COACH Outlet — Local services in Belmont

I just had the worst customer experience ever at Coach here at the Charlotte Premium Outlets, I just brought a bag on Sat night around 8:30 so not even a full 48hrs ago realized it was too small for what I needed it for, attempted to take it back to the store and exchange it for something a little bit, (Which means I would've been spending more money) now keep in mind this bag has not been used or worn until today when I took it back, also when I purchased the bag I only had my coach wristlet that evening, so I put it inside the bag it's self and left the store like that, the nice lady at the counter took the price tag off and put it inside the bag and only said that I could exchange within 30days not worn or she put it" don't put a bag of chips inside of the bag or anything that would rip the inside of the bag or we can't take it back" also she said no scraps or scratches, so ok that's understandable,I bring it home it's too small, I go to take it back right after work today a guy who identified himself as the manager whose name is Justin tells me that because the price tag was taken off and because I had just removed my wristlet from the bag it is now considered as used and I cannot exchange it, so I was like I just bought this bag Saturday night this bag has not been used except for just now when I put my wristlet in there and took it out so he says that with the type of clientele they cater to no one would want a bag that had anything in it at all, so I said to him that was not what was told to me when I purchase the bag on Saturday I explain to him what was explained to me not to have any chips in the bag and nothing that would rip the bag or scraped or scratch the bag, not by me putting my wristlet in the bag it would be considered as used and their own store associate removing the price tag would have it considered as used at this point I told him I work in banking and if one of my customers decided to purchase a product and I did not explain to them in full detail the policy and procedures and disclosed all information about the product it will be considered as deceptive business practices, I said that is pretty much what you just did, because your own associate removed the price tag and allow me to put my wristlet in that bag and walk out of the store that that bag and none of this was told to me prior to now, and the bag is now considered used and cannot be exchanged. He said they don't have time to tell their customers the full return policy in detail so I told him that night it was a few people in that store and there were four Associates and there was more than enough time for them to explain the entire policy to me if what he was saying was correct. Also to add injury to insult I do feel discriminated against because he said the type of clientele they cater to...I work in business casual attire I am in a dress, a blazer and heels so am I now not considered the type of "clientele that coach caters too" so of course I get the email address and phone number to file a complaint which is what I have done but I say all of this to say that I will not be spending any more money in Coach if this is how they treat their customers yes the nice person on the phone in the customer complaint department was very helpful, however that whole exchange in the store was completely unacceptable and Coach has forever put a bad taste in my mouth. I am going to exchange the bag online, but that's only because at this point I can't get my money back but that will be my last purchase I hope Coach learns to treat ALL of their customers with respect, also not that it matters but they just lost a customer. Also I told Justin before I left, I'm pretty sure if I'd purchased from Michael Kors I wouldn't have had this problem. LESSON LEARNED Thanks...

Review:

I recently had an incredibly disappointing and frustrating experience at a Coach Outlet, and I feel compelled to share this so others are aware. I attempted to return an unopened Coach purse with the original receipt and tender used (a combination of an American Express gift card and an Amex Platinum card).

The cashier, Kassandra, informed me that I could only receive store credit, which I immediately disputed, as I knew the policy allowed returns to the original form of payment. She then called over her supervisor, Daliah, who not only provided incorrect information but also displayed a shockingly unprofessional attitude.

Daliah insisted that it was impossible to process a return to an Amex gift card, which is simply not true. I pointed this out, citing the receipt and Coach’s policy, but she became irritated and dismissive. In fact, she told Kassandra to process the return to the gift card, mockingly adding, “Watch, he isn’t going to get the money back,” before walking away. This level of unprofessionalism and outright rudeness is unacceptable.

For clarity, I called American Express customer service for both the gift card and my Platinum card. They confirmed that returns could indeed be processed back onto the gift card, contradicting Daliah’s claims.

Ultimately, I had to settle for an exchange, paying the difference with my Amex Platinum, as I was trying to purchase a birthday gift for my mom. However, the process was unnecessarily stressful, and their attitude ruined my shopping experience. To make matters worse, I requested an email receipt and was not provided one.

I have since reported this incident to Coach Outlet directly, as I believe it is unethical for employees to pressure customers into accepting store credit and mislead them about company policies. I strongly advise others to stand their ground if faced with a similar situation. The way I was treated by Daliah and Kassandra was disrespectful and unprofessional, and I will never return to that location.

Advice to Coach Outlet: Train your staff properly on return policies and customer service standards. Customers should never feel bullied or...

Really!! The worst experience!!!! When you read a deal, make sure that the cashier applied, I bought 2 belts with 70% discount and 20% more if you bought 2; when I gave the two belts to the cashier (Julia) I told to her that they have 20% additional because I was buying 2; and she told me Oh!! yes!!!and when I was reading the price in the screen of the cash register, and I asked to her again if she applied the 20%, she answered yes!!yes!!! And she put the receipt in the bag, then I took the receipt and I read the receipt and I asked to her, please could you show me where show the discount, oh it’s applied and she took her calculator did her operation owner and told me that the discount was applied and that she gave me more discount so I was very confused about the attitude of the cashier ( Julia) because I can’t believe that I was happened; and I leave at the store, So I returned at the store a few minutes and I talked with the manager and she told me that her cashier was very busy that it was the reason about her attitude, Excuse but when she assisted me nobody was behind me, the store was not busy, and I will left to everybody to think ; that the cashier will do with the discount...