Ele
Google
I’ve never experienced worse customer service at a Coach store than I did here. The manager was unprofessional, short-tempered, and completely dismissive.
I initially called to place an order over the phone. After about 10 minutes of back-and-forth with an associate, just as I was about to complete my purchase, the manager suddenly picked up the phone, cut me off, and said they were too busy and that I should call back the next day to pay via link. I understood and said that was fine. I asked if they could hold the bags for me, and she impatiently said “yes” and then hung up immediately, without taking my name or phone number. Naturally, I had to call back to speak with the associate again just to double-check the style number and provide my contact information to make sure the hold was actually placed.
The next day, I called again. After being placed on hold multiple times, an associate told me the manager wouldn’t allow the purchase because my phone number was “associated with other addresses,” and it was considered a security concern. I’ve never had this issue when ordering by phone from other Coach stores. After a frustrating back-and-forth, they finally agreed to let me buy the bags.
Then I received the receipt and saw that they had sold me the wrong bag. I messaged the store, explained the issue politely, and asked them to double-check. I got no response. I assumed they might be busy and followed up with a call. The manager answered with a bad attitude from the start. She told me she hadn’t spoken to me the day before, so it wasn’t her fault. Then she blamed me, saying, “You should confirm before you buy,” and mentioned how much effort they had put into generating the payment link. I replied that I had confirmed the style number twice and I wasn’t blaming anyone. But now, somehow, I was the one being blamed. She backpedaled and said she didn’t mean to blame me, she just meant “we should confirm it.”
The one good thing I can say is that after telling me the bag I wanted was out of stock without checking, they later messaged me to say they had found it, and I was able to complete the purchase.
That said, this was an exhausting and disappointing experience overall. The associates seemed undertrained - constantly putting me on hold to ask someone else even basic questions. But the manager’s behavior was the worst part: rude and unwilling to take any responsibility. This is simply not the level of service I expect from Coach. Now, every time I use the purse, I’ll be reminded not of excitement or joy but of the stress and frustration caused by such unprofessional service. And that’s not how a designer shopping experience should ever feel.
