Coach Store

I used to shop here all the time. The manager has changed and the new one is so unhelpful.
First, the last two bags I have bought have had straps break or wear within a short time of buying them. A crossbody bag just fell apart in 3 months from poor stitching. The handle wore on another bag within about 3 months.
The manager recently transferred to another location and the new manager allowed me to exchange my broken crossbody. I lost the use of my 25% coupon with the exchange but I bought a new bag for double the cost from the new line of bags. That same week I got a coupon good for 25% off and went to the store to have it applied. She claimed it was not good for that style and it was too early to use. I buy multiple bags from Coach every year and often buy Coach as a gift. She refused to call a manager above the store level considering this was my third trip to a Coach Store in two weeks with the same issue. She gave me a refund but only after rolling her eyes at me. I have loved my bags and probably have 20 of them in the closet. .Those are the last ones I will buy. A bag like that is a luxury item and this is not a luxury experience with that attitude. I went to Tory Burch and they were so helpful. If you are going to spend $ 500+ on a bag, it should be durable and you should not be made to feel that your repeat business is a bother.

Great staff! Good products and clean store. I don’t see what the problems are with the other reviews as it is nothing like that. Have purchased many presents and items here and never once have had a problem.

I used to love Coach handbags but the styles now are not very creative and the leather quality is not soft like I like them. The saffiano leather feels like cheap plastic. The ones with the embellishments are so heavy. The staff is friendly enough but the handbags don’t scream take me home. For the price they really should be so much more.

Think that Coach has excellent products and excellent customer service? Please read:
I bought a new purse in March. It was a cute patchwork swagger. I trusted Coach, and thought that spending a lot on a purse must mean you’re getting a great quality purse. I wore the purse for about a month, in which time the strap would occasionally de-​latch from one side and the purse would then fall to the ground, contents spilling out onto the sidewalk. This happened three times. I took the bag in after almost happening a fourth time and told them the strap detaches. The salesman said I should zip the bag closed so that stuff doesn’t fall out when the purse plummets to the ground. He then offered to send the bag to get it fixed, and as a courtesy he would waive the $ 20 shipping fee. They could not exchange the bag (none were left) and they would not refund the purchase (they do not take back «used» items, no matter what). Left with no choice, I went ahead and sent the bag through the store to get the strap repaired. BTW, you could see the hardware on one side of the strap was not lining up right, which probably was the cause of the problem.
Eight weeks later I received a letter from Coach saying that I could either choose to have my bag back, not repaired, or accept the included merchandise card. The included merchandise card was $ 42 less than the purchase price, as it did not include the sales tax.
I called the number on the letter, Coach customer service, and they said they couldn’t give merchandise credit for the whole price of the bag with the tax because a receipt was not included. So I faxed them the receipt. I said that the bag was almost new and sent from the store that I bought it from. They said the store should have included the receipt. I said I don’t really want a merchandise credit, that I just want my money back. They said no, they can’t do that because that would be returning a «used» item.
I called customer service again and spoke to someone else, hoping to talk to a manager. This person said that he found a new replacement bag, and they will send it ASAP.
Today is one week later. Still no replacement bag in hand, I called customer service again. I spoke to the same customer service rep that told me that a replacement bag was available. He said he doesn’t know why, but the order was cancelled. He said the bag is sold out, which is what we already knew. He will call me on Monday, because the department that does that sort of thing is closed on Saturdays. So as of this moment, Coach still has my money and my bag.
For such a high-​priced bag, do you really want a purse that detaches at the strap and have your stuff spill out, and then have the salesman imply that you’re the idiot because you don’t zip your bag closed? That’s not really the crux of the problem, is it? Isn’t it a manufacturing defect, or are all purses that cost hundreds of dollars expected to break free from your shoulder? Who has time these days to call customer service several times to make sure a problem is solved? And why can’t they repair the strap? That same strap is on all of their swaggers… why couldn’t they have just changed the hardware on the strap or provided a new strap? Don’t they know how to fix purses? I personally think that because this purse was in high demand, they went ahead and swapped the strap and shipped it to someone else. Someone more important than me. But who knows…
Maybe like promised, they will call me on Monday.

I went in with my wife the other day for a new purse. The employee (we didn’t catch her name but she was wearing glasses who claimed to be the assistant manager) seemed distracted and was no help to us at all. She treated us like she had more pressing matters to attend to. We were ignored until we walked up to the employee, and even then she was short. There are plenty of places in the mall that sell quality bags, there is no reason to go to a place that doesn’t want your business.

I have been a customer of this store for many years but something’s changed in the past year and I will not be returning. I ordered something through the store and it was NOT delivered to my home, but to the store, and it was not what I ordered. If you ask a sales person about an item, they attempt to look for it in their computer. They show no knowledge of their products and no knowledge of how to work a computer. The manager accosts you offering help, then pushes you to someone else and you must repeat your request. They carry almost no stock and seem to think «we can order it for you» is a good thing. I will be taking my business to the Woodland Hills store from now on.

The staff was very friendly and I was able to find everything I needed. Pre helped me and I appreciated her helping me find the perfect gift for my mom and wife for Christmas. Because of the great service this is the only Coach I will frequent.

The staff at this store are extremely helpful. Always pleasant and willing to take the extra step to ensure I can find what I’m looking for. This is; by far, my favorite Coach location! Keep up the great work!

The people that work here are sooooo unbelieveably nice and helpful and awesome. They will look up to see if the bag you want comes in other colors and will ship it to you free of charge. They have a good selection of bags and other accessories and the store is always clean.