What is wrong with costumer service??

[disney16]

Sorry, I didn't read every post in the thread but I wanted to say, keep in mind when you are calling. Like jax jas set hours and someone will answer the phone after hours but they are not CS. They can take orders and that's about it. So maybe that's who some of you are getting? The answering service/order takers.

I was about to say the same thing. Customer Service is only open during certain hours and anyone after hours is an order taker and will not have the same amount of information.

 

[melissatrv]

I talked to Coachfactory customer service several times, I can say I am not satisfied for most of them, the representative are rude and impatient.
The last time I called for I ordered a satchel and another bag, but a few days later, I got an email said that the satchel is not available, they have to refund me for it, and I still have to pay shipping for one bag, ( I try to order more in one transaction to save some shipping) I complained politely for their fault, and try to ask them to take off the shipping fee, And then I found out I am in their black list, I can't log into the website with my original account anymore.

I think, though I have no concrete evidence, that Coach outsources the CS for the Factory stores. Probably still in the US but I don't think those folks work for Coach

 

[whateve]

I told her I wanted to order a jacket but she never said 150 and over is free. She just said there will be a 10.00 fee. Maybe she's new!LOL My favorite SA left. :0(

That's crazy! My SA has told me that whatever I want they will ship for free, even if it is less than $150, even if they have it in the store and I don't want to drive there. That way the store gets credit for the sale. At the factory store if I do a charge send there is a $10 fee no matter how much I spend.

 

[Catedi]

I'm not too happy at this minute with Coach customer service. I purchased a handbag on their outlet website, just to be told days later that the order didn't go through and they couldn't find an order attached to my confirmation #, although they could see I used my credit card on an order, but they said there was no order connected to the $280 purchase. WTH??? When I confirmed my order by phone because I didn't receive the confirmation email, I was told it would take up to 24 hours to confirm. The SA checked my # at that time and said all was well. I could have repurchased the bag at that point, but it sold out about an hour later. After 2 days of nothing showing in my account, I called and asked to speak with a manager. The service manager I spoke with refused to give me any % off a future order, and spoke in a very rude and condescending way. As if i was trying to scam him! I spend quite a bit of cash on Coach products. I am so upset, right now!

 

[fashionplate123]

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.

I did that once a long time ago and the manager was able to track the call and make a note to speak to that salesperson; she even sent me a $25 or $50 gift card (it was so long ago, I don't remember). I would report it; no customer should be treated that way; just as an instructor makes or breaks a class, customer service makes or breaks a merchant.

 

[fashionplate123]

I do think in this "new economy" less people are working with more to do. I also think in this day and age people won't and don't have to pay for 'good.' You can go around the corner, or down the street, or online and get 'Great.' Someone having a "bad" day and dealing with the public......suck it up buttercup....because if you're not great, I'm going someplace else!

Right on! There is no excuse for bad customer service. We all have to put on a happy face every day for the people we serve and Coach is no exception.