My Coach Experience Part 2

After I wrote a post a week or so ago about my horrible experience shopping with Coach via their customer service line I did something I have never done, I emailed the company and in my email I added the link to the post I had written.

If ever I needed proof the written word can at times have power, that did it, because in less than 24 hours I had a voicemail from a gentleman at Coach wanting to talk to me about my shopping experience.

Go fig.

We played phone tag for a couple days but did eventually manage to speak on the phone. He wanted some more details about what happened. He explained why it happened, then said that is no excuse and they are looking in to things, and apologized. He also said they were refunding the entire cost of the bracelet and that refund should show up on my credit card within the next 3 days.

Pretty awesome, am I right?

I really didn’t expect them to do anything, let alone respond to my email with anything more than an email saying we got your complaint and am forwarding it on to the appropriate department so I was impressed with the speed at which they phoned me. I was even more impressed with the refund.

Apparently, if you call Coach after business hours the call doesn’t go to the Coach call centre it goes to a call centre that they outsource to. My guess is it is cheaper to outsource evening and overnight calls to people not working at Coach because then they don’t have to worry about things like benefits, and handling such a large work force etc. Oh, and in case you were wondering, no they aren’t outsourced to a call centre outside of America, I was talking to Americans every time I phoned, so don’t even try to climb on to that soap box about outsourcing cause it won’t fly with this incident. 😉

But yeah, they outsource and the gentlemen I spoke to said that even though it is not Coach employees handling the evening phone calls they are still held to certain standards and the other company had been contacted so the phone call could be pulled and listened to and the employee dealt with. Which sounds ominous but I’m sure will result in nothing more than a quick “mute the phone so customers don’t hear you yawn” comment on her next evaluation, shrug. Can’t be expecting miracles lol

So yeah, I thought I would update all of you and let you know that while my shopping experience with Coach was horrible, the follow up and fixing of the problem was handled with speed, manners, and generosity. Oh, and a compliment! The gentleman I spoke to apparently actually read my post and said I write quite well…probably something that given the circumstances didn’t make him all that happy lol 😛

Tags: blogging works, Coach, Coach customer service, Coach refund, complaint, online shopping, refund, shopping