Complaints
This profile includes complaints for Tapestry, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:09/14/2023
Type:Product IssuesStatus: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 purchased a bag on 8/29/23 at approx 3pm. On 8/31/23 at 7am, I received an email with either 25% off or 10% off $150. I contacted support and they told me to return to the store with my receipt and they would make the adjustment for the 25% off. I returned to the store (40 min drive each way) and they refused and were extremely rude and said they would NEVER do that. They also refused to process a return of my bag. I contacted corporate again and *************************** asked me to send a copy of the email and receipt to him and he would have someone look into it and process the 25%. As of today 9/13/23, I have not received a response from ****** or customer service nor have I received my 25% back to my card.Business Response
Date: 09/22/2023
Dear ****,
We are writing in response to the BBB complaint filed by *********************** regarding her recent experience with Coach. We take customer feedback seriously and are committed to addressing and resolving any concerns to ensure customer satisfaction.
Upon receiving *************************** complaint, we investigated the matter to gain a comprehensive understanding of their concerns.
Upon investigation, it was determined that both promotions were designed exclusively for online purchases, and this information was clearly stated in the promotional emails. The 10% off $150+ welcome offer had specific terms and exclusions, including the fact that it was only valid for use on ********* and not in-store locations. The 25% promotion was valid on select styles for Coach Insiders, online at *********.
Coach has communicated with *********************** to explain the terms and conditions of the promotions in detail and to apologize for any confusion that *** have arisen from the misunderstanding.
Coach offers a 30-day return window for all new and unused merchandise. We will provide *********************** with a prepaid *** label for the return, and a full refund will be issued promptly upon receipt of the returned items should *********************** wish to return their merchandise.
We value *********************** as a customer, and our aim is to ensure that all our customer have a positive experience with ********************. We look forward to welcoming *********************** into our stores again, and we will continue to strive for excellence in customer service.Initial Complaint
Date:09/06/2023
Type:Delivery IssuesStatus: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 with online on 8/29, and I received and email on 9/1 stating the order has been shipped, however, it has not. I have been in contact with Coach several different times and each time I've been told something different. On yesterday I reached out to the **** and I was told that they haven't received the package for shipping yet. This is very disheartening, there were no other options listed for shipping and had I known that doing business with Coach online would ruin my daughter's birthday I would have never done it. I have checked the tracking again today and it still contains the same pre shipment information. At this point no one knows where the order is and I would like to get my money back. The order number is ************Business Response
Date: 09/13/2023
Dear Sirs,
We are in receipt of ******* ***** recent BBB Complaint. We understand that *********************** is upset, and we do apologize for this inconvenience. We take feedback from our customers seriously, so please be assured *********************** concerns will be addressed appropriately.
After researching this matter,Coach can confirm that *********************** placed the order *********** on Tuesday 8/29/23 after the cutoff timeframe for same-day processing. *********************** selected a PO Box for the delivery, and regrettably, shipments to a PO Box can take ***** business days to arrive. *************************** order shipped with **** tracking number **********************. Per **** records, this order was delivered on Wednesday, 9/13/23, which is within the guaranteed timeframe for PO Box shipments. A refund has been processed for the shipping fee paid. Coach is happy to issue a prepaid *** return label should *********************** wish to return the order for a full refund. Again,we apologize for any inconvenience this caused.We look forward to welcoming *********************** into our stores and online in the future.
Initial Complaint
Date:08/25/2023
Type:Product IssuesStatus: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 purchased handbag and chain in a store did not like it. I was not near store so I was told I could send it back by *** which I did return. It was returned within the 30 days. Now they are not wanting to issue refund for items that were returned. I did my part now I want my money back. I spend a lot of money with Coach I am about to stop buying with them.Business Response
Date: 09/06/2023
Our records show a return was completed from *** tracking number ****************** to Coach. ************************* contacted Coach on 8/25 and an investigation was opened. A refund was processed back to the original payment on 8/28/2023. The refund reference ID is ****************. We apologize for any inconvenience this return may have caused.Customer Answer
Date: 09/21/2023
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:I never received that refund. You processed the return, but I did not get refund. I had to close that account due to some issues. So I need refund issued different way, but I want my refund asap.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 11/13/2023
Dear Sirs:
We are in receipt of ******************** BBB response. Coach has thoroughly reviewed the details of the return, and we are sorry to hear of ******************** dissatisfaction.
Upon investigation, Coach has confirmed that ************************* successfully returned two items. In response to the return, an electronic merchandise credit was issued with order number *********** on 10/3/23, totaling $487.67. The electronic merchandise credit was subsequently utilized on 10/5/23 at store **** for $357.70 leaving a balance of $129.97.
If ************************* no longer has this card, Coach can redeem and reissue the merchandise card for the remaining amount of $129.97. This card can be used online, in stores, and by phone.
Coach is sorry to advise, since a merchandise card was issued and used for this return,a monetary refund is not a feasible option.
We look forward to welcoming ************************* into our stores and online again.Initial Complaint
Date:08/25/2023
Type:Delivery IssuesStatus: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 purchased two small bags on *************** *********** / placed August 15.the bags shipped separately. One item was received on august 19, the other item has not moved since being delivered to **** by UPS.I have contacted the merchant twice, and they have provided different information about the wait time, I was told if it was not delivered by august 24, I should reach out.On august 25 I reached out to the merchant again, and they said I have to wait another extended period of time.At this time the merchant do does not have any consistency in their wait time which leads me to believe they are avoiding fixing the issue.Business Response
Date: 09/06/2023
Our records show order ***********was delivered on 8/26 via **** tracking number ******************. We apologize for any inconvenience the shipping delay may have caused.Customer Answer
Date: 09/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution took entirely too long for anyone to response. Furthermore this merchant shipped the items late, then responded late. I will next time, dispute with my credit card company if they DELAY ITEMS WITHOUT COMPENSATION.
Sincerely,
***************************
Initial Complaint
Date:08/21/2023
Type:Service or Repair IssuesStatus: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.
On August 14th 2023 I made a purchase with Couch Outlet Online for $******. Two days later on August 16th 2023 Coach made an unauthorized withdrawl from my account in two transactions in the amount of ******. One of the transactions was ******. The second transaction was for $66.04. Equaling $******. I had looked into my account because a purchase I made was declined at the store and I looked on my account and there was three transactions Total from Coach. One was authorized the two were not. I contacted my financial institution and they can not dispute it because Coach has it in a pending status. But I have called Coach and I get the run around I cant release the money. Then they were blaming my bank that they have to remove it. And its always tomorrow they will put the money back on my card. It is now August 20th 2023 and the money has not been returned. I have since received the merchandise and he bill was ****** the took $553.98 out of my account All together. I would like my money back.Business Response
Date: 09/04/2023
Dear sirs:
As you know, Coach takes great pride in our ************** 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 in placing his recent *************** order.
Our records indicate that order *********** shipped on 8/15/2023. Two charges were completed in the amount of $210.94 and $66.04 on 8/15/2023. We have confirmed with our payment processor that the charges were completed to **** ending in ****. No additional transactions are pending by Coach.
These authorization holds which are standard retail practice are not actual charges. Coach authorized the online transaction when the order is placed. Some banks may place a pending hold on the customers available funds to show the transaction as pending. The hold can vary depending on the banks hold polices. Then, the charge is complete once the order ships. We do apologize for any misunderstanding or inconvenience.Initial Complaint
Date:08/18/2023
Type:Service or Repair IssuesStatus: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 purchased this bag online on July 6th with it arriving around July 10th to me. At first the bag was wonderful then as the days started passing I noticed that it appeared the color was literally coming off my bag. I own numerous leather bags and have never had this occur. Scratching is typical for softer leathers however the color coming off in days of opening and owning the bag is crazy. I took my bag in to the Coach store in ******* because I wanted to return it they said there is nothing that can be done as this is the natural property of this leather, and their only recommendation is that I build a new bag with a tougher leather. This bag looks like it's a good 10 years old and I've had it 40 days it will clearly only continue to get worse. I would like an exchange for a new bag I am happy to send this bag in. I can't believe Coach is doing business in this manner. I was bragging about how Coach had did a complete 180 on design and brand and now this experience has left me totally sour. People work hard for their money!Business Response
Date: 09/12/2023
Dear Sirs:
We are in receipt of *************************** BBB complaint about the recent return request. We are sorry to hear that ************************* is unhappy with the experience at Coach, and we apologize for any inconvenience. We want to make sure that every Coach experience is positive for our customers.
After further research, we found that the *************** store did accept *************************** bag for an exchange. The exchange was processed and shipped from Coachs distribution center. The exchange was delivered to ************************* on 8/30/23 with *** tracking number *******************
Again, we apologize for any inconvenience, and we look forward to welcoming ************************* into our stores and online again in the future.Initial Complaint
Date:08/17/2023
Type:Product IssuesStatus: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 this order, I bought 5 bags but finally I only received 3. When I got the package, I opened the box I found there were only 3 bags in it. So I need the refund of $268.20 in the form of electronic merchandise card to my email *****************.Business Response
Date: 09/06/2023
We are sorry to hear that ******* ***** is unhappy with their ordering experience at Coach. Our records show order *********** was delivered on 8/11/2023 via *** tracking number ******************. The package included (5) CA582 IMRVQ ****** Bucket Bag 22 In Signature Canvas included in the package.
Our 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 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:08/15/2023
Type:Billing IssuesStatus: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 purchased a bag on sale for approx. $140 a month later I was charged for difference of the full price.Business Response
Date: 08/23/2023
I have contacted the customer to get the details of the events. I was able to provide the information gathered to the ***************************** The refund was issued for the amount in question.Customer Answer
Date: 08/26/2023
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:08/15/2023
Type:Product IssuesStatus: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 ordered 3 **** Coach purses on 6/8/23. Order #*********** in the amount of $1267.95. Only one of the 3 purses arrived in the box, even though the invoice showed that all 3 purses should've been in the shipment. I contacted customer service multiple times by chat and by phone, but they refused to provide me with a refund for the 2 missing purses. I ended up doing a chargeback to my credit card in the amount of $845.30, which is the cost of the 2 missing purses. I then ended up returning the 1 purse that I received because I was upset with the customer service. I returned it by mail on 6/20/23 via **** and I received an email on 6/22/23 that it had been received. Tracking #****************** confirms that it was received by Coach. The purse was returned within the 30 day return policy, and it had the tags attached and it met all of the return standards required. After waiting almost a month for the refund in the amount of $422.65, which is the cost of the purse with taxes, I called customer service again. They told me that they were refusing to process the refund for the purse that I sent back as retaliation for doing the chargeback for the 2 missing items. I then waited until today (8/15/2023) and again tried to get my refund, only to be turned down again. It has been 2 months since I returned the purse, and they are refusing to refund my money strictly out of retaliation for doing the chargeback for the other 2 missing purses. So now I don't have any of the merchandise I ordered, but I am still missing my money. I am attaching screenshots from my conversation with customer service by chat that confirms that they are refusing to process my refund for the purse I returned by mail as retaliation for doing the chargeback for the 2 other purses that I never received.Business Response
Date: 09/06/2023
We are sorry to hear that *********************** is unhappy with their ordering experience at Coach. Our records show order *********** delivered on June 15th at 4:13 via *** tracking number ******************. *********************** contacted Coach on June 15th to report the missing 2 bags and our customer care associate offered to send a replacement for the missing items.
On 6/20, Coach *********************** opened a dispute with their bank for the missing bags and Coach received a chargeback in the amount of $845.30. Bag ***** ***** was returned to Coach and noted on 6/28. Due to a 45-day dispute resolution the return could not be processed.
We have confirmed the dispute was closed on 9/5. Coach will process a return in the amount of $422.65, if not settled in the dispute.
We apologize for any inconvenience that *********************** has experienced throughout this process. We are committed to providing exceptional customer service and ensuring that situations like these are handled with the utmost care and efficiency.Customer Answer
Date: 09/20/2023
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:08/15/2023
Type:Delivery IssuesStatus: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 have an order of Coach Outlet and the order number is ************************. For the order, I bought three bags but when I checked tracking information of ****************** I found all of them were delivered to New Castle but my address is Bear. So they were sent to the wrong destination. I need the reshipment of the three bags to my correct address as soon as possible!Business Response
Date: 08/24/2023
Dear ****,
We apologize for the recent delivery issue experienced by *******************************. At Coach, we ship our packages via insured and traceable means through our preferred delivery carrier, **** We understand that *** was unable to confirm delivery to the requested address in ********, and we regret any miscommunication that *** have occurred.
As a demonstration of our commitment to excellent customer service, we would like to offer ******************************* a replacement set of goods at no cost. The replacement should arrive within 5-7 business days via ***, with an order confirmation sent within 2-4 hours and a tracking number provided once available.
We hope to welcome ******************************* back to our stores and online in the future.Customer Answer
Date: 08/29/2023
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: I checked my order email but I didn't get order number and tracking number of the replacements. Please provide them for me.[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Business Response
Date: 09/06/2023
Our records show a replacement order was delivered on 8/29/2023 via *** tracking number ****************** and received by the name ***. The package included ****************** CITY TOTE;IM/DQC.
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