COACH — Local services in Austin

5 out of 5 stars

⭐⭐⭐⭐⭐ The Barton Creek team saved Coach's reputation—barely.

After weeks of being bounced between Coach UK, Coach US headquarters, and multiple wrong email addresses, the Barton Creek store team (Carolina, Jessica, and Sandra) were the ONLY people in the ENTIRE Coach organization who demonstrated professionalism, competence, and genuine customer service.

Here some examples of what this team did great:

1. Responded promptly and professionally
2. Actually assessed my damaged wallet in person
3. Provided clear options and honest evaluation
4. Followed through on their commitments
5. Treated me with respect throughout

What Coach HQ got catastrophically wrong:

1. Sent me to UK customer care despite being a US customer
2. Provided incorrect store contact information on their website
3. Created weeks of communication chaos with generic, unhelpful responses, wasting my time like none else
4. Kept calling my wallet a "handbag" after multiple corrections
5. Failed to loop in the local store, forcing me to escalate repeatedly

If you need service at Coach, come to this Barton Creek location specifically and ask for Carolina, Jessica, or Sandra.

They are excellent.

But avoid dealing with Coach's corporate customer service AT ALL COSTS—they are useless and time wasting.

The local team deserves 5 stars. Corporate headquarters deserves zero.

Recommendation to Coach leadership: Send your entire customer care team to Barton Creek for training.

Your frontline store staff understand customer service in ways your corporate office has...

The staff here is really fantastic. I called looking for a special collectible Coach "Rogue" handbag, from the DisneyX, "A dark fairy tale." The salesperson I spoke with knew exactly what I was looking for, and luckily they had the gorgeous bag in their store. When I arrived to look at it, "Noel", my sales representative there at the Coach boutique, had everything set out for me, so I could try it on. From our discussion on this phone she chose some accessories that she thought I might enjoy to go with my new "Rogue." She was spot on with all her choices! I ended up with my bag, a matching wallet/crossbody ,a second matching shoulder strap, and beautiful charms that set the bag off perfectly. I have since revisited this location and purchased a smaller sized Rogue bag,in a spring color, several other small leather goods,and I ordered a stunning "Parker" bag! Can I just comment that Coach is back! Their designs are both classic but modern. The leather is just gorgeous. The employees here make your buying experience a fun one. I am a loyal customer for Coach, and I will be purchasing anything "Coach" from this location. You can't get service like...

Jonathan was AMAZING!

I came in on Saturday to browse as I have been on the hunt for the perfect new bag. Immediately I was met with warm welcoming and was given all attention by Jonathan. They were very attentive and patient as I explained my wants, likes and dislikes and the absolute must haves. Every detail they paid attention to and kept in mind when suggesting items. After probably two hours of shopping I decided I wanted a sold out bag that may get restocked. I thanked Jonathan after leaving my info for any updates for the bag in the future.

Fast forward to today, Monday, I receive a text from Jonathan saying they had a SINGLE bag in stock. They even took the time to accessorize the bag with charms and the matching wallet in case I was interested. I appreciated the visuals and how prompt they were in sending me the proper info to make the purchase. Unfortunately when I arrived Jonathan went on break, but I left my thanks and regards and left with my dream bag!

Thank you Jonathan for taking the time to help me look for the perfect bag! I’d recommend their services to anyone interested in a new...