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Coach can't repair my purse - a question
I took one of my bags to the Coach store a few weeks ago because some of the stitching on the handle was coming undone. It's a bag that is a few years old, but one of my favorites. I figured they'd be able to fix it with no problem.
Well I guess it turns out that they CAN'T repair it. I had always been under the impression that they give out merchandise credits for bags they can't repair, but the lady who left me a voicemail said I'd be recieving a 40% off coupon.
WTH? This is a $500 bag (at time of purchase) and I'd rather recieve a credit for even half than a dang coupon.
Thoughts?
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Re: Coach can't repair my purse - a question
Honestly 40% off seems like a decent deal to me, as long as the coupon doesn't expire and has no limitations. It may end up being a bigger discount than just $250, if you decide to buy a more expensive bag.
It's just the stitching right, so it's still fully functional?
It's not the ergo by any chance is it? My stitching is coming loose on the handle too.
Wives Unscripted
Did you take it to the outlet or a stand alone store? I was wondering if that's the reason for the sh!tty 40% off coupon.
I took it to a regular stand alone store - the same store that I bought it in, in fact!
Which bag is it, and how long have you had it for?
I used to work for Coach, and that is standard policy. I personally think it's generous.
Just think of it this way...if you had bought a random $500 bag at Macy's or Nordy's 3-4 years ago, and it started to show a sign of wear, you wouldn't get anything for it.
If you're really unhappy about it, you can try to contact customer service, or ask the store manager outright for a full credit. Depending on how many bags you've purchased there, they might be more lenient.
Completely agreed. It's great that some companies have fantastic CS policies, but I think it has made some people completely unrealistic in their expectations.
Did you have a lifetime warrantee on the bag? I'm guessing not. Then why should you expect them to reimburse you for it? And what's the cutoff? Would you be pissed if they didn't compensate you for a 10 year old bag?
I had a similar issue about a year ago- I had a metallic special edition bag- it was about $550- I got something on it- called the store- they told me to use a damp cloth- I did that and the metallic started to come off- so my silver metallic bag had a big black mark on it- I was so mad. I took it to the store- andt hey were hoping they could some how repair it, they said they could re dye the leather or something- well they were unable to do that. They told me the same thing- a 40% off coupon. I threw a big fit- and threated to call the district manager- I spend a lot of money at coach- at the store- not the outlet, I wanted a credit for the entire price of the purse. They ended up giving it to me.
I would call the manager or get the district manager involved- they will fold eventually. Or since it's a stiching issue is there a luggage repair shop that could maybe do it? We have a luggage store here that does shoes, luggage, and bags- they repair everything from Coach to Prada.
Nordy's would take it back- they have FABLOUS customer service- they will exchange anything to make you happy.
I don't know the exact style name. I think it's some sort of Mia. I've had it for like 4 to 4.5 years.
I guess I'm mostly annoyed because I believed (up until now) that they had some sort of warranty or gaurentee on their bags (i.e. if something went wrong due to manufacture defect) they'd give you a credit for the bag.
Uh yeah, I'm aware of Nordy's customer service.
Just because a store will take anything back, doesn't mean that a customer should attempt to return anything. If you use a purse for 5 years, it's going to show wear and tear. If you sit on a couch for 5 years, it's not going to look brand new anymore. If you drive a car for 5 years, it's going to lose that new car smell.
Did your Coach store send it to Coach's repair facility in Jacksonville, Florida? Or did they just eyeball your bag and said no go on repairs?
You can send it to Coach for repairs and it costs a total of $20 (S&H). Here's the webpage and link to an order form:
http://www.coach.com/online/handbags/genWCM-10551-10051-en-/Coach_US/CustomerService/ProductInformation/Repairs
This is what Coach has been known for as long as I've known about Coach (since the 1980's). I'd say this is a very generous policy on Coach's part. They are not going to fully credit/refund anyone for a product that has been used by the consumer for 4 plus years, if they really did that, they would have been out of business years ago.
Blog: Call Me Imelda
She's not trying to return it "just because"- there is an issue with it. Yes the purse is not brand new, but buying a $500 purse I would expect it to hold up. The company needs to stand behind their product either try to repair it or make it right and give the customer a replacement or even a credit for half the price of the bag.
did you buy a magic bag of indestructability?
I feel like after nearly 5 years, you've gotten great use of it if all that's happening is some loose threading?
am I missing something?
what do you feel they owe you?
are coach bags warrantied for life?
a 40% coupon seems like a heck of an offer, considering.
I think you are missing the point here.
Like I said, I used to work for Coach. I own about 15 Coach bags. I use them all frequently, and not ONE of them still looks "brand new" after 5 years of use. That's not how purses work, dear.
If the zipper breaks, they will fix it. If a snap breaks, they will fix it. If the strap is fraying, they will fix it. If they CAN'T fix it for whatever reason, they give you a very generous coupon to purchase a new purse. Other retailers don't do that.
But you're probably the person that is returning tires to Nordys and demanding a refund, right?