COACH Outlet — Local services in Niagara-on-the-Lake

Dear Coach Customer Service Team,

I am writing to express my disappointment and frustration with the quality of my Coach bag and the poor customer service I received from the Niagara-on-the-Lake outlet location.

In march 2023, I purchased a Coach bag from one of your authorized retailers. Due to personal circumstances, the bag remained unused in my closet for almost the entire year. However, when I started using it three months ago, I was dismayed to notice that the leather was already fraying.

As a loyal Coach customer with multiple bags in my collection, I expect a higher level of quality and craftsmanship. Unfortunately, my recent experience has fallen short of my expectations.

To make matters worse, when I visited the Coach outlet location in Niagara-on-the-Lake to report the issue, I was met with a dismissive and unhelpful attitude from the supervisor/manager. Despite explaining that the bag had been barely used, he refused to assist me in getting it repaired or replaced, citing that it was over a year old.

I am extremely dissatisfied with the level of customer service I received and the overall quality of the bag. As a loyal customer, I expect more from the Coach brand.

In light of this experience, I am requesting a replacement bag or a gift card in the amount of $120, the original purchase price of the bag. I hope that you will take my feedback seriously and take necessary steps to improve the quality of your products and the customer service experience.

Thank you for your attention to this matter. I look forward to hearing from you...

I have purchased many Coach items at this outlet store and other outlet stores in the past and have always enjoyed the quality until I purchased a men's wallet in October 2017. It started ripping and falling apart in June 2018 despite me cleaning and moisturizing with their Coach leather products. Coach always mentions keeping the receipt for warranty of their products that is good for up to 1 year so I decided to bring it in for warranty repair/exchange. I was told by the store manager today(August 19, 2018) that this is normal and he will credit me this time only but not in the future. This was very disappointing to hear considering I have many purses, wallets for my fiancee, purses for my mom and many briefcases plus winter coats that we have purchased and the store manager tells me that their products are inferior and may not last 1 year? I have never owned any wallets prior to this Coach wallet, that has ripped and torn leaving me very disappointed in their product and the store manager's poor explanation. I decided to take a store credit and purchase my wallet else where, although I would've preferred a full refund but it was not offered. The store manager convinced me never to purchase anymore overpriced men's wallets that will fall apart in less than a year from Coach and I have no faith in their 1 year product warranty at this location. The store manager would definitely benefit in having more people skills like their store associates, who are always great...

This location knowingly employs 'False or Misleading Representation and Deceptive Marketing practices'. The regular priced items are deceptively placed in a mix of all other items marked on sale (e.g. 70% off). This was observed in 3 of the 4 different 'marked down' areas and when the manager was brought to the awareness of this, the manager simply indicated that he didn't see anything wrong with this. He went on to indicate that this is a normal practice and that at the cash out the customers could validate the price of the item. This is highly unusual practice and I've not seen this type of deceptive practice under the brand like Coach which, based on the store manager's response, is a normal practice for Coach. All the other stores in the complex had no issues displaying their discounted and regularly priced items in a clear manner, and where clarity was required, the store management was quick to address those issues. This Coach store clearly is operating with their own Regulatory Act, rather than adhering to the Gov Can's 'Competition Act & the Consumer Packaging and Labelling Act'. Before I file a complaint to the Competition Bureau, I will be reaching out to the NY office to dig a little deeper as to whether this is a normal practice of Coach or a rogue one off outlier of an issue and poorly trained...