COACH Outlet — Local services in Michigan City

I came last week to purchase a perfect gift for my beautiful manager. I ran into Chris who had exceptional customer service. He was very helpful unlike majority of the associates. I finally pick out a pair of shoes, a bag and a wallet. I wrap it and give the gift to my manager.

I found out that there was 2 different sizes in the box so I immediately call the store to inform them of the oppurtunity, and to secure the correct size to pick up on my next off day. So I called and a young lady picked up the phone and informed me that I would need to drive bank and exchange them at that point. So I tried to explain to her that I wanted to ensure that they had the shoe size that I needed and it seemed like she instantly had an attitude and informed me you need to speak with a manager. So I said I’ll hold for one.

So I’m transferred to Todd and he was the total opposite he informed me that he would hold the shoes for 2 weeks versus 1 and apologized for the opportunity.

So yesterday I drive over an hour to this location to change the shoes out and I saw other things I wanted but unfortunately they didn’t have the size I needed. So I asked the associates is there a way to check other local stores inventory. The 1st young lady directed me to the line and said only the cashiers could do that. So when I saw the line was extremely long I then asked another young lady is there any way to check a store for inventory without me waiting in line she then informed me that they only have access to ordering from another store and that it would cost you $10 shipping. I then explained to her that I would need the shoes by Tuesday so I would have to pick up the shoes. She then like shrugged her shoulders insinuating well we can’t help you.

So I left and went to my car and called the Aurora store who by the way had amazing customer service and they checked the local stores and referred me to the Rosemont location. Rosemont held the shoes and I drove from Michigan City to Rosemont to pick them up. I’m livid that I had to do the footwork when I was inside a location that wasn’t half as busy as the Rosemont location. Here is a store that doesn’t get Branding, customer service empathy. I could go on and on.

Todd and Chris gets it and I’m sorry that they are apart of that culture. The young ladies are in clusters chattering and are only offering basic service. Nothing more!! Brands are not surviving on basic service anymore check...

I purchase a bag from coach last june 2016 at howell mi outlet mall, but after a few months the magnet on it doesnt work anymore, didnt thought that i can return the bag since i had it for a while but while i was searching online about their return policy i saw a post from someone that she returned hers after 14mos after the purchased and they still took it back only for exchange. So i brought my bag to howell outlet mall where i bought it but the manager told me they can only exchange if i had it for 1yr and mine i had it for a yr and 2mos. I ask if there's a chance they can fix the magnet for free but they said no you have to pay 35$ and no assurance that it will get fix and will take 68weeks the most to have your purse back.. if they fix it then you paid 35$ if not they will refund your 35 and send back your purse.. i even ask if can atleast they give me credit or atleast get an exchange. But the answer i get is a NO. After 2days me and my husband has to go to Chicago so i decided to bring the bag with me and try my luck to return it at michigan city coach outlet mall on d way back home. And the manager i talk to in the store said the same thing that it should be within a yr of purchase they can exchange the item, but then he told me he will allow me to exhange my purse only once and i cant return it anymore and i was okay with it since im wasn't really asking for a refund just an exchange.. I got a purse and left the store with a big smile.. the cashier that helped me and the manager were both WONDERFUL!! Wish i got there names. Will definitely purchase there again and not on howell mi anymore. The other lady that i talk to howell even told me i cant return it or exchange its not even a yr since i purchase it. Thank you Michigan City coach outlet manager and staff for an awesome customer...

Worst customer service I have ever received at a Coach outlet. I had purchased a monogram sunglass case at this Lighthouse location, and after barely using it, the metal D-ring/clip at the side snapped in two pieces (see attached photos). I drove an hour to the store to exchange or return the case under warranty. The cashier at the counter was willing to honor the warranty and was in fact in the process of refunding me, when the manager Lauren stepped in and halted the transaction. Although it was barely a few days past the 1-year warranty and I had actually bought the case under the extended holiday return policy, she refused to listen or to uphold her employee's decision, much less apologize to me for Coach taking my money for garbage quality. Lauren was rude and belligerent, talked over me constantly, and would not even look me in the eye.

I am never coming back to this location or even buying any more products from Coach in the future. Coach's quality had steadily gone down the drain over the years, along with its customer service. More importantly, Coach should have a higher standard in hiring managers who treat customers with civility and respect, and should give them training in diversity and...