COACH Outlet — Local services in Milpitas

Let me start by saying this isn’t my first bad experience with this store. I'll share my previous experience another time, but for now, I need to highlight today's incident.

I visited the Coach store to return a bag I had purchased 45 days ago, acknowledging it was past the 30-day return window. Due to injuries from a car accident, which occurred during this period, I couldn't make it to the store earlier. I am seven months pregnant and have been undergoing physical therapy since the accident, limiting my mobility.

Upon explaining my situation, the manager on duty, Sayri, told me I should have called to request an extension. Considering my circumstances, this response was both insensitive and unrealistic. Despite providing proof of purchase, I was treated dismissively.

When I asked to speak with Sayri's manager, she radioed her, only to return with a condescending remark about my "snarky attitude" and claimed the manager was busy. I insisted on speaking with the manager and was then told she had clocked out, even though it was clear she was still available moments earlier.

The situation escalated when I requested the manager's name, and Sayri, along with the other staff, refused to provide it. I have never encountered such unprofessionalism and lack of transparency.

Eventually, after indicating my intent to contact corporate, my original request was accommodated, and I received a refund. However, this experience left me deeply discouraged about supporting a brand that handles customer service so poorly.

If you are reading this, be wary of Coach at the Great Mall location and perhaps all Coach stores.

This level of service is unacceptable and needs addressing...

The worst service that I ever received at an American Store.

I went to this store at 2:00 PM PST today to buy a belt. COACH has standard belt size without numbers and they cut it for the purchaser after making the payment.

The cashier is not experienced or doesn’t have good manners.

She ran all the way out to know the name of the associate who showed me the belt section. It was a little waiting time.

I asked her to cut the belt for 38 and she replied that she doesn’t know anything about men’s belt. Really? It was suggested to get assistance from other associates but she kept asking me about the unit for 38. In USA, they don’t practice metric system and a man like me certainly can’t wear 38 CM or 38 feet belt. It is default to inches. Finally, another cashier assisted her with inches and the cut was done. This store must educate their associates about belt size, inches and how to cut them etc.

I didn’t know that I have to pay 10 cents for the bag (the payment for the belt was done before the cut) and she refused to give me a bag but gave a small clothed one.

The alarm started beeping when I exit the store. Guess what, she forgot to remove the security tag from the belt.

A very poor customer service for $56 worth of belt.

The store owner must fix the customer line arrangement here. The two way customer lines doesn’t help anyone.

It is...

Terrible customer service and horrible staffs. We went there on Tuesdays when to shop pretty empty, only couple customers. Theresa the staff there looked down on my mom and discriminated my mom like poor and wouldn't have money to pay. She didn't bother to help but keep looking at her phone. We asked for size 7 and 1/2 but she told us a display shoes is 7, just try it. She's talking barely look at us. I already got upset when she didn't treat my mom right. My mom dressed not classy but she has her right and deserves to treat right like everyone. We pay for the what we want we didn't ask for free.

We went to pay for the shoes, the price went up from $89 to $99. I told the cashier and Theresa to check, they both said $99 and Theresa barely look at the sign of the price mark on the shelf but confirmed it was $99. I pointed to the price $89 but they still said price is $99 and said in the system was $99. This is the trick when they put on the shelves lowered price then when go to pay the price is higher and they would act we are cheap if don't buy. We ended up didn't buy because this is not ethical.

I hope CEO or someone up high can see this and stop this or...