Complaints

This profile includes complaints for Tapestry, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Tapestry, Inc.

  10 Hudson Yards New York, NY 10001-2157

  
• 

  Tapestry, Inc.

  45 N Arkansas Ave Spc 602 Atlantic City, NJ 08401

• 

  Tapestry, Inc.

  50 Water St. Lee, MA 01238

• 

  Coach

  One Coach Way Jacksonville, FL 32218

• 

  Coach, Inc.

  516 West 34th Street Floor 5 Atlanta, GA 30346

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello this is regarding price adjustment for my order ************ The last customer service said he put notes in my order and I can just pickup the bag in store. However, after I picked up the purse, the next customer service rejected my request. I bought the purse and the price changed within 10 minutes (I assume it was because it just hit midnight) I couldve just cancelled the order and place it again, but the customer service person said no worries just pick it up and theyll adjust it for me afterwards.After I picked up the purse I reached out a few days later, and I got rejected right away. This is baiting me to pickup the purse for my wife and switch it on me. My wife has been a long time owner of coach bags, from the US versions to the regional specific versions in ***** and *********, and I buy them as gifts for my mom and mother in law for the last 10+ years, and this is the first time Im using coachs website to make a purchase since this was a specific design my wife wanted and I got it for her b day. I cant believe this is the kind of service that coach is providing. I trusted the customer service and Im attaching the screen shots in this complaint as well with the interaction with the customer service. This really ticked me off.The screen shots shows when the customer service initially told me they will put a note in my order so I can just pickup first and I can reach out for them to adjust the price after, and the next screen shot shows the customer service rejecting the price adjustment.

  Business Response

  Date: 06/10/2025

  Dear Sirs,
  
  We have received a BBB complaint from **** ***. We are sorry to learn that **** *** had an unsatisfactory experience with our online Coach customer care, and we apologize for any inconvenience caused. It is our priority to ensure that every customer's experience with ******************** is positive.
  
  We are sincerely sorry to learn that **** *** had an unsatisfactory interaction with our online customer care team. At ********************, we are committed to delivering exceptional service, and we regret any inconvenience this situation may have caused.
  
  Upon reviewing the case, we found that **** *** initially contacted us on May 29, 2025, to request a price adjustment of $9.00. Regrettably, it appears that this initial request was not received or processed. **** *** followed up with Coach on June 4, 2025, and Coach promptly issued a refund of $9.00 to their original form of payment on the same day.
  
  We appreciate **** **** patience and understanding, and we hope to have the opportunity to serve them again in the futureboth in-store and online.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an all black briefcase for my wife from the Coach Outlet website. When it arrived, she removed all the protective coverings and tags before realizing that the interior accents (the credit card holder, penholder, zipper tags, the leather patch, etc.) were all in this light brown color. The website clearly shows that everything, inside and outside the bag, are in black. I would not have bought the bag if I knew the interior had light brown leather that does not match the rest of the bag at all. I contacted Coach Outlet customer service and sent them photos of the bag I received and the photo from the website. The supervisor I spoke to said I could not return the bag because it was already used and all they could offer me was 5% off the purchase price, which isn't even $20. I told them that they were conducting false advertising but they said that the picture is too dark to tell what color the leather is, however it is very obvious in the website photo that those items are shown in black. I should get what I pay for, I should have received the bag I bought based on the photo they show on their website, that is the definition of false advertising. After doing some research online, this is a common occurrence and happens all the time.

  Business Response

  Date: 06/10/2025

  Dear Sirs, 
  
  Coach has received ***** *********** BBB complaint. As you know, Coach takes great pride in the excellent craftsmanship of its products and the superior level of customer service. ******************** strives to produce high-quality products and ensure a positive experience for its customers.Therefore, ******************** is truly sorry to learn of ***** *********** frustration with the recent order attempt. 
  
  Based on the information provided (Name, Address, Email Address, and Phone Number), Coach was unable to locate an order. Coach is willing to research this matter further but would recommend that ***** ********* reply to this response with the Coach order number or contact Coach ************* at ************ with the order number. 
  

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased and returned a Tabby bag via ************************** The bag and merchandise credit was refunded on 5-23-2025.The merchandise credit was sent to the an old email address. I provided my current email address to the *** while doing the return via on phone call and was assured that the credit would be sent to my my correct email address. After calling multiple times and being told many, many different things I was finally informed the credit was issued to the dormant email address. I have tried resolving this and am very frustrated. The ***resentatives are very cavalier about me being out almost $500.O have yet to receive my credit.

  Business Response

  Date: 06/06/2025

  Dear Sirs,
  
  Coach has received a complaint from ******* ******** filed with the Better Business Bureau. As you know, we strive to create products of the highest quality and ensure that every customer has a positive experience.Therefore, we are truly sorry to learn of ******* ********** frustration regarding their recent return. Our standard procedure is to provide a refund in the form of merchandise credit for items that were exchanged previously in one of our Coach stores. Consequently, the merchandise credit would have been processed to the original email address we had on file.
  
  Our customer care representatives spoke directly with ******* on 6/2/2025 and 6/3/2025. Subsequently, on June 4, 2025, the customer was assisted ************************* with a physical merchandise credit in the amount of $485.10. 
  
  Once again, we apologize for ******* ********** dissatisfaction with their recent experience. We take customer feedback seriously, and rest assured, concerns will be addressed appropriately. Coach hopes to welcome ******* ******** back to our stores and online in the future.
  

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order number is *********** . I have been a coach buyer in store and online and spent a lot of money buying lots of bags. I had an issue where my bags were not delivered to my home . I was expecting my $1600 order to be delivered to me in hand or *** leaving a slip. I contacted coach and they offered a reship however they said that I would not be able to return if I wanted to get my money back. That seems unfair because I ordered so I can see which bag I liked and return which ones I didnt want. If they reship I would not be able to get a refund and I asked for a refund not reship and they said they dont do that. I contacted ****** to submit a claim but since coach debited my order two times separately it was two ****** claims. One claim I won because packages over 1k should have a signature but I lost the $600 remaining portion. I am a student and cannot afford to lose $600 on something I never received. I just want my money back I cant believe a company I spent so much money on would treat customers in this way. I would please like my money back since I never received my items. You can see my account history I buy in store and online.

  Business Response

  Date: 06/10/2025

  Dear Sirs: 
  
  Coach acknowledges receipt of the BBB complaint submitted by **** **** regarding Order ***********.
  
  Coach takes great pride in the craftsmanship of its products and the high standard of customer service provided. Every effort is made to ensure that each customer experience reflects these values. Regretfully, it has come to Coachs attention that **** **** reported a missing item from the order, which understandably caused frustration.
  
  In response, Coach offered a one-time complimentary replacement of the missing item, valued at $393.75, based on **** ****'s report. However, the customer declined the replacement and requested a refund to the original form of payment. As per Coachs policy, reshipped items are not eligible for refund to the original payment method.
  
  Following the declined resolution, **** **** initiated two chargeback disputes through the payment providerone for $1,018.50 and another for $624.75. The dispute for $1,018.50 was resolved in Coachs favor. The dispute for $624.75 was resolved in **** ****'s favor, and the amount has been refunded to the original payment method.
  
  Coach remains committed to delivering exceptional service and looks forward to the opportunity to welcome **** **** again in-store or online.

• Initial Complaint

  Date:05/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent over an hour on the phone with rude agents regarding an order issue. Order placed without applying my gift card. Called back after 10 minutes spoke with rude agent who told me repeatedly call back after 10 minutes although I stated numerous times it already was, and was refused to get a supervisor. Called back again and spoke with a supervisor named ********* who couldnt do nothing and told me to call back and could give me a 10% discount after saying u can discount or take item back. At this point Id appreciate a corporate call back and can keep the $140 hand bag Ill buy elsewhere!

  Business Response

  Date: 06/06/2025

  We are writing in response to the recent complaint submitted by **** ******-*******.
  
  At Coach, we take customer satisfaction very seriously and are committed to providing a positive experience for all our customers. We sincerely apologize for any inconvenience **** experienced during their recent online order dated May 20, 2025. Upon review, the issue arose due to a limitation in our payment system: Coach Merchandise Cards cannot be used in combination with third-party payment services such as Shop Pay. We understand how this may have caused frustration, and we regret any confusion this may have caused.
  
  Our ************* Manager, ********, spoke directly with **** ******-******* on May 30, 2025, to address his concerns. As a resolution, we have issued a replacement Coach Merchandise Card valued at $25, which may be use on a future purchase either online or in-store.
  
  We appreciate **** ******-******* bringing this matter to our attention and giving us the opportunity to make it right. We hope to welcome them back soon and provide the exceptional service and experience that Coach is known for.

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The ****** was never mentioned until yesterday as an issue with the gift card. I checked out on their physical website so if thats something linked to their site thats on them. Thats fine, not shopping them in the future.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ****** ***
  
  
  
  
   
  

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Coach, I'm sorry it came down to this I wanted to let you know I purchase a new Coach bag. toward the end of June. I notice an spot on the my bag, I have 5 coach bag this is my favorite one. I took it to the coach store they couldn't get help me. I'm not happy about the stain I prefer another bag or a gift car I pay $145. 00. I don't know where the stain came from. please give me a call @************

  Business Response

  Date: 06/05/2025

  Dear Sirs, 
   
  We have received a recent BBB Complaint from ****** *****. We understand that ****** ***** is upset, and we apologize for this inconvenience. 
   
  At Coach, we deeply value customer satisfaction, and we want to assure ****** ***** that we take their concerns seriously. Coach has reviewed the provided photos of the stains. Certain stains like ink, dye transfer, grease, paint, or oil can be challenging to remove once they have soaked into the leather. Our dedicated store associates are extensively trained in providing excellent customer service and strive to ensure a positive experience for all Coach customers. We apologize that our ******************************************* was unable to remove the stain with our complimentary leather care service. Coach is unable to provide a replacement or gift card in the amount of $145.00. Coach does not provide stain removal or services for refurbishing leather.
   
  Coach hopes to have the opportunity to welcome ****** ***** back into our stores and online in the future. 

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   U can send an coupon with additional off on my next bag.  though my email or coupon of some sort. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:04/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  coach perfume 08J10J004 bought at **** on 4/24/25 I got home, realized the bottle was empty and was looking at it seeing that there was an issue at the top where the glass and the part that sprays are separated causing it to leak. I contacted **** for 4/24/ 2025. And advise them on what happened. They asked me to bring the merchandise back to the store on Friday 4/25/25 and I did spoke with the manager. The manager advised me that it was a manufacturing issue not a store issue. Its to contact coach directly. I did today.4/26/25 and was told that its not coaches problem. Its Belks problem. Meanwhile, while they play the blame it on each each other game. Me the consumer is the one who is taking the loss when it definitely isnt my fault how the manufacturer didnt. Do a satisfactory inspection on the product before it left. I am open to refund or replacement or Coach Gift card. I have been speaking to coach for the last ************************************************************************************************************************************** that.

  Business Response

  Date: 05/16/2025

  Dear Sirs:
  
  We are in receipt of ****** ****** BBB complaint. As you know, Coach takes great pride in the excellent craftsmanship of our products and our superior level of customer service. We strive to make products of the highest quality and to ensure that every Coach experience is a positive one for our customers. Therefore, we are truly sorry to learn of ****** ****** frustration with the recent experience.
  
  Coach has attempted to reach ****** ****** to resolve this issue to no avail. Regrettably, there is not enough information on this complaint to fully research the concern. To research this complaint, the receipt and photos of the damaged fragrance are required.
  
  Coach recommends ****** ****** contact Coach directly so this can be researched for a resolution. ****** ****** can reply to the email sent for further assistance.
  
  

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order#*********** Placed an order for a loop key fob in signature canvas in the amount of $34.45. I never received the package. The order was delivered to a different city upon looking at tracking information. I live in ******* and the order was delivered to **********. Two different cities. I called coach customer service and they said they would reship the item. I guess the item was reshipped and wherever it was delivered was refused. The item was sent back to the warehouse. I called and asked what happened with the order they said it was sent back to the warehouse in ************. They would process a refund and I would have to place a new order. Coach is in possession of the item and still have not refunded back my money. I called and asked them where is my refund back to my original form of payment and the response is always the same we have to wait for the item to be processed back in the warehouse. They are in possession of the item I never received the package. I want my full refund back to my origin form of payment.

  Business Response

  Date: 05/07/2025

  Dear Sirs,
  
  We are in receipt of ****** ******* BBB complaint regarding the recent order. At Coach, we take great pride in the excellent craftsmanship of our products and our superior level of customer service. Our goal is to create products of the highest quality and ensure that every Coach experience is a positive one for our customers.
  
  ******************** has investigated this matter fully and found that the courier did, in fact, deliver the package to the incorrect address. Coach processed a replacement, which was subsequently returned to sender by the courier and delivered to our facility. A refund has been processed for this item prior to the BBB complaint being filed.
  
  We invite ****** ****** to contact our ************************ at ************ for any additional assistance needed regarding the order.
  
  We look forward to welcoming ****** ****** into our stores in the future.
  
  

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Coach Customer Care,My name is ******* ****, and I am writing regarding an issue with my recent order (Order *************. Im disappointed to report that this order has had multiple issues, and Im hoping for a resolution.Initially, the package was marked as delivered but was missing upon arrival. I appreciate that a replacement was sent to me promptly. However, when I received the replacement item, I was dismayed to find that it appeared used and damaged.Given these repeated issues, I have decided to return both itemsthe original (once located) and the replacementas neither meet the standards I expect from Coach. Ive already completed the return process and provided the damaged items ************** now left without the product I originally wanted, despite having gone through this process twice. This has been frustrating and disappointing, especially given my past positive experiences with your brand. I would like to know what Coach can do to make this situation rightwhether through a refund, store credit, or a resolution that reflects the inconvenience and dissatisfaction caused.Please let me know the next steps. I can be reached at ***************** for any follow-up.Thank you for your time and understanding.Sincerely,******* ****

  Business Response

  Date: 05/06/2025

  Dear Sirs,
  
  We are in receipt of ******* ****** BBB complaint regarding the recent return. We are sorry to hear that ******* **** is unhappy with the recent experience at Coach, and we apologize for any inconvenience caused. We strive to ensure that every Coach experience is positive for our customers.
  
  ******************** can confirm that a strap from order *********** was received, and a refund was processed to the Klarna account. The refund amount is $206.70.
  
  We hope to welcome ******* **** into our stores and online again in the future.
  

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I had an extremely unpleasant situation with COACH order #: ***********. After receiving the package I realized that the items did not fit me and returned them in the same condition as I received them using the label they gave me ******************* They received this parcel a long time ago and immediately approved the refund then after more than 2 weeks I have not received the refund. I contacted them about it again and they said they would not give me my refund for reasons I don't understand, which they didn't explain and didn't provide any proof. They also said that they returned the items I received back to me under tracking ****************** but this parcel already has the status of damaged or stolen while I have not even received it yet. I tried to contact their manager about this situation 2 days in a row but was ignored despite being assured that the manager would contact me every day. I am very upset about my experience with this company and their attitude towards customers and I just want my money back, I have nothing to do with the mess in their company and I am not responsible for the parcel they supposedly gave me back. I am tired of wasting my time and nerves trying to contact them, so I am asking for your help.

  Business Response

  Date: 05/01/2025

  Dear Sirs,
  
  Coach has received Khrystyna Penkovskas BBB complaint regarding their return request. At Coach, we take great pride in the excellent craftsmanship of our products and our superior level of customer service. Our goal is to create products of the highest quality and ensure that every Coach experience is a positive one for our customers.
  
  Upon fully investigating this complaint, our returns department has confirmed that a package was received; however, the item inside was not Coach merchandise. Without the actual product being returned, we are unable to issue a refund, provide credit, or offer any accommodation. We apologize for this inconvenience and recommend that Khrystyna Penkovska contact the *** location where the package was dropped off for further assistance.
  
  Additionally, Khrystyna Penkovska has opened a chargeback dispute with ******. As a result, no further action can be taken by Coach once a dispute is open.
  
  We apologize for any inconvenience this may cause and appreciate your understanding.