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1.5 145 Reviews

Coach Complaints Summary

17 Resolved
128 Unresolved
Our verdict: With Coach's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Coach reviews & complaints 145

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Newest Coach reviews & complaints

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8:58 pm EST
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Coach - Mail order passport case with monogram

I ordered a black leather passport case with the monogram "WMC" on November 15, 2023, Order # CUP02280834. This was a gift. It arrived on November 22, 2023. I went to wrap the item as we were giving it as a gift. It was then that I saw the passport holder had no monogram. I called the customer service number on the card that came with the wallet...

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6:05 pm EDT

Coach Order Not Received

We placed online order and package was supposedly delivered on 6/27/23; however, we didn't receive them. We reached out to Coach and a case was created. Coach stated that they will file a claim with UPS as well. After a long wait, we reached out to Coach again and they told us that the case was closed and we need to contact UPS.

Overall, it's very poor customer service from Coach and they took no responsibility in making sure the issue is resolved.

Desired outcome: Full refund

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11:51 am EDT
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Coach 2 bags

I went to return 2 bags I purchased one week ago and the one I went to return at was the Tanger outlets in Pigeon Forge Tn. The girl that was waiting the counter asked for manager to come up to approve the return cause it was cash and that manager looks at bags (with tags might I add) and says let me get a manager to look at bags. Comes back with the RUDE manager and says we can’t return these they have been used (mind you the tags still on merchandise) and I did get VERY upset cause they have NOT been used and look like new. I was then very rudely told sorry mam but no return. I feel this was VERY RUDE and I love 2 hours away and drove down to return this and this only. I spend a TON of money here at Coach but that was my LAST purchase. And she (manager) needs to be fired cause her customer service skills are TERRIBLE.

Desired outcome: A REFUND

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5:56 pm EDT
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Coach - Coach outlet belt cutting service

Coach used to be my go-to brand when I want to choose gift for my family and friends. But I had an extremely unpleasant shopping experience here in store yesterday, on Aug 31, 2022. I bought a belt in store for my dad's birthday gift and since it is one size, I asked for help to cut it. The cashier called for another lady for help, and later I knew she i...

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5:01 pm EDT
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Coach The salesperson at the coach store

Me and my boyfriend were looking at purses for myself and when I saw one I liked, my boyfriend took it to a sales rep asking if there was any discount we could get on it. The sales person did not see me near the back of the store picking out a wallet and, right in front of me, holding the bag I want, went up to a sales rep right beside me and said "hey, pretend I'm talking to you about this purse. They want to know if there's a discount so I'm pretending to ask". I spoke up and told him "I'm right here!".

This was very shady and unnecessary. I'm a huge fan of Coach purses but to know that your sales rep are going to put on a show to pretend like they're giving me good customer service cheapens your brand.

On the way out of the store we informed his supervisor, but unfortunately walked out empty handed due to the circumstances.

Desired outcome: Some reason I should shop at your store again and not go complaining online about it...

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12:13 pm EDT
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Coach Scam going around on Facebook

There is a scam going around on Facebook using COACH’s name

I just wanted someone aware at COACH of a scam going around on Facebook saying it’s COACH. Below is some of what it does, I have a picture I took of the site if anyone is interested.

COACH

Time remaining:

9

Congratulations!

You've been selected to participate in the Coach campaign.

You have the chance to win a Coach bag for only $6.95!

If you want your Coach bag, you'll have to take a survey to confirm that you're a real person.

Hurry, the number of lots is limited!

Question 1 of 3 Are you from US?

Yes

No

13 Comments:

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1:57 pm EDT

Coach Coach Outlet

Purchased Haley loafers for my daughters birthday. They did not fit. Returned for next size, still did not fit. First return was within 30 days. Second return within 30 days. They returned shoes back to me, said they had been worn. Left shoe had been tried on. Sent back again. They have informed me they will only give store credit, due to time frame. Please don't ever order from coach outle. Sherry Whitley.

Desired outcome: Refund back on debit card. Keep store credit.

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Erica Strauss
, US
Aug 14, 2023 8:52 pm EDT
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I unfortunately fell for it too. I’m call my credit card to dispute since now I know it’s a scam.

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12:32 am EDT
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Coach Service that provided by coach outlet citadel mall

Dear Coach, I am filing a complaint regarding a coach outlet store manager Richard at Citadel outlet mall in City of Commerce, California. Richard was nice to me last xmas when I came in to the store at Citadel outlet store because I used to give him starbuck gift card as a courteously for his service. Since last xmas I have not giving him gift card anymore however his service to me changed today. I ordered online and come to pick up at 8:30pm where the store closed at 9:00pm he gave me a hard time and yelling to the store staffs my name and said that don't give it to me next time if I come late. This is very very rude. Another time, I found that he provide excellence service to an asian lady who I happened to know and she told me that she gave him money often so that Richard would treat her nicely. This is very injustice as a store manager. I am asking Coach management to look into this.

Desired outcome: I would like Coach management to look into Richard behavior as a store manager that he takes gift card and money from customers in order to give better service and rude to those who don't. This is a big problem for coach.

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12:22 pm EDT
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Coach Sweepstakes

On Saturday July 1,2023 I entered a sweepstakes for a coach bag. This is not something that I’ve never entertained before. Against my better judgement I entered and I was told that I had won a coach bag. I was given a order ID # [protected]. And I was told I only needed to pay for shipping of $5.95. My bag would be shipped out in 2-3 days. I was told that all I needed to do was pay the shipping and sit back and wait for my bag to be delivered. I’m still not sure that this was not a scam but the $5.95 I paid was wirth the risk to recieve one if your bags. If you can give me some clarity I would greatly appreciate it.

Sincerely,

Terri Charles

[protected]@gmail.com

[protected]

Desired outcome: I would love to recurve the bag that I supposedly won.

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Kristina Lundstrom Deckelmann
, US
Aug 12, 2023 5:20 pm EDT
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I’m still waiting to get mine. I doubt i will. Calling my bank on Monday

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10:13 pm EDT
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Coach I am complaining about Field Tote 40 With Coach Badge

Field Tote 40 With Coach Badge

Was bought by me from Dubai six months back and I am a New Delhi (india ) resident

The product quality has fallen off badly and the stitching of the bag is coming off and the bag has almost lost its quality and the pasting of the bag sides is coming off .. I complained to the coach outlet in Delhi but they said they can’t handle it

Desired outcome: Replace the bag pls

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9:56 pm EDT
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Coach Wallet

Bought this wallet because I fell in love with it. Outside still looks beautiful but the inside is not leather and disintegrated. Can’t use it bacause black stuff gets all over everything. Coaches Quality has gone down it’s not even leather in the inside for the amount of money paid for it. I thought when you bought Coach it was for a lifetime warranty.

Desired outcome: What do you suggest for a outcome?

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Lcocl
Asheville, US
Sep 07, 2023 7:22 am EDT
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Same issue here. The black interior disintegrating sticks to credit cards and my driver's license. For what it cost I expected so much more than this. I have never had a wallet before this Coach black wallet in which the interior has disintegrated and is so annoying.

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8:05 am EDT

Coach Got cheated by SA Paris La Vallee Village

I got cheated by Coach Paris Outlet La Vallee Village staff! Purchase at same day, I got overcharged Euro 48. My friend go buy same thing after my purchase sharing, he paid with cheaper price! The time I joint my husband visit, the sales associate give us a small card with number 002 and payment done by operator CATHERINE, this sales associate is scanning my outfit, praise my bag nice color nice bag, scanning my watch it doesn't look normal, at the end I paid with overcharged! Selling price or promotion with multi standard? Offer not open for every customer? Or my face look more idiot or stupid? For your information, I'm Chinese from Malaysia.

*** My friend serve by 001, payment done by operator PATRICE

Date of purchase : 08th Jun 2023, time (me/friend) - 11:46 / 15:31

I found this unfair selling price when I already at airport, so I not able to request refund on the spot.

We not first time shopping with Coach, and this is the horrible experience I have for so many years relationship. I'm really disappointed and can't accept with my recent visit! I want to claim back what I shouldn't to pay.

I hope you can get back me with reasonable solution.

Your prompt action is highly needed and appreciated!

Please contact me thru email [protected]@navotech.com.my

Thank you!

Desired outcome: PLEASE REFUND EURO 48 WHICH OVERCHARGED BY THE PARIS LA VALLEE VILLAGE STORES

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Update by casthrine
Jun 14, 2023 1:35 pm EDT

Wow! Superb! I got my refund slip! Waiting the transaction reach my account

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12:02 pm EDT

Coach Customer Service

I called to get reimbursed and Explained my situation to Molly Johnson she refused to give me her badge number and where was she station at. I told her my account was documented and would easy for her to see my account. Gave her my account number and she took over 45 min to fix a reimbursement for 16.99 she then could not fix it and transfer me to a supervisor which I told her I didn’t have to talk to a supervisor just get reimbursed. I never had an issue with Coach not a happy customer

Desired outcome: Get reimbursed for an unauthorized charge for 16.99 that was made from Coach

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9:57 pm EDT
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Coach Price adjustment

I made a purchase of the Light Pink Mara bag. I received my bag today (5.24.23), so I went online to review my order and saw that the bag went on sale. The original amount that I paid was $128.40 and the sale price was $102.72. I called the same day that I received the bag and asked if I could get a price adjustment for the sale price. The robotic speaking customer service person kept saying we are checking to see if we can do a price adjustment. Who exactly was she checking with, because there was no supervisor that was available and I waited, and waited and waited for assistance. So finally I said if you are unable to do the adjustment can you just let me know, and I will just return the bag. She comes back with, I can start a return label for you. So I said, my preference is to keep the bag, so then finally she said we are unable to make the adjustment at this time, but I will transfer you to a supervisor. I waited over 20 minutes for a supervisor to come to the phone, with no one ever coming to assist. The customer service is absolutely horrible, that you would prefer a customer return their purchase vs. making an adjustment.

Desired outcome: The desired outcome is to have the price adjustment on the bag. From the $128..40 to the sale price of $102.72

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12:12 pm EDT
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Coach Belt

Ordered a belt put wrong address and no one could cancel it , then was told I could call the store the next day then the emoloyee at the store said customer service should handle all of that . Then received a voice mail saying they reached out to the store and they couldn’t change it nor could I pick it up . So I have to wait until it’s shipped and hopefully if it’s shipped through UPS they can changed the address and then but if not at that point they would refund my money .! This was a absolute horrible experience and I will never order from coach again !

Desired outcome: Correct the address !!!!

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11:48 am EST
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Coach customer service at store

I have been a coach customer for at least the last 12 years. I have bought and recieved gift cards every year for Christmas. In 2018 I recieved a red coach bag for Christmas and The pandemic hit before I was able to use the bag. Fast forward to 2021 and I used it on trip to San Francisco, the clasp broke. I had only used it once. I went to store this Christmas season to spend gift card and took the bag to see if they could repair or replace. They took one look at brand new bag and said "no, but I could pay them $75 dollars and have it fixed) The store was rude and dismissive. I will not go back. I am attaching photos so you can tell the bag was not used but one time for 3 days.

Desired outcome: Refund of purchase price, poor design

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9:28 am EDT
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Coach Coach handbag

The leather bag was purchased from your store in Mumbai. I have been taking good care of the bag. The material on the inside of the bag is peeling off. I was extremely surprised looking at the state of the bag. We buy premium bags at a premium price with the hope that the quality is the best. I am using other premium bags but never faced such issue. I am disappointed by the low quality of material used by such premium brands.

Desired outcome: I would request you to replace the product or repair the product with better quality material at no charge.

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11:42 am EDT

Coach Order not shipping not refund.

I placed an order on the end of May 2022, did not pay attentation after that. On beginning of Sep, did a check for that order and found the tracking information was label created and no update after that. Then I contacted coach online chat costomer service about this. They Confime that they will send me a replacement and all I need to do is waiting. On Oct 17th, I have not received anything. So I contacted coach again for the second tracking number. Coach costomer service simply told me the order was expired, nothing they can do. So I reminded them that they promised me to send me a new one last month. They claimed they have no record for that. The order number is XUP08304302.

Desired outcome: 743.75

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10:14 pm EDT

Coach Very rude, disrespectful staff

I went to Coach, the one in San Francisco premium outlets. The employee who was standing by the door was very rude to me and my family. He treated us so bad. I love coach and love that store, but the guy who worked there was super rude. I couldn’t catch his name. But he is was white guy. When I was about to enter the store he literally yelled at me telling me not to enter it as I was suppose to stand out but there were no signs provided. it seemed like he didn’t like brown skin people. It such a shame to hire such kind of people at a job who are racist and disrespectful. Coach lost 500 dollars worth of sale today just because of that person. I would lile you to take an action against this person. He really needs proper training. I have never experienced this kind of behavior in any coach store throughout my life. We have to leave all the stuff that we were about to buy as he wanted us kick us out.

Description of an employee

The guy was escorting customers inside the the store and was working evening shift: he was white about 5’8”. I went to the store 9/20/22 around 6:30pm.

Desired outcome: I want this person to be trained on how to handle customers belonging to different ethnicities and background. He isn’t fit for a job that requires customer interaction. I really have high expectations from coach.

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6:05 am EDT

Coach Poor Customer Service- Citadel Outlet Store

First, it’s not pleasant for a customer to be asked “if everything is okay here” when we just stepped in the store.

Secondly, when we need help, no one is around. So we helped ourselves with the items we considered purchasing and put them on a table which is obviously the only place we can put the items rather than on the floor. We tried each to make sure we won’t have the hassle of returning them thereafter.

All of a sudden someone approached and asked if we are buying those for personal?

That is a no no for customer service. you have to wait for the customer to volunteer that information unless you have a policy upfront that says we must be asked if it’s for personal. we responded it’s for gift, the staff left and after 5 mins another one came asking “if everything is okay” which obviously we are okay. No one offered help, but obviously profiling us, because for obvious reason that we are taking time trying and contemplating which to buy.

But in what entails customer service, you don’t rush customer or interrupt them when they are obviously trying the items and not in any shape or form causing possible damage. We even called their attention for having a wet table from people who put down their drinks on the table.

Thereafter, another different staff came, asking if those items are ours. we said yes we are still contemplating. then she pointed on the other items in a manner that sends us the message she is rushing us. they are currently not our first choice, she hurriedly took them all and left. As she was leaving, we asked if there is a limit for a customer stay on the store or other policies that we might not be aware of.

She said “there’s none” and left.

and as we are on the moment where we find good items for gift, a different staff came and said in commanding voice. “are these all yours?, referring to the items we had chosen so far, we said yes. then she rudely said “ you have to remove them on the table because what you are doing is inappropriate. You are not supposed to put your items on the display table”

this was the cutting edge for us, we asked where do we put these. she said if you like a basket i will give you a basket”

Note: 1- the bags/ basket were never visible or easily noticeable and accessible to customers at the entrance.

2- it should have had been offered to us early on.

3- We should have had been told that there is a policy that a customer cannot use the display table to put store items, in order to have a better way of choosing which to buy.

It was obvious for me as someone who had experience with consultancy in HR for behavioral mgt as well as training & dev’t.

***They are profiling us, for whatever the basis for their metrics are, I do not know of course. maybe our appearance or clothing.

We were supposed to add more items, to save time driving there. But, I lost the interest. The money that I brought in to the store from my purchase is not significant as I am aware of, but still, I felt that the store does not deserve even a centavo. though we did still purchased the first picks, we decided to just purchase at other brand.

The behavior of the staff reflects the culture, vision, mission and core values of an organization. They obviously act that they were schooled but not educated. They do not have a room for hospitality industry.

I approach one staff on our way out, told him that the store has a very bad customer service, and hope it improves.

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