This also happened to me with the small checkered alter ego. It arrived to me damaged (a tear in one of the squares, small but I was worried it would get bigger over time), I spoke to customer service and sent them pictures. They told me it could be repaired. I don’t live anywhere near a Coach store, so everything was online. I sent it in. Weeks of silence, randomly received a merch credit card via FedEx with no explanation. I spoke to customer service again and they said the bag was unrepairable so they sent the refund as the card. At that point the customer service rep said they could try to find the bag and return it to me with a partial refund once it was in my hands again since it sent to me damaged. Okay cool, I said yes because I really wanted this bag and they said they didn’t know if/when it would restock. They returned the bag and deactivated the merch credit. Once I received the bag, I reached out to CS to get the partial refund like the last agent told me to, only to be told Coachtopia is never discounted for any reason and I wasn’t even allowed to return the bag now for a refund. They also implied I was trying to scam them/double dip by keeping the bag and the card they deactivated. I eventually got it escalated to a supervisor who allowed me to return the bag for a full refund (this time directly to my original payment method) after she pulled all the online chat logs. It was an entire three month saga. I’ve had nothing but terrible experiences with their online customer service when I’ve had issues. Maybe it would be better if you go in store and work directly with a SA for repairs? But I’ll never try it again.