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:08/11/2023

  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 ordered 5 ****** Crossbody In Blocked Signature Canvas on ********************************************* for $646 on May 25, 2023. There're two shipments for this order. For the first tracking number: ******************, it should have 2 bags, but when I received this package and opened it, it was empty!!! I contacted coach customer service many times, but the ********************** customer service just asked me to wait!!! The last time I contacted coach customer service, she said that this order is not within 30 days, and nothing can be done! I ordered it and received nothing. This wastes my time, energy and money. I ask the coach for a refund.

  Business Response

  Date: 08/21/2023

  Dear Sirs,
  
  We have received the BBB Complaint from ******************* regarding the missing ****** Crossbody In Blocked Signature Canvas from their order ************ Coach apologizes for any inconvenience caused to ******************* and deeply regrets any dissatisfaction caused. To resolve the matter, we have issued an electronic merchandise credit of $258.40 for the missing items. ******************* can refer to order number ************ to access this credit, which should be received within 2-4 hours.
  
  At Coach, we prioritize providing exceptional customer service and maintaining the highest standards of integrity. We apologize for any inconvenience this has caused.
  
  We look forward to welcoming ******************* into our stores and online again soon. 

• Initial Complaint

  Date:08/08/2023

  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.

  I placed an order *********** online. For this order, there is a tracking number ****************** which included 2 bags but finally I only received one. When I got the package, I found only one bag was in the box. So I need the refund of $116.10 in the form of electronic merchandise card to my email **************************

  Business Response

  Date: 08/21/2023

  Dear ****,
  
  We have received the BBB Complaint from **** ******* regarding the missing North South Mini Tote In Signature Canvas from their order ***********. Coach apologizes for any inconvenience caused to **** ******* and deeply regrets any dissatisfaction caused. To resolve the matter promptly, we have issued an electronic merchandise credit of $116.10 for the missing item. **** ******* can refer to order number ************ to access this credit, which should be received within 2-4 hours.
  
  In the future, we recommend that **** ******* contacts our ************* team first for more expedient resolutions to any concerns or issues they may encounter. At Coach,we prioritize providing exceptional customer service and maintaining the highest standards of integrity.
  
  We look forward to welcoming **** ******* into our stores and online again soon. 

• Initial Complaint

  Date:08/07/2023

  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 purchased a pair of Coach Clogs from the Coach Store at ************ Mall, *******, ***** on August 19, 2022 (photo attached). On 7/31/2023, I was at the ******************** in **, and the strap on the right clog broke. I walked to the Coach Store and was told they have no warranty on shoes, only handbags. The clerk stated, he would however, give me a 35% discount on anything in the store. I declined stating I will take the coupon for a future date. He said I had to buy something on that day. I then researched and learned Coach has a one year warranty on all items including shoes (see attachment). The next day I called the nearest Coach Store to me, which was ************, ** and no answer. I called the store where I purchased the clogs in *******, ** and was put on hold a number of times, then finally someone took my number and said manager would call me back. I have not heard back and it has been 5 days. I called the local outlet store in *********************, ** and was adamantly told, they do not warranty shoes past 60 days. She gave me an 800 **************** number to call. When I called the 800# I was connected then disconnected three times. I am seeking repair of the clogs purchased as the shoe appears to have been faulty. The break happened while still within the one year warranty period. I have gotten conflicting and rude responses from the store staff. The cost of the clogs were $195 plus tax. The charge is on my debit card. In addition, Coach has my email, which they request so that they can keep record of my purchases. My email is **************** I am seeking repair of the clogs, if not, I am requesting a new pair to replace the damaged clogs. Thank You.

  Business Response

  Date: 08/17/2023

  Dear Sirs: 
  
  We are in receipt of *********************** Randalls Better Business Bureau complaint about the Signature Clogs. As correctly indicated, Coach offers a one-year warranty specifically for bags,briefcases, and small leather goods. This warranty encompasses any quality-related issues within the 1-year period and includes complimentary repairs. However, it's pertinent to note that the warranty coverage does not extend to shoes. This information can be found on the Coach *** website: ******************************************************.
  
  Coach provides a 30-day warranty on its shoes. During this period, customers are eligible for an exchange or refund in case of any defects. However, as the 30-day warranty period has now expired, Coach is unable to offer assistance with a replacement or credit for the shoes.
  
  Regrettably, the attachment provided by ******************************* is from Coach ** stores and since this purchase was made in the US and this is also the country ******************************* resides in, the ***************** would be in place.
  
  Coach apologizes for any inconvenience this causes. We look forward to welcoming ******************************* into our stores again in the future.
  

• Initial Complaint

  Date:08/03/2023

  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.

  May 17, 2023 an order was placed order number *********** from the coach site . The order stated delivered and it was not when I contacted Coach to tell them I was speaking to an agent online and she processed for the order to be resent . I explained it was for an event and the Re ship would not get to me on time . When I received the order I promptly returned back to merchant. Some time had passed and I realized that my refund was never processed. refund was never processed. I contacted the merchant. I contacted the merchant. I contacted the merchant it was then that I was told that my order was sent back June 16 I spoke to a rep and a supervisor.I was told the merchant it was then that I was told that my order was sent back June 16. I spoke to a rep and a supervisor was told was told because the order was re-ship that I could only get a store credit however, they were going to give me a courtesy and refund me my money back. this is going on two months now and I have now been told I am not going to be granted the courtesy of the refund and now Im forced to use a credit to spend with the merchant that I dont no longer want to. Its ridiculous that Im not getting my refund and on top of that I was still charged, with no product no refund and no credit. *** reached out on social media and on ******* I keep getting told I will be compensated for over a week now, but to no avail. Im highly disappointed I just want my refund of $430 from coach owner tapestry ****

  Business Response

  Date: 08/14/2023

  Dear Sirs,?  
  
  We are in receipt of ********************************* BBB complaint regarding the recent order. We are sorry to hear of the 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. This order was delivered as addressed.
  
  Because Coach takes pride in its ************** of customer service and takes pride in demonstrating that each Coach customer is valued, we offered ********************************* a one-accommodation replacement set of goods. Coach sent $430.06 worth of merchandise even though it was not Coachs responsibility to replace ************************** delivered package.  
  
  The free replacement item was then returned. It is against Coach policy to provide a refund for the replacement set of goods because the customer has not paid for those goods. ********************************* was advised on all communication channels that a refund would not be an option since this replacement was sent at no charge and was offered a merchandise credit for the value of the order.
  
  ********************************* then disputed the charge with ******. Since this dispute is open, Coach is unable to provide a merchandise card, at this time. Once the dispute is closed,in Coachs favor, Coach will be happy to issue a merchandise card as offered in the communication channels with Coach. Disputes can take up to 45 days to resolve.

• Initial Complaint

  Date:07/25/2023

  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 ordered a bag in Coach outlet website but I don t receive my package even though ups showed that it was delivered. I try to file a claim to ups and they told me I should ask for refund from the sender. I talk to the agent of Coach outlet but they refused to refund to my payment original and only offered me a merchandise credit. It s so unfair because the delivery problem is none of my business.

  Business Response

  Date: 08/01/2023

  Dear Sirs,
  
  We are in receipt of **** ***s BBB complaint. We express our apologies for the inconvenience **** *** experienced with the delivery of their order. Coach uses *** as our preferred delivery carrier, ensuring packages are shipped via insured and traceable means.However, it's essential to note that insurance does not cover stolen packages.According to the delivery records, the order was delivered as addressed, and a signature was provided upon delivery.
  
  At Coach, we take pride in delivering a ************** of customer service and demonstrating our value for each customer. Considering the situation, we offered ******** a one-time merchandise credit as accommodation for the value of the order. Unfortunately,due to the item being sold out, we were unable to replace it. Nevertheless, a merchandise credit amounting to $160.27 was sent, even though it was not Coach's responsibility to replace the delivered package.
  
  Regrettably, after the merchandise credit was issued, ******** disputed the charge with PayPal, resulting in the devaluation of the merchandise credit while the dispute remains open. As a result, we are currently unable to provide further assistance. However, once the dispute is resolved and closed (a process that can take up to 45 days),Coach will be more than happy to reissue the merchandise credit to *********
  
  We want to clarify that providing a refund for the replacement set of goods goes against Coach's policy, as the customer has not made a payment for those items. We are committed to resolving the situation to the best of our abilities within the confines of our policies and procedures.
  
  Once again, we apologize for any inconvenience caused and hope for a prompt resolution to the dispute to offer ******** the appropriate merchandise credit.

  Customer Answer

  Date: 08/03/2023

  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]

  First of all I would like to emphasize that neither the recipient (HuanYu Ren) nor the apartment manager has seen this delivery, much less signed for it. There is also no record of this package in the  delivery system of apartment either. FYI, you can contact the apartment at ************** (the address: ******************************************** apartment, *********************)
  
  Secondly, we also talked to *** about this issue and they could not rule out the possibility that the package was lost during delivery, so this is not a stealing problem either. Besides, I think the delivery issue is something that the merchant and the delivery company need to be responsible for and negotiate, and this should not be shifted to the consumer's responsibility. 
  
  Finally, I didn't get the item I wanted and my cash was forced to be converted into a shopping card, forcing me to continue to buy other products I don't like at coach, which can't possibly be a satisfactory solution!  

   

   

   

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

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

  Business Response

  Date: 08/14/2023

  Dear Sirs: We are in receipt of ********'s BBB response regarding the recent order. We regret to learn that ********'s experience with Coach has been unsatisfactory, and we extend our apologies for any inconvenience caused. Ensuring a positive and seamless Coach experience for all our customers is of utmost importance to us.
  
  We would like to address the situation regarding the PayPal chargeback. Coach was notified by PayPal about ********'s dispute over the charge. Unfortunately, due to the initiation of the chargeback process, we are currently limited in our ability to provide further assistance. We understand the frustration this may cause and apologize for any inconvenience.
  
  It is important to note that once an order has been successfully delivered to the specified address, Coach's policy regarding refunds comes into effect. As per this policy, we are unable to process a refund in such circumstances. 
  
  We appreciate your understanding that certain procedures need to be followed during the dispute resolution process. Once the dispute is officially closed in favor of Coach, we will be able to proceed with resending the merchandise credit to ********, totaling $160.27. It's important to mention that the dispute resolution process can take an estimated ***** days to reach a resolution.
  
  

  Customer Answer

  Date: 08/17/2023

  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]

  I have to re-emphasize that no one signed for the delivery, and even if the delivery status shows delivered, there is a situation where it was not in fact delivered, which *** can't deny, even though I've experienced a similar situation. The courier company employee also admitted to the loss during the phone conversation, but in the end they refused to take responsibility and told me to claim from Coach on the grounds that only the merchant or the shipper can claim from the courier company. If you insist that the delivery was delivered, provide proof that the recipient signed for it in person. Also, it's unfair to make consumers follow the so-called policies set by the big companies themselves. I don't want to discuss or emphasize the delivery issue any further, and I don't care about your problems with the delivery company, I'm only concerned about the item I want and the refund I deserve. I will conclude by stating once again that not getting what I want but forcing me to make a replacement purchase cannot be a satisfactory and reasonable solution, and I will insist on appealing until you give me an answer that satisfies me.

   

   

   

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

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

• Initial Complaint

  Date:07/24/2023

  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 at ******************************************** on June 29,2023 (with the order No* *********** ). the items I ordered were 5pcs bags ( item name: Lacey ********* in Signature Canvas; color: GOLD/BROWN BLACK; price: $118.15/each, total: $590.75). *************** claimed the order has been shipped out via *** with the tracking No. ******************. However, I in fact have NOT received any packges at all. I emailed to ***************. But they replied to me as : "Due to multiple non receipt claims in the past, we are unable to accommodate or appease for this order". So basically, I made the payment but got nothing!

  Business Response

  Date: 07/24/2023

  Dear Sirs,
  

  We have received ******************* BBB complaint regarding their recent order, and we apologize for any inconvenience caused. After conducting a thorough investigation, Coach can confirm that all 5 ****************** Signature Canvas were indeed shipped with *** tracking number ****************** and was successfully delivered on 7/5/23.The package was delivered and signed for at the specified freight location as requested. An investigation was opened with *** and closed after they confirmed the package was delivered as address with a proof of delivery.
  
  Additionally, considering previous claims of non-receipt associated with the provided phone number and address, Coach is regrettably unable to offer a replacement or refund for this order.As a company, we take pride in fulfilling our obligation to process, ship, and deliver packages as addressed.
  
  We recommend that ***************** contact the freight forwarding address responsible for receiving their package, as they have accepted responsibility for its delivery.
  
  To prevent similar issues in the future, we advise utilizing a different shipping address for any orders.
  
  Once again, we apologize for any inconvenience experienced by ******************

  Customer Answer

  Date: 07/27/2023

  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]

   

  Dear Madam/Sir,  
  
  Thank you so much for dealing with my complaint to Coach.  
  Basically, my complaint has NOT resolved at all.  
  
  As we can see that Coach replied to us, said that they had shipped out the items I ordered, and provided the tracking number for the shipment. However, no matter how they emphasized what they've done and no matter this or that factor they complained of, the truth is that I HAVE PAID FOR THE **** I ORDERED, BUT I RECEIVED NOTHING.  So, this issue is in fact very simple: they received my money, and they are under obligation to give me the bags, no matter what's wrong with the shipper they chose as well as what stereotypes they have about something such as address.   
  
  Thank you so much again for your valuable time on dealing with my issue. 
  
  Best Wishes,

  ******

   

   

   

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

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

  Business Response

  Date: 08/14/2023

  Dear sirs,
  
  We are in receipt of ******************* BBB response. Coach has confirmed the successful delivery of ********************* order to the Freight Forwarding address that was provided during checkout. Coach also acknowledges that *** investigated and concluded that the package was indeed delivered to the requested address.
  
  Coach notes that the package was signed for by the Freight Forwarding company, which signifies their acceptance of full responsibility for the safe delivery of the items.
  
  Considering these details, Coach is unable to initiate a reshipment or provide a refund for this order.Our recommendation is to have ***************** contact the Freight Forwarding company directly is duly noted. Since the Freight Forwarding company has accepted responsibility for the packages upon signing for them, they would be the appropriate party to address any further concerns or inquiries related to this matter.
  
  Coach is sorry for any inconvenience this causes. 

• Initial Complaint

  Date:07/24/2023

  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.

  On June 17th I ordered a tote bag (order number: #***********) online at Tapestry | Coach and paid $159. Delivery by the carrier **** Tracking Id: *******************, I did not receive the order after the carrier ****) delivered to the wrong address on June 22nd. On June 23, I made a claim application on the *** official website. After the investigation, the carrier also sent a claim document to the merchant. During this process, the merchant did not cooperate, and I communicated with the merchant many times to no avail. So far, the merchant is still unwilling to cooperate, and I have not received a refund or order resend.

  Business Response

  Date: 07/24/2023

  Dear Sirs,
  
  We have received ***********************'s BBB complaint regarding their recent order, and we apologize for any inconvenience caused. After conducting a thorough investigation, Coach can confirm that the ****** Tote In Signature Canvas was indeed shipped with *** tracking number ****************** and was successfully delivered on 6/22/23. The package was delivered and signed for at the specified freight location as requested.
  
  However, considering previous claims of non-receipt associated with the provided phone number and address, Coach is regrettably unable to offer a replacement or refund for this order.As a company, we take pride in fulfilling our obligation to process, ship, and deliver packages as addressed.
  
  We recommend that ***************** Lfwgk contact the freight forwarding address responsible for receiving their package, as they have accepted responsibility for its delivery.
  
  To prevent similar issues in the future, we advise utilizing a different shipping address for any orders.
  
  Once again, we apologize for any inconvenience experienced by ***************** ******

  Customer Answer

  Date: 07/25/2023

  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:

  [The carrier did not deliver and I have pictures to prove it. Tracking Id: ****************** The delivery address is "**** **" and the delivery address of my order is "**************". Do COACH merchants misunderstand the delivery success? Don't you blame the third-party shipping company? Where do I send it to have anything to do with whether you pay? The carrier ***** sent it to the wrong place, and *** also admitted that they delivered it wrongly, and sent you COACH claim information, why do you not cooperate? Shouldn't we, consumers, have paid for a reasonable claim? Is your COACH bullying consumers so much? The so-called shop bully is talking about your COACH!]

   

   

   

   

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

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

  Business Response

  Date: 08/21/2023

  Dear sirs:

  We have received a response from *********************** BBB. We understand your disappointment with the response regarding the recent matter. However, our extensive investigation has confirmed that the package associated with *** tracking number ****************** was delivered to the address provided by ***************** ***** when the order was placed in **********, **.
  
  ********** ***************** *****
  ******** **************************************************
  ***** **********
  ****** **
  *** ***** *****
  ***********
  
  For your convenience, you can verify this information by visiting the *** website at the following link: *************************************************************************;
  
  When utilizing these services, Coach is unable to assist as merchandise is removed from the original packaging and re-packaged at the facility. It is recommended to contact the shipping service used to locate missing items.

• Initial Complaint

  Date:07/17/2023

  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 purchased a bag on 7/10/2023 online at coach.com. this is order number ***********. I used shoprunner 2 day shipping, and it arrived 7/13/2023. When I opened the bag, I hadnt even removed it from the cover when I noticed it was damaged. Specifically, the inside zip pocket has one side broken off the ****. This is the first coach bag Ive ever purchased. I chose to return in store. When I took it to the store on 7/15/2023, the associate, Tene, at the Coach store in ******************* wouldnt accept my return. She said there was no way of verifying the bag had actually arrived damaged and Id have to work with coach online and her manager to verify the bag was actually damaged before I received it. This makes no sense if Coach knew the bag was damaged, why would they ship it? I do not feel confident that Coach will find that the bag was damaged before it arrived to me, as it would benefit them not to. Even though I had the code from Coach.com to scan to return in-store as a damaged item return, Tene wouldnt accept the return and again stressed she didnt know if it had arrived damaged. This was extremely insulting and felt like an insinuation that I had broken the bag myself and was attempting to return it. Not only this, but refusing to accept my return is a breach of Coachs return policy, which functions as a contract. According to this policy, I can make a return for any reason within 14 days of delivery. I was within this window, and Coach refused to honor the policy.

  Business Response

  Date: 08/01/2023

  Dear Sirs,
  
  Coach has received *************************** BBB complaint and is sorry to hear of the recent experience with the store and that a damaged product was received. Customer feedback is highly valued and taken seriously. Coach will be sure that feedback is provided and appropriately addressed.
  
  Coach apologizes for the store's refusal to accept *************************** new and unused item for return, acknowledging that such a level of service is not up to their standard.
  
  Regarding the return issue, Coach ************* received an email from ***********************, which included photos and return instructions. *********************** used the provided prepaid *** label for the return, and the bag was received on 7/26/23. On 7/29/23,Coach processed a full refund to *************************** **** card. The funds should be available within 3-5 business days, depending on the bank's processing time.
  
  Once again, Coach apologizes for any inconvenience caused to *********************** and looks forward to welcoming them into their stores in the future.

• Initial Complaint

  Date:07/11/2023

  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 purchased a small dog collar and in less than 60 days after my online purchase the emblems began to tarnish. I returned it to the outlet store located in ************, **. where they sent it off for repair. I received the collar back today and they said it was unrepairable and here is 10% off your next purchase. I would like to exchange the collar. This is not acceptable that Coach is not willing to stand behind their product.

  Business Response

  Date: 07/11/2023

  Dear ****,
  
  We have received *********************** complaint filed with the Better Business Bureau. At Coach, we take great pride in the exceptional craftsmanship of our products and our commitment to providing superior customer service. Our goal is to deliver products of the highest quality and ensure a positive experience for every Coach customer. Therefore,we are deeply sorry to hear about *********************** unfortunate experience.
  
  While our standard warranty for accessories is valid for 30 days, we understand the circumstances surrounding *********************** situation. As a one-time exception,Coach is willing to accommodate the request. We regret to inform ******************* that the Boxed Small Pet Collar in Signature Canvas that was initially ordered is no longer available.
  
  To address this issue, Coach would like to offer ******************* a comparable collar in Brown ********* Apple, which can be viewed at the following link: **************************************************************************************************************************************************************, we can provide her with a merchandise card in the amount of $34.22.
  
  Once again, Coach sincerely apologizes for any inconvenience caused we value *********************** satisfaction as a Coach customer. We appreciate your understanding and look forward to resolving this matter promptly.

  Customer Answer

  Date: 07/13/2023

  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:07/05/2023

  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.

  On June 7, 2023, I ordered 5 Nolita 19 In Colorblock Signature Canvas bags on ********************************************* for $338.40, and the order number is ***********. The tracking Id is ******************. When I received the package, there were only four packages inside. Although it shows 5 on the shipping label, it is wrong.There are actually only four bags!!! I found out that the weight of these 5 bags is 2.7lbs, obviously there are only 4 bags in it, because I ordered the same quantity before, and the weight of 5 bags is normally 3.5lbs. I have contacted Coach's customer service many times, but the customer service refused to deal with it. I asked the coach outlet to refund my money for a bag, which was mine.

  Business Response

  Date: 07/11/2023

  Dear Sirs,
  
  We are in receipt of a BBB Complaint from ****** regarding the missing Nolita 19 In Colorblock Signature Canvas from order ************ Coach sincerely apologize for any inconvenience ****** has experienced because of this issue.
  
  At Coach, we prioritize providing exceptional customer service and maintaining the highest standards of integrity. We regret any dissatisfaction caused to ** *** and aim to resolve the matter promptly. To rectify this situation, Coach has issued a replacement for the missing product. The value of this replacement is $67.68.
  
  Furthermore,Coach has requested a signature upon delivery to ensure a smooth and secure transaction. Regrettably, Coach is unable to offer a refund in this instance. ****** should expect the package to arrive within 5-7 business days.