COACH Outlet — Local services in Livermore

On July 4th, 2023, I had an extremely unpleasant shopping experience at Coach of SF Premium Outlet. In the afternoon, I purchased a "Coach West Backpack in signature Canvas" that had an original price of $550. The shelf where the backpack was displayed had a "60% off" tag, and there was an additional 15% off promotion. During the checkout process, I paid $203.25 + $20.82, totaling $224.07.

However, just two minutes after completing the purchase, I realized that based on the promotions, the price before tax should have been $550 * 0.4 * 0.85 = $187, not $203. I approached the counter and asked the lady who assisted with the checkout for clarification. Before she could explain anything, a white female employee with blonde hair intervened and claimed she could help me. After working on the computer, she adamantly insisted that the $203 price was correct without providing any explanation.

I tried to explain my calculations to her, but she continually denied them without listening. When I began explaining that a 60% off discount means the price is 40% of the original, she abruptly said, "No!" I was perplexed by her denial. I showed her that the first 60% off promotion was not applied correctly by pointing out that $550 * 0.6 equals $330, not $311 as indicated on the receipt. However, she continued to deny it and said, "There have been 10-20 people buying this bag today, and none of them complained. It is not wrong. Do you want to return this bag? I can do it right now."

As our argument escalated, she began shouting at me in a very unpleasant tone, demanding to know where I had found the bag and insisting that I take her there. Feeling threatened, I escorted her to the shelf where the bag was located. Once we reached the shelf, she swiftly removed the "60% off" tag and claimed it should not have been there, stating it should have been a fixed price tag and that it was a mistake. However, I know the tag had been present for at least a couple of hours because I had seen it during both my visits to the Coach store at around 3 PM and 5:20 PM. Moreover, during our earlier argument, she never denied the existence of the "60% off" tag. Eventually, after further debate, she agreed to recalculate the price as I had initially expected. However, she proceeded to speak to another male employee, using a very condescending tone and saying, "It would only be a $5 difference." In that moment, I felt deeply insulted. It does not matter if it is $5 or even 1 cent; such words should not be tolerated.

Throughout the entire process, I never received an apology or even sensed a hint of apology in her tone. I am extremely disappointed and upset by this experience. As a customer, I have the right to receive clarification regarding the price. It would have been a simple matter for her to verify the mistake by checking the shelf herself. However, she chose to argue, threaten, and insult me instead. I have encountered similar situations at other stores in the past where pricing tags were incorrect, but those instances were handled professionally, and I never felt disrespected. However, today I felt utterly...

Coach used to be my go-to brand when I want to choose gift for my family and friends. But I had an extremely unpleasant shopping experience here in store yesterday, on Aug 31, 2022.

I bought a belt in store for my dad's birthday gift and since it is one size, I asked for help to cut it. The cashier called for another lady for help, and later I knew she is the manager of the store. And here is the conversation we had: Manager: How long do you want me to cut it? Me: I just bought another belt which is the right size, do you want it for comparison? Manager: yes, can I see it. I gave the other belt to her, I bought it just before we went to the store, so it is also brand new and well wrapped. Manager: can I unwrap it? Me: yes sure, go ahead Manager: Do you want me to cut it 4 inches or I can cut 2 inches every time and you can see the difference Me: yes, 2 inches at a time And then the manager cut the belt. When she cut the belt, the two belts were put next to each other. The Coach belt is pretty hard and I noticed that her scissors scrapes on the other belt. I did not call it out immediately because I trusted her to be professional. But later when the 2 cuts finished, I was checking on the other belt, I can see two marks on it, right on the place where she made the cuts. Me: here are two marks you might made just now. Manager: No I did not cut that belt Me: I didn't say you cut the belt, I mean your scissors touched the belt and left the marks there Manager: no I did not touch that belt, I only cut ours Me: No I see the scissors touched this belt Manager: no, I did not Me: can I talk to your manager Manager: I am the manager Me: ok, so is there a camera, we can check the camera Manager: yes we have camera, but we cannot let you see. And I don't work for that company I can do nothing for that. We have a long line here for other customers. We need to help with next customer.

Till now I really have nothing to say. Even a 5 years old child knows if you might broke other's things, first thing you should say is sorry, or sorry to hear that. All I hear yesterday is "I did not cut it" " I did not touch it" "I can do nothing about it" "you are the only one complain today". Which feels me like a rude person and intend to make trouble on her. She could say "I am sorry for that, we can talk off the line", but she didn't; she could say "We can check on the camera, if I touched it we can discuss more on the resolution", but she didn't. I don't know if anyone else faces the similar issue, or it just happen on me because I am an Asian mom, speaking with a not that fluent English, caring with a young baby. And that moment, I feel helpless, upsert and disappointed because.

I was raised up with "Every adult should be responsible for his behavior/words. And Every adult should not let others to pay for your mistake". But I don't feel like that yesterday in this store, and I don't feel respect, even if not being a customer. This is not a good sign for the Brand, for the Company, even for...

This particular coach outlet was horrible. My friend and I drive an hour away to return some shoes because Coach wanted to charge $25 to ship. Once there, we walked up to the store and was told to sign in via our phones and wait to be text. We mentioned that all we had was a simple return and needed to be somewhere else soon. The manager Jess/Jess?! told us that it didn't matter, we still needed to check in and wait to be texted. It said we had almost three hours to wait before it was our turn. When I tried to explain to the store manager that all we needed to do was return, and given there was no line outside and only a COUPLE of people in the store at the time, could we just make the return and leave. The manager didn't care and told us we'd have to wait almost three hours. I had just had eye surgery and it was very hot, but because we drove an hour away, we waited.

This is concerning to me because there was only a couple of people in the store and we could have returned the item and been en route to our next destination. The manager was very difficult to communicate with overall. Once in the store THREE HOURS LATER, they refused to give the money back even though they had the receipt, and we ended up getting a store credit. They didn't even try to accommodate and fix the issue. Given the HORRIBLE customer service and THREE hour wait, my friend and I chose to NEVER shop coach again. Now she's stuck with a gift card because they wouldn't give her the money.

They could have accommodated us to return instead of waiting that long. It was really disheartening that I just had surgery and the manager didn't care. He wouldn't even listen. At this point, coach needs to fix this issue ASAP, or they'll lose two customers for life. I'm really thinking about returning the two purses I bought for almost $300...