Coach

Beautiful shop and products, pity the customer care is lacking.

Took a handbag to be fixed / if not exchanged. the staff were polite but not very helpful. They suggested I try another shop of theirs instead of getting one sent to them.
Didn't even offer alternatives .
Very disappointed.
Real shame, I love these handbags but will think twice before shopping at this store ever again

I popped in this particular store about couple of months ago as I really liked a friend of mine handbag and wantedto check them out myself.

At present I am a Fitness coach( my background is retail management) and my appearance wasn't the best to be honest, but I wasn't judged- quite the opposite in fact. The store supervisor Siobhan answered patiently all my questions, told me the story behind the brand, and even offered me a glass of bubbly - I was won over!

I didnt make a purchase then, but came back in a few days and purchased my first Coach handbag - a Market Tote in deep coral. Since then I got a red "Rogue"(which I absolutely love) and will be going later to collect a jelly green "Turnlock Saddle" which was ordered by the Manager.

Personally for me the customer service is excellent ( with Sobihan standing out) and I cannot believe how many 1* reviews the store has.

I have been to the Flagship store on Regent Street several times, but personally prefer the service in Westfield and will make all my purchases in the future there.

Terrible and extremely rude service from the shop assistant.

1. Urgeing for payment when customer was still choosing.

2. Non-refundable warning was given AFTER payment was made. Not that I want to return the product. I was buying gifts for people overseas anyway. But shouldn't this type of warning be given beforehand not afterward?

3. AFTER the payment, the promised "7-day delivery time (for personalised product)" changed to "no guaranteed delivery time" due to busy sales season - the shop assistant knew i was leaving the country in a few days as I just requested the tax refund form - essentially the she made me buy something that I may not be able to receive.

4. Poor hand writing of the initials requested on the personalisation form,. the S looked like a 5 or J (see photo attached). When the shop assistant was asked to correct the initial, she was extremely rude.

The shop manager solved some of the issues above. But overall, i received appalling services from the shop assistant/the shop.

Excellent selection and service. Huge thanks to Ms Gabriella who has been extremely helpful, professional and most pleasant to deal with.

I bought a bag in this Coach store today, no one served me even though I had eye contact with one of the staff.

Its funny cuz this brand is not that cheap but the customer service is even worse than all the other brands.

I give 2 stars is because I like the bag.

Guys I don't know what the complaints are about, the staff here at shepherds bush westfield coach store are fantastic extremely nice and polite customer service is 10/10 THEY DO NOT FOLLOW YOU LOL they are attentive to your shopping experience 😀

Thank you Ladies at coach shepherds bush for making y shopping experience perfect 🥰

I love Coach but having an amazing customer experience only makes me like it more.

Josephine at the store was really nice to us and treated us with care and respect. I got my bag customised with my name and Jelita did a really good job.

I will definitely be going back to the store :)

Natalie is very professional, friendly and very patient sales associate. I bought my second bag since the shop opened in Westfield and I plan to buy more. Staff are generally very friendly and helpful, even when I just go for a browse.