COACH — Local services in New York

Dear Coach, it is with a heavy heart that I have to break up with you. I am sad to say that my recent experience with Coach extinguished my last spark of hope that reputable companies would still back their product/s. After only two full years of use (I purchased three years ago for over $650.00 and kept it in my climate controlled closet for the following Spring) my Coach Madison Caroline Satchel started showing some serious signs of wear as the leather was flaking off of the bag. I was so disappointed but knowing that this was a Coach bag I thought I was in good hands, having put them in the same category as Nordstrom for customer service. I was set straight on that pretty much immediately when I took the bag into the store a few weeks ago, explained the situation to the sales associate who immediately looked disheartened to have to tell me that it was very unlikely that Coach would do anything for me. I couldn't believe it. She offered to send it off with the hope that they would perhaps replace my bag or offer me a coupon towards another one. I received a Coach box today with my bag in the same condition as it was when I sent it in and only a brief letter stating the following: "Enclosed is the Coach item that you sent to us for evaluation. Our craftsmen have carefully examined your item and have determined that it is exhibiting normal wear for its age and usage. The evaluation results, indicate that there is no evidence of any manufacturing defects. We regret that we cannot accommodate your request in this instance." Not even a coupon. I have bags that are 10 years old that certainly show signs of age, however, I have never seen leather peel off of anything that I own, regardless of age or use. The defect is either in the quality of leather used or the process in which it was tanned, resulting in the quality of the leather used. I am a 48 year old business woman and take impeccable care of my belongings. I love a beautiful, quality bag but if $650 buys me only two years of use then I will have to say good-bye to Coach. I believe it is worth mentioning that I have never once sent a bag back or expressed the slightest grievance with Coach before now. It is disappointing that they couldn't even humor me with a coupon. It's...

Ordered a pair of boots on 11/5 then called na use the address was incorrect. I called to have it changed and was told the address could not be changed so the order was delivered and returned to sender on 11/16. Then I called and was told on 12/1 I’d have my moment returned to me. Now it’s 12/3 and I haven’t had my money returned. I called and was one the phone for a hour and a half and nothing was done. The rep told me I’d get a store credit for 150.00 put me on hold for 45 to 50 mins and then told me the item still hasn’t been returned to coach. Which is not correct. Then I asked to speak to a supervisor or manager and was told there wasn’t one on the shift, how does that happen? I swear coach is the worst I will not recommend my loved ones to order from them. This is the worst customer service ever and all around a horrible experience. For coach to be such a high end store they have a horrible process and no one helps the customer. Never doing this again. Spoke with another representative named Emma she told me the product was there on 11/16 and a refund was processed but nothing was returned to the card then she said the refund must be a hold on my card but really how could you have a hold from 11/16 to 12/4. I asked to be transferred to a supervisor and she refused to transfer me then hung up on me. This is the worst customer service I have ever felt with in my life. For coach to be such a large company with a reputation they have you’d think they would have a better way of getting products or returns to their customers. I think coach is taking peoples money since it the holiday season and not giving products. There making money off us and refusing to give us what...

Hello Coach sales team,

I couldn't stress how disappointed we were upon opening up the present yesterday which I have bought in New York from Coach.

On 31st Dec 2024, my fiancé and I visited the Coach store at Hudson Yard's shopping mall. He chose the 3-in-1 full grain leather wallet in your store which I have then paid for his 40th's birthday present. At the same time, we also bought a brown zip around wallet for his mother.

I have certainly double and triple checked it was the right wallet before the sales rep went and wrap it up and put it in a gift box.

According to my credit card transaction, I have definitely paid for an Essential Zip Around wallet with the classic canvas and a men's 3-in-1 wallet.

However, when he opens his present yesterday, it was the WRONG wallet!! I believe that when the sales rep went and wrap the present up, they have either swapped it out or mistakenly put in a cheaper wallet which is the Slim Billfold Wallet instead.

This was so disappointing as I couldn't even go back for a swap as I live in Newcastle Upon Tyne in the UK, traveling back to New York for a wallet swap is simply impossible. I'm truly upset and gutted with what happened at the Coach store in Hudson Yard.

Could you please advise some solution for this huge disappointment? Especially when I have paid full price for the 3-in-1 wallet and received the cheaper and smaller version of it is simply...