Welles Jtn

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Verified Reviewer
| map-marker Scobey, Montana

I purchased the Molly Tote purse from Coach Outlet store which states it is double sided leather, IT IS NOT LEATHER!!! It is nothing but pressed plastic. This if false advertizement!!

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I purchased the Molly Tote purse because it stated that it was leather, when it arrived it was so stiff it felt like hard plastic. I figured with some wear it would soften up...No it is as stiff as a piece of tupperware!! I am so skeptical to ever order another piece of LEATHER from Coach Outlet & I have been shopping there for several years. If you are going to sell false items as this, you should tell the truth and say "Plastic Double sided Coach Purse?"Be
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User's recommendation: Do not purchase purses from this company unless you are in person!!

Ranata D Xfg

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Verified Reviewer

Coach Shipped Incorrect Item, No Refund Yet!

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I order two bags on coachoutlet.com.

They shipped an incorrect item, one tote bag instead of the two shoulder bags I ordered. I called and was given a return label.

I shipped back the incorrect item they sent. I still did not receive my refund to my credit card. Called back and was told that a case will be created for them to look into. I also stated that if possible, Id like to still have the items I ordered.

They entered a replacement order but not at the original sale price I paid and said that the bags are not in stock and if it does come into stock, they cannot prioritize my replacement order. How can you not prioritize a replacement order due to Coachs error?

Ive called three times so have and spent so much time explaining in each phone call what happened. Absolutely poor and unbelievable service for the price people pay for their products!

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Pros:
  • Quality merchandise
Cons:
  • Incorrect items shipped
  • Do not get refund timely

Preferred solution: Refund for amount charged to my order. Shouldn’t have to wait days to get my refund when I shipped back the incorrect item they sent me. Replacement order should have the same price that I paid in the original order that Coach messed up.

Rose-marie R

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Verified Reviewer

My bag is stripping inside

Took my bag to a coach outlet and they're telling me it's better to buy a new bag than to repair I felt so bad the bag was stripping g inside thought u guys would do something
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Preferred solution: Price reduction

User's recommendation: Be careful when choosing coach

Marcia P Ofc

I need to speak to someone

I bought a bag yesterday, money came out of my account and I dont believe I was finished so I want to know about the order
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Preferred solution: To know about the order

Donna N Zzx

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Verified Reviewer

Need Price Adjustment

I Purchased the Mollie bucket bag for $159 and later on during the day I saw for one &119.40. I was wondering if I could get a price adjustment
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Loss:
$40

Preferred solution: Price reduction

Anonymous
map-marker York, Pennsylvania

Cancelar orden

Hice un pedido un covers para mi computadora , me percato que la medida no es la correcta y llamo para cancelar , y la orden no s podía cancelar . Fue en poco tiempo pero no me ayudaron a cancelar .
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User's recommendation: Nop

Anna D Brs

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Verified Reviewer
| map-marker Milwaukee, Wisconsin

I bought 2 coach purses f

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Coach Outlet - I bought 2 coach purses f
Coach Outlet - I bought 2 coach purses f - Image 2
Coach Outlet - I bought 2 coach purses f - Image 3
Im emailing you about two Coach purses that I bought threw you & one needs cleaning along with the other needs to be fixed. Im hoping you still honor your lifetime warranty. Please email me back regarding this & let me know when I could bring them in or how the warranty works please. Thank you, Anna Dudek
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Anonymous
map-marker Hicksville, New York

To specify the delivery date

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Needed our product to be delivered at specific date of the week next month. And we do not want to miss the delivery day .
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Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Marble, North Carolina

To check on an order I placed a month ago .

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Coach Outlet - To check on an order I placed a month ago .
Still havent gotten an answer on when Ill receive my merchandise. Since they have 1200 pieces in stock . You guys need to get your crap together ! I buy a lot of Coach products ! Will reconsider buying another coach product again!!! This is the worst experience I have ever had with your company!!
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Nora P Vhv
map-marker Van Nuys, California

Credit due

Credit for $25.00 was not received. Please answer my call. I needs my $25. Now!!! Ok??? Can you take my call
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Tamie Dse
map-marker Merced, California

Because you asked for it

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Had to call customer service because they had my space number wrong and they shipped it to the wrong address so they have to re-ship me a new item
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Raveon R

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Verified Reviewer

Refund not issue

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Not receiving refund are exchange...this issue occurred May 3rd ..I spoken with multiple supervisors and issued still not resolved
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Loss:
$107
Pros:
  • Negative

Preferred solution: Full refund

User's recommendation: Order from Michael korrs

Celeste L Uza

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Verified Reviewer

Coupon not working

Coach Outlet - Coupon not working
Coupon not working yet picture of pocketbook saying its 15 percent off could someone help me when I tap on picture I hit copy but it doesnt put discounts in
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Cons:
  • I would rather order online

Preferred solution: Price reduction

LAVERNE P Nbb

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Verified Reviewer

Complaint

During a visit to the Coach outlet at Foxwoods Casino on today 5/11/23, I was told by a salesperson that i could keep the small pillow that was in a bag i was purchasing. I requested to keep it.

Upon purchasing the bag, another associate took the pillow out and threw it behind him. I told him i was keeping that and he stated it did not come with the bag. I explained to him what i was told i I could have it, and he said it's not for sale. I asked for a manager and she came out and told me that it's not for sale and I explained to her it was the only one on the floor with it.

She said it was used for display only to puff up the bag. I told her that i understand that, but i was told I could keep it. Well they wouldn't let me have it. I explained that they were willing to lose a purchase over the pillow.

The Mgr. Said she would make me a paper pillow. I did not want a paper pillow.

For a pillow they lost $170 + purchase. I'm disappointed in how this was handled.

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Pros:
  • Prices

Preferred solution: Price reduction

User's recommendation: Walk away when service isn't customer friendly

5 comments
Kevin Richards 11233

This child claims to understand but obviously does not understand. They cannot give the display.

Also if they did not buy anything why are they asking for a price reduction? This child needs to learn he or she cannot always get what they want.

Then this child mistook this as being unfriendly. Don't worry child, I am sure another person buy it.

Guest

Why wouldn't I if it was in the bag and I'm buying the bag off of the display and would like to use it to keep it's shape. You must not own luxury bags.

Paper doesn't work that well. Just as some stores offer you the hangers and some don't, that is why I asked and didn't assume.

I was more upset that they didn't honor what was told to me by the sales associate, mistake or not. I would've purchased it without it had I been told no when I asked if it came with the bag.

Guest

Why would you expect/get to keep a store display item that protes the appearance of the item for sale?

Kevin Richards 11233
reply icon Replying to comment of Guest-2337110

What about you saying don't assume? You are ASSuming that this person does not have a luxury bag.

GROW UP hypocrite. Thanks again for proving that you are six years old.

LAVERNE P Nbb
reply icon Replying to comment of Kevin Richards 11233

Thank you for your response. I am mature enough to know that you do not have to agree, and I agree to disagree with you.

Obviously, you don't understand good business practices.

If I owned a business and one of my employees informed a customer wrongly, I would do whatever I could to accommodate that customer and then just correct the employee later. That's the point, not the pillow.

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Mohammad A Kwj

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Verified Buyer

Terrible Customer Service and No Refund

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Coach Outlet - Terrible Customer Service and No Refund

I had a terrible experience with Coach Outlet. I placed an order but I never received the item.

The courier returned it to Coach Outlet, and I have been trying to get a refund for over two weeks now.

Their customer service team has been unhelpful and refused to let me speak with a supervisor to escalate the issue. I demanded an immediate refund, but they said they can't do anything until they receive the item back.

This is not my responsibility, since I never received it in the first place.

I am deeply disappointed in the level of customer service I have received. I do not recommend Coach Outlet to anyone, and I urge you to shop elsewhere.

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Preferred solution: Full refund and Apology. I trusted Coach for my wife's birthday gift. So disappointing

User's recommendation: I had a terrible experience with Coach Outlet. I placed an order but I never received the item. The courier returned it to Coach Outlet, and I have been trying to get a refund for over two weeks now. Their customer service team has been unhelpful and refused to let me speak with a supervisor to escalate the issue. I demanded an immediate refund, but they said they can't do anything until they receive the item back. This is not my responsibility since I never received it in the first place. I am deeply disappointed in the level of customer service I have received. I do not recommend Coach Outlet to anyone, and I urge you to shop elsewhere. If you're looking for good customer service and a reliable company, Coach Outlet is not the place to go.

JosieGoyangi W

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Verified Reviewer

Got an e-gift card after I was told my return was "processed".

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Let me just start by saying, I used to manage a customer service call center. I know what goes on, and I GET IT.

But my goodness, my recent experience was nothing short of a straight up scam and I have no clue how Coach, a once respected company, can operate this way. Here are the facts and timeline of my experience:

July 29th - I placed my order online for two items.

August 10th - My order arrived.

August 11th - I decided to return one item as it was much larger than it looked online and had a huge belt buckle on it which was not in the photo at all (the size of a seat belt buckle). When I reached out to Coach, Amanda replied, I am very sorry that your bag arrived damaged, wait, what? It didnt arrive damaged, but ok.

So Amanda sent me an email with a shipping label except the shipping label wasnt attached. I let her know this. This was just the beginning of a long, very mind numbing experience.

Fed up at this point, I decide Ill return it in person at the Coach Outlet store, which is a 45 minute drive away from me.

I get to the Coach Outlet store, after a 45 minute drive, and it is CLOSED FOR TWO DAYS with a note on the door saying they would be back after two days. This sucked.

August 13th - I finally received the shipping label, but the link doesnt work.

August 14th - I had a planned trip and didnt return until August 28th.

Worried about the return deadline, I called Coach. This time, the person was really helpful. They sent me a QR code for UPS to scan and told me NOT TO WORRY - because the order just needs to be shipped within 30 days, but they allow wiggle room so it doesnt need to arrive to them in 30 days. I thought that that made sense, since I have no control over shipping times, both after I place my order and after I send my return.

Neither of those things should be the customers fault. Most reputable companies have this policy. So, okay, cool.

August 29th - I ship my item to Coach. Note, this is within my 30-day return window.

September 6th - I get an email from Coach that they have received my return.

September 21th - With no refund in sight, I reached out via chat asking what the status was.

Joedy replied, Your return was received on 9/6 and will be processed within 24-48 business hours. To which I asked, 24-48 hours from today (9/21) or was it supposed to be 24-48 hours from 9/6? Because that passed a long time ago.

September 28th - Still no refund, I once again asked what the status was. Keshara replied, A credit to your original method of payment has been processed as of 9/15/2022, in the amount of $175.00.

Please allow 3-5 business days for this transaction to appear on your account. I do see you used Paypal as a method which means it does take additional days to process.

See the issues here already? Ive already been quoted multiple dates. Why didnt Joedy say my refund was processed when I reached out on the 21st?

That was after the 15th. I asked about that and someone named Ameina replied that Coach has been having issues with PayPal, and since I paid with Paypal, I should reach out to them.

October 2nd - I reached out to PayPal. PayPal states that there are NO ISSUES ON THEIR END with Coach, and provides me a transaction ID to give to Coach for the refund. I then promptly sent Coach a screenshot of my chat with PayPal.

Its been over a month now since I shipped my item with no refund.

Jodi from Coach tells me, We have escalated this to the correct department and you should receive confirmation of refund in the next 24-48 hours.

October 3rd - I wake up to an email from Coach stating that I have sent myself an E GIFT CARD for the price of my returned item, $175.

Im speechless at this point. After a month of back and forth, being told different information, a store being closed, I am sent an e gift card? Nope. Not Cool Coach, that was not what I was told repeatedly.

I sent another email.

Got Keshara again who said, Unfortunately, the item was returned after a 30-day return policy timeframe, and can only be issued a merchandise credit in the amount of the item or an exchange.

This was NEVER mentioned before. I was told it was okay to ship within 30 days, I even tried to return in person and the store was closed for two days straight, and was told Id be getting a refund, to my PayPal, which according to Keshara was processed on 9/15/22. How can a refund be processed then I get an e-gift card? Thats sketchy!

So I called customer service and I am so sorry to say this, but the person I spoke with either didnt care, was distracted, or couldnt understand the situation.

They were nice but... slow. However, they told me they could see my email correspondence with the previous representatives and they say they will escalate me to a supervisor, Hazel.

After waiting, no joke, an HOUR AND 15 MINUTES on hold, I hear Hi this is Hazel who do I have the pleasure of speaking with? then the phone disconnects.

I call back - hours of my time wasted at this point.

It takes another 15 minutes to get Hazel back on the phone. Hazel says that she does not have the ability to see my previous email conversations where I was told all of this incorrect information (even though her support specialist had access to these prior chats? Thats a straight up lie) and tells me there is nothing they can do since the item was returned after 30 days. Hazel clarifies that Coach must receive the item within 30 days, not that it must be shipped in 30 days - which is a terrible, terrible policy.

I explained how long shipping took and how the store was closed near me two days in a row - didnt matter, there was nothing Hazel could do, apparently. Hazel even said, you ordered it in July, its now October which was very condescending. Like, yeah, THATS THE PROBLEM, HAZEL! In what world does it take this long to just get an e-gift card?

Something is so not right, and borderline scammy here.

I will never shop at Coach or Coach Outlet again. Ill give my e-gift card away. This is absurd. I wouldnt be so angry if I wasnt told MULTIPLE times that it was okay to ship it in that timeframe and that my REFUND would be on the way.

All of this would have been avoided if the bag was properly photographed on the website. Could I have been better? Sure. I could have shipped it sooner, but how was I supposed to know that their physical store would randomly be closed for two days straight (Im assuming due to staffing issues)?

And I still shipped within 30 days, as I was told was OK to do. I was tossed back and forth to buy time to claim that it was now too far past my return date for a refund. Absurd. Avoid at all costs.

Lastly, as a final terrible experience, the bag I did keep had a security scanner still attached inside a pocket.

When I went shopping I was constantly setting off alarms even just walking into stores. I removed all the tags - why would there be a security sensor left in a small pocket?

It was so embarrassing and disruptive. Just an awful experience all around.

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Loss:
$175

Preferred solution: Full refund

User's recommendation: Shop in store only - customer service and returns are a nightmare.

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