R R.

I purchased the Turnlock Market Tote and within the first year, the thin straps on the bag began to fray and stitching was coming undone. The bag was replaced because it was still under warranty. Unfortunately, the same quality issue has begun to show up on the replacement bag. I do not use my bag daily, it has very limited use. I took my tote in for repair and was told I had to pay a repair fee. Reluctantly I paid the fee and asked that the repair center contact me to discuss options because this was the second time this quality issue was being addressed. I was told by the store manager that she wrote extensive notes for the repair center and they would be contacting me. I am extremely disappointed in Coach, I was not contacted as promised and when I elevated to customer service, they apologized for not contacting me and advised that they would be refunding the repair fee because it was still under warranty. Again, Coach did not follow through with their promise. Two weeks later, my refund still has not been processed. If you are thinking of purchasing this tote, DON'T! Although the quality of the bag itself is great, the quality and design of the straps do not stand up to Coach quality! Customer Service Department is an even bigger disappointment.