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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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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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9:48 am EDT

Coach Wallet

I bought a wallet from Delhi International Airport for my brother about a year ago and its all torn now from inside as in the leathera are all torn and have started to look cheap. If a wallet cost so expensive at least you should give a better customer service. Last time i went to their store but they said they needed bill which I didn’t have as it’s been almost a year. Other small brands replace the products so easily with no hassel. You being such a luxury brand should have better service.

Desired outcome: I want either a new wallet or some other compensation.

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2:28 am EDT

Coach Poor quality of leather used in purse.

My son from canada gifted me a big hand purse of coach.. I have used it thrice only and it's leather from strap and other places is coming out. What is the reputation of such brand who charges such high amount and provide such product. Kindly get it changed. I stay in delhi, india.

It was a gift.. So I neither have its bill nor the day/ date of purchase is known. Its humble request to do the needful

Desired outcome: Exchange of purse

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7:55 pm EDT

Coach Worst customer service.

I went to Coach Outlet in Calexico, CA today to return a cámara bag bought 2 weeks ago and strap is folded wrong. Used couple days until I noticed the strap is wrong. A sales person by the name of Oscar gave me the worse nastiest rudest attitude I have ever gotten in my life. He even raised his voice at me. I get the he has to protect the store but my return was legit and he was in the wrong. I am so disappointed in Coach.

Desired outcome: Return of bag.

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4:27 am EDT

Coach A hand bag I ordered online

I ordered two coach bags on Monday 14th March online, paid and received shipping confirmation. on Thursday 17 March I received and email stating that one of the items was not available and that I will be refunded.

How could an item be unavailable after being confirmed and supposed to be on its way?

I am very unhappy, I bought this bag on sale and by the time I received an email that the item is not available, the other bags I liked (in pink) were sold out.

ITEM: C/89112B4PTU

Desired outcome: To be able to choose a bag in the same colour and same price.

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10:32 am EST

Coach Fake order

I got emails that I bought 3 coach bags using a credit card that the last 4 numbers were not any card that I own. The email says that it has shipped in my name but to another address in another state. They had my name and email but not my credit card so I don't know if someone stole my information and opened a card in my name or this is just phishing. I emailed them and then they wanted my correct address, which I did not give. Smells like a phishing scam but its disturbing that they have my name and email

Desired outcome: shut these people down

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1:05 am EST
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Coach Handheld wallet

Open up my Wallet and found the inside got sticked together and upon opening up the wallet in full. Hardly use and only use occasionally as love this Wallet so only use on Special occasions.

This morning 28/2/2022 take out the wallet

Found the internal leather became broken

Kindly assist on how to repair or rescue this Beautiful Wallet which was A Birthday Gift from my Son. Appreciate your help and kind reply

My mobile [protected] Penang Malaysia

Desired outcome: To have the wallet repair would be great

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10:19 am EST

Coach Defeated purse

I purchased the tote bag about a year ago. The back of the purse has lost its form, which causes the purse to bucket up badly.

Desired outcome: Replace defeated purse for the same purse

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Update by Eloise Coleman
Jan 25, 2022 10:21 am EST

Tote purse is defeated. Purse has lost its form and now is out of shape and bulky looking. Purse is about a year old.

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1:05 pm EST

Coach CBLK NOA/amazon green multi order # CUP00192744

I ordered this purse as a gift on 10/23/21. I returned it on 10/26/21. Received an email stating they got the purse back and would refund my card. On 11/26/21 called to see where my refund was? I spoke w/ Francisco at Coach, they would process the refund on that date. Was Charged again, then only refunded for that mistake not on the original purchase.

Desired outcome: A refund of $186.11 on my American Express card

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5:03 pm EST
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Coach Lady’s purse

I bought my first ever Coach purse several months ago and am extremely unhappy with it. It is the worst purse I have ever had because it is so user unfriendly. I've always wanted a Coach purse but never could afford it. I received an online offer for one on sale so I decided to treat myself to a Coach purse. When it came, it was off season. I looked at it and saw that it looked fine. I put it away waiting for winter when it would be in season. Have now used a couple of months and am so disappointed in it. I just feel like crying because of what I paid for it. 1) It has a middle zipper pocket that is attached on each end but not at the bottom. Everything goes to the bottom and gets under the middle pocket making it difficult to find and when I do find it; i.e., my checkbook, I have a difficult time getting it out. 2) The purse handles flop over the opening, making it difficult to put things in either side. I have to hold the handles back with one hand while I put my wallet, etc. in with the other hand. This doesn't always work because there are two handles and I don't have three hands. If I let go of a handle, it just flops over in the way again. So very frustrating! 3) There is no clasp or fastener at all on the purse. When I put in seat beside me in the car and have to brake suddenly, the purse falls to the floor and the contents all fall out, except the checkbook and other items stuck under the middle pocket. Really needs a magnet clasp or some kind of closure. 4) There are two tiny narrow interior pockets that only holds something like a couple of tubes lipstick or keys and are deep enough that you can't reach in to get them out. I sometimes have to turn the purse upside down and shake them out and then everything in the purse falls out because there is no snap or magnet closure. I called customer care and they told me there is nothing they can do because i didn't complain within 30 days. I realize that is the policy but I didn't use it till winter came. All I want is some kind of credit toward a different purse that I can use without so much frustration. My name is Dolores Mattingly, [protected], [protected]@bbtel.com

Desired outcome: Would like to exchange for a more user friendly purse.

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Update by Dolores Mattingly
Jan 10, 2022 5:04 pm EST

Any consideration to end my frustration would be so appreciated.

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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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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

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.

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

7. Review Before Submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

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- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- 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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