COACH Outlet — Attraction in Grand Prairie

My mother purchased a Coach bag for me from this location as a gift. 2 months after she gave it to me, the corners began to rip. I went in and asked if I could exchange the bag. They said Yes, or I could order a new one of the same style. I chose to order a new one because the bag was sentimental, and was told it would be shipped overnight. The manager at that time, Amy, forced me to give her my bag at that very moment and I walked out of the store carrying a paper sack with all of my things in it. 3-4 days later, I was still waiting for my new bag to arrive. Finally, I had to call the Coach store, because I figured it had been lost in the mail. Nope. Turns out the bag had never been sent out, and I was not notified of that in any way. So I ended up talking to another manager, Elizabeth, about potentially getting my original, damaged bag back. She then told me that she would just give me my original bag, and give me store credit for the inconvenience. But she said I had to make sure I found her and spoke to her at the store. When I arrived, it was obvious that the woman's associates and the other managers knew who I was. I was in the store for a while, and kept asking for Elizabeth, but she was conveniently in the back the whole time I was there. I believe, at this point she knew that she had been dishonest with me and could not fulfill her promises, so she avoided me. So I ended up dealing with Amy, again, who informed me that the Coach policy was either to exchange for store credit, or order a new bag. I began questioning why a manager would tell me false information and tell me that I could have my old bag and a new bag. She just responded, "oh, well, she must not have been informed of the policies." Why in the world would a manager not know the company's policies?!? Both my mother and I requested to speak to Elizabeth, but she hid in the back for the remainder of the HOUR we were there. Finally, I ended up settling for a new bag. I was told I would be receiving an additional 10% off for the inconvenience. At that point I was annoyed, but would have let it go. The store was running a 70% off holiday sale, as well. I was supposed to get 80% off a nice bag, and that would have been cool. But Amy decided to apply the discounts in a way so that she could intentionally charge me an additional $15 on my new bag despite the inconvenience I had experienced. Where if she had charged them as though I had gotten 80% off then I wouldn't have paid extra at all. My mother and I went home very angry and dissatisfied. We spoke to a district manager, but rather than truly resolve the issue, she attempted to sell us another handbag like the one I had originally. I'm sorry, but I have had to go into that store 3 different times and call at least 6 or 7 and would appreciate being compensated for my inconvenience, not charged. It's sad that the bags at Coach are such good quality, but the people who are selling them are not. My family has spent 1000s of dollars at that location, but we will no longer be bringing our businees there. We have discouraged our friends, as well. Good thing that mall also has a...

This store clearly cares about their customers. One of my friends was looking for a purse that she really wanted and unfortunately was released the same day and had sold out in her area. She did unfortunately coach stated that there was four and that they were still available. To my surprise when I arrived, I asked about it and they told me that they had sold out within the first hour so I was confused after that long hour and a half drive. My friend called an hour before and I didn’t think they would have sold that quickly so I made my way there. I wasn’t expecting any special treatment although I was informed that the manager was coming to speak to me. When I voiced my frustrations, he obviously understood and he tried his best to see if he could locate the bag. After looking around and finding a purse that I wanted he came to me and said that there was no luck, but he’s going to ensure that there is a bag for me. Now when I checked out he did give me even more of a discount for the inconvenience and I wasn’t expecting it (due to it being on clearance) and I’m incredibly grateful that he did because I was looking for a new purse.He did take my information down and a couple hours later I was notified that they located a purse for me from another outlet and I went ahead and paid online and it’s going to be shipped to me. I am so incredibly grateful that I was able to get my friend the purse that she wanted and in the process get a purse that I wanted. They truly care about their customers, and I cannot be more appreciative. Thank you so much to Howard and his employees at...

I recently had the unfortunate experience of ordering online for same-day pickup at Coach Station, and I have to say, it was nothing short of a disaster. I expected a quick and convenient process, as advertised, but instead, I found myself waiting in a long line at the store.

First off, the website was confusing and had several glitches that made me doubt my order was even processed correctly. Once I finally got my confirmation, I thought I was in the clear. However, when I arrived at the store, the chaos began.

There was a line stretching out the door, with only a couple of employees struggling to keep up with the demand. I had hoped that ordering online would spare me from the wait, but here I was—standing there like everyone else who hadn’t pre-ordered. It felt like a huge bait-and-switch.

To make matters worse, when I finally reached the counter, I discovered that the employees had no idea what orders were ready for pickup. They had to check each one individually, further delaying the process. What should have been a quick grab-and-go turned into an agonizing wait of nearly 30 minutes.

Overall, if you're considering using Coach Station's same-day pickup service, don't bother. You might as well join the long line of walk-ins. They clearly haven’t figured out how to streamline this process, and it left me...