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ComplaintsforCoach Outlet Ontario Mills
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Complaint Details
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Initial Complaint
02/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I order some bags online with the order *****************?And on Dec. 3rd, I returned 4 bags in coach outlet Ontario mills. The return number is ***********?The register told me the refund of $530.11 would be sent back to my original payment PayPal account. Attached is the return receipt. But have not received it till now. I went to the local store several times, called coachoutlet and paypal several times, no one can solve the problem.Business response
03/15/2022
Dear BBB representative-
I just received your correspondence regarding our customer *** ***** and the complaint she filed with the BBB. As this was the first time that I was made aware of her concern regarding the refund she completed on 12/3/21, I reached out to her in order to obtain more details in the attempt to understand her complaint and reach a resolution.
She provided me with the refund receipt that was issued to her on 12/3/21 by our team showing that the return was successfully completed. As an additional measure, I called our Corporate Customer Care team on her behalf and they confirmed that it was a succssful transaction as well.
I reached out to PayPal, as they are a 3rd party and I don't have access to their reporting, and they stated that there could be a few situations that would prevent Ms. ***** from receiving her refund in a timely manner.
First, they asked if her PayPal account was linked to an international bank as this takes 30-60 days to process a refund. (Ms. ***** confirmed that it is, however, it has been over 90 days since the return.) Second, they asked if Ms. ***** had followed up with her bank since December to ensure that the refund hadn't posted, or if December was the last time that she checked. (She assured me that she has checked recently.) And lastly, they asked if Ms. ***** returned her items outside of the approved return window. (She stated that she believes that she purchased the items in mid-November so she would be well within the return window.) Ms. ***** confirmed that she has opened up a claim with PayPal as they are the only provider in the chain of events that hasn't produced proof that the return was successfully completed.
In the event that PayPal doesn't return her funds, I also ensured Ms. ***** that I would follow up with my corporate partners to see if we can accommodate her with a merchandise credit so that she would be able to purchase something else for the value that she lost, and she was satisfied with that resolution.
Please advise if any additional information is needed to close out this complaint. Thank you for your time.
Best Regards,
****** ********
GENERAL MANAGERCustomer response
03/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the refund this morning. Thanks so much.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.