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?