Amit Dayal

I really love coach brand, and both coach stores that I have gone to for the past two decades. First downtown Chicago and now oak brook. I have shopped there every 2 yrs or so. This past month the service was excellent - the salesperson was kind to me and my daughters. We bought a purse for my wife. Unfortunately it wasn’t to my wife’s taste. We went to exchange it things did not go so well. We didn’t have the email receipt (8 days later) , my credit card shows the purchase and my purchase history are easily viewable on the stores own records. The purse was still in its gift box and still had the safety wraps on it….. it was the same salesperson. The salesperson was told that we couldnt exchange it for a different style as per thr managers instructions without the original receipt (records and purchase records were easily seen on their records and my card purchase history )

I respect coaches policy - the manager should have participated initially. I went back to the store shortly thereafter and received a different story from her. The exchange parameters changed. She was unapologetic bordering on insulting. Her affect is not good for a service industry job, maybe it’s just a bad day for her. The salesperson was very nice. I will still patronize coach, just drive downtown instead.