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Business Profile

Leather Dealers

Tapestry, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Tapestry, Inc. has 63 locations, listed below.

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    Customer Complaints Summary

    • 311 total complaints in the last 3 years.
    • 92 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am reaching out about order ***********. I received an email it will be delayed and when checking the shipping it shows it wont be arriving within 5 to 7 business days. The same issue happened last year and it was a disaster, however I decided to give it a try again. Customer service is not helping!

      Business Response

      Date: 12/12/2023

      Dear Sirs,

      We are in receipt of ************************* BBB complaint; Coach expresses its sincerest apologies for the inconvenience caused with the delayed order. We are experiencing shipping delays due to the retail holiday traffic online. Our records show a return was issued in the amount of $41.98 and will appear within 5-7 business days.

      Customer Answer

      Date: 12/14/2023

      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,

      *****************************



       

    • Initial Complaint

      Date:11/27/2023

      Type:Delivery Issues
      Status:
      Answered
      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 have a gift card of Coach. The card number is ****************. When I tried to use this card to place an order online, the balance of $35.15 was charged but the order was not completed. I am very anxious. Please send me a replacement with the same balance to my email *********************************** as soon as possible.

      Business Response

      Date: 11/28/2023

      Dear Sirs:

      We are in receipt of ******* ******** BBB complaint. At Coach, we take great pride in the superior quality of our products and the high standards of customer service we uphold. We value each customer and strive to ensure a positive experience with every purchase.

      Coach is sorry for any inconvenience.Coach can confirm that ******* ******* did successfully place an order using the gift card listed on the complaint. The order number is ***********, and this was placed on 11/25/23. Since the card was used on a successful order,Coach is unable to reissue the card.

      We look forward to welcoming ******* ******* back into our stores and online again in the future. 

      Customer Answer

      Date: 12/06/2023

      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: For the order ***********, the amount is $364.85. The original amount of this card is $400. So the rest $35.15 was charged without order number.

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

      ******* *******




       

      Business Response

      Date: 12/20/2023

      Dear Sirs:

      We are in receipt of ******* ******** BBB response. Coach is sorry ******* ******** electronic gift card was redeemed in error. Coach has requested a replacement electronic card,which ******* ******* should expect to receive within the next 2-4 hours. Please reference order number ************ ******* ******* will receive two emails. The first is the confirmation number and the second will include the merchandise card number and pin. The second email will be sent from *********************************************

    • Initial Complaint

      Date:11/24/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 this order, I bought 2 bags but finally I only received one. When I got the package, I found the weight is only for one bag. So I need the refund of $236 to my original payment.

      Business Response

      Date: 12/04/2023

      Dear Sirs,

      We are in receipt of ******* ******s BBB complaint. Coach apologizes for any inconvenience caused by the missing Soho Bag.

      Coach has thoroughly investigated the matter and can confirm that the missing Soho Bag was shipped with tracking number ****************** and successfully delivered to ******* ***** on 12/1/23.

      Coach recommends that ******* ***** contact our ************* team first in the future for more expedient resolutions to any concerns or issues they may encounter. We hope to welcome ******* ***** back into our stores and online again in the future.

    • Initial Complaint

      Date:11/21/2023

      Type:Delivery Issues
      Status:
      Answered
      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 ordered a bag for my wife. However, when I received the box it was empty. However, Coach is saying they can issue me an e-gift card. Which is insane. I didn't pay with an e gift. Therefore, I want my money. In addition, when I asked to speak to a manager, i was hung up on twice. I've shopped with Coach several times. However, after this incident this is the last time they will see a dime from me. incident. In addition, I explained the shipping label says a citron color bag. But the bag I ordered was silver. Therefore, they sent me the wrong bag anyway.

      Business Response

      Date: 12/04/2023

      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 the North South Mini Tote in Metallic Silver 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 order, exceeding our responsibility.

      Coach is unable to address repeated claims of non-receipt or missing items, as a similar claim was made in a previous order.

      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:11/17/2023

      Type:Delivery Issues
      Status:
      Answered
      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 number: *********** I have an order in which my package was marked delivered but I did not get it. I spoke to coach outlet customer service about this issue and they said because it was marked delivered they cannot offer me a refund! I find this very outrageous especially since this is my first time dealing with this company. Now I have come to the BBB to help me out and get my money back before I have to take other measures.

      Business Response

      Date: 11/28/2023

      Dear ****,

      We are sorry to hear about **************** recent experience with the delivery of their order. *** is Coachs preferred delivery carrier and we do ship our package(s) via insured and traceable means. However, insurance does not cover stolen packages.

      In commitment to exceptional customer service, ******************** provided ******************* a complimentary replacement set of goods valued at $151.34, exceeding our responsibility. The replacement package has been shipped and delivered. 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 *********************** understanding and look forward to welcoming them to our stores in the future.

    • Initial Complaint

      Date:11/14/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      5/23/23 I was notified I won a Coach Tabby 26 bag from the Coach Insiders program. I have yet to receive it. I followed up with several texts to Coach customer service ensuring me I would receive it. Now they seem to have not had any records. I have a long chain of texts to verify.

      Business Response

      Date: 11/28/2023

      Dear ****,

      Upon receiving ***************** BBB response, Coach expresses its sincerest apologies for the inconvenience caused. Coach has directly communicated with ********************* and offered a resolution. A digital gift card has been requested, and ********************* can anticipate receiving it within the next 2-4 hours. ********************* will receive two emails: the first with the confirmation number, and the second, including the gift card number and pin, will be sent from *********************************************

      Customer Answer

      Date: 12/07/2023

      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,

      *********************



       

    • Initial Complaint

      Date:11/09/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 online order for delivery on 11/5/23, I selected standard shipping, and received 20$ off my order for signing up for sms alerts. When I received the order confirmation, it said it was for in-store pickup, but for store information it listed my own address. I called customer service immediately (still 11/5) and the representative said it shows it will ship to my house so not to worry. Later that day, I got an email that my pickup order had been picked up. I called but didnt receive an answer. I used the customer care texting line and received vague answers, which requested 24 hours to review my concern. I called them again on 11/7, and they said an investigation was already in place and that theyd reach out in ***** hours with a resolution. Today I have yet to get any information, so we called again (11/9) and they told us to wait until Friday. They said they cant even cancel the order because the investigation is on-going.

      Business Response

      Date: 11/14/2023

      Dear Sirs:

      We are in receipt of *************************** BBB complaint. At Coach, we take great pride in the superior quality of our products and the high standards of customer service we uphold. We value each customer and strive to ensure a positive experience with every purchase. 

      Upon thorough investigation, we have identified a system glitch that resulted in the order being listed as a "pick-up" order in error. Despite this discrepancy, we want to assure ************************* that the order was processed and shipped in with our standard shipping.

      The order shipped with tracking number *****************2, and was successfully delivered on Monday, 11/13/23, to the shipping address provided on the order. We understand the frustration that can arise from such discrepancies and apologize for any inconvenience this may have caused.

      To rectify the situation, Coach has taken steps to address the system issue to prevent similar issues in the future. 

      Customer Answer

      Date: 11/17/2023

      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.

      *************************************************



       

    • Initial Complaint

      Date:11/08/2023

      Type:Product Issues
      Status:
      Answered
      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 this order, I bought 2 bags but finally I did not receive the package. I tried to find the package around my house but I still didn't get that. So I need the refund of $396 in the form of electronic merchandise card to my email ******************

      Business Response

      Date: 11/13/2023

      Dear Sirs:

      We are in receipt of Hft Nlufgs BBB complaint regarding the recent order. We are sorry to hear ********* is disappointed with the recent experience.

      After conducting a thorough investigation, Coach has confirmed that both items were indeed included.Furthermore, our inventory counts, and the weight of the package align with the correct shipment of both 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 Hft Nlufg contact the shipping service used to help locate the missing merchandise. We apologize for any inconvenience this may have caused.

    • Initial Complaint

      Date:11/07/2023

      Type:Product Issues
      Status:
      Answered
      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 *********** contains 5 North South Mini Tote In Signature Canvas, and total price is $580.50. Coach outlet sent two shipments for the order. The second shipment with tracking number ****************** was supposed to have 2 bags, but there was only 1 bag in it.I would like to ask for a refund because I received fewer items than what I ordered. Coach customer service refused to deal with it.

      Business Response

      Date: 11/13/2023

      Dear Sirs:

      We are in receipt of ******************** BBB complaint regarding the recent order. We are sorry to hear ******************* is disappointed with the recent experience.

      After conducting a thorough investigation, Coach has confirmed with the store that shipped *******************'s order that both items were indeed included. Furthermore, our inventory counts align with the correct shipment of both items. Coach strives to maintain the highest level of accuracy and quality control in the shipping processes, and Coach is confident *******************'s order was complete.

      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. 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:11/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 just made a ****** purchase at coach outlet for my staff. I ordered 15 wristlets, all I am asking for is free gift boxes for my order. I have called the stores, ********** and coach outlets before filing this complaint. I am being told that because I purchased from the outlet, I cannot receive girt boxes.! Is my purchase not of any value to Coach because I purchased through the outlet? It is unfair to the consumer to not be given boxes or the option for gift wrap due to purchasing from the outlet stores. I have spent thousands of dollars with coach whether it is through the outlet or regular purchases. This will definitely make me re evaluate my spending with Coach

      Business Response

      Date: 11/13/2023

      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 sorry to learn of ******************************* frustration with the recent purchase. 

      Coach understands the importance of transparency in providing accurate information to our valued customers. We regret that ******************************* is disappointed to learn that gift boxes and gift messages are unavailable for Coach Outlet purchases.

      Coach would like to emphasize that our Coach Outlet events are designed to offer great savings, and while certain features may differ from our Coach Retail options, we aim to clearly communicate these distinctions. As indicated in our online FAQ section under "Order Information" at ******************************************************************************** can find information about the limitations associated with Coach Outlet purchases.

      Regrettably, Coach is unable to send gift boxes. Coach apologizes for any inconvenience or disappointment this may cause. 

      Customer Answer

      Date: 11/13/2023

      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:

      Due to Coach unwillingness to provide something as small as gift boxes, I will return the items for a full refund, which will total over 500.00.   It's saddening to know that such a huge company as Coach/Tapestry cannot provide FREE GIFTBOXES for their customers regardless of where they were purchased via the outlet or the stores it is STILL their product.

      I will also be advising all of my family and friends who love COACH about this and I'm certain they WILL stand in agreement with me and no longer purchase COACH products

      Thank you BBB for your assistance in trying to resolve this ridiculous matter,  it was truly appreciated.  

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


      Sincerely,

      *******************************




       

    Tapestry, Inc. is BBB Accredited.

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