It seems to me they may have recently changed it to 1 year. Have you reached out to them?
Thought Coach had a lifetime warranty?
- Thread starter lethean
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It seems to me they may have recently changed it to 1 year. Have you reached out to them?
They have recently changed their warranty to one year. If I were you, I would send a letter to corporate, explaining that there was a lifetime warranty when you purchased the bag. What repair did your bag need? They have never repaired normal wear and tear. Generally only the hardware was guaranteed for life. However, I had a bag with a broken zipper that they wouldn't repair. I think a zipper is hardware but I guess they didn't agree. Last year, they replaced a turnlock and resewed a handle onto a bag when I sent it in.
Is the one year starting on new purchases or applicable for all purchases before the policy was changed? I bought a bag for my sister last year in Oct. this year (today) she told me that the handle broke off- it was one of the saffiano totes. I would think that would be repairable and not from "normal wear and tear" because I've never had a handle break on a bag. I guess I would have to call and see what they could do before wasting money on the postage, but I was just wondering if anyone recently had any success with repairs outside of this new one year policy. I was at the outlet a month or so ago and when they were telling me about the returns changes I asked about the repair policy changing and they said it had not, go figure though, they couldn't even agree on what the new return policy was... I just feel bad that i got my sister a gift and it didn't even last a year.
I asked an SA yesterday and was told that if a bag is within the 1 year purchase window, they will send the bag in for repair (after evaluation) for free. If it is after the 1 year purchase window, you need to pay $20 to have the bag sent in. I thought there was always a $20 fee, so I'm not sure if what I was told was correct, but I know this SA is not new, so I would hope she would have the correct information. I guess all I can do is get the bag from my sister and take it in for "evaluation" and see if it is worth it to send it in. The only think I am worried about is I think my sister may have tried some DIY things to repair the handle on her own (lol.. she is not a purse person, so I imagine there might have been glue involved?!), so I just hope that wouldn't affect the ability to have the repair done. Either way, I bought her two new bags to choose from, a new madison saffiano tote which would be similar to the old one, or a saffiano riley. The riley looks like it is more durable for than the tote, so hopefully she chooses that one lol.
That's very sweet of you, you're a good Sister
Too funny!
(lol.. she is not a purse person, so I imagine there might have been glue involved?!)
I hope everything works out!
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I bought my Madison Minetta bag in April this year, by July a zipper pull was falling off and the crossbody strap was becoming disconnected from the purse. I've switched to different bag since the damage and today I am finally bringing it in to the Coach store to see what they will do for me. Wish me luck. This was my first ever coach purchase and so far, I'm pretty disappointed in the investment.
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I hope they are able to help you! That is terrible for your first purchase! Since its this year you bought it they should send it in for free to be repaired or just replace it, that's what I'm hoping they will do for my sisters bag. Let us know how it goes!
If repair is necessary within the 1st year after purchase, there's no charge. If it is a manufacturer defect, the bag will likely be replaced if still available. After the 1 year is up, there's a $20 "evaluation" fee for the repair service. If it isn't repairable, you get issued credit toward a new item.
Bear in mind Coach does not clean, re-dye, or "refurbish" bags, and won't repair normal wear/tear from usage.
If you take an item into a store to be mailed in for repair (you can also mail it yourself), I strongly recommend taking it into a full-price Coach boutique & not an outlet. My experience working for Coach online is that the outlets don't seem to know the repair policies as well, and a lot of customers get turned away.
Bear in mind Coach does not clean, re-dye, or "refurbish" bags, and won't repair normal wear/tear from usage.
If you take an item into a store to be mailed in for repair (you can also mail it yourself), I strongly recommend taking it into a full-price Coach boutique & not an outlet. My experience working for Coach online is that the outlets don't seem to know the repair policies as well, and a lot of customers get turned away.
I see that the 'lifetime' warranty Coach refers to is the lifetime of the product. And where is that defined? I define lifetime as usability and so as long as it is usable the warranty applies. What's your reply, Coach?
Are you a Coach rep? Years ago Coach store told me in writing that the bag was warrantied against 'fading' and I have this in writing. It was part of the instructions to the Coach polishing kit bought separately. When the bag faded, Coach failed to honor its word.
^ I work as an online chat representative for Coach.com. To the best of my knowledge the repair service doesn't cover fading or discoloration unless it is an obvious manufacturer defect (as in, a new bag with a significant fading issue). I always suggest that customers take their bag into the store for evaluation by a store manager, since they can see the bag in person and get a better idea than we can through chat or CS by phone.
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Can you give me some idea then of the lifetime warranty and what it means? Sure seems deceptive. Tully hats give a lifetime warranty and mean lifetime of the owner. So why is it different for Coach particularly as Coach sales people misrepresent it in the stores?
What repair did your bag need? As whateve stated they do not fix normal wear and tear. That is fair IMO as otherwise no one would have the need for a new bag.
The bag had a severe fading of the leather to the extent that the exterior was tan, actually tan, and the area covered by the flap was the burgundy it should have been. The written instructions actually state: "the patina will darken over time" and it did the opposite. So I wanted the bag redyed or replaced. The lifetime warranty states that I will get a new bag or money back. BTW, I have all this in writing from Coach because I was suspicious and saved the documentation. Also, Tully hats do honor lifetime and I have had the hat replaced three times as it ripped in the washer from fabric fatigue. So yes maybe the bag should be continuously replaceable as other manufacturers honor their warranties. That would explain why Coach has watered-down its warranty over time. But mine is the old warranty and Coach should honor it as that was the purchase contract. Or perhaps I should just go to my neighbor who works for the Washington Post and have their consumer affairs reporter call with a follow up article in WaPo. Anyway, from my position I have all that I state in writing from Coach and would be glad to fax it to any number you provide.
Sounds like there is probably more to your story.....typically if they deem a bag not repairable they provide 40% off a new one. I have never heard of them redying a bag. I would not expect them to do that.