I wanted to provide feedback on a recent experience that I had with my Coach purse. My husband bought me a Coach purse as a gift last year. It was a sentimental gift since it was given to me upon the birth of our twin boys. I loved the purse and used it all the time. Unfortunately, the fabric around the brackets that hold the arm strap wore out in less than a year. I took it to the Lebanon, TN Coach Outlet where it was purchased and they were very good about mailing it in for repair service. Unfortunately, that’s where the good part of the story ends. Linda from Lebanon Coach called me on Nov 3rd and told me that my bag could NOT be repaired so they would be sending me back the purse along with a merchandise voucher to pick out something new. I was sad that the purse couldn’t be repaired, but wanted to keep it for sentimental purposes so I was glad that they were going to send it back and then I could use the merchandise credit to buy something else. When I received the merchandise credit in the mail the letter stated that I would not be receiving the bag back unless I wanted to forgo getting the voucher. After many conversations with the repair service and the outlet store, they may it abundantly clear that I was NOT valued as a frequent shopper of your store and even though they told me one thing, they were not going to honor it. I still have the voicemail that stated that I was going to receive a voucher AND bag back. I’m deeply disappointed in Coach and their ability to make this situation right. It’s a good thing there are many other purse companies out there because this one just lost my business.
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