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, 2022I 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, 2022My husband bought me a coach purse at Macy's for Christmas. The zipper pull broke off after just a few uses. Thinking it was under warranty and an easy fix I contacted them and was surprised to hear that they do not warrant items that are not purchased at one of their stores. They would be happy to repair it for a fee. They have lost my business. Service Value Returns Quality Date of experience: April 9, 2022I asked them to repair the bag and they said it would cost $175. All four straps are have broken after about a year of use of the bag. They do not honor defects in workmanship. Products used:Bag straps broke after one year. They refused to repair the poor quality straps. Service Value Quality Date of experience: October 28, 2023Hello just received my STYLE ID: C1885 COLOR: IM/KHAKI BROWN MULTI QTY: 1 this is the third time receiving my order the second my glasses was not properly delivered right was not wrapped up properly the sunglasses case was broken had to go to the another location to replace it then now the items was not properly wrapped up right again I called customer service her answer was because I had ordered from outlet store that's why the package was not properly wrapped right that's is Unacceptable its should not matter were a customer buy the merchandise online it's the same company personally customer are spending their money on a nice items I customer should be treated right. So to me that information I got from the customer service is if you buy online at coach outlet your item will be damaged or send to how every that's not right I'm very disappointed in coach I never again Experience this with gucci or any Brand. Tip for consumers:Hello just received my STYLE ID: C1885 COLOR: IM/KHAKI BROWN MULTI QTY: 1 this is the third time receiving my order the second my glasses was not properly delivered right was not wrapped up properly the sunglasses case was broken had to go to the another location to replace it then now the items was not properly wrapped up right again I called customer service her answer was because I had ordered from outlet store that's why the package was not properly wrapped right that's is Unacceptable its Products used:Gift Service Value Shipping Returns Quality Date of experience: April 17, 2024Placed an order yesterday morning. Shoprunner 2 business day shipping. Email today saying it won't arrive until the 9th. 6 business days. Talked to support. What they have on the website isn't true. They won't promise any express options after May 1st. Well you should state that instead of lie on your checkout page. Products used:None Service Value Shipping Returns Quality Date of experience: May 3, 2022They do not know what they have in their inventory, poor management, rude staff, the worst customer service. After two months wanting for a small purchase and three times changing the delivery date, they cancel the order. I am not gonna try Coach online shop even one more time. Products used:Golf ball bag Service Value Shipping Returns Quality Date of experience: March 25, 2021Do not order from Coach! I bought a pair of heels.The site lied about the heel height. They were way to high. I sent them back over a month ago.No refund yet. They just keep telling me it's coming different dates. Something tells me Coach is going out of business. Beware! Tip for consumers:Beware!!! Products used:Heels Service Value Shipping Returns Quality Date of experience: February 4, 2021Its been 17 days since my purchase and they still havent started shipping it, its December 14 so doesn't look like ill be getting my item before Christmas. Blaming it on covid but this only online store thats having shipping issues Date of experience: December 14, 2020So unprofessional. Ordered gifts online specifically told them to include gift boxes and they say they don't provide gift boxes. What!? I kept contacting customer service via email & their site & no response whatsoever! This definitely is not Nordstrom.! Date of experience: July 19, 2018Hang 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, 2021Bought 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, 2020