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Do any of you have any experience with the above? I've been dealing with them recently and am appalled. Long story short, friends bought me a bag last year (early July) for my birthday and the zip broke about 3 weeks ago. I emailed Customer Service and explained that it was bought in London and that I was in Scotland and could they advise where I should take it for repair. They (eventually) got back to me today asking for a receipt (despite me advising I didn't have it due to it being a gift) and also saying that, if it was over a year old it was down to me to have it repaired. I'm not happy at all and just wondered if this was par for the course for them. Thanks.
I don't really know what answer you are looking for. Coach have a one year guarantee that requires a proof of purchase and your bag wasn't covered by this. I don't think it is appalling, it is probably quite a standard guarantee.
Their one year policy is meaningless, as consumer law requires that the product is of satisfactory quality, and you would expect an expensive leather (?) handbag to last for more than one year (must be fit for purpose / last a reasonable amount of time). So they would be required to repair or replace if the issue occurred despite normal wear. However, only the person who purchased it can request that they fix this, so your friend would have to do it (and would probably need to show a receipt or a bank statement as proof). See here for details: www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange . I have had this issue (with shoes, coats or bags) a few times and have never had any problems after I mentioned consumer rights.
Radley replaced my three year old handbag without question when the clasp broke. I had gone in to ask about repairs so wasn't expecting a full replacement. I had to dig out my bank statement as proof of purchase to get the full value, otherwise I would have got the sale price. I was very impressed.