‘I’ll recognize you next time’: Coach outlet store customer tries to return purse. Then the worker tells her something shocking
A woman who felt slighted by a Coach employee shared her shopping experience on TikTok, only for the response not to go the way she expected.
Brittnee (@__lavishbeautylounge) is a reseller, often selling fashion items, including Hello Kitty products and Labubus, on her TikTok page. Her latest clip reveals her attempting to return items at a Coach outlet, but being told about a “policy” that prevents her from doing so.
No returns for you
Brittnee’s video begins with her talking to an employee at the Coach Outlet in Folsom, California.
“Wait, so just to confirm, if you’re a reseller, you can’t…” Brittnee trails off before the worker tells her, “You can’t do returns or price adjustments.”
The worker says Brittnee cannot return the bags and rebuy them later if they go cheaper within 7 days.
“Resellers are not allowed to do that because they are already getting a discount on it,” the worker continues, before confirming that it’s a Coach policy.
When Brittnee asks how come they could adjust the other bag she bought before, the worker tells her they didn’t know she was a reseller then.
Brittnee assures her that the returns are from her “personal collection,” but the worker doesn’t budge.
“Now that I know you’re a reseller, your face is going to be in my mind and in the future I know not to [price-adjust] it for you,” she tells Brittnee.
She says she’ll let Brittnee return the item, but only this “one time” because she only just learned she’s a reseller.
But why was she returning in the first place?
Brittnee provides more context in her caption, writing that she bought three bags on June 4 and the employee offered to price-adjust them for her whenever they dropped in price.
“I had an employee ask what I do for work, I told her I do TikTok and apparently that was the wrong thing to say,” Brittnee writes.
She knows that the luxury fashion house doesn’t allow price matching after 7 days, and was fine with that policy.
“I was told I can return my 3 [items], put them on a 2-day hold, then come back and purchase them at the discounted price,” Brittnee says the employee told her. So she tried to do just that, when she was stopped by the other worker in the video.
Is there such a Coach policy?
Brittnee claims she searched on Coach’s site and talked with a customer service agent and was unable to verify that such a policy existed. On its Price Adjustments section on Coach and Coach Outlet’s website, there is no such policy listed.
The Mary Sue spoke to a Customer Care representative at Coach via phone call, who stated that if Brittnee was not registered to Coach’s reseller program (which Brittnee says didn’t know existed), then she should’ve been allowed to do a price adjustment “with no problem.”
As for signing up for the reseller program, the representative stated that one must call Coach directly and go through that process.
Hate for resellers
While Brittnee was “baffled” by a “made-up policy,” as she called it, viewers were not on her side. Several praised Coach for curbing resellers, and many called her out for her choice of side hustle.
“I wish all companies would have rules against resellers,” one wrote. Another added, “I’m honestly glad they have rules for resellers who apparently even get a discount and then sell for double the price. Not saying you are one of them.”
@__lavishbeautylounge For reference, I had went into the store 6/4 for the new purple collection. I had an employee ask what I do for work, I told her I do TikTok and apparently that was the wrong thing to say.. the situation that occurred today was I had bought a Teri, a mollie & a slim card case from the strawberry collection. They recently became cheaper so I went to price adjust. Coach does in fact have a policy that you cannot price match after 7 days, fine. Totally respect that. But what I was told after had me mind baffled. I was told I can return my 3 times, put them on a 2 day hold, then come back and purchase them at the discounted price. Cool. I was then told if I found those 3 same items on the floor, I could just return mine & then purchase the ones from the floor. Okay…. So I returned my 3 times that were from my PERSONAL COLLECTION. In the video you hear the manager say that since I am a reseller, I am NOT allowed to return anything…but she will “allow” it this time, but that my face she will remember and I can no longer return anything. For context, I 100% looked at the return policy, which states nothing about resellers. I even chatted with a customer service agent, who told me there is no such policy? Please do better @Coach @coachoutlet . To blatantly tell a customer they cannot return something from their personal collection because I’m a “reseller” is wild… this completely left me upset, angry, and feeling attacked with no understanding simply because I wanted to return an item and buy it at a better price.. #fypシ #lavishbeautylounge #brittneek #coach #coachoutlet #coachrelease #coachdrop #coachpurse #coachbag #coachbags #folsomoutlets #coachfolsom #coachdrama #coachemployee ♬ original sound – brittnee ❥
Brittnee once again confirmed in a comment that she paid the regular price: “That’s why I was very confused. I’m not part of any ‘reseller program’ that she speaks of.”
Bye-bye to Coach forever?
Update June 9, 2025:
In a TikTok message to The Mary Sue, Brittnee says she still hasn’t heard back from Coach after reporting the incident. After she sent them the video upon their request, she says Coach offered her a compensation of $25.
“I told them that I didn’t care about the compensation but more that the employee and the store be held accountable for them, making up policies in the store,” she said.
According to Brittnee, the corporate office explained to her the wholesaler program for bulk-buyers, but she is nothing of the sort. She is only a part of the Insider program, Brittnee says, which is a reward program that anyone can sign up for.
“I believe the worker 100% lied to me because corporate has already debunked the policy,” Brittnee continued. “I think she just didn’t want to do the price adjustment because I did mention the day before that I do TikTok and I resell the Labubus, Hello Kitty and things like that.”
The TikToker demands Coach and the employee to be held accountable and notes it shouldn’t matter if she is a reseller or not.
“I’m in between about still supporting Coach,” she concludes. “If they can’t hold an employee accountable for a made-up policy. It’s discrimination in my opinion to customers. It definitely felt targeted and attacked.”
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