• Coach

Coach

Is this your business?

Is this your business?

Claim your listing for free to respond to reviews, update your profile and manage your listing.

Claim Your Business
Is this your business?

Overview

Coach has a rating of 1.33 stars from 156 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Coach most frequently mention customer service, credit card, and wrong item problems. Coach ranks 269th among Handbags sites.

  • Service
    53
  • Value
    47
  • Shipping
    38
  • Returns
    41
  • Quality
    45
Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
22
72
See all photos

What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Coach customer service rep told me it's my lost and I should take it up with center's insurance.
How would you rate Coach?
Top Positive Review

“Beautiful shoes!”

Heather H.
11/24/21

I adore many things Coach but my favorite is their shoes, specifically the heels. I actually bought these quite some time ago but the quality is so amazing they look new! I've had no issues with any of their shoes. Ive never had to deal with returns or customer service so I can't speak on that. All I can say is they have a beautiful selection of shoes and they make great sunglasses as well!

Top Critical Review

“Don't waste your money”

Rhonda A.
2/28/24

I'll be blunt - loved their products. I spent $300-500 every cpl mos. I got a back pack - used it 3 times & the lil handle on top gave way on a trip & u weren't even able to put it on ur back, arm or anything. Got home, sent it in for repair-cost me $36! They don't send u a label for their broken crap. Get this-they want $75 now to fix their crap & im prob gonna hear after they repair it that they want shipping to send it bk to me. Save your money-buy Gucci or Chanel…Dolce is prob even better! Look at my bag below-it's pristine. I shouldn't b pay n $75 for a repair & $36 for shipping. Guess I won't b get n my $36 bk either! Busters!

Reviews (156)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (65)
Thumbnail of user anna.fang11
1 review
0 helpful votes
March 12th, 2024

My Haley loafers didn't even last 2 months of regular wear. They were bought in Sept. 2023, put away for the Canadian winter and brought out just a few weeks ago. The heel broke off already. Not worth your hard earned money! Customer service only helps within 30 days for shoes. Generic brands last longer!

Products used:
Shoes, wallets, bags

Service
Value
Shipping
Returns
Quality
Thumbnail of user rhondaa118
2 reviews
0 helpful votes
February 28th, 2024

I'll be blunt - loved their products. I spent $300-500 every cpl mos. I got a back pack - used it 3 times & the lil handle on top gave way on a trip & u weren't even able to put it on ur back, arm or anything. Got home, sent it in for repair-cost me $36! They don't send u a label for their broken crap. Get this-they want $75 now to fix their crap & im prob gonna hear after they repair it that they want shipping to send it bk to me. Save your money-buy Gucci or Chanel…Dolce is prob even better!
Look at my bag below-it's pristine. I shouldn't b pay n $75 for a repair & $36 for shipping. Guess I won't b get n my $36 bk either! Busters!

Returns
Quality
Thumbnail of user henryo48
3 reviews
13 helpful votes
December 2nd, 2023
• Updated review

I purchased a Coach bag for my Mother in the early 1990's that had a lifetime warranty and 20yrs later it needed work, we were told to send it into Coach for repair, we did were quickly told the purse was lost and my Mom could pick another purse, I'll never forget Nancy Lee *******600 ext 7692 2nd floor in corporate offices at Coach act like she was going to help my Mother and she was rude, my Mom was given horrible choices compared to the purse I gave my Mother. It was clear Coach did not want to maintain the original Coach purse warranty, the new purse had a year warranty and was not near the same quality. My Mother took good care of that original purse and she loved it, the other purse she was given as a replacement was never used, I contacted Coach and let them know it was not ok, they replaced it with another one and she carried it a little while, it was nothing like the original. Coach robbed her of her purse and I will never buy anything from Coach again. My Mother wants that purse back Coach. What Coach did is theft and what they did should be illegal. Don't buy Coach, they do not deserve your business.

Tip for consumers:
My Mother should have only been offered a refund twice the cost of the purse Coached robbed her of. $1200.

Products used:
Purse

Value
Shipping
Returns
Quality
Coach did right and made their bad much better.
July 15th, 2020
• Previous review

After leaving reviews about what happened Coach contacted me and made their wrong, right! It took a very long time however they did replace my Moms purse, I really wanted the one they said they lost and I do not believe they lost it however they took it because It had a lifetime warranty and no purse they make today has a warranty like that anymore. Nobody makes things like they used to. If I had known they were not going to return the purse during a repair I would have never sent it in for my Mom. At least they replaced the purse with a purse my Mom wanted and not one they chose.

Coach lifetime warranty issue, they made good on it.
February 14th, 2019
• Previous review

I have purchased Coach for my Sisters and Mother over the years when Coach had a lifetime warranty on their products. My Mom needed a repair on her purse so I sent it in for her to be repaired. Coach contacted us to tell us they lost her purse, the purse was no longer available that she sent in and they wanted my Mom to choose a purse that was not in the same class of purse she had, she was upset and chose a purse, she immediately had issues with the strap not staying on her shoulder, I called Coach spoke with Nancy Lee and she wouldn't help, she said she would and never did, this went on for years, I work out of the country and would be gone for years at a time. I later found out the purse Coach sent her did not have the lifetime warranty that the purse they lost, had and that the reason Coach supposedly lost the purse is because they no longer wanted to honor purses with a lifetime warranty, they stole my Moms purse and won't send a strap that won't slip off my Moms shoulder on the inferior purse they replaced her good purse with. I will never buy Coach again for anybody.
I called Coach 1 last time and was directed to Sam, after all these years of not getting the help for my Mom's purse Sam completely made everything right, I'm extremely grateful. He tried to replace the purses arm strap however could not find one, then he offered a new purse if I sent the other one back to Coach, I sent it back, Sam gave me options for my Mom and we went to the Coach store so my Mom could see, feel and try each purse. My Mom picked one out she liked and Sam sent the purse to her. I'm glad to finally have this done. Thank you Sam! I also purchased a checkbook carrier for my Mom while we were at the Coach store. I am a good loyal customer, I do need the respect I deserve. I do wish also that the Coach products did not change the way they have, I like the old style much better of the wallets I used to buy, I still have all of the originals I have from the 80's.
Coach contacted me and had me send in the purse they sent my Mom that she did not like and couldn't use and they had her choose one online and they sent it to her. It took a long time however they made it right.

Thumbnail of user tabyg
5 reviews
10 helpful votes
October 23rd, 2021

Great size purse which holds a bit more than cards, money and iphone. Outside pocket is deep enough to hold my iPhone safely. Was a little concerned that it was difficult to snap closed at first but once front compartment was full enough the snap shut is easier to fasten.

Strap can be easily removed to use as a clutch if desired. Strap can be lengthened slightly if snapped on to longer length, but normal setting is perfect for my height which is a little over 5 feet. Finally I found purse that just says "me".

Value
Quality
Thumbnail of user j.sherri30
1 review
0 helpful votes
November 10th, 2023

Order was delivered to the incorrect address. Spoke to coach c/s who promised free express shipping on re order as well as an additional gift card for the hassle. Was not given. When I called back to ask about it, I was told that's not something they offer.
Worst customer service from start to finish. I would add a photo of the merchandise but I have no merch to take a picture of...sooooo... The first photo is of the house my package was delivered to... the second photo is my place (clearly not the same).

Products used:
None, never rcvd my merchandise.

Thumbnail of user gretah80
1 review
0 helpful votes
December 11th, 2023

I am very disappointed with the customer service when you return an item, such big company makes you wait 14 days for your money. I would never again order anything from coach. You stay on hold for 30 min and than you get disconnected. Never again!

Products used:
Boots

Service
Value
Shipping
Returns
Quality
Thumbnail of user gays53
1 review
1 helpful vote
October 28th, 2023

I asked them to repair the bag and they said it would cost $175. All four straps are have broken after about a year of use of the bag. They do not honor defects in workmanship.

Products used:
Bag straps broke after one year. They refused to repair the poor quality straps.

Service
Value
Quality
Thumbnail of user heatherh1031
36 reviews
21 helpful votes
November 24th, 2021

I adore many things Coach but my favorite is their shoes, specifically the heels. I actually bought these quite some time ago but the quality is so amazing they look new! I've had no issues with any of their shoes. Ive never had to deal with returns or customer service so I can't speak on that. All I can say is they have a beautiful selection of shoes and they make great sunglasses as well!

Products used:
Shoes, sunglasses, perfume

Value
Shipping
Quality
Thumbnail of user mikeycavo
2 reviews
0 helpful votes
July 23rd, 2023

And that'll be the last time we purchase from coach again. The countless bags, iPad case, wallets, shoes. Horrible experience we sent a bag in for repairs as the straps fell apart. Well the bay came back and instantly say the stitching was botched and layered over multiple times then in some spots stitching was already pulled and not present. Wasn't even upset until they told me send it back and I have to get back in line 6-8 weeks. We'll coach keep your items keep going down hill.

Service
Value
Shipping
Returns
Quality
Thumbnail of user lynned225
1 review
0 helpful votes
December 22nd, 2023

Do not purchase a watch from Coach. It broke second day. We called for help and received NO HELP. Even when we discussed buying another, we were discouraged, not offered any help, and basically told do not bother as they do not care our issues.

Thumbnail of user blessinga16
1 review
2 helpful votes
January 6th, 2022

I bought bag and 2 shoes from coach outlet online, I didn't receive any confirmation Email and order number from them apart from the debit of my credit card. I called their customer care, she told me there was no evidence I bought anything maybe I input the wrong email address and phone number, I asked her how possible is that then she said that there nothing they can do. This people are really fraudulent, am really confused right now

Thumbnail of user jennam188
2 reviews
1 helpful vote
September 20th, 2021

I do not understand the previous review, it seems like someone just damaged the bag by the hands, not just because the brand uses bad quality material and fake leather.
In my huge collection of bags, I have already had 2 bags of Coach and these two are Tabby bags in black and ivory colors. I am completely in love with these bags, they are so stylish and despite being small from the first sight size everything fits inside

Thumbnail of user kimw1465
2 reviews
0 helpful votes
July 6th, 2023

I have over the years bought a lot from coach. They keep going downhill. I ordered three pairs of shoes and two coats - none fit. I returned them - and now Coach refuses to give me a refund pretending they only got three items back - when all five were shipped in the same box. I have asked and asked and asked coach to fix this. They used to have great quality merchandise that fit beautifully but not any more. The small size coat was a tent. I'm usually a medium. The size 8 shoes were men's sized - even though I ordered the women's. Frustrating and sad. No longer a brand I can buy.

Products used:
None

Thumbnail of user cathyn314
1 review
0 helpful votes
March 25th, 2023
Verified purchase

Had purse 4 months, stitching coming out in 1 spot, Coach said $75 for repair. No way. They lost a future customer. Will fix it myself & sell it.

Thumbnail of user nicks1568
3 reviews
5 helpful votes
September 28th, 2023

These FASSYHOLES... Claim the orders being processed we can't cancel your order I spoke to a man yesterday said it would be shipped out today nothing is done I'm tired of spending my heart on money on this bullsir brand. A bunch of time wasters now have to receive the order physically go to a coach outlet to return my order which is just $#*!ing wrong. $#*! COACH. IM DONE. WILL NEVER SPEND ANOTHER DIME IN YOUR BULL$#*! STORE

Products used:
$#*! coach bunch of $#*!holes

Service
Value
Shipping
Returns
Quality
Thumbnail of user dianan80
1 review
0 helpful votes
December 3rd, 2019

I had to call Coach today because a bag I bought a couple of days ago on coach.com dropped in price from $495 to $198. I asked for a price adjustment and the first girl I spoke to on the phone was rude and told me that she could not do a price match. She told me I had to order another bag in order to get the lower price and return the one I paid more for. So I went ahead and placed another order to get the lower price. After placing the second order I saw on the website that they do indeed price match. I was very angry when I called customer service again but this time I spoke to Joe who told me he could absolutely do a price adjustment and he apologized that the other girl had lied to me. He insisted she was just misinformed but I think she just didn't want to help me. Long story short is Joe was very helpful and so sweet that I hung up the phone a little less angry. Like most of the people on here I would probably say I would I will never shop with Coach again, but they are lucky that they have at least one customer service person who really seemed to care that I was upset and did literally everything he could to make me happy. I really hope they retrain their employees because it is unacceptable to be told they don't offer price adjustments when their website clearly says they do.

Thumbnail of user laurien190
1 review
0 helpful votes
October 4th, 2023

One would think spending over $200 for a purse you would get quality. Nope! Despite raising the cost of their purses, the quality of material and workmanship is horrible. I purchased a purse a year and a half ago and the seams sown inside has come apart. I can find better quality in the cheaper brands sold at Ross or Marshalls. I will not waste my money on their so claimed "designer" (I chuckle as I type designer) bags. And of course when I contact them I am told I am out of warrantee. How convenient. Will not buy another purse from them ever again.

Thumbnail of user elvisa31
1 review
0 helpful votes
May 27th, 2022
Verified purchase

Coach associates threaten customers with barring you from making future purchases if you do not agree to their unreasonable terms of refund/return. This is unethical, offensive and unacceptable. I actually thought they were trolling me initially. This my experience and I won't recommend them to anyone! Terrible!

Products used:
Bags

Service
Value
Shipping
Returns
Quality
Thumbnail of user margarets1539
1 review
2 helpful votes
April 9th, 2022

My husband bought me a coach purse at Macy's for Christmas. The zipper pull broke off after just a few uses. Thinking it was under warranty and an easy fix I contacted them and was surprised to hear that they do not warrant items that are not purchased at one of their stores. They would be happy to repair it for a fee. They have lost my business.

Service
Value
Returns
Quality
Thumbnail of user justinj607
1 review
0 helpful votes
October 6th, 2023

My daughter birthday was Sept 22, and the order was marked delivered me and my wife was home and nothing came... THESE STUPID $#*!ES TALKING IT ABOUT IT WAS MARKED DELIVERED SO I CANT GET A REFUND...HERE IT IS OCTOBER 6,2023 STILL NO ORDER...NEVER AGAIN... PLEASE DON'T GET SCAMMED BY THESE $#*!S.JUST B/C IT WAS MARKED DELIVERED DOESN'T MEAN IT WAS DELIVERED

Products used:
Nothing $#*!ed up birthday for my daughter

Service
Value
Shipping
Returns
Quality
Thumbnail of user rebeccac1457
2 reviews
6 helpful votes
December 22nd, 2022

I ordered 4 items for Christmas; the site said they were in stock and would be delivered in 3-5 days. On the 6th day I reached out to customer service (as the statues of order had been "in process" for 6 days). They said the items had be released for shipment, but they could not give me tracking info. Six hours later, I get an email saying sorry but all of the items you ordered are out of stock. Very disappointed. I expected much more from such a well known brand.

Tip for consumers:
Their website is not properly functional. Certain buttons didn't bring you to the proper page. Not impressed

Products used:
jewelry

Service
Thumbnail of user lorrainem183
1 review
3 helpful votes
March 8th, 2019

I always wanted a Coach handbag but never had one until my daughter bought me a beautiful bag and my other daughter bought me the matching wallet. I was so very disappointed in the quality of the bag. After using the bag for about 4 months (I took very good care and wouldn't even put it on the floor when going out) the fabric had started to unravel in a few spots. I was so very excited but quickly was disappointed! I called customer service and was told because I waited til it was 12 months old that they would do nothing about it. Other than the fraying the purse looks perfectly new still. What a shame that I waited so long to get one and Coach doesn't stand by their merchandise. Very disenchanted.

Thumbnail of user emyi
1 review
0 helpful votes
April 5th, 2023

Horrible customer service, disrespectful management system. If there is less than a star, I would choose it. My son is 13 years old, he went to their store and bought items valued $ 600. I called customer service over phone that I lost the receipt, but still have the tags, they said you can just go to the store and return them or getting credits for the price. I went to the store, the manager told me he cannot return them. When I asked them how did you sell these items for for $600 to a teen without getting permission from their parents. He said our policy allow this.

Thumbnail of user evizkarra
1 review
0 helpful votes
August 28th, 2023

By far the worst customer service. I ordered a cologne and realized I ordered the small size. I immediately reached out to them via text. Less than 5 minute. Only to be told the order had been processed and I could not make changes or returns. This happened to my boyfriend as well. He ordered an item at the store with their staff and they made a mistake with the wrong item and said they could not do anything. They told him he needed to wait until he received the order so he could go to the store and make a return. This was their mistake and they did nothing. Horrible customer service

Thumbnail of user jeffm1721
1 review
1 helpful vote
May 3rd, 2022
Verified purchase

Placed an order yesterday morning. Shoprunner 2 business day shipping. Email today saying it won't arrive until the 9th. 6 business days. Talked to support. What they have on the website isn't true. They won't promise any express options after May 1st. Well you should state that instead of lie on your checkout page.

Products used:
None

Service
Value
Shipping
Returns
Quality

Sitejabber for Business

Gain trust and grow your business with customer reviews.

About the business

Shop COACH, The Original House Of Leather, For Luxury Bags, Wallets, Ready-To-Wear & More. Enjoy Free Shipping And Returns On All Orders.

How do I know I can trust these reviews about Coach?

  • Sitejabber’s sole mission is to increase online transparency for buyers and businesses
  • Sitejabber has helped over 200M buyers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about Coach?

Is this your business?

Claim your listing for free to respond to reviews, update your profile and manage your listing.

Claim Your Business