"I visited the Coach Outlet (1081-7899 Templeton Station Rd, Richmond, BC, Canada) with my mother (Kathy Pak) on May the 6th, 2017. While I was there, a product fell from the shelves and hit my mother in the face subsequently breaking her glasses and scratching her face drawing blood. The store filed a report on that day and said that they will be in contact with my mother to reimburse her for the repair of her glasses.

Upon first contact, my mother informed that she will be leaving for a trip to Hong Kong (for 6 months) in 1 weeks time. Knowing this, my mother requested that this issue should be resolved as soon as possible. At first, the Manager (Sky) informed that they would reimburse the cost of the repair in full but would need to confirm with her later after she spoke with the General Manager (Macario). Then right before my mother left for her trip, they informed that only a $200 reimbursement can be given regardless of the cost of the repair (if even possible) or the cost of purchasing a new one. My mother obviously protested and informed that this is not enough. One of the bands on the side was completely detached and most likely will need to be completely replaced. The Manager Sky then informed that the GM Macario will be in touch later to discuss further. Coach was supposed to reach out to my mother the day before she left for Hong Kong but never did.

My mother since left for Hong Kong and Coach has contacted me directly to get my mother's phone number in Hong Kong. Macario called my mother in Hong Kong and informed that all she needs to do is get a receipt of the repair or the replacement and Coach will reimburse the amount back to her. Which was an acceptable resolution.

HOWEVER, shortly after, Macario called my mother back in Hong Kong and informed that receipts from Hong Kong cannot be reimbursed due to policy. Only receipts in Canada can be reimbursed. Management knew from the very beginning that my mother was leaving for 6 months to Hong Kong. We did not hide that information and was even pushing for a resolution before her departure.

My mother's prescription glasses are very expensive and she only has one pair. It is currently being taped on at the moment because the Management in this store could not provide her with a response to damages that was caused in YOUR store within a reasonable time frame. My mother has now been forced to purchase a new pair of glasses with her own money because the store refuses to accept responsibility.

Do not give business to this store under any circumstance. They obviously show that they do not care about their customer even when they are 100% at fault. Stay away and spend your hard earned money elsewhere!
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"Visited the Coach store in Edina Mn., the Associate Eva was professional and her customer service was exceptional. My wife brought in a coach purse that was stained, they tried to clean the purse but no luck. Eva went the extra mile by offering us a total refund for the stained purse so my wife could purchase a new one. I can't thank Eva enough for making our day. We will tell all our friends if your shopping for a coach purse visit the Galleria Coach store and ask for Eva"

"My item has not been shipping, Call to customer service don't solve anything."

"When I call at customer services, they are always friendly.

They seem to be very organized and well trained.



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