REVISED! Coach Factory Returns - buyer beware

Within hours of sending out the following email, I was contacted via phone by first Mr. Omar (forgive me I can't remember his last name) and subsequently, Nancy Lee in customer service. Both assured me this matter is very serious to Coach, and Ms. Lee informed me that the package has been located and a refund will be issued immediately. She was exceptionally cordial and polite and exemplifies customer service as it should be. She (and Coach) have more than made up for this error and I'm thrilled with their efforts. This matter has been resolved far more equitably than I had anticipated or expected, and I am grateful for the effort. Additionally, I'm super happy I don't have to stop shopping Coach (one of my favorite guilty pleasures). Thanks Coach!

 I sent out this email this morning after waiting nearly a month for a refund for a purchase I made. I won't be getting any money back - clearly. Rest assured they won't be getting anymore of mine! Good Morning, I'm writing due to my frustration and dissatisfaction with customer service provided concerning a recent return. As a long time Coach customer, I am exceptionally disappointed in my most recent transaction and therefore feel compelled to go further with my communications with your company. I have not had cause previously to return an item; however, due to an unusual set of circumstances including serious personal injury and associated medical expenses, I thought it wise to limit expenditures. Unfortunately, the injury occurred the day after I made a purchase online through Coachfactory.com, as a result of an email promotion, which initiated the return process. First, I immediately telephoned the provided customer service number in an effort to cancel the order as it had not yet been processed, and was informed that this was an impossibility, but rather, I must wait until I receive the item and then return it. I am still trying to make sense of that company policy. Once the item was received, I opened it only to retrieve the documents necessary to return the item, never even unpacking the bag. I carefully followed the instructions, taped the box back up, applied the label as directed and returned the item the following day (May 3, 2013). I did receive a tracking receipt from USPS; however, it was inadvertently rendered illegible. At this point, I have received numerous emails that indicate my return was not received. From the emails, I surmise several things. 1) the emails I sent are quite obviously not read thoroughly, as I was required to submit information repeatedly - to the point where the responding emails read almost as though they are auto-reply generated 2) assuming the responding emails from Coach are not auto generated, the personnel handling customer service issues clearly provide the bare minimum of actual customer service 3) It appears as though customer service involves a computer screen and a keyboard. By this I mean - is it impossible for someone to go a little further than the computer screen? perhaps contact a warehouse or returns manager? or dare I ponder - get out of a chair and go actually use eyes to find a package? This sale is certainly seemingly insignificant in your overall revenue, and the complete loss of my business going forward is likely non-relevant to your company as well, but please believe - it is extremely significant to me. I have accepted that my money is lost with your company and that is indeed unfortunate, as I did like Coach products, but this experience will stay with me for a long time. I have included the emailed communications below should you wish to review. Though it won't do me any good, perhaps someone else may benefit from improved customer service within your company.
Sincerely, Carol Grigsby
 RE: Contact Form 9 messages ________________________________________ coachfactory Fri, May 10, 2013 at 12:45 PM To: "carolgrigsby@gmail.com" Dear Carol, Thank you for your recent inquiry. Your return has not processed at this time. The processing time for returns may take up to 2 weeks following the date of receipt. If you need further assistance, please do not hesitate to contact us. Sincerely, TaJuana COACH Online Consumer Service From: CustomerSupport [mailto:coachfactory@coach.com] Sent: Friday, May 10, 2013 12:19 PM To: coachfactory Subject: Contact Form Name: Carol E-mail: carolgrigsby@gmail.com Telephone: Comment: I returned this item more than a week ago and would like to ascertain the status of my refund. ORDER #V1067195 PARK LEATHER DUFFLE style: F19726B4/WT thank you, Carol Grigsby 919- carolgrigsby@gmail.com ________________________________________ Carol Grigsby Mon, May 20, 2013 at 7:08 PM To: coachfactory As I previously indicated, this item was put in the mail for return on May 3rd. I am concerned that there has been no indication of return of my funds regarding this item. What is the status? Is it normal for your company to take in excess of two weeks to process a return? or even indicate your receipt of the item? Order #V1067195 PARK LEATHER DUFFLE style: F19726B4/WT Carol Grigsby 919- carolgrigsby@gmail.com [Quoted text hidden] ________________________________________ coachfactory Mon, May 20, 2013 at 7:35 PM To: Carol Grigsby Dear Ms. Grigsby, Thank you for your email. We apologize for any inconvenience this may have caused. We would be more than happy to research your return further. Please reply with your tracking number so we may check the status. The standard processing time for returns may take up to 2 weeks following the date of receipt. We would also be happy to help you over the phone, please contact Coach Customer Service at (800) 444-3611. Monday - Friday 8:00am – 11:00pm EST Saturday 9:00 - 7:00pm EST Sunday 11:00am - 7:00pm EST If you need further assistance, please do not hesitate to contact us. Sincerely, Meaghan COACH Online Consumer Service [Quoted text hidden] ________________________________________ Carol Grigsby Tue, May 28, 2013 at 3:53 PM To: coachfactory Good Day, As suggested when I telephoned, I have patiently waited until to allow sufficient time to receive and process my return. When I telephoned last week, I was told that by the 23rd I could expect my return to have been processed. This item was returned to you via USPS May 03, 2013. Please update the status of this return. If necessary, I can go to the local post office tomorrow and begin an investigation into the delivery date of this item. Your return labeling and packaging was utilized. The order number is #V1067195. The Item was Park Leather Duffle style F19726B4WT Thank you, Carol Grigsby 919- On Fri, May 10, 2013 at 12:45 PM, coachfactory wrote: [Quoted text hidden] ________________________________________ coachfactory Tue, May 28, 2013 at 3:59 PM To: Carol Grigsby Dear Ms. Grigsby, Thank you for your e-mail. We apologize for the delay in your return. Unfortunately, we need additional information to confirm the status. Please reply back with the following information: Tracking number: Date Package Sent: Mailing Address: Name or Style Number: Color: We will contact you as soon as we have additional details. We apologize for any inconvenience this may have caused you. Sincerely, Charlett COACH Online Consumer Service -----Original Message----- From: Carol Grigsby [mailto:carolgrigsby@gmail.com] Sent: Tuesday, May 28, 2013 03:53 PM To: coachfactory Subject: Re: Contact Form [Quoted text hidden] ________________________________________ Carol Grigsby Tue, May 28, 2013 at 4:07 PM To: coachfactory I do not have the tracking number - as mentioned - I can go the post office tomorrow and have them investigate the delivery. The package was mailed to you on May 3rd, using your mailing label provided (to a returns center). My mailing address is . The style number is F19726B4WT, the color was white. [Quoted text hidden] ________________________________________ coachfactory Tue, May 28, 2013 at 4:16 PM To: Carol Grigsby Dear Ms. Grigsby, Thank you for your recent inquiry. Our processing time for returns or exchanges is 1-2 weeks following the date of receipt. Please reply with your order number, mailing address and *inbound tracking number once you receive it so we may check on the status for you. We are unable to locate any information regarding your return based on the information provided. If you need further assistance, please do not hesitate to contact us. Sincerely, Betty COACH Factory Online Consumer Service -----Original Message----- From: Carol Grigsby [mailto:carolgrigsby@gmail.com] [Quoted text hidden] ________________________________________ Carol Grigsby Fri, May 31, 2013 at 9:00 AM To: coachfactory I have sent the information you request several times except the tracking number. The postal receipt was water damaged and is illegible; however, I have contacted the post office and submitted specific information in order to conduct an investigation. I live in a small town with a small post office so hopefully they can trace the package. The information is again, as follows: This item was returned to you via USPS May 03, 2013. Your return labeling and packaging was utilized - One Coach Way, Jacksonville, Fl 32218-7940. The carton size is 41B V99-Single. Wave 20130429085. BB code BB. The order number is #V1067195. The Item was Park Leather Duffle style F19726B4WT. - White Carol Grigsby 919- [Quoted text hidden] ________________________________________ coachfactory Fri, May 31, 2013 at 11:06 AM To: Carol Grigsby Dear Ms. Grigsby, Thank you for your email. I have researched our returns log for your package. Unfortunately, I am unable to locate the return with the information provided. Once you receive information from the post office, please contact us and we will be happy to assist you. We apologize for any inconvenience this may have caused. If you need further assistance, please contact us at 800-307-0040. Thank you, Randall COACH Consumer Services -----Original Message----- From: Carol Grigsby [mailto:carolgrigsby@gmail.com] [Quoted text hidden]

a couple of additions

Life lessons

Life Lessons These are a few tidbits I've picked up along my journey.. Hope it helps make your journey a little smoother.
1:
What goes around, comes around - ALWAYS!! Don't waste your time on revenge. Trust it to be true!
2:
If you kick it to the curb - leave it there! You don't take trash BACK into the house
3:
If you chase it, it will run
4:
When you find yourself in a hole, stop digging.
5:
If the situation doesn't directly effect you, your children or your job, stay out of it. Negativity doesn't need any assistance from anybody
6:
furthermore.... you don't need to look for trouble.. it will find you! You do however: need to search out your happiness.. it seems, sometimes, elusive.
7:
If you find yourself making excuses for him (or her as the case may be) more than half the time, you're making too many excuses. Why?
8:
Houses built on foundations with structural damage, will be problematic. You may apply that same theory to relationships. In other words, if your mate has substance abuse issues, mental health issues, narcissitic tendencies or just generally pyschotic, you can expect a problematic relationship.
9:
It is not always the other guy.
10:
You cannot help people that don't want your help... really
11. If you can't admit you have a problem, you'll never find the cure/fix. NEVER!
That holds true if the problem is your own, or your "significant other".
12. Do you! You are the most qualified to be you, and God put you here to be YOU, flaws and all.
13. People may not believe what you say, but they will always believe what you do.
14. Face the truth, before it faces you.
15. If he tells you who he is, believe him. For example, if he says he's not ready to be in a relationship - he's not. If he says he's not good with change, he isn't. Again, if someone is telling you who or what they are - listen and save yourself some grief.
16. When you choose the behavior, you choose the consequences. Or, when you make a decision, you make a path toward your future. Decide carefully, informed, and with determination, but decide!
17. If you hear yourself saying.. "but I love him (or her)".. you're in a f**ked up relationship.. it might be a lot of things.. but a healthy loving relationship, is not one of them. The key word to pay attention to here is the "but".

and for my next trick...

2011 was a pretty good year.. all in all. We bought and moved in to our new home; I got a promotion at work; Big D won his case, though it still isn't resolved. While it's easy to get bogged down in the bs, we have a lot to be thankful for, and we know we are blessed.
So onto 2012. I am intent on shedding the last 20 or 30 lbs I need to lose. I do well for 3 or 4 days, then fall off the wagon and undo the previous 2 days worth of work/denial. That's frustrating. I will go shopping today and stock the house with healthy alternatives, as if I get hungry, I will eat something tasty if I don't have easy options to choose from.. which results in a big fat fail. Seems too, that when I get into a routine of food options, I do better, so I'll try to formulate a better plan with that in mind.
Additionally, the Doctorate quest is underway. I'm enrolled in classes that begin Tuesday to that goal. I'm hoping for 5 years, but will settle for 6. It's been a bit of a challenge for the past week to get things done to that end, but again, I am feeling very blessed that things fell my way, especially considering that ominous Friday the 13th thrown in there for good measure, or additional stress. While the educational expenses involved seem a bit daunting, the investment will yield triple my salary in a relatively short amount of time, so it's a good choice, and will put me in a better position to really help people.
Big D and I have set "the date" for October 16th, though we didn't specify the year (lol), and given October will be here the day after tomorrow, well, we'll see. Lots of things need to go right for that trick to happen this year. I don't even have a fuzzy picture in my mind (as opposed to a clear one), of how I'd like that ceremony to happen, only that I want it to happen. I'm open for suggestion.
So here we are. If you're reading this, thank you for being a part of my life.

Myrtle Beach 1/2 marathon

... is less than 2 months away. I'm feeling pretty good about my runs. I feel like I'm in better running shape at this training stage than I was when training for my first one. I ran 4.5 miles yesterday, though 1/4 mile of it was warmup/cooldown (walking). I'm very much looking forward to this one as I think the run itself and the view will be great for me, especially finishing up running along the boardwalk. Assuming, of course, it's not accompanied by a N'oreaster or some other uber unpleasant weather. Sure wish I were 20 or 30 lbs. lighter. Sadly, I have no discipline when it comes to food. :-(

Ran my first 5K today. It was pretty cool. I was a bit nervous about it, and was afraid I would go to fast, but no. Actually, I realized after that I probably could've gone a bit faster, maybe the adrenaline. Finished 6th in my age group.
Yay me!

sportstracklive.com

Is stress considered cross training?

uuuweeee! It's been a week! Between the dog and the benz... my workout regime has been nothing short of FUBAR! I really think I should get some kind of credit for handling all the stress without ripping any heads. Otherwise, no decent runs since last Monday (super sad face). We don't even need to discuss my diet. Not the worst, but not good. I got out today and did a quick 2 mile. Didn't want to risk overdoing after not having run most of the week, and tomorrow is supposed to be 70ish, so that makes for a lovely day to run outside. I'm going to shoot for a nice long jog tomorrow.

dreadmill? maybe not after all

Well most certainly Armageddon must be right around the corner. When I can do 45 minutes on the treadmill, without having to force myself past the 20 minute mark, then obsessing about every 5 minutes that goes by as if it were a life and death matter, surely the world must be coming to an end. But alas, that's exactly what happened. I did 45+ minutes today, and was in a good mindset, and actually did 3/4 of a mile more than I had planned. I'm feeling pretty good about that frankly. :) I also spent the last bit of it jogging at 7.5, then down to 5, and back up to 7.5, twice. I'm pleased that I'm finally able to change my mindset to a more positive view. yay me!