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I Love Coach Factory Online Sales, but Their Customer Service is Baffling

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Okay, so just this morning I waxed poetically about how awesome Coach Factory sales are, but their online Customer Service is truly not for the faint of heart.

I’ve been having an issue with getting a friend of mine an invite to register for an account. She loves Coach handbags and can’t wait to partake in an online sale. So she’s able to register on her own, but if she registers with a referral from me and makes a purchase, I’ll get a whopping $10 to spend myself the next time I’m ready to purchase a bag.

Coach Factory Membership Page

It doesn’t really matter if she registers with me or with Coach directly, but I’m starting to get a little frustrated in the referral service.

You see it’s like this…

Me:
Hello,
I’m trying to send a friend an invite, but the emails are not being received (we’ve tried using more than one email address for her to get the invite link.) Can you tell me what my referral link is please? I’d also love to add the link to my website: //geekwithstyle.ca

Thanks for your time,
Aeryn

 

Them:
Dear Aeryn,

Thank you for your email.

The invite a friend offer is a feature that allows the invitee to register for a chance to shop on coachfactory.com. It does not give the invitee the immediate option of shopping during the current event.

Coach has not sent any new invitations to shop at this time for individuals that have registered through the invite a friend offer. Our link
https://www.coachfactory.com/store/default/customer/account/login/

We apologize for any confusion this has caused. If you have any other questions or concerns, please do not hesitate to contact us.

Sincerely,

Yani
COACH Online Consumer Service

Me:
Hi Yani,

So they won’t receive an email to register even if there isn’t a chance for them to shop at the moment? Because they have not received an email to register an account yet.

Thanks for your time,
Aeryn

Them:
Dear Aeryn,

Thank you for your email.

We are sorry to learn you experienced difficulties with your attempts to register your friend via our invite a friend program. That is correct. Your friend will be able to register, but they will not be able to sign in until the site is open and they have received an official invitation to shop from CoachFactory.com.

We apologize for any inconvenience this may have caused. Thank you for taking the time in contacting us on this matter.

If you experience any further complications, please do not hesitate to contact us.

Sincerely,

Nubia
COACH Online Consumer Service

Me:
So what can they do to register if they still haven’t received my invitation to register so that I can still receive $10 for whenever they receive an invite to shop?

Thanks,
Aeryn

Them:
Dear Aeryn,

Thank you for your email.

Your friend can go to www.coachfactory.com to register manually. However, in order for you to receive the $10 refer-a-friend credit, she would need to register through the invitation email.

If you have any further questions, please do not hesitate to contact us.

Sincerely,

Dustin
Coach Factory Online Consumer Service

….

So… sounds like I’m SOL if I want to refer people to their site. Am I wrong in thinking they’ve acknowledged that there is an issue with their referral program, but are essentially going to do nothing to fix it? And I guess I walked into Dustins response about buddies being able to register directly from the front page. *rolls eyes*

The upside of all this is that Coach is extremely quick to have a response sent back to you! Forget having to wait 48 hours for a reply, these guys get back to you in roughly 15 minutes, so kudos for that.

Reading over my emails to them, I can see I forgot to utilize even grade 4 grammar, but were my emails really that difficult to interpret?

Am I reading their responses wrong? Is the answer I’m looking for there?

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Living in Superman’s Metropolis (aka Toronto, Canada), Aeryn Lynne found a way to entirely over-share everything she loves, and make a career out of it! Ultimately a geek, she waxes poetically over technology, squees over comic art, hunts down the nerdiest places to visit and literally sparkles, thanks to her makeup addiction.

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10 Comments on “I Love Coach Factory Online Sales, but Their Customer Service is Baffling

Diane White
January 27, 2013 at 5:33 am

i have never recieved a credit its been 2 years lolol but yea that response is contradicting

Reply
Debbie Bashford
May 27, 2013 at 12:37 pm

I find some companies so irritating it’s like they don’t even read your email

Reply
skeetersden
July 14, 2013 at 10:21 am

Well I am glad that they don’t ship outside of the US or I could be in serious trouble if they did.

Reply
aerynlynne
July 15, 2013 at 10:39 am

skeetersden *cough*  I really don’t want to lead you into serious trouble, lol, but they do ship to Canada. 😉  They use DHL (at least they did for me,) and I believe it was roughly $20 for s&h, which even with the steep fee the purse was still a really great price! 🙂

Reply
skeetersden
July 15, 2013 at 10:53 am

aerynlynne skeetersden  that’s weird, looking at their FAQ’s and it reads
SHIPPING INFORMATION
Where can I ship my order?
Orders can only be shipped within the Continental US. Estimated time includes processing and shipping.
Am I on the wrong site? https://www.coachfactory.com/store

Reply
Aeryn Lynne
July 16, 2013 at 10:19 pm

I’ve just tried purchasing a handbag, and the shipping has gone up six dollars (but they now accept PayPal, OMG now its too easy to buy something, lol.) This is what I got for the shipping option:
Canada Shipping DHL (4-5 Business Days). Signature Required on Delivery. $26.00

And yep, its definitely coachfactory.com 🙂

Reply
katie
September 19, 2013 at 3:11 pm

Hi Aeryn, how long did it take for you to receive the order from the date you placed it at coachfactory?

Thx

Aeryn Lynne
September 19, 2013 at 10:16 pm

Hi Katie! Its been a really long while since I made a purchase on Coach Factory, but I don’t believe it took very long… no more than two weeks I’m sure. Sorry I couldn’t be of more help.

moon
November 26, 2013 at 1:14 am

DHL charge you how much when they deliver,my friend send me some shoes from US,for the shipping my friend already payed 100bucks,when it delivery i pay 19.91 bucks for delivery,the box just value 30bucks ,i’m shocking!!!!

Reply
Aeryn Lynne
November 26, 2013 at 1:25 am

Oh wow! Sorry you went through those charges – maybe talk to DHL about them? DHL is the only company that has yet to charge me anything for delivery. *knock on wood* Those shoes must have been pretty heavy for $100 shipping cost!

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