retailer guilty of this, so it wouldn't turn me against the brand. I think a store can have whatever rules it wants about returns, they just shouldn't pawn off uninspected returned items as new. I agree with that statement. I would 100% support a discounted 'returns' shelf at the outlet though. Especially if it included bags still in the boutique.

I'm not sure I would support it, because much of what we see right now... where people are abusing the system would occur in that situation too.

I mean a person could coordinate to buy something at FP, then "use it" and return it to the boutique, knowing full well I'd be placed in the discounted returns shelf at the outlet and then their friend could pick up the same FP bag for less because they conspired with someone else so that the price was more affordable. Crazy? No more feasible a situation than those that return FS items for merchandise credit if it's not repairable.

 

[buttercup784eve]

I'm not sure I would support it, because much of what we see right now... where people are abusing the system would occur in that situation too.

I mean a person could coordinate to buy something at FP, then "use it" and return it to the boutique, knowing full well I'd be placed in the discounted returns shelf at the outlet and then their friend could pick up the same FP bag for less because they conspired with someone else so that the price was more affordable. Crazy? No more feasible a situation than those that return FS items for merchandise credit if it's not repairable.

True, but they could fix that problem by not sending the returns to the local outlet. Don't rain on my parade, Bunny! Lol

 

[bunnymasseuse]

True, but they could fix that problem by not sending the returns to the local outlet. Don't rain on my parade, Bunny! Lol

Lol, no, not trying to rain. But I've already seen people returning FP bags to the outlet for the discount they give from the coupons that are in the outlets... so it's not like that scam of sorts isn't already in action.

 

[LoveHim]

Ladies,

I understand your frustrations, and idk if someone has already said this or not, but the employees are not happy about this either.

Clients have clearly learned that "the customer is always right" mess and have taken advantage of it. Should COACH stop this? Yes, but does this person usually buy more bags than they return? Yes, and sadly they think they are entitled because they "spend money" with COACH.

Also, the boutique is uber rude for displaying a visibly worn bag.

But 99% of the time, the employees have to take the bag back, because if the client calls the DM or customer service the will have to take it back anyway.

 

[bunnymasseuse]

Ladies,

I understand your frustrations, and idk if someone has already said this or not, but the employees are not happy about this either.

Clients have clearly learned that "the customer is always right" mess and have taken advantage of it. Should COACH stop this? Yes, but does this person usually buy more bags than they return? Yes, and sadly they think they are entitled because they "spend money" with COACH.

Also, the boutique is uber rude for displaying a visibly worn bag.

But 99% of the time, the employees have to take the bag back, because if the client calls the DM or customer service the will have to take it back anyway.

I don't think any of us have any qualms about exactly who's requiring these returns to be accepted... we as customers don't like the practice and I'm sure employees don't either.

However, it's much like how the coupon scenario started at the outlets. Once you start a practice like the coupons (or the returns), it's almost impossible to stop that train once it's left the station.

 

[lov]

Im quite shocked they accepted the return. The receipt clearly states returns must be unused. I have been in line behind people who have had their returns rejected because they were used. At least one of the outlets i know of , thoroughly check the items for wear and dont accept things that have had tags cut (unless defective).

 

[gsmom]

Today I listed a bag on one of the sites as pre owned, which I had used for ONE day, literally. I coveted the bag originally because of the color and thought I would live with the style of bag. Turns out I can't do it. I don't want to trade the comfort of a bag I like to carry for whatever it looks like. This was a $300 plus bag, and there are others listed, so I will be lucky to get back half. I still had the dust bag and the paper tag is tucked into a pocket. If only I felt OK with asking an SA to accomodate me....

 

[biglittlefish]

Sooooo in response to your comment I have the red poppy highlight Large with the flowers, this is my second one, the 1st one had some kind of dent on one of the petals just after 4 days of use, NOW i'm on the second one and after 3 weeks of use one of the petals is like tearing on the edge. Now the purse is sold out all over so if I take it back I do not get a new one and I really like the bag, but again its an expensive bag so it should be in immaculant condition for a long time! Not tearing. I'm torn on what to do, whether to take it back or just deal with the flower. Its my favorite bag I love it but not happy with the tear.

I know what you mean same thing happened to me with a spotlight python Itt had messed up leather spots and when I took it back it was sold out. They gave me the credit but I am really picky and when I make my mind up and really buy one thats the one I have my heart set on so I have to start the picking out again and it is a long process. Good luck !! maybe You should take it back. Oh I saw on coach in japan they still have it for sale but I don't know if us in the usa can have it ??? You migh be able to find someone to sell you one?? Ebay maybe