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?