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]
