Coach OutletReviews 383

This is the 2nd time I've received a damaged bag. It's unacceptable and they make you pay to mail it back. Do not order from Coach Outlet, you will be disappointed. Stick with Michael Kors.
I'm disgusted, a few days before Christmas and they mail an obvious stained bag.

I received a $300 bag after waiting 2 months, and it was very cheap. I returned it immediately. The received it on Dec. 6 and as of Dec. 21 they are not issuing the refund. They say they have done it and nothing comes. Bewaare of doing business with Coach. I am sad about that.

Wish I would have come across this site prior to placing an order 4 weeks ago. No product, no update, no nothing! Customer Service is useless. NEVER again. Big fail Coach.
Signed,
Unhappy and Frustrated last time Customer

It's the worst experience I had with them
No Inventory take Months to deliver keep your money for a month then say we don't have it and it's back order
Worst customer service one customer rep said will give you gift card and never gave any or issued when I called everything was wiped out from the system saying we can't help you

Worst site and worst people to deal with

This company service has been a mixed bag. Some agents have been genuinely nice, while others are blatantly rude and passive aggressive. I did a lot of my holiday shopping on the Coach Outlet site. When it came to receiving my orders, there were issues. In one order, Coach ran out of inventory. Wasted time by stating items were delayed before cancelling and noting that I was not charged. Another order the inventory sheet stated that all items were in the box but an item was missing. Called to give notice and the agent resubmitted the order for the item. 5 days later, I received a notice that my order was delayed. Within a week from the call, Coach sent a notice that my order was being canceled. I called customer service to make sure I received my refund and the agent Charlene decide she was going to submit the order (Apparently, I don't speak English when I already explained the order was canceled due to inventory). So I asked her if she saw that item in stock. She said she would look it up and responded there were none. I asked for my money back but was told that I would get a store credit. I disagreed with that decision and asked to be escalated to a supervisor/ manager. Charlene decided to continue to quote company policy. I informed her I did not care about a policy that did not speak to my situation. Since, I did not receive my merchandise and I will not be receiving my merchandise, I need my money back so please escalate me. This lady was persist about stating this policy. She says, 'Before you cut me off, I was telling you the policy says to give a store credit if merchandise is returned.' This conversation did not end well. She was so busy running her mouth and not escalating the issue, I ended up using some colorful language. I hung up and called back to get a new agent. I had to explain my issues again through the anger I was experiencing. The agent Carrie was very apologetic and escalated my issue. There was no one to speak to direct, so she had to confirm a supervisor callback via chat on her end that would take place within a 2 hour window. Shopping and the level of customer service is becoming extremely ridiculous.

I have bought a number of items from Coach and the Coach Outlet over the years. This year I had a problem with an item being taken out of the UPS box. One of the two items in that particular package. Of course the more expensive item. Retail 600. Along with its packing tag. The other item left intact with its packing tag. I was mortified. I called, and went on line looking for help from UPS to no avail. I called Coach, at the number on the 1 Coach Way tag. They not only had a human, Raquel, who answered... but she was able to note the account and immediately 2 day ship a replacement to me at no charge. I don't understand why someone would steal something obviously intended for Xmas. I do know that as I have been buying items for my wife from Coach for years, their brand and its reputation is well deserved. Thank you Raquel for seeing a customer's need and helping. Merry Xmas...

Absolute fake bags. I received saddle bag yesterday. Used it for like one hour and guess what its polish or watever paint it was. Came off. And the black saddle bag turned white wth white patches all over. I contacted customer service and they were so pathetic! They spoke to me all the time as if i have committed a mistake. They didn't send me the address where i had to return the bag.
Please don't buy from coach outlet!

The absolute worst customer service I've ever encountered, I am not the type to complain often or give bad reviews, but I've had the worst time getting my order straightened out. I ordered over $300 worth of gifts for the holidays and only received small portion of the order in mail, the rest, showed it got stuck in shipment after getting an email saying "your shipment will arrive tomorrow!" Never arrived. Over the email, the customer service agents will blow you off with canned response and won't even try to help… I contacted shipping company (UPS) to get lost package claim, which was approved, so I once again contacted the customer service over the phone to get a refund. The agent will put me hold for 30 minutes and then finally asked me "so what do you need me to do?" Wow. I was surprised by their response but I politely asked for refund, But the agent for some reason took another 30min to "manually fill out" the refund request, then after that she says ok now I have to fill out the 2nd page and I was like are you kidding? What's taking so long to get refund? I was on the phone for an hour by this point, I got the feeling they are just pretending to do work when they are not even processing refund. At the end of the conversation the agent told me that she'd call me when she's finished… of course they never gave me a call back and it's been another hour. No one wants to help you. You won't get your money back. Worst, customer service ever.

As much as I love this brand, unfortunately, I'm done with them forever. They use laser ship, which is a bootleg delivery company and I've had three packages I never received. I was given a refund for one of those packages. So i gave them another chance. But here we are again. I have a missing package as of today. They don't respect the customer by using a delivery service who don't care to deliver your packages. And the packages I did receive were torn boxes that look as if someone opened my package and retaped it before delivering to me. I'm done Coach. Fck you

A week ago I perches a bag online as a Christmas gift, i paid additional for faster shipping, something told me to check my order status, order CANCELLED, i spoke to a representative that said they ran out of stock yet on their website it says (8-more available, 55% off) moral of the story, DO NOT TRUST their online advertisements! Oh, and i now have to wait 5- days for my refund! How convenient!

Purchased 3 items for someone that has a December 11 birthday. A few hours later, I get an email saying 2 of the 3 things are out of stock and won't ship til December 15. Why didn't they say... on the site... that something was out of stock?! I ask customer service to just cancel it and they say they can't, that it will come from a store. Then if I want to return it, I have to pay to ship it back. Trash. Won't order from them again.

Its so hard to communicate with coach outlet online and thru customer service. They're website only accepts payments from few customers not all. They don't have a supervisor to assist. Call center based. The website shows deals but issues online than when calling to place order by phone they charge the normal price. They are not consistent with their words. And its all the coach outlet same issue. Its been 11 hours and same issue still. They lie about their product and prices. False advertisements and employees lie about giving wrong information to consumers. I returned all the items i bought n got my money back. Items does not look real.

I tried 3 different cards on coaches website and none of them would go through. I spoke to 3 representatives and none of them could help me, and each one said something different. One of them told me she'd call me back and never did, and another one hung up on me. Worst experience.

I'm so sad that I didn't look at the reviews before purchasing. They evidently lie and say that send your package and it doesn't show. My status says delivered and it wasn't. Also, they won't change the address to send it to a different address when you don't receive the 1st shipment. I've never truly experienced that type of customer service. I believe this is a scam and I may never get my money back or the purse I received. DON'T trust it.

My sister and I made some orders on the Pre- Black Friday SALE and ALL the orders were canceled.! Like wth.! And this is not the only time I've gone through this multiple times. They still haven't refunded the money. It's not worth the hassle to be honest I will NOT be purchasing from coach anymore..

I have placed 2 different orders with this online store; the first order was placed, paid for two items and received a confirmation email. A week later I received a refund and an order cancellation. No other communication before or after, just refund and order cancellation. Rude and unprofessional!
I decided to try again a week ago; and again, after payment and confirmation, one out of 2 items was just dropped from the order, a refund was issued for the item they dropped.
I will return the one item and never buy anything from them again.
That was not what I expected from COACH!

My package was lost. I contacted them they replid with info that package is on the way 2 weeks after it was shipped ( 4 hours drive from outlet address to me). Eventually i found out that Coach never sent my package to delivery service ( please note, no-one sends me email or call me about package lost) Than i had to call 5 times. I was promised re-shipment of all items in my order, nothing happened, called again -items out of stoke. I asked manager Eric from customer service about refund, he could offer me only merchant card to shop again which I was not fine because I bought products at Coach, not a merchant credit. So this manager blocked my all credit cards and my account, now I even can not use merchant credit from my account, nor any my credit card work to pay, nor there customer service unable to unblocked my account. I asked about survey to write about experience, guess what, no-one care to send and just hang up the phone. Worse customer service and not trained agents to assist.

I returned the bag to coach outlet and they received on oct 7, On oct 26th I called, they said I need to wait for 7-14 days but I have been waiting for 19 days and they still can't process my refund. They even told me that paypal is having an issue receiving my money so I called paypal and they said they have never received refund from coach outlet. I called coach again and they said they are processing. Now I still haven't gotten my refund yet. I will not buy from Coach anymore.