COACH — Local services in Chicago

I am a 21 years military veteran who suffers from a few disabilities. One of the disability is plantar fasciitis. In addition to this, my family and I live on a fixed income and wasting money is not an option for us. On June 14, 2021 while traveling with my family, my wife and my son decided to treat me to an early Father’s Day present and put their monies together to purchase a Coach shoe I have been researching online. I visited the Coach store located on 625 North Michigan Avenue in Chicago, Illinois around 6:30 pm. After entering the sore, I asked for their Men’s shoe section and a sales associate pointed to the back section of the store. I walked back there for some assistance, however, the sales associate working in that section was on the phone. He never acknowledged my presence even after waiting around for several minutes. I eventually left and met back up with my family. After telling my wife my initial experience at that Coach store, she convinced me to give the store another try as we both know that’s not what we’ve come to experience from the others we’ve shopped at before. I eventually went back inside and my wife and son soon joined me. I met with a sales associate named Corey Cantrell. He was the same sales associate who was on the telephone the first time I entered the store who never acknowledged my presence. Corey apologized for the incident, and stated “the first time you came in I was on an important phone call and I’m happy you came back.” I proceeded to tell him I was interested in ordering the Coach Canvas brand shoes. He explained the background of the shoe and also explained the ordering process. I specifically asked Corey to try on a size 11.5 before ordering the shoe. Corey stated “I’m sorry, they don’t make those in an 11.5.” He proceeded to tell me Coach does not make half sizes after 10.5. He asked a co-worker to bring out a size 10.5 and size 11. I explained to Corey my accurate size is an 11.5 and he again said that size was not available, however, Coach makes the full sizes comparable to the half sizes for the shoes that does not have half sizes. I tried on the sizes brought out and reluctantly went with the size 11 based on Corey’s suggestion. Of note: As Corey was assisting me, his personal cell phone rang two separate times. He grabbed his cell phone and eventually looked at it and finally silenced the ringer. He divulged to me that it was a personal call and he would continue to try and ignore it.I designed the Coach Citysole Canvas shoe with inputs from my wife, my son, and Corey. As we were designing it, I mentioned to Corey I wish they made them in an 11.5 and he also concurred but again said that was not an option. He assured me a smaller size would not be a problem since those specific shoes were made big. After we completed the order, we walked downstairs for payment and since it was still on my mind I mentioned to Corey “are you sure they don’t come in an 11.5” and he said with an exhausting voice, “No they don’t”. I paid the total sum of $303.19 for the size 11 Coach Citysole Canvas shoe. Corey gave me a receipt and said he would follow up with me on the status of my order. My family and I were the last customers in the store and it closed after we departed. My 14 year old son, who also did some research on the Coach Canvas shoe, said to me “Dad I think the sales guy was lying to you.” I asked him why and he said I’ll show you once we get to the car. Once we got to the car, my son showed me his phone. He pulled up the same style of Coach canvas shoe online and the option showed 11.5! I was so upset that Corey consistently misinformed to me about the size 11.5 I originally requested. I immediately contacted the Coach store the next day to speak with Corey. When Corey eventually got on the phone, I asked one more time, about the size 11.5 in the shoes I just ordered. He checked with another employee as I was on the phone and said “yeah they make them in a size 11.5”. I was beyond disappointment. At that point all Corey could say was "you can't get your...

Overall, I am disappointed with the lack of customer service and communication at this location. I was genuinely excited to purchase a limited-edition purse that was no longer available online. My local outlet store confirmed that the Chicago location had it in stock and suggested I call them directly to complete a pay-by-link transaction, which would include free shipping. They even provided me with the correct purse code and color ID to ensure I received the right item. I had never done a transaction like this before, so I followed their advice and called the Chicago store on Friday, 8/1. I spoke with a sales associate who seemed unsure of the process. I gave her the correct codes that my outlet store gave me and eventually I was sent a payment link. The link didn’t show an image of the item, but I assumed it was the correct item and paid. I wondered if it would show on my account, so I logged into Coach to see. I confirmed the transaction did show there — and saw immediately that it was the wrong bag. I called back right away and spoke with the same associate, who transferred me to someone else. It was confirmed that the codes I gave were right, and that the associate used codes for the wrong bag. That person assured me it wasn’t an issue — they would process a return and send a new pay link for the correct purse. I appreciated their willingness to fix it, and I was kind and understanding throughout the conversation. However, this is where things began to fall apart. Later that evening, I received an email saying the (incorrect) item had shipped. I called again, my tone was polite but concerned, and I was told not to worry — it hadn’t actually been shipped, they were just busy and hadn’t processed the return yet. They reassured me the correct purse was set aside, and the return would be handled shortly. The next day, 8/2, there was still no update, so I called again. Again, I was polite and didn't want to be a bother but was just following up. This time, a manager got on the phone and said they actually had to wait 24 hours before processing a return (something no one had told me previously). I was promised a refund confirmation within 30 minutes and a new pay link soon after. By the end of the day, I did receive confirmation that the item was returned. But despite waiting patiently, by 8/4 I still had not received a new payment link. When I called again, I was met with rudeness and vague promises that the link would be sent. It never was. At this point, I contacted my local store again, and they kindly referred me to a different location that had the purse in stock. That store sent the link, processed my payment, and shipped the item the same day — with no issues. Unfortunately, I never received the promised link from the Chicago store. Based on this experience and now reading similar stories in other reviews, it’s clear that the customer service here is inconsistent and communication is poor. I remained polite and upbeat through the process, but it’s incredibly frustrating to feel like I had to chase every step of a simple transaction — especially as someone unfamiliar with how this process works. I hope the store can improve its communication and follow-through for future customers, especially when dealing with high-demand,...

My latest experience at this store was so terrible I truly think I will never return.

First off, I love Coach and I love Coach bags. The brand is wonderful. This particular store, I have purchased 4 bags from now over the last year totaling a few thousand dollars - and I say that because I know what to expect in the product.

This last trip was HORRIBLE. I purchased a Duffle 45 and was told I was “lucky” because it was the last one in the store - lucky I was not. I asked them to gift wrap the bag for me as I always do, because I wanted to take it home protected and love the extra experience. I waited about 15 minutes in the store while they gift wrapped it - and assumed cleaned it (I shouldn’t assume…) and was handed a black shopping bag and left.

When I got home I opened the bag and the worst experience ever began. The duffle bag was wrapped in a white plastic coach bag that seemed like a garbage bag, and the bag inside was FILTY. There was white lint covering the interior from being stuffed with pillows on the shelf for the last year, the handles were creases, the side of the bag was creased, there was even a long women’s HAIR inside the bag. Even the strap was just thrown in there like a mangled animal. Although they said it was the last one in the store, I guess I was hopeful they meant the last one in the back from the store - not the display bag that’s been on the shelf for months getting saggy and abused by every person that comes in.

So the nightmare continues. I emailed the Coach with my problems and suggested that they send me a replacement and I will swap it - I live over 3 hours away so I can’t just pop in. Long story short, about 10 emails in they told me to deal with the store directly!!! WHAT!? Firstly, again, I live over 3 hours away. Secondly I was the “lucky” owner of the last bag in the store and I didn’t want a refund - I just wanted a new bag.

I then called customer support and after being placed on hold 5 times, sending 2 more emails, and sitting on the phone for 25 minutes they were FINALLY willing to just send me a dang bag in the mail! It’s day 2 now and ive already sent Coach the other bag back. I have a confirmation email, but it states to not have even shipped out yet so I guess we will see how long that process takes. Glad I’m out $600 just sitting here in limbo.

I believe this will be my 7th or 8th bag I’ve purchased in 2 years from Coach and I’ve shopped at various Coach stores in the U.S.. I was VERY surprised how terrible this entire transaction went and it...