What is wrong with costumer service??

[ClassicShopper]

Most businesses have no idea that their employees are giving bad service until something blows up. I'm sure Coach would want to know of your experience. I've had fantastic JAX reps and a few bad ones, like any other business. If you get a bad one, I wouldn't hesitate to tell them directly that you are going to hang up and call back for someone else solely because of their rude behavior.

 

[tannedsilk]

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.

Exactly!

I was in Macys yesterday and asked a SA about placing a order for an online item - she acted like it was too much work. So I let her look everything up and give me the final price then told her i'd be back - hope she's not still waiting......

 

[scootscoach]

I would email Jax about your experience.....unfortunately we do run into very rude representatives and most companies want to be made aware of it! However, I also have emailed JAX about representatives that have gone above and beyond in their help when I have been visiting stores, chatting with reps through the instant chat, or calling a rep in JAX. I think it should go both ways!
However, I would have been very discouraged, too, if I had experienced the rude rep while trying to place an order (large or small!)....
With that said....hoping you do a reveal of the leather jacket!!!! Cannot wait to see what it looks like in "real life"!

 

[abwd]

Well, the JAX rudeness doesn't seem like such a big deal now that three people were killed at my mall. I was going to go this morning to use my PCE and take one last peek. Needless to say, I won't be going there this weekend or probably anytime soon. I am feeling blessed that I decided to call in the order from work yesterday because I am impatient.

 

[treasured]

Well, the JAX rudeness doesn't seem like such a big deal now that three people were killed at my mall. I was going to go this morning to use my PCE and take one last peek. Needless to say, I won't be going there this weekend or probably anytime soon. I am feeling blessed that I decided to call in the order from work yesterday because I am impatient.

That is the mall you go to? How unbelievably horrible. I'm glad you didn't go and yes, it puts everything in perspective.

With regard to returns, the SAs at the mall I go to always let me have the PCE price on something new if I'm returning something. They just need to put it on the same transaction.
I can certainly understand your reluctance to go into that mall again though. I hope the jacket fits you and it won't be an issue.
They do not have specific measurements on the jacket, length etc. online or at JAX. It would be helpful to have especially when they are not available to try on at the store.
I found my leather moto jacket to be pretty true to size, slightly roomier in the shoulders than some extra small jackets I have tried. Good luck and do a reveal if you can.

Thank goodness you are impatient and didn't go back to the mall today. Hugs to you!

 

[Zelda23]

It's possible she was just having a bad day. I really wouldn't take it too personally, if at all. You should totally expect great customer service, but sometimes it helps to just be a compassionate human and understand that maybe you don't know all the details.

 

[abwd]

That is the mall you go to? How unbelievably horrible. I'm glad you didn't go and yes, it puts everything in perspective.

With regard to returns, the SAs at the mall I go to always let me have the PCE price on something new if I'm returning something. They just need to put it on the same transaction.
I can certainly understand your reluctance to go into that mall again though. I hope the jacket fits you and it won't be an issue.
They do not have specific measurements on the jacket, length etc. online or at JAX. It would be helpful to have especially when they are not available to try on at the store.
I found my leather moto jacket to be pretty true to size, slightly roomier in the shoulders than some extra small jackets I have tried. Good luck and do a reveal if you can.

Thank goodness you are impatient and didn't go back to the mall today. Hugs to you!

It is upsetting watching the stylists from Cartoon Cuts that cut your kids hair run out of the mall with their hands up. It will be difficult to go back there again.

I will definitely do a reveal when I get it next week!

 

[abwd]

It's possible she was just having a bad day. I really wouldn't take it too personally, if at all. You should totally expect great customer service, but sometimes it helps to just be a compassionate human and understand that maybe you don't know all the details.

You are right. Could have been a bad day. Goodness knows I have mine! LOL.

 

[lovingmybags]

I don't usually order from JAX, unless it's something that's not available on the website. But regardless, they should try to help you and not just blow you off! For me, it was more of an issue with store employees when I lived in another another state, but the current store I frequent are great with customer service. You can tell that some associates are very eager to make the sale, but hey, as long as I get the treatment I deserve, I don't really mind.

 

[proffashionista]

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.

Interesting that you have a contact at JAX.

I'm thinking about your post. Are you thinking that lower sales haven't translated to more work place load or increased sales pressure for those at Coach on the front lines ? I'm trying to understand how that wouldn't have at least some impact on customer service. It surely appears to have impact in other companies ? I've been concerned about this as I see a paradigm shift with service myself. And not just the few things I've shared here. Beyond that....I've also seen a lot of turn over and this is among management, not just associates. (I live by or near four outlets and five FP stores.) I've also read of others reporting some turn over at other locations as well. That signals or suggests more of that paradigm shift. As you've also suggested, no one knows us when we are calling (most of us, anyway) and the service reps intend no ill will. I'd agree, and still there is a shift that some of us have observed. I've been concerned that lower sales had translated to more work among fewer workers and/or more pressure to excel and sell. What leads you to suggest differently? Just curious.

 

[proffashionista]

Op, it's really too bad that happened. I've been disappointed esp as of late. When I had some order issues, I was disappointed with the response. And I understand that they can see our purchase history, so that lends itself to rubbing salt in the wound when they can see the money some of us have spent. And then to act like that. I hope it's not the beginning of a downward spiral. I'm not saying it is a downward spiral ... Just hoping it's not warning signs. Hopefully everything worked our for you. Best wishes for a great start to your week!

 

[treasured]

I have a Coach policy question.
I was interested in another Coach jacket that was available only online and I called my local Coach store last night. I wasn't sure of the sizing so I wanted to order through the store. My reasoning was that way if I returned it the store would not get dinged for the return.
I thought I was being nice! Haha. The SA said that she would have to charge me an extra $10.00 to have it shipped to my house. Really? I could have it shipped to the store without the charge but it would mean an extra trip to bring it home and try it on, see how it compared to my other jacket etc.
Has this always been the case? It seems very petty to me and was quite off putting.
It turns out the jacket was not available anyway even though it says it is on the website.

 

[miah100]

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.

+1, OP I'm very sorry about your experience. I've spoken with customer service many times and Ive always gotten amazing service. It sucks that you received the rotten egg of the cartoon.

 

[tonij2000]

Most businesses have no idea that their employees are giving bad service until something blows up. I'm sure Coach would want to know of your experience. I've had fantastic JAX reps and a few bad ones, like any other business. If you get a bad one, I wouldn't hesitate to tell them directly that you are going to hang up and call back for someone else solely because of their rude behavior.

Exactly, customer service doesn't always meet our expectations. Share the experience with the company and move on.

It's possible she was just having a bad day. I really wouldn't take it too personally, if at all. You should totally expect great customer service, but sometimes it helps to just be a compassionate human and understand that maybe you don't know all the details.

Preach!

 

[tonij2000]

Every customer should receive excellent customer service, regardless of the size of their order.

Absolutely!

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.

Agreed. Dont forget about their generous warranty and the infamous 40% off letters.