COACH - Santa Clara, California

Z Xue

My recent experiences at Coach left much to be desired. On two separate visits, I encountered service issues that were hard to overlook.

During my first visit, I arrived in the store with the intention of exploring their bag collection. Surprisingly, for the initial 10 minutes, no sales associate offered their assistance, even though I was the only customer present in the store. It was quite disheartening to feel ignored despite their staff being readily available. Eventually, one sales associate approached me, seemingly as an afterthought, and inquired if I needed any assistance. As I tried on different bags, I found myself struggling to adjust the straps and accessories without any help from the staff, which was rather disappointing.

My second visit to the store was equally underwhelming. This time, I had come to collect an online order. Unfortunately, the sales associate's attitude conveyed impatience and disinterest in assisting me. Without even offering to inspect the bags to ensure their condition, she promptly placed them in a bag and sent me on my way.

These experiences have left me feeling less than satisfied with Coach. The lack of attentive customer service during my first visit, combined with the indifferent attitude of the sales associate on my second visit, has certainly impacted my perception of the brand. I hope Coach can address these customer service issues in the future to ensure a more positive shopping experience for all patrons.

Judy Lai

款式新，服務人員親切，逛起來沒壓力！

Evander Quijas-Torres

Amazing shopping experience from start to finish. I was greeted with a warm when walked I in. I was asked various questions so they could recommend me certain products based on what I was looking for. The bag/wallet selection is amazing and very colorful. They offer Coach Create and Monogramming as well! At checkout they made sure I understood the return policy and other services offered like complimentary bag cleaning. Very professional and friendly staff!

Steven

Dang helped me during the holiday season in 2022 and was extremely helpful and patient with me (over an hour) deciding on bags. I’ve always come to this store to browse the latest collections and this place always has great selection, quality, and value that luxury brands don’t necessarily focus on. Staff are pleasant and are quick to help you when asked with no pressure. Thanks!

Trinh Nguyen

Low quality. My cardigan lost its form and got so much smaller after first laundry sadly. So I stoped by the store to see if there is any available options for help. But they don't ever care about me at all..

Yecky Cambo

Rude employees. I’ve had amazing experiences at other coach stores so my standards are set high - as they should be for any luxury brand store.
I walked into this store and walked back out probably 2 minutes later.
They just want to make a sale and get you out. I get it. That’s basically your job. Just do a better job of making me feel welcome. As a luxury brand employee, you are suppose to make me feel special so I spend more money there.

Claudia Chiu

Had the strangest experience. Stopped by this location to purchase a scarf, and the moment I stepped inside, all employees were on their phone. While I was looking at the options, an employee just stood behind me looking at her phone, which was just so weird. Like if I were stealing something, how are you going to catch me? Unfortunately the scarf was nice, so I purchased it. When the lady was packing the scarf, she used the tissue paper wrapped scarf to WIPE THE REGISTER. I was so confused... Do yourself a favor and just buy from the online store.

David Fotland

So this happened. My son bought my a $95 passport holder for christmas at the Valley Fair store. He asked, "if i pay cash can he get a cash refund?" The answer was yes. I just came to return it. The manager refused to give me a refund with the gift receipt, as promised. My only in-store option is exchange for a $200 wallet. Do not shop at Coach for a gift. They don't honor their return promises.

Update: I called Coach customer support and they are processing the return. Bottom line, don't buy at this store. Browse, then buy online, where you will be treated well.