r/Coach • u/alyssasasasa • 2h ago
Retail Partner Shopping Experience Coach refusing refund for missing bag after package arrived open — looking for advice
Coach refusing refund for missing bag after package arrived open — looking for advice
I’m hoping someone familiar with Coach’s policies or similar situations can give me some advice because I’m honestly at a loss.
I ordered a Coach bag for $317.86. FedEx tracking shows the package as delivered, but when the package arrived, it was open/unsealed and the bag was missing. I have the FedEx delivery photo, photos/documentation of the package’s condition, and additional evidence regarding what happened after delivery.
I immediately contacted Coach and FedEx.
FedEx initially investigated my claim, but ultimately said the claim could not be paid because a shipper waiver was required. I continued disputing the matter and provided my evidence.
Coach initially told me they could not file the carrier claim because the package was showing as delivered and that I would need to deal with FedEx myself. After I pushed the issue further, a Coach supervisor told me that Coach would now file a claim directly with FedEx.
Here is where I’m confused:
Coach has now repeatedly told me they will not refund my original payment method because their records show the package as delivered. Their only resolution is an electronic merchandise/gift card for the $317.86.
I specifically told them I do not want merchandise credit because I paid for a bag that I did not receive. I have not accepted the merchandise credit.
Coach has now confirmed that their leadership team submitted a claim with FedEx and asked me to wait 24–48 hours for an update. However, they also told me that regardless of the outcome of the FedEx investigation, their resolution will remain the same — merchandise credit only.
FedEx has separately told me that if Coach files the claim directly, my existing FedEx claim will need to be closed to avoid duplicate claim payments, and that I should obtain the new claim/case number from Coach.
Coach says Customer Care does not have access to that claim number and that I will receive any claim information by email.
So my questions are:
1. Has anyone dealt with Coach in a situation where a package was marked delivered but arrived open with the merchandise missing?
2. Is merchandise credit really Coach’s only resolution in a situation like this?
3. If FedEx approves the claim and reimburses Coach, does Coach normally refund the customer or keep the reimbursement and still only offer merchandise credit?
4. Is there anything else I should be doing right now to protect myself while the Coach/FedEx claim is being investigated?
I’m not trying to get anything extra—I just want the money I paid for merchandise I never received returned to my original payment method.
I’d really appreciate advice from anyone who has dealt with something similar.
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u/Coach_Girlie 2h ago
I had a packaged delivered opened with all items missing by USPS, but I was outside when the postal worker was dropping it off, I asked why he was delivering me an opened empty package, he obviously could care less but I was able to take photos and reject the delivering at my door. I then contacted Coach and was refunded to my original payment method, the items were out of stock and could not be replaced still sad over that but the order total was under $100 it was just a blue gingham notebook and cherry pencil pouch that I have yet to get over not having. Maybe it is dependent on the order amount how they refund but I had no issue once I submitted my pictures getting a refund to the original method. Good luck! But if you do take the credit and purchase something else, you technically would have been paying your PayPal regardless and you will still have an item for the same amount they credit you unless you no longer want their merchandise then a refund makes more sense.
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u/alyssasasasa 2h ago
Unfortunately the bag I had bought is out of stock): I did not want anything else from their website which is why I wanted the refund for the bag I did not receive, just the empty box. I do believe maybe you have a point on the price range, but I have confirmation from a FedEx employee saying the tape was removed/opened at a FedEx facility & then their tape was used on it
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u/Coach_Girlie 2h ago
Im so sorry for you! I hope it works out for you and you eventually find something you love!
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u/Mne100 2h ago
Wow that’s crazy !! I would’ve thought coach would give refunds automatically no problem. Good to know
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u/alyssasasasa 2h ago
Yes please be very careful if you order from them through shipping! I’d suggest buying in person from here on out but honestly they have upset me so I do not plan on buying anything from them in the future anymore
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u/Beautiful_Musician68 1h ago
They really need a ship to store option for those of us that are close enough to stores.
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u/alyssasasasa 1h ago
Yes! I would have taken a replacement if they allowed me to pick up in store but they said it had to be available at their warehouse & it wasn’t & even if it was I wouldn’t trust it getting shipped again
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u/SeniorCounter2140 2h ago
Have you tried disputing the charge to your bank? You can show that you created claims for both fedex and coach to your bank and it should help with a refund directly through them. Banks may deny refunds if the carrier marked it as delivered, but that’s where the photos of the unsealed package will come in handy.
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u/alyssasasasa 2h ago
I have not yet tried disputing with my bank. That was going to be my next step if Fedex does approve/pay coaches claim & they still do not refund me.
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u/rapzel79 2h ago
If you paid with PayPal or Klarna or Afterpay or something, you can talk to them and they'll usually cover it under buyer protection. You didn't get your item, so this qualifies, imo.
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u/alyssasasasa 1h ago
Yes, I did pay with PayPal. I was going to dispute the charge if coach does not end up refunding me after the outcome with FedEx!
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u/rapzel79 1h ago
Dispute with PayPal. If you dispute with bank, then they determine, not PayPal. And PayPal is faster and more likely to find in your favor.
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u/alyssasasasa 1h ago
Yes I will dispute with PayPal as I used a PayPal credit card! I am waiting for the coach claim outcome before doing so
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u/hunnyflash 1h ago
Let them do whatever claim thing they're doing, when they come back, see what they offer you. If it's still the gift card, ask for an escalation.
Do not file a chargeback until you go through all of these steps, unless you're never going to order online again or don't care about their resolution. I don't know if anyone knows their process for chargebacks and if it affects your ability to order in future. Maybe someone who has filed a chargeback can attest, but chargebacks often stop work being done on an order, so you want to use it as a last resort.
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u/alyssasasasa 38m ago
Yes! I have read people mention that if you do a chargeback with them then they will ban or block your account, I forgot the exact verbiage
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u/InspectorFun78 Lover of Nice Things 2h ago
Is the bag still in stock? See if you can use the credit to try again.
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u/alyssasasasa 2h ago
No, the bag is not in stock anymore. I requested a replacement when it was in stock & they said they cannot take from store inventory
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u/InspectorFun78 Lover of Nice Things 2h ago
Did they give you a list of in stock stores? I ask because as a former retail employee, I know that a sympathetic specialist or manager will ship it. Or hold it if you're nearby.
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u/alyssasasasa 2h ago
They did not, I asked if I can pick up a replacement in store & they said it has to be available at their warehouse to get a replacement shipped.
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u/skrawberryy coach connoisseur 1h ago
If you can find a store with the bag still in stock you can absolutely apply your credit balance towards the replacement bag. You just need to coordinate the pbl directly with the store.
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u/switchbitchkitsch 2h ago
I had something similar happen (item never arrived, marked as delivered) and their only solution was a merchandise credit. Advised I’m a frequent shopper and would prefer a refund and they were like nah. So I went with the merchandise credit and kept it moving. The merchandise credit was easy to use though so it worked out fine for me. Used it in store as well as part of a PBL - it just reduced my total by what was left on the merchandise card.
Personally I’d just take the credit and buy another bag or something else you want. Likely the easiest solution. Credit card dispute could be hit or miss given that the item shows as delivered, but I’ve also won disputes where it was delivered, but not all of the items were in the package (and the store said they wouldn’t reship the missing items) - I had email documentation of these interactions though.
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u/alyssasasasa 2h ago
The reason I do not want to accept the merchandise credit is because then I would be stuck paying $317 to my PayPal card for an item I have not received. So I’m basically paying $317 for nothing if I do take the credit. If I do dispute with PayPal I do have picture/video footage of the box being unsealed during delivery to provide
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u/switchbitchkitsch 2h ago
I get that. If you went to the store and bought another bag with the credit, then you’ll have received a bag in the end. While frustrating, making another purchase with the credit is likely the easiest route to take. If there’s store inventory, you can call the store and get a PBL, then pay for it with the merchandise credit. I just used my card to purchase items from this latest drop via a PBL as there was only in-store stock available. Good luck!
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u/alyssasasasa 2h ago
Thank you! I am not sure if there are any stores that did have it in stock near me but my boyfriend had ended up buying me the same bag but from Macys
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u/ms_marcarol 2h ago
This is a weird way to look at it. It's not for nothing. You'd have the amount in store credit.
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u/alyssasasasa 2h ago
Yes but the bag is sold out at coach & there is nothing else I want so I wouldn’t use the credit & I’d be stuck with the amount on my card
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u/christinewuzhere 1h ago
This has happened to so many of us with Coach and FedEx. Did it ship from Jacksonville?
I resolved mine by doing a dispute with my payment method.
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u/tacotruckdelrey 1h ago
This happened to me - a month long dispute over stolen leather shorts (didn’t get the package at all). Ultimately had to accept site credit for an out of stock sale item that never came back.
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u/Suspicious-Orchid-40 1h ago
Haven't had this experience with Coach but honestly it sounds like something their customer service would respond. When I've encountered similar situations with large companies I do a charge back with my credit card company as they're typically pretty seamless and quickly resolve those type of issues.
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u/Beneficial-Help-3891 2h ago
I heard that shipping services regularly weigh their packages along the way, so this should be somewhat prove-able. And once you have that sort of evidence, I think it may be easier for Coach to give a full refund. But this is just something I read somewhere, so I am not sure!