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

  
• 

  Coach, Inc.

  260 Premium Outlets Blvd Hagerstown, MD 21740-9552

• 

  Coach, Inc.

  137 Westfarms Mall Farmington, CT 06032

• 

  Tapestry, Inc.

  45 N Arkansas Ave Spc 602 Atlantic City, NJ 08401

• 

  Tapestry, Inc.

  50 Water St. Lee, MA 01238

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:12/28/2023

  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.

  ordered two wallets from coach never arrived and *** sent back order noting unable to deliver and return them back to outlet store Coach *** order ****************** *or $203.36 never received item informed that the order was sent back and called coach 4 times with the same response that I would be credited the money but as of today's date a return/refund for $203.36 has not been made. I received another 4 wallets from them under separate order but not order for 2 long zip around wallets for total of $203.36 order number **********.

  Business Response

  Date: 01/05/2024

  Dear ****,
  
  We are writing in response to ******************************* BBB complaint regarding their recent experience with Coach and the return processed for order **********9.
  
  We want to express our apologies to ***************************** for any inconvenience they have experienced. At Coach, we are committed to ensuring that every customer has a positive and enjoyable shopping experience.
  
  After conducting a thorough investigation into the matter, Coach has confirmed that ******************************* return for order *********** was processed successfully. The return was associated with return order number.
  ***********. ******************************* returned two items, and a refund in the amount of $203.36 was processed back to the Master Card was used for the original purchase.
  
  Given that the return was processed successfully, Coach recommends that ***************************** reach out to their financial institution or bank for assistance in locating these refunded funds. They should be able to provide guidance on the status and availability of the funds.
  
  We are committed to improving our customer experience continuously, and we look forward to the opportunity to welcome ***************************** back to our stores and online in the future.

• Initial Complaint

  Date:12/26/2023

  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.

  About half a month ago I ordered from coach outlet XUP21528800. When I ordered them they came in separate shipments. the first shipment was 1 item, the second was 5 items, and another was 2 items. Turns out the second shipment only received 1 item instead of 5. The creating shipping weight showed for the second package was 8lb, but the delivery wight was 2lb, which is not the weight of 5 bags. Missed $500!!! I contacted Coach outlet supervisors/managers, but they refused any refund. I've filed a complaint with *** and I'll call the police if it still hasn't been dealt with. *** can double-check the weight in transit to find what went wrong. It's not my fault, why should I bear the loss? Coach outlet is infringing on the interests of consumers I will not be shopping here after this experience.

  Business Response

  Date: 12/26/2023

  Dear Sirs:
  
  We are in receipt of ******** ***** BBB complaint regarding their recent order***********.We apologize for any inconvenience caused. Coach can confirm that all five items were shipped with *** tracking number ****************** and were successfully delivered on 12/5/23. The package was delivered and signed for at the requested freight location. An investigation was conducted with *** and closed with proof the package was delivered to the address provided by **************************
  
  Unfortunately,Coach is unable to provide a replacement or refund for this order as it was delivered as addressed. After researching these inquiries, based on the phone number and address, Coach has received several claims of non-receipt, Coach is unable to assist with multiple claims of non-receipt. Coach recommends ************************* contact the freight forwarding address responsible for their package, as they accepted responsibility for its delivery.
  
  To prevent further issues, we suggest using a different shipping address for future orders.

  Customer Answer

  Date: 12/28/2023

  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]

   please provide the *** investigation result and the delivery photo. It is showing the investigation is not closed in my end.

   

   

   

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

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

  Business Response

  Date: 01/05/2024

  Dear Sirs:
  
  We are in receipt of ******** ***** BBB response regarding the recent order.
  
  Coach has thoroughly investigated the matter and can confirm the accurate shipment, delivery, and inclusion of all five items with tracking number ******************. Coach strives to maintain the highest level of accuracy and quality control in the shipping processes. Our inventory counts align with the correct shipment of all five items.
  
  Additionally, Coach records indicate that the shipping address used belongs to a forwarding service or third-party shipper. Regrettably, when such services are utilized, Coach is unable to assist further, as merchandise may be removed from its original packaging and re-packaged at the forwarding facility.
  
  A refund or merchandise credit cannot be processed in this case. Coach recommends ************************* contact the shipping service used to help locate the missing merchandise.We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:12/20/2023

  Type:Product 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.

  My husband returned a purse and wallet that he had bought me that were brand new. Coach has acknowledged that they received it. We have been reaching out for over 1 month to get our refund of $183.56 back to our account. Each time we call we are told it is in process. We have never gotten a refund. The email used for the account order was *********************** this is not the first time that Coach Outlet has taken excessive time in refunding us. This is not due to the holiday. It happened to us in June 2023 as well. It took am excessive amount of time and work to be refunded.

  Business Response

  Date: 12/26/2023

  Dear Sirs,
  
  We are writing in response to ************************* BBB complaint regarding their recent experience with Coach and the return processed for order ***********.
  
  We want to express our apologies to ************************* for any inconvenience they have experienced. At Coach, we are committed to ensuring that every customer has a positive and enjoyable shopping experience.
  
  After conducting a thorough investigation into the matter, Coach has confirmed that ************************* return for order *********** was processed successfully. The return was associated with return order number ***********. ************************* returned two items, and a refund in the amount of $183.56 was processed back to the **** that was used for the original purchase.
  
  Given that the return was processed successfully, Coach recommends that ************************* reach out to their financial institution or bank for assistance in locating these refunded funds. They should be able to provide guidance on the status and availability of the funds.
  
  We are committed to improving our customer experience continuously, and we look forward to the opportunity to welcome ************************* back to our stores and online in the near future.

  Customer Answer

  Date: 12/29/2023

  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.
  

  After I filed the complaint, only then was the refund expedited and received. I hope that Coach will do better in the future to honor their refunds in a timely manner, as this was an unacceptable turn around time. 

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

  
  

• Initial Complaint

  Date:12/14/2023

  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.

  Date: November 10, 2023 Amount: $152.51 Business provided: online order for boots Nature of dispute: Never received. I ordered 2 pair of boots from Coach online. When I received the box by *** it only had 1 pair of the boots that I ordered. I contacted Coach and they advised me that they could send me a replacement boot or a store credit. I was also told the boot could not be returned if they sent another out. I was not happy with that so I returned the boot that I received and advised the representative that I was not accepting what they were offering I wanted the money paid returned to the card on file. I was told because the boots were shipped that was not possible.I then went to *** and found out that the box weighed a little over a pound and the boots that were mailed weighed a little over 5 pounds. The box and 1 pair of boots equal the weight of the **** pounds which proves that only 1 pair of boots was in the box received. If there had been 2 pairs of boots the box would have weighed more, therefore I am requesting that $152.51 be returned to the card on file.Coach issued me a gift card, or wanted to send me the boots but stated they are non refundable nor could I change the size if I could not wear.Tracking #: ******************. I do not have an account or order number. I paid thru a pay in four account by the name of ******. I have also reported the problem to them.

  Business Response

  Date: 12/26/2023

  Dear Sirs:
  
  We are in receipt of ********************* recent BBB complaint regarding the recent order. We are sorry to hear *************************** is disappointed with the recent order.
  
  Coach has thoroughly investigated the matter and can confirm the accurate shipment, delivery, and inclusion of both boots from ********************* order. Coach strives to maintain the highest level of accuracy and quality control in the shipping processes, and Coach can confirm that ********************* order was shipped in full.
  
  In commitment to exceptional customer service, ******************** provided *************************** a complimentary merchandise card for the value of the boots. Regrettably the original boot has sold out.Sending the merchandise card exceeded our responsibility as it was confirmed all items were included in the package.
  
  After the merchandise credit was issued, *************************** disputed the charge with ******. This dispute was closed in Coachs favor since it was confirmed delivered as addressed.
  
  Regrettably, a refund is not an option in this case. Coach sincerely apologizes for any inconvenience caused and remain committed to ensuring a positive customer experience.

• Initial Complaint

  Date:12/13/2023

  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 placed an order *********** online. For the order, I bought 2 bags but I only got one at last. So I need a refund of $125.1 of the missing bag in the form of electronic merchandise card to the email *********************

  Business Response

  Date: 12/21/2023

  Dear Sirs, 
  
  We have received ***************************** BBB complaint regarding their order of the Mini ****** Carryall in Signature Canvas that was not received. Coach apologizes for the inconvenience caused to ************************* and understands their frustration. At Coach, our associates are trained professionals, and we hold integrity as one of our core values. We take pride in providing superior customer service and value each of our customers. Coach has sent a replacement to ************************* for the missing Mini ********************* in Signature Canvas. The bag was shipped with tracking number *******************
  
  We look forward to welcoming ************************* into our stores and online again in the future.  

• Initial Complaint

  Date:12/08/2023

  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.

  I placed an order *********** online, but I did not receive the package at last because the package was sent to the wrong destination. My city is Bear but the package was delivered to another ***********. I am very anxious so I need the refund of $202.6 in the form of electronic merchandise card to my email *************************

  Business Response

  Date: 02/08/2024

  Dear ****,
  
  We have received a BBB complaint filed by ************** regarding the delivery of their order. Coach apologizes for any inconvenience caused to ************** due to their recent experience with the delivery.
  
  In our commitment to providing exceptional customer service, we have provided ************** with a complimentary replacement set of goods valued at $202.60. This exceeds our responsibility as the original order was delivered. The replacement item was shipped and delivered as addressed with *** tracking number ****************** on 12/26/23. It is against Coach policy to provide a refund for the replacement set of goods because the customer has not paid for those goods.
  
  We appreciate Oks ***** understanding in this matter and hope to see them at our stores in the future.

• Initial Complaint

  Date:12/08/2023

  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 family gave me a gift card from this company. They were not told of an expiration of the card that they paid money for. I went in to the Coach Outlet Store in ***********, ** and attempted to redeem the amount remaining on the card that was confirmed by the manager of the store by a reciept which I have. Myself and several friends of mine went to the store and I attempted to purchase a purse that would habve been a little over what remained on the card. The salesperson told me that there was no money on the card even though I had the reciept showing that there was money left on the card of $117.01. We left and went to another outlet store in ********, ** and they told me the same thing and also that I couldn't use the card at an outlet store but only at a regular store even though the card states that it can be used for purchases in any Coach store in the **, ***********, ****** and on coach.com. I do not speak English well so I had my friend's husband call customer service. **************** told him that there was no money left on the card to which he told them that he had the reciept stating that there was a balance of $117.01 on the card. **************** checked their records and told him that I had gone into the Outlet Store in *********** and tried to make the purchase which was canceled and that my card was charged $161.00 one hour later that same night while I was in ********, **. **************** then told him that we would have to go back to the Outlet Store and take it up with management there and ask them for the video of the two transactions which the manager refused to do. Then the manager got on the phone for a long time and came back and said that the reason there was no money on the card was because the card had expired and therefore there was no longer any money on the card. Even in that case there was no prior notification that the card had to be used prior to any particular date and it was told to my daughter prior to her purchasing.

  Business Response

  Date: 12/21/2023

  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 Coach gift card number is required. Additionally,Coach can confirm that gift cards do not have an expiration date however, if a gift card is not used for an extended period the state will claim the funds as unclaimed property. The timeframe depends on the state the card was purchased in,and the funds are listed under the original purchaser.
  
  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:12/07/2023

  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.

  Upon delivery, the receipt indicated that I received 4 items. However, upon inspection, I discovered that I only received 3 out of the 4 Coach slippers. To rectify this issue, I have spent countless hours on the phone trying to find a solution. Coach has informed me that their policy is to provide a credit in the form of a gift card. However, I am requesting a refund to be credited back to my debit card instead. I have no intention of continuing to do business with Coach Outlet due to this laborious and unresolved experience.

  Business Response

  Date: 12/19/2023

  Dear Sirs,  
  
  We are in receipt of ************************* recent BBB Complaint. We understand that *********************** is upset, and we apologize for this inconvenience. We take feedback from our customers seriously, so please be assured of *********************** concerns will be addressed appropriately.  
  
  Coach is happy to confirm, that when *********************** spoke with an associate by phone on 12/7/23,the issue was resolved.
  
  We look forward to welcoming *********************** into our stores and online again in the future. 

• Initial Complaint

  Date:12/07/2023

  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.

  I placed an orde* *********** online. For the order, I bought 5 pairs of shoes but I only got four at last. For the tracking number ******************, it should include 4 pairs of shoes but I received 3. So I need a refund of the missing shoes in the form of electronic merchandise card to the email of the order.

  Business Response

  Date: 12/26/2023

  Dear Sirs:
  
  We are in receipt of ***************************** BBB complaint regarding the recent order. We are sorry to hear *************************** is disappointed with the recent experience.
  
  Upon investigating the matter, Coach has confirmed with the store that shipped *************************** order that all four items were included with tracking number ******************. Additionally,the inventory counts in the store align with all four items being shipped.
  
  Coach records indicate that the shipping address is a forwarding service or third-party shipper. Coach is unable to assist when these services are utilized. As merchandise will often be removed from Coach original packaging and then be re-packaged at the facility. A refund or merchandise credit cannot be processed in this case. We recommend contacting the shipping service used to help locate the missing merchandise. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:12/06/2023

  Type:Billing 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.

  My complaint: Coach has not posted a $175.81 refund to my credit card after nearly ************************************* a Coach Outlet store on July 8, 2023. Coach order ************************. The bag had not arrived and Coach customer service could not provide an ETA. I filed a dispute with my card on Aug. 7, 2023 for merchandise not received. I finally received the paid for merchandise but did not care for it. I withdrew the dispute from my credit card on Aug. 30, 2023. I returned the bag to the Coach Outlet store and obtained a return receipt on Sept. 7, 2023 for $175.81. The refund still has not been posted to my credit card. I have contacted Coach Outlet customer service via email and phone over 20 times since September. One email interaction stated Coach had to wait **************************************************** order to refund the money. I began contacting customer service again after the refund was still not posted by Oct. 15, 2023, providing screenshots and that the dispute was withdrawn Aug. 30. Since then I've continued to contact customer service and have received various dates that the refund was processed. When I ask for help from a finance manager or next level person the email response is that I'll be called within ***** hours. No one EVER calls nor follows up with an explanation nor what info they need from me to complete the refund. I just want the returned merchandise credit of $175.81 refunded to my original credit card. I do NOT want any kind of Coach online or store credit. I am happy to forward any and all email correspondence with Coach Outlet customer service.

  Business Response

  Date: 12/19/2023

  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 order. 
  
  Coach attempted to refund the requested $175.81 however, this refund failed.Prior to resubmission, ************************************ disputed the charge with Mastercard.Refunds are prohibited when a dispute is open. Once the dispute was closed, in Coachs favor, the refund was manually submitted and was processed successfully. Please allow 3-5 days for the funds to reflect on the Mastercard.
  
  We look forward to welcoming ************************************ into our stores and online again in the future. 

  Customer Answer

  Date: 12/22/2023

  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,
  
  ************************************