COACH Outlet — Attraction in Oxon Hill

I placed an online order 10/03 at around 3pm and was promised by the website that it would be in stock and would be available in under 3 hours. I went to the pickup location at National Harbor around 5pm and was told the order could not be found. I provided the confirmation email, proof of purchase and order number and was told because the store stopped their online processing at 2pm that my order won't be available until 10/4. I was taken back by this as the item was brought from the back and bagged for me to receive upon reviewing the confirmation. This purchase is for my daughter's birthday on Thursday 10/06 and I had strategically planned this pickup so I was extremely frustrated that I could not leave with the order that was already paid for. I drove through torrential rain to the outlet with my senior mother who wanted to visit the store to also make a purchase in store for her grand-daughter's birthday. I felt embarrassed that I had to hold the line speaking to store members about this matter even though they treated me respectfully and were apologetic about what happened. I felt forced to argue about my purchase in a store full of customers who involuntarily now knew my personal business. I left the store feeling defeated as I watched the store member take my PAID purchase away back to the storage room because my proof of purchase was not enough. I cannot stress how irritated this incident has made me become with Coach. I used my only day off this week to make this purchase and made time to visit the store thinking the online option would be more convienient. I am a loyal customer of Coach and have been for years so to have this happen to me is beyond words. The staff at National Harbor showed empathy and remained respectful during my visit and tried to do their best to help but could not override how the system worked. The website needs to reflect if stores are unable to ensure same day pickup if it has come to a certain time in the day. Having a 3 hour window listed gives customers a false sense of security of purchase and a HUGE inconvience when having to travel to the store. I finally received a second email this yesterday morning stating my order was ready for pickup. This has now caused me a second inconicnence as I now have to leave work early to try make it to the store in time for closing....

I have been a loyal Coach client for many years. After this most recent experience, it may be time to call it quits.

I recently treated myself to a tote bag and matching wallet during the mother's day sale. I was so excited to have what would've been the perfect bag for work. The tote finally arrived less than a week ago. I started using it right away.

To my dismay, as I left work this evening, I discovered that the logo on my tote bag completely came off. This had never happened to me before, and I have been wearing coach since I was a teenager.

I contacted my closest coach outlet store to see about switching it out. I finally got an associate on the phone (after being hung up on twice, and then answered the phone like she was at home.) who confirmed they had one left and could hold it for me. I informed her I was already on my way, to which she confirmed she would be expecting me to come in right away.

I arrived shortly after only to find a note on the door stating they were closing 2 hours early. There were 2 associates in the store, and one motioned to me that they were closed. Seeing the look of irritation on my face, the associate came to the door to tell me they were closing their registers and to come back. I informed them I was literally just told to come to the store, and was visibly upset that I would be told to show up when they knew they'd be closing early. My fiancé and I turned around and went back to the car, and drove back home.

It was a blatant waste of time and lack of respect to be told to show up only to be turned away at the door and told to come back. I got home 2 hours later than I was supposed to, after a long day at work, with a broken bag and a bad taste in my mouth. I work very hard, and like to treat myself to nice things occasionally; but this is not something I'd expect from what many would consider a luxury brand.

Maybe it's time to save up for that YSL...

My sister had been working with Frank, the store manager at this location, on my behalf to do an online order for a bag that had sold out in my area. This went on for a couple of days when we loctated this store, found out that we could order it online but we were weren't told until Sunday that the payment links are only sent out M-F and the links are only good for 1 hour for security reasons we were told. So, my sister contacted the store on Monday to get the process started for me while I was only my way home from work. The assistant manager, Jasmine, told us that she didn't know how to do and online sale and send a payment link. Unfortunately, I was on speaker phone and blurted out something that was not pleasant for her to hear (I hope she accepts this as my profuse apology for it in hindsight). She told us that she was new and still in training, which we were not aware, and that the manager had left for the day. We were not aware that there was not an available store manager to help her out but that she would look into how to do the payment link and call us back. She was kind, patient, and gracious the whole time and then called my sister to let her know that the manager, Frank, was returning to the store to help with our online purchase. Frank called me directly and were able to successfully make the transaction. This only took about 30 minutes for the two of them to work together with us and I really want to say that I appreciate the extra mile that Jasmine took to find a solution and that Frank returned to the store at the end of his day. The customer service from both of these individuals definitely went over and above and I just want to recognize them both for it. And, I can't wait to get...