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.

  137 Westfarms Mall Farmington, CT 06032

• 

  Coach

  2200 Tanger Blvd Washington, PA 15301

• 

  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:12/21/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #: *********** Date of purchase: 12/6/22 Tracking: ************************** I ordered a purse for my mom for Christmas. It was supposed to be delivered on 13 December but since then it stopped tracking and not sure where my package is now as both *** and **** are blaming each other and I cant get any answers. I have been trying to contact Coach outlet customer service for days but no response. I emailed ******** have been calling but they keep hanging up and almost impossible to get a hold of anyone. I want a refund for an item I did not receive.

  Business Response

  Date: 01/01/2023

  Dear Sirs:

  
  We are in receipt of ************* Better Business Bureau complaint.  As you know, Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service. 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 experience in store. 

  Coach apologizes for the delayed response, as we are experiencing higher than normal response times. Due to increased order volume, some shipments were delayed. Coach has confirmed that ************* Mini ***** Camera Bag in Signature Canvas was shipped within the guaranteed timeframe however, it appears due to delays with some couriers, it was not delivered within a reasonable time. Coachs records indicate that the item has since been delivered and a request for a return was made. 
  We apologize to *********************** for any inconvenience this may have caused. Coach is happy to offer a 15% discount on ************* next order placed by phone. 
  
  We look forward to welcoming *********************** into our stores and online in the future. 
  
  

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on November 24 for two wrist handbags and they were shipped out but I never received them. I tracked the package and they have been stuck in the same place since November 28 and Coach is refusing my refund. I dont have the product so why cant I get my money back.

  Business Response

  Date: 12/21/2022

  Dear Sirs:  
  
  We are in receipt of ************************* BBB complaint. We are sorry to hear that *********************** is unhappy with the recent experience at Coach, and we apologize for any inconvenience.  We want to make sure that every Coach experience is positive for our customers.   
  
  We are sorry to learn *********************** did not received their order. After researching this further Coach found the package was lost in transit with the courier directly. Coach understands how disappointing this situation can be. A refund has been processed in the amount of $54.88 to ************************* Klarna account. 
  
  We hope to welcome *********************** into our stores and online in the future.

  Customer Answer

  Date: 12/27/2022

  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:12/20/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number *********** I never received this order. I had two orders that were said to be delivered that day. I did not receive any of my items. One of my orders was resent and delivered. I was told an investigation needs to be done for this order and Coach would be in contact with me with updates. I have not heard anything else about this order from Coach. I have called the customer service line multiple times. It just rings with no answer.

  Business Response

  Date: 12/21/2022

  Dear ****,
  
  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.
  
  Because Coach takes pride in its superior level of customer service, and takes pride in demonstrating that each Coach customer is valued, we are happy to offer *************************** a one-accommodation electronic merchandise credit Coach is offering $119.89 worth of merchandise credit even though it was not Coachs responsibility to replace ********************* package. It is against Coachs policy to issue a refund for a package that is delivered as addressed.
  
  We invite *************************** to contact our *************************** at **************, for merchandise credit. It is against Coachs 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:12/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER NUMBER: #******** *mpct Id Spt Clf Gft;Cwh (wallet)QTY: 1 $79.80 Sewing/stitching has come undone. My credit cards fell out. Where are you sourcing your sewing out to? It has changed. Coach durability, quality has changed while prices go up.(but I have never minded paying Coach prices for amazing quality) I have many Coach items for many years, my family has Coach items for over 50 years. Expectations are for a Coach product to last, at least past a year. Very sad.

  Business Response

  Date: 12/21/2022

  Dear Sirs:
  
  We are in receipt of ******************************* BBB complaint. We are sorry to hear that ***************************** is unhappy with the recent experience at Coach, and we apologize for any inconvenience.  We want to make sure that every Coach experience is positive for our customers.
  
  Coach would be happy to evaluate ******************************* wallet for repair. Since we offer repair services for some of our products, ***************************** may take the wallet into the nearest Coach store or mail the bag to Coach for an evaluation. The wallet will need to be evaluated first to determine if it can be repaired. As a courtesy, we will email ***************************** a return label. ***************************** may use this pre-paid return label to send the bag to our repair workshop.
  
  ***************************** would need to include a note with the 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.

• Initial Complaint

  Date:12/14/2022

  Type:Sales and Advertising 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 the order, I bought two totes 22 with snoopy, but at last I only received one. So I need a refund in the form of electronic merchandise card with the amount of $128.40 to my order email *********************

  Business Response

  Date: 12/21/2022

  We are sorry to hear that ******* is unhappy with their ordering experience at Coach. Our records show order # *********** was delivered on 12/05/2022 at 3:40 P.M., via *** tracking ******************* The package was accepted by  Yi. 

  
  After further review, Coach found that all the requested bags did ship together and were delivered as addressed to the Freight Forwarding company. This package was signed for by the Freight Forwarding company. When the signature is provided, the Freight Forwarding company accepts full responsibility for this package. Coach is unable to reship or offer a refund for this order. We apologize for any inconvenience this may have caused.
  

  
  

• Initial Complaint

  Date:12/12/2022

  Type:Billing 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.

  Owed ****** could not get straight answer still cant

  Business Response

  Date: 12/21/2022

  Dear Sirs:

  We are in receipt of *************************** Better Business Bureau complaint. Coach is not clear on the customers statement of the problem. Our records indicate that *************************** contacted Coach with multiple inquiries, including that an order was not delivered and to apply a 10% discount. We understand the customer's frustration, however, *************************** filed a dispute with MasterCard. Coach is unable to send merchandise credit for their missing order. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 12/21/2022

  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 will never buy from this company again they need to check all my chat logs phone call logs and emails and deal with there staff I was told ************************************************************************************************************************* which the funds were to be applied against that order never happened and now I never got that order only one item out of 3 and I contacted credit card company and they closed my account due to suspicious activity and unauthorized charges after this transaction that was never received and I am sickened by this response its disgusting and 

   

   

   

   

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

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

  Business Response

  Date: 01/16/2023

  Dear Sirs:
  
  We are in receipt of *************************** BBB response. Our records show order *********** was disputed in the amount $119.53 and order *********** was disputed in the amount of $69.03. Coach has determined that no further refund can be issued to these orders. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 01/27/2023

  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:12/12/2022

  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 a coach wallet back in October of 21. Zipper on it is not working correctly. It is very hard to zip now. Coach store in wood field ** stated its out of warranty. I feel for the price these products should last wonder

  Business Response

  Date: 12/19/2022

  We are in receipt of ******************* Better Business Bureau complaint about their recent repair request with Coach. As you know, Coach takes great pride in not only the excellent craftsmanship of our products but also in our superior level of customer service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. For any quality-related issues within this time frame, repairs are on us. Beyond the warranty, we're happy to assess for repair. We apologize that we are unable to repair ******************* wallet. 

  Customer Answer

  Date: 12/21/2022

  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 cant accept  

   

   

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

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

  Business Response

  Date: 01/12/2023

  Dear Sirs:
  
  We are in receipt of *************************** BBB response. Coach is sorry *************************** is disappointed with our warranty.
  
  Coach would be happy to evaluate ******************* wallet for repair. Since we offer repair services for some of our products, *************************** may mail the wallet to Coach for an evaluation. The wallet will need to be evaluated by our craftsmen first to determine if it can be repaired. As a courtesy, we will email *************************** a return label. *************************** may use this pre-paid return label to send the wallet to our repair workshop. 
  
  *************************** would need to include a note with the 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: 01/27/2023

  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]

   

   I need coach to refund my purchase 

   

   

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

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

• Initial Complaint

  Date:12/07/2022

  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 an item (ORDER NUMBER: #************ total $316.76) with this business on 11/3/2022. I received the item on 11/10/2022. The item was damaged and I returned the item in accordance with their policy after speaking with customer service regarding the quality of the item. They received the item on 11/17/2022 and sent an email stating that the return would be processed within 7 business days. I contacted customer service on 11/28/2022 and stated that I still had not received my refund and asked for a timeline. The customer service representative stated that it can take up to 12 days and anticipated I would receive my refund within 2-4 business days. As of 12/5/2022, I have yet to receive the refund for the $316.76 and it has been a few days after the latest day I anticipated this refund. I would like support in receiving my refund.

  Business Response

  Date: 12/19/2022

  We apologize for the delayed response, as we are experiencing higher than normal response times. Our system indicates order *********** was returned. A credit in the amount of $316.76 was posted to the original form of payment on 12/8/2022. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:12/07/2022

  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.

  ORDER# *********** On 11/28/22, I ordered a Size 11 Khaki saddle pair of shoes to be delivered to my home. On 11/30/22, I received a email that my package was delivered with **** I was home all day and never received any package. I track the package using the email from coach and it took me to the *** Website. When I tracked the order, it showing delivered to a different city than where I live. I live in ************** and it shows delivered to **********. It's two different cities. Never received the package. Was so ****** off. I call the Coach outlet customer service the same day on 11/30 and spoke to a representative who told me I have two options I can either get a replacement or a refund. She advised me that the nearest coach outlet has it in stock. I told her okay that's really close I will go over there and purchase it since I want to wear it with my outfit for a holiday party.She said she would process a refund back to my original form of payment within 5-7 days. I greatly appreciated that. I went to the store and bought the shoes in the store and now I am still without a refund for this order that I never received. I called back on 12/4 because the refund was never put back to my original form of payment and the representative said the refund was never submitted. He said he couldn't do it but I would need to speak with a supervisor. We waited for more than an hour and no supervisor ever came on the phone. He said there was only two supervisors working. He said he would fill out a case and a supervisor would call me back. They still never called back.I want a refund since we went to the store and purchased the items separately. I want a refund to my original form of payment for the order number listed above since I have already purchased it separately in store.

  Business Response

  Date: 12/19/2022

  Our records show order # *********** shipped and delivered on Wednesday, November 30 at 6:14 P.M., via *** tracking number ******************. Coach received a request from ********************* to refund the original purchase in the amount of $107.86 because delivery showed the ******************. It was escalated to a Coach supervisor. The Coach supervisor ******* noted the return call went to voice mail, however; no voicemail was set up to leave a message. 

  Online maps indicate that the ******************, ******* is located in the ***************, ** metropolitan area. Coach has no documentation that the package was lost in transit or delivered to the wrong address. We apologize for any inconvenience this may have caused.

  We want to make sure that every Coach experience is a positive one for our customers. Therefore, we would be happy to send ********************* Coach Merchandise Credit in the amount of $107.86. We invite ********************* to contact our *************************** at **************, to confirm the Coach Merchandise Credit be sent to their email or address for delivery. 
  

  
  

• Initial Complaint

  Date:11/22/2022

  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 am very disappointment with the customer services at **********************. I was disrespect by staff (agents) and supervisor via phone service. You were all confused and stated that I returned by item? or I did an exchange. One agent stated she was going to help and create a ticket and she NEVER did. When I called back the same day after work the new agent told me there was no notes at all and again asking me the same questions as the previous agent. I do not know how coach is training their staff but its rude and unprofessional for sure. The supervisor told the agent to tell me "I will call her at 10 pm? excuse me but people need to rest and go to work the next day. I am thinking of discontinuing doing business with coach. Consumers are the ones that keep coach in business. Regards, *********************** My refund is still pending as coach claims it was completed. I am not sure want happened to customer service via phone but its not right to treat customers with rudeness. Order Number:***********

  Business Response

  Date: 12/06/2022

  Dear Sirs: 
  
  We are in receipt of *********************************** BBB complaint regarding the recent experience. As you know, Coach takes immense pride in not only the excellent craftsmanship of our products but also in 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.  
  
  Coach is currently researching this inquiry and will reach out to ********************************* directly within 3-5 business days. 

  Customer Answer

  Date: 12/08/2022

  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 forwarded Coach the bag that I purchased and have proof it was delivered back to ** and was promised a refund. It is December 8th and still no refund. The agents were unprofessional rude and ask the same questions over and over and claim the reps did not make any notes in their system. The time frame for Coach to refund a return is 5 to 7 business days and I am still waiting and when I call they keep telling me I did a return? I did not do a return and I have proof that the bag was returned via mail.

  All I am asking for is to please refund my money. 

   

   

   

   

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

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

  Business Response

  Date: 12/21/2022

  Dear sirs: 
   
  We are in receipt of *********************************** BBB complaint about the recent return request. We are sorry to hear that ********************************* is disappointed with the recent experience. Our records indicate a refund was submitted as requested.This refund failed and was manually processed again.
   
  A refund for this order for $463.82 has been successfully processed. The refund should reflect in the account within 2-3 business days.  Again, we sincerely apologize for the delay in processing the return.  
   
  We look forward to welcoming *********************************** into our stores in the future.