What is wrong with costumer service??

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abwd

abwd

O.G.
Jul 25, 2008
3,520
7
#1
So I called JAX today to put in a VERY large order with my PCE. I would almost say a stupid order because I know what I ordered will probably be at the outlets sons. However, I don't have much time for bag stalking so I called with my order.

Whomever I got on the phone was incredibly rude. I asked about any info on siding for a $900 leather jacket and the response I got was "well, it is on the website, didn't you check?" Well, yes I did and there was much info. The conversation continued with insanely rude responses to my questions.

My gosh, I couldn't believe how rude the salesperson was for such a large purchase. I am shocked. And unfortunately not surprised why second quarter earnings are down.

Sorry for the rant, but seriously, I would expect better for the amount I spent. Part of me is so upset I feel like returning everything! I do love Coach, but I hope they work on some consistency and training with their customer service.
 
#2
I'm sorry this happened to you. I get much better personal service by calling a store to place my order. You can do this even if they don't have it in stock.
 
#3
You should call back and ask to speak to a supervisor to report the issue. In a call center environment, there are often hundreds of employees working. Unfortunately, there are sometimes poor performers. If you call and let a supervisor know of your experience, they can look up the call, review it, and provide the appropriate corrective action to the person to whom you spoke.
 
#4
Or even order online and use the chat specialist. I think some of CS people at JAX are not Coach-obsessed; it's just a job for them. Whereas the online chat specialists all seem to be Coachies.

I'm excited to see what you got--especially the jacket! I have a leather jacket obsession.
 
#6
I am not sure if they have much more info than what is on the website - just like the chat reps. But...VERY rude! They should at least pull up the information and attempt to answer your questions. Hope you like what you ordered when it arrives!
 
#7
I have to agree with this sadly - placed a couple of calls to the main customer service line last year and was extremely frustrated by the people I talked to.

In contrast every single call I have made to Coach stores (both in the US and UK) have been answered by very lovely SAs who have been more than happy to answer all my questions!
 
#8
abwd said:
So I called JAX today to put in a VERY large order with my PCE. I would almost say a stupid order because I know what I ordered will probably be at the outlets sons. However, I don't have much time for bag stalking so I called with my order.

Whomever I got on the phone was incredibly rude. I asked about any info on siding for a $900 leather jacket and the response I got was "well, it is on the website, didn't you check?" Well, yes I did and there was much info. The conversation continued with insanely rude responses to my questions.

My gosh, I couldn't believe how rude the salesperson was for such a large purchase. I am shocked. And unfortunately not surprised why second quarter earnings are down.

Sorry for the rant, but seriously, I would expect better for the amount I spent. Part of me is so upset I feel like returning everything! I do love Coach, but I hope they work on some consistency and training with their customer service.
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I usually hang up and call again when this happens. Then I mention the previous rude service, or send an email.
 
#9
sky8713 said:
I have to agree with this sadly - placed a couple of calls to the main customer service line last year and was extremely frustrated by the people I talked to.

In contrast every single call I have made to Coach stores (both in the US and UK) have been answered by very lovely SAs who have been more than happy to answer all my questions!
Click to expand...
I was going to make this exact distinction myself...such a contrast between the main CS I've encountered when I've called (all but one were below average in their attitude and at most average in the actual info/help I received; the first time I figured I'd just gotten the exception, but for me, that seems to be rule, sadly) vs all the SAs I've spoken to at FP and Outlets, who have pretty much all gone above and beyond to help me, while being extremely pleasant. I find this strange because, in my general experience, I've tended to see the opposite with other retailers...very puzzling.
 
#10
I've never placed a phone order with JAX. I almost did once -- I wanted to exchange a bag I had received for a different one and was told they would not honor the PCE I had used on the original order. I told them to forget it (politely) and just went through my usual SA instead :)
 
#11
jane said:
I've never placed a phone order with JAX. I almost did once -- I wanted to exchange a bag I had received for a different one and was told they would not honor the PCE I had used on the original order. I told them to forget it (politely) and just went through my usual SA instead :)
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I was told that as well. I asked if my jacket didn't fit, if I would return it and apply the PCE to something else and she told me absolutely not. I work with someone who was a SA at a boutique and she told me that wasn't true at all and I should take it in to a store manager and they will find a way to help me.
 
#12
rainbowsprinkle said:
I was going to make this exact distinction myself...such a contrast between the main CS I've encountered when I've called (all but one were below average in their attitude and at most average in the actual info/help I received; the first time I figured I'd just gotten the exception, but for me, that seems to be rule, sadly) vs all the SAs I've spoken to at FP and Outlets, who have pretty much all gone above and beyond to help me, while being extremely pleasant. I find this strange because, in my general experience, I've tended to see the opposite with other retailers...very puzzling.
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It is mind-boggling really. This just goes back to the discussion about why Coach isn't trying harder to keep loyal customers--and a loyal customer who was buying $600+ items. I wasn't trying to pull a fast one and I have never returned a bag in 20 years of Coach shopping (except for the damaged gigi that turned yellow).
 
#15
When I hear in someone's voice they don't want to help me whether its on the phone or in person I refuse to give that person my sale. I tend to shop with one SA only at FP and one SA at outlet. I also have a person I deal with directly at Jax. All that said it still does not change the fact the rep should have been more helpful. I however do not think Coach's customer service has anything to do with their low sales. I personally think that with the generous return policy and the PCE/Outlet sales they are better than most companies we deal with customer service wise.
 
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