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 is the manager of the store. And here is the conversation we had:

Manager: How long do you want me to cut it?

Me: I just bought another belt which is the right size, do you want it for comparison?

Manager: yes, can I see it.

I gave the other belt to her, I bought it just before we went to the store, so it is also brand new and well wrapped.

Manager: can I unwrap it?

Me: yes sure, go ahead

Manager: Do you want me to cut it 4 inches or I can cut 2 inches every time and you can see the difference

Me: yes, 2 inches at a time

And then the manager cut the belt. When she cut the belt, the two belts were put next to each other. The Coach belt is pretty hard and I noticed that her scissors scrapes on the other belt. I did not call it out immediately because I trusted her to be professional. But later when the 2 cuts finished, I was checking on the other belt, I can see two marks on it, right on the place where she made the cuts.

Me: here are two marks you might made just now.

Manager: No I did not cut that belt

Me: I didn't say you cut the belt, I mean your scissors touched the belt and left the marks there

Manager: no I did not touch that belt, I only cut ours

Me: No I see the scissors touched this belt

Manager: no, I did not

Me: can I talk to your manager

Manager: I am the manager

Me: ok, so is there a camera, we can check the camera

Manager: yes we have camera, but we cannot let you see. And I don't work for that company I can do nothing for that. We have a long line here for other customers. We need to help with next customer.

Till now I really have nothing to say. Even a 5 years old child knows if you might broke other's things, first thing you should say is sorry, or sorry to hear that. All I hear yesterday is "I did not cut it" " I did not touch it" "I can do nothing about it" "you are the only one complain today". Which feels me like a rude person and intend to make trouble on her. She could say "I am sorry for that, we can talk off the line", but she didn't; she could say "We can check on the camera, if I touched it we can discuss more on the resolution", but she didn't. I don't know if anyone else faces the similar issue, or it just happen on me because I am an Asian mom, speaking with a not that fluent English, caring with a young baby. And that moment, I feel helpless, upsert and disappointed because.

I was raised up with "Every adult should be responsible for his behavior/words. And Every adult should not let others to pay for your mistake". But I don't feel like that yesterday in this store, and I don't feel respect, even if not being a customer. This is not a good sign for the Brand, for the Company, even for the society.