COACH Outlet — Local services in Foley

I was gifted a bag that I would likely not carry. I went to the store and asked if I could exchange it with a gift receipt. A substantial amount of time had passed so I wanted to be sure. I was told that it would be no problem. When I came back with the bag, Monika (shorter hispanic lady) was the manager on duty but not the one I had spoken with. When she came out the back, she immediately approached me and her demeanor was NASTY. I attempted to overlook it and continued to browse the store. I guess the associate showed my exchange to her. She sought me out in the store and loudly told me that too much time had passed and she wouldn't be able to exchange the bag. She loudly counted the months on her fingers in the presence of other customers and spoke very condescendingly. I was a bit frustrated but also understanding of the rules. I decided to accept her answer and then thought about her demeanor during our interaction. I decided to speak with the general manager to simply express my disdain for the manner in which it all had been handled and asked Monika for their contact information. She refused to give it to me and told me that she could only take my info. I left but decided to call back the next day to try and reach the manager again. I spoke to Kelly and explained what I had going on. She told me that it's a "managers discretion" on whether to do an exchange outside of 30 days and though she wouldn't want to go against anyone, she would be willing to look at the bag and gift receipt and that I could come back over for the exchange. She sounded remorseful that things had transpired like they had so i was hopeful. I sent her pictures via text since the store is about 30 miles from me and another drive would be a waste if I was not certain that the exchange would take place. After sending her the pictures, Kelly called and told me that Monika had come in and they would not be able to return the bag because it was not in "original form." The implication is that Monika told her that they bag had been used. I have NEVER carried the bag and it had only been out of the shopping bag I received it in only 3 or 4 times. I reiterated this to Kelly but she stated she would have to go with Monika's assessment. Monika's assessment was a complete lie. I asked for identifying information for Kelly and all she would give me was her name. Monika, during my visit, provided me her name and a number that I deduce is her employee number. I made Kelly aware of this and she still refused to share hers. At this point, I requested the general manager's information again and was again, denied it. She did however give me his name, James Cottle, and I asked her to have him to call me but was not sure that she would due to her drastic change in demeanor. She actually did have him...or someone, a male, call me and without asking any questions, without much of an introduction, and completely no discussion, he agreed to exchange the bag for me. I had actually given up on that part of the matter and was willing to accept my losses. He gave me a price of $429 minus 60% and then another 15% off that because he said that was the current price of the bag. When I got to the store, bag was on the shelf for only 50% off. He told me I had four days to make the exchange. I made it over and when I walked in the store and identified myself, MULTIPLE PEOPLE started to fill the store from a back room. It felt...antagonizing and accusatory. It felt like I had been accused of some unscrupulous act of which I was not guilty. It felt as if I had done something wrong. I hadn't. I was just a customer who tried to cover all her bases only to be spoken to in a manner that was MUCH LESS that customer friendly anf be handled like I was asking for a handout. I wasn't asking for a handout, only consideration. I carry Coach bags regularly! Luckily I typically order them online. This store experience would have turned me off long before now! I HATED the way it made me feel. I don't wish that feeling on anyone else EVER. I WOULD NEVER RECCOMMEND THIS STORE TO...

I use to be local to this location but moved. I recently was looking to purchase a bag that was no longer available online so I reached out to the outlet closest to me for in store availability only to be met with an attitude then hung up on. I decided to reach out to this location as I had always had a pleasant experience there in person many times. I spoke with Sarah and she was such a ray of sunshine over the phone & was extremely helpful. She found exactly what I was looking for and assured me it was not an issue to ship it to me where I currently live. She also informed me that I have the option of using the sales associates here as personal shoppers which I had no idea was an option and I definitely plan on doing so. She told me she would send me a pay by link so I could pay for my bag over the phone without providing it to her directly. She explained she would send it after finishing up with another customer. An hour had passed by and she called me back to let me know she did not forget about me and was sending me the link at that very moment. I had no issues waiting my turn but the fact that she called back to assure me that she didn’t forget me was GREAT customer service. The transaction went smoothly and I received my bag a few days later perfectly wrapped with the sweetest handwritten card. I am obsessed with my purse and so happy I decided to call this location. The ladies here are wonderful and Sarah is such a gem! Highly recommend this location. Thank you Sarah. :)

UPDATE: I ordered the Halloween Rowan over the phone with Makayla recently and had another wonderful experience. Makayla packaged my purse up with such care and shipped it next day along with another sweet personalized card. I cannot praise this location enough for their hospitality, customer service & help. Thank you so...

I had a terrible experience around Black Friday on 11.22.2023 . Store associate named Ingrid (as shown on my receipt) had dealt with me and my friend with a bias attitude and was very rude. My friend and I stood at the checkout. She was first in line, with a blue Coach bag, then me with a Coach wallet. My friend was treated very disrespectfully from the very beginning, although at the same time they helped other customer at another checkout and treated her very politely and wrapped her bag in a nice wrapping paper as expected. When asked why they didn’t wrap my friend’s bag, the assistant said that that lady was a special customer, and rudely handed us the packaging bag without wrapping our purchases. There were other statements she made while we were trying to talk, but I'm not going to write here, she said, I said, my friend said... afterwards we were shockingly staring at her she just ignored us and quickly rang us the purchases and we left...

I think this whole incident should have escalated to the manager level from the very beginning, but we were so shocked by her (Ingrid's) attitude. I have never in my life been treated this way, nor my friend, especially when you are buying an expensive item...I wanted so badly to go back to the store and call management, my friend was offended too. I do not know the definition and reason for this attitude towards us, even after so many months, I remember this incident in the store with a disgusting feeling. I will never go to this...