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:07/05/2023

  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, I bought 2 bags but finally I only received one. When I got the package, I found only one bag in the box and the weight of the package is not correct. Only one bag was shipped. So I need the refund of $128.20 in the form of electronic merchandise card to my email ********************

  Business Response

  Date: 07/11/2023

  Dear Sirs,
  
  We are in receipt of a BBB Complaint from Ghgff Aghze regarding the missing **** Shoulder Bag In Signature Chambay from order ***********. Coach sincerely apologize for any inconvenience Ghgff Aghze 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 Ghgff Aghze and aim to resolve the matter promptly. In light of the situation, Coach has issued an electronic merchandise credit in the amount of $128.20 for the missing item.Ghgff Aghze can refer to order number ************ to access this credit, which should be received within 2-4 hours.
  
  Coach has confirmed that Ghgff Aghze did not make direct contact with us. It is advisable that Ghgff Aghze contacts our ************* team, within 30 days of delivery, as their first point of contact in the future. This will ensure faster resolutions to any concerns or issues they may come across.

• Initial Complaint

  Date:07/05/2023

  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 an order ************************ online. For this order, I bought several bags and they were shipped in 5 packages. However, I did not receive the package with tracking number ****************** at all. In this package, there are 5 bags. For this problem, the merchant promised to reship the 5 items but it has been several days I did not get any replacements.

  Business Response

  Date: 07/11/2023

  Dear ****,
  
  We acknowledge receipt of *************************** BBB complaint concerning their recent order. Coach has thoroughly reviewed and addressed *************************** BBB complaint under complaint number ********.
  
  As outlined in BBB complaint number ********, Coach promptly processed a replacement order for *************************** items, utilizing express shipping for expedited delivery. The replacement order was successfully shipped via *** with tracking number ****************** and was subsequently delivered and signed for on July 11,2023.
  
  Coach believes that the replacement order effectively addressed *************************** concerns and satisfactorily resolved the matter at hand.

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order *********** online. For this order, I bought 2 bags but finally I only received one. When I got the package, I found the weight is only for one bag. So I need the refund of $128.20 in the form of electronic merchandise card to my email *************************.

  Business Response

  Date: 06/26/2023

  Dear Sirs,
  
  We are in receipt of a BBB Complaint from **** ********* regarding the missing City Tote in Signature Canvas from their order ***********. Coach sincerely apologize for any inconvenience **** ********* has experienced as a result of this issue.
  
  At Coach, we prioritize providing exceptional customer service and maintaining the highest standards of integrity. We deeply regret any dissatisfaction caused to **** ********* and aim to resolve the matter promptly. Considering the situation, we have issued an electronic merchandise credit in the amount of $128.40 for the missing item. **** ********* can refer to order number ***********6 to access this credit, which should be received within 2-4 hours.
  
  We look forward to welcoming **** ********* into our stores and online again in the future. 

  Customer Answer

  Date: 06/27/2023

  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:06/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order ************************ online. For this order, I bought several bags and they were shipped in 5 packages. However, I did not receive the package with tracking number ****************** at all. In this package, there are 5 bags. So I need the refund of $712 of the 5 bags in the form of electronic merchandise card to my email **********************

  Business Response

  Date: 06/26/2023

  Dear Sirs:

  We are in receipt of ******************* BBB complaint. Coach has reviewed the complaint and apologize for the inconvenience experienced with the delivery of the recent order. At Coach, we strive to provide excellent customer service and ensure that each customer is valued. We appreciate your feedback and are committed to addressing the issue.
  
  After investigating the matter, Coach has confirmed that *** delivered the package to the address provided on 6/2/23 at 2:46 PM. However, we understand that unfortunate incidents can occur, and as a gesture of goodwill, Coach is pleased to offer you a one-time replacement set of goods at no charge. The total value of the replacement goods amounts to $712.00.
  
  Please contact Coach ************************ at ************** to arrange for the replacement set of goods. Coach kindly requests that you understand our procedures, as we are unable to provide a refund for a package that was confirmed delivered. Coach believes that offering a replacement set of goods is a suitable resolution for this situation. It is against Coach policy to provide a refund for the replacement set of goods because the customer has not paid for those goods. 

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I contacted customer care but they told me there was no replacement shipped at all which is very strange. At the same time, the replacement should be 5 bags with amount of $712 and I paid for them before. So please ship the five replacements as soon as possible!

   

   

   

   

   

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

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

  Business Response

  Date: 07/05/2023

  Dear Sirs,
  
  We are in receipt of *************************** BBB complaint, and Coach deeply regrets the oversight in processing the replacement as requested. Coach sincerely apologizes for any inconvenience caused by this error.
  
  To rectify the situation, Coach has immediately processed the replacement order with express shipping. Furthermore, Coach has requested a signature upon delivery to ensure a smooth and secure transaction. *********************** should expect the package to arrive within 2-5 business days.
  
  Once again, we apologize for any inconvenience experienced by ***********************, and we appreciate their patience and understanding as we work to resolve this matter promptly.

• Initial Complaint

  Date:06/08/2023

  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, I bought 5 items but I only received four at last. When I opened the package, I found one was not shipped at all. I need the refund of $103.32 in the form of electronic merchandise card to my email address ***************************

  Business Response

  Date: 06/15/2023

  Dear ****,
  
  We are in receipt of a BBB Complaint from ***** *** regarding the missing ****** Crossbody In Signature Canvas from their order ***********. Coach sincerely apologize for any inconvenience ***** *** has experienced as a result of this issue.
  
  At Coach, we prioritize providing exceptional customer service and maintaining the highest standards of integrity. We deeply regret any dissatisfaction caused to ***** *** and aim to resolve the matter promptly. In light of the situation, we have issued an electronic merchandise credit in the amount of $103.32 for the missing item. ***** *** can refer to order number ************ to access this credit, which should be received within 2-4 hours.
  
  We would like to recommend that ***** *** contacts our ************* team first in the future for more expedient resolutions to any concerns or issues they may encounter.
  
  Once again, we apologize for any inconvenience ***** *** has faced, and we genuinely hope for the opportunity to welcome them into our stores in the future.

• Initial Complaint

  Date:06/02/2023

  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 had been eyeing a Coach crossbody for some time and finally decided to buy it but when I went to purchase it was out of stock but thankfully I found another one not the same color but same style and purchased that one. About a week later I was sent an email from coach outlet saying they had restocked the original item I had wanted so immediately I went to purchase it that was May 17th 2023. First they say clearly on their website that they have 24 hour online chat. In Coach terms 24 hours mean 11pm Eastern time. Because that's around the time I made the order and was bummed I couldn't get in touch with anyone to request a signature upon delivery through chat and by the time the chat was open again my order was "processing" and too late to request the signature. Ok I got past that here's the real annoyance I believe I was hoodwinked into buying said purse I say that because I literally just received it today 6/1/23! I have used every kind of delivery option they offer and it has never taken this long. I believe when they told me it had been restocked it wasn't they lied to secure a sale. Which is disgusting and underhanded. I also believe that because a week and a half after not moving whatsoever I was sent an additional email saying we restocked the item you liked with the word for real in parenthesis and maybe a day after that my order was shipped. To me that's underhanded and it makes me not trust this company it certainly will be a while before I order anything from them again. I know companies need money but ****** that's not cool to lie to get people to buy things shame on you!

  Business Response

  Date: 06/15/2023

  Dear Sirs:
  
  We are in receipt of ***********************' recent BBB complaint. Coach sincerely apologizes for any inconvenience *********************** may have experienced, and we appreciate feedback. At Coach, we highly value our customers and strive to address their concerns promptly and effectively.
  
  Regarding the availability of our live chat service, Coach does provide 24-hour assistance through this channel. However, there may be occasions when all our agents are engaged, and the chat option temporarily becomes unavailable. We apologize for any frustration this may have caused.
  
  Coach understands meeting customer demand for products is crucial, and we make every effort to ensure sufficient inventory levels. Unfortunately, during high-demand events,such as the one *********************** participated in, the sales volume can exceed our expectations, leading to rapid fluctuations in inventory. Coach regrets that ***********************' order may have been affected by this situation. If *********************** wishes to return the item due to their dissatisfaction, Coach would be happy to provide a prepaid return label at no cost.
  
  At Coach, we value every customer, and we hope to have the opportunity to serve them both online and in our stores in the future. We are committed to improving our processes based on valuable feedback like hers.

  Customer Answer

  Date: 07/17/2023

  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

  The actual reason for my complaint wasn't answered which I don't expect you to say we lied this item wasn't actually in stock but we wanted to make a sale so we sent you an email saying that it was. I don't expect anything in return and I will not be returning because I love the purse. I just wanted you all to know I'm aware of your tricky sales practices and as you can tell I have slowed down from buying. It wasn't cool to do. You all have to understand if someone wants a product from you they will buy it period you shouldn't lie to entice because now you seem untrustworthy.
  

   

   

   

   

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

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

• Initial Complaint

  Date:06/02/2023

  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.

  Hello I contacted the merchant by via live chat and through email there refusing to refund me I never received my order and would like a refund please I ask for a supervizor but they refused one was suppose to contact me and never did

  Business Response

  Date: 06/06/2023

  Dear Sirs,??? 
  
  We are sorry to hear about ******************************* recent delivery experience with their order. At Coach, we work with **** as one of our preferred delivery carriers, ensuring insured and trackable shipments. However, it's important to note that insurance does not cover stolen packages.
  
  According to **** records, the order was delivered as addressed on 5/31/23, with **** tracking number **************************. Coach has fulfilled its responsibility by processing, shipping, and delivering the order as requested. In cases where packages are delivered correctly, a refund is not available.
  
  Initially, Coach offered *************************** a replacement set of goods, which was declined.Subsequently, Coach offered a merchandise credit instead of the replacement.Please note that items received as accommodation or free of charge are not eligible for a refund since they were not paid for.
  
  We invite *************************** to contact our **************** team to obtain an electronic merchandise credit for the total amount of the order.

  Customer Answer

  Date: 06/07/2023

  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]

   

   That's unacceptable I'm a first time customer will never do business again woth u people I want a refund u should honor it as a one time courtesy it was never delivered to my house

   

   

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

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

  Business Response

  Date: 07/24/2023

  Dear Sirs,
  
  Coach acknowledges the receipt of ******************************* BBB response and expresses sincere regret over the dissatisfaction with the recent order. However, it is important to reiterate that Coach is unable to issue a refund for packages that have been successfully delivered to the address provided.
  
  As part of our efforts to address the situation, Coach has previously offered two viable alternatives to rectify the issue: a replacement for the order or a merchandise credit. Unfortunately, both options were declined by ****************************
  
  Despite understanding the frustration, Coach is regrettably unable to offer any further resolution beyond the previously presented options. Should *************************** wish to obtain a replacement or electronic merchandise credit, our ************* team is happy to process this request. 
  
  We value our customers and always strive to provide excellent service. We apologize for any inconvenience caused and appreciate your understanding of our procedures and options in this matter.

  Customer Answer

  Date: 08/01/2023

  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 contacted my bank for a refund 

   

   

   

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

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

• Initial Complaint

  Date:05/31/2023

  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 my order on the Coach Outlet website on 5/5/23 for a bag, wallet, and wristlet that would be a gift for my Mother. The website was advertising guaranteed delivery by Mother's Day (5/14/23) if ordered by 5/7/23. When I checked the tracking on 5/8/23, the estimated delivery was 5/12/23. When I checked the tracking on 5/10/23, the estimated delivery had changed to 5/16/23 which was well after Mother's Day. I called customer service on 5/10/23 around 12pm and was told that my items had been delayed and would not be delivered until after the holiday. The customer service rep told me that there was nothing that they could do. When I inquired about the guaranteed delivery and if they can't adhere to this then it is false advertisement, the rep blamed **** When I asked if they could overnight another bag, she replied that they don't do things like that. When I told her that I was depending on this gift to get here in time as I didn't have time to shop for another gift, she told be to just go to the store. When I told her that the closest COACH Outlet was over an hour away, she had no other suggestions. Had I known that COACH was falsely advertising guaranteed delivery by Mother's Day, then I would have bought a gift from any other online retailer that could actually keep their promises and provide good quality customer service. The rep then offered me a $25 gift card, which I have yet to receive. I was also promised a pre-paid return shipping label to return the late items (as I had to go buy another gift); but this was never sent either until I emailed today 5/29/23 asking about it. When ****** responded to my customer survey results on 5/14/23 detailing my terrible experience and poor customer service, she assured me that a gift card was sent by Cashstar (I still have not received this as of 5/29/23) and she also told me that I could return the items to the store for "free"(not counting my time or gas money to travel over 1hour one way)or I could pay $7shipping.

  Business Response

  Date: 06/15/2023

  Dear Sirs:
  
  We are in receipt of ********************* BBB complaint. Coach is sorry to hear that ***************************** is dissatisfied with their recent order. Every effort was made by Coach to ensure a timely delivery of ************************************************ order in time for Mother's Day.The order with the reference number *********** was placed on 5/5/23.
  
  Two items from the order, namely the ****** Shoulder Bag and Long Zip Around Wallet, were shipped together via *** on the same day the order was placed. These items can be tracked using the *** tracking number ******************* However, it appears that there was a delay with *** directly, as they encountered difficulties in validating the provided address for this order.
  
  Additionally, the third item in the order, the Corner Zip Wristlet, was shipped on 5/6/23 and successfully delivered through ***** The **** tracking number for this item i* ***************************
  
  Coach sincerely apologizes for any inconvenience caused by the delay with *** and understands the frustration it may have caused *****************************. Coach acknowledges the importance of timely delivery, particularly for special occasions like Mother's Day. In light of this situation, Coach will be reviewing the matter with *** to identify the cause of the address validation issue and will take necessary steps to prevent similar incidents in the future.
  
  To compensate ***************************** for the inconvenience, Coach has issued a $25 electronic merchandise credit. This credit was sent with order number XUAP10071879 on 5/10/23. We recommend that ***************************** checks their email for a message from ********************************************* Additionally, Coach has provided a free prepaid return label, waiving the $7 return shipping fee, should ***************************** wish to return the items purchased.
  
  Coach appreciates ************************************************ understanding and patience in this matter. ********************* satisfaction as a valued customer is of utmost importance, and ******************** remains committed to ensuring a positive experience with Coach products and services.

  Customer Answer

  Date: 07/16/2023

  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 yet to receive any gift card from Coach. I have checked every folder in my inbox and absolutely nothing from them. I also find it interesting that they are blaming the shipper. They had no problem with shipping the wristlet to the correct address on time, but somehow they couldn't verify the provided address for the purse and wallet which I finally received several days after Mother's Day. 

   

   

   

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

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

  Business Response

  Date: 07/17/2023

  Dear Sirs:
  
  We are in receipt of ********************* BBB response. Coach is sorry to hear ***************************** did not receive the merchandise credit offer previously. This card has been redeemed and reissued with order ************* ***************************** should expect to receive this card within 2-4 hours, and it can be used online, in stores, and by phone. Two emails will be received. The first will be the order confirmation for the merchandise card and it will reference order number ************. The second will come from ******************************************** and it will contain the full card number and the pin. ******************** recommends ***************************** check and spam or junk folders for an email from ********************************************.
  
  Additionally,Coach has confirmed the delay was with **** Coach processed and shipped this order within the guaranteed timeframe.
  
  Coach looks forward to welcoming ***************************** into their stores and online again in the future. 

• Initial Complaint

  Date:05/23/2023

  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.

  ORDER NUMBER: #*********** ORDER DATE: DEC 28, 2022 Order Total:$225.00 I purchased a bag from the Coach website. I received it in May of this year, and upon receipt I found serious defects and paint loss issues with the bag hardware, and two bulging issues with the epidermis on the front of the bag.So I asked coach official website customer service on May 5 this day how to solve the bag quality problem. Today is May 24th, in these 20 days, I keep communicating with them, but every time they reply me with perfunctory attitude, the reply I get is repetitive and useless nonsense. After 20 days of communication, I can see that they do not want to be responsible for this matter.I offered to have them repair the bag and have them pay for the return shipping costs. I think they should take the responsibility because it is the fault of the Coach warehouse that caused the customer to receive a bag with serious quality problems. Since the bag is not currently in the US, I inquired about the cost of shipping the *** package back to the US, which is $130, and the return shipping is $260. coach customer service replied that I would have to pay $260 to repair the $225 bag myself.I couldn't accept this solution and told them I could return the bag to them and ask them to refund me the $225. coach customer service again refused my request. I can't understand this irresponsible approach at all. How can a customer receive a faulty quality bag and ********************** not be responsible for it?I spoke with them again today hoping to resolve the problem, but their response today made me very angry, they kept changing customer service, kept sending me duplicate emails, told me they would not pay me any shipping cost, and if I wanted to fix it I would have to pay $260 myself. I am very angry and I think I must complain about this irresponsible practice!

  Business Response

  Date: 06/05/2023

  Dear Sirs:

  Thank you for bringing *************************** Better Business Bureau complaint regarding their order placed on 12/28/22 to our attention. At Coach, we pride ourselves on the excellent craftsmanship of our products and our commitment to providing superior customer service. We appreciate the opportunity to address this matter.
  
  As stated in our policies, Coach offers a one-year warranty on our handbags, briefcases, and small leather goods. Within this warranty period, we take responsibility for any manufacturing defects and provide repairs at no cost.
  
  However, we regret to inform you that we are unable to reimburse shipping costs for international returns. We understand that the bag was delivered to the US address provided on 1/3/23, but considering *************************** current location is outside the US, our standard policy suggests visiting a Coach store in the country they are currently in. By doing so, the bag can be evaluated by the local ************* team, who will then reach out to our US team to determine the appropriate resolution.
  
  We apologize for any inconvenience caused and assure you that we are committed to resolving this issue promptly. If you or *********************** have any further questions or require assistance, please do not hesitate to reach out to our ************* team, who will be more than happy to assist.

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  ************** *****************************
  *********

   I was very disappointed when I read your reply, because I had asked your customer service whether I could repair it at Coach in *****,and the reply you gave was no, it could only be repaired by sending it back to the address you gave in the US, so I suggested that at least you should reimburse me for the return shipping cost.

  Secondly, I also asked Coach in ***** about this issue, and their reply to me was that I could only send it back to the US for repair. I don't quite understand why you are still trying to pass the buck to consumers? Can you not be responsible for a bag that has serious product problems? Will you just say a bunch of nonsense to pass the buck?

  All I ask is that you return the $225 for this broken bag to me, I can destroy the bag, and I will not buy any more of your products or recommend your products to anyone after that. Because this is a brand that is extremely irresponsible, does not check the bag before shipping, sends the broken bag to the customer and is not responsible for the after-sales service. 

   

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

  
  
  
  
   
  

  Customer Answer

  Date: 07/31/2023

  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 couriered the bag to coach's counter on July 28th, and the morning of July 29th showed that coach's counter had already signed for the package.

  After that, I sent an email to coach hoping that he would deal with me as soon as possible, but at present two days have passed, coach side has not responded to me, the bag has been sent to them but I did not receive compensation.

   

   

   

  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 regarding the order placed in December. Coach is sorry to hear *********************** is dissatisfied with the service received and regrets any inconvenience caused. The promised merchandise credit has been processed as of 7/31/23 and communicated to ***********************. However, it's important to note that this credit can only be used within *****************,in accordance with the *****************, as the original purchase was made in the **.
  
  *********************** responded on July 31, 2023, indicating their intention to reach out to Coach in ***** to explore the possibility of converting the gift card for use in *****.However, Coach has not received any further communication from *********************** since then.

• Initial Complaint

  Date:05/17/2023

  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 purchased a handbag from Coach at coach.com on May 9 2023 with order number *********** for the amount of $310 ******** plus tax. At the time of purchase, I specified to have a dust bag added to the order at no extra cost. Hence, the purchased product consists of a handbag and a dust bag.When the parcel arrived, I noticed the dust bag was not sent with the handbag and I immediately contacted the company to seek resolution. I was told by the company's representative and customer service supervisor that the sale is considered to be complete and no further action is deemed necessary even the seller has failed to meet the tems agreed upon at the time of sale.Essentially, a mistake was made by the seller's staff to not have packed the dust bag together with the bag, even though a dustbag was requested at the time of purchase. The seller's response implies that a customer has to accept responsibility for the seller's mistake. Also the customer is forced to accept the seller's failure to fulfilI the agreement made at the time of purchase. I do not think this is acceptable business practice.

  Business Response

  Date: 05/26/2023

  Dear Sirs: 
  
  We are in receipt of ***************** BBB complaint about the recent order. Coach is 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 a positive one for our customers. 
  
  Dustbags are available for some full-priced retail products, they are not guaranteed. Coach has confirmed that ********************* did order a dustbag with the Coachtopia product and is sorry to hear it was not received with bag. Coach has shipped the ordered dustbag to ********************* and it should arrive to the address on the order within the next ***** business days. 
  
  We look forward to welcoming ********************* into our stores in the future.