I visited this Coach Outlet specifically to purchase a Wesley tote after being told by another Coach retail location that it would be available here. Unfortunately, that information was incorrect, which was disappointing from the start.
When I arrived, I was directed to Diana, who was working on the men's side. Diana was absolutely wonderful professional, patient, and genuinely helpful. She made me feel welcome, and I highly recommend her. She is exactly the type of associate who represents the Coach brand well.
After taking a few minutes outside the store to think about my purchase, I returned to find that Diana had gone on break. I asked if someone else could assist me, and I was handed off to another associate (a white female whose name I unfortunately did not catch).
The difference in customer service was striking. I felt that I was treated differently from the moment she began assisting me. She briefly checked for the tote I had decided to purchase and returned saying there were no packaged ones available. Rather than offering to package the display bag, check for other options, or suggest an alternative color, she simply stated they had none available, turned around, and walked away. She then stood behind the register appearing to avoid any further interaction, despite not actively helping another customer.
Her demeanor came across as dismissive, condescending, and uninterested in assisting me. Based on the interaction, I left feeling racially profiled. While I cannot speak to her intentions, that was the impact her behavior had on me, and it made what should have been an enjoyable shopping experience feel uncomfortable and unwelcome.
This was my first negative experience at a Coach store, and it was disappointing because I have always associated the brand with excellent customer service. If I return to this location, I will make every effort to work exclusively with Diana, whose professionalism and kindness stood in sharp contrast to the treatment I received from the other associate.
I ultimately chose to shop elsewhere. The team at Michael Kors was welcoming, helpful, and attentive, and they were also offering an additional 20% off their sale items. Their excellent customer service made the decision to purchase there an easy one. read more
