COACH- consumer beware!

ASUADPi · #1 03-26-2008, 09:44 AM

Well they say that when you are displeased by something that you tell 10 people. I'm going online to warn people.

I had a COACH purse damaged, so I sent it in (along with $20 bucks) stating the issue. COACH cashed my check and then sent my damaged purse and a letter that essentially states "we ain't fixing it" back to me.

When I called COACH they said that the purse was damaged by someone cutting it (which was not the case) so therefore it wasn't "their problem".

I am completely shocked by COACH. For such a huge company, and especially one that 'stands by their name', they are basically saying 'um your screwed'. When I expressed my distaste and how I'm now out $215.00 (yes that is how much I paid) the representative was like "so".

I have filed a complaint with the BBB but I highly doubt anything will happen.

If anything I intend to pass on for consumers to be wary of COACH, because obviously they do not stand by their products, except when it suits them.

texas*princess · #2 03-26-2008, 09:51 AM

Would you mind telling us what happened then?

I've never had any problems with the way they handle things or their customer service.

sigmadiva · #3 03-26-2008, 01:28 PM

When you got your Coach, did you mail in the registration card with the purse's ID number that is stamped on the inside? I have a number of Coach bags and I always tried to remember to send in the registration card when I bought the purse. I've had to send in a few for zipper problems and the stitching falling apart and I never had a problem with customer service. But, then I made sure I sent in the registration card for the purse.

APhi Sailorgirl · #4 03-26-2008, 03:10 PM

I am sorry you had that problem. I actually just had the opposite experience. I had the reversible tote. Well after a lot of use, the corners began to rip from wear. I sent it in and just received my credit letter.

Maybe it was because I registered my bag online?

KSUViolet06 · #5 03-26-2008, 10:53 PM

I'm sorry about your bag. That's interesting because I've never had this problem, even with bags I forgot to register. They're usually very good about making repairs or crediting me if something can't be fixed. But then again, I've never sent a purse in with anything other seam issues or pocket stitching wear and tear.

SWTXBelle · #6 03-26-2008, 11:26 PM

I'm surprised too - I've had to send two bags for repairs, and both times it was handled well. Sorry it didn't hold true for you.

Kappamd · #7 03-26-2008, 11:47 PM

I'm surprised as well. Of all the companies I've ever had to deal with for repairs/replacements/etc., I would say Coach has been one of the best. I'm sorry they weren't as helpful to you.

ASUADPi · #8 03-27-2008, 12:12 AM

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.

ZTABullwinkle · #9 03-27-2008, 12:23 AM

I have several COACH purses, but never got a number to "register." Two of them are looking pretty rough. This is a good thing to know, I had no idea!

Honeykiss1974 · #10 03-27-2008, 07:29 AM

I'm sorry this happened. My experience has great with them in terms of repairs.

I will say that their repair guarentee is for only "wear and tear" so if it does seem like the bags was purposely damage, they won't repair it. Sadly, there are people that will damage a bag on purpose just so they can get the credit for something new. GRRRR Those bad apples ruin it for everyone

Are you near a Coach store? I would take it in and have the sales associate look at it and resend it in for repair (most of the time they don't charge you the $20 shipping fee too). If not, Maybe it can be repaired through a local cobbler.

Good luck!

Oh yeah, there is no need to register your bags anymore (in fact, those cards no longer come with the bags anyways).

ZTAngel · #11 03-27-2008, 07:37 AM

Do you all know if Coach's repair service covers stain removal? I don't have a stain per se on my bag. My bag is off-white and the bottom of it is looking a little dirty from setting it down on tables in restaurants or somewhere that's not 100% clean. I'd love to get that fixed!

And I never got a registration card with my bag either.

Sorry to hear about what happened to your bag! Many times, a reputable shoe/handbag repair shop will be to fix it.

texas*princess · #12 03-27-2008, 09:35 AM

Quote:

Originally Posted by ZTAngel

Do you all know if Coach's repair service covers stain removal? I don't have a stain per se on my bag. My bag is off-white and the bottom of it is looking a little dirty from setting it down on tables in restaurants or somewhere that's not 100% clean. I'd love to get that fixed!

Have you tried the Coach cleaner & moisturizer?

I've heard of a couple of people who were able to send their bag in b/c of color transfer issues, but not normal cleaning.

ZTAngel · #13 03-27-2008, 11:06 AM

Quote:

Originally Posted by texas*princess

Have you tried the Coach cleaner & moisturizer?

My bag has a cloth bottom rather than leather. Do you know if that cleaner will work on it? I guess I could just bring it into Coach and ask them but that requires me to drive over to crowded mall and I just don't have the patience for it.

ETA:

My bag is similar to this one except a few years older. In between those two leather things on the sides is the cloth material which extends to the bottom and has gotten all kinds of dirty through out the 3 years that I've owned the bag.

texas*princess · #14 03-27-2008, 09:34 AM

Quote:

Originally Posted by ZTABullwinkle

I have several COACH purses, but never got a number to "register." Two of them are looking pretty rough. This is a good thing to know, I had no idea!

All authentic Coach bags have a serial number embossed inside the purse right under the creed. Some pouches (the really small purses) don't have them, but all other bags do.

Coach used to supply registration cards with their bags, but they haven't done that in awhile. You can, however, register your bags online.

APhi Sailorgirl · #15 03-27-2008, 09:23 AM

ZTAngle-unfortunately no, coach doesn't clean bags.

I had a friend with one of their suede bags to took it to our local cleaners who she knew wouldn't mess it up. I think they were able to clean it a bit for her. You may want to check into that.