Wednesday, January 29, 2014

Coach: A Positive Customer Service experience

I am so pleased to be able to share the positive customer service experience that I recently had with Coach. Note that this is not a sponsored post! I imagine the only way that Coach will know I wrote about this is if they google themselves.

Last Mother's Day, J gave me the below City Tote:

It was perfect for schlepping my stuff to work! 

While on a business trip, one of the handles detached from the bag. Since it was the beginning of my trip and I did not have a spare bag, I made do. Thanks to the staff at the Marriott, I used electrical tape to reattach the handle. It worked beautifully, albeit it was definitely unsightly.

Coach has a program where they will make repairs on any of their products. You do have to pay a $20 shipping and handling fee. You include a form, found here, where you detail the nature of your repair.

I kept forgetting to send my bag in. But finally, I sent it for repair about two weeks ago. 

Today, I received the following letter from Coach:

I really feel that sending me a new bag was an example of excellent customer service. The repair did not look especially complicated. However, I suspect that the residue from the electrical tape was hard to remove. Even though I'm the one who put the electrical tape on it, they still felt that it was the right thing to do to send me a new bag.

Coach may not be the hippest bag brand in blogland (ahem Kate Spade Beau bag, Celine, Prada etc). However, I have a new found respect for them and will continue to shop them in the future.

And by the way, J got an email that I have a delivered from Coach set for tomorrow!


  1. It's so good to see companies with excellent customer service that stand behind their brand!

  2. So good to hear about quality customer service for a change! Kudos to Coach and to you for sharing the happy.

  3. So good to hear about a quality customer service experience for a change! Kudos to Coach and to you for sharing the happy!

  4. Coach returned my $20 too! They are really awesome!!

  5. I always love to hear of stories like this! :)