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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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1:53 am EDT

Coach a tote bag

i purchase a tote bag from premium toronto store i was in love with its color and reversible utility i bought i june 2017 and has torn from corners all four sides within no time
i bought it in june from premim outlet toronto, wish to have arefund of the bag as its ahard earned money and after looking at pivtures u can judge i can carry a torn bag,

hemakshi gupta - name
email [protected]@gmail.com
purchase month june 2017
mode of payment card

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1:48 pm EDT
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Coach handles on handbag

I have a coach bag given to me as a birthday gift from my sister which I loved and was proud of until in less than 3 months the handles started cracking and peeling to the point that I cant even hold the bag. I had to stop using it and said to myself to write a complaint; which in my hecticness of life just didt sit diwn to do until this weekend I saw my back ane tried to use as is but in my first trial I felt sooo embarassed that people would notice but even worse, I just cant even hold it with the pinching of the cracked hard material of the handle. I felt truly cheated to the point of writing this complaint and calling this out. Hoping that my special gift can be repaired by coach or deservingly replaced.

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7:42 am EDT
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Coach coach bag service

Coach said they whey sending me a label to send my coach purses to see if they can be repaired. I talked to someone (Alexa) on the 14 th of September . She sent something but not a label. Called on the 15 th of September and talked to a customer service person ( Renee) who made a profile of me and promised a label which I have yet to receive. The Coaches I am trying to get repaired are not worth the price you pay. Plus your word to help the customer is terrible. Plus the Beachwwood store called their self cleaning and polishing my bag is a joke. I could have put black shoe polish on my bad. I though they would have done a better job I will be out on social media complaining about your company. I will never purchase a coach bag again they are a piece of trash and should be treated like trash.

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10:17 am EDT
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Coach handbag

For the first time I bought what I thought was a luxury item- coach handbag and purses. I am 53 and my husband brought them for me from Coach Shop in Shorten hills Mall Newark New jersey.
Within 12 months the zippers frayed away from the seam. I have put up with a broken zipper for 12 months now as I refuse to throw away an expensive item.
Other friends of coach handbags told me this week there was a complaints department and to complain. I see from the blogs that this has happened to other women.
I will not buy this luxury brand again and I will be telling my coach friends who encouraged me to spend the money in the first place, praising coach handbags and the durability, not to purchase again and let them know of the frayed seams and consequently broken zippers.

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9:27 pm EDT
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Coach purse

The last two purses I have purchased have had the handles start "fraying" fairly soon. (6 months) Never had this with previous purses. New material? New manufacturer? It's annoying and looks cheap and tacky.
My friends have noticed this on theirs as well. I want to find out why and what you are doing about this before I purchase another. I may need to stop buying coach, as much as I love it.

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4:24 pm EDT
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Coach unethical and discriminating practices at coach store

A month ago, I went to shop at Coach at Woodbury Outlet in NY. At checkout, I saw a nice bag that another customer was trying to buy. I asked the cashier how much that bag was. She told me $39. And then I asked for 3 same bags. The cashier sent another Coach associate to get them for me. When they rang me up, it was $59 a piece. I asked them why that was the case. They said that they do not know. They would sell at whatever the tag rang up to. I asked why I would pay more than other customer. The store manager came. He was very rude. He would not apologize and act very aggressive. I think because I am an Asian. He said he gotta go and have a nice day. I called Coach customer service hot line. They would not help. I called them again and again to get an apology for poor service. They offered a district manager's phone that did not work. I can now understand how Coach is losing shares to Michael Kor. They should be next Sears. Shameful brand.

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12:50 am EDT

Coach customer service

I've never been so disgusted by impolite, rude, and disrespectful sales clerks in my life until I met a young lady named Dalia at the woodburn outlet mall. I believe that attitude and feelings should always remain outside of work and never to be taken out on customers. Dalia's attitude was appalling and I did not deserve that kind of treatment, nor should anyone else. She was absolutely disrespectful, and I will call customer service/corporate to handle this situation.

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12:48 pm EDT

Coach coach new york loafer shoes-damage to foreskin and severe burns

To Whom it may concern,

I have been wearing your shoes in different styles for quite some time now. Unfortunately, this last pair I purchased was poorly manufactured and horribly designed. I have attached pictures for your reference.

I put on your shoes, and in a matter of hours the top of my foot, had rubbed the leather the wrong way and I had blood oozing out of my skin. The next day these had turned into huge blisters around and on top of my foot. I have not been able to walk...even in the slightest because of the damage done. I can't put on other shoes or sandals even to let the blisters air dry and disappear.

The damage will surely leave scars on my foot, and I am in shock that you can make shoes of such poor quality. I would expect something from Payless or Ross, or any other cheap discounter, but not of a premium branded shoe line. If you truly care about your customers and clients going forward, you will take this message into account, and relay this information to the correct technical and design team to make sure this doesn't happen to anyone again.

I am asking for a refund of my whole purchase. I will gladly send the shoes back to you, or a return of my purchase. I cannot believe how one small shoe could do so much damage. My physician said that I also don't have particularly sensitive skin, but that the shoe is poorly made.

Nancy Eslamboly
[protected]
[protected]@gmail.com

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7:34 am EDT

Coach discriminative customer service

I purchased 3 bags from Coach South Wharf DFO Melbourne, went to exchange and the lady says you can do only once, the policy doesnt say that. When I chose a bag, on asking for a fresh piece of bag that I liked to purchase the chinese sales person says this one is the last one that is on display, a week ago the store manager had confirmed having 7 new ones. When I checked with another sales person she brought me a new one which was well packed. When I confronted the sales, she just chickened out. Very rude in assisting as if we Indians do not deserve respect at all. I found all the customer service people very discriminative. I observed, when Chinese and Australians come into the store, the CE are so welcoming by giving them great customer service, when I entered not a single greeted neither came to assist even though I bought 3 expensive bags. I will never buy Coach bags in my life, very humiliating.

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12:44 pm EDT
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Coach staff behaviour at coach westfield white city

Hi. Just visited coach at Westfield white city shopping centre. She was looking for a hand bag and I was looking for a wallet. As soon as we entered a black male (staff) started following me and asked me if I am looking for something specific. I said we are just looking. He started smiling and giving a very funny body language like he was not very happy about the fact that we might be window shopping. Then I asked him is it ok? He smiled again and said yes it fine! Then he started to shade me very closely. To be honest, I and my partner were feeling ashamed! I absolutely regret entering this shop.
We decided to get out of this undignified situation and with a bad luck, a beep went off out of the blue! The guy asked to search me which I understand and I let him to do so. After searching me inside out, he asked my partner about her black branded skull scarf asking; where did you get this from! I told him is this your product? He went silent! How on earth someone could ask a customer about something that they know is not from them? I so very much regret to enter your shop even thou us being a fan of coach. I would share this experience with as much as people I can as I did in my google review to let them know about your patronising and undermining customer service. I feel I am harassed.

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11:15 pm EDT

Coach manager at florida city, florida 5/21/17

My daughter was going off to college and I wanted to purchase a particular purse which was a brown saddle bag from the Disney X collection. I phoned
the store in Florida City to assure they had the product and they did, I drove 3 hours and bought multiple items and the saleslady confirmed that the store had two left when she approached The manager Gary he told her that they were not available, I approached Gary the manager which told me they could not be sold as they were on hold I advised him coach does not hold any Disney product it is against policy and then Gary told me they were purchased already and the customer was going to pick them up later I said that was not true as they were in the original plastic covering with a HOLD note. Gary broke all policies and then lied to me and told his staff to lie as well. Not only did I travel 3 hours for the item Gary had no remorse and his staff apologized and replied that he made all the decisions. This man should be held accountable for his unprofessional behavior.

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4:52 pm EDT
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Coach coach purses

My first purse was a coach. Since the 1980's I have owned nothing but coach. Ever loyal to the brand and its products. I had several products fixed and repaired without cost. A few weeks ago I decided I wanted two of my favorite pieces repaired. The associate told me they are a not covered for the life of the item. When I asked how long does a purse live, she said ten years then quickly changed her answer to two. She knew the items I had were newer than ten years. The cost to repair them was going to be nearly two hundred dollars. I was furious. I had a business trip cooking up and needed a bag. So I made the decision to purchase a baby bag to act as my computer carry on bag. I also decided it would be my last coach ever to purchase. I wanted a few weeks before writing this to ensure I felt this way. Unfornately the longer I waited the more I spoke to other women who experienced the same thing. Hence I wil never purchase your product or related products, like Kate Spade, should your acquisition be approved. I'm very disappointed and sharing this with my fellow consumers.

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11:46 am EDT

Coach coach key ring

This beautiful Coach key ring was a gift from my son a while back.

I received many compliments and other people purchased one for themselves or as gifts.

However the stones have fallen out. Would appreciate any and all ideas on what can be done to fix or replace this as I love it.

I also have about 6 or more Coach bags and have never had a problem with anything breaking, etc. think/hope I might be getting another one for Mother's Day as I have hinted enough about a new one I would love to have.

Tank you for a reply.

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11:04 pm EDT
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Coach debit/credit terminals not working - had to pay cash

Debit/credit terminals not working tonight. Cash only. Had to go to ATM and pay $5 for the withdrawal. Asked the Manager (Chris) to deduct $5 from the total bill at Coach. His response: "It;s not our fault that the terminal is down." Convenient for you. Also, Coach saves double the $5 on credit card fees.

Scam. Next time, I'm going to Kate Spade.

I called the 1888 number... Agent apologized. Still no recognition of the charge. They just don't get it.

Kate Spade, here I come.

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3:58 pm EDT

Coach brown monogram coach rain boots

I received these COACH rain boots for Christmas about 2 years ago. I love these boots. I don't get them to wear them because there has not been enough rain. However, I wore them today at work and I just realized the boot is coming apart where you can see the inner lining of the boot. As I stated before, I hardly ever wear these boots, so for them to be coming apart is absurd to me. They were purchased at a department store at the regular asking price.

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9:45 pm EDT
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Coach black loafers

I purchased a pair of black loafers for $200, not at an outlet. I have had the loafers for several years but with paying $200 for them, I never expected the sole to come apart from just normal wear. I sent them to get repaired or replaced at one of your companies, and received the loafers back just as I mailed them. I was told they wouldn't replace them nor provide a voucher. I've purchased several shoes and purses and have been lead to believe that with any purchased items if damage they would be replaced or repaired. I have also had two purses replaced because of damage, not on my part. I've very upset to have purchased loafers for $200 and to receive the letter I did stating, "to bad and here's a 10% card." I will tell everyone I know to never purchase Coach products of any kind as it's not worth paying over $200 on items that say they're "guaranteed" but are not.

Sincerely,

Tammie McWhorter
[protected]@yahoo.com

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Coachnomore
, CA
Jul 18, 2017 2:18 pm EDT

I have purchased many Coach handbags and wallets over the last few years and last summer purchased a black leather accordion wallet. After using it a handful of times, the zipper broke. As I presented myself at store location as instructed by customer service on the phone, regardless of me only using the wallet a few times and it being in pristine condition but for the zipper, I would have to pay for a repair...I will never purchase a Coach wallet or handbag again...

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7:42 am EST
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Coach messenger bag straps

We purchased 2 messenger style brief cases from coach, @ $450 each. Within the year, the straps began to fray and delaminate. Our local Coach store sent the bags back for repair. One they repaired and it soon required re-repairing. Regarding the other bag we were told it could not be repaired. Upon further inquiry we learned that the longevity of the bags, due to the poor quality of the strap, is 1-2 years. Imagine, $1, 000 for two bags that Coach themselves should be expected to last less than 2 years.

Poor customer service, and apparently incompetent management.

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6:26 am EST
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Coach coach purse

I have a Coach purse About a year of use the straps started shredding I emailed Coach & was sent a return label to send purse to Coach to be repaired I was lead to believe the purse would be repaired at no charge Now Coach has my purse & I was told it would cost me$90 to repair the straps I am very disappointed with the craftsmanship of a well known purse

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Wine Is Good
Wine Is Good
, US
Nov 11, 2016 10:18 am EST

If you were in warranty, you would pay nothing for repair or replacement for manufacturer defect. After warranty, you pay. Like everywhere else.

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12:49 am EDT

Coach bad service

There are many positive reviews about Coach website and I never expected anything could go wrong. Ordered a bag from this company and the one arrived was incorrect. I contacted Coach customer service in order to get the correct order and they explained how to send the wrong one back. I followed their instructions and sent it back and since then I heard nothing from Coach. I tried to reach these guys but for some reason they ignored me. I want to know what is going on and when will I get my bag! It is now over a month and I still have no information regarding my order status.

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jhpup
, US
Mar 15, 2017 7:16 pm EDT

I, too, have had bad experiences with Coach representatives and their customer service. I purchased a wallet a few years ago at a cost of about $75. The plastic zipper pulled away from the leather, otherwise the wallet was in good shape. When I had it returned to Coach for repair, I was told that it could not be repaired and that they would give me a 10% off certificate that could be used toward another Coach purchase. Really? So, in essence, if the wallet is three years old, it means that if you divide the cost over the years, I spent $25 per year on a wallet! So, instead, I spent $3 on Amazon.com on a wallet that has now lasted me several months and appears that it will last at least a year. I would rather spend $3 a year and have my choice of wallet than $25 a year on a Coach!

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12:48 pm EDT
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Coach coach handbags poor quality and bad customer service

I am very disappointed with the lack of customer service I received at the Coach Outlet store located at the Sands Outlets in Bethlehem, 77 Sands Boulevard, Bethlehem, Pennsylvania on Friday June 10th at approximately 9:30 PM. I know this was awhile ago. I was just going to let it go, but two months later I am still upset, so I decided to write this post. Anyway, June 10th I went into the store because the zipper on my Coach bag broke. I asked the sales associate what they could do about it. The woman I spoke to said she was a manager and my only option was to pay $55 and have the bag sent out for 4-6 weeks in order for it to get fixed. The manager I spoke to was not helpful and she made a snide remark about the bag being a year and a half old as if that was ancient. Yes, the bag is a year and a half old. I hate to break it to Coach employees, but that’s not that old. A well- made purse shouldn’t break after 1.5 years. All the employees I spoke with had the same condescending attitude like I was ### because I wanted Coach to reap some of the cost of repairing a bag that was over a year old. I spoke to another manager who said the same thing. Although I was very angry at this point, I kept my composure, was nothing but polite, and explained that I only buy Coach Bags because of their quality and because in the past the company has backed their product. All of the Coach employees acted as if they didn't care at all what I had to say. They didn't validate my feelings and they made me feel like garbage. I find this unacceptable. I should have not been treated this way. The employees should have at least tried to keep me happy as a customer and should have at least attempted come to a solution. There was no attempt at a solution and they showed no care what so ever that I was upset. Again, I was polite, but communicated the issues I had. Their customer service was plain horrible. I absolutely love my bag and I am devastated that it is broken. I don’t feel after a year and a half later that I should have to pay $55 and wait over a month to have my bag fixed. Whether it is policy or not, I feel that Coach employees could have made more of an effort to fix the issue and make an exception being that it isn't that far out of the year warranty. They could have at least tried to help me. Especially since I thought that the policy stated that the bags were guaranteed for life. I understand if the bag would have been 5 years old and I wanted the company to reap the cost of the repair that they would say it is my fault and I would have to pay, but this was only a year and a half.
I started buying Coach Handbags about 15 years ago because I liked the style and the quality. Also, I was misinformed, but I buy the bags because I thought they were guaranteed for life. In the past I have had top-notch customer service from Coach and Coach Outlet employees. I became a loyal Coach fan when 6 years ago I had an issue with one of my bags, which was approximately 2-3 years old. I don’t remember what, but something on the bag broke. I went into a different Coach Outlet store to find out what they could do. At this time the sales associate was incredibly helpful and understanding. They credited me for the amount of the bag and I was able to pick out a brand new handbag, which I didn't expect whatsoever, but greatly appreciated...After this I was hooked on Coach and from this time on the only brand handbags I bought was Coach. I told everybody I knew about my amazing experience (even years later) because it really showed that the company was dedicated to selling quality products and the customer service was out of this world!
When I went into the Sands Outlet Coach I didn't expect or want a new handbag, in fact if they would have offered that I would have turned them down because I want to keep my bag. It's just the point that they didn't even try to help me or make me happy. Coach employees showed me that they didn't care at all. The handbag was approximately $220.00. It seems pretty ridiculous that Coach bags over $200 only last a year and a half. This is really a hassle and upsetting. I love my handbag and I want it fixed, but I don’t want to put more money into the bag because I am afraid it is going to break again. I don’t want to have to pay $55 every year and a half to have this handbag. At this point I haven't gotten it fixed on principle, which stinks because I want to use the bag! Over the years I have spent thousands on Coach products buying purses, perfume, shoes, jewelry, wallets, a headband, wristlets, make up bags, a passport cover, umbrellas, scarves, key chains, gloves, hats, etc. I have spent so much money at Coach~ and they can't waive a $55 fee for my handbag to be repaired? That says A LOT about Coach as a company. I have reached out to Coach and have received either no response or a response that doesn't make sense or match my questions-Like the response to me was "cut and pasted". I am really disappointed and will never buy Coach products again. Coach lost a customer for life, but I am sure they don't care.

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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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- 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.

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- 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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