On 12/20/17 I ordered a Coach Cooper Carryall in black paying $695.00 not included tax. I recieved my purse on 12/30/17. In April 2021, 1 of my purse handles had a stitching loose I took photos of my purse and I brought it in on 4/ 25/2021 to Coach Store# [protected] see if it could be repaired, I was advised that both handles had to be replaced and paid a total of $160 for that repair and in store Coach sales woman assisted me with mailing my purse off to the Coach repair facility. On 5/6/21 Dayana Vera reached out via email to advise my purse handles could not be replaced with the same type of handles, I advised I do not want the handle to be changed and request the funds paid for the repair to be used to replacement of the metal trim pieces and zipper. That repair was agreed to and on 5/19/21 I received a severely damaged purse that was unrecognizable to the purse I sent off to be repaired. I called Coach on 5/19/21 and spoke with Bega Davis who I sent emails of before and after photos of the purse. On 5/21/21 I was advised that the resolution would be a refund of my repair fee of $160 and a replacement purse. I agreed to that resolution. I asked on 5/21/21 if needed to return the damaged purse and was advised, no. I was advised via email 5/24/21 my replacement would be expedited and asked if I WANTED to send the damaged purse back, I said yes. It was never once advise that it was required to send back to get my replacement and they will not honor to send my replacement. Its is 6/2/21 and I have yet to received my replacement and when requesting an update with Brittany Barnes they are now saying they won't send it until I mail the damaged one back. They have failed me on the repair and even now failing to abide by the resolution they suggested.