Coach

I'll admit I have purchased very few Coach products over the past couple of decades. It was a brand that was a hit for me and my friends in middle school and maybe early high school; the bags, wallets, keychains etc. but as an adult it isn't a participant in my handbag rotation.

For this reason alone, I do think the brand could use some repurposing or helpful marketing campaign (not JLo) because I'm an age demographic that wrote them off years ago and cringed ever so slightly at even the thought of making a purchase.

My grandma and I do own small matching red heart shaped studded coin purses that I purchased years back for a StepUp campaign/event - some proceeds may have been going to this wonderful non profit. Everyone compliments these little coin/card wallets and I love that we match and have for years.

A certain thing happened a couple weeks back...

Insert some random 12year old TikTok kid who influenced me to buy a little Chalk Nolita wristlet week before last and I've purchased 3 total items in the past 25 years. This item was from none other than a Coach outlet online store. Don't worry I'm laughing at myself too but it is cute and I did take it even a step further and took the tweens advice to get the heart extender chain from Amazon. Someone send help! It's a slippery slope I'm on over here.

Where were we??

The brand is great quality, that's something no one can take from them but I'd be lying if I didn't say they need an overhaul to get customers back. I typically write this store off as a thing of the past and chuckle over when I use to like it as a kid.

You don't hear the Michael Kors bag type "jokes" (but dead serious) about this brand as much but I'd have to guess no woman my age is really their top consumer. I'm not saying we're all at Chanel by this age, I'm simply saying it's a brand that ran it's course many, many moons ago (similar to Lululemon which you couldn't pay me to purchase, but maybe a decade ago I paid their utility bill each month with my weekly purchases).

Well... somehow I spotted their seasonal Heart Crossbody In Signature Canvas and really took a liking to it. I'm not really into signature print anything on a brand nowadays. I'd rather something a little unassuming but this bag is really adorable.

I spotted it in person at this location and decided to try it on. It's the perfect little crossbody for Valentine's Day and maybe I've been away so long I felt the price was reasonable at $295, coming in a good bit less than some other bags I've picked up overseas recently (Prada, Chanel and while we aren't gatekeeping our favs my other go to's: Polene, Sandro, Maje, Strathberry) I always admit to loving high/low I'll go thrift finds to designer and everywhere in between but the reason I feel the brand needs help is simply because I know how I've felt about it and the little push I needed to give myself to realize, hey! This is cute, I want it, never mind it's this brand.

Helpful, friendly customer service! I was in and out in a few short minutes. Satisfied with my purchase, looking forward to using it and encouraging more people to step back through their door if something peaks your interest because the quality of their goods is really rather nice.

It's a hit and miss customer service.

Mostly miss. For the prices you pay, I certainly expect much better service.

Good products. Miserable client service.

Update: The manager calles and said she would look into what happened during my visit and speak with her staff.
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Walking in on a Saturday to a nearly empty stoewith three sales associates on the floor not assisting anyone. Not one of them offered to help or made any contact with me. I brought in a belt I got for Christmas and wanted to try on a different size. Without looking at my belt, I was told it was cut to size and could be adjusted at any time without telling me where or how. I came home and looked up how online only to find my model isn't cut to size. Thankfully an online rep helped me find the right sized belt at another store- the one at Beverly Center where they were very welcoming. I have been to this mall many times and this is the worst customer service I've ever experienced.

Terrible customer service it was as of I was invisible a man and a women saw me walk in and I walked right up to them said hi never was acknowledged and
Two other people walked in after me and they looked right over me and welcomed them back into the store. I was ready to spend a lot of money for gifts to take back to Israel but will ever shop this brand again!!!! This is so wrong On so many levels and your employees need to be trained Ed better. I just left the store not even 10 minutes ago. I was once a loyal shopper this experience left a bad taste in my mouth for this store and the brand!

I buy stuff from coach all the time for my girlfriend. In store and online and never had a bad experience. Until now. Went in to the store to make an exchange so I could have it shipped in time for the holidays. I said exchange several times but the employee did it as a return. Now I have to wait 3-5 days to have the refund post to my account which means it won't arrive in time. Not a great customer experience at all and won't have her main gift in time for Christmas. Will probably take my business elsewhere from now on.

I had an issue trying to exchange a bag with the location at Del Amo mall, I won't rant too much about that location and if you would like to see please check my previous review regarding that location. I called this location to try and resolve the issue and immediately the employee on the phone, Maya, was very willing to help. And on the phone call she got the details that the bag was purchased from Christmas, was bought on sale and still had no push back about trying to help me. After leaving the Del Amo location and driving 20+ miles and 40 minute drive there I came to the Coach store in the Fashion Square and asked for Maya. Unfortunately she was on her lunch but an employee went to ask how long she may be, and instead of making me wait or having me come back Maya stopped her lunch (paused, finished, hopefully got her lunch at some point!?) and was willing to assist me right away. I explained the issue with the other location and what I was trying to do. I had tried to return the bag twice, once on Jan 2nd and again (at the Del Amo) on the 3rd of January. And have photos of the signs/closure. So I didn't just say screw it and wait two months. Once I learned outdoor dining was open was when I assumed the locations would be opened back up. They didn't have the original bag I had intended to upgrade to as it was sold out and I believe was last years "model"... but Maya helped me sort through the store, listen to my wants/needs, and pin point a bag I was happy with. She also took ownership and forgiveness for the way I wasn't assisted at the other location. I ended up spending an extra 225 dollars with taxes and what not after the 90 dollar exchange amount was added. Your loss Del Amo location! Maya is the best, super friendly and caring! Definitely give this location a try!

This review is for Kayla!
I had a wonderful experience while stopping by the Sherman Oaks Mall for the first time in a long time. I really enjoyed perusing all of Coach's new stuff. I heard they were coming back out of the shadows and people weren't kidding. I was shopping for a gift for a close friend of mine as he is an avid lover of Coach, (more a Gucci fan myself) I was shocked at the level of professionalism and knowledge by the saleswoman Kayla. She was nice, offered advice on colors, choices and ideas. And did not seem the least bit upset when I was being fussy. I didn't see anything that I LOVED in store but Kayla was so beyond nice that I couldn't help but leave this review. Father's day is coming up and I think I know where I'm heading!

I will never return to this location.

I've been a loyal Coach shopper for years--in fact, every one of my handbags is Coach, as are most of my sunglasses, several of my wallets, and other assorted accessories. When I noticed that the silk lining in two of my bags was stained in a similar way, I took them in to Sherman Oaks be cleaned. The salesperson tried to sell me the spray cleaner (which is for the outside, not the lining). I asked her to test it on the interior first, before I ended up buying something that didn't work. She huffed and sprayed some, but the stains remained. When I asked about the repair service (since the stains were still there and one of the pockets on the inside is also starting to fray/rip) she dismissively said those stains are common and they don't offer this service anyway--and walked away.

Most of my bags were purchased at the Spring Street location in NYC, which always provided impeccable customer service. Rather than buying an item from this location, I'll wait until I'm back in NY to give my business to a store that shows respect for its repeat customers.

I recently have returned to purchasing Coach products due to the superior new designs. I purchased several purses online for myself and for gifts. When I went to the Sherman Oaks Coach store to return one of the purses that I bought as a gift I noticed another purse that I liked better than the one I bought for myself. Maria helped me return the gift purse and gave me the store hours she would be there the next day for the return of the purse I didn't want for myself. I was overwhelmed with how kind and helpful she was while helping me with both of these returns. She generously spent a lot of time with me and couldn't have been nicer! She didn't even mind when I decided to buy the purse that I wanted online so I could get my Ebates points! I love the Coach products and I am happy that the Sherman Oaks store offers me the kind of service I expect when purchasing expensive products.

The WORST Coach store I've been to. I live in the area and have been visiting that store for years. I'm not a fan of their customer relations. Although, Annstoria and the pretty Hawaiian girl were the best, the other sales consultants were like vultures who wouldn't let you shop in peace. Secondly, returns are a needless hassle... 2 very basic things that will me away.