Let me just start by saying, I used to manage a customer service call center. I know what goes on, and I GET IT. But my goodness, my recent experience was nothing short of a straight up scam and I have no clue how Coach, a once respected company, can operate this way. Here are the facts and timeline of my experience:

July 29th - I placed my order online for two items.

August 10th - My order arrived.

August 11th - I decided to return one item as it was much larger than it looked online and had a huge belt buckle on it which was not in the photo at all (the size of a seat belt buckle). When I reached out to Coach, Amanda replied, "I am very sorry that your bag arrived damaged", wait, what? It didn't arrive damaged, but ok. So Amanda sent me an email with a shipping label except the shipping label wasn't attached. I let her know this. This was just the beginning of a long, very mind numbing experience.

Fed up at this point, I decide I'll return it in person at the Coach Outlet store, which is a 45 minute drive away from me.

I get to the Coach Outlet store, after a 45 minute drive, and it is CLOSED FOR TWO DAYS with a note on the door saying they would be back after two days. This sucked.

August 13th - I finally received the shipping label, but the link doesn't work.

August 14th - I had a planned trip and didn't return until August 28th. Worried about the return deadline, I called Coach. This time, the person was really helpful. They sent me a QR code for UPS to scan and told me NOT TO WORRY - because the order just needs to be shipped within 30 days, but they allow wiggle room so it doesn't need to arrive to them in 30 days. I thought that that made sense, since I have no control over shipping times, both after I place my order and after I send my return. Neither of those things should be the customer's fault. Most reputable companies have this policy. So, okay, cool.

August 29th - I ship my item to Coach. Note, this is within my 30-day return window.

September 6th - I get an email from Coach that they have received my return.

September 21th - With no refund in sight, I reached out via chat asking what the status was. Joedy replied, "Your return was received on 9/6 and will be processed within 24-48 business hours." To which I asked, 24-48 hours from today (9/21) or was it supposed to be 24-48 hours from 9/6? Because that passed a long time ago.

September 28th - Still no return, I once again asked what the status was. Keshara replied, "A credit to your original method of payment has been processed as of 9/15/2022, in the amount of $175.00. Please allow 3-5 business days for this transaction to appear on your account. I do see you used Paypal as a method which means it does take additional days to process."
See the issues here already? I've already been quoted multiple dates. Why didn't Joedy say my refund was processed when I reached out on the 21st? That was after the 15th. I asked about that and someone named Ameina replied that Coach has been having issues with PayPal, and since I paid with Paypal, I should reach out to them.

October 2nd - I reached out to PayPal. PayPal states that there are NO ISSUES ON THEIR END with Coach, and provides me a transaction ID to give to Coach for the refund. I then promptly sent Coach a screenshot of my chat with PayPal. It's been over a month now since I shipped my item with no refund.

Jodi from Coach tells me, "We have escalated this to the correct department and you should receive confirmation of refund in the next 24-48 hours".

October 3rd - I wake up to an email from Coach stating that I have sent myself an E GIFT CARD for the price of my returned item, $175.

I'm speechless at this point. After a month of back and forth, being told different information, a store being closed, I am sent an e gift card? Nope. Not Cool Coach, that was not what I was told repeatedly, as I highlighted in bold above.

I sent another email. Got Keshara again who said, "Unfortunately, the item was returned after a 30-day return policy timeframe, and can only be issued a merchandise credit in the amount of the item or an exchange."

This was NEVER mentioned before. I was told it was okay to ship within 30 days, I even tried to return in person and the store was closed for two days straight, and was told I'd be getting a refund, to my PayPal, which according to Keshara was "processed on 9/15/22". How can a refund be processed then I get an e-gift card? That's sketchy!

So I called customer service and I am so sorry to say this, but the person I spoke with either didn't care, was distracted, or couldn't understand the situation. They were nice but... slow. However, they told me they could see my email correspondence with the previous representatives and they say they will escalate me to a supervisor, Hazel.

After waiting, no joke, an HOUR AND 15 MINUTES on hold, I hear "Hi this is Hazel who do I have the pleasure of speaking with?" then the phone disconnects.

I call back - hours of my time wasted at this point. It takes another 15 minutes to get Hazel back on the phone. Hazel says that she does not have the ability to see my previous email conversations where I was told all of this "incorrect information" (even though her support specialist had access to these prior chats? That's a straight up lie) and tells me there is nothing they can do since the item was returned after 30 days. Hazel clarifies that Coach must receive the item within 30 days, not that it must be shipped in 30 days - which is a terrible, terrible policy. I explained how long shipping took and how the store was closed near me two days in a row - didn't matter, there was nothing Hazel could do, apparently. Hazel even said, "you ordered it in July, it's now October" which was very condescending. Like, yeah, THAT'S THE PROBLEM, HAZEL! In what world does it take this long to just get an e-gift card? Something is so not right, and borderline scammy here.

I will never shop at Coach or Coach Outlet again. I'll give my e-gift card away. This is absurd. I wouldn't be so angry if I wasn't told MULTIPLE times that it was okay to ship it in that timeframe and that my REFUND would be on the way. All of this would have been avoided if the bag was properly photographed on the website. Could I have been better? Sure. I could have shipped it sooner, but how was I supposed to know that their physical store would randomly be closed for two days straight (I'm assuming due to staffing issues)? And I still shipped within 30 days, as I was told was OK to do. I was tossed back and forth to buy time to claim that it was now too far past my return date for a refund. Absurd. Avoid at all costs.

Lastly, as a final terrible experience, the bag I did keep had a security scanner still attached inside a pocket. When I went shopping I was constantly setting off alarms even just walking into stores. I removed all the tags - why would there be a security sensor left in a small pocket? It was so embarrassing and disruptive. Just an awful experience all around.

I placed an order for 2 items on 11/26/21 I was told I would receive my order within 7-10 days. It took 20days *12/16/21 to receive the order and that's only after I called them repeatedly! Every time I checked their site there was no tracking information! I got 5 or 6 text alerts saying my delivery date was changed and pushed back further and further! When I finally received the delivery ironically I was in the phone with customer service as the delivery truck pulled up, while still in the phone I opened the box only to find 1 of the items had arrived. The customer service Rep apologized and said they would expedite me the 2nd item within 2 days. I got the 2nd item on *12/18/21 quickly glanced at it and wrapped it for my wife for Christmas.
On Christmas Day she opened the box and found the quality to be poor and some visible defects/ flaws and she just flat out didn't like the sneaker. Needless to say she did not want to keep them so I immediately started a return and on 12/28/21 took them to the post office to complete the return. WELL BEFORE 1/17/22 as their site said. Nearly 3 weeks pass and I hadn't gotten a refund posted or any communication about it. So on 1/16/22 I send an inquiry online to inquire about the return. They "COULDNT LOCATE THE RETURN IN THEIR RECORDS" I was told. So I gave them the tracking number from USPS a day later in an email I was told " it shows as a successful delivery" and they couldn't refund my money they could only put it on an E-Merch card. When I spoke to the crook/ gentleman on *1/16/21 he never offered me the option of refund or replacement he just said we'll get another pair out within 2 days. Turns out by me agreeing to the replacement I voided the right to a refund I learned this after I spoke to a female Rep today *1/18/21 who by the way made several implications without actually saying that i probably got the full order the first time and I'm probably trying to beat them. If that was the case why would I say I only got 1 item it would make sense for a criminal to say they didn't receive anything BUT IM NOT A CRIMINAL! I'm an HONEST MAN!
AND NO ONE TOLD ME ANY OF THAT VOID POLICY AT ANYTIME DURING THE CALLS OR EMAILS!
Now I'm stuck with their merch card and can only use it to purchase MORE OF THEIR CRAP!
STAY AWAY FROM THESE CRIMINALS!
THEY DONT HONOR CUSTOMERS!
THEY TAKE YOUR MONEY AND HAVE HUSTLERS AND SLICKSTERS RUNNING CUSTOMER SERVICE!

I ordered some gifts for Christmas from this company in early December. I got a message at several days later from the company saying that they were having some delays getting stuff shipped but not to worry. Then later I got an email containing a UPS tracking number saying my order had shipped. I track the UPS number and it claims delivered "driver release". I was home the day they claimed they delivered the package. Never heard the doorbell ring never heard a knock on the door -nothing. Coach website says if a package is missing but says delivered give it a couple days hopefully it'll show up, so I gave it a couple days. In the meantime one of the purses - I ordered three total -came via USPS with a tracking number I was never even notified about.
Fast forward to December 28, I call coach and I press the three option because I'm not placing an order (option one). I wait on the phone for someone to answer for 2 1/2 hours. I finally get someone who jerks me around but in the end claims they are going to help me get a refund only to be "disconnected." I called back again on the 28th this time I press the one button like I'm going to order a new purse, somebody answers within two minutes. How interesting. I Go through the whole process of explaining I never received these items in my order and I would like a refund. This staff member makes it sound like no problem. Gives me a claim number. Great.
Fast forward to January 12, still haven't received any credit on my Visa card. So I called coach again. That phone call takes 30 minutes also it's been on time holding try to get a supervisor because only a supervisor supposedly can help you get a refund. Spent a long time arguing with a supervisor who keeps saying it's coaches policy to let packages be abandoned and not get a signature. I said that's not my problem that you let $200+ worth of merchandise not be signed for. Sounds like a terrible shipping strategy to me. I want a refund. In the end this woman claims OK we're going to give you a refund which we never do we're gonna make a one time exception for you and I'll note it on your account but first this gift card that we fronted you that you didn't ask for and didn't want we have to wait to be able to cancel before we can send you the refund. I say OK. Do I need a confirmation number or anything "nope will note it on your account" - great. Eye roll.
Now it's 21st of January - still have not received any credit on my visa. I called coach again "hey where's my credit?" Coach rep "I see nothing on your account saying you're going to get a credit. Only a supervisor can help you in the supervisors are answer the phone right now. I'll take your number and they will call you back"
Do not order from this company. They are liars. They have terrible customer service. Simply awful. Do yourself a favor and order a Dooney from QVC and call it a day, I mean seriously. Worst experience ever with an online store. I was trying to get a nice gift for family for Christmas and I will never make the mistake of ordering from them again.

DO NOT BUY FROM THIS SITE, NOTIHING RECIVED!
SCAMER! DO NOT BUY FROM THIS SITE
DO NOT BUY FROM THIS SITE