Coach review: Mail order passport case with monogram

I ordered a black leather passport case with the monogram "WMC" on November 15, 2023, Order # CUP02280834. This was a gift. It arrived on November 22, 2023.

I went to wrap the item as we were giving it as a gift. It was then that I saw the passport holder had no monogram.

I called the customer service number on the card that came with the wallet, [protected]. I believe this was on November 29th.

I spoke to 2-3 representatives. I was on the phone for almost an hour. Everyone I spoke to was truly stumped. They were completely confused. It wasn't until a manager finally stated that she would order another one with the monogram I ordered and put a rush on it.

Because the wallet was a gift. For a retiring judge (my husband and I are attorneys).

I received the replacement on December 4, 2023, order #CUP02280834. Again, there is no monogram. Just a plain black leather passport holder for $95.00.

So, I called Coach on December 4th (last night) at [protected]. I spoke with Keiyana.

After about 20-30 minutes of me holding while Keiyana tried to get her thumb out of her ear, she told me a new #3 passport holder was now ordered with the monogram of WMC in Navy. She put a rush on the order because I explained it was a gift.

She sent me a label to mail back the passport holder I currently had. The one you all sent without the monogram.

I mailed it today, December 5, 2023. So, I guess I'm a sucker. Because now I have nothing.

I received an email tonight stating the following:

"Thank you for contacting us regarding your order. We can definitely assist you with this.

We understand that receiving your order CUP02280834 without the monogramming can be frustrating, and we sincerely apologize for any inconvenience this has caused. We have reviewed your request and processed a replacement for you, which has arrived in the same manner as the original. We are truly sorry that we cannot process a replacement for the third time, but we are here to assist you in any way we can. We would be more than happy to help you return both items for a refund and guide you through placing a new order, including the monogramming. Please do not hesitate to let us know how we can be of further assistance.

Should you like to speak with someone directly, please feel free to contact us. Any of our Customer Care Professionals will be happy to assist you.

Regards,

Keiyana

Coach Customer Care

888.262.6224

Here is the problem:

What I have: Nothing.

1- No passport holder with monogram. Even though, last night, it was on its way with monogram this time.

2- No passport holder without monogram because I faithfully mailed the old one out today. (Guess I'm a sucker).

3- But still... a $95 charge on our American Express.

4- I now have nothing. Nothing. Nothing.

When I complained tonight by replying to this obnoxious email I received from Keiyana (see above), this is what I received from yet another one of your idiot representatives.

Hi Karen,

Thank you for contacting Coach.

We truly apologize for any disappointment this has caused. Should you like to speak with someone directly, please feel free to contact us. Any of our Customer Care Professionals will be happy to assist you.

Regards,

Faith

Coach Customer Care

888.262.6224

Are these the kind of people Coach wants representing their company? Not problem solvers and liars. We promise... oops... no, we don't. Pathetic.

I am done with Coach. I will never, ever, never order or buy anything from this company again.

Why? Because Coach has literally stolen my money.

This is the most shameful customer service I believe I have ever encountered. As attorneys, my husband and I encounter many thieves. But never have I been swindled by a company like Coach USA.

Merry Xmas.

Karen and Gregory Forman

32 Pinckney Street

Charleston, SC 29401

[protected]