Business Profile

Leather Dealers

Tapestry, Inc.

Complaints

This profile includes complaints for Tapestry, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

312 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/16/2022
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.
Purchased Feb. 28, **************************************** as a birthday gift. The inner lining is torn in several places. I reached out to **************** to no avail. I am in awe of the quality decrease in my Coach backpack. The Order# ********, Color: ******
Business Response
Date: 11/21/2022
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 **** ****** bag for repair. 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. 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 his 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: 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:

Greetings, ******************:

I pray this message finds you doing well!

Per the attachment, I was directed follow-up with you regarding case #********.

As requested, I sent my bag to Coach Repair. On December 6, 2022, I received my Coach leather backpack from Coachs ************* in the same condition - with a big gaping hole (please see pictures) on the inside near the top of the bag. In addition, I didnt receive a customer service letter and the bag wasnt spruced up (as, was Coachs tradition).

It appears that the only attention my backpack received was a new shipping box, an abundance of packing paper, a mailing label, and returned to me in the same condition.

The Coach of old is long gone. Todays Coach is a disgrace to its legacy, quality, and exceptional customer service that stood behind its brand.

Please advise and feel free to contact me with your questions or concerns regarding this matter.

Sincerest thanks,
**********************

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 response. We are sorry to hear that ******************* is unhappy with their repair request. As offered, Coach evaluated the bag to see if it could be repaired. **** ****** bag is no longer under warranty and the damaged lining could not be repaired by Coach.
As a special accommodation to *******************, Coach is willing to send a Coach Merchandise Card for $50.00. The merchandise card will be mailed to *************** address.?We hope to welcome ******************* into our stores again in the future.
Customer Answer
Date: 12/24/2022
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 declined the $50 gift card because I am a loyal customer who deserves better. My backpack was purchased in March 2021 and is continuously tearing apart. This bag is useless. I cannot buy an equivalent bag with $50. I will give Tapestry the benefit of the doubt by saying my backpack was a defect.
In December 2022, Tapestry returned my bag in the same condition I sent it. Tapestry did not provide a status letter. I cannot call this company Coach because it does not have Coachs value, exceptional customer care, professionalism, and dignity. The Coach of old would never treat a customer like this - as the old saying - theres no honor among thieves. I will never purchase a Coach product for myself or loved ones because I do not trust its quality, brand, and customer services. I have become a TUMI customer because of its FIVE year warranty and because its a company that stands behind its product and cares about its brand.

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

Sincerely,

*******************
Initial Complaint
Date:11/02/2022
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.
THIEVES! SCAMS! DO NOT I REPEAT DO NOT ***** FROM THESE PEOPLE! ON OCTOBER 27TH ************************************************************************************************************************* STORE BUT I REALLY WANTED A NICE GIFT FOR MY MOM AND I FIGURED ID GET IT DELIVERED SO I DIDN'T HAVE TO FACE THE ANIMALS THAT WORK THERE LET ME SAY THAT I SHOULD HAVE DONE THE LATTER. I MAKE THE ***** PAY EXTRA FOR SHIPPING AND BECAUSE I HAVE HAD PORCH PIRATE INCIDENTS I HAVE ALL MY *** AND FED EX PACKAGES SENT TO STORE LOCATIONS SUCH AS CVS AND ********* ANYWAY ON THE 29TH I WAS SENT AN EMAIL SAYING THE PACKAGE WAS SHIPPED I HAD THE TRACKING NUMBER AFTER 24 HOURS I TRACK IT NO MOVEMENT WHICH IS UNDERSTANDABLE BECAUSE ITS THE WEEKEND. I CALL *** JUST TO STAY ON TOP OF THINGS BUT THEY KEEP TELLING ME ONLY THING THAT WAS SENT TO THEM WAS THE SHIPPING LABEL THE PHYSICAL PACKAGE IS NOT IN THIER POSSESSION CONTACT COACH WELL I DID THIS MORNING THEY SAID THEY ABSOLUTELY SHIPPED IT OUT IT WAS IN PA ON 10/29/2022 *** HASN'T SCANNED IT YET BUT THEY DEFINITELY HAVE IT LIES!!!!!!!!!!! I HAVE THE *** APP THIS PACKAGE NEVER MOVED THROUGH THEIR SYSTEM I TRULY DON'T BELIEVE ANYTHING WAS EVER SENT OUT. I CANT BELIEVE I ALLOWED THESE ANIMALS TO GET ME AGAIN THATS OK THOUGH BECAUSE EVERY COMPLAINT SITE EVERY BLOG TICK TOCK AND ******* WILL BE HEARING ABOUT THIS SHAME ON YOU DISGUSTING THIEVES
Business Response
Date: 11/03/2022
Dear Sirs:

We are in receipt of *********************** BBB complaint.We are sorry to hear that *********************** is unhappy with their recent experience at Coach,and we apologize for any inconvenience. We want to make sure that every Coach experience is positive for our customers.

*********************** requested express shipping which is guaranteed to be delivered within 2-5 business days.This information can be found at **************************************************************************** placed order *********** on 10/27/22 after Coachs cut-off time for same day processing. The order shipped from Coachs facility on 10/28/22 and began moving within UPSs database on 11/1/22. This information was provided to *********************** by phone on 11/1/22. This order was assigned the following tracking number: ******************* After tracking this package, Coach can confirm the order was delivered to the *** location at ***********************************************************, as requested, on 11/3/22 which is within the guaranteed delivery time of 2-5 business days.

Since Coach processed,shipped, and delivered *********************** order as per the request, Coach considers this matter closed.
Customer Answer
Date: 11/03/2022
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]
Yes I did receive my package but on my order receipt that was sent to my email says 2 days! Fix that if it's wrong! Second I presented screenshot proof where your representative stated it was in my city 10/29/2022 and that WASN'T TRUE because if it was when *** finally got a hold of it the origin scan would not have been in ******** ********** on 11/01/22. It seems the package got sent out AFTER I filed a dispute with my bank before then ALL I WAS GETTING WAS LIES! but I won't argue anymore I just know I won't be dealing with you animals anymore

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

Sincerely,

***********************
Initial Complaint
Date:10/24/2022
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 was looking to purchase a purse for my wife at Coach's online store. As a was making my decision at checkout, I was offered a bonus card holder. There was no noticeable statement about it being "while supplies last" or something of that nature. I jumped at the opportunity and selected Flax style 2928G. When the package arrived for my wife, I was embarrassed when I told her there was also a card holder in it and it turns out it wasn't. I contacted support about it. The first person told me all items were no longer in stock *except* Flax style 2928G. I informed support that this is the exact item I selected. One agent after another ignored this even when I pointed out that they were doing just that. I feel disrespected and I am upset that Coach did not honor the consideration offered in our exchange agreement. I am further upset that the support agents ignored my central point. The following is a part of my email exchange with Coach starting with their first response:Them: "Thank you for contacting us regarding our free gift promotion. We are happy to help give more information about this product.Sadly, the complimentary card case has been depleted in all colors but Flax style 2928G. This promotion was available while supplies last and is no longer available. We apologize for any inconvenience this has caused you.Signing up for our Coach Insider Program will so allow you to receive special offers. You can create an account here! Should you wish to speak to someone directly, please feel free to call."Me: "Flax is what I selected. Are you saying Coach will not honor the offer it made before I purchased the product?"Them: "Hi *******, Thank you for your reply. The free gift with purchase item is only available while supplies last. Unfortunately, the free gift with purchase item is no longer available. We apologize for any disappointment this may have caused. Should you require additional assistance, please call our **********************
Business Response
Date: 10/24/2022
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 is sorry to hear ******************************************** did not receive the Free Gift with Purchase offer. After researching the inquiry,it appears the Free Gift with ******** was not applied to this order which is the reason it did not ship with the Willow ***** Coach has however, requested the Complimentary Card Case be shipped to ********************************************. This Card Case should arrive within 3-5 business days. An email will be sent with a tracking number once available.

We hope to welcome ******************************************** into our stores and online in the future.
Customer Answer
Date: 10/28/2022
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.
I appreciate that they took the time to correct things, and I hope they help their representatives to better serve customers instead of providing rote responses that ignore details to the point of disrespect. I will continue taking my business to Coach.

Sincerely,

********************************************
Initial Complaint
Date:10/24/2022
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.
On 6/10/22, I went to the Coach Outlet store in *************, **, to return 2 items I purchased online. Since the original purchase date exceeded the return policy, I was issued a e-merch card for $60.96. However, Coach thought I received an in-person refund & the e-merch card (a double refund), so Coach charged my credit card for $60.96 to re-coup the extra money they thought I received when I didn't receive an in-person refund. I only received the e-merch card. The initial e-merch card was not used. After noticing Coach charged my credit card account, I went back to the ********* store & spoke with Supervisors ****************** to find out why, ********* found out my credit card was charged because of the explanation provided above. And during this same interaction, ********* informed me that I had received an e-merch card. Which I was unaware of at that time, because it was sent to my junk ******* **** was named something other than Coach. So I didn't know that was the e-merch card. I still didn't use the e-card because I was trying to resolve the credit card issue. ********* called **************** & spoke with a representative & explained all the details of what happened. I was told after he completed that call(I was still in the store), that I would receive a refund on my credit card in the amount of $60.96 within 5-7 days. I didn't. And on this day, October 22, 2022, I still haven't received my ************* called customer service at least **** times since June. I've gone back to the Coach outlet store & spoke with **************** also spoken with ***** over the phone > 10 times trying to get this resolved! On 8/24/22, I went to the store & spoke with ********* about not receiving the refund, STILL. He called customer service & spoke with *********, so did ** ***** guaranteed me that I would receive the refund. Also, on this day, another e-card was issued by ********* because the original one had expired. COACH, PLS REFUND ME MY MONEY!!!!
Business Response
Date: 11/04/2022
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 is sorry to hear ******************************* was charged $60.96 after the return was processed. A manual refund in this amount has been successfully processed as of 11/3/22. Please allow 3-5 business days for it to reflect on your **** account.

We look forward to welcoming ******************************* into our stores and online again in the future.
Customer Answer
Date: 11/07/2022
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:10/06/2022
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 ? ******** Message: Hi I made a return in store on august 6 2022 and I still havent seen a refund to my bank account.I also let the attendant know in the store I no longer had the card attached to the sale she informed that as long as the account was the same it would be fine please advise it was for $89 coach bucket hat .Hello,I was looking to have my situation to a manager or department head . I would like coach to honor the in store return that I made at the Columbia, ** location. I was aware of the item being an older item but it was unworn and tags still attached. The store associate recongnized the item being out of the return window frame, but stated a company policy that coach was offering a courtesy extension during this time . I would like my return honored .The item was accepted an a return and left at the store . The resolution offered by customer service agent ***** was unacceptable . I dont live in the area of the store and Im Quite sure you could have at least offer an online e-gift card or a mail option .
Business Response
Date: 10/10/2022
Dear Sirs:

We are in receipt of ************ complaint about the return request. We are sorry to hear that ********************* is unhappy with the experience at Coach, and we apologize for any inconvenience. We want to make sure that every Coach experience is a positive one for our customers.

Coach is happy to offer a return for new and unused merchandise purchased within 30 days. Coach can confirm that order ******** was placed online on 8/5/21 and that ********************* did return the Bucket Hat to the store however, based on the age of the order, Coach is unable to assist with a monetary refund. As stated in the email attachment provided by *********************, an electronic merchandise credit can he issued in the amount of $94.98.

Our websites (********* and ***************) and our packing slip, which is included with each purchase, explains this policy. We apologize if ********************* did not find this language to be clear, or if we did not do enough to highlight this policy.

We hope this explanation addresses **** ******* concerns. Coach recommends ********************* contact Coach ************* at ************ to receive the merchandise card. We value **** ******* business, and we hope that they decide to shop with us again in the future.
Initial Complaint
Date:09/28/2022
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 made an order from the coach outlet on September 1st. When my order arrived I was extremely disappointed to find the box arrived empty. I contacted coach about this and was offered a merchandise card.I inquired further about the merchandise card because I was not sure what it was. My girlfriend only wanted this one singular bag so I asked about a replacement instead.I was told a replacement couldnt be sent since it was out of stock but that not to worry and that all charges will drop off my card in a few days depending on my bank.This to me and virtually every other person who can comprehend English would take this as they are getting a refund.Well coach somehow understands that different and is refusing now to honour that refund they promised. *** tried to raise this complaint to managers multiple times and have been promised phone calls that never come.I just want my money back or the purse I wanted originally Thank you
Customer Answer
Date: 10/02/2022
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:09/26/2022
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 received emails from Paypal on 09/09/22 (a total of four emails), telling me that my order totals changed. The total for order #*********** increased from $121.15 to $177.17 and the total for order #*********** increased from $131.15 to $187.17, which means I was overcharged $56.02 for each order and in total I was owed $112.04 for these two orders. I chatted with Coach Outlet customer service on the same day and was only refunded $28.01 for each order on 09/09/22 (my total refund for both orders on 09/09/22 was $56.02). I contacted the customer service again on 09/15/22 and was told that additional refund should be received within 3-5 business days. Nothing happened so I contacted the customer service a third time on 09/21/22 was told that it's escalated but there's no timeline when it will be resolved. At of right now, I am still owed $56.02 from the two orders above ($28.01 for each order).
Business Response
Date: 10/04/2022
Dear sirs:

We are in receipt of ************ BBB complaint about the recent orders *********** and ***********. We are sorry to hear that ****** **** is disappointed with the recent experience. Due to an issue with PayPal, a double charge was posted and reversed for ************ account for both orders.PayPal notified Coach of the double charge and the refund for the over charged amount, $28.01/each was processed by PayPal directly on 9/9/22.

We hope to welcome ****** **** into our stores in the future.
Customer Answer
Date: 10/06/2022
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 have shown in my previous email that I was overcharged $***** for each order (I was only refunded ***** on 09/0922 so I am still owed another *****). I am going to dispute with my credit card now. I have worked very hard to get it resolved through coach customer service and Paypal. None of them can do their math correctly.

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

Sincerely,

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

Business Response
Date: 10/13/2022
Dear Sirs:

We are in receipt of ************ response about the PayPal charge. 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 received notification from PayPal that ****** **** disputed the charge. Due to this chargeback, Coach is unable to provide further assistance. Once the dispute is closed in Coachs favor, the request to reprocess the credit in the amount of $56.02 can be attempted. It can take ***** days to settle a dispute.
Initial Complaint
Date:09/21/2022
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.
Made an initial purchase May 2022, from coach outlet. On top of arriving after given time frame, I had already left out of town and of course by the time I could find someone to go to my house for the package nothing was there. Took me forever to get coach to produce another package in which they only had two of the items originally ordered. Told me I could only have store credit no refund and then resent the two items after I said no and someone else signed for it because I wasnt in the city. So they directed me to file a claim for *** in which it was declared a loss 08/01/22 and funds sent to coach as they were the shipper. To this date I have not received a refund for anything and ****** refuses to contact coach outlets stating its on me to do so when coach outlets has been giving me the run around and are strong arming me into accepting a store credit and keeping my money
Business Response
Date: 10/04/2022
Dear Sirs,?

We are sorry to hear about ***************************** recent experience with the delivery of the order. Coach has partnered with several couriers and our package(s) are shipped 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 offered ***************************** a one-accommodation reshipment for the available items and merchandise credit for the three sold-out items. Coach is offering $709.76 worth of free replacement goods and merchandise credit, even though it was not Coachs responsibility to replace ***************************** stolen package. The replacement was sent with *** tracking number ****************** the replacement items were delivered as addressed again on June 30th. It is against Coachs policy to provide a refund when a package is proven delivered as addressed.

If ***************************** still is unable to locate the replacement items, that were delivered, Coach can issue a merchandise credit for these items as they have now sold out. 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 invite ***************************** to contact Coach ************* at ************ to for the merchandise credit to be sent.

We look forward to welcoming ***************************** into our stores in the future.
Customer Answer
Date: 11/18/2022
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]

Hello, so Coach is only offering me a in store credit which I am refusing. They already kept my money. I had to do all of the work to have *** notify them of the case being opened and package deemed lost. Now they are unwilling to rectify issue with Klarna and simply wish to give a store credit. They are crooks and I would rather actually go to coach.

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

Sincerely,

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

Business Response
Date: 11/21/2022
Dear
Sirs:

We
are in receipt of ******* ******** BBB response.

Coach
has confirmed *** delivered these packages to ******* ********s address **** ****** ** ************* ** ****** on May 12th at 3:12 pm with tracking number ******************
and ******************. This order was placed and delivered within the
guaranteed 5-7 business days. The order was placed on Saturday May 7th and delivered on Wednesday, May 12th.

As
stated, Coach offered ******* ******* a one-accommodation replacement set of
goods for the available items and a merchandise credit for the items that are
no longer available. Coach is sorry to advise, a refund is not an option for
packages that are confirmed delivered.

We invite ******* ******* to contact our Customer Service Department at ###-###-####, for an
electronic merchandise credit. ******* ****** will receive the merchandise
credit to the email provided within 24 hours of the request. The card can then
be used in store, by phone, or online. It is against Coach policy to provide a
refund for the replacement set of goods because the customer has not paid for
those goods.
Initial Complaint
Date:09/15/2022
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 bought coach necklaces at *************** (order number ***********) as Christmas gifts for my friends on 11/30/2021, but 1 of the necklaces was defective and the color faded badly after 9 month wearing. The original color was gold and right now is dark brown. None of others has this similar issue. My friend went to the store to get it fixed since coach has 1 year warranty policy for its products, however, store associate said this was a coloring fading issue and cannot repaired. The store associate suggested to call online customer service. I made a phone call on 9/15/2022 with ******, she said coach cannot either repair, return, or replace. After checking with her support team she can only offer $25 gift card, but the price for new necklace is $35 right now. I told her I don't need gift card. My only request is get a good one without paying out of pocket because the item still under warranty and I deserve to that. She refused.
Business Response
Date: 10/04/2022
Dear Sirs:

We are in receipt of *************** Better Business Bureau complaint about the Interlocking Open Circle Pendant Necklace. As you know, Coach is one of the only luxury brands to have a warranty. This warranty is for one year for our bags, briefcases, small leather goods, during which time any quality issue will be covered on a complimentary basis. Coach does not offer a repair service for jewelry.

As special consideration to ***************, Coach would be pleased to extend a merchandise credit for the Interlocking Open Circle Pendant Necklace. Regrettably, Coach is unable to issue *************** a credit for more than the purchase price of the item. *************** can expect to receive an electronic merchandise credit to the email address listed on this complaint in the amount of $27.42.

Again, we are sorry to hear that *************** is unhappy with the recent experience at Coach. We hope to welcome *************** into our stores again in the future.
Initial Complaint
Date:09/13/2022
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 *********** was purchased on Sep 9 expedited shipping. Which I have paid for the service. Till this day Coach cannot tell me when I will receive this package or if it even left the warehouse. This is a huge problem because coach has violated the terms they have for customers and expedited shipping. I have spoke with several reps and supervisor that has confirmed this package would arrive on Sep12 which it has failed this expectation as well.
Business Response
Date: 09/23/2022
Dear Sirs,

We are in receipt of ********************************* recent BBB Complaint. We understand that ********************************* is upset, and we do apologize for this inconvenience. We take feedback from our customers seriously, so please be assured ********************************* concerns will be addressed appropriately.

After researching this matter, Coach can confirm that ********************************* placed the order *********** on Thursday 9/8/22 with express shipping. The express shipping option chosen by ********************************* is for delivery within 2-3 business days. While Coach is sorry to hear the package was delayed with the courier, a refund for the shipping fee was processed. This order was delivered on Tuesday, 9/13/22 with tracking number ******************. Again, we apologize for any inconvenience this caused.

We look forward to welcoming ********************************* into our stores and online in the future.

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