COACH — Local services in Novi

I purchased a $400 purse on Tuesday in Chicago as I was there to see the show Hamilton. I purchased it at the Coach store on Michigan Avenue. They gave me the purse in a silk bag and then put it in a bag with handles. When I went to use it that evening I pulled it out of the bag and started putting my things in. When I did it, I noticed that the purse just didn't look "new". It had the appearance of being used, but I couldn't put my finger on it. I did used to bag for dinner and I noticed that the handles weren't right. One of them was twisted little more than the other and as a result it was so uncomfortable holding onto the bag. So I made the decision once I return to Michigan to exchange it for the same purse. So the next day I went into the Coach store at 12 oaks in Novi and spoke to a Caroline. I explained to her my concerns and asked her to exchange the purse with one that was identical. I had the receipt from the prior day. She had a condescending attitude immediately and I wasn't quite understanding why they weren't going to the process the exchange. She indicated to me that they would have to call customer service and the bag would have to be sent out for repair. I truly did not understand this and began asking questions. She made me feel as if I were trying to pull a fast one. I explained to her I just got the bag the prior day. After calling customer service, customer service asked me why she just didn't exchange it. Caroline told me it was because of the condition of the bag. I indicated to her if she saw something wrong with the bag, that was the way I received it. I asked her what about the condition of the bag was objectionable And she just stood deaf and mute. I despise condescending retail sales robots with little in the way of brains. She also told me because I had a tag monogrammed, which was offered by the sales person who sold me the bag free of charge, that that then made the bag a final sale. I was never told that if I have the tag that can be removed easily monogrammed that it would make it a final sale. That truly is preposterous! It was attached to the purse by a small chain. My advice to Coach would be to immediately terminate your sales robots in the Novi store and replace them with genuine, intelligent, professional women who look after the best interest of...

Beware of their return policy, I purchased REGULAR PRICED items from this location, however when I tried to return the items the very next week( unused)they told me that i could not return them. They told me I couldn’t return them because the items were discontinued. Not once I was ever told that when I purchased them. The manager, Heidi was very rude and argumentative. She told me that my problem was not her problem. However the other manager Tina was great, she offered me another alternative, after I told them I was not leaving until they address my problem. I had to mail them back to Coach, which they should have told me that when I first walked into store, not a hour later. I will never shop at this location as long as Heidi works there, she has very poor customer service skills and she needs to...

Very surprised by the negative reviews for this fantastic Coach location! Stopped in today after work to buy a new wallet, and was drawn to the mahogany water buffalo double billfold. I am notoriously picky when purchasing leather goods and would not purchase any wallet I was not satisfied with. Tracy immediately greeted me and a few minutes into my visit asked if I needed assistance. After explaining what I was looking for, she came out with four wallets and allowed me to inspect each one until I made my final decision. She understood and respected the attention to detail I brought to my shopping and had a fantastic knowledge of the product itself. Came home with a new wallet and couldn't be happier, will definitely visit this location again when I buy a new...