COACH — Local services in Burlington

On two separate occasions over the phone, the assistant manager who didn’t give me her name provided horrible service .

First time - I called and inquired about a Brooklyn bag that was on sale. I called to confirm price of 177. She told me the bag isn’t in stock but she can order it . I asked the price 3 times and she said we can order it for you . I raised my voice and told her I just want to know the price she finally told me, bought somewhere else because that was unnecessary she was so focused on getting just a sale and not helping me.

Today 8-18: I called and requested a bag to be authenticated with the number on the story patch , she refused and told me she can’t do that. She wanted me to wait until the manager was in store. I called the wonderful Salem Nh location and they did it for me no issue. I also purchased another bag over the phone :) I then called the store at 1040 this am and she didn’t answer 2 times . Something needs to change , either she needs to be retrained or moved to a different location ....

The customer service here in the Burlington Mall is honestly amazing. Visted earlier this week to make an in-store return from an online purchase. Nothing wrong with the item, the size simply ran a lil bigger than normal. Phoebe was exceptional. Long story short, the site was experiencing a computer IT issue and was unable to access the refund process at the time of my arrival. She invited me to leave the item, rather than wait and assured me that the refund would be processed asap. She took my information and texted me within a couple of hours. The text included a copy of the refund receipt and an extremely nice message explaining the process. It was comforting because this return wasn't for myself as I was doing a favor. At a time where I feel customer service is lacking all around us, Phoebe and her accompanied staff were more than accommodating and went the extra mile to put me at ease. Exceptional customer service and I highly recommend this store. 100...

I took in a bag I purchased at Copley about a month ago and wanted to simply do an exchange. The Manager explained the return policy to me and said I was two days late to return it and suggested I call Copley to see if they wanted to take it back since I purchased itn there. I asked who else I could speak to since I was extremely discouraged. She simply said 'me. Her demeanor was short, unpleasant and quite snobby.. I will be sure to take my Coach shopping elsewhere. There is no reason I could not make a simple exchange with a bag that was brand new and in perfect condiiton. Would not have been a loss to them at all. I will also be sure to let all my Bedford and surrounding town friends know to go...