COACH Outlet — Attraction in Commerce

This past Sunday, my mother and I had the opportunity to visit the Citadel Outlets to start on some Christmas shopping and take advantage of the current sales available during Black Friday. My day was ruined when we made it to the Coach Outlet. We have been customers of this store for years and never once did I have this issue. If you’ve ever been to this store, especially during the season, you would understand how they manage their capacity of people in the store and the amount of security they have to prevent any sort of incident. We were causally browsing the store and picked some items up we liked. At this point, we were just walking around with our items, like everyone else, and decided to go to the second floor on the elevator since it was empty. Mind you we have used the elevator before and it isn’t the first time we had merchandise. While getting on, an employee, who I believe to be the manager available that day, boarded the elevator with us. I didn’t think anything of this because it’s probably a precaution in case anyone wanted to steal. We browsed upstairs and I had noticed the manager speaking with a security guard. Again thought nothing of it because they are just employees speaking to each other. When we had finished, we headed back down again in the elevator and the security guard forcefully tried and succeeded to open the elevator door to come inside. I even attempted to push the button to open the door. This is where I started to feel targeted and unsafe because it was only my mom and I. As we browse once more downstairs, I finally noticed how one specific guard was following us and not even attempted to hide the fact that he thought we were going to or were stealing from the store. My mom stood up to him, in Spanish, asking him was there any reason for his bruit behavior. She had noticed him making signs to his co-workers, which was obvious he was speaking about us. He had told her in a degrading tone he did not speak Spanish and I stepped in and asked what the issue was and why he was targeting us specifically. In this moment, we felt a wave of humiliation, not only because we were felt isolated and ridiculed, but because I have not been able to forget about this experience. We are dark-skinned Mexican women and we weren’t the fanciest dressed. I am still unsure if that had anything to do with this moment but it sure did feel like it. Then the manager, from the beginning, came over and spoke to my mother. She repeated it was only their job and they were third party workers. She said “if you have nothing to hide, you don’t have anything to be afraid of.” It was more than that and coming here to share this story proves it. She said he wasn’t following us but it sure felt like it. We understood that we had nothing to hide but it make us physically uncomfortable to have a security guard follow us and watch us. So we decided to pay for our items and leave. And to make it better, our suspension that he was following us was confirmed. The security guard stayed on the side of the registers still staring at us until we payed and he say us receive our receipts, he left. This had ruined our day because, even if it wasn’t racial profiling, it felt like it was. I am only 17 years old, getting ready to graduate, and I have faced this too many times anyone should ever face. This was detrimental to my mental health because even though we weren’t guilty of anything, we were being treated as though we were. Moral of the story: this was a horrible experience for anyone because it feels as though there is silent stigma that people of color or minorities are criminals hidden...

So, I originally saw an AD on Instagram for these shoes and I was going to order them online but my sister told me that they might have them in stock at the Citadel Coach, I came to the store and went to the second floor since I didn't see them anywhere. When I got there I asked one of the male employees and he immediately told me that they didn't have them but had some boots that were all black, I said okay I can check them out, when he left a girl by the name of Hannah (sorry if that's incorrectly spelt) came and asked me if I needed help. I showed her the shoes as well and gave me a similar response but, she asked for the model number to check just in case. She came back and said they actually have them. I tried on the size 10 but they were too big and I started to worry again since it seems they didn't really have much of these in stock and I'm usually a size 10 1/2, she bought me the size 9's and they fit PERFECTLY. I was so extremely happy and appreciative of her for actually checking and not just brushing me off, she offered some other things but I was really only interested in the shoes. She was honestly the best help and she was extremely kind and I hope they give her a raise or something haha but I am happy with my purchase as I really liked these shoes when I saw them online and even more so in person. She complimented my phone which is the Galaxy Fold 2 5G and my ring that look like brass knuckles but they're not, I know that people are usually just nice when they are trying to sell you stuff but she seemed genuine and I appreciate it. All in all, besides the initial guy, my overall experience was 10/10 because of Hannah and I definitely...

I’m an experienced shopper and frequently came to this store to check out Coach items for sale. There are couple incidents that I had at this store.

1. employees here are very entitled and rude. They do not respect you as a customer if you poorly dressed. It was my birthday month and they did not allowed me to used the 10% off because they said I have used it online- which was not true. They’re very uptight about honoring promotions and will not try to help of accommodate you in store.

2. On Friday 04/23/2021, I came to asked if I could do an even exchange for a leather varsity jacket from a small to x-small with same style number, an exact same jacket. The manager name Stephanie told me that I have to pay the price difference because I bought it online cheaper. Before I came, I was told my customers support agent at Coach online store that I’m allow to do that and I’ve also confirmed this policy with other Coach stores. Despite this normal practice, Stephanie was very adamant that I cannot do an even exchange and she won’t listened to my explanation. This is not the norm, and no where else have this practice which I can only perceived this is a discriminatory incident. Why was I not allowed to do an exchange and the company policy clearly said I can? I’m an Asian-American and perhaps this is a asian hate act as it is currently trendy in the country. I called Coach corporate to reported this and currently I’m still waiting for an answer from the management team.

I hope this review help if you’re considering shopping here. I would recommend Coach in Carlsbad or Ontario Mills Mall. Their more friendly...