COACH — Local services in Bellevue

I was shopping at a coach retail store spending $661.20 dollars at 2:30 pm on May 25th, 2024. The whole process was one of the worst unpleasant experiences in my life.

The associate, Kayla, clearly made a few minor mistakes, such as not standing at the right spot, should have shown a certain product through the ipad instead of the real one, according to her supervisor. I wouldn't mind those small issues but the requirement of the employee is none of my business.

What's really infuriating me is that her supervisor had to perform the "employee training" on site. When I was having the conversation with the associate, her supervisor interrupted us, "educated" her, then left, SEVERAL TIMES. While at the same time I was like non-existence to her supervisor.

This behavior to me was extremely rude and unprofessional. You want to do the employee training, pick another timing or behind the scene, not while the associate is providing the service. If the supervisor wanted to step in, ask another associate to take over, or explain quickly to the customer then rearrange the thing to where it should be. Not leaving the customer unintended to wait for your "training". The customer experience was horrendous.

By the way, I don't know the name of the supervisor. She is a white female with blonde-ish hair to her shoulder.

After checking out, I asked if I could purchase those customizable tags? The associate told me I can buy three of them because of the money I spent. While I was choosing the pattern and letters, here came the supervisor again. Through her associate, I was told that they were having a sale event later so they were too busy to provide customizing service to make the tag on that day.

I am still quite confused. If the store were too busy, should they start to control how many people are entering it instead of stop providing service? I did not see such a thing. People are still coming and leaving freely. The only reasonable explanation is that they were indeed busy, so they chose to shut down the least profitable service first. I can understand this choice, but again, this was not good for the image of the brand. I did spend money to qualify for certain promised service, which was denied later because of other more important events.

To be fair, they did ask me to come back later for the tags. However, I don't think they get the priority right. Even in some unlikely event, you need to push the customer away from the promised service, providing apologies and compensation to make it up to the customer is the basics. I receive none of them. Also, I am a tourist so coming back was not an easy task. Well, by posting this, I may not go back to that retail store anyway.

I feel like the supervisor may have something personal with the associate and I am unlucky enough to be the collateral damage. But this is not the point. I rarely see something so unprofessional that I have to...

Coming from someone who use to work under the tapestry brand on the retail side I am extremely disgusted with the “customer service” I got here. I believe the store manager Megan was “helping” me with a pair of leather boots I had purchased no more than 5 months ago and worn no more than 6 times, had completely randomly come apart to a point of not being able to repair myself. I had talked to the manager at least two different times the two days before I came in store. I left the shoes at the store while the manger was on lunch with the impression everything would be taken care of once I got back and both were present. Instead I was met with a extremely rude attitude and the manager just handing me a gift card with the amount I paid. There’s two things that are not okay with this, one being that the transaction was handled without me present or talked with/consent given AT ALL. Two being, even if I am no longer an employee with the sister company(how I got a discount), with the shoes literally falling apart not even half a year later- that discount should have at least been applied to a shoe that is similar(something I was also told over the phone would be an option). On top of this behind the back transaction when I brought up the policies and understanding that’s not how the company works the manager proceeded to then call mall security on me because I asked for the district managers information because it’s pretty much stealing by not talking to me about a transaction in the first place and not giving me the option to keep the shoes and try to get them fixed on my own professionally KNOWING that $75(amount paid for shoes) is NOT going to get you anything at the store. At the end of the day, I got these shoes after reading how terrible the shoes are and because I worked for the sister company and LOVED these shoes I wanted to support and got them. I have never seen shoes fall apart like this before and would NOT recommend purchasing shoes from coach at all. I could NOT imagine if I had paid full price for these and this happened. Not worth the...

I'm honestly never one to write a review (much less a negative one at that), but I was pretty disappointed with a lack of regard from the employees as soon as I had entered the store.

There were at least three associates who had made eye contact with me, and hadn't even said as much as a hello. It would be vastly different if they had been preoccupied with other customers - but they were quite literally just standing there. I honestly thought it was just me, and that I was reading too much into it, but the other person I was with could also sense it. I'm not sure what was the reason for poor/lack of treatment, but I didn't even want to purchase anything at that point, despite walking in with complete intention to.

Once an associate had approached me (~10 minutes later), I was able to tell them I actually placed something on hold. The person I had spoken to on the phone before - Meoke - came by to assist me with my purchase. Luckily, she was very helpful and warm.

However, if it wasn't for the fact she stepped in and provided a positive experience, I would've just walked out without buying anything. I hate to say that I'm extremely bummed out about the whole thing, as I felt completely tossed aside as a customer. Maybe it was a one-off occurrence - but I've also worked high-end retail in college, and never actively ignored a customer like that (whether they were coming in to just look around...