After reading these forum pages and how Coach is treating customers - I think my opinion of Coach is changing.
I went to the outlet store just the other night, hoping I might find something that resembled my ugly bag (of course, I didn't), and the ladies there couldn't have been nicer. They were sympathetic and didn't make me feel bad for buying a bag on eBay. The Mgr. did explain about Coach's policies on online selling.
And I did get a really good deal on a skinny mini. (They had just gotten some in from the mall store and they were an additional 20 off.)
But hearing about the letters and how they handle them - SCARY!!
Thanks to everyone who shares their knowledge