COACH — Attraction in Millburn

Luis was amazing. The black Marleigh Satchel sold out online, and he was delightful while doing a phone order for me. The bag came in two days and is absolutely beautiful....HOWEVER, the black bag that was advertised with a black strap online came with a totally random yellow strap. When I called the store, thinking it was a mistake, I was told that the black bag came with a yellow strap and that their international website was incorrect. I didn’t get the name of the associate I spoke to, but as you can imagine, I was disappointed with that answer. And that’s it. No “I’ll see what I can do” or “let me call customer service for you” just a shoulder shrug and “you can return it if you want”. So it’s now MY problem to call customer service and try to get the $500 I just bought, as advertised. The Coach store nearest to me has closed, so I was considering making Short Hills my go-to store, but not after this curt and dismissive exchange. For the price we consumers are paying for their products, you would think a luxury brand like Coach in an upscale mall like Short Hills would be willing to do a teeny bit more for their costumers. I’m very disappointed. I hope their customer service has ACTUAL...

I placed an in store pick up order on the coach website, as the delivery would not have reached me before Christmas. The website explicitly asks for a "pick up contact" and has me enter all their information. It even goes as far as warning me that they will only give the order to the "pick up contact" once they show proper ID. When my "pick up contact" goes to this store they are told that only the cardholder (me) can pick up the package. She facetimes me and I plead with the store and offer to provide my identification and credit card information via facetime as I was in quarantine and could not and should not pick up this package. They tell me there is nothing they can do for me and instead decide to ship me the package so that it "hopefully" arrives by Christmas. I then call the support number and they tell me that my "pick up contact" is clearly listed in their system and the store should have been able to see that. I asked for a manager and this guy Luis Taveras was very insistent that I was wrong and that there is nowhere on the website for me to assign a "pick up contact". Very poor customer service from the store, call center, and even from the email I sent to try and get...

I would not purchase a handbag from them and deal with Nadia the manager. The zipper on my hobo bag, which I love has broken three times and been back to Coach for a replacement twice. I work and this means time out of my day or weekend to return the bag to Coach. I asked our sales person to find out if we could get a coupon for future purposes due to the inconvenience a second time. He checked with Nadia and her answer was "We can replace the bag or give you a 30% off coupon on your next purchase" Seriously I would EXPECT you to replace my broken bag since it was over $500.00 but for my inconvenience twice and to keep a customer are you telling me you could not give me a coupon as well. I AM VERY DISAPPOINTED IF THIS IS THE COACH POLICY. NOT A GOOD WAY TO RETAIN CUSTOMERS. You have alot of competition in that mall - VERY POOR CUSTOMER SERVICE NADIA- SORRY...