COACH Outlet — Attraction in Smithfield

I wanted to enjoy my shopping experience, I really did, but it was more so anxiety provoking to say the least. I walked into the store and was greeted, which was fine. There was someone at every turn I made while browsing the inventory to ask if i needed anything. It truly felt like they were all zeroing in to catch me shoplifting, which is something I do not take part in. When I finally checked out, of course the alarm went off upon me leaving the store which only threw me over the edge but I held it together. There was a light skinned gentleman that checked me out, why wasn’t the merchandise thoroughly checked prior to me leaving the store? The entire time spent in the store I never heard the door alarm go off once. When I stepped back from the door the woman then took each of my items out of the bag to thoroughly check them, while making useless small talk and swung each item through the door alarm and off course not one item went off, I was completely embarrassed, anxiety through the roof, I remained quiet. This was my first time at this location and it WILL be my last. I’d prefer to go to the other location or shop on line. I thought the goal was to create a comfortable shopping experience? Never again, I love Coach, have been a fan for years…but never this...

I drove out to the Coach outlet in Smithfield to get a replacement for my handbag which was still under warranty (thread for the strap had come undone). Although customer service (on the phone) assured me I could get a like for like NEW replacement, I was skeptical bc we all know how warranties work. I am happy to say that my initial thought process/ assumption was wrong! The manager Durema Wilson greeted me at the door and was immediately there to listen to my reason for being in the store and to assist me with my bag swap. All I had to do was show my receipt and I was shown to the handbags I was looking for! It was by far the most pleasurable, customer friendly experience I have had in a very long time! It was flawless! She and her staff were welcoming, friendly, knowledgeable and very keen to assist! I even took note of the interaction she had with staff and I found her to be kind and very aware of any customers, staff and store needs and ready and willing to assist. I will never again purchase my Coach bag online, but instead will drive to Smithfield (from Raleigh) to visit the store in person! This experience has guaranteed a Coach...

The manager is very arrogant. I purchased a bag for thanksgiving. And I wanted to return it. Before visiting the store I checked with 3 customer service agents if I could get a refund for that bag without a receipt as I have the transaction id on my phone. The manager said they don't have any records of thanksgiving and black Friday. Later, we checked with other employer in the store and I think his name is Christine, so he could pull up my record using my last name and the card I used for purchase. But the manager said still she can't take it without the receipt. First she said she can't take it since she dint have records in her system. I called up customer service again, they told me I could get a refund, so I told manager to speak to the customer service lady and manager wasn't ready to talk. I don't know who made her a manager. She wasn't polite at all. Am sure she is a Racist. Never I am visiting that...