A Buffalo woman has gone viral after her $400 Coach bag failed to meet expectations. In the video, which has amassed 18,600 views, TikTok user Olivia (@livvielife21) recounted what she described as the “worst” and most “uncomfortable” shopping experience she’s ever had.
Olivia began by explaining how, after getting a bonus, she purchased a $400 bag from Coach’s diamond collection. She did this on 6:30pm on a Friday night. The bag was rung up without issue and, all in all, it was a swift shopping trip. However, when she tried on the bag, she discovered several defects. The bottom right of the leather was warped, the stitching seemed roughened up, the leather was peeling, and a crystal on the top right of the bag split in half.
Olivia went on to claim how, on TikTok, numerous other Coach customers had issues with items in that collection. She noted how she felt anxious about returning to the store, so she decided to text the store assistant who she said was “stalking” her last time she was in the Coach store. In response, the assistant said that while they couldn’t guarantee a return based on pictures—but Olivia says that she was uncomfortable with the fact that she didn’t seem very apologetic.
@livvielife21 idk maybe i’m being dramatic but for a almost 400$ bag there should be ZERO issues within at LEAST the first few weeks, let alone to be blamed when i’ve seen 4-5 tiktoks with the SAME thing happening!! was so embarrassing!! @Coach #coach #coachbag #rainbow #bag #pursetok ♬ original sound – Olivia
She visits the store
On Tuesday, after an eight-hour shift, Olivia drove 40 minutes to visit the Coach store with her boyfriend. She approached one of the store assistants and explained the situation. While this assistant was apologetic, she directed the TikToker to another sales assistant who was frosty the last time she was at Coach.
As she started explaining the issue to her assistant, she was cut off. Olivia also claims that the assistant is not even “trying” to see the defects. But things take a turn when the assistant remarks how, if it’s the normal wear and tear of a bag, they won’t be able to do an exchange. In turn, the TikToker said she felt embarrassed and as if she was being blamed.
She continued to express her frustration via on-screen text.
“It’s standard wear and tear for a $350 bag to have a crystal break in half and the leather peel within 4 days?” she asks, before adding, “I honestly am not even explaining this situation enough lol she was very dismissive and rude and made it seem like I did the damage, and that she’d do me this solid but that this isn’t what Coach normally does and isn’t their fault.”
All in all, Olivia vowed never to shop in Coach again, as she urged the company to train their staff better.
Olivia and Coach didn’t immediately respond to The Mary Sue’s request for comment via TikTok comment and email respectively.
What did commenters think?
Commenters mostly supported Olivia.
“I’m with you girl,” one wrote. ‘The issue is we care becuase it’s our bag, our money but the associates have no compassion. But they definitely wouldn’t be ok with it if it happened to them. So why not just be like np here’s a new one? Esp for $400!”
“Girl, as a Coach SA myself.. I hate hearing these stories so much,” a second added. “Definitely contact corporate! You deserve the perfect bag!
While a third pointed out, “A bag that is that much money shouldn’t even have wear and tear for a couple months IF you wear it constantly!”
“I’m so disappointed with your experience,” a fourth said. “I don’t live near Coach so I shop online and return in store when and if I have to and I never have a problem. I hope Coach see this.”
Coach customer calls out the store’s bait-and-switch
Olivia isn’t the only TikToker who locked horns with a Coach staff member.
User @ramboruthie went viral after sharing how she brought in her 20-year-old Coach bags for repair. While the bags had lifetime warranty, the TikToker said that when she tried to cash in on this arrangement, she was bait-and-switched.
“I am not pleased,” she said. After bringing her two bags in, she revealed how “they told me unless if it [was] purchased like a year or less [ago], then they could fix them, but for a fee.”
One of the bags was quoted $70 for repair.
“I’m sorry, that is not acceptable,” she insisted. “When I bought these purses, it was a lifetime guarantee. Coach, you need to honor what you said when I bought these. It is like a contract.”
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