One Coach shopper says she bought two bags around 20 years ago that came with a lifetime repair warranty. However, she says she was baited and switched when she went to cash in on the coverage.
In a viral TikTok, @ramboruthie stands outside of a Coach store at the Mall of Georgia in Buford, Georgia.
“I am not pleased,” she begins. She says when she brought her two bags in, “They told me unless if it [was] purchased like a year or less [ago], then they could fix them, but for a fee.”
She says they quoted her over $70 to fix one of her bags.
“I’m sorry, that is not acceptable,” she says. “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.”
She says the fact that the bag manufacturer has changed its policies over the years is not her problem. She adds that the brand needs to fix her bags for free as promised when she purchased them.
The video received over 155,700 views. Comments have been turned off.
Did Coach offer a lifetime warranty?
A 2000 Washington Post article notes that the designer brand used to have a lifetime guarantee. However, that didn’t necessarily mean you could get free repairs for your whole life.
Coach’s lifetime guarantee was a limited warranty that covered the lifetime of the product, not your lifetime. Coach did not disclose how it determines the lifetime for its products. However, if Coach determined that your product had lasted its lifetime, it would not cover the repair.
What is Coach’s current warranty?
On its website, Coach says, “We offer a two-year warranty on all products purchased online or from a Coach Retail Store.”
However, the repair portion of the warranty is only one year. “Should your item fall outside the one-year repair policy, we offer a repair service for some of our products,” Coach states.
On the Coach Outlet Repairs page, the company states that outside of the one-year repair warranty, repairs can be made at set fees.
@ramboruthie Do better @Coach #fyp #rude #dobetter #buyerbeware #disappointed #coach #mallofgeorgia #foryoupage #toddkahn #money #lifetimewarranty #customerfrustration #coachpurse #nothappy ♬ original sound – ramboruthie
Does Coach have to honor the warranty that was active at the time I bought my bag?
Google Gemini states that, in general, companies have to honor the warranty terms you bought your product under even if their policy has changed.
The Mary Sue reached out to @ramboruthie via TikTok direct message. It reached out to Coach via contact form.
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