Public Mediation

Coach Inc-Dispute-#4648635

P. D. vs. Coach Inc
Amount Involved: Other terms
Complaint(s): Bad business practices
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Coach Inc
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 4648635
    • Amount Involved: N/A
    • Filed On: Sep 08, 2011
    • Posted On: Sep 23, 2011
    • Complaint(s):
      • Bad business practices
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"Told by an employee of Coach Braintree, MA that you could have a Coach handbag repaired if you paid $20 and sent it to Coach Repairs Dept in FL. The stitching on the end of the handle had come undone where it attaches to the metal loop. They sent the unrepaired bag back stating "our craftsmen have determined that we are unable to repair your item". They offered a 40% discount on my next Coach purchase (only valid at full price stores). So now I am out $20 and have to spend additional money to get a "discount". It seems that a "craftsman" should be able to repair a handle."
...
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What Claimant Wants Hide
What By When How Much
1. Repair: Bag handle Sep 23, 2011 N/A
2. Replace: Bag handle Sep 23, 2011 N/A
Non-cash: 2 items
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "The $20 payment referenced covers shipment of the item to and from Jacksonville, Florida where Coach's customer service and repairs department is located. Our experts attempt to repair every item received but sometimes that is not possible. We cannot repair every type of damage that occurs and do not carry replacement parts for all older styles. We regret the inconvenience but cannot assist Ms. D'Agostino any further. The 40% discount was a gesture of goodwill on our part and we are disappointed that it was not received as such.

    - Coach."

This claim will remain posted until resolved.

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Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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