I purchased an item on Coach.com and after 10 mins realized it was not what I wanted so I called customer service to cancel. I was told they couldn't cancel but to call back once a tracking number was created. Called back when the tracking was created and was told they still couldn't cancel as only one of the two items ordered was prepared to ship and it was not the one I wanted to return. Got another tracking update and called back to be told once the item has a tracking number it has to be returned to sender which doesn't always work. So ultimately I have to wait until I receive the item and take it back to a store to refund. Not very convenient Coach! Also shows that your so called service agents are trained to force a charge to my credit card that could have easily been cancelled since I called to cancel within 15 mins of the initial purchase. SHADY Service Shipping Returns Date of experience: January 10, 2025Ordered a Coach cologne spray sampler. It was advertised 3 times as being sprayers on their site. When talking to the rep I was told there was confusion? I was asked to send a picture. I did. The rep then responded with it was a problem and they don't send sprayers. Then after saying they were tying to help, they abruptly ended the convo. I wrote the FTC. I have spent thousands on Coach products when they were good. Do not buy the fragrances, spend your money on a brand that has not gone downhill and isn't false advertising. There is a reason I couldn't find a single YouTube video or pictures of the product. See the pix...it literally says spray bottles in 3 different sections. Service Value Shipping Returns Quality Date of experience: October 18, 2024My Haley loafers didn't even last 2 months of regular wear. They were bought in Sept. 2023, put away for the Canadian winter and brought out just a few weeks ago. The heel broke off already. Not worth your hard earned money! Customer service only helps within 30 days for shoes. Generic brands last longer! Products used:Shoes, wallets, bags Service Value Shipping Returns Quality Date of experience: March 12, 2024I have over the years bought a lot from coach. They keep going downhill. I ordered three pairs of shoes and two coats - none fit. I returned them - and now Coach refuses to give me a refund pretending they only got three items back - when all five were shipped in the same box. I have asked and asked and asked coach to fix this. They used to have great quality merchandise that fit beautifully but not any more. The small size coat was a tent. I'm usually a medium. The size 8 shoes were men's sized - even though I ordered the women's. Frustrating and sad. No longer a brand I can buy. Products used:None Date of experience: July 6, 2023I am very disappointed with the customer service when you return an item, such big company makes you wait 14 days for your money. I would never again order anything from coach. You stay on hold for 30 min and than you get disconnected. Never again! Products used:Boots Service Value Shipping Returns Quality Date of experience: December 11, 2023And that'll be the last time we purchase from coach again. The countless bags, iPad case, wallets, shoes. Horrible experience we sent a bag in for repairs as the straps fell apart. Well the bay came back and instantly say the stitching was botched and layered over multiple times then in some spots stitching was already pulled and not present. Wasn't even upset until they told me send it back and I have to get back in line 6-8 weeks. We'll coach keep your items keep going down hill. Service Value Shipping Returns Quality Date of experience: July 23, 2023Order was delivered to the incorrect address. Spoke to coach c/s who promised free express shipping on re order as well as an additional gift card for the hassle. Was not given. When I called back to ask about it, I was told that's not something they offer. Worst customer service from start to finish. I would add a photo of the merchandise but I have no merch to take a picture of...sooooo... The first photo is of the house my package was delivered to... the second photo is my place (clearly not the same). Products used:None, never rcvd my merchandise. Date of experience: November 10, 2023By far the worst customer service. I ordered a cologne and realized I ordered the small size. I immediately reached out to them via text. Less than 5 minute. Only to be told the order had been processed and I could not make changes or returns. This happened to my boyfriend as well. He ordered an item at the store with their staff and they made a mistake with the wrong item and said they could not do anything. They told him he needed to wait until he received the order so he could go to the store and make a return. This was their mistake and they did nothing. Horrible customer service Date of experience: August 28, 2023One would think spending over $200 for a purse you would get quality. Nope! Despite raising the cost of their purses, the quality of material and workmanship is horrible. I purchased a purse a year and a half ago and the seams sown inside has come apart. I can find better quality in the cheaper brands sold at Ross or Marshalls. I will not waste my money on their so claimed "designer" (I chuckle as I type designer) bags. And of course when I contact them I am told I am out of warrantee. How convenient. Will not buy another purse from them ever again. Date of experience: October 4, 2023I recently ordered a camera bag from coach retail on line. It arrived with a stain in the fabric, a handwritten tag on it, and no wrapping at all. It clearly was a used, returned bag. A dead, black spider was also in the box. Their website is never accurate, one minute they have items in stock and then the next minute the item is sold out. Then several minutes later, the item is there again. What a horrible way to do business. Beware, the item you receive may be someone else's used return that they are trying to pass off as NEW. When you buy a new item, it should be just that, new, wrapped and never used. They deserve a Zero star rating. Date of experience: July 31, 2023I'll be blunt - loved their products. I spent $300-500 every cpl mos. I got a back pack - used it 3 times & the lil handle on top gave way on a trip & u weren't even able to put it on ur back, arm or anything. Got home, sent it in for repair-cost me $36! They don't send u a label for their broken crap. Get this-they want $75 now to fix their crap & im prob gonna hear after they repair it that they want shipping to send it bk to me. Save your money-buy Gucci or Chanel…Dolce is prob even better! Look at my bag below-it's pristine. I shouldn't b pay n $75 for a repair & $36 for shipping. Guess I won't b get n my $36 bk either! Busters! Returns Quality Date of experience: February 28, 2024Do not purchase a watch from Coach. It broke second day. We called for help and received NO HELP. Even when we discussed buying another, we were discouraged, not offered any help, and basically told do not bother as they do not care our issues. Date of experience: December 22, 2023I went to a store to buy a purse I seen online. They had it but wouldn't honor the discount it showed online. So I ordered it online. The delivery date was delayed twice. Then it said it was delivered but was not. I called customer service.at least the rep was nice.My package was delivered to the main post office downtown.30 minutes from me! No reason why.! The rep said she could give me a credit and I could reorder it.I said hell no just refund my money! I don't need to do business with Coach anymore. Ridiculous! The good part is their screw up saved my big money on something I didn't need anyway! The one star is only because I liked the reps on the phone twice.The store rep/manager were a joke as well as why it was delivered to the wrong address. Absolutely uncalled for. Service Value Shipping Returns Quality Date of experience: August 8, 2023Coach associates threaten customers with barring you from making future purchases if you do not agree to their unreasonable terms of refund/return. This is unethical, offensive and unacceptable. I actually thought they were trolling me initially. This my experience and I won't recommend them to anyone! Terrible! Products used:Bags Service Value Shipping Returns Quality Date of experience: May 27, 2022The most famous accessory brand in the States is Coach. It is considered a luxury brand. Indeed, this quality is impeccable! The bag I gave my mom 3 years ago still looks like new. This morning I got the ordered bag, which is insanely happy! The collections are constantly updated, the models are different, from strict classics to youth chic. The lineup can be seen in the official COACH boutiques or on their official website. Beware of counterfeits! I think Coach is the golden mean between brands such as DIOR and Chanel. The prices are lower, but the quality is absolutely not inferior. Also COACH offers not only great bags, but also shoes and various accessories. For my part, I highly recommend it for those who value quality. Date of experience: December 17, 2021I bought bag and 2 shoes from coach outlet online, I didn't receive any confirmation Email and order number from them apart from the debit of my credit card. I called their customer care, she told me there was no evidence I bought anything maybe I input the wrong email address and phone number, I asked her how possible is that then she said that there nothing they can do. This people are really fraudulent, am really confused right now Date of experience: January 6, 2022Great size purse which holds a bit more than cards, money and iphone. Outside pocket is deep enough to hold my iPhone safely. Was a little concerned that it was difficult to snap closed at first but once front compartment was full enough the snap shut is easier to fasten. Strap can be easily removed to use as a clutch if desired. Strap can be lengthened slightly if snapped on to longer length, but normal setting is perfect for my height which is a little over 5 feet. Finally I found purse that just says "me". Value Quality Date of experience: October 22, 2021I adore many things Coach but my favorite is their shoes, specifically the heels. I actually bought these quite some time ago but the quality is so amazing they look new! I've had no issues with any of their shoes. Ive never had to deal with returns or customer service so I can't speak on that. All I can say is they have a beautiful selection of shoes and they make great sunglasses as well! Products used:Shoes, sunglasses, perfume Value Shipping Quality Date of experience: November 23, 2021Hang in there! Your bag will arrive... Eventually. I placed my order on 12/17. On 1/11, I received an email from Coach apologizing for the delay and letting me know my bag will be shipped soon. On 1/12, I received a shipment notification email from Coach. It's due to arrive on 1/13 via UPS (update: actually arrived 1/14). I think they over-promised on how soon they were able to deliver. I selected Standard Shipping which was I believe 7-9 days business days. It will actually be 17 business days. Although, it seems like it has taken forever, I supposed 8 business days late isn't bad. (This review is about Coach Outlet.) Date of experience: January 14, 2021My husband bought me my first Coach purse in December 2014. It's great quality. I had to have it repaired a month ago because the stitching had been coming off. When I was processing this transaction in the store, we couldn't locate the receipt. I almost felt like they were treating me like I'd bought it secondhand. I knew I had it, I just didn't know where. So I dropped it off. About a week ago, I found the receipt (It was in another bag I'd just dumped my items into) & immediately took photos, because it had faded. I called & told customer service. I hope they attached it to my account. Fast forward to yesterday, I got my bag. Stitching is good. But one thing I noticed is that they didn't bother with the strap stitching, which is frayed, didn't bother with the fading color of the gun metal color, or much less clean it for me. That tells me that they don't take pride in their products, which is sad, considering what we, as female consumers, pay for these purses. Date of experience: March 22, 2019Bought a purse on sale from their site. When delivered, it was the wrong item. Not wanting to stand in line at a physical store (Covid times), I called their customer support. After an hour of waiting (Black Friday, so not their fault), the woman can exchange it, but asks for my credit card number. Apparently they will charge again for the right purse, and give back the money for the original a couple of weeks after it's returned. And I have to pay for return shipping for the wrong product that they sent me. What? Is there any doubt why customers are shopping on Amazon instead of other e-retailers? Because their customer support and returns are so much easier! Date of experience: November 27, 2020I order a handbag to my daughters BD gift, over three week still not get it, the problem is they using the worst company Up to ship it, my handbags in Ups over a week still arranging delivery! It is the same location! I dont understand what are they waiting for? Date of experience: May 24, 2020At first I was upset because Coach.com refused a return of an unused bag. Then the company called me and the though I had to travel, and lost my shipping charges, they took back the bag. Tip for consumers:DON"T SHOP COACH, there are better companies out there who are honest. Products used:Coach refused a return of an unused new bag. Date of experience: June 19, 2021I HAD AN ISSUE WITH CUSTOMER SERVICE, AND WAS GOING TO RETURN THE HANDBAG EVEN THOUGH I WOULD HAVE TO PAY A FEE TO RETURN. COACH HONORED MY REQUEST AND FOLLOWED THROUGH IN A TIMELY WAY. Tip for consumers:PERSIST IF THERE IS A CUSTOMER SERVICE ISSUE Products used:HANDBAG Service Shipping Date of experience: March 6, 2023I had ordered from Coach before without a problem customer service was great. I wanted a Charlie tote in Oxblood placed order online as i went to finish the online order slip. I was directed to CALL CUSTOMER SERVICE. Which i did asked whats problem was told the purse was not available in that color and Coach would not be getting anymore. So after much going back in forth with sales person i chose Oxblood Gunmetal same purse just Darker. Placed order i went to check my bank account and Coach charged me for two purses. Even those the first one was out i was charged 299.00 plus tax and then charged again for the purse i actually got. When i contact Coach their take was yes we charged your card because you put it in the cart and yes we are out of it we still charge your card regardless rather it is in stock or not. Then to make matters worse the girl who took my phone order enter my information system had another person same name and state just different city 3 hrs AWAY and that was where my purse was going. If i had not called about the over charge on my card i and Coach would not have known that mailing address was wrong. Coach was ABLE to contact UPS and Stop the delivery and reroute it to me which took another 4 days and it took 7 days for Coach to refund my account. Overall it was not The Service i have had in the past with Coach and i was very disappointed with the poor level of Customer Service and how they just charge people account without regards to the items not even being in stock. You add it to cart its out but we still take YOUR MONEY AND HOLD IT FOR 7 TO 10 DAYS not cool or happy about that. I give Coach 3 Stars and that is for finding my purse. Date of experience: January 10, 2019