Coach Customer Service

User Reviews, Ratings and Comments

Coach customer service is ranked #175 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 48.67 out of a possible 200 based upon 46 ratings. This score rates Coach customer service and customer support as Disappointing.

NEGATIVE Comments

41 Negative Comments out of 46 Total Comments is 89.13%.

POSITIVE Comments

5 Positive Comments out of 46 Total Comments is 10.87%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Coach

    Customer Service Scoreboard

    • 48.67 Overall Rating
      (out of 200 possible)
    • 41 negative comments (89.13%)
    • 5 positive comments (10.87%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 4.0 Issue Resolution
    • 3.5 Reachability
    • 2.2 Cancellation
    • 5.1 Friendliness
    • 4.1 Product Knowledge

Add your review!

Posted by Roy


Don't buy a purse from them. It broke after a week.I took it back they would not replace it.
They sent it away and told me 4 to 6 weeks. This is unacceptable concerning it was a week
old. Stay away from the Tannersville store in PA.

Posted by Anonymous


Purchased a bag and wallet at Coach.com online. On 11/23/24. Returned both in separate packages since they also came separately. They received both the returns on the same day 12/5/23. They credited the wallet dince it was a smaller amount but Customer Service made several excuses and claimed she does not know why the return for the bag that was over $100 was not credited. She said the Return Department processes credits sliw because of the holidays it takes long. As of Dec. 24th there is still no credit. I definitely will make a blog not to purchase Coach.

Posted by Nick


Purchased a leather jacket Coach. On the first day the zipper is malfunctioning. Contacted the customer service complaining bad quality. The offered only paid repair. Bad product quality . Bad customer service

Posted by Jcmacias


Worst customer service EVER. Pair of shoes damage. They were bought at Coach in Dolphin mall Miami. The shoes were bought by my girlfriend who lives in Spain; she tried reaching out multiple times to customer service, their response we will see the case; Teo months later nothing I brought the shoes back to Miami, went to the store and a simply we can not do anything because of the one month policy was enough for them to watch their hands even though I explained that we have been trying to get this solved for the last three months. Worst service is impossible. I would not recommend the store at all. I was not looking to get the money back, just at least a refund in store credit to exchange their damage low quality product.

Posted by Anonymous


Hello I purchase a watch at coach return it to them since September 22, and they are claiming that the box was empty. They initiated a claim never I received an update on their investigation claim and they send me a second watch. Them I called then at customer service a guy help me on the day and said that they will give me a credit and apologize for all the time it took them and I ask him what should I do with the watch and he claim that could keep it or give it away to someone. Now I check my account and their is no credit issued since November 22 as today no credit. I called coach and they claim their nothing can be done. So until I got upset the manager send me a prepaid label so I can return it, I ask her who is going to reimburse ne for the interest rate for all this time and she that she was going out of way to help me that at this point she was doing more than they usually do. WHAT CAN I DO.

Posted by coachlies


Coach's return policy is a lie. My son bought me a gift at a store. He paid cash since the clerk told him I could get a refund in cash if I didn't like it. I went to the store with the gift receipt and the manager refused to refund. My only option was to exchange for a more expensive item I did not want.

Posted by Boston004


Like others I ordered and PAID for a Coach purse online at Coach.com that never arrived. After several phone calls and emails I was told different stories until 6 weeks after my order was paid for I was told my order got "lost in the mail" I notified my credit card company to reverse the payment. Only then was my purchase be refunded. I came to find out that the purse I wanted was out of stock when I ordered it. Why then did Coach take my money?! I will NEVER order from Coach again after being a customer for 40 years. Disgraceful!

Posted by Anonymous


They lied about processing it in 3-5 days or even 7-10 for that matter they received my return on the 18th it's now the 25th and they still haven't processed anything

Posted by Dame


Terrible CS, I waited 2 weeks b4 I received an email with shipping info & then USPS is awaiting the package for days. I was supposed to receive in 5-7 days & CS is asking me to just wait on an update. Won't process my refund & I waited days for a manager to call & it never happened. I will NEVER spend my money on Coach again !!

Posted by Bh


If I can rate a negative I would have.
I spent way over my budget for a pair of shoes because I wanted quality,but I got everything except for that.
No quality, no customer service, no fast delivery, and NO SHOES!!
They are definitely not a designer Brand they consider themselves to be.

Posted by HaoH


Cheap brand bag. I just buy them because they are cheap. I ordered multiple items from online outlet.
In the email, it was describing my purchases and progresses. Also I have noticed that one of the item said it was FREER with purchase. It was a OK bag but I won't complain if it is free. I called customer support because it said "In Process" and I haven't receive it for about a month. She said I just need to wait. I was checking the progress daily and also watching the bag price changed during Black Friday through Christmas. They were still selling this bag online. Make long story short, I did not get it. I called them and emailed them. I even ask their manager to contact me a few times.They make me on the phone for closed an hour then hang up the phone. They had my number but did not call me back.I called them back but the rep who hang up my call would not speak to me. Their excuse? 1. It is in process. 2.You just need to wait.3. Sorry it is too late to contact us (I was contacting them since my purchases every so often. I was told to wait). 4. It was "until supplies left" and it is all gone.(There was no mentioning about that anywhere on the website or in the emails). For them, honesty and customer care is not in their policy. Their customer support is the worst!!! If you can, buy the real brand bags. They stand by their product and proud of their quality. I have several Italian brand bags. They treat their customers right.

Posted by Sofiya


O wow ,just wow! I have been bouncing the emails back and forth! These scammers keep my purse in hostage and do not give it back trying to make me pay an insane amount of money for the repair!!! Shame on coach, the worst experience!!!
---
Hi Sofiya,

Thank you for contacting us regarding a repair.

We apologize for the confusion. Your Coach bag was returned to the repair shop to be repaired. We show you were willing to pay the $75 repair fee. Please respond if you would like to have the repairs made and be contacted for payment, or have your item returned to you.

We apologize for any confusion.

Regards,

Reginald
Coach Customer Care
888.262.6224

Posted by Anonymous


In trying to return the purse the day after I received it and going to your website for instructions, there was no prepaid label in the package when received. I will attempt to call your office and if I can not make contact, I will return to the store.

Posted by Anonymous


this purse looks nothing like what I ordered. This was my first time ordering from you and it will definitely be my last. The only good thing was the quick arrival and now the quick return!

Posted by Diezel S


Full Name: D Scott

Message: Dear Coach: I tried to get my refund even though you have ignored my phone calls regarding ?not returning my refund to my paypal account. You received the return, this was acknowledged via email and phone. You/Coach decided on your own to send me an $212.81 Coach eMerchandise Card and said it was from me to my self. I do not want a eMerchandise, I would like my refund to paypal as stated in your customer return agreement per your website. ?I am now going to file a dispute with my CC company. I am also going to be writing a blog about your company and your business practices. I have called 3 times trying to get my refund but to no avail. I realize your company is not doing well since purchasing Kate Spade but that was your poor business decision, now you keep making more bad decisions. Please refund my $212.81 to my paypal before I have to pursue this any further. DS


Concerning: Returns

Posted by Debra MCCOY


Coach repair dept told me that my crossover bag was over 1yr so they couldn't replace the bag but I could get it repaired for free and the only thing I had to pay was shipping it to them. Rep from coach called me said that I had to pay 234.00 for repairs I think that is ridiculous I didn't pay that much They wouldn't repair just they piece that hold the straps I brought several things from coach I will never order anything from coack

Posted by Mona


I ordered a purse at coach outlet then after 15 mins I decided to cancel it as I realized it was an impulse buy. Sadly, coach said they can't cancel it and in case I'm
not satisfied, I'll just return it after receiving it. Wowww. What kind of customer service is that. They dont even have return label so basically the shipping fee will be shouldered by me which is effin expensive. So i opted to keep it, No CHOICE! ?

Posted by Profswife


I bought a purse that is way too big. When I went to ship it, I realized it isn't prepaid, and it would cost over $41 to return it. In addition to the $10 off I had received, I would be into this for more than $51 and still wouldn't have a purse. I kept it rather than be out that much money, and I will not buy from the outlet site again.

Posted by Deezy


Ordered an item online. Called customer services 30 min after order was placed to change the style number...They refused to cancel the order before it shipped..Litterally 30 min after placing the order at 10-1030 PM

Posted by Drih


Coach made a false statement with their return policy. They sent me the wrong item and I tried to return it tru UPS but I was told that the label from coach is not prepaid so I have to pay 30 dollars if I have to ship that item. Their label clearly says postage not paid. I tried to call coach multiple times but I was put onhold for an hour or so so I hang up. I am very frustrated. Coach be honnest to your customers, you are making money from us!! Have a better service!!

Posted by Mds


Coach..
I ordered online to the wrong address and it was impossible to fix it. I tried the chat, e-mail and phone number....
I sent the chat the same day that I placed the order and saw the issue with the address...they never replied.
I tried to reach through the phone number, after 1 hour on hold I hang up.
I sent 3 e-mails and no reply...
I tried to call again prior sending this message. After 1:25 hour on hold I decide to post sotmethibg.
It is a great brand but with no respect to the customers...

Posted by Anonymous


I sent my order back last monday through USPS when will my money be refunded on my card.

Posted by LS Evans


Coach return policy is False! I followed instructions for returns. POSTAGE IS NOT PRE PAID AS STATED! LABEL CLEARLY SAID POSTAGE REQUIRED! I had to pay over $35 to return 2 pairs of shoes and 1 purse. Coach all the money you make. DO BETTER and stop lying to consumers who clearly love your products. Items returned 6/5/20 still no response or refund! DO BETTER COACH USA

Posted by M.J.


I am trying to return a Coach handbag per the instructions online. However, the enclosed label was not POSTAGE PAID. The label clearly said postage required and UPS would not accept. Tried calling the 800 number and was on hold for 30 minutes. Finally, hung up. This company has great products but horrible, horrible customer service. I am going back to Dooney & Bourke who know how to take care of their customers!!! Never again Coach.

Posted by Saba


Hi,Saba here. I always love to shop from Coach.i bought bag from coach 5 months back.i did not use yet but there is a scratch over it.do u have any policy to return that.

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Posted by Anonymous


My experience with Chase, at Coach customer service via telephone was exceptional!!!! She was professional and went above and beyond to resolve my issue. This coming at a time when too many people don't seem to care about a resolution for the customer. Kudos to her!!!

Posted by Sofiya


4/6/22 3:35PM to edit my review
Actually, after my complaints, Coach reached out to me with the free repair and made this experience less frustrating. It is a happy ending in my case, so good for Coach to listen to complaints and to react!

Posted by Anonymous


I just had my Willis bag cleaned at the Mall of America Coach store in Bloomington, MN. All the staff were helpful, friendly, knowledgeable, and the cleaning was exceptionally well done. Very pleased and appreciative and my next Coach purchase will be from that store.

Posted by Anonymous


I recently worked with Jan Lieberman in your Northbrook store in Northbrook Court. She was a pleasure. Jan knew her merchandise and was a great help. I bought a gift for a girl friend and unfortunately had to return as it wasn't her style. Jan offered to show us around the store but it turned out as a credit card return. I did buy a pair of gloves. You need more salespeople like Jan.

Posted by Anonymous


I just want to say how happy I was to have found the outlet in Mebane,N.C. all the ladies there were very friendly but one named Jennifer went out of her way to call another store to find a purse I have been hunting for. No other outlet did this for me.I recieved it today and am so happy. Wonderful service and I hope she gets recognized for her help.



My thanks to her.

Sally Wiles

Email- [email protected]

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