Complaints

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

close

Find a Location

Tapestry, Inc. has 63 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/06/2023

  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.

  About 2 months ago I ordered from coach ****** some purses for my family. When I ordered them they came in seperate shipments. first shipment was 2 purses and the other one was 5 purses. Turns out the second shipment only shipped 2 purses instead of 5. I contacted Coach ****** and a supervisor/manger reached out to me via phone couple hours later as they are not on the live chat on the website. After talking to the supervisor she checked the shipment and confirmed they only shipped 2 as the weight on the *** website was very low that it couldn't have been 5 purses. ( confirmed they didn't ship it and it wasn't me lying to them that it didn't come) After I got an option to pick from a replacement or refund. I picked a replacement. after they came I decided the return the purses as they were not fit for our needs. After when they issued a refund they gave me half the refund to my original payment. and the other have in a gift card. The purses at were replacements (3 of them) they said they can't return to my original payment as they were replacements as they the first ones were lost. I contacted them many times and explained it to them what the situation is but they said they can't do anything about it and gave me a gift card word around **** CAD for the return. What am I supposed to do with a **** dollar gift card from coach. I will definitely not be shopping here after this experience.

  Business Response

  Date: 11/13/2023

  Dear Sirs,
  
  Coach appreciates the opportunity to address ***************************************** BBB complaint regarding order ************ Coach understands the importance of resolving customer concerns promptly and wish to provide clarity on the matter.
  
  Upon thorough investigation, Coach acknowledges that the order was shipped in two separate shipments. The first shipment, with *** tracking number ******************, included one **** Crossbody and four **** Crossbody In Signature Canvas. The weight of the package was confirmed by *** at ****lbs, and their investigation was closed after verifying the package's weight.
  
  The second shipment, with *** tracking numbe* ******************* included one **** Crossbody and one Bea ********** Both shipments were dispatched as specified in the order.
  
  In demonstrating our commitment to superior customer service, ******************** went above and beyond by offering ************************************* a one-time replacement set of goods at no charge, even though the initial investigation confirmed the package's completeness. Coach sent $1,134 worth of free replacement goods even though it was not Coachs responsibility to replace ************************************* items after it was confirmed the package included all five items.
  
  ************************************* then returned the replacement goods. As an accommodation, Coach issued a merchandise credit in the amount of $1,134 with order number ***********.
  
  It is against Coach policy to provide a refund for the replacement set of goods because the customer has not paid for those goods. The merchandise card can be used in store, by phone, and online and does not expire. 

• Initial Complaint

  Date:11/06/2023

  Type:Customer Service 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.

  After making a purchase from Coach, even though I have used unsubscribe options numerous times, I continue to receive marketing messages. I have contacted Coach and they promise to remove me from marketing emails, but I continue to receive this barrage of emails. I NEED THIS TO STOP.

  Business Response

  Date: 11/15/2023

  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.
  
  ******************************* has been unsubscribed manually, and Tapestry IT is investigating the potential technical issue customer experienced. 

  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.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/03/2023

  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.

  The company would not issue a refund for returned items even though my return was within acceptable returns per their return policy available to customers online. Please also note how their return policy does not describe "reshipments". At this point I don't have my money or the items.

  Customer Answer

  Date: 11/06/2023

  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:10/31/2023

  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.

  I returned an item to the Coach Store and I have not received a refund from the store or from PayPal. I want my money back for the item as I no longer have it

  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 order. 
  
  We understand ************************* request for a $55.30 refund, and Coach attempted to process it.Unfortunately, the refund was unsuccessful due to an ongoing dispute with PayPal. When a dispute is open, refund transactions cannot be completed.
  
  Coach is committed to resolving this matter promptly. Once the dispute is closed in Coach's favor, we will initiate the $55.30 refund for *************************. Please be aware that the refund process *** take up to 45 days following the resolution of the dispute.

• Initial Complaint

  Date:10/30/2023

  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.

  Order number is ***********. I had ordered two cleaning solutions from Coach. Both of which arrived damaged. The caps werent secured on tightly enough, and the bottles ended up leaking. I had contacted customer service about this, in which they had offered to give me a replacement. I did deny, as I had fear of the same issue happening again, where the products leak onto the box. coach did not do a good job of properly packaging the items. I much rather go in store and purchase the products at this point. The representative told me that a refund is not permitted because the items were final sale. By law, customers are required to receive their money back when an item is damaged/defective. Its bizarre to me how a company will refuse to give you your money back when they are at fault for sending you damaged goods.

  Business Response

  Date: 10/31/2023

  Dear Sirs:
  
  We are writing in response to the recent Better Business Bureau complaint filed by ****************** regarding the order with Coach. As you know, Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service.
  
  ******************** is sorry to hear ****************** received damaged cleaner. Although these items are typically final sale, we are happy to extend a refund in this case due to the reported damage. A prepaid return QR code has been sent to ******* ******s email address.
  
  Eshioma Ajoku should present this QR code at **** which will facilitate the return of the damaged cleaner to our return facility. Upon receipt of the item, we will submit for a refund that will be completed within **** days, totaling $32.59. Please note, returns can only be accepted within 30 days of purchase. Coach recommends writing damaged on the package to notify the returns team that the final sale items are being returned due to them being damaged. 
  
  The closest *** store to Eshioma Ajoku location is:
  
  *** *** *****
  **** *************
  ************** *****
  Sun 10:00am -3:00pm; Mon - Fri 8:30am - 6:30pm; Sat 9:30am - 5:30pm
  
  Coach hopes to welcome ******* ***** back into our stores and online again in the future. 

• Initial Complaint

  Date:10/25/2023

  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.

  I bought a Coach high heel shoe from Coach outlet in ********* ** with an electronic receipt attached. I wore this shoe for about 3-4 times only for occasions. Last week I found the heel tip broke on left shoe with metal pin broken in the heel. The right heel tip is also tilted and maybe about to break. On 10/24/2023 I took the shoe to the same store where I bought it from. I met with ************** who was very unprofessional and rude to me. He refused to listen to me and indicated that he doesnt care about my complaint. I bought and wear several high heels with different brands and never experienced this low quality of shoe manufacturer that will not last for few times. I still have trust of Coach that it stands behind its products and this person at the store does not represent the store in good way. I ask for either a replacement, fix or refund.

  Business Response

  Date: 10/31/2023

  Dear Sirs:
  
  We are writing in response to the recent complaint filed by *************************** with the Better Business Bureau regarding their Coach order. As you are aware, Coach places great importance on the superb craftsmanship of our products and our commitment to providing top-tier customer service.
  
  ******************** is sorry to learn of the damage to ******************************* shoes, which occurred after only 3-4 wears. Typically, our shoes are covered by a 30-day return/warranty policy. However, we are pleased to make an exception in this case and extend a replacement for the damaged shoes. *************************** will receive an email confirmation within 1-2 hours, containing the replacement order details. Furthermore, a tracking number will be provided as soon as it becomes available. Kindly reference order number XUAP10106023. Unfortunately,due to the age of the product, we are unable to offer a refund in this instance.
  
  Coach genuinely hopes to have the opportunity to welcome *************************** back to our stores and online in the future.

  Customer Answer

  Date: 11/02/2023

  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:10/10/2023

  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 bought 5 Mini Cally Crossbody ***** ***** at ********************************************* for 492 on May 3, 2023. The order number is ************When I received the package, I found that every bag was defective, so I requested a return.I packed 5 bags in a box and returned them to coach. The tracking number was ************. The package was delivered on June 2nd. But Coach refused to refund. After contacting many times, coach agreed to refund. However, after waiting for a long time, I only received a refund for 4 bags, and one bag refused to be refunded.I want a refund from the coach immediately. What a terrible experience.

  Business Response

  Date: 10/17/2023

  Dear Sirs:
  
  We are in receipt of ********************* BBB complaint regarding the order from May. We are sorry to hear ******************** is disappointed with the recent experience.
  
  Based on the timeframe for the return Coach is unable to verify how many units were received to our facility however, as a one-time accommodation, a merchandise credit has been issued for $98.40. Please reference order number ************* ******************** should expect to receive this card within 2-4 hours. 
  
  Since this merchandise card was processed and ******************** has been credited in full, Coach considers this matter closed.

• Initial Complaint

  Date:09/29/2023

  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.

  I placed a large order for 7 items from coach outlet online. They only delivered 1 of the 7 items. They are insisting that since they were marked as shipped and delivered I cant get a refund. I explained the situation in 4 separate lengthy calls including management and have not gotten a resolution. I told them it was a mistake on their distribution center that only shipped 1 item yet marked all 7 as shipped using the same tracking number. If you look at the *** proof of delivery it is a small box. Absolutely no way there were 6 pairs of shoes and a bag in that shipment. They insist I can get the items shipped again and those not available I can get merchandise credit. I told them I want a refund because I am tired of the back and forth. And theres no reason why I shouldnt get my money back for items I didnt receive yet I paid for. I have opened a claim with my bank for the transaction as well. Im asking for $912 refund. That is the total for the 6 missing items .

  Business Response

  Date: 10/03/2023

  Dear ****,
  
  We regret to learn about ****************************** recent experience with the delivery of their order. We understand that ************************** did not receive six of the items they had ordered in the package, and we sincerely apologize for the inconvenience caused. At Coach, our associates are trained professionals, and integrity is one of our core values.
  
  Coach has verified that all seven items, which included six pairs of shoes and a Coach X Mint + ********************* were shipped together with *** tracking number ******************. We take great pride in providing superior customer service and demonstrating that every Coach customer is highly valued. Therefore, we issued ************************** a one-time accommodation merchandise credit for the six items they claim to have not received, totaling $912.71. It's important to note that Coach issued this merchandise credit, even though it was not Coach's responsibility to replace ****************************** order.
  
  We want to highlight that *** closed their investigation and confirmed that the package was delivered in its entirety to the shipping address provided at the time of checkout.
  
  After the merchandise credit of $912.71 was issued, ************************** used the merchandise card for orders *********** ($290.75) and *********** ($201.29),leaving a balance of $40.82 on the card. Please be aware that order *********** was canceled due to inventory, and a new merchandise card was issued for $379.85 with order ***********.
  
  Coach has diligently fulfilled its commitment by processing, shipping, and delivering the entire order according to ****************************** request. When packages are delivered correctly and in their entirety to the specified address, a refund option is not available.

• Initial Complaint

  Date:09/28/2023

  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.

  Order *********** ************************************************ ************************************************************** *********************** ************ I placed an order on 9/20/2023 for a **** hobo for $199, a lune bag for $118, and a ****** bag for $119.52 - i spent a total of $463.80. The **** hobo and **** bag were shipped together and the package the was supposed to contain both bags arrived Tuesday 9/26 and the package containing the ****** bag arrived 9/27. The package that was supposed to contain the **** bag and the **** hobo arrived and after inspecting the package that had been retaped together and damaged on the side, I realized that I only received the **** bag and not the **** hobo. I immediately contacted coach regarding this issue and requested a refund for the **** hobo which was $211.24 with tax. I was advised that they could not issue me a refund as the tracking indicated that the package had been delivered. I advised the rep that the **** hobo was not with the **** bag as they indicated and even sent photos of what i received. the customer service rep stated i could have the bag reshipped but it would not be eligible for refund if i did not like it since this was a new style i was trying or i could receive a merchandise credit. I have been shopping in store from coach for over a decade but this was the first time i tried to shop with them online and im highly dissatisfied due to this packaging error on their part. I also live an 8 hour round trip from the closest coach store so a merchandise credit is just not an option for me and I would like my money back that they are refusing to give me for an item i paid for but they did not deliver. its very frustrating this is how they treat long time customers. i am requesting a refund for $211.44 for the refund of the **** hobo that coach did not pack into the shipment they sent me. I paid real money for this item, i deserve real money back. please issue a refund to my paypal account that i paid for this purchase with. thank you.

  Business Response

  Date: 10/03/2023

  Dear Sirs,  
  
  We are in receipt of **************************************** BBB Complaint. We are sorry to hear that ********************************************** did not receive one of the items ordered in the package. We understand that ********************************************** is upset, and we apologize for this inconvenience.? Coach associates are trained professionals, and integrity is one of the Coachs core values.
  
  Coach has confirmed that both the **** Hobo in Signature Canvas and the **** Shoulder Bag shipped together with *** tracking number ******************. Because Coach takes pride in its superior level of customer service and takes pride in demonstrating that each Coach customer is valued, we offered ********************************************** a one-time accommodation replacement for the **** Hobo in Signature Canvas. This offer was declined. As an extenuating circumstance Coach offered a merchandise credit for the value of the bag totaling $211.44. Typically, this is not offered if the item is available for replacement. This offer was also declined. Coach is offering $211.44 worth of merchandise even though it was not Coachs responsibility to replace **************************************** item. Coach is sorry to advise, a refund is not an option for shipped and delivered orders. 
  
  We invite ********************************************** to contact our *************************** at **************, for a replacement or merchandise credit. 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 look forward to welcoming ********************************************** into our stores in the future.

• Initial Complaint

  Date:09/22/2023

  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.

  I went to *************** Coach Store at 12:00 p.m. on August 16, 2023, . I returned three bags in the store, the clerk received them, at almost the same time, I received a email from Coach Outlet, the email wrote"We Received Your Return. Thanks for bringing in your return. You will receive a second email in the next 30 minutes providing your detailed refund information." But until now, I don't receive any refund information email and I also don't receive any refund.

  Business Response

  Date: 09/22/2023

  Dear ****,
  
  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 may 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 three items to our store, and a refund in the amount of $162.61 was processed back to the MasterCard 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: 09/26/2023

  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]

  My complaint number was #********, I received Coach response, I think they are kidding me, Are three Coach bags only worth $162.61? My order is ***********, I returned 3 bags in store, but Coach only refunded $162.61 to my credit card, the amount absolutely was wrong. I returned 3 bags in store, One was camera bag, others were messenger bags, They should refund $162.61+ $87.10+ $87.10=$336.81, but I only received $162.61,therefore, they should refund the difference $174.20 to my credit card. Please see the attached, there are order detail and return detail.

   

   

   

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

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

  Business Response

  Date: 10/11/2023

  Dear sirs: 
   
  We are in receipt of ****** **** BBB response regarding the recent return request. We sincerely apologize for any inconvenience or disappointment you may have experienced during this process.
  
  Upon reviewing this case, Coach has confirmed that a refund was initiated as per *********** request when they visited one of our stores. Unfortunately, this refund request failed. However, Coach records show that a manually refund was processed,and this time it was successful.
  
  Coach understands that timely refunds are crucial, and we regret any delay that occurred. Rest assured, the refund has been processed successfully, and ******************* should expect to see the funds back in their account within 2-5 business days,as per standard banking procedures.
  
  Coach takes feedback seriously, and we appreciate *********************** patience and understanding throughout this process. Since the return has been completed in full, we consider this matter closed.

  Customer Answer

  Date: 10/19/2023

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