The store manager at the Scottsdale Coach Store needs to be retrained on how important it is to value Coach customers. The key word there is COACH or better yet, fired. This person by the name Bre was arrogant and nasty to say the least. She acts as if she is the owner of this Coach Store. She will cost Coach money by losing valued customers. Laughing at a bad situation is not professional and that is what she did. I hope Coach fires her because she should have a job flipping burgers in the back and away from any customers. She should not be on the phone with any customers. Coach, this person will cost you customers. There are other brands to buy from and with this type of person in that position you will lose!!! With that said, the other employees at this location did a wonderful job packing my book charm (cool book charm by the way) and made sure that it was received by the carrier. I was told that I would receive it by 4/10/2026. It came on the 14th instead. Not a big deal that I did not get on the 10th. Because of the packing and the fact that I did get my book charm, I changed the rate to 4 stars. Next time, just tell the customer that it will be about a week before getting their order. Problem solved! read more

Excellent, excellent, excellent service here!!!! Angela nailed it with my gorgeous bag!!! From the moment we found it, to decorating, to packaging....the experience was magical. Thank you Angela for your swift service, ensuring 100% satisfaction. I will definitely return!!! -Pete read more

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Excellent and wonderful customer service. I was looking for a sales associate that could help me online and Daniela went out of her way to assist me and so many other women. She was attentive and took her time to make sure she could locate everything I was looking for. She really made my day! I will definitely be a repeat customer in the future! read more

While going into Coach to ask about the new bag engravings the team was extremely rude and assumed that I had been shopping at the Coach outlets (for lower prices). Also never gave me any clear explanation for the engraving of the bags and seemed very uninterested in my questions. read more

$2,000 for a Purse That Falls Apart? Seriously, Coach? I'm beyond disappointed with Coach. I bought a $2,000 purse thinking I was investing in timeless quality and craftsmanship. Less than a year and a half later, the leather strap is literally tearing apart--and I've only used it for normal, everyday wear. No rough treatment, no damage on my end--just poor quality. When I went into the store hoping for help, I was told it would cost me another $200 just to repair it. For a $2,000 bag?! That's unacceptable. Coach clearly doesn't stand by their products the way a premium brand should. If I'm spending that kind of money, I expect durability and customer support--not to be nickel-and-dimed for basic repairs on a product that clearly didn't hold up. This is the last time I'll ever buy from Coach. Save your money and go with a brand that actually respects its customers and delivers lasting quality. read more

I have had my Brooklyn bag since October and I LOVE it but the other day I noticed a literal hole in the leather on the front. I brought it in to the store and Bri swiftly looked at the bag and acknowledged that should not have happened. She immediately went and got me a replacement and took care of everything within 5 minutes of me walking in. She was extremely professional and helpful. While Bri was taking care of everything, Kiara was behind sweet and helped me find another bag that I will be going back for because of how amazing this team was!! read more

TERRIBLE customer service! Every girl that works in there is extremely rude and disrespectful. They whisper to themselves about the customers, all on their phones and they lie about their inventory. I asked 3 different associates for the same item and they each told me a different response. No floor knowledge or store etiquette. Seriously worst experience I've ever had. Kimmy was working and she made a very passive aggressive comment to us, and there was a girl with short brown hair and no makeup that has absolutely no floor knowledge or customer service skills. I have no idea how she even got the job. For a holiday shopping experience they made it uncomfortable and are useless. read more

Today I went in with my dad who is in his 70s and walks with a cane. Nobody acknowledged him and when he picked out a wallet, we went to the register to pay. As soon as the transaction in front of us ended, the employee working just turned and walked away without even acknowledging our existence. It was honestly one of the absolute worst customer service experiences/interactions I have ever seen. The message is clear: if your elderly (and probably wealthy) parents want to shop here, just know that their money isn't "cool enough". Infuriating. read more

Worst customer service I have ever had. Went to exchange a purse my husband bought me for my anniversary because it had a scratch. The manager was very rude!!! She treated me like I couldn't afford to buy a purse from there. Refused to let get a different purse because the color he bought me was sold out. Then she told me that I had to get the same purse and would give store credit to come back when I had bid you I had the receipt. She also told me it would be a final sale and wouldn't let me return it if I had an issue. She brought a black one out and it had the same scratch as the chalk one. When I told her about the scratch she looked at me and said you know they are leather. I know it is leather hint the reason I am paying so much money. I will not be going back and I will be calling corporate. She shouldn't be a manager treating people like that. I am still not happy with the purse she gave but apparently it was also the last one. read more

I ordered on line from coach. Order was to be here yesterday. Was home all day today. Received notification from coach email & text that it was delivered at 2:10 today. Got nothing! Called coach would not give me a refund wanted to give me store credit. These were items I ordered for Christmas! They offered me store credit instead of a refund. Items I ordered are no longer in stock! I will never buy coach again! Disputed charges on my credit card..... read more

Store manager Amanya is extremely discriminatory and rude. Would never recommend shopping here. The manager was extremely rude and discriminated us for being Mexican. As soon as we spoke Spanish the manager asked her employee to "keep an eye on us". read more

Ana is amazing! She really seems to care for you and helps you out in any way possible! I've gotten two pieces with her and plan on getting more ! read more

Quite disappointed with my experience here. I was looking for a specific item (a black/grey cell phone case which they had on their website) for a birthday gift for my girlfriend and because I work near by to Scottsdale Fashion Square, I figured I would check there to save on shipping/be more convenient for me. They did not have the item in the store but offered to order it for me and I was told that it would take "3-5 days" to arrive to the store (which is where I asked for it to be sent due to the location of where I work). Now I assumed that the 3 to 5 days were business days but seeing as I was ordering it on Saturday the 14th and didn't need it until Saturday the 21st, I figured that at the worst it would be there on the Friday which I explained all of this to the saleswoman before making the transaction. After receiving no call by Friday afternoon, I put in a call to the store to ask what the status was and the saleswoman told me that it was scheduled to arrive the following Wednesday (the 25th). Shocked, I explained the time frame that I was given when I ordered the case and the saleswoman stated that the time frame should have been 5-7 business days (which as it turns out, the 25th would still be 8 business days after it was ordered). The saleswoman also tried to explain away the delay by saying that it may have been due to the holiday, to which I thought to myself "what holiday is in the middle of September?", and the saleswoman quickly followed the holiday explanation up with "I mean its only a Jewish holiday, but it may have caused a delay". This definitely shocked me (only a Jewish holiday?) but I proceeded to take the steps to see if my order could be taken care of in the time frame I was looking for. She looked at other stores in the Valley but it wasn't there. After hanging up with the sales woman, I was looking at the receipt and noticed that the original saleswoman had ORDERED THE WRONG COLOR. Completely miffed at this point, I called back to check if the color I had asked for originally was at any of the stores and again the answer was no, and after discussing the incorrect order the saleswoman said that they could cancel the order and reorder in the correct color and have it one day shipped to the store. Given the circumstance, I understand that they did what they could but why wouldn't you have just one day shipped the original order? That way when it was wrong, I would have known in time to make other arrangements. Also, the sales staff may want to work a little bit more on listening to what the customer is asking for/ordering and not saying insensitive things like "only a Jewish holiday" because it will certainly be a long time before I go to this location (if ever) again. Stick to online shopping or only buying what you can walk out of the store with when it comes to this store. read more

I love Coach. Stylish and trendy without spending an obscene amount of money on a bag. Sure they are still a bit more pricey than a purse at Target, but you are paying for name. The sales associates are really nice and won't hesitate talking to you. I only have a few things from Coach because usually I can't justify spending to much money to accessories, but anything you buy here you can use forever. A coach bag will probably never go out of style. read more

Horrible experience. I went in for a purse and got no help, even though there was 4 people working there at the moment. Very rude staff.

Great store full or gorgeous things located in Scottsdale's fashion square mall. Extremely friendly staff. Special thank you to Christopher for being extra helpful and helping me narrow down the perfect men's backpack for my travels! read more

I came here because they were the only ones in the Phoenix area with the bag I wanted. The staff was very friendly & even helped me pick out a wallet. So why not the 5 stars? Well..when I got home and looked at my bag, I noticed it had a pink mark on the front. Looked like lipstick. I didn't mind at first thinking I could take it to San Tan Village & have it cleaned at that coach store. But when I called San Tan they recommended that I exchange the bag because I should have gotten one in "pristine condition." Unfortunately San Tan could only order me one online. So I had to drive all the way back to Scottsdale to exchange my bag. & when I got there they only had the floor model left! After a long inspection of the bag I decided to take the floor model home. The staff wasn't really apologetic either. They probably thought I stained the bag or something. I will definitely be ordering online from now on. Check your purchases before you leave the store! read more

This place is a flagship store...that means it has almost all Coach merchandise including special/limited edition items...yay...the staff are lacking though...they are not friendly and I have been in here so many times and only about 20% of the time they even said hello and asked how i was doing...i have never been asked if they could help me...i have always had to ask...i used to work in retail for a while and this is not how you keep customers...but the store is beautiful and the bags and merchandise are awesome!! I will always be loyal to Coach! read more

I am giving Coach three stars because I saw what looked suspiciously like a real zebra rug on their floor. I could definitely be wrong, but it had the mane and everything. It was sick. One day you're grazing in the Congo, the next day you end up as a rug on the floor of Coach. Sad stuff. But their bags are great. They're extremely trendy right now and pretty much every girl has one. Or two. The store is nice and the sales associates aren't toooo snooty like they are at Gucci. read more

I have had several bad experiences in this store and so has my husband. When I read the other reviews the same issues were mentioned. The staff is rude and acts like you are bothering them when you ask for their help. The employee is male dark hair and he is the one that does the monogramming. My husband asked him for help ordering a small suitcase for me he said he would get the information and call my husband back. He never did so we went back in and there was a very nice young girl that was very helpful and she ordered it for me. We came back in a third time and had the misfortune of asking the older lady for help with monogramming for several suitcases that we bought. She acted put out and like she didn't want to be bothered. Finally she got the dark haired young guy that my husband originally didn't get help from and he said that he would try to do the monogram for us and would call us in a couple of days when it was done. No phone call at all and my husband always answers his phone. He went in a week later to check and they had been done for days. The old women helped my husband again (sort of) she accused my husband of lying she said they did call him. He also messed up the monogram. She didn't apologize and the store manager didn't offer an apology either. I will not be going back to this store I will visit the other Coach stores where they treat customers nicely and not like an inconvenience and they don't accuse you of lying. What was the point of the accusation anyway to prove that she was right? read more

Excellent customer service! I brought my bag in because I accidentally got sunscreen all over it when it rubbed off my arms...and they cleaned and conditioned it for me at no charge, no questions asked! I bought some cleaner and conditioner after that - great service like that earned that purchase. Thanks Coach! read more

I love Coach and I enjoy some of the new Bleecker leather items for men. Good location, the store is clean and the music is not too annoying. The selection here is pretty good, but the staff is hit or miss. I think they need better management here; management needs to focus on customer engagement more. Staff can be stand-offish or cold. Lucky that Coach has a friendly online staff, and I can phone in an order any time I want. read more

I love everything about Coach! They stand behind their product 100% and not many places can say that. I recently had to send a bag back to the repair department and they were unable to repair it, so they sent me a voucher for the value of the bag I returned so I could replace it. I used my voucher at this location and was thrilled with the service I recieved. The gentleman who assisted me with my purchase was honest and very helpful. All of the sales associates are friendly, but not pushy or snooty. All of the products are easily accessable and they encourage you to try things on, in fact, they even let you place your belongings in the bags to help you get a feel for how the bag is before you buy it. There are also plenty of mirrors so you can see how great your selection looks before you purchase. The store was very clean and organized. I shopped there on a Saturday and it was busy but not packed. I didn't have to wait long in line and my purchase was already bagged when I got to the counter. In my opinion it is worth spending a little extra money on a handbag for the high quality/style and great customer service you recieve at Coach! I always recommend this location when my friends are looking for that perfect handbag! read more