COACH — Local services in Beachwood

On September 20, 2025, I purchased a Coach Tabby bag from the Coach store at Beachwood Mall (Ohio). The sales associate told me it was a display bag, but I was charged full price with no discount and given a regular receipt — no disclosure that it might be damaged or sold “as-is.”

When I got home on September 20, I left the bag completely wrapped up inside the Coach box. I did not open it that day. On the following day, September 21, 2025, I finally opened the box in front of my children. I never looked inside the bag or removed anything from it — the only thing I did was try it on.

When I returned to the store on September 21 to bring the bag back, staff took it into the back room. When they came back, I was told the bag was “used” and “scuffed.” This was upsetting because I had not used the bag at all. Any marks would have already been present before I purchased, since it was sold as a display item.

Despite the fact that I tried to return it less than 24 hours later, the manager refused a refund or even an exchange.

When I called Coach corporate, I spoke with a representative named Alex, who told me that I “should have inspected the bag” prior to purchase to make sure it wasn’t damaged. As a consumer, I feel it is not my responsibility to search for hidden damage — it is the store’s responsibility to be truthful and transparent about the condition of a product, especially when selling a display bag at full price. This was misleading and felt like a misrepresentation.

Additionally, during my in-store interaction, the store manager, Felicia, repeatedly looked me up and down in an intimidating way. I asked her directly several times — at least five — why she kept staring at me like that, especially while my children were present. Her demeanor was uncomfortable, belittling, and hostile. I felt singled out, disrespected, and emotionally distraught by the way I was treated. I believe she was trying to provoke a reaction from me by maintaining that nasty stare. I left the store feeling humiliated...

I cannot say enough to praise the wonderful staff here. They always greet me warmly whenever entering the store. They offer wonderful advice. Show me what’s new. They are very knowledgeable of their products and styles. Recently, I brought in a work tote that was purchased a little over a year ago. I was hoping to have the straps repaired as they had already begun to fray. I was happy to pay for whatever repairs were needed; I’m not easy on my bags given that I work in the medical field. The gentleman, Alonzo, brought to my attention that Coach offered a warranty on their products. He very happily offered to have the bag returned to the factory for repairs. Given that I wasn’t expecting to leave my bag with him, he happily packed my things into a shopping bag for me to take them with me. The entire process of sending the bag for repair was quick and painless. Thank you to Alonzo for the great service! Beyond that, I just received my work bag (black, zippered tote) back in better condition than I gave to them. Not only were the straps replaced perfectly, but they returned by bag cleaned and conditioned inside and out with all small scratches fixed and the gold fixtures shining like new! I am so impressed with Coach’s all around service. You already had a customer for life. But I will be singing praises to any and all considering purchasing one of your products in the future. Thank you again for your wonderful products...

Ordered a strap online that happened to ship from this store. Unfortunately whoever packed the order did not include the dust bag that was supposed to come with the strap. They also covered the box in tape/ the label and it was very difficult to open. I called the store and the man who answered pretended not to hear me, claimed they couldn't ship the dust bag, and advised I visit a local store. Now I have to drive and waste time doing their job. Please train your employees to include ALL items when fulfilling...