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return of a used purse

Posted Mon June 30, 2008 12:02 pm, by Rene M. written to Coach, Inc. - Accessories and Handbags

Write a Letter to this Company

I purchased bag style #11435 last Oct. The bag was to heavy to carry once I placed a few items in it. I wanted to return the bag to the Georgetown store however I had a repeat knee surgery which I have only recently recovered from.This is a 500 dollar bag that I can not use.I have spoken with the store manager, and also a custormer service rep who offered me a 40% discount on a future purchase. The manager and represenative were all pleasant however a 40% discount does not offer a resolution to a 500 bag that I cannot carry. I am very disappointed with Coach. My daughter returned a 25 dollar pair of shoes to Payless no questions asked and was given a store credit. Friends tell me they return items months later to Nordstroms and are given a refund. I have spent thousands of dollars at Coach and because I used the bag they will not accept it back. How else was I to know the bag was to heavy. What I am asking for is a store credit for the purchase price of the bag. I understand store policy but to every policy there must be a case by case exception if not how would CHANGE take place.

Provide me with a store credit for the purchase price of the bag


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by Chris .. Posted Sat July 26, 2008 @ 3:23 AM

Don't be an idiot. Coach, Payless, and Nordstroms are not associated
at all. DIFFERENT RETURN POLICIES!!!!!!! You wait 9 months to return
something when a lot of high end stores clearly state, all sales
final. Some stores: 30 days. and Old navy where i work, 90 days. you
should be glad they offered you ANYTHING. Don't come on here trying to
get a pity party with your knee surgery story that has nothing to do
with your return that you messed up your ownself.

by Soylent Green Posted Tue July 15, 2008 @ 12:30 PM

*SIGH* So was the bag unusually heavy after you place items in it or
is it that your ability on what you can carry has changed ? You should
be glad they offered you anything at all. You've waited 9 months to go
back to the store. Who knows what fun you've had with that bag all
this times. Of course Payless doesn't make a big fuss would you
expect them to ? They know they carry inexpensive stuff and are not
losing much of a profit on some 25 CENTS shoes ( I said 25 CENTS
'cause that's how much they probably paid the people to make each


by I\'m back Posted Mon July 14, 2008 @ 4:44 PM

I love Coach. My husband bought me a Coach bag after our daughter was
born, and I had to take it back because it was too small for my
wallet. I walked into the store with my husband, took the bag to the
counter told them it was too small. They asked if I wanted a refund or
exchange. I was bought the larger size and usde the credit towards
No problems for Coach or from Coach.


by jojojo Posted Tue July 8, 2008 @ 4:37 PM

ur eyes bigger are bigger than ur wallet... if u didnt return it too

by jojojo Posted Tue July 8, 2008 @ 3:30 PM

what happened is you bought something that u really can't afford and
now u realized it! Give me a break. Dont let ur eyes be bigger than
your eyes

by Tim'sgirls Posted Sat July 5, 2008 @ 8:17 PM

Are you serious? Let me know if this works! I purchased an Ergo tote
last fall and would love to trade it in for a new summer bag. If your
method works, I could have a new bag every season. C'mon! Do you hear
yourself? What is Coach going to do with your outdated used bag? I
certainly wouldn't pay full price for it. I actually thought this
letter might be about somebody inadverntly buying and used bag, in
that case I could see and legitimate complaint, but this? Enjoy your
40% off coupon, that is more than generous!


by Buddy Posted Sat July 5, 2008 @ 3:24 PM

"I understand store policy but to every policy there must be a case by
case exception"


"I'm special, so the rules should not apply to me!"

I sure feel sorry for the poor customer service people who have to put
up with you. I can only assume that this is common practice for you
to attempt this stuff.


by Teresa B. Posted Fri July 4, 2008 @ 2:45 PM

Its been nearly a year, and you are upset you can not get a full
refund? Most stores have a 30/60/90 day refund policy and this is WAY
more then that. And its not Coach's fault you were not able to return
it before hand. And if your purse is too heavy might I suggest
leaving out SOME of the stuff you have in it? Now I am a lady I like
to pack it in there, but when I start having to have a tow truck load
it and unload it for me then I think it might just be too heavy. And
I think you COULD carry it, you just dont want to.

I agree with the others, I just wanted to put my 2 cents in. Put it on
Ebay or gift it to some one you love and will appreciate it or donate
it to charity auction(tax write off), or since you spent so much on
it, USE IT.


by seraphimsong Posted Thu July 3, 2008 @ 10:20 AM

All I have to say is EBAY!! I buy all my coach purses on EBAY,new
ones, but the used ones go really well, even the ones with tears and
whatnot, you can probably get almost all of your money back. And you
charge the buyer shipping also, so it is no cost to you except i think
its like 35 cents to post it or something like that. All you have to
do is ship it. Yay, you get your money back, still have your 40%
discount ( which is quite a bit for coach )and you can use your money
you get from you sale on Ebay to buy your new one, and probably still
have money left over. Looks to me as if you win, BIG TIME!


EBAY by John C. Thu August 28, 2008 @ 5:54 PM

by Marty5223 Posted Wed July 2, 2008 @ 4:03 PM


Bagborrowsteal.com Ad on this page by Marty5223 Wed July 2, 2008 @ 4:07 PM

I have a co-worker who rents her purses and accesories... by dulynoted Wed July 2, 2008 @ 4:38 PM

We should be able to rent men on a monthly basis n/t by RedheadwGlasses Wed July 9, 2008 @ 5:49 PM

YOU CAN by Marty5223 Fri July 11, 2008 @ 11:06 AM
by Marty5223 Posted Wed July 2, 2008 @ 3:52 PM

Maybe Coach can sell you a set of luggage wheels to put on your
oversize bag. If that bag is that darn big put less it.

You used the bag. What do you expect them to do with it? They don't
sell used merchandise. It is not damaged so they can't send it back
to the manufacturer for a credit.

It is not defective!

Try selling in on EBAY!

I guess your daughter doesn't have your taste in fashion if she shops
at Payless.

It is much easier for a store to eat a 25 dollar pair of shoes than to
eat a 500 dollar bag. Not that either one should have to do this.
Those 25 dollar shoes might of only cost a couple of bucks to Payless.
I am certain Coach paid a much greater portion of the cost of your
oversized bag and the mark up was much less.

You buy it your wear/use it...then it becomes yours.

Curious how much does the bag weigh empty? Perhaps you should get a
gym membership instead of a new bag. Then you can work out and work up
to carrying that big bag!

Nordstrom has that bend over backwards policy for customers. That
does not mean Coach needs to have the same policy.

You really expect them to take it back because you had to use it to
find out how heavy it was. I assume you are a grown lady and have
purchased large bags in the past.

Good for Coach for telling you NO. They were being most kind to offer
you 40% off a future purchase.


by Sunflower Sarah Posted Wed July 2, 2008 @ 8:35 AM

They can't make a case by case exception, because maybe someone will
be in the store and see you get your store credit and then they will
try to return their used purse and when Coach refuses they could sue,
and then everyone will hear about it and then they have to do it for
everyone and then....they aren't making money anymore.
Ok, so that's a little dramatic, but you get my point? I know a
company who takes back anything at anytime, and their profits keep
going down because people buy shoes for events and return them.


Payless shoes by SumnerMan Wed July 2, 2008 @ 3:26 PM

by dottiejean28 Posted Wed July 2, 2008 @ 7:35 AM

Can I have it??? I'll pay you 50 bucks!I'm a struggling student and I
could use a nice purse to lift my spirits...I hope to buy my own coach
bag when i receive an economic stimulus check.


make sure it's not too heavy for you! : ) n/t by RedheadwGlasses Wed July 2, 2008 @ 8:52 AM

OMG...ROFLMAO by dulynoted Wed July 2, 2008 @ 4:35 PM
by SusanB Posted Wed July 2, 2008 @ 2:41 AM

The Coach website (under "Customer Service" clearly states that "New,
unused merchandise may be exchanged or returned". Unfortunately, you
are trying to return a used bag you purchased approximately 9 months
ago so the case is closed. It was your responsibility as the consumer
to determine for yourself whether or not the bag was too heavy once
loaded and you should have tested it out before actually using it.
You have no justification for a "case by case exception" and should be
grateful that they offered you a 40% discount.


I was a little shocked by Donno Wed July 2, 2008 @ 10:49 AM

Yes...It is not Coach Rental by Marty5223 Wed July 2, 2008 @ 3:55 PM
by Jessica P. Posted Wed July 2, 2008 @ 1:42 AM

Maybe your daughter could have returned it for you while you were
recovering from surgery.

I would never spend that much on a purse I was iffy about. If it sat
in the closet for months and wasn't being used, why'd you buy it in
the first place? I realize that you don't want any extra stress on
your injured knee, but purses are getting heavier and heavier in the
last few years. Bigger is better. If you can't carry your office and
your children's lives in a bag, what's the point?

Also, did they print the return policy on the receipt? I happen to
think the 40% discount is more than fair if it's been 8 months. Also
it's not clear that you went into the store for the refund.

I just bought a Dooney & Bourke and I tell my friends I'm working my
way up to Coach.


by SumnerMan Posted Tue July 1, 2008 @ 1:27 PM

The major change that has taken place in the retail world is that
returns/exchanges have been made stricter because of actions taken by
people like you. As a manager the only thing I'd do for you would be
to give you back the markup on the bag thereby insuring that at least
the cost would be covered. This 40% discount offer on a future
purchase seems like it's an offer in that direction.

by YouAreKiddingMe Posted Tue July 1, 2008 @ 4:54 AM

If the policy works for the store, why change?

Seems to me that you could have picked up the bag and put a few things
into it before paying $500 for it. You know, try it out ... take a
little personal responsibility.

Why should the store now take a hit for $500 just because you regret
the purchase?

I don't see the store doing anything wrong here. They've offered you
a generous discount. If you really do spend thousands of dollars
there, 40% is great ... even if only on a single purchase.

Learn from this. Next time when you're buying an expensive item ...
try it out first.


I thought this was a bit strange also... by dulynoted Tue July 1, 2008 @ 1:23 PM

by Jude Posted Tue July 1, 2008 @ 1:24 AM

I'm feeling kind of embarrassed here. I bought a car last summer for
700 dollars.

Going forward, I shall call it my purse on wheels. ;)


500 for a purse? by KAREN H. Mon July 7, 2008 @ 1:28 PM

by ams1001 Posted Mon June 30, 2008 @ 9:41 PM

"if not how would CHANGE take place."

Presumably, their policy works for them. If they wanted to change it
they could do that at any time. Deciding whether or not to make
exceptions on a case by case basis (which I believe any manager should
be able to do when the situation warrants it) has nothing to do with


by dulynoted Posted Mon June 30, 2008 @ 6:44 PM

In response to your question regarding how to know if it will be
comfortable to carry or not...ask the clerk to put a few items in it
and let you hold it, put it on your shoulder, etc to see if its
comfortable. If I was spending $500 on a purse I would surely want to
make sure it was what I wanted.
And it must really look like it was used more than once if Coach will
not take it back.

by DSG12 Posted Mon June 30, 2008 @ 5:56 PM

What "few items" did you put in the bag- bricks? I mean, really, how
does that work? Obviously (at least, I would THINK) you picked up the
empty bag when you were buying it. You must have gotten SOME feel for
how "heavy" said empty bag was. Then, if you cram it full of junk,
that's YOUR doing. Maybe you shouldn't carry about everything and the
kitchen sink in your purse...


The process you describe by Donno Mon June 30, 2008 @ 8:17 PM

..... by DSG12 Mon June 30, 2008 @ 10:49 PM

I think he was being sarcastic...and agreeing with you. (n/t) by Michelle O. Tue July 1, 2008 @ 12:24 AM

by brookeanne Posted Mon June 30, 2008 @ 5:00 PM

Does pay less have purses? If so you could get a lighter one for much
less. If I purchased (never would) a $500.00 purse I damn sure make
sure I would be able to use it. It's like trying on shoes you kindda
know what works for you.

Heck I probably would have asked if I could put all the stuff in my
purse in the new one to be sure it's ok.

by Richard S. Posted Mon June 30, 2008 @ 4:56 PM

And people wonder why Target has such a stricy return policy.

It is because of people like the OP who abuse the system.

How long after buying the purse did the OP discover it was to heavy
for her to carry around?

She was recovering from knee surgery, not in a coma for nine months.

She could have had a family member return the purse in a resonable
amount of time.

I think the OP is having financial difficulties and wants the price
she paid to pay for current expenses that is why she is refusing to
accept the 40% offer.

Two more question: Why does one need a $500 purse? Is a $50 purse just
as good as $500 purse?


To answer your question, by BellaSera Mon June 30, 2008 @ 7:11 PM

Heh... by ams1001 Mon June 30, 2008 @ 9:35 PM

There IS a difference in quality by RedheadwGlasses Tue July 1, 2008 @ 12:04 AM

Dooney & Bourke by BellaSera Tue July 1, 2008 @ 8:25 AM

I like the plain coach stuff by RedheadwGlasses Tue July 1, 2008 @ 8:33 AM

You don't really "need" it....but by Simbabe54 Tue July 1, 2008 @ 8:46 AM

My sister.. by Harleycat (aka Usual Suspect #2) Tue July 1, 2008 @ 9:47 AM
by dottiejean28 Posted Mon June 30, 2008 @ 4:17 PM



by All About the Branding Posted Mon June 30, 2008 @ 4:04 PM

On another read, I have to say: shame on this manager.

Rene is asking for (and I quote) "a resolution to a 500 bag that I
cannot carry."

The manager, instead of working to find a resolution to this problem,
offered her a 40% discount.

The resolution, dear manager, is "don't carry it."

Problem solved, eh?

Oh, Rene... you didn't want THAT resolution. You knew the
one-and-only-one resolution you'd accept: a full and complete refund.

This has nothing to do with the fact that you couldn't carry the bag,
and everything to do with you wanting a refund. You reason is
irrelevant, don't you think?

Reason for return: customer doesn't want.


by Donno Posted Mon June 30, 2008 @ 3:49 PM

After reading a few posts below, I agree the OP should be recognizing
good customer service.

The OP picked out and bought her purse for $500. Naturally, with such
an expensive item, she chose it carefully. However, she decided after
using it she didn't like it that much.

So she goes back to the store. As a regular customer, they respond to
her complaint about her bag and say "It's used, so naturally we can't
take it back, but here is what we'll do since we value you as a
customer. We'll give you 40% off any bag in the store."

She obviuosly liked the way the first bag looks, because she bought
it. She could use it on occasions where she doesn't need to carry her
heat along with her. Then she has a second purse (which she would
have obviously bought in the near future given her purchase history)
for when some other color is appropriate.

Instead of thanking them for their gracious offer, she asks for store
credit for the full purchase price of the used bag. Unless Coach has
a "Use it for a year, and if you don't like it we'll replace it"
guarantee, I don't understand the OP's request. I think she should be
thanking them.


by All About the Branding Posted Mon June 30, 2008 @ 3:19 PM

I must admit, I don't show Coach. So, if anyone out there has a Coach
receipt, maybe you can check this...

From what I could find on their web site, there appears to be no
specific time period for returns. However, the item must be unused
and must be accompanied by a receipt.

May I ask: does this bag appear to be totally unused? Or does it have
some "evidence" of use?

Understandably, an expensive item like this... you'd assume that the
store could take the loss of accepting back the bag.

Heck, they've offered you a 40% discount on a future purchase.
Surely, they can see a mildly used Coach bag at a 40% discount. I'll
bet there's someone out there that'd love to have a $500 purse for the
cut-rate price of $300.

Or does this diminish the brand?


by Hello Kitty Posted Mon June 30, 2008 @ 2:30 PM

I'm confused. Are you saying that you discovered it was too heavy and
tried to return it NINE months after the date of purchase?

And that you (seriously) are offended that they won't give you 100
percent store credit?

Color me shocked, and a little appalled, frankly. I love coach and I
would be thrilled to have been offered a 40 percent store credit on a
9 month old used bag. I think it was a very generous offer on their
part, and it's a shame that you're complaining instead of writing a
complimentary letter, like you should be.


by BellaSera Posted Mon June 30, 2008 @ 2:06 PM

"My daughter returned a 25 dollar pair of shoes to Payless no
questions asked and was given a store credit. Friends tell me they
return items months later to Nordstroms and are given a refund."

So? Those are Nordstroms' and Payless' polices, not Coach's.

"I understand store policy but to every policy there must be a case by
case exception if not how would CHANGE take place."

In other words, you understand store policy as long as an exception is
always made for you. But it sounds like they already are willing to
make an exception, considering they are offering you a very generous
40% discount on a future purchase despite the fact you are trying to
return a used item outside of their return window.

By the way, how long was it between when you purchased the bag and
when you had knee surgery? Couldn't you have returned it in that time


maybe her daughter could have returned it for her? by SuzieCat Mon June 30, 2008 @ 2:18 PM

Y'know? by MA Cunningham Mon June 30, 2008 @ 2:33 PM

*chuckle* by Donno Mon June 30, 2008 @ 3:34 PM

I've had major hip surgery.. by Harleycat (aka Usual Suspect #2) Mon June 30, 2008 @ 3:30 PM

by Harleycat (aka Usual Suspect #2) Posted Mon June 30, 2008 @ 1:27 PM

Sorry but you are outside of the return window. I think they are
being more than generous in offering you a 40% credit.

How long did it take you to decide it was too heavy? You expect them
to take a loss because you procrastinated and that's not right. I too
have had numerous surgeries and I always managed to return something
if necessary.


by RedheadwGlasses Posted Mon June 30, 2008 @ 1:20 PM

You missed the return window. If you really wanted to return it, you
could have had a family member do so for you. You just want your $500
after blowing it on an expensive purchase.

No soup for you.


by SuzieCat Posted Mon June 30, 2008 @ 12:59 PM

You may want to try selling the bag on ebay. I checked, and as of
today, it is going for around $300.

Combine that $300 with the 40% off Coach is offering and you have
yourself a great deal!


That's what I would say too by ~Fiâi-la-âlea~ Mon June 30, 2008 @ 3:19 PM

I didn't read this as... by All About the Branding Mon June 30, 2008 @ 3:22 PM

by Donno Posted Mon June 30, 2008 @ 12:51 PM

Easy. Pick it up. As an experienced Coach customer, who has spent
"thousands of dollars" there, surely you know when a bag is too

I don't think they owe you anything. The bag is evidently not in new
condition. Many stores will not allow you to return new product after
months, but you want to return a used product.

Why should they make an exception to their policy? Because you bought
something, used it, and found it didn't meet your needs? That isn't a
good reason. There is a name for what happened to you. It is called
Buyer's Remorse.


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