My daughter was so sweet and wanted to buy me a Coach bag for my birthday last year, so we trotted over here to look at some designs. The bag I chose was not in stock at this location so the sales person went out of her way to order it online and had it delivered free of charge directly to my house. Two days later it arrived! My experience here was nothing but fabulous. I have been back several times since and I always leave happy. *Any bag that you purchase from Coach is under warranty for 1 year *Plenty of free parking in the lot ~ and that's all I have to say about that~ read more

See all

Honestly, my favorite store & experience. I wish I would have purchased here first because I honestly think I found my store. The associates were all amazing and helpful, the store was slightly busy but I was still in and out in a great time. read more

Checked in to pick up a last minute graduation gift for a friend. The three ladies that were working at this location, they were all so sweet. Very friendly and welcoming when I walked in. Not at all did I feel pressured or followed during my whole shopping experience. The selection they have was great. It's a smaller store but what was carried was a good variety. Shoes, of course the many choices of bags, small leather goods, both men and women's collection, accessories, sunglasses and the new cute little key charms. Also the selection of fragrance was nice. Everything was very well displayed and good to the eye. The ladies were very helpful with what I was looking for. Customer service today was perfect and it made the whole time worth it. As some place, your literally followed everywhere and then pressured to purchase. That didn't happen here and no attitude at all. Also nice to have the gift boxes up and ready for the recipient. read more

I've recently started to get back into Coach purses. Which was huge for me about 20 years ago. After that, not so much. But they completely had me in a chokehold with that Kisslock collection. So uncertain on whether I would like the large or the 14 I ordered both, once I received my order I knew I wanted to keep the large. They were extremely helpful when I went in for my return of the 14. They even offered to put me on a list to be notified when the 16 came in as that would probably be a size that I would like better. While there the associate helping me (Angelica) let me know that I could have a customize tag made for my kisslock. She was extremely helpful in guiding me on what would work best with my purse, helping select the colors and style that I would like best. I've also worked on other orders with her where it's as easy as sending her a message to let her know what I'm looking for and she'll let me know whether it's in store or if she has to order it for me. I think the price for having the tag customize was excellent. I would definitely pay $15 to make more. read more

I came in to the Coach to use their free bag cleaning service that comes with a bag purchase. While I'm born and raised in LA and this is the closest Coach location to my home, I've been away attending graduate school and purchased my purse on the East Coast. I had been in a serious car accident just 2 days prior to coming in and during the accident, hot chocolate that was in my drink compartment spilled all over my car's interior and unfortunately, over my purse. I was hoping that they would be able to just try and clean my bag, and I was very concerned about the interior suede cleaning process as I knew the sugary drink would be challenging to clean up. I spoke and worked with Izzy, the store manager, who is an ANGEL on this Earth omg. I had just expected them to tell me that they would try to do their best to clean it but unfortunately that the bag was severely damaged and that they could not possibly clean everything. Izzy heard me explain what happened and after learning that the bag was recently purchased (2 months prior), she was able to actually send me an exchanged entirely new bag. I couldn't believe it as it was happening! This was such a nice experience after my horrible car accident, I genuinely am excited to continue shopping here in the future! read more

I'll admit I have purchased very few Coach products over the past couple of decades. It was a brand that was a hit for me and my friends in middle school and maybe early high school; the bags, wallets, keychains etc. but as an adult it isn't a participant in my handbag rotation. For this reason alone, I do think the brand could use some repurposing or helpful marketing campaign (not JLo) because I'm an age demographic that wrote them off years ago and cringed ever so slightly at even the thought of making a purchase. My grandma and I do own small matching red heart shaped studded coin purses that I purchased years back for a StepUp campaign/event - some proceeds may have been going to this wonderful non profit. Everyone compliments these little coin/card wallets and I love that we match and have for years. A certain thing happened a couple weeks back... Insert some random 12year old TikTok kid who influenced me to buy a little Chalk Nolita wristlet week before last and I've purchased 3 total items in the past 25 years. This item was from none other than a Coach outlet online store. Don't worry I'm laughing at myself too but it is cute and I did take it even a step further and took the tweens advice to get the heart extender chain from Amazon. Someone send help! It's a slippery slope I'm on over here. Where were we?? The brand is great quality, that's something no one can take from them but I'd be lying if I didn't say they need an overhaul to get customers back. I typically write this store off as a thing of the past and chuckle over when I use to like it as a kid. You don't hear the Michael Kors bag type "jokes" (but dead serious) about this brand as much but I'd have to guess no woman my age is really their top consumer. I'm not saying we're all at Chanel by this age, I'm simply saying it's a brand that ran it's course many, many moons ago (similar to Lululemon which you couldn't pay me to purchase, but maybe a decade ago I paid their utility bill each month with my weekly purchases). Well... somehow I spotted their seasonal Heart Crossbody In Signature Canvas and really took a liking to it. I'm not really into signature print anything on a brand nowadays. I'd rather something a little unassuming but this bag is really adorable. I spotted it in person at this location and decided to try it on. It's the perfect little crossbody for Valentine's Day and maybe I've been away so long I felt the price was reasonable at $295, coming in a good bit less than some other bags I've picked up overseas recently (Prada, Chanel and while we aren't gatekeeping our favs my other go to's: Polene, Sandro, Maje, Strathberry) I always admit to loving high/low I'll go thrift finds to designer and everywhere in between but the reason I feel the brand needs help is simply because I know how I've felt about it and the little push I needed to give myself to realize, hey! This is cute, I want it, never mind it's this brand. Helpful, friendly customer service! I was in and out in a few short minutes. Satisfied with my purchase, looking forward to using it and encouraging more people to step back through their door if something peaks your interest because the quality of their goods is really rather nice. read more

I dropped off two leather bags for cleaning on Monday- I was told it will take 2-3 days. I called Wednesday and was told bags were drying and can be picked up later that evening. I went Thur and when I checked the bags they had not even been touched - no attempt at cleaning was made- I wasted an hour driving there and another 1 driving back. Do not recommend this place- terrible customer service. I was very disappointed in the staff and I will reconsider any future coach purchases based on this experience . read more

Had to stop by at coach to see what's new. Great store. Everyone was so nice greeted with a smile. Special thanks to Jamie for helping me. Definitely will visit again. read more

My first time buying from Coach in years! I walked in looking for a very particular bag, and SA Jamie went above and beyond to help me out. Great staff overall, I highly recommend this location if you're in LA County. Thank you so much for a great purchase experience, I will certainly be back! read more

So I am an avid coach girlie, and make a majority of my purchases online as the store is not really close to me and don't usually carry everything that is available online. I usually only come into store when I make a return, but occasionally I do like to browse while I am there. Unfortunately I've never really had a great experience that has led me to make an in store purchase because of this. Every time I make my rounds around the store no one really asks me if they can help, I usually have to request for assistance although they can see me trying on the purses or looking through the drawers. I have even given my number to a sales associate to notify me if a purse I was looking into ever makes it to the store, and nothing? I'm not going to say that the sales associates have been rude or anything to me, but I feel like they don't make an effort to help or assist, and each time I've gone I've been the only one in the store. I only ever see them speaking to each other in the front corner of the store... I'm not sure but the service is just weird here and I'm not sure I would feel the need to come to this store exactly unless I have to make a return given that it's the only one closest to me. read more

Update: The manager calles and said she would look into what happened during my visit and speak with her staff. ------------------ Walking in on a Saturday to a nearly empty stoewith three sales associates on the floor not assisting anyone. Not one of them offered to help or made any contact with me. I brought in a belt I got for Christmas and wanted to try on a different size. Without looking at my belt, I was told it was cut to size and could be adjusted at any time without telling me where or how. I came home and looked up how online only to find my model isn't cut to size. Thankfully an online rep helped me find the right sized belt at another store- the one at Beverly Center where they were very welcoming. I have been to this mall many times and this is the worst customer service I've ever experienced. read more

Terrible customer service it was as of I was invisible a man and a women saw me walk in and I walked right up to them said hi never was acknowledged and Two other people walked in after me and they looked right over me and welcomed them back into the store. I was ready to spend a lot of money for gifts to take back to Israel but will ever shop this brand again!!!! This is so wrong On so many levels and your employees need to be trained Ed better. I just left the store not even 10 minutes ago. I was once a loyal shopper this experience left a bad taste in my mouth for this store and the brand! read more

It's a hit and miss customer service. Mostly miss. For the prices you pay, I certainly expect much better service. Good products. Miserable client service. read more

I had an issue trying to exchange a bag with the location at Del Amo mall, I won't rant too much about that location and if you would like to see please check my previous review regarding that location. I called this location to try and resolve the issue and immediately the employee on the phone, Maya, was very willing to help. And on the phone call she got the details that the bag was purchased from Christmas, was bought on sale and still had no push back about trying to help me. After leaving the Del Amo location and driving 20+ miles and 40 minute drive there I came to the Coach store in the Fashion Square and asked for Maya. Unfortunately she was on her lunch but an employee went to ask how long she may be, and instead of making me wait or having me come back Maya stopped her lunch (paused, finished, hopefully got her lunch at some point!?) and was willing to assist me right away. I explained the issue with the other location and what I was trying to do. I had tried to return the bag twice, once on Jan 2nd and again (at the Del Amo) on the 3rd of January. And have photos of the signs/closure. So I didn't just say screw it and wait two months. Once I learned outdoor dining was open was when I assumed the locations would be opened back up. They didn't have the original bag I had intended to upgrade to as it was sold out and I believe was last years "model"... but Maya helped me sort through the store, listen to my wants/needs, and pin point a bag I was happy with. She also took ownership and forgiveness for the way I wasn't assisted at the other location. I ended up spending an extra 225 dollars with taxes and what not after the 90 dollar exchange amount was added. Your loss Del Amo location! Maya is the best, super friendly and caring! Definitely give this location a try! read more

See all

I buy stuff from coach all the time for my girlfriend. In store and online and never had a bad experience. Until now. Went in to the store to make an exchange so I could have it shipped in time for the holidays. I said exchange several times but the employee did it as a return. Now I have to wait 3-5 days to have the refund post to my account which means it won't arrive in time. Not a great customer experience at all and won't have her main gift in time for Christmas. Will probably take my business elsewhere from now on. read more

I will never return to this location. I've been a loyal Coach shopper for years--in fact, every one of my handbags is Coach, as are most of my sunglasses, several of my wallets, and other assorted accessories. When I noticed that the silk lining in two of my bags was stained in a similar way, I took them in to Sherman Oaks be cleaned. The salesperson tried to sell me the spray cleaner (which is for the outside, not the lining). I asked her to test it on the interior first, before I ended up buying something that didn't work. She huffed and sprayed some, but the stains remained. When I asked about the repair service (since the stains were still there and one of the pockets on the inside is also starting to fray/rip) she dismissively said those stains are common and they don't offer this service anyway--and walked away. Most of my bags were purchased at the Spring Street location in NYC, which always provided impeccable customer service. Rather than buying an item from this location, I'll wait until I'm back in NY to give my business to a store that shows respect for its repeat customers. read more

This review is for Kayla! I had a wonderful experience while stopping by the Sherman Oaks Mall for the first time in a long time. I really enjoyed perusing all of Coach's new stuff. I heard they were coming back out of the shadows and people weren't kidding. I was shopping for a gift for a close friend of mine as he is an avid lover of Coach, (more a Gucci fan myself) I was shocked at the level of professionalism and knowledge by the saleswoman Kayla. She was nice, offered advice on colors, choices and ideas. And did not seem the least bit upset when I was being fussy. I didn't see anything that I LOVED in store but Kayla was so beyond nice that I couldn't help but leave this review. Father's day is coming up and I think I know where I'm heading! read more

The WORST Coach store I've been to. I live in the area and have been visiting that store for years. I'm not a fan of their customer relations. Although, Annstoria and the pretty Hawaiian girl were the best, the other sales consultants were like vultures who wouldn't let you shop in peace. Secondly, returns are a needless hassle... 2 very basic things that will me away. read more

I love this Coach store. Their customer service is very helpful. They make sure you find exactly what you want. Their selection is pretty big as well and they always have the newest styles available. read more

This store is clean and well stocked, but the service leaves a lot to be desired. As the old adage goes, you should lead by example - and that's exactly what the Sherman Oaks Coach store is missing, a decent example. The store manager Amy is so rude and condescending, I can't believe she's made it this far in retail. Talk about a Jekyll and Hyde personality, one minute she wants to compliment you on your bag/watch/etc. and the next minute she's the Queen Mum and giving you the cold shoulder. No offense lady, but you are working retail not leading the free world, there is no need for your attitude. One thing I've noticed is that the sales associates won't pay attention to you if you are wearing a Coach bag, or a bag from a more expensive luxury brand - I guess they assume that makes you a "sure thing." I have more Coach bags than I can count, vintage and current, as well as bags from comparable brands. If I like something, I buy it. But I don't want what I'm wearing or carrying to be the end all for my service experience. I've been to nearly every Coach store in Los Angeles, and stores in other states - as a chain they are pretty much across the board, but it's the human-to-human interactions that make your trip memorable. Amy and her lackluster sales associates ruined my shopping trip. I went home an ordered online, I always knew what I wanted and was prepared to spend my money, and now none of those associates got the sale or the chance to add me to their "book". Oh well. read more

I recently have returned to purchasing Coach products due to the superior new designs. I purchased several purses online for myself and for gifts. When I went to the Sherman Oaks Coach store to return one of the purses that I bought as a gift I noticed another purse that I liked better than the one I bought for myself. Maria helped me return the gift purse and gave me the store hours she would be there the next day for the return of the purse I didn't want for myself. I was overwhelmed with how kind and helpful she was while helping me with both of these returns. She generously spent a lot of time with me and couldn't have been nicer! She didn't even mind when I decided to buy the purse that I wanted online so I could get my Ebates points! I love the Coach products and I am happy that the Sherman Oaks store offers me the kind of service I expect when purchasing expensive products. read more

Gift receipts can't be used for a cash refund. Don't rely on them! If you lose your receipt, don't think you can get your money back with the gift receipt that they put in the box. read more

I purchased a Coach watch online and needed to have the bracelet made smaller. The closest Coach store was the one at Fashion Square in Sherman Oaks. They were amazingly helpful and willing to work with me even though the watch was not purchased at their store. Kelly expertly removed 2 links for me and didn't bat an eyelid when I went back to have a third one removed. She was friendly and efficient. I highly recommend this store for their customer service and expertise. read more

Was treated like I was dirt under their fingernails. Manager Amy examined what I was returning with a magnifying glass and made me feel like I was returning something that I had used for a year and then decided I didn't want anymore. This was hardly the case. I purchased the item last month, wore it at my home to show my family, and then decided that I really don't like it. Their store policy is that it is returnable with receipt, but Amy said no because I wore it at my house and tried to tell me that their was a scratch which I could not see with my 20/20 vision. She acted like she was so high and mighty telling me that she would not return it to me as I stand there before her holding my Coach purse with a Coach wallet, wearing a Coach necklace and Coach shoes. I will never return and Amy will be getting a complaint from me to her regional boss. As Julia Roberts character in Pretty Woman said as she went back into the snooty Rodeo Drive store after she had lots of money to spend, "Big Mistake, Big, Huge! Well, gotta go shopping now!" read more