Online Orders - Anyone have issues?

NWGal

Member
May 25, 2012
2,812
447
Oregon
I recently purchased a wallet & tote from the website, they were shipped separately.

Thursday I received what was supposed to be the tote but it was someone else's wallet instead. (My tote and someone else's wallet were shipped from a store in FL, we share the same first name. So I can see why it got mixed up. She ended up getting my tote). Anyway, I contacted coach, right away and let them know of the mix-up. That same evening, I took the wallet to UPS to be returned and contacted coach when I got home so they could verify via the tracking # that I had dropped the wallet off at UPS before they mailed out another tote.

That same evening, the customer service rep I had spoke to called me back to confirm that they needed to ship out the tote and not the wallet I had ordered. (I will agree, it was confusing since the items had been shipped separately, order #'s, etc.) I confirmed yes, the tote needs to be shipped and that my wallet was still in transit and due to be delivered Friday.

Friday morning I get an email conf that a wallet will be shipped. The same wallet that was already shipped and due to be delivered that day.... I contact customer service via online chat, she assures me that she has corrected everything and my tote will be shipped, not another wallet. She also upgrades the tote to overnight shipping for the inconvenience but it was not able to be shipped out until Monday. Scheduled to arrive on Tuesday (tomorrow).

I checked my email this afternoon... Guess what has shipped and is scheduled to be delivered tomorrow? THE DANG WALLET!! The SAME wallet that I already have because it was delivered on Friday! Of course coach.com and their 800 # are super swamped and I can't get thru to anyone. I'm seriously annoyed and frustrated because I'm leaving for a conference tomorrow and was really wanting to use my tote for my trip!

Sorry, it's a rant but also I'd like to know if anyone else has experienced this? Each customer service rep I've spoke to were super nice but man... How many phone calls/chats does it take to ensure the correct item has been shipped?
 

Alexa5

Member
Nov 2, 2011
4,140
11,947
I think that these types of things happen exactly around the Thanksgiving rush of business, and typically not so much at other times of the year. I remember a lot of delayed shipments last year at this time, but then once resolved things went smoothly again (once they caught up from the rush).
 
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LL777

Member
May 2, 2014
1,828
4,849
Some of my items are still being processed even thought I placed an order last Sunday with overnight shipping.the order is being fulfilled partially and three packages were sent from the stores and not JAX. One of the packages doesn’t contain a pair of the boots that I ordered. I’m so disappointed. I emailed to customer service and if I don’t hear anything back from them tonight I will call the store tomorrow. This is the first time when I don’t receive something that was supposed to be in the box. Do you guys have any suggestions what I should do?
 

NWGal

Member
May 25, 2012
2,812
447
Oregon
Some of my items are still being processed even thought I placed an order last Sunday with overnight shipping.the order is being fulfilled partially and three packages were sent from the stores and not JAX. One of the packages doesn’t contain a pair of the boots that I ordered. I’m so disappointed. I emailed to customer service and if I don’t hear anything back from them tonight I will call the store tomorrow. This is the first time when I don’t receive something that was supposed to be in the box. Do you guys have any suggestions what I should do?
I would call. I had to send an email to customer service regarding my bag and tried to explain that they sent the wallet instead and I needed to get the order corrected. When they responded they said "we are pleased to let you know your wallet should be arriving today". They didn't even read my email.

Sorry about your order. My bag that I ordered in Nov is now on backorder and not due to ship until Dec 31st. Frustrating to say the least!
 

LL777

Member
May 2, 2014
1,828
4,849
I would call. I had to send an email to customer service regarding my bag and tried to explain that they sent the wallet instead and I needed to get the order corrected. When they responded they said "we are pleased to let you know your wallet should be arriving today". They didn't even read my email.

Sorry about your order. My bag that I ordered in Nov is now on backorder and not due to ship until Dec 31st. Frustrating to say the least!
Thank you! I called the store yesterday and they did some research and said yes we still have it, apologized and shipped the boots yesterday. I’m sorry to hear about your issue. Hopefully, you will get it faster. What bag did you order if you don’t mind me asking?
 

NWGal

Member
May 25, 2012
2,812
447
Oregon
Thank you! I called the store yesterday and they did some research and said yes we still have it, apologized and shipped the boots yesterday. I’m sorry to hear about your issue. Hopefully, you will get it faster. What bag did you order if you don’t mind me asking?
It's the folio tote. I wanted it for work and when I go to conferences.
 

dsiegman77

Member
Aug 22, 2013
159
203
I’m still waiting on a bag to ship that I purchased last Saturday. Has said shipping from store since last Sunday but hasn’t updated since. I’m not too pleased. Last time this happened to me, after a week of waiting they just cancelled my order, and finally got an email 2 days later saying sorry the item is out of stock. I wish they kept a better inventory and didn’t keep you waiting wondering whether or not you’ll actually be getting the item. Meanwhile other items I would choose instead in the sale are selling out and I’ll probably end up with no bag. It’s kind of frustrating.
 
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NWGal

Member
May 25, 2012
2,812
447
Oregon
I’m still waiting on a bag to ship that I purchased last Saturday. Has said shipping from store since last Sunday but hasn’t updated since. I’m not too pleased. Last time this happened to me, after a week of waiting they just cancelled my order, and finally got an email 2 days later saying sorry the item is out of stock. I wish they kept a better inventory and didn’t keep you waiting wondering whether or not you’ll actually be getting the item. Meanwhile other items I would choose instead in the sale are selling out and I’ll probably end up with no bag. It’s kind of frustrating.
I agree. It’s frustrating. I returned a wallet that I had ordered too and have yet to receive a refund. I don’t think I will be ordering online anymore. I’ll just find a SA at a store to work with.
 

Christofle

Member
Apr 21, 2011
4,070
2,483
Montreal
I’m still waiting on a bag to ship that I purchased last Saturday. Has said shipping from store since last Sunday but hasn’t updated since. I’m not too pleased. Last time this happened to me, after a week of waiting they just cancelled my order, and finally got an email 2 days later saying sorry the item is out of stock. I wish they kept a better inventory and didn’t keep you waiting wondering whether or not you’ll actually be getting the item. Meanwhile other items I would choose instead in the sale are selling out and I’ll probably end up with no bag. It’s kind of frustrating.
I would definitely call the store because this exact scenario happened to me. My order confirmation was emailed to me but I didn’t hear anything after a week.I called my SA and she said my order wasn’t in the system due to a technical glitch.

They had to cancel and reorder and then it sat in the warehouse with the status “awaiting pick up” for 5 days prior to UPS picking up the package.
 

NWGal

Member
May 25, 2012
2,812
447
Oregon
Update:

All 3 of the wallets I received have been delivered back to Coach. Mind you I was only ever supposed to get 1. I have yet to get my return credit for it.....

I asked for the status on the tote I originally ordered on Nov 22nd. I was told it was still on backorder and would not be available until January 8th! So FRUSTRATING. Had they just mailed the bag to the correct person in the first place I would have gotten my bag on Nov 27th.

So, I asked them to cancel my bag order and refund my money. They are going to submit it for "approval". That can take up to 48hrs. Then 3 days for the return to show as credited.

I'm going to hold tight till Dec 19th to see if both the tote and wallet refunds are credited back to my account. I'm assuming that should be enough time for everything to be processed. I really hope it gets squared away. I'm just so over it!

One thing I've learned, I will NEVER purchase online again. I will only go thru a store.
 

SLI1

Member
Oct 23, 2010
195
58
USA
I placed an order for tote on Jan 17,2020 on coach website & I still haven’t received any tracking info. My account still says the order is “processing”. I inquired & customer service apologized & said they needed a few more days
So much for 3-7 business days. :sad:
 
Jan 29, 2013
6,974
3,198
MN
I placed an order for tote on Jan 17,2020 on coach website & I still haven’t received any tracking info. My account still says the order is “processing”. I inquired & customer service apologized & said they needed a few more days
So much for 3-7 business days. :sad:
What??? Was that from the sale? Maybe they are trying to locate one for you. But still two weeks is crazy.
 

SLI1

Member
Oct 23, 2010
195
58
USA
What??? Was that from the sale? Maybe they are trying to locate one for you. But still two weeks is crazy.
No, it’s the regular priced Cashin Carry from the originals collection. I also checked with a local boutique & the checked the inventory & there’s around 200 in the warehouse.
 
Jan 29, 2013
6,974
3,198
MN
No, it’s the regular priced Cashin Carry from the originals collection. I also checked with a local boutique & the checked the inventory & there’s around 200 in the warehouse.
Very odd. Could you cancel that order and have the boutique re-order?
 
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