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

313 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:03/28/2025
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.
the order was placed on the 23nd october 2024, amount *****.The seller stated the return package was not received back so there is an investigation opened with carrier, the carrier has confirmed that they have misdelivered the package to a wrong address and paid out for this claim, however the seller is saying that they need to get the items delivered back to be refunded, lost in transit or misdelivered by the carrier was not a reason they could refund, this is ridiculous, seller just took money from *** without refunding me, i NEED MY REFUND BACK AS THAT WAS NOT MY FAULT, THE RETURN LABEL WAS ALSO GENERATED BY SELLER.
Business Response
Date: 04/24/2025
Dear Sirs,

Coach has received ***** ******* BBB complaint regarding their return request. Coach takes great pride in the excellent craftsmanship of its products and its superior level of customer service. We strive to create products of the highest quality and ensure that every Coach experience is a positive one for our customers.

Upon thorough investigation of this complaint,Coachs returns department has confirmed that the package in question never arrived at the return facility. As such, Coach recommends that ***** ****** initiate an investigation at the location where the package was originally dropped off, as it never left that facility.

Regrettably, without the product being returned to Coach, a refund cannot be processed. Coach apologizes for any inconvenience this may cause.
Initial Complaint
Date:03/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I have returned my order *********** it was damaged on the outside and not giftable and the item was damaged and I still have not received my refund even though it was damaged, I had to return it, I would just like some help as these were gifts--and I had to purchase in store for the items for their birthdays for last minute presents please advise as I have returned it and still not received my refund..
Business Response
Date: 04/04/2025
Dear Sirs,

We have received a BBB complaint from *** ****** regarding their recent order. We apologize for any inconvenience *** ****** has experienced with Coach. We aim to ensure that every Coach experience is a positive one for our customers.

******************** is sorry to hear that *** ****** is disappointed with the recent order. After a thorough investigation of this complaint, we found that *** ****** returned their items with *** tracking number ******************* Per *** records, this package was delivered to Coachs return facility on 3/20/25 and the refund was processed on 3/23/25 which is within our guaranteed return timeframe of 7-10 days. This information can be found online at ************************************************************;

Since this refund was processed successfully, Coach considers this matter closed.
Initial Complaint
Date:03/07/2025
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.
*********** Order # on 2/10/25 coach website They sent an item that was poorly packaged and damaged so I sent it back for a refund, still haven't received a refund and it's been over weeks. Return has been in their possession for over 2 weeks. Called at least minimum 5-6x for updates and i keep getting told it will be escalated and to wait another ***** hrs on multiple occasions. At this point they have their item and my money and as a consumer i have not only done my part in returning their item with lack of quality control and drove with my gas to return it but yet to get my money back
Business Response
Date: 03/13/2025
Dear Sirs,

We have received a BBB complaint from ***** ******* regarding their recent order. We apologize for any inconvenience ***** ******* has experienced with Coach. We aim to ensure that every Coach experience is a positive one for our customers.

******************** is sorry to hear that ***** ******* is disappointed with the recent order. After a thorough investigation of this complaint, we found that the refund was requested and processed before the BBB complaint was submitted.

Since this refund was processed successfully before the BBB complaint was filed, Coach considers this matter closed.

We look forward to welcoming ***** ******* into our stores in the future.
Customer Answer
Date: 03/19/2025
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:03/03/2025
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.
Missing Coach Bag No Response from **************** Order Number: *********** Issue: I placed an order with Coach, and I have yet to receive my bag. The tracking information has not updated, and customer service has not provided a solution. I have contacted Coach multiple times via email but have not received a response.Desired Resolution: I would like either a full refund Attempts to Resolve: I have emailed Coach customer service,and I have not received a response. This lack of communication is unacceptable, and I am requesting immediate action.
Business Response
Date: 03/07/2025
Dear Sirs,

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.

******************** can confirm that ****** ******* emailed and chatted with the ************* team, and four email replies were sent on 2/27/25.

UPS is Coachs preferred delivery carrier, and we ship our packages via insured and traceable means. This order was delivered as addressed.

To demonstrate our commitment to superior customer service, the ************* team offered ****** ******* a one-time accommodation merchandise card for $210.94, even though it was not Coachs responsibility to replace the delivered package. This offer was declined. Coach can issue a replacement in lieu of the merchandise card.

It is against Coach policy to provide a refund for packages delivered as addressed, nor can a refund be processed for the replacement set of goods because the customer has not paid for those goods.

We recommend that ****** ******* contact Coach ************* at ************ to process this request. We are unable to offer a return or exchange on the replacement.
Customer Answer
Date: 03/12/2025
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]
Thank you for your response regarding my BBB claim. While I appreciate the acknowledgment of my concerns, I would like to further address a few key points.
Delivery Responsibility: ********* may be your preferred carrier, the responsibility for ensuring a secure and satisfactory delivery ultimately lies with the merchant. If a package is lost or stolen upon delivery, many retailers work with customers to resolve the issue in a way that prioritizes customer satisfaction.
Customer Service Resolution: While I understand that Coach offered a merchandise card, my request was for a replacement product, not store credit. Given that I purchased specific items, I believe an equivalent replacement would be the most appropriate resolution.
Policy vs. Customer Loyalty: While I recognize that ******************** has policies in place, leading luxury brands often go beyond policy to ensure a positive customer experience, especially in cases where a loyal customer has encountered an issue outside of their control.

I would appreciate a reconsideration of my request for a replacement product. If this matter cannot be resolved satisfactorily, I may consider further escalation, as I believe this situation warrants a more customer-focused resolution.

Please let me know if there is a higher level of customer service or management I can speak with to discuss this further.

I look forward to your prompt response.

Best regards,
****** *******

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

Sincerely,

****** *******
Initial Complaint
Date:03/03/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I am emailing to report an issue with my order ************ My order did not arrive, and the coach employee took responsibility because it was delivered to the wrong door. However, the Coach employee only offered store credit because the bag was out of stock and a reshipment. When I asked if I wanted a refund they said they only do store credit even though this is unacceptable for a store to provide. Please advise as I only want a full refund for the *********** order back to the original payment method;
Business Response
Date: 03/11/2025
Dear Sirs,

We acknowledge receipt of ****** **** *** * ***** BBB complaint. At Coach, we take great pride in the excellent craftsmanship of our products and our superior level of customer service. We strive 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 order.

Coach can confirm that ****** **** *** * **** contacted ************* on 2/28/25, advising the agent that the order was not received. As the items were sold out, ****** **** *** * **** was offered an electronic merchandise card, even though it was not Coachs responsibility to replace the delivered package. This offer was declined, as ****** **** *** * **** stated they only wanted a refund.

On 3/7/25, ****** **** *** * **** contacted Coach ************* again, stating they had returned the items that were not received. A refund was processed successfully to ****** **** *** * ********** card for the returned items.

Coach looks forward to welcoming ****** **** *** * **** back into our stores and online again in the future.
Initial Complaint
Date:02/27/2025
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 ordered from them on Black Friday so in November 2024. I never got my package and I found out it was because a unit number wasnt provided. They NEVER updated or contacted me to let me know. I didnt find out until I reached out a month later to customer care. They told me they would refund me but never did. They acknowledged that I didnt receive my goods and promised a refund by December 24, 2024 (this was over the phone December 23, 2024) and it never happened. Ive reached out numerous times and never get a clear answer. I got tired of it and stopped calling. Coach outlet and Afterpay have done me so dirty on this. No refund from either side. Scammy businesses both of them. I just want my money back at this point. I no longer wish to do business with them EVER again.
Business Response
Date: 03/07/2025
Dear Sirs,

We are in receipt of *** ****-********* BBB complaint regarding the recent order. 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 have researched this inquiry and can confirm that the packages were returned to sender because the apartment number was not entered at checkout. Coach attempted to process a refund; however, *** ****-******** disputed the charge with Afterpay. After the dispute was closed, *** ****-******** disputed it again.

Due to this open chargeback,Coach is unable to provide further assistance. Once the dispute is closed in Coachs favor, we can attempt to reprocess the refund in the amount of $54.36.Please note that it can take up to 45 days to settle a dispute.
Initial Complaint
Date:02/27/2025
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.
ORDER NUMBER: #*********** ORDER DATE: FEB 15, 2025 I placed an order for an ***** slim brief in signature canvas in the amount of $200.09. If you track the order of my address and track where the *** delivered is two different cities. I called and I told coach customer service that I never received the package if you track it the issue speaks for itself. They said they would reship the briefcase with express shipping. They never sent a email with a reshipment tracking. I called on Feb 26th and I spoke to a representative by the name of ***** who said that the order was reshipped and it was refused by the receiver. He says it looks like it was sent back to a different city than what is my address and that's why it was refused wherever they shipped the package. He said on February 25th the package was received back to the coach warehouse in ************. I told him with all this headache I just want my refund back to my original form of payment I will take my business elsewhere. This is my first and last time using coach. Terrible. You pay for something and then you don't receive it and on top the customer service stinks. He said the refund will be issued back to my original form of payment on MARCH 21st the refund can take up to three weeks to process. I think that's ridiculous. I want my refund processed back to my original form of payment ****.
Business Response
Date: 03/07/2025
Dear Sirs,

We are in receipt of **** ******* BBB complaint regarding the recent order. 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.

After researching this inquiry, Coach found that the package was delivered to **********, ** instead of *******, **. A replacement was sent to **** ******, which was subsequently returned to the return facility.

Coach has submitted a request for the refund to be processed. **** ****** should expect to receive these funds within 3-5 business days.

Coach looks forward to welcoming **** ****** back into our stores and online again in the future.
Customer Answer
Date: 03/12/2025
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:02/21/2025
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 was instructed to return my Rogue 39 bag in Peanut because it was sent to me in a used and dirty condition from the coach store at ************. However, I was shocked to receive the same bag back, still in the same condition. This is completely unacceptable.I have contacted them in store and via the phone with no luck. Below is a detailed account of my experience:Purchase Date: 01/20/25 I ordered and paid in full through PBL, even adding a custom tag. The store manager assured me the bag would arrive the next day. However, after several days, they informed me that the bag was damaged. They offered to reorder it, and since I wasnt in a rush, I agreed.After 1011 days with no updates or responses to my messages, I contacted my credit card company and initiated a stop payment. The very next day, I suddenly received a text saying another bag was comingonly after I took action.After nearly two weeks of waiting, I had enough and canceled my order. Ten days lateron day 23 after my original purchasea package arrived ********* custom tag was missing.The bag was clearly used, with a stain and visible wear.The lack of communication and disregard for my cancellation was unacceptable.I checked my credit card, and the refund still hadnt been processed. It wasnt until I escalated to corporate that I finally got my Return label. Then the purse arrived again on February 19th. At this point, I expect a refund to be issued immediately and for this issue to be addressed properly. This experience has been frustrating and completely avoidable..Also I expect your store manager ******* **** to be reprimanded.
Business Response
Date: 03/07/2025
Dear Sirs,

We are in receipt of ******** ********** BBB complaint regarding the recent purchase. 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.

******************** has researched ******** ********** purchase and confirmed that ******** ********* returned the Rogue 39 in Peanut. Coach attempted to refund this purchase; however, the refund failed because ******** ********* opened a chargeback dispute with their financial institution. Once this dispute is closed in Coachs favor, a refund can be processed successfully.

Coach recommends ******** ********* reach out to the financial institution for assistance.
Customer Answer
Date: 03/13/2025
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 by the company but I would like to change how I want it resolved:

I would like the store manger reprimanded and leave this as a negative complaint visible for others to see because my credit card company had to resolve it for me. The company didnt respond to my credit card companys request for information. Also, the store manger reached out and apologized and basically blamed me for him his unprofessional behavior. Only after I wrote reviews and blasted him via Facebook.
There wasnt a Misunderstanding. I think he either used the bag and sent it to me when he was done and made a personalized tag for himself and kept it. I asked him to cancel the order before he sent it and he sent it because it was used and he knew it.

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

Sincerely,

******** *********
Initial Complaint
Date:02/21/2025
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.
Order date: 02/13/2025 I paid the business $219.40 I was to receive the package, but the package was not what I ordered, this was for a valentines gift, and I sent it to someone else, they told me that they had received the package but it was empty, I was confused because I had ordered her something so when she told me it was empty I thought she was joking, but she said it was just an empty package.I reached out to them, and told them of my issue they said that they were sorry, but they did not offer refunds, they also made it a hassle if I was to get it again they told me to choose a new address , this isnt for me because Im a guy and I dont live with my girlfriends family or in **********, so I have no idea how this situation would be, so I just decided for a refund they denied it . I would really just like my money back and place this order somewhere else !
Business Response
Date: 03/07/2025
Dear Sirs,

We are sorry to hear about ***** ******* recent experience with the delivery of their order. *** is Coachs preferred delivery carrier, and we ship our packages via insured and traceable means. This order was delivered as addressed.

To demonstrate our commitment to superior customer service, we offered ***** ****** a one-time accommodation replacement set of goods worth $219.40, even though it was not Coachs responsibility to replace the delivered package. This offer was declined. As an extenuating circumstance, we can issue an electronic merchandise credit in the amount of $219.40.

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 recommend that ***** ****** contact Coach ************* at ************ to process this request. We are unable to offer a return or exchange on the replacement.
Customer Answer
Date: 03/18/2025
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 waiting for a response back this whole time, but for some reason it was not showing up on my phone that I had been e-mailed back. I logged on my computer today for the first time in a while, and it showed.

I apologize on my behalf for the late reply.
Is there any way I could still receive the resolution? I was given, "As an extenuating circumstance, we can issue an electronic merchandise credit in the amount of $219.40." as a resolution, and I'd be happy with that.

Please let me know. I'm still at a loss for the money.

ID # ********

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

Sincerely,

***** ******

Business Response
Date: 03/28/2025
Dear Sirs,
We have received ***** ******* BBB response. We appreciate the opportunity to assist ***** ******. An electronic merchandise card has been sent to ***** ******. Reference order number ************ for $219.40.
We look forward to welcoming ***** ****** into our stores and online again in the future.
Customer Answer
Date: 04/05/2025
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:02/19/2025
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.
My address is ********************************** and my package was delivered to ******************************. I have contact Coach seven times regarding my item. I was first told that a refund could not be issued until *** marks the package as lost. on February 6 *** issued a resolution to Coach because they were unable to retrieve my package. Coach stated because the package is marked as delivered they cannot issue a refund only a merchandise gift card. This is unacceptable I didnt pay for this item with a gift card! In would like my funds refunded to my original payment method.
Business Response
Date: 03/04/2025
Dear Sirs,

We have received ********* ***** BBB complaint regarding order *********** and are sorry to hear about the recent experience at Coach. We apologize for any inconvenience caused and want to ensure that every Coach experience is positive for our customers.

******************** has confirmed that ********* *****' order was delivered with *** tracking number ******************. Because Coach takes pride in its superior level of customer service and values each customer, we provided ********* ***** with a one-time accommodation merchandise credit for the Puffer Vest in the amount of $128.83.

The merchandise card was sent and subsequently used to place a new order *********** on 2/1/25. Since Coach sent the merchandise card and the card was used in full, Coach considers this matter closed.

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