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

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.

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: http://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?