Boycotting Coach
I am beyond livid. I ordered a $600 retail Soft Tabby from the outlet site and it was shipped in a soft mailer. The Tabby was in the factory wrapping and plastic and then just tossed in a mailing bag, no box or extra packing. It arrived scratched, which is no surprise. Right in the middle, front of the bag beside the C magnet closure. And this is the THIRD item I have received scratched because of poor packing from Coach. I’ve seen other posts about the same problem too.
I do not care that it came from the outlet. The lack of customer service and care is despicable and I expect far better from Coach, especially with the amount being spent. I am boycotting online shopping and will not be going to a retail store for quite some time. Do better Coach.
UPDATE: Wow, this post got popular. How unexpected. Thanks everyone! I’ve been trying to respond to all the comments, but I don’t think I can get to them all. To answer a few questions:
I emailed customer service, and they offered only a free shipping label to return or exchange the product or a 10% discount if I wanted to keep the damaged item.
I declined both options. There’s a store just 20 minutes from my house, and I prefer to process the return immediately. I’ve already returned the bag.
Based on the comments I’ve seen, the quality of packing varies depending on the location and the person packing it. Many people have consistently had great experiences, which I’m happy for. However, many people have also consistently had bad experiences, which is really disappointing.
I’m quite certain that I won’t be returning as a customer. This has upset me a lot. Never say never, but I know myself and I can be petty LOL. It’s just shocking to see the difference in customer care geographically for such a reputable brand. We all pay a significant amount of money for these leather goods. We deserve and should expect the same level of customer care consistently.