ComplaintsforCoach Outlet
Womens Clothing
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Complaint Details
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Initial Complaint
02/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered an item from Coach Outlet that was never delivered to the Business I had it shipped to. For reference see the address below. I have reached out to coach, the post office and the Business where this was to be delivered. I have asked Coach to replace or a credit to no avail. I would like assistance with a credit I am not asking for the money back.Item: Snap Wallet in Signature Canvas Color: Gold/Oxblood Multi Qty: 1 Amount: $46.72 plus $3.27 = $49.99Initial Complaint
02/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On January 21, 2024, I purchased a bag online Coach Outlet to be delivered to my address. The bag was not delivered due to errors from the courier service or the merchant and it is was returned to the merchant. Coach sent me an email that I will be refunded to my original payment method. I waited patiently and called a few days after I received the email to check on my refund and I was told to allow 7-10 business days for my refund. After more than 10 business days passed, I called again to get an update and was told I cannot get back my refund to my original payment method, I can only a merchant credit. I was not told about a merchant credit, all communication so far was that I am getting a refund back to my card. I did not get a merchant credit nor do I want one. A merchant credit means I am forced to buy from their company again. I already repurchased the item that they did not originally deliver to me, so what am I supposed to do with a merchant credit to somewhere I dont shop frequently. I called to try and resolve the issue and they told me they cant refund me back to my card. All I want is my money returned to my card and not be forced to take a credit and be forced to buy something else, that is not right or good business practice.Initial Complaint
12/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I never received my item I purchased when I contacted them they said it was delivered to another address upon contacting the people from that address they advised me they didnt receive any package. It is not the first time they have delivered toto a wrong address so neither did I or the other address receive a package.Initial Complaint
10/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Date of Transaction: Aug 20,2022 Order#: *********** Items# LOLA CLOG 2 pairs size 8 & 10. I purchased to pair of Lola Clog on the mention date above, The package was never delivered, I was informed by the post office that the package was lost so I reached out to Coach and was told that they would send new pair of size 8 and I would receive a $60 store credit for size 10 because they no longer had them in stock. Fast forwarding I received the other size 8 and I used the store credit, the size 8 did not fit so I notified Coach and was told to send them back for a full refund. I sent back the shoe and I received an email that they received the shoe on Sept 14, 2022. I have made several attempts to get a refund and every time I call Coach they are trying to convinced me to take a store credit (gift card) , I refused the store credit and requested a full refund of $60 back to my card. It's now October 20 and I still have not received my full refund back to my card. With every phone call I have been reassured that I will get a full refund and but they have not done anything but lied. I have been a loyal customer at Coach for many years and I am so dissatisfied at the way they have handled the situation, I will no longer shop at Coach and I am requesting assistance in getting my refund. BUYER BEWARE do not spend any money with Coach outletInitial Complaint
08/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a bag order no.************ and got a bag that was defective. The material was chipped on the top and cuff, and had multiple scratches as well as a huge mark across the bag. I immediately called Coach Outlet and told the rep that I wanted an exchange. The rep told me she would send me a return label and for me to call once I shipped the bag out to get an exchange initiated. She guaranteed that I would still get the bag even after I expressed that I was scared the bag would be out of stock. I mailed the bag, and called back as instructed. The 2nd rep started telling me that what I was told was not the exchange policy, although she could see exactly what I was telling her was what I was told as per the notes on the order. She confirmed the defective bag was on it's way to Coach Outlet. She asked me to give her a few minutes to call me back with a resolution. She did call me back and told me she was going to issue an exchange, and all was fine until today when I got an email from Coach Outlet saying I got a refund. I did not want a refund, I wanted the exact bag!! I called Coach Outlet again and a rep confirmed the bag was out of stock. Now I am pissed because I ordered when bags were in stock and Coach Outlet made me not get my bag!! I would never have had an issue had I been sent a good bag when I first ordered!! All I want is my Coach Tabby!!Initial Complaint
07/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I ordered a wristlet from Coach Outlet on 6/29/2022 ORDER NUMBER: #*********** It's nearly a month later I find out they canceled the order. They claim it's "Out of Stock" yet you can still go on the website add it to your card and purchase it. I haven't received a refund. It's very sketchy. This is the second time I've had an issue with Coach Outlet. They advertise sales then don't honor the discounted prices & since I took screen shots of the promo - they were like deer in headlights and they "honored" the sale by issuing me a gift card to use in the future - here we are trying to use the gift card and I'm encountering more issues. Blows my mind an "higher end" brand has such horrible customer service. I gave them a chance I won't waste my time or funds on them moving forward. I don't care about a refund, I'd rather they apologize and change their customer services practices to reflect the qualify of the merchandise they sell. RIP Coach. I don't see the point in a coach giftcard if they cancel your order - yet the merchandise shows instock on the website. I spoke to "Tova" via online chat and "Brianna" Tova has the customer service skills of a gnat. Brianna tried to help make the policies and changes make sense, she tried to work with the mess she had Infront of her. I see a massive class action lawsuit in the near future at this rate.Initial Complaint
06/19/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am writing to complain about Coach Outlet. I have contacted the merchant multiple times and they keep on insisting that all merchandise that I ordered from them was delivered on June 1, 2022, via**** with tracking ****************** & ****************** when in fact, WE DID NOT RECEIVE ANY MERCHANDISE AND NO ITEMS WERE DELIVERED TO OUR ADDRESS, I DID NOT AT ALL RECEIVED ANY OF MY ORDERS. NO**** DELIVERY DRIVER EVEN PULLED UP IN FRONT OF OUR HOUSE THAT DAY AND I HAVE PROOF. WE HAVE VIDEO FOOTAGE IN FRONT OF OUR HOUSE THAT I CAN PROVIDE TO PROVE THAT THERE'S NO DELIVERY THAT HAPPENED THAT DAY! I called the merchant multiple times but they said that they would not be able to give me a refund since they have the report that it was delivered (*** drivers can just say it was delivered even if it's not). Coach Outlet offered a replacement of the merchandise but I declined and requesting for a full refund of my order instead because I'm afraid that I will not receive the replacements either. They also offered me a store gift card but I again declined because I don't want to do any business with them anymore. I need my money back since I did not receive all of the merchandise I ordered, I already also paid my credit card that was used for the purchased, so all I need is to get my money back from the Merchant since I did not receive any of my orders. Total order was $208.18 Please help.Initial Complaint
04/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My husband purchased a purse from Coach for me for Christmas on 11/26/21, order# XUPXXXXXXXX. When I opened the purse at Christmas, it was damaged - the inside zipper was broken. I initially asked for an exchange, but received a response to return the item. I returned the item and did not receive a refund even after reaching out to Coach to check the status. I filed a dispute with my credit card company and Coach disputed the refund stating they had not received the item back, even though they show on their website that they did receive the item back. I received an email from Coach on 2/18/22 that my refund was being processed, so I did not follow up with Capital One to continue disputing the charge. Coach has never refunded my money and now Capital One will not help me get my refund, because the time has expired. I have called, texted and emailed Coach multiple times and still am unable to receive a refund. They state they do not show the dispute is closed, even though I have sent documentation from Capital One showing the dispute is closed, as well as Capital One says they directly sent them documentation stating the dispute is closed. At this point, I have lost $103.18 for receiving a damaged purse from Coach.Initial Complaint
04/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order UXXXXXXX on Coach Outlet website. The order was canceled but I only get refund partially. For the physical card order PXXXXXXX and PXXXXXXX as the refund, I never received. It has been a long time. So I need an electronic merchandise card to my email ***********@qq.com as a replacement of the refund of $510.30.Initial Complaint
01/13/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On November 29, 2021, I placed an order online, (ORDER #***********) I realized that I did not put the apartment number and contacted the company immediately, they told me that they could not do anything at that point and that they would wait when they return my things to give me a refund. It's been more than a month and a half and they say they still haven't received the things, it's too long not to have received them, I've contacted them by phone and by chat, also by email and they don't solve anything for me. Today they told me that 3 of the things (everything comes in separate shipments) had been delivered, left at the front door which cannot be true because they did not have my apartment number, some of the other things say that They will be delivered on the 21st of this month and every time I check the tracking number they change the date. Please all I want is my refund.
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Customer Complaints Summary
12 total complaints in the last 3 years.
3 complaints closed in the last 12 months.