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My Coach Experience

24 May

Oh boy, talk about an online shopping experience taking up way too much of my time and energy *rolls eyes*

Let’s start at the beginning shall we?…you might want to get a fresh cup of tea for this…

I saw an item that I wanted to get for my friend for her birthday, it is from Coach and was only available on the website so I decided screw the horrible exchange rate, I’m buying it. Now, I am weak and saw a bracelet I loved and on a whim decided to tack that on to the order also. The website wouldn’t accept my delivery address postal code for some reason so I called in, explained I was having issues with the website, and asked if I could place the order over the phone. The lady said yup.

That has got to be one of the worst customer service phone calls I have ever had…

She kept yawning while talking, and muttering about her computer not working so she’ll just leave a note for someone about that, she took forever, at one point she did something that wiped all the information she’d already put in so we had to start over. I don’t know if she is new or Coach just has horrible training for their call centre employees or what but eesh! Then she tells me the bracelet I want is out of stock, but it is clearly showing on the website as being available. I asked if it was possible the one the website was showing was in my “shopping basket” was the last one and should I close the tab so it cancels the online order I had been trying to place to free it up and she said I could try, so I did, and after she did something on her end she said she had the bracelet on my order. So okay, it took forever, she was horrible at her job, but I got both items ordered, had to pay through the nose for shipping, was told I would have the items in 3-5 business days and voila, shopping done!

I was told I couldn’t get the tracking number yet because it isn’t generated by the system until the items are removed from the warehouse but if I want to call back the next day I can get the tracking number then. Seems fair.

I called the next day, explained I was just wanting the tracking number, the lady I spoke with (different lady than the original call) pulled up my order and said it was showing as “pending” and she had no idea why it wasn’t processed yet and I had to call back during regular business hours because there is nobody there in the evenings who can check on that for me.

Annoying, and concerning, why is it pending? She has noooooo idea, and didn’t really seem to care, so fine whatever, I’ll call back tomorrow.

I call back the next day and get my first nice Coach customer service person! I told her the order was showing as pending and I was wondering what was wrong with it blah blah blah, she pulls it up, says it has processed through and there is a tracking number now. She doesn’t know why it took longer than normal to process but it is on its way. Yay!

I wait about a week and go online to check the tracking (it is with DHL) because the package hasn’t shown up yet and I’m wondering where it is.

DHL shows there is a problem with the delivery address and they have been trying to reach me and are now waiting for the customer to contact them.

What the hell? Nobody tried to reach me! And what address problem? So I call DHL to find out what is wrong and they said (1) the delivery address doesn’t exist and (2) the phone number they had for me didn’t work. So we compared information and it turns out Miss. Yawning While Working wrote down the delivery address wrong, the building number is 3633 and she wrote 3622…which is not a place. Then for the phone number, the last digit in my phone number is a 7 and she put it down as an 8. Grr. So DHL had been sitting on my package for daaaaaays because of this and were at the stage where they were about to send it back to Coach. They couldn’t ship it to the correct address without Coach filing some paperwork confirming the proper address so the DHL lady suggested I come pick it up because it would be the fastest solution. Annoying, but fine. They agreed to move the package to a DHL location near me and told me that would take 24-48 hours and I should call back to confirm it had arrived at the new location in 2 days.

As soon as I was off the phone with DHL I called Coach and complained. I actually got a second nice person, she kept putting “Miss” in front of my first name and she had a slight accent and I decided I liked her lol She took a look at the order, listened to me bitch, stayed calm and handled things well. I pointed out I had to pay $26 American for shipping, which turned in to way more in Canadian dollars and they were waaaay past the 5 business days the package was supposed to take, all because Miss Yawning While Working was incapable of inputting simple numbers accurately. She agreed it was not acceptable and refunded me my shipping charges which I thought was fair.

48 business hours later I call DHL and my package is where it should be so I go pick it up. Finally! After 2 weeks of dealing with Coach and wondering where my over priced items are I finally have them!

Well, jokes on me! I opened the shipping box and inside are two very nicely wrapped boxes, the one with the bracelet looked like this…

Cute right? I opened it and there was this little sticker on the tissue and the bracelet itself was in a dust bag…

Then…then I opened the dust bag…and that is when the pictures stopped because they sent me the wrong freakin thing!

The bracelet comes in black or brown, I ordered black, Miss. Yawing While Working sent me brown.

This woman really needs a new job…

It may not seem like a big deal but the brown one was ugly, ugh, I wouldn’t wear that in a million years.

So once again I call Coach, I get a lady not as bad as some of the others I have spoken to but someone who definitely didn’t care about customer service, or not sounding bored out of her skull, and she said best she could do was put one on hold at a location that is semi-near me and I could go exchange them. At this point I was so done with having to deal with the call centre that I said yes.

The next day I go traipsing to the store, walk in mentally preparing for battle, and meet the two nicest people ever. There were two sales people near the door when I walked in, I explained I was there to swap a bracelet and they instantly knew who I was, called me by name, offered me water, one stayed with me to chat while the other went to get the right bracelet. They both apologized for what I had to go through with the call centre, they had nothing to do with it and yet they apologized! They printed me out a receipt for the bracelet showing Canadian dollars so if I have to bring it back I have a store receipt which will make it easier. Then the lady corrected all the address and phone number mistakes in their computer system because with all the phone calls I made to Coach’s call centre, and all the times I explained to different people there the situation, and all the different call centre reps that looked at my order, not one of them bothered to correct the shipping address information or correct the last digit of my phone number. Nice huh?

The lady at the store also told me that if there is ever an item I want on the website that isn’t in the store to tell her and she can order it in to the store, saving me from (1) dealing with that horrible call centre again (2) saving me from paying duty and (3) saving me from paying shipping. Niccccce! ๐Ÿ™‚

Overall I am not impressed with Coach. Considering how much they charge for their items and the fact that they market themselves as a luxury goods provider, you’d think they’d have people working in the call centre that provided a higher level of customer service, and a consistent level of customer service! I called them 5 or 6 times and of those 5 or 6 times only 1 of those people was actually friendly and nice and pleasant to deal with, there was 1 other person who wasn’t bad but wasn’t amazing, just average, which is fine, and the rest of them were different levels of bad, all of them being topped by Miss. Yawning While Working.

Never again, never again will I order from their website or deal with their call centre, too much drama for moi!

Oh, in case you were wondering, this is what the correct bracelet looks like…

2016-05-24 01.07.022016-05-24 01.09.03

It is a surprisingly hard bracelet to get a good picture of lol but trust me, it’s pretty. ๐Ÿ™‚

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2 Responses to “My Coach Experience”

  1. missionshedit2016 May 24, 2016 at 3:02 am #

    Whoa! This should be taught as a case study in management schools. Glad you finally got your bracelet – its price is now way more than just the dollar amount๐Ÿ˜‰ Great write up!

    • shrinkingwmn May 26, 2016 at 6:33 pm #

      Thanks for the comment! ๐Ÿ™‚ Yeah, it is a pretty impressive case of bad customer service. I’m glad too! I can’t wait to wear it for the first time, it better be worth all this hassle lol ๐Ÿ˜‰

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