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:05/11/2023

  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 have a gift card of Coach Outlet. The card number is **** **** **** ****. When I tried to place an order with this gift card, the order was not completed, but the balance was gone. I am very anxious. I need the balance of $94.92 to be back as soon as possible.

  Business Response

  Date: 05/17/2023

  Dear Sirs:
  
  We are in receipt of *** ****** BBB response about the gift card orders. 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 a positive one for our customers. 
  
  Coach has confirmed that San Aghze did have a gift card in the amount of $1000. This card in full on five separate orders:
  *********** on 5/7/23 for $135.88
  *********** on 5/7/23 for $256.40
  *********** on 5/7/23 for $256.40
  *********** on 5/7/23 for $256.40
  *********** on 5/8/23 for $94.92
  
  All five of these orders were successfully placed online and shipped to the same address. Since the orders were successfully placed and shipped, Coach considers this matter closed. 

• Initial Complaint

  Date:05/08/2023

  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 on the Coach Outlet website on 4/28/2023 for a total of $205.83 for 3 items: handbag, wristlet, and necklace. I received two separate shipments, the first shipment was delivered on Tuesday, 5/2/23, which contained the necklace and the second shipment was delivered on Wednesday, 5/3/23, which was supposed to contain the purse and wristlet. When the second package was delivered the box was severely damaged due to not being properly assembled, I opened the box and the purse was wrapped in plastic, so there wasnt any damage caused to the purse. However, the wristlet I ordered was not included in the box. I reached out to an Associate via their online chat and was told that the item was not included because they are sold out of the item at their distribution center and they couldnt send me a replacement because the item was sold out. I requested a refund as the item I purchased and wanted was no longer available and I was told by the Associate that I was not able to receive a refund because the item was listed on the packing slip that was sent to me. Following that, I submitted a complaint with Coach Outlet as this was not a mistake on my end it was something that was missed by several people within their organization. I never received communication from Coach that the item I purchased was out of stock until it was supposed to be delivered and after reaching out myself to see where it was or what happened. I was never contacted by anyone after submitting the survey/complaint regarding my experience and frustration; however, someone from their team contacted my mother, I have no clue how they got her number, and left a voicemail asking if I received my package or a replacement. The call came from ************ on 5/5/2023 at 4:29 EST. Upon further investigation, I have realized that they have charged an extra $57.69 through the payment service I used for my original purchase, ******. I have not been refunded for that random charge or my missing item.

  Business Response

  Date: 05/17/2023

  Dear Sirs,?  
  
  We are sorry to hear about *********************** recent experience with the delivery of their order.*** is Coachs preferred delivery carrier and we do ship our package(s) via insured and traceable means. However, insurance does not cover stolen packages.    
  
  Coach has confirmed that the wristlet ordered shipped successfully with the bag. Reference *** tracking number *******************
  
  Because Coach takes pride in its superior level of customer service and takes pride in demonstrates that each Coach customer is valued, we offered ********************* a one-accommodation merchandise credit for the missing wristlet. Regrettably, the wristlet ordered had sold out after the initial one was shipped. Coach has provided the merchandise credit even though it was not Coachs responsibility to replace *********************** wristlet.  It is against Coach policy to provide a refund for the delivered package or item. 
  
  Coach would recommend ********************* reach out to ****** directly as the payment was made to the third-party company directly. ****** can be reached via their site at *************************************************** by phone at **************.
  
  We look forward to welcoming ********************* into our stores and online in the future.  

• Initial Complaint

  Date:04/26/2023

  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 paid 307.8$and bought 5 belts on coachoutlet official website on Apr 5th,but I only received 4 belts. The customer service insist they have shipped out 5,but The weight of the package is 6.8lbs,if they have shipped out 5 the weight should be 7.9 lbs. The order number is ************

  Business Response

  Date: 05/08/2023

  Dear Sirs,
  
  We are in receipt of *********** BBB Complaint.  We are sorry to hear that ************** did not receive one of the items ordered.  We understand that ************** is upset, and we do apologize for this inconvenience.  Coach associates are trained professionals, and integrity is one of the Coachs core values.  Coach takes pride in its superior level of customer service, and takes pride in demonstrating that each Coach customer is valued.  The one missing items were sent with express shipping, and should arrive in 3-5 business days.  This replacement cannot be returned or exchanged. Coach is offering $61.56 worth of merchandise even though it was not Coachs responsibility to replace *********** missing item as it was confirmed that it shipped from Coachs distribution center. 

  Again, we apologize for any inconvenience and we look forward to welcoming ************** into our stores in the future. 

• Initial Complaint

  Date:04/19/2023

  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 where the item apparently went missing after *** claimed to have delivered. I reached out to customer service and they reshipped the items. Once the item came it was after the date I needed them for. So i went into the nearest Coach outlet to return the item. They took my item (shoes) from me and did not process my return, but the worker told me he did and that I would get the receipt to my email. After I never received the receipt for the return I called the store to let them know as well as coach customer service. They then tell me that I can come back and pick up the shoes and they would not process my return. I no longer need the shoes they had no right to take my shoes away from me and lie and say they processed a refund and i would get it in my email. I am requesting a refund so I am disputing this charge because the product is not in my possession they have them and I will not be going back to pick them up.

  Business Response

  Date: 05/26/2023

  Dear Sirs,?  
  
  We are sorry to hear about ***************************** recent experience with the delivery of the 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.    
  
  Because Coach takes pride in its superior level of customer service and takes pride in demonstrates that each Coach customer is valued, ******************** sent replacements for the item ***************************** states were not received.
  
  Since the shoes were left at a Coach store, we can offer a one-time accommodation merchandise credit for the shoes that were sent as a replacement, at no charge. Replacement orders cannot be returned or exchanged. Coach is offering $112.84 worth of merchandise credit even though it was not Coachs responsibility to replace ***************************** missing items as it was confirmed that it shipped from Coachs distribution center and delivered as addressed.  
   
  We invite ***************************** to contact our *************************** at **************, for a merchandise credit. 
  
  It is against Coach policy to provide a refund for the replacement set of goods because the customer has not paid for those goods. 
  
  We look forward to welcoming ***************************** into our stores in the future.

• Initial Complaint

  Date:04/14/2023

  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 ordered a pair of black slides/sandals for my husband from Coach Outlet. Once I received the item, my husband took one look at the sandals and didn't like the color. I proceeded to start a return and sent the item back to Coach Outlet. In the interim, I ordered and received the tan color sandal/slide in which my husband loved.A few days ago, I received a package with the black slides/sandals from Coach Outlet. The letter I received in the box stated "they are refusing my return since the item has been worn". I've contacted the corporate office and requested to speak with ************ (CEO), and spoke with *********, his assistant. I'm presently waiting to receive a return call regarding this matter.I am a LONG time customer with ******************************************* Outlet. I would NEVER wear a product or my husband and return it after it's been worn! *****************************

  Customer Answer

  Date: 04/15/2023

  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:04/11/2023

  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 bought the handbag in December, and the stud fell off. So I take it to the Coach retail store to repair it. The first time of repair made the bag more awful, so I sent it back for repair again. However, the second repair is still awful. I could not believe it is the quality of Coach!do you dare sell the bag of this quality in your store?? I bought it for 4 months but I do not have a time to use it! I spent 4 months to get it repaired but I received trash!I communicate with your agent but they are responding nonsense. Really annoying. I need Coach to exchange my bag to a totally new one immediately, as I have not used mine and you could not repair it well!!!!!

  Business Response

  Date: 04/25/2023

  Dear Sirs:
  
  We are in receipt of *************** BBB complaint about the recent repair. 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 a positive one for our customers. 
  
  We are sorry to hear ************* is unhappy with the recent repair work. Coach is happy to reevaluate the bag to determine if it can be repaired again or replaced under warranty. We have sent a prepaid *** label to *************** email address. They may then use this pre-paid return label to send the bag to our repair workshop.
  
  ************* would need to include a note with their address, daytime phone number, and email address.  Our repair process for Coach items takes four to six weeks from the time we receive the product. ************* may include a copy of this message for reference.

  Customer Answer

  Date: 04/25/2023

  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:

  I have already sent it to you for two times. Already waited for 3 months to have it repaired. It is ridiculous that I don't have a chance to even use it after my purchase.

  I could not wait another 6 weeks. And I doubt your reliability greatly. The only resolution I will accept is to exchange for a new one so I could use it immediately.

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 05/08/2023

  Dear Sirs:
  
  We are in receipt of *************** BBB response about the recent repair. Coach is happy to reevaluate the item for the possibility of an exchange however, the bag must be sent back to the repair workshop for the evaluation to be complete.
  
  Coach has sent a prepaid label to ************* and once the item arrives back to the repair workshop, ************* will receive a phone call with the final decision.
  
  Coach recommends ************* include a note with their address,daytime phone number, and email address ************* may include a copy of this message for reference.

  Customer Answer

  Date: 05/10/2023

  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 only accept an exchange. Please send a new bag to me ASAP after you have received my return.

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:04/03/2023

  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.

  My husband purchased a purse he thought I wanted online. He had sent it to me and I informed him that it was too small so he called to cancel the order right away. He sat on hold for 25 minutes to have someone answer and say that its past the 15 minute cancellation window. I sent a text in the coach text us chat. I was in touch with someone named ************************* and she stated she was a supervisor. I informed her of the situation and that we wanted to cancel the purchase. She stated that the purse I wanted was in fact at my local store and she can give us full store credit to purchase the purse. I was fine with that. This morning I call my local store and they havent had that purse in weeks. Not only does coach customer service not answer you call promptly, the supervisors do not even know what they are talking about. Ive called time and time again and their thing was to ship the purse and I can either return to sender or bring it to my local store in which my local store says online returns must be sent back to the wearhouse. Ive never shopped with coach until this moment and I would NEVER tell someone to shop there. I want our full refund of our purse in less than 48hours

  Business Response

  Date: 04/17/2023

  Our records show order *********** was returned on 4/4/2023 and a refund issued in the amount of $168.75. Coach orders are prepared for shipment immediately and cannot be changed or canceled. We take feedback from our customers seriously, so please be assured these concerns will be investigated and addressed appropriately. Coach returned order *********** and offered a $25 merchandise card for the inconvenience even though it was not Coachs policy to return or cancel an order. We apologize for any inconvenience this may have caused.

  
  

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They canceled my order after several days and the reason they gave was that it's out of stock and on back order but when anyone visits the site they are still advertising in stock

  Business Response

  Date: 04/06/2023

  Dear ****,
  
  We were sorry to hear that ***************************** is unhappy with the service received from Coach. We apologize to ***************************** for any inconvenience that they *** have experienced during this time.  
  
  While we strive to supply adequate quantities for all our products, we cannot always predict the volume of sales that *** be received for a particular item. Regrettably, the inventory depleted as we attempted to fulfill the order.
  
  Coach makes every effort to remove items that have sold out from the site as quickly as possible. Due to high demand and limited inventory,orders cannot be guaranteed. Due to the circumstances, Coach has issued a discount code to *****************************. This can be used on a future order.
  
  We hope this explanation addresses ***************************** concerns and to welcome ***************************** to shop with Coach in the future.

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They provided an invalid code just to make it seem like they are trying to make things right 

   

   

   

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

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

  Business Response

  Date: 04/25/2023

  Dear Sirs:
  
  We are in receipt of ******************************* BBB response about the recent order. 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 a positive one for our customers. 
  
  Coach has confirmed the ***************************** used the promotion code provided by Coach (via email) on order *********** on 4/7/23.
  
  Since Coach has fulfilled its promise in providing a code and a new order was placed using the code provided, Coach considers this matter closed.

  Customer Answer

  Date: 04/25/2023

  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:03/20/2023

  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 sent my Coach Tea Rose in for repair back in January. It came back in Feb missing the **************************************************************************************** which never happened. I called again and spoke to ***** and he assured me he would find a tag that matched my purse and would call me back in 24 hours and he never did. I finally spoke to him a week after and he tried offering me a brass with oxblood hang tag but my purse has gunmetal hardware. He finally said he could send me my matching tag but when I received the 1st package it was not the right tag. I have been going back and forth with ***** and he has sent several tags but none match my bag, he even sent me a white tag. When I last spoke to him over a week ago he assured me a replacement that matched my bag would be sent but when I received his package in the mail it was 2 damaged outlet bags. I have wasted so much time and effort and the customer service team at ******************** has treated me like a joke. I emailed customer service after receiving the 2 damaged bags and they said a supervisor would be contacting me but never did so I posted a comment on the Coach FB page. I received an email this morning at 4 am advising me nothing further would be done. I want to cry because of the frustration I'm feeling. The store I dropped my purse off at remembers the tag being on my purse and when I dropped it off they immediately bagged it up to ship to repairs. I take very good care of all of my bags and I keep all of the original parts with them. If I was to sell my bag I wouldn't be able to get the full value because the tag is missing and it is a high demand item. This was my dream bag and your customer service team has tarnished this for me. I've bought Coach for 18 years and I have never been treated like this until this year. I want my hang tag replaced with the proper hang tag and I want compensation for all of the time wasted and frustration I've had over this.

  Business Response

  Date: 04/03/2023

  Dear sirs:
  
  We are in receipt of *************************** BBB complaint. As you know, Coach takes great pride in the excellent craftsmanship of our products and our superior level of customer service. We strive to make products of the highest quality and to ensure that every Coach experience is a positive one for our customers.Therefore, we are truly sorry to learn of *************************** frustration with the recent return.
  
  Coach is sorry *************************** Tea **** Rogue was returned without the hang tag.Hang tags are made with the bag and exact replacements are not available. Coach has sent complementary replacement tags to ***********************************. Coach has also compensated *********************************** with an electronic merchandise credit.
  
  Coach is sorry that the original tag is no longer available however, since Coach has sent numerous complementary tags and compensated with an electronic merchandise credit, we consider this matter closed.

  Customer Answer

  Date: 04/04/2023

  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 was assured a replacement tag that matched my bag would be sent which never was. When I last spoke to ***** he assured me a tag matching my tea rose bag was being sent and instead I received 2 creased outlet bags. I have received 2 oversized tags that do not match, a black tag that is too small and is for a dinky, and a white tag that doesn't even go with my bag. If a representative of your company promises something then that promise should be delivered on. The $100 gift card was for my frustration BEFORE the Coach outlet bags were received. I cried my eyes out when I saw those two ugly bags when I was expecting a tag that somewhat matched my bag. The store reps are embarrassed by how customer service has acted. They have changed their policy in store to make sure this never happens again. If Coach had bothered calling me like I requested I could go over all of this. Promises were made and not kept. My Husband is so mad he wants me to stop buying Coach. I would have settled with the $200 gift card and the issue would have been resolved but ***** called me assuring me the repairs department had a matching tag and that is all I really wanted. The following needs to be done:

  1. Someone higher up than ***** needs to call me 

  2. What in the world do you want me to do with the creased Coach Outlet bags that were sent to me in error instead of my hang tag?

  3. I would like an oxblood and gunmetal/ black metal tag that fits my bag sent to me to replace the one that was stolen from my bag in the repairs department

  4. I have wasted so much time and energy on this matter. I have cried tears over this matter. Coach needs to make this right and do something to compensate my wasted time. Sending me two creased, ugly outlet bags is not compensation. Leaving it at the $100 gift card is not enough. I'm going to have to shell out a lot of money to replace this hang tag if I can ever find a replacement. Coincidently a matching tag was just sold online on Mercari for $200. It was probably the one that was on my bag.

   

  I've attached pictures of the 2 bags received and the tags that do not match my purse. Please make this right. 

   

   

   

   

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

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

  Business Response

  Date: 04/14/2023

  Dear Sirs:
  
  We are in receipt of *************************** BBB response. Coach has exhausted all options in locating a comparable tag for *************************** bag.
  
  Coach is not aware the bags in the photo in relation to this complaint and they appear to be linked to a previous purchase made by ***********************************, at Coach.
  
  As previously advised, Coach will not provide additional accommodations regarding this situation. Coach has provided similar replacement tags and confirm *********************************** received a $100 Coach merchandise card for the inconvenience experienced. We recognized this decision may be disappointing.
  
  Coach has made every attempt to resolve this matter and considers it closed. 

  Customer Answer

  Date: 04/19/2023

  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]

   How dare you accuse me of lying and trying to pull a con! The audacity of your response is ridiculous and honestly you need to be ashamed of yourself! 

  I've attached print outs of my online and in store purchases. Nowhere in there are these 2 purses. I have the box they came in with tracking number. If you want to give me a call (which I doubt anyone will because all I'm getting is false accusations and complete bull from Coach) I am more than willing to provide my card number, credit card number, and even my Husband's card info so you can actually do your job and research to see that I in fact did not buy these bags!

  Here is the simple point; no one at Coach or Tapestry seems to know how to do their job. From the beginning of this fiasco people have dropped the ball. Calls have been promised and people have failed to do their job just look at all of the emails and FB messages promising a supervisor call. ***** assured me a hang tag that matched my bag would be sent but as you can see from the pictures none of them match. One of your reps for your ******** page decided to poke at me on Easter and so we went back and forth in Messenger before ******* called me and was on the phone with me for over **************************************************************** and do their job! She promised me a call back by Wednesday the 12th with information about a possible match but as usual your people dropped the ball. 

  Promises were made and they were not kept. I was sent 2 bags instead of a matching hang tag that I was promised. Before that I was sent tags that do not match when I was assured that a matching tag would be sent. If ***** hadn't called me offering a matching tag that day months ago this would be done with and resolved. Instead here we are months later with Coach associates that have no business being in customer service accusing me of trying to pull a con. The fact that you would get on here and lie to save your skin is astounding. A simple phone call to talk to me and politely listening to me and helping me resolve this  would have resolved this issue a long time ago. Instead you don't even bother to read any of the emails or listen to what I'm saying. According to ******* none of these details from these conversations or emails were properly noted on my account. 

  Time and time again I have provided photos, emails, purchase history, and hard data to back up my claim about this issue. All Coach has done is say that the case is resolved without actually addressing the real concerns or looking at the facts of my claim, they have made false accusations against me, and provided no evidence to back up their stance of the claim. Merely claiming that the case is closed without addressing the concerns is just your attempt to sweep this under the rug. 

  My original asks to Coach are still standing. I was promised a matching tag and that is what needs to be done. If this cannot be done then compensate me for how much it is going to cost to find a matching tag 3rd party. I was sent 2 bags in error so please send me the tag that was promised or compensation and I can send these back to you. So much of my time has been wasted and I should be compensated for my time and frustration. I'm now adding another request and that is an apology for accusing me of lying and the false information that you spewed. This has turned into such a circus because people at multiple points have failed and the customer service with ******************** has seriously gone downhill.

   

   

   

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

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

• Initial Complaint

  Date:03/17/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The received package is flawed and obviously damaged, so I will not deal with it if I ask the customer service

  Business Response

  Date: 03/30/2023

  Dear Sirs:
  
  Coach has reached out to ********************* directly to obtain additional information. ********************* purchased this bag on 10/7/22 and contacted Coach on 11/27/22 stating the bag was damaged. At the time of the interaction, the order was well past Coachs 30 day return policy.
  
  As stated directly to *********************, Coach would be happy to evaluate the ****** Satchel for repair or replacement. Since we offer repair services for some of our products, ********************* may take the bag into the nearest Coach store or mail the bag to Coach for an evaluation. The bag will need to be evaluated first to determine if it can be repaired or replaced under warranty. As a courtesy,once we receive a reply from ********************* via email, we will email a prepaid *** return label. They may then use this pre-paid return label to send the bag to our repair workshop.
  
  ********************* would need to include a note with their address, daytime phone number,and email address.  Our repair process for Coach items takes four to six weeks from the time we receive the product. ********************* may include a copy of this message for reference. 

  Customer Answer

  Date: 04/04/2023

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