I too was shocked. I sent my first Coach purse in in like September of 06. The leather was coming off of the purse. They said they couldn't fix it and that I would be given a credit to purchase a new purse.
What is even more weird is when I called today and talked to them, the guy was like "was someone trying to steal your purse" and I told him no. He then went on and on and on repeating that they wouldn't fix purses that looked like the owner had caused damage to them. Yeah because I wanted to purposefully destroy a $215 dollar purse
Even better this is what their website states:
What is the Coach guarantee?
Coach does its best to make sure you'll be satisfied with every purchase. However, should any item fall short of your expectations, by all means return it to us unused upon receipt. Just enclose the form included with your order and we will send you a prompt refund or replacement, whichever you prefer.
Coach products are made to ensure satisfaction and service for the natural life of the product. If, during its lifetime, your item should require repair, we offer a repair service for many of our products. There is a shipping and handling charge of $20 (plus tax, where applicable) for each item submitted for repair.
Umm when did a repair mean something other than repair. Last time I check a strap breaking (whether accidental or "purposefully" (in their mind)) is still a repair?
I love how they have a frickin guarantee but it isn't applying to me right now. I'll call and complain tomorrow.