Woman buys new Coach Rhyder bag in Las Vegas. Then she notices something major missing—and can’t believe their response

By Rachel Thomas Jul 28th, 2026, 9:13 pm

black coach bag (l) woman shares coach purchase issue (c) Coach storefront (r)

A woman is calling out Coach on TikTok. The reason why? She didn’t receive a part of an online order she made with a Las Vegas location. When she tried to bring up the issue with an employee at said Coach store, she said they treated her like a “scammer.”

What Happened With This Coach Bag?

Julia, who is based out of Las Vegas, purchased a Coach Rhyder bag from the Forum Shops in Las Vegas. The content creator mentioned in her comment section that she had the bag “shipped out from the store.” After receiving the bag, she realized something was missing.

“I go to the Coach website and sure thing, I’m missing the whole, the whole hangtag with the C and the key… So I’m missing the whole thing,” she said. “I call the store, the Forum Shops here in Vegas, and the girl who answers [is] so freaking rude for, like, no reason.”

Julia said the employee implied she was a scammer. All Julia said she tried to do was discuss the bag—and its missing hangtag.

“She’s basically calling me a scammer, that I’m trying to scam them, I guess, out of a charm,” Julia said. From there, she had a back-and-forth with the employee, who thought she was trying to return a used bag at one point.

Despite the content creator trying to explain that she wasn’t trying to return the bag, she didn’t reach any sort of resolution.

She contacts customer service

Julia said that the employee mentioned the issue to her manager, but nothing came of it. She then decided to try to reach out to Coach’s customer service line.

Unfortunately, however, she didn’t end up getting the charm that came with her purse through that method. A customer service representative allegedly told Julia that Coach sold out of the bag; they had no additional charms. They told her she could return the bag, but she would have to pay for shipping herself.

“I love that. Coach, do better,” Julia said sarcastically.

@julesfunk I HATE that I had to make this video because I am a @Coach girlie to my core but yall gotta start doing better especially if yall keep raising prices #coach #coachbag #coachcustomercare #bagtok #coachrhyder ♬ original sound – UnoriginalJulia

Viewers shame Coach

Multiple viewers seemed shocked by Coach’s response to Julia. They were surprised the company didn’t keep its charm accessories in stock. That way, they could send a charm to a customer if they didn’t receive one.

“[Coach] should have charm accessories in stock for situations like this,” one commenter said. “Im sure with hundreds of bags being packed they miss straps, charms, etc. it happens and they should be able to send replacements.”

“That is insane customer service,” another commenter said.

Then a third wrote, “I’ll never understand why brands up the price of their products so much, just for the quality and service to go down… like coach used to be VERY well made and cheap too.”

Online, Coach has received a fair share of criticism for its customer service. Despite the company’s cute accessories, which are even customizable at certain locations, there’s been some controversy surrounding returns and Coach’s internal policies.

In one situation, a woman purchased a display Tabby, only to try to return it. A Coach representative refused to take the return.

In another, a Coach representative claimed that a customer couldn’t bring in a Coach purse for a return or price adjustment because the customer was a reseller. The company later offered the customer $25 in compensation after the customer brought up the “made-up policy” to corporate.

A third customer tried to bring a Coach bag in for repairs and learned the day of that Coach no longer offers its customers a lifetime warranty.

The Mary Sue has reached out to Julia via TikTok comment and Coach via press form for comment.

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