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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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S
3:11 am EST

Coach Cross body handbag

Hi,

I had ordered for a Coach handbag online (Order Number A70708380) for my wife on 23rd November 2020 to surprise her on our wedding anniversary which was on 4th December. She was quite to happy to receive the bag as that's something she really wanted. We were quite impressed with the packing and the gift wrapping that was done.
However, there was an issue with the zip and the bag wouldn't open or close smoothly. I raised a complaint online on 4th December evening for which I received an automated acknowledgement email. I subsequently called the Customer care on 7th / 8th December and was advised that I can either order a new product online and return this one. As the 20% discount option was no longer available I requested for an Exchange. Once again there was no communication I received from Coach on the status / exchange of the bag. I followed up once again on 14th December and was told the bag was received in Netherlands and a replacement would be sent in due course of time. We received the replacement bag yesterday and the bag once again has the same problem. We are extremely disappointed that once again we would need to go through the process and in this instance there's no return label enclosed in the box I received.
I am writing this complaint as the contact centre and not very helpful and give standard responses without actually understanding the customer issue and we generally don't get any response to online customer complaints.
Hoping to get some positive resolution to my issue.

Kind regards,
Sandeep
(Mobile: +44-[protected])

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9:26 am EST
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Coach Ordered item not shipping / deceptive customer service

Order placed on Nov 26th and enters processing stage. After 9 days I called for a status and was told the item would be shipping from a store and I should have shipping confirmation by Dec 7 or call back. On the 7th I called back and was told my order had been cancelled on the 27th. I reluctantly placed a new order and was told it would ship overnight. After three days I called asking for an update and was told my order was still processing. I asked them to cancel my order and the customer rep said it was not possible. Escalated to her superior who rudely stated it was not possible. Escalated to her superior to complain about her rudeness and my order and was told there was nothing that could be done.

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A
1:21 pm EDT

Coach Purse strap broken

Purse strap broken, I have purchased many coach purses over the years. This is my first coach purse that has broken. Can I get a new purse. This was my favorite purse.

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3:52 am EDT

Coach Online order

I ordered a handbag online. When it arrived I was not happy with it as there were a couple of manufacturing faults. I tried to arrange a return. I ordered another bag to replace the faulty one. Coach use DPD for their online orders which are sent from The Netherlands. DPD are not currently accepting return parcels due to the coronavirus pandemic. I contacted Coach to ask how I could return my faulty bag and they said you can't until DPD opens again. I asked if I could use another carrier and they said no. They have extended their return period from 30 to 60 days. My problem is that I paid for the bags on my credit card so the delay in returning the faulty one will incur interest each month. I understand that it is not Coach's fault that DPD are not accepting returns but if I had known that before I would not have placed any orders with Coach. There is nothing on the website about this problem with DPD and all the information about returns only states that they've extended the return period to 60 days. Nowhere does it state that they cannot accept returns at all. The customer service representative said others had complained that this should be on the website but still nothing has changed! I am now stuck with 2 bags, £700 on my credit card clocking up interest and no idea when I'll be able to return the bags.

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5:27 pm EDT

Coach Coach gallery pouch

Son purchased this product for me when l was visiting from Ohio. It was purchased at the Coach Outlet in Petaluma, CA on February 17, 2020. Hopefully, he did not pay full retail price.

The strap was strange and didn't hang correctly. It also broke within a month. Looking online for my ‘pouch' I found other wristlets. They had properly constructed straps. The strap on the ‘pouch' is permanently attached and is improperly constructed.

I called the customer service number available online. The first CSR told me my only option was to travel across the continent to return it to the Coach store where it was purchased as this was the online purchases number only. Bad advice from anyone during a pandemic. And NO, Coach cannot possibly send out just a correctly constructed strap. It's something they just do not do.

This was terrible customer service so I called again. To my delight, I had what I thought was a wonderful CSR. She sent me a new Coach Gallery a Pouch. It arrived today.

It is exactly like the first ‘pouch' with an incorrectly constructed strap. In the product description, the strap is described as detachable. The only way to detach this strap is to break it.

I do not want or need a third ‘pouch'. Why can't you send me a correctly constructed black strap? Or pay for me to have it repaired locally?

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11:37 pm EST
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Coach coach - online order and customer services

Order Confirmation: P1856016
Order Date : Jan 10, 2020

On Jan 10, tried order a bag as gift and cant complete the payment online with my MasterCard. Called to card Center made sure my card was no issue. Card Center confirmed Coach did got the transaction approved. I contact Coach customer service and she explained the system didn't function properly sometimes and she can do manual order for me. I was happy and she did confirm inventory of the bag I purchased, delivery address and card information and all other details. Finally after an hour, order was all settled.

My bad experience not only stop at this point. I sent an email to track my order because there's no email or call advise me about shipment after 11days, but got an reply on Jan 21 saying my order was declined.

I contact customer service and a staff named Denique P (7655) helps me to check and found out my order need to verify my address only. We did it and Denique confirmed everything was settle and my order will deliver to me in 5 business after 24-48hrs after.
I mentioned To Denique I must have the bag on/before January 31 and she said it will be ok.

However, when I login and check the order again in the afternoon, the status of my order is "Backorder " which makes me confused. So I had to contact customer service again and your staff told me the order was cancelled.

It's ridiculous!

The reason caused this cancellation are out of stocks. I requested a manger to step in and hopefully find out a solution for me because this order is a gift and I need to hand carry it with my trip on 1 February!
The manager just apologized with this arrangement but there's nothing she can help.

So disappointed for the following :
1. Online order system doesn't work at all (tried 5 times)
2. No email or calls Inform me about my order needs address verification after 12days ( even you have my contact information)
3. Dishonest staff
4. No customer service at all

Coach is such a good brand with great products but absolutely disappointed me in such service and systems.

Won't consider buying Coach products anymore because this ridiculous experience!

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S
5:10 pm EST

Coach handbag

I am from U.K. and recently visited U.S. I bought a Coach handbag from MERRIMACK, SUITE 341, 80 Preimium Outlet, NH 03054 on December 27th 2019.
I was told at the till that I would receive 12 months international guarntee via email which I have not recived however I have received a surevy email about Coach customer service!
The handbag I bought, the zip dose not wrok prpoerly.
I did not expect bad quility item from such a high end product.

Please can someone send me the 12 months warrenty and guide me on how to get the bag replaced?

Many thanks,
Smita

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Z
10:17 pm EST

Coach receive different items

I bought a bag online shopping probably on black Friday, but I receive a different color which means a wrong item. Then I contact 888.262.6224, so I was told that I would receive an email to help me return the goods or a phone call from the store to help me resend the goods. However, I haven't received any notice yet.This is the motivation and reason for my complaint. The following is my order information.

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11:39 pm EDT
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Coach service

This is a complaint and lost prevention issue

Went I go shopping to your location at mercedes tx I love the service cesar (he is probably in his 45or 48 years old) gives me and how he attends to all customer with out making you fill ignore.. Compared to laura he is outstanding, laura always ignore me for no reason and never offer me a service... Also laura always is offering his employee discount to all her friends and family or make customer to buy items for her with a better price, she also tells the customer to leave her items at other store located at the outlet... She also gives her boutique discount to friends and family.. I will necesito want to be at the mercedes store because of her, that is why my purchases are always from mcallen tx better service and better people (they are with energy, respect, they help you and always give there 100% to make you happy with your purchase)

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9:41 am EDT
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Coach bag

I bought an original bag from your store in Los Angelos 2 years ago, and unfortunately the handle of the bag started to stain my clothes and my hands. I am so disappointed because it never happened to me even with the non-brand bags. I am using it almost daily for one month now and I don't leave it in hot places. Even the long handle also stained my blazer yesterday.

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5:54 pm EDT
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Coach service

Friday, September 20, 2019 Attempted to order a purse online, received an error code. Contacted the customer service department only to learn they had not received my order yet my account had three pending payouts to Coach. The representative who works for coach called an verified that the funds were available, however Coach could not locate the order. Therefore Coach would have to cancel the transaction for which my funds had been frozen to complete the transaction so how is it Coach can cancel the pending transaction but can't locate or process my order. Needless to say I am very disappointed in their online services. Sincerely Barbara Calhoun

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10:32 pm EDT

Coach strap of the messenger bag worn out even not in use

hi i love using coach products specially the leathers in january 20, 2017 at city plaza taikoo shing hk i bought pbl metro xbody with code 72315 black actually i seldom use it because it was too big for my size maybe i just use it for 5 days until now so i opted to buy again a smaller size last july 22, 2017 of the same year which is chrls sm msngr lthr with code f72362 black at citygate tung chung lantau hk i was very happy with it because the size is better for me until now i am using it i have no problem with this but for the 72315 i am complaining now because just recently i was about to use that bag i found out the starp was worn out there are excess furs coming out from the strap please see attached picture unlike the f72362 the strap is firm and up to now it does not worn out i hope you can help me with this problem please see attached pictures i send both bags picture so you can see the difference hoping for your kind consideration. my email is [protected]@yahoo.com

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8:22 am EDT

Coach color has changed from pink to yellow without usage and no exposure to sun at all.

I am using many coach Bags/Purse for last so many years and was quite surprised to see that the Coach Bag purchased from Coach Outlet at Premium Outlet Mall at Aurora, Chicago, US.

the Bag was kept with the cover as provided while purchasing in my wardrobe with best of the care . the bag which was of Pink color turned into yellow and hence I am unable to use the same

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6:01 pm EDT

Coach iphone 7 plus/8 plus folio-rose

I received the above item as a gift from my son, Alex Charner on April 4, 2019.
(Gift accepted on Apr 4, 2019, order number [protected])

I love this leather iPhone case however, after 2 months of normal use, the plastic corners that hold the phone in place within the leather casing, are chipping and falling apart. My concern is that if one of the four plastic corners completely cracks, it will no longer be able to hold my phone. This is an important manufacturing flaw.

I would appreciate it if you could replace the item.

Ship to:
Barbara Martinez
10350 West Bay Harbor Drive Apartment #6AB
Bay Harbor Islands, FL 33154

Gift card code
[protected]
Gift card PIN
[protected]

Thank you,
Barbara Martinez
[protected]@mac.com
Tel: [protected]

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4:18 am EDT

Coach my leather and suede bag

I have horrible stains on my bag and will not use it, my boyfriend brought me this beautiful bag, I love it, and use it maybe 10 times, never put it on the floor, but was told these stain came from me carrying it and it rubbing on my jeans so even if I clean this bag it will happen again, I would have never brought this bag if I would have known this. I will submit shots of the bag. I am a big fan of coach bags they are all I use, but after this, if this isn't resolved, my boyfriend said I better choose a another designer, because he will not buy me another coach bag. (My request is another bag without the suede.) I have gone back to the store, and was told there isn't anything they would do, she offered me nothing. I called up coach complaint's and she wasn't helpful either. THE SHOT'S I SENT ARE OF THE DAMAGE BAG RUST COLOR. AND TO SHOW YOU ALL MY OTHER COACH BAGS, BECAUSE I AM A FAN OF COACH) I HOPE YOU WILL LET ME CHOOSE ANOTHER BAG. THANKS PAMELA PECORA

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3:11 pm EST
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Coach coach handbag worn out after only 10 months.

On 3/22/2018, I purchased a Coach purse in Orlando, FL while on vacation. I am a work at home woman and use it sparingly. I was told I had a year's warranty on it. Last night, I noticed the bottom of the purse was worn looking and the seams were discolored and the straps are showing wear and tear. I used the Coach cleaner and that didn't work. I expected more from a Coach product. It's been only 10 months and I thought your product would last longer than that When I tried to return it, I was told by the Coach Store in Grapevine Mills, TX, that I had waited too long and it was not possible. I thought you would stand by your product and I'm very disappointed. I will be more than happy to send it to you for you to see.

Sincerely,
Lois L. Kasznia

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6:26 pm EST

Coach christmas exchange

I am a repeat customer having purchased at least $30K over the last 5 years. Never would have I would have thought that Coach would allow itself to become as petty as a rank & file brand and allow its millennial store staff to diminish its brand equity. Recently purchased my wife a bag for Christmas which I purchased on Nov 15. Initially I was completely discounted by the all to over the top extreme "too rainbow" sales associated whom assumed that I was a nobody with no proceeds. He gave me the "glance" and dismissive stare and had the balls to suggest I try K-Mart. Hey alright, I was wearing short and looked like a [censored], but that doesn't allow you to speak to me like I am a [censored]. Another sales associate actually had the professional decorum to apologize, calm me down and facilitate the sale - however upon inquiry advised me in no uncertain terms that the holiday return policy was 30 days from Christmas day. Great, gave my wife the bag, in addition to a new XT5 Cadillac, and various other items and jetted off to Mexico for New Years.

Today we returned to the Coach store at the Willowbrook mall in Wayne NJ only to be advised that we missed the return / exchange period by 5 days and that my qualification to exchange actually terminated on 12/15. I cordially advised that I was advised in no uncertain terms otherwise that we only wanted to exchange the bag (which incidentally was still in its original packaging, unused, brand new) FOR A MORE EXPENSIVE BAG and for which I was happy to pay the difference over and above the $700 I had already paid. I was advised that it was too late and there was no recourse. I tried reasoning and asking if it was good policy to loose a return customer whom would most likely spend even more money as opposed to bending policy over a mere 5 days. I was advised it was too late, no recourse.

Extremely upset, I took immediately took my wife to Chanel at the mall at Short Hills, NJ. I bought her a new bag at $2, 500 in spite of Coach's petty crap. When I inquired as to their exchange policy, the sales associate advised; " this is Chanel, if you have any issues just return and we will handle it however you would like", I was STUNNED. I asked about timing and the associate politely chuckled. Chanel I was advised is "timeless". And then she stated with a smile: "you would have the same experience with Louis Vuitton or Fendi, I CAN'T SAY THAT FOR COACH".

So the next time the Coach execs are trying to figure out why their share price is slipping or why they holiday sales are off - this is the reason. Sales 101, your customers make your business.

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12:09 am EST

Coach service

Shopping while black on vacation with my family from north carolina to california took my daughter to to santa monica mall let her use her own little credit card trying to teach her how to shop correctly keep her balance the young lady was calling on a walkie-talkie watch the black folks is everything ok she didnt take her eyes off and ask the ladies when my daughter didn't have enough money which I covered with no problem is everything okay what it is doing over the walkie-talkie is every think ok she didnt help the two customers she should have been helping they didn't even buy anything they left while we actually purchase. Something what an embarrassing thing to happen to a 14 year old child while on vacation with her parents shopping while black in santa monica mall don't even do it don't even go in the coach store!

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9:16 am EST
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Coach sandals

I own a pair of Coach sandal shoes A 3348 Carolyn G04 7 1/2B. The entire wedge is disintegrating under the coach emblem material. I have only worn these shoes approximately 3 times prior to today. As I was walking, the shoes began to feel funny so I took them off and I realized that the whole wedge on both shoes are crumbling under the material. I am very upset that these shoes are not holding up to the Coach standards considering the cost of them.

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11:06 am EDT
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Coach sneakers

I bought 2 pairs of coach sneakers. I wore one of the pairs and in one day the extent to the damage on the back of my heels was so bad that its 2 days later and I can hardly walk. My heels are in the raw and burns when I shower. I can not believe that such an expensive sneaker and such a known brand can cause this kind of damage. I have another pair but I'm afraid to wear any of these sneakers. I was trying to add photos but this area of contact will not let me. I give coach sneakers a thumbs down and would not recommend these sneakers to anyone.

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Update by LeilaniC
Oct 30, 2018 9:07 am EDT

I bought 2 pairs of coach sneakers. One pair I wore for only a few hours. They burned and peeled the back of my feet so bad. It is 2 days later and it hurts bad to walk. It's so bad it burns like acid when I shower. Smh I never thought expensive sneakers or such a known name as coach would do that. I would not recommend these sneakers to anyone. I give coach sneakers a thumbs down for all this pain I feel.

Update by LeilaniC
Oct 30, 2018 11:11 am EDT

I wrote to coach customer care/service. Despite the fact that I can barely walk they sent me a link of locations to return these sneakers. They didn't even apologize for the condition or pain these sneakers have caused. An apology would have sufficed. Now I feel like suing. I don't want this to happen to anyone else.

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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.

How to file a complaint about Coach?

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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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- Review your complaint for clarity, accuracy, and completeness before submitting it.

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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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