COACH Outlet — Local services in Johnson Creek

I hate that I have to write this, because I’ve loved Coach for over 20 years. It’s always represented affordable luxury to me — a brand I’ve proudly supported. But my recent experience at the Coach Johnson Creek location, specifically with the manager Jennifer, left me feeling disrespected, uncomfortable, and questioning whether Coach still stands for the inclusion and class it promotes.

Timeline: • About two weeks ago: I purchased a Coach hoodie online with Klarna. • A few days later: I realized I’d lost some weight (yay me!) and needed a smaller size. • Two days before visiting the store: I called and spoke with Sherry, who is one of the store’s managers. Sherry was professional and kind. I explained that I didn’t want the return to go back through Klarna and asked if I could bring the hoodie in — even though I had removed the tags — for a merchandise credit so I could repurchase the smaller size. She said that was fine and encouraged me to come in at my convenience. • When I arrived at the store: I was greeted politely at first, but once I explained the situation, everything changed. I was met with pushback and resistance, as if I was doing something wrong. I calmly explained that I had already spoken with management (Sherry) and had been told it could be done, yet I was met with skepticism instead of help.

Then Jennifer, another manager on duty, came over. I told her that the way the situation was unfolding didn’t feel right and that, as the only Black man in the store, I was beginning to feel uncomfortable. I never called her racist — I simply shared how the situation made me feel.

That’s when Jennifer started crying, saying she was “offended” that I would “think she’s racist.” Her emotional reaction completely shifted the focus from my legitimate concerns to her feelings.

That moment — whether intentional or not — was a textbook example of “white tears.” White tears happen when a white person’s emotional reaction, often crying, takes over a conversation about race or discomfort. It flips the dynamic so they become the victim, while the person of color is silenced or made to feel guilty for speaking up. That’s exactly what happened.

To make matters worse, the return wasn’t even handled correctly. I specifically asked for a merchandise credit, but Jennifer refunded it through Klarna anyway — exactly what I said I didn’t want. I left the store humiliated, frustrated, and disappointed.

This is why DEI (Diversity, Equity, and Inclusion) training matters. If Jennifer had real cultural awareness and emotional intelligence, she would’ve handled the situation with empathy and professionalism — not tears and defensiveness.

Coach — this experience was embarrassing, demeaning, and unacceptable. After that visit, I’ll never step foot in the Johnson Creek location again. And if the company doesn’t make sure its managers understand the difference between being called racist and acting in a racially insensitive way, then maybe Coach isn’t the brand I...

Excellent prices! Extremely helpful staff, especially Emily & Montrelle. If you go, become a Coach Insider to get all the news & extra discounts. Definitely worth the visit! And if they don't have it, they will source it for you. I'm looking forward to some new chain straps delivered to my door.

If my photo posted correctly, you can see my 10 year old purse & 5+ year old wallet on the left & my new purchases on the right. Once I use the Coach leather cleaner I also purchased at the store, I will pass the oldies on to my nieces. They wear like iron, and if something happens to an item, you can send it back to Coach for repairs... forever! I still pull out the first Coach bag I ever bought some 40 years ago, and it still receives...

We had a very unpleasant shopping experience at this Coach Outlet location. When we walked in no one greeted us or offered assistance. A white family came in right after us and staff greeted them but even then they did not offer any real help and just returned to the counter and started gossiping. The vibe from most of the associates felt cliquish and unwelcoming like mean girls which made it uncomfortable to shop.

The one positive was an older and shorter associate who at least greeted us and said goodbye politely. She seemed to be trying but overall the store atmosphere felt unprofessional and uninviting. Definitely not what I...