I am not one to spend a lot of money on purse. Frankly, I rarely buy clothes that are full retail, I am a coupon'ing sale rack, kinda gal.
So, about 3 years ago, when my wedding planner friends got together and gave me this purse (the purse pictured above) I was beside myself. I didn't want to use it. It smelled to pretty, it was gorgeous, and it was in my favorite color. But, alas, I did use it. I used it a lot. Everyday. I love this purse. It has taken a piece of my heart. My first Coach purse.
So when the green leather on the top started to discolor, at first I assumed it was dirty, and I bought the Coach Leather Cleaner and tried to clean it... and then this happened.
So, I took the purse into our local Coach Factory Store, and the girls at the store were less than helpful. In fact, one of the ladies there laughed at me and asked me "What do you except me to do for you and, this bag?"
I replied "Doesn't Coach have a Lifetime Warranty?" and she said "Well, yes, (in her most snooty mcsnooterton voice) the lifetime of the bag is two years.
The rest of the conversation went like this:
Me: Wait, I thought it was a lifetime guarantee, on the bag, this is a manufacturing issue, the stain isn't staying on the bag...
Snooy McSnooterton: Well, what do you want me to do for you, get you new leather?
Me: Actually, I was excepting Coach to uphold their warranty, and either repair the bag, or replace it.
Snooty: {Long Sigh} Well, {sigh} I guess we can sent it in, but they aren't going to do anything about it. It's an old bag.
Me: It is about 3 years old, but my concern isn't the age of the bag, it's the quality of the materials.
Snooty: Well, whatever, give me $20 and we'll send it in, but just know, they aren't going to do anything for you. It's a 2 year/Lifetime Warranty.
Me: Can I talk to your Manager.
Story Continues, tomorrow.
What are your thoughts on this?
Wow, what cruddy customer service. You'd think a high quality brand would stress to its employees that the people who fund their paychecks are the ones who they come in to the store.
ReplyDeleteWOW! You should definitely find a way to contact the Coach Corporate office, and tell someone about your experience. If you know the names of the ladies who helped (well, DIDN'T help) you, give them to whoever you talk to. I've learned over the years, going straight to Corporate will almost always get you results. They will usually give you what you originally asked for, and then some, just to make up for their employee's crappy service. Good luck!
ReplyDelete-Jacqui
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