I had such a smooth experience with Coach thanks to Nakyia. I called the store to purchase a bag and she helped me complete everything through a pay-by-link over the phone. I was a little nervous doing it that way, but she walked me through each step and made it feel easy and secure. She was patient, professional, and genuinely kind the entire time. No rushing, no attitude, just really solid customer service. You can tell she cares about helping customers, not just making a sale. I love this about Coach! I haven't experienced a bad situation yet. They are so helpful, never rude. In today's world, it's rare to get that level of attention over the phone, so I really appreciated it. read more

Tanner provided top-notch service and he's always so nice and accommodating when I go to the Coach retail store in Pentagon city mall. No matter what I purchase or what I select even even if it's a small item, he treats my experience as if I spent $1 million. I will always recommend this location and this sale's associate. read more

Coach - Customize name tag done by Tanner - Outlet Stores Near Me - Arlington, Virginia

I have been doing extensive research online for a new Fall bag, reading reviews, watching videos, and checking out the Coach website. I ordered 2 bags and ended up returning them I happen to be in the DC area and made a point to go into the store and try on some of the other bags I was eyeing up online. When I walked in I was greeted. I walked around trying on all the bags I was interested in. I ended up with the Lana in Maple brown I really was looking for that Maple Brown. The selection for Coach has really come a long way. Back in 2013 I noticed the style of bags really was not the best. Many people have complained. So I took a step back and did not purchase anything for years. Fast forward to 2023 I started noticing a changed. No here we are in 2025 and I am in love! I am hoping we keep going in this direction. Classics are back. This store was great. I am not sure if they work on commission. I feel like they do. I personally do not like that because then I feel like I am forced to by when they are trying to sell a bag. Everything went well at my visit. I knew I was 80% sure I was walking away with a bag. I just had to test them out. For shoulder bags the handles going be a little longer. Some of us have big beefy arms from Crossfit or because we are plus size. Others have a bigger chest. So lets try to work around that. I appreciate that Coach also backs up their products and have for years. read more

Will (sales associate) at this coach store didn't even acknowledge our presence. We are two POCs and he decided to welcome everyone who came in except us. Fully was ready to choose from the Valentine's Day collection and left with nothing and a bad taste in my mouth. Will not come back. read more

This Coach store has some beautiful options for men and women - however, what makes this location over the top is the service. Siani was our delightful associate who was so pleasant, attentive, and thoughtful. She and her counterpart today had the best customer service. Siani was definitely the highlight for us, and we look forward to returning! read more

Just placed an order today and accidentally picked the wrong color. Coach says since it's already "in process" they can't simply switch to the correct bag color. Recommended I go ahead and order the correct one (of course) then figure out the refund later. Not a good first experience of customer service. read more

Forgot to post this review. Came here and was greeted by Andrew. Super nice, attentive, professional and was extremely courteous. I ended up purchasing... a wallet, shoes and perfume..... will be back soon... read more

Coach - The alarm in my wallet went set off the alarm.. Andrew removed it - Outlet Stores Near Me - Arlington, Virginia

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Jordan made our gifting experience seamless and delightful. This was hands down my best time in Coach and I live in my local location. Not only was Jordan personable and professional, he added touches that I would have never thought of. My mom hugged the box for about 10 minutes because it was so beautiful! Thank you Jordan and Coach! read more

Coach - Jordan Compton after engraving and carefully wrapping my mother's gift! - Outlet Stores Near Me - Arlington, Virginia

Yes, it was more than a decade ago but Coach does NOT stand by their warranties. I bought a briefcase given their repair or replace warranty, they refused to honor it. They did repair it but then refused as it was past the date of it expected life. BUT they said, in writing, they would repair OR replace for life. They are flat out dishonest. Don't buy their products -- find them at yard sales and buy there for 1/15th the price. read more

We did not buy anything in the store but the sales associates were very friendly. We were doing some window shopping and the sales associates showed us their products and how to use some of them. They were not overbearing or forceful. The store was organized, bright, and displayed a lot of new line products. read more

Arlington is the perfect place for a Coach store, in fact, they should make some magic store where you can buy Seven jeans, North Face jackets, Ray Ban Aviators, and Coach bags all in the same place. Perhaps throw in those stupid ballet flats with the medallions on the toes. This way every girl in suburban Virginia will know how to dress when taking the Metro into the big scary city. Coach makes low quality bags for people with no sense of individuality at all, you can and should do better. $400+ for a bag, seriously? If that's all you care about, then buy one of the knock off fakes on the street for $20. read more

I'm a purse gal. I hang out on purse blogs, wait longingly for new collections to be released, and drool over handbags that I'll never be able to afford. For the longest time, Coach was pretty low on my list of places where I wanted to actually make a bag purchase. I equated them with crappy design. But then, someone at the company started to do good work, and I fell in love with one particular bag. I started to visit it in person. And that's when I started to learn more about the company. You see, unlike places like Kate Spade, who will charge you $400 for a normal purse (or $200 for a bag coated in astroturf), Coach has a lifetime warranty on all of its leather items. If it breaks, they will fix it, for only the cost of shipping. They want that bag to last, and they want you, as a valued customer, to be happy. The staff at the Pentagon City location 100% represent fantastic customer service. Even if you're going in just to look, the sales associates are more than happy to show you anything you'd like to see. They will tell you all about the bags and shoes. They're more than happy to have you try things on, walk around with them, and to let you leave without making a purchase. They're masters of selling items without making you feel pressured, and because of this, I will always make my purchases from this location. If you're in the market for a new bag (or wallet, or sunglasses, or shoes, or costume jewelry), this is a store you should definitely check out. read more

I love Coach. I was late on ordering my planner refill last year. In the past, it's never been an issue, but for some reason this year, they were sold out. So, I had the associate backorder one for me on December 29. She said it'd be available in January. I couldn't remember the exact date, so I waited almost the whole month of January before I started looking into this. Checking the order status online came up nil. I called Customer Service and was told there was no order for me. They then advised me to call the store. When I did, I was told that a backorder shouldn't have been charged to my credit card (it was, which was why I had an actual receipt). She then said that the order came back nonfillable, so my credit card would have been credited (it was) and someone should have called (no one did). At this point, I was more concerned about getting my planner refill, so I asked her if I could place an order. She put in a backorder for me and advised that I would only be charged when the item shipped. It's not available until Feb 25 ... read more

I just bought a new whip and was looking for a key ring to proudly hold my key fob. I considered a few brands; Tiffany, Tumi, Louis, Bvulgari, etc. I hadn't actually looked at any in person but had an idea of what I was looking for from my online research. I stopped by the Fashion Centre at Pentagon City after work (to look for shoes) and saw the Coach Store. I walked in to see what Coach had to offer. Kristy, the sales manager, introduced herself and I inquired about key rings. She was very friendly and immediately attentive to my needs. I spoke to her about what I was looking for and although the store itself did not have many options in men's styles, she took some time to look online as well as in her catalog to see if Coach had something I would be interested in. She showed me all of my options and lucky for me, the two that I was most interested in were actually in the physical store. When I finally decided on one of the two, Kristy went to the back room to bring it out. After a few minutes, she returned with unfortunate news. The display model was the only one left in the store (and it had a few scratches on it). I reconsidered my second choice but in the end decided against it. Kristy went back to the room to double check their stock but came up with nothing. Usually in these instances, this is the point at which the sales associate suggests that they order the merchandise and have shipped to you. And I usually respond with a "No thanks. I'll check back with you guys later." Kristy did offer to order it for me, and just when I started my response, she mentioned that she could ship it to me overnight at no cost. I was sold! I purchased this stylish and functional key ring and received it the very next day. And it showcases the key fob to my bimmer quite nicely. I am a very happy customer. Looking back at my Coach experience as a whole, Kristy's ultimate goal was to build a relationship with me. I left the store with such a positive experience that I would not hesitate ever going back. Among the more expensive Coach merchandise that adorned the shelves, I was there for a measly key ring. And yet, she made me feel like I was her most important customer. Thanks Kristy! If this were an actual TV commercial the end script would read something like this: Me: ...so although they didn't have it in stock, they looked it up online, ordered it for me and shipped it overnight. It was sitting on my desk when I got to work the next day. You: That's amazing! Me: No, that's Coach. [Fade to Black] read more

Customer service is incredibly rude and it's unnecessary. Went in yesterday to return a handbag chain that proved to be much too heavy for the Coach wristlet I have. Both sales associates said I needed to bring in the dust bag the chain came with. Sure thing. My bad! But the fact that they both were coming off strong as if I was bringing back damaged goods when I purchased it 2 days ago... nope, that's strike one. Came back today, no customers around and the same gentleman was there with a new sales associate. I said, "I'd like to make a return..." he cuts me off and says (WITHOUT EVEN LOOKING UP FROM HIS TABLET) "Yeah, uh huh you were in here yesterday..." I'm sorry, sir but who pissed in your cereal this morning? I quickly responded "Yes, AND I brought the dust bag this time!" The whole exchange could've taken no more than 6 minutes, start to finish, but why in the world would you want to make your life so much more complicated by being so tactless? His name is Matt, by the way. So, thanks but no thanks, Coach. I will take my business elsewhere. read more

very bad service, they disrespect customers who don't buy. And they did small talk. I like this brand but will never walk in this store.

I have purchased items from this store a couple time and very pleased with the service that I received here. The associates are very friendly and not pushy at all. The first time I was here, I purchased a purse. I love the design and the quality of the leather. I even received a hand-written thank you note in the mail after I purchased the purse. The second time I was here was to buy a wedding gift. Originally we were planning to get his and her wallets, but they ended up costing outside of our budget so the associate suggested that we got them his and her bottle openers. Those items, combined with the 25% off coupon came in under our budget. Overall I think Coach has great products and very friendly customer service. read more

This is the best coach store I've been to... and I own a lot of coach. I used to buy at Macys on the 20% discount, but last week and I went to this one... I bought a Poppy that wasn't too outrageously priced, but when I got home I immediately had buyers remorse. I returned it, but I hadn't bought a coach in over a year... it's my tax return $... I wanted to buy something that was an investment that I'd own for another year. the sales staff recognized me from last week and I even had my hair up this time, no make-up not even showered. I told them I wanted to exchange and they said sure thing. They immediately took me and showed me what was on sale... now that, I appreciate b/c you can easily get carried away with Coach. I went through some bags and the sales lady offerred me her best opinion. The two bags I was looking at was a $30 difference, so I went with the one with the best overall quality according to her and I'm so happy about my purchase. Coach is also offerring a free gift for mother's day key ring fob- so i have a gift for my aunt who also loves Coach. read more

I went into the Pentagon store just to browse since I have numerous coach bags. I was greeted by an amazing sales woman with remarkable charm and appeal. Although the bag sold itself she shared other services that I was originally unaware to care for and personalize my bags. Saira was amazing and a top notch professional. Truly a credit to her profession. read more

Coach - 1 of 4 personalized and cleaned bags - Outlet Stores Near Me - Arlington, Virginia

Had a great customer service experience with Jordan! He exemplified a high level of customer service while in store.

Although not previously a fan of Coach, I was in need of a belt to match some 'milk-chocolate' colored shoes. On the way to a meeting at the Pentagon, I ran into the gorgeous new Coach Men's Boutique next to the Apple Store. (In the old Cole Haan space). I was greeted by the cheerful and friendly "Lucia" who guided me in my belt shopping and got me exactly what I was looking for. The store, selection and service are all top-notch. While I am not likely to be pulled away from my beloved Jack Spade for men's bags and luggage, I will keep Coach in mind for shoes, gloves, belts, outerwear. Thanks to Lucia and the team at the new Coach Men's store at Pentagon City. read more

I purchased a bag here about 2 months ago. The bag broke while out of town and the only store in my area was a factory outlet that did not carry the retail store bags. I phoned the Arlington Virginia location to see if they could send a bag to replace the defective one to the factory outlet store and they refused. They in fact offered no solution other than me driving a very long distance to the next retail store location to replace the bag. When I told them that solution was unacceptable and requested that they reimburse me for the gas and mileage spent getting to another retail location he told me that I could call the customer service line. I asked if they would call the customer service line to explain the situation and find a better resolution and he refused that as well. So I am now faced with wasting my time for a defective bag not even 2 months old. Now that they've sold the bag they want nothing to do with the customer service aspect of standing behind a product. read more

Coach in the Pentagon City Mall....rant coming on? Brace yourselves folks! Yea sure, Coach was THE brand every girl had to have circa my middle school/high school days (early 2000s) but when that girl grows up to WOMANHOOD, there's bigger and better things: Louis, Prada, Fendi, Gucci, Chanel, Celine, Hermes. Okay so I am NOT the biggest fan of Coach but Ladies don't sell yourself short, invest in your pieces; choose timeless high quality pieces that you can pass on to your future generations! Now before you can yell and hate me, I don't find their quality as good as it used to be and have no taste in their recent designs which I find lacking creativity, attractiveness, etc. Just not my taste anymore and after my last experience with customer service at this store, I swear off coach. I received a gift from Coach only to go to return it and find out that it was a Coach Outlet piece and because I did not have a receipt, I could not return it at that store and would have to go to the nearest Outlet location. Okay, no problem EXCEPT that I went in to the sales associate (asian chick) and she asked me if I needed help, I said "why yes, I would like to ask about returning this item." Instead of continuing to help me she then disregarded me to RUN (yes run) over to "try" and make a sale. I get that you are commission driven and push to make sales for the store and bravo if you can be star salesperson! However, you were not tending to or in depth conversation with that person. In fact, you were on the complete opposite side of the store from pending customer you were trying to make a sale to. And to add insult to injury, you couldn't even make the sale you snubbed me for. As a result I am standing there, yes, standing there FLABBERGASTED by such poor and distasteful salesperson conduct and service. I marched on over to another sales person, who by the way, thought it was more important to giggle and be in depth conversation with another coworker rather than do her job tending to customers either by greeting them, seeing if they need help or turn on the sales pitches. So I gathered not one of the three store associates in the store were interested in doing their jobs that day. When I did interupt with my inquiry to make a return for credit because I have bought several dog collars for the fashionable pups in my life, the lady looked annoyed as if I was rude for interupting their lesiurely conversation and told me no. OK, no problem, and off I left reminding myself why I do not shop Coach. I don't care if your product is $100 or $1,000 or $10,000 but I will not be treated as a second class citizen and your employees take no pride in their jobs. Because of this poor reflection and poor association of the company and Coach brand, I CHOOSE to buy OTHER BRANDS! Better Quality, IMPECABLY better customer service, etc. Oh yea and as for the pups, he too will be getting bigger and better things like the Gucci and/or LV collar because I am DONE with Coach for their horrible display of professionalism and customer service. Deuces! read more

Great store. However one of the SA was very difficult with a return I was doing. Checking the purse over and over, clearly the tags where all in place and I had just bought it 2 days ago. When I said I haven't used the purse she responded back with a very nasty attitude. I love the store just not the service. read more

I am extremely disappointed with the service that I have received from Coach. On 5/8, I went into the store to order a handbag for my mother for Mother's Day. The manager, Mark, told me that my mother would receive the bag by 5/15 in Sacramento. I requested the tracking number and was assured that I would receive an email with the tracking information. On 5/14, I contacted the store after I didn't receive any tracking information and my mother hadn't received the gift. To my surprise, a representative, Cole, told me that the package would not be received until 5/18. I requested to cancel the package and was told that I had to contact customer service at 1-800-444-3611. I called the customer service number and they were unable to view the order in their system. The call center representative called the store with me on the phone and she explained to Cole that she couldn't access the order. Cole placed us on hold for a long period of time. While on hold, the representative gave me the phone number for the District Manager, Croatia Garner, at 866-378-1941 2339. Since Cole didn't return to the phone, I hung up the phone can called the District Manager. I called the store on the evening of 5/14 and was told that Cole cancelled my order. Cole didn't notify me that the order was cancelled. On 5/17, I went into the store to receive my cancellation receipt. I asked the on duty store manager, Lena, how did Cole know my credit card number to cancel the order since I didn't provide him with the information. Lena responded that she didn't know how Cole had my credit card information and I would have to speak to management. Not only am I irritated that my package was not sent out in a timely manner, I am very concerned about Coach's lack of security for credit card information. I am not sure if other locations are better given the District Manager's lack of reply, but I can recommend better service at non-Coach stores. read more

I have been to several coach stores over the years in this area and in different states. This location is consistently, by far, the least customer friendly and i would rather shop online then come to this store. I've come here in the past to return an online order, only to have staff who were fraternizing and ignoring me as I stood there and then be very rude in telling me they couldn't accept returns for online exclusive purses. Go to the Georgetown location. They are definitely nicer. read more

So, as far as some of these other reviews go, I am shocked anyone had anything but helpful customer service at Coach Pentagon City. I went in with my BF a week ago to make a few purchases and was politely greeted, asked if I was in any need of assistance and when I told them I was just looking i was left alone to shop. When time came to ask a question or needing a size Armando J. stepped up to the plate and helped me in any way possible. EVERYTHING I was looking at to buy was "sale" merchandise. He did not push things on me that were full price, he did not scoff at the fact I was looking at things that were on sale and gave me the most personal and helpful customer service I have ever had. Before I left the store I asked Armando about some things from the new collection I was looking at/was interested in. He pulled up prices.He added me to his client text list and sent me details on the items I was looking at and told me he would let me know when they came in. Armando took my info, I took his card and I left. Before going to Coach in Pentagon City I had bought luggage at the Coach Outlet in Arundel Mills (a week-ish prior). It was on sale and seemed like a great buy. After owning it a week and using it one time i noticed the leather was peeling. I have lots of leather goods and I have never had one peel. scratches sure, but never peeling. For a second opinion I text Armando. All day he answers my questions, explains to me that the factory store leather and the leather of the actual Coach stores are very different. Coach's leather is a more high-end and durable leather and Coach Outlet is thinner and less resistant to scratches and tears. I sent him pictures of the damaged bag and he said that its due to the type of "leather" (I use that word very loosely) that they use, etc. He is full of knowledge. After this educational conversation I decide I am going to return the luggage I had bought a week prior at the Outlet and buy the one thats a little more expensive, but better quality at Coach Pentagon City. Lets just say the Coach Outlet is NOT friendly at all when you want to return something. They kiss your ass when you want to make a purchase, but treat you like crap and take back the promises they make when you want to make a return. They told me the 60 day return policy was for un used items and un damaged items ONLY. I explained to them that its "LEATHER" luggage (or suppose to be), it should not tear after 1 use. So I said what about the 1 year warranty? They told me that it only covers manufacturer defects and not wear and tear. I was told otherwise by the manager on duty that day when I wanted to buy it and he assured me it covered any damage to the bag. She continued to be defensive and talk down to me, but I refused to keep a "leather" bag that was peeling and that I had to baby. It's meant for travel, not to stare at on a shelf. Leather luggage should be able to to handle a decent amount of wear and tear as long as you care for it. So, after mild bitching and complaining they finally take it back. Thank God, and I WILL be in contact with the district manager and telling him/her how I was treated and mislead. As far as Coach Pentagon City, I will be calling Armando's manager and telling them how outstanding he is. Not only for all his help today, but especially after I found out this whole time he was helping me via text that he was not even at work. he was home sick, but helped me anyway. That is customer service. Thats how you make a loyal customer. I will be buying from Coach Pentagon and especially from Armando in the future because he has gone above and beyond the customer service standard. THANKS A MILLION. Moral of the story? Some things you don't buy Outlet. read more

I had a pleasant experience at this store. First of all, I love Coach leather. I often shop at the outlet or online, but will come to the Coach store for my "must have" items. I went in looking for a specific wallet that was no longer available at coach.com. Although it was not on the floor, they found one for me in the back. The experience was fast and I wasnt pressured to buy any additional items. I would recommend this store. read more

Coach staff lie. Sold me a briefcase explaining and showing the warranty was for 'life' and I could return for replacement or refund. When I sent the bag in for repairs it was returned as 'unrepairable beyond useful life.' I asked for a replacement and was told the 'life' warranty is only for 10 years on the life of the product. I asked then "why don't you just say 10 years?' No reply to that question. It's a fraud operation using deception to sell. Avoid Coach. Now I buy their products at yard sales only. Seriously! Bought a briefcase for $8. That tells you how much their products decline in value. read more

Like any other Coach location, the selection is good. My pet peeve is pushy, overbearing sales people. I like attentiveness, but please... I don't need three separate sales people tailing me asking me every two seconds if I need help. After telling each one of them politely that I was just looking and would let them know if I needed help, I would certainly ask, they continued to hound me totally making the visit a very unpleasant experience. Back off..... Needless to say, I left with no purchases even though I had two items that I wanted to purchase. read more

This store at times is hit or miss. Since they have moved I feel like their selection in laking and real help from their employees is hard to come by, last time, a few months ago I was told to "go online" even though I'm standing in the store. He was not very helpful at all, and it appeared as though I was bothering him while he gossiped with another employee. This time I had much better help from Kelsi (who was very helpful) but they still didn't have a few things in stock I wanted to see. I wish Coach would stock more products in their store because for me, it's not worth the effort and hassle of order stuff sight unseen online then having to deal with a return if I didn't like it. Plus when I want a new purse I want it now not 7-10 business days later. Retail stores like this need to know customers can't buy what's not for sale in their stores. Strike while the iron is hot. read more