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1.6 154 Reviews

Coach Complaints Summary

17 Resolved
130 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 154

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Newest Coach reviews & complaints

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A
1:57 pm EDT

Coach perfume watered down rip off

On the 20th of Oct I had bought the New York Coach perfume 3oz bottle for a birthday gift to myself. Little did I know my boyfriend had bought me the larger version 9oz bottle from Ulta. Heres were my complaint comes in, the two identical bottles had two very different smells. As if one was extremely watered down or something. I had got mine from the coach outlet and him Ulta. I feel as though I should get our money back or a new bottle, what do you think I should do?

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5:13 pm EDT

Coach bag straps stripping

hi
I purchased a coach pocketbook a few years ago and I absolutely love my bag but barely carry it because of the wear and tear of the bag. I know things happen to merchandise but I have a bag that has presented a manufacturer defect. When I returned to the store; knowing that my bag is past the warranty period the sales rep mentioned that they stopped making my type of bag due to the defectiveness of the straps cracking. If that is the case then I would say that regardless of the longevity of my ownership I still am not fully responsible for the damage to the bag nor should I have to pay the amount of $90 to repair it since the fabric used has been known to cause the defect of the straps loosening and chipping. this has been causing scrapes to my arms but I do love my bag so I still try to carry it over my jackets. I really would like it if someone could accommodate a complimentary repair to the patent leather straps and as the sales rep told me they now make them in leather since the patent leather was not a good make up for straps.

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9:54 am EDT
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Coach wallet

Dear Coach,

About 4 years ago I purchased an expensive ($100) wallet from your outlet store in the Tanger Outlets, Lancaster, PA. The coin section zipper is now not zipping - i.e. the zipper teeth separate on either side of the zipper pull making openings for coins and items to fall out and the wallet useless. See attached pictures.

I have a 1/3 your cost Rolf brand wallet which is the same style wallet - at least 30 years old, well used where the coin pouch zipper has never broken. It's frayed and dirty around the edges but still a viable wallet. I have now resurrected this wallet instead of the much newer coach wallet.

I will never pay the price for a Coach product again.

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12:42 pm EDT
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Coach woman’s handbag

Around the first week of April my husband bought me a coach purse for our anniversary. And sadly a few days later he passed away so u can imagine how much this purse means to me. I never leave the house much so I rarely pack it and a few weeks ago I noticed some items missing in my purse so I got to looking and the liner was torn on the inside. I tried to use safety pins to hold it together but it didn't help so I had to remove the lining completely and when I did I was shocked at how poorly the inside of the purse was sewn. Also on the outside the rim of the purse its Raveling. Looks shredded. I have pics of all of it. Coach is my favorite handbag that's all Ive carried for years but thIs has disappointed me so much.

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6:06 pm EDT

Coach racist comments

5050 Factory Shops Blvd #460, Castle Rock, CO 80108
I'm a San Francisco resident who decided to visit CO for the first time. On my way to the airport, I decided to visit a Coach store (address provided) above. I have to say that it was the worst experience I have ever had. I walked in the store and I was amazed by how many beautiful colors and purses were in there. However, the moment I was approach by the lady in the front, all my husband and I received were racist comments. We were not asked how our day was but she was rather more concerned about "when we were going back to Mexico" HOW CAN SOMEONE SAY THAT?!
Immediately after I heard the associate say that, I exited and went to a different store where I felt welcomed. It was very unfortunate to experience this uncomfortable situation.

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9:07 am EDT
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Coach large accordian zip wallet - poor handling of repair - defective zipper

I bought a large accordian zip wallet and within the first few months the zipper began to snag. I sent it back under warranty to which is was supposedly repaired by one of Coach's Craftman... joke. Fast forward the zipper began to snag again. I could not deal with it right away because I was dealing with a difficult pregnancy. I reached out to Coach and they advised it was no longer under warranty but I could send it in and they would tell me what it would cost me to repair out of pocket. I was not happy with that but went along anyways. I get the wallet back in the mail, unrepaired with 10% off coupon. This is NOT satisfactory to me. The wallet is in pristine condition other than this clearly defective zipper that was NEVER repaired by their Coach Craftman... now I am the one left holding the bag... literally. Not a happy customer. ~ Ingrid Andersen, Miami, FL 33179

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9:25 pm EDT

Coach coach bag and wallet

My name is Debbie Beaty. A bit of background on myself.. for the past 25
Years, I have been a very loyal customer purchasing several bags a year. Now my husband, and entire family are also loyal customers.
Last year, I purchased a bag that was not in stock. Coach said they would mail it to me and a few weeks later a bag and wallet came wrapped in a box. I ended up extremely sick and in and out of the hospital and treatment centers for this past year. I now opened the box to find out that the bag and wallet I had purchased and requested was not the one they had sent. They sent a different bag that I would never wear. I called coach and was told since it was a year ago, they would do nothing.
I am writing to you and requesting that this bag and wallet be exchanged for something I could use. These items are still in stock and brand new... paper, bag, box, etc.. Coach could easily sell them. My phone number is(847) 366-8668. Please call me and let me know what you can do to assist me. If nothing is done, this is the last bag, etc. My husband or I will ever be purchasing from Coach. These are extenuating circumstances and I know if you would like to, something can be done. Thank you in advance.
Sincerely,
Debbie Beaty

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2:30 pm EDT

Coach outer long trench coat with leather trim

Hi
I am a huge coach buyer. I love your products . I bought a trenchcoat style from Coach while back. I only wear it couple times because it was expensive and I tried to save for special occasions. Anyway, I had it dry cleaned by the speciality, I had no stains .I just wanted to get it freshen up.
After cleaning the coat hot damaged. The rubber stuff under the fabric came out and it became unwearable. I was very disappointed because I paid a lot. But the quality is very poor.
I do not have the receipt.
I think I should be entitled to something.
Please look at the photo I'm sending.
Thank you
Amy choi.
[protected]
Email : [protected]@gmail.com

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9:32 pm EDT

Coach coach clutch

I got a corner zip wristlet clutch about a year ago after the one that had was stolen. The one I previously had lasted me I think around 2 to 3 years before it was stolen and this one has already broken. One ends of the strap that goes around your wrist has broken out of the stitching.

I would repair it if i could but it seems abit to hard.

Hoping you can help.

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2:59 pm EDT
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Coach sunglasses case (coach)

Hello I got some prescription coach sunglasses from my eye doctor. I really like the glasses but the case that it comes in is pretty small. My frames are large and when you put them in the case you have to push down on them to get them to fit in. And when taking them out you have to pull on them pretty hard to get out. I don't want to break the frames or scratch the lens. Is it possible that I can have a larger case for them. Just picked up my sunglasses on 5/17/18.
536913(Crys Lt Brown/Dark Tortoise) 56 18 140 3N HC8171(L152) T CE

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4:24 pm EDT

Coach arrogant manager

Date: 5/4/2018
Location: Philadelphia Premium Outlet
Store:05457
Operator: Mecky ( person that is rude )
Associate: Charles 122071

Bought 5 bags and 5 wallets for gifts and personal use, after paying I asked from the operator for 1 big paper bag since most of it was for gift but she said she is not supposed to give a bag and never in my entire life came across buying branded goods saying such thing! with very bad attitude she gives me that bag!
As I ready to leave the store opening the door she slammed the drawer or something on me and giving the most mean and sarcastic look ever! I just spend my money on 10 items in there and I don"t expect those kind of treatment for your staff, very unprofessional and such a disappointment. I was carrying lots of bags in my hand so I just left.
CAME BACK ON /8/2018 to get a men wallet 1pm
I saw Charlie and told him about the incident and he call KEVIN the store manager.
Kevin wasn't listening well and instead saying I was racist because I was addressing her as Indian lady since I don't know her name. I was so shock because what am I supposed to address? I am asian and I am Chinese, my english is not so good and it is common to be addressed us as Chinese lady. Kevin was not listening to customer well and he was arrogant and just doesn't gave me any chance to speak as I deserved. He is not qualified enough to be a manager I must say, lack of experience still. I was just wanted to ask the lady why she was giving me attitude and slammed the door if that was her intention and she pretend she doesn't"t remember me and the arrogant manager kept cutting me off when I was talking.

You must revised this person this manager of your. I think he looks down on people and the one who is racist.
How can you not give bags for client, 1 big item needed 1 bag at least. Ridiculous!

DON'T YOUR COMPANY HAVE ANY POLICY ON GOOD ETIQUE AT WORK PROGRAMS OR SOMETHING?

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10:39 pm EDT

Coach service

I seen a purse on the Coach outlet website and called and outlet store out of state because there's not an outlet store near me, they had the purse i wanted but said they wouldn't ship it to me, very disappointed and plus i was told that it may not be continued. I have enclosed a photo of the purse I'd really like to have and if there's any way it can be shipped I'd still like to purschase it for the price i was quoted for

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7:02 pm EDT
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Coach out of stock shoes

I ordered a pair of shoes in store to be shipped to my home. After anxiously awaiting the package, the shoes I ordered didn't arrive. I phoned a customer rep in Florida and was told the shoes were out of stock. There was no correspondence before hand and to make matters EVEN WORSE I have to drive 50 miles to get a refund because the cashier put that cash was paid instead of the credit card I used. Such a freakin inconvenience and so unprofessional. I have spent too much money at Coach to feel as if my time isn't valued.

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11:40 pm EST
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Coach handbag

I purchased a hand bag from coach outlet around a month back and have used only a couple of times. But to my surprise on the second time, I was holding it for hardly 1 hour but in that the bag caught hold of the color of my dress I was wearing. Since then I am trying every way (from YouTube and other web media) to remove the stains from the bag but failed. Infact the bag got discolored. I am very disheartened by seeing that the leather color of the bag came out. It was my mother's favorite bag. She also is very sad by seeing the the condition of the bag.

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11:14 am EST
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Coach purse

Was at the Woodburn outlet mall on black friday, shopping at Coach. I was with my mother-in-law. She bought me a purse and one for her self. We stood in the checkout line for about an hour. When it was our turn to check out, my mother-in-law asked the cashier if she could put another hole in the strap of the purse and the cashier told her "no I can't do that right now, we are very busy, you can come back later and we'll put one in for you then!" That was so rude of the cashier! That is BAD customer service if you ask me! If it's so hard to give good customer service on black friday, maybe coach needs to change the way they do black friday then! Hope this gets fixed! Thanks, Jamie K. @ [protected]@yahoo.com

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9:20 am EST

Coach lack of communication/no product delivery

My mother in law was so excited to give me a coach store gift card for Christmas and she encouraged me to make a purchase ASAP. I purchased a bag online 11/23 with my gift card and the remainder amount after using the gift card was below $2 which was charged to my credit card. After the passing of 5 days, I attempted to track my order online but no record of my order. I contacted consumer services on 11/27 and spoke with rep Corcina. She informed me that they no longer had inventory of my bag in Jacksonville so they weren't able to fulfill my order through the store since I made my purchase with a "gift card". WHAT? She told me that my gift card was being returned to me by mail and it is now my issue to resolve and get another bag. I understand that sometimes errors can happen on behalf of the company however I truly feel like I am the one getting punished although I haven't done ANYTHING wrong. The proper way to have resolved this would have been...electronic communication asap to the consumer explaining the error (since the purchase was made online) and a discount or credit towards my next purchase. None of this happened. Instead, I was told they had MANY orders and this could happened. Translation..we DON'T need your business. I have been shopping with coach for over 20 years, I am quite sure a competitor would appreciate my business. Thanks but no thanks.

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1:52 am EST

Coach rosemont il outlet mall coach store

I have been a coach customer for many years nd I love the customer service provided there in comparison to other purses around that price range i.e Michael kors I usually always but retail well my husband does I have bought outlet a couple times but this store location was the 2nd time I had been nd if it wasn't for 2 of the other ladies working there it would have been a nightmare especially with the racism in our country right now it's ridiculouse that I'm spending money in a store nd someone who doesn't spend just walks nd leaves get treated better than I do. Me nd my mother walk in to buy a couple things my 3year old want to use the facilities I was about to walk out but I heard another lady ask a sales associate named Victoria for the restroom nd she said of course this nd that so since I had like 3bags already choosen I thought u know what I'll ask her so I go up to her to ask for the restroom she looks at me super crazy nd says no bathroom I'm like ok i just clearly heard u tell that lady but I just shut my mouth nd walked out I was about to not purchase anything but since my mother stayed in the store I had to come back I was going to tell her drop everything our money is no good here even if everything we ate wearing is coach I was about to walk across the mall to Michael kors when a young lady named Claire comes up to us apologizes made us feel like the reason we shop at coach if it wasn't for her I would never be going back that lady Victoria was so rude when we went to check out she never apologized she just stood behind the counter looking at me crazy I did not even look at her because i felt unsafe she looked at me like I was in a bad neighborhood.. but the girl behind the counter I believe her name was Yassmin made me feel ok nd safe. My experience was so bad with this Victoria girl I had to take time out of my busy schedule to write this complaint it was truly horrible I hope u guys can do something about this because she cannot be tarnishing coach brand name with her horrible customer service nd overall cannot be judging people like that it's not right because the lady she allowed into the restroom did not purchase anything nd I did but besides that it's just wrong trust that my family nd co workers will be heading about this

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1:20 am EDT

Coach coach women's bag

We are residents of India, however about 7-8 years ago we had purchased a premium coach bag from the United States from its retail stores. It was the basic coach bag cream colour. However, it was left absolutely unused and when we looked about to use it. It was found to be brown in colour. We request you to change our bag. Waiting for a prompt reply

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Shaun R.
, US
Nov 01, 2017 5:27 am EDT

With respect, seven to eight years and would like them to exchange it now?

P
P
pobarjenkins
Minneapolis, US
Nov 01, 2017 3:56 am EDT
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You would most likely need to return the bag with the receipt to the store of purchase for an exchange. I am almost 100% positive however that there is nothing they can do for you. Even un-used, seven years is a very long time and it appears that Coach offers a one year warranty only.

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9:07 pm EDT

Coach purse 59501

Placed an order for the purse above for my mother's 70th birthday. Confirmation / order [protected]. This was done on Oct 16, 2017. Check my emails and waited for my mother to call on her birthday Oct 26, 2017. No call from mom. So, I went to check status and it stated cancelled. Customer service cannot explain what happened. Ruined my surprise, you only turn 70 years old once.

Why did the customer not receive any notification. Per customer service a notification should have been sent on Oct 17 via email. No such event occurred all mailboxes have been verified. Also, something of this nature a call to the purchaser would be the proper thing to do.

The customer service agent was polite; yet, offered nothing. I am a long time consumer of coach and easily have spent well over $12, 000 on Coach products as gifts. One simple fail and no customer recovery offer has placed me in a position to no longer be a consumer of coach. I will be making major purchases for purses for the women in my life this Christmas and surely this will be in the range of $1500 to $2, 000. It will not be with Coach this Christmas.

Since I am a Director myself and expect the highest level of customer service for my employees. This would never be tolerated by me personally by my organization to not compensate the consumer for my organization's error. The customer is not always right; but, the customer is the customer and I do not want my long-term consumer, or any consumer, to go to my competitor and would have taken accountability that we failed the consumer.

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8:29 pm EDT
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Coach coach men’s leather messenger bag

Dawn, self-declared “Assoc. Mgr.” at the Arundel Mills Coach Outlet in Hanover, Maryland was rude and extremely difficult to work with. She did not value or respect me as a customer. I had to call Coach CustomerService (Dawn gave me the number since she would not assist me further). The agent was incredulous at how I was treated and asked to speak with Dawn. She refused! Dawn insisted that the customer service agent call her at the store. She would not use my phone. Dawn was being downright difficult! I cannot believe that Coach trains any of its employees, especially someone claiming a managerial title, to act in such a dreadful and unprofessional manner. She had no concern for customer retention and, believe me, Coach has lost this customer forever because of Dawn’s lack of professionalism and dis concern for the customer. I had a messenger bag, which was unused and still being sold on the store shelves. Dawn refused to return it to my credit card since it was Oct. 18 and the ship date was Sept. 8. Customer service said that she could make an exception, but Dawn refused. Dawn was on the phone with the customer service agent for 20 minutes. If Coach cannot return this bag, then Coach can take me off of their mailing lists and forget about seeing me for birthday and Christmas. I will inform my family that I will not accept any gifts from Coach, either. Coach can thank Dawna at Arundel Mills for that!

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Coach Customer Reviews Overview

Coach is a global fashion house specializing in premium accessories and lifestyle collections. Their product range includes handbags, wallets, shoes, apparel, watches, and other accessories. Coach is known for its distinctive craftsmanship and quality materials. The brand offers services such as personalization, repairs, and a customer service platform to assist with product inquiries and purchases. With a heritage rooted in the leather goods industry, Coach aims to provide customers with stylish and functional products for everyday use.

Coach In-depth Review

In summary, Coach website give good impression for people looking to buy quality and stylish accessories. They have long history and strong brand identity. Products are varied and often updated with new designs. Quality is high, but prices can be bit high too. Customer service is good and website easy to use. They also care for environment and community. Now, let us look more detailed at different aspects.

Company Overview

History and Background: Coach have long history, starting in 1941 in New York. They known for leather goods and have reputation for quality.

Mission and Values: Coach mission is to provide luxury items that are both fashionable and functional. They value craftsmanship and customer satisfaction.

Product Range

  1. Variety of Products Offered: Coach offer many products like bags, wallets, shoes, and also clothing. They have options for both men and women.
  2. New Arrivals and Seasonal Collections: They always have new things coming, with seasonal collections that follow latest trends.

Quality and Craftsmanship

  1. Material and Fabric Quality: Materials used are high quality, like fine leather. It feels and looks premium.
  2. Durability and Build: Products are well made and durable. They last long time with proper care.

Design and Aesthetics

  1. Style and Trend Relevance: Designs are modern and often lead trends in fashion industry.
  2. Uniqueness and Brand Identity: Coach items have unique style that is easily recognized. They have signature patterns and logos.

Pricing and Value for Money

  1. Price Range and Product Segmentation: Prices can be high, but they have different ranges. Some items are more affordable, while others are luxury.
  2. Comparison with Competitor Pricing: When compare to other luxury brands, Coach prices are competitive. They offer good value for the quality.

Customer Service

  1. Responsiveness and Support: Customer service is responsive. They help with questions and issues quickly.
  2. Return and Exchange Policies: They have clear policies for return and exchange. It is easy process if you need it.

User Experience

  1. Website Navigation and Accessibility: Website is easy to navigate. Finding products and information is simple.
  2. Online Shopping Experience: Shopping online on Coach website is smooth. Checkout process is straightforward.

Customer Feedback and Reviews

  1. Testimonials and Ratings: Many customers leave positive feedback. Ratings are generally high.
  2. Common Praises and Complaints: Customers praise quality and design. Some complaints about prices being high.

Sustainability and Ethical Practices

  1. Environmental Responsibility: Coach is working on being more sustainable. They have initiatives to reduce impact on environment.
  2. Labor and Production Ethics: They claim to follow ethical labor practices. It is important for brand reputation.

Loyalty Programs and Promotions

  1. Rewards and Membership Benefits: They offer loyalty program with benefits like discounts and early access to sales.
  2. Seasonal Sales and Discount Offers: There are seasonal sales and promotions that offer good deals.

Shipping and Delivery

  1. Domestic and International Shipping Options: Coach offer shipping both in US and internationally. Options vary by location.
  2. Packaging and Handling: Items are well packaged to prevent damage during shipping.

Brand Presence and Marketing

  1. Social Media Engagement: Coach is active on social media. They engage with customers and promote new products.
  2. Advertising and Collaborations: They have advertisements and sometimes collaborate with celebrities or other brands.

Community Involvement and Social Impact

  1. Charitable Initiatives: Coach has initiatives to give back to community. They support various charitable causes.
  2. Corporate Social Responsibility Efforts: They take corporate social responsibility seriously and work to have positive social impact.

Accessibility and Inclusivity

  1. Range of Sizes and Options: They offer range of sizes to cater to different customers.
  2. Efforts to Cater to a Diverse Customer Base: Coach aims to be inclusive and cater to diverse customer base.

Final Verdict

Overall Impressions and Recommendations: Coach is good choice for people looking for high-quality, fashionable items. It is suitable for those who are willing to invest in luxury goods.

Suitability for Target Demographics: Coach products are most suitable for people who appreciate luxury and style and are looking for long-lasting items.

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3. Writing the Title:
- Summarize the main issue you have with Coach in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with Coach. Mention key areas of concern, any transactions you had with the company, steps taken to resolve the issue, the nature of the problem, and the personal impact.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

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- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

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- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Ensure you follow these steps carefully to effectively file your complaint against Coach on ComplaintsBoard.com.

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