COACH — Local services in Tysons

Updated review:

Had an Uber pleasant experience with the staff at Coach on a busy Sunday July 27th. I’ll set the scene, personally I avoid the mall on the weekends! Weekdays in the evening work best for me with less foot traffic. I was helping a friend out by gift shopping for them. Sunday around 4ish, there is construction blocks near Nordstrom so to the top deck I went! It was packed and my anxiety kicked in a bit. A few minutes of deep breaths and a mini pep talk did the trick! Entered thru Nordstrom, up to 2nd level, out into the mall, right to Coach. There were plenty staff in the store that greeted me. I kind of knew what I wanted, a cute tote, Nakyia approached me with a big bright smile “is there something I can help you find?” I said no, I’m looking for a gift, a tote. So basically I told her what I needed help with. She showed me some new bags and I immediately spotted some pretty sleek and smooth options. A quick FaceTime call with my friend to select the bag was perfect! It was the medium size Rouge bag in a unique and pretty green. I made the purchase and requested wrapping since it was gift. She was a joy to work with and we swapped eyeglass vendor recs! While I waited, I spotted a similar green wallet crossover, so cute. I didn’t need it but it matches a pair of glasses that I love to coordinate with! I spoke to “Janey’s Bell daughter”, gosh I can’t remember her name but she’s sweet and remembered me since previously Janet helped me with purchases before (she was off that day). That day when I did not want to be around alot of people, I felt welcomed and warmly taken care of by Coach’s staff! I’ll stop by again to show my coordination with the purse and glasses! The quality of the bags are top notch and with card will last you a long time! I still have my first coach bag from the 90’s!

Earlier this year: This evening I had a pleasant interaction and superb customer service experience with Janet. I was shopping on behalf of a friend for a bday gift. I had no idea what to get so I walked into Coach and was greeted by a gentleman while I had my EarPods on so I waved and he said “welcome and let me know if we can be of assistance!” Great, it’s a no sales pressure environment. It’s been a while since I’ve been in Coach and boy do they have some gorgeous leather goods! I had my buddy on the phone talking through what I saw and looked nice as a gift. I turned in FaceTime for a quick call with her and motioned to the gentlemen that I needed help. He asked Janet to assist me. Janet smiled and headed my way. I explained what I was looking at and wanted to know the price point on the belt bag that could be worked on the waist or crossbody. Very nice 100% leather in blue or black. We selected the black. Janet offered to wrap and ship it directly which I didn’t know was an option. She put in a big box with a snazzy bow! Meanwhile I picked out a little charter crossbody bag for myself! Welp, it’s my birthday month so I get a gift to! Anyway, it was last little bag in the mustard color. She even engraved one of the tags with my initials! The service was superb and Janet reminded me that Coach complimentarily cleans Leather coach bags on the exterior. It’s best to bring them in for same day service Monday- Thursday. I’ll be back for sure. She’s a gem and a natural professional with excellent customer centric skills! I’ll be back! Happy shopping and say hello to...

Coach once stood for craftsmanship, quality, and integrity. Today, it’s little more than an overpriced disappointment.

In the late ’90s, I purchased an $800 men’s alligator wallet from their Tysons store. It came with a lifetime warranty—clearly stated on my receipt. Within a year, the stitching began to unravel. I returned to the same store after work wearing a $4K Zegna suit and spoke with the same saleswoman who had sold it to me, now an assistant manager. Instead of honoring the warranty, she flatly refused to help, implying that without a receipt, I could have stolen it.

Later, I called corporate, receipt in hand. They apologized for my treatment but told me Coach no longer honors lifetime warranties, despite my purchase stating otherwise. Their solution? They would “inspect” the wallet. Two weeks later, I received it back with a letter admitting the stitching failure was a manufacturing defect—yet they demanded $280 to repair it. Years later I took it to Bedo’s Leatherworks for repair and Steve the owner was shocked how poor the entire stitching was and redid it all. I haven’t had any issues since!

Fast forward 14 years. My mother purchased a small purse from the same Tysons location for a European trip. Within weeks, the strap stitching unraveled mid-travel. Upon her return, she asked only for a replacement strap. Once again, Coach refused to honor the warranty, and the manager even suggested she had caused the damage to try to return it—an insulting and baseless assumption.

Coach no longer stands behind its products, its promises, or its customers. The sales staff and management have traded professionalism for dismissiveness, and customer service for condescension. Once a premium brand, Coach is now a...

I came to this location to buy a bag and a wallet for my girlfriend, and Mrs. Deeqa helped me out. Her customer service was unbelievable, she genuinely cared about my purchases. She helped me buy the bag in person, and the wallet online. This took about 3 or 4 times where I had to come into the store, and she was always there and even remembered me. I valued that highly. I also wanted to get a monogram, but their machine wasn’t working so she told me to go to the Pentagon location and I was able to get it done there. Afterwards, I wanted to get the wallet monogramed as well and she was there again! She was always there when I went which was so efficient and as a customer, I felt like I was welcomed always because of her. She advised us with her knowledge, and even gave us a free coach tag for my girlfriend to put on her keychain. She is the best, and I would recommend her to anyone who is shopping there. She actually cares about her clients, and builds a very nice relationship that will definitely...