I ordered three items (two purses and one wallet) from this company. Two items are exactly what I wanted and I am very pleased with them. The third purse sent was not what I ordered. So, I contacted uscoachbags.com the same day the package arrived to report the mistake. A response was sent within 24 hours informing me they would check the order and asked if I could send a picture of the purse received. I complied and waited for a response. After a few days, I sent an e-mail message checking on the status. Again someone responded quickly, but there was no reference made regarding the wrong item sent. So, I sent another e-mail with a picture of the wrong bag, a picture of the purse I actually ordered, and a copy of the company's return policy posted on their website (it clearly states..."they will provide a replacement at no cost to the customer if the item was not per order"). I also asked what would be the next step to return the wrong purse for the one I ordered. Well, this started a lot of back and forth e-mails ranging from I can check the order for you (never got back to me) to you can keep it or send it back but you will have to pay shipping fees. When I reminded them again about the return policy on their website, here is a copy paste of their response:
"At no cost to the customer" is meaning that when the item is fault or not your order, we will exchage it or fix it free, not take an additional charge, just like you buy something in a shop, If take wrong or not you want, you will take the products by yourself to the shop for change or make a refund. When we receive the bag and check it well, we will refund to you or send the order to you just follow your idea.
Horrible company, do not order from them! Now I am stuck with an ugly purse that I don't want.
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