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 ComplaintThe 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:09/12/2022
Type:Billing IssuesStatus: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 a bag on sept 2 2022 for 121.19$ via pay pal. On sept 8th coach charged me again for ******. I spoke with them and they said they would return my call. So far no call and I still have both charges on my pay pal account.Business Response
Date: 09/23/2022
Dear sirs:
We are in receipt of ************************************** BBB complaint about the recent order. 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. PayPal notified Coach of the double charge however, before a refund/reversal could be processed, ************************************ disputed the charge.
PayPal closed this dispute after confirming ************************************ charge was reversed. Coach would recommend ************************************ speak with PayPal regarding a potential second charge.
We hope to welcome ************************************ into our stores in the future.Customer Answer
Date: 09/28/2022
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]
When I spoke to Coach they suggested that I file a dispute with Pay Pal. Coach reversed my original receipt of 121.19$ instead of the 145.04$. I have attached my original receipt from when I placed my order. They some how raised the price from when I placed my order. The difference of ***** for which was a gift card from a previous order that was also over charged.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
************************************
Business Response
Date: 10/24/2022
Dear Sirs:
We are in receipt of ************************************** response.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 can confirm *********** was closed. Refunds can take up to 45 days after the resolution of the dispute.Now that this dispute is closed, a refund has been processed for the over charge of $23.85.
Coach recommends ************************************ reach out to PayPal. Since this refund was processed successfully, Coach considers this matter closed.Initial Complaint
Date:09/12/2022
Type:Product IssuesStatus: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 purchased many items online for the Coach outlet and haven't had a problem with my mailing address I purchase a watch on Augusta 15. I check the tracking on Augusta 26 because I haven't received my watch. It was undeliverable because the address was wrong. The post marked the watch undeliverable and the disguard because they claim the box was demaged.i called spoke one at the Coach outlet. I was told they would express ship it the watch this was on the 25th. I called again on the 30th and was told the shipping department put a hold on my watch. I spoke to a manager told them to cancel my order I wanted a refund since they can get my order to me in a timely manner. She stated she would and it will take 3 days. I called again on the 6th because haven't received my refund to find it was a hold put on my refund. I still have not received my refund. This is unfaid business practice. ************************* order number is ***********Business Response
Date: 09/23/2022
Dear Sirs,
We are in receipt of Coyanna Mixons 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 Coyanna Mixons concerns will be addressed appropriately.
After researching this matter further, Coach can confirm ************************* spoke with Coach ************* and advised, that the package was lost in transit. Coach attempted to reship the lost watch however, this request was canceled. Due to the package being lost in transit with ***** Coach has issued a refund in the amount of $85.22 to Klarna. This refund was successfully processed.
We hope to welcome ************************* into our stores and online again in the future.Initial Complaint
Date:09/07/2022
Type:Delivery IssuesStatus: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.
Here is my order *********** $303.45 Here is the tracking number for the order. **** ****************** I'd like to request the full refund because I've never received the bags on Aug 31th. I have the camera outside my garage and font door. The real video can prove that there was not anyone to deliver a package at that time. And I contacted many times with Coach customer service via phone call. They don't give me a response to make a refund. They said they will send an email about the issue, but I don't receive it finally.the customer service phone number is **************Business Response
Date: 09/19/2022
Dear Sirs,?
We are sorry to hear about ************ recent experience with the delivery of their order. *** is one of Coachs preferred delivery carriers 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 offered ********************* a one-time accommodation reshipment of the original order. Regrettably, the item ordered had since sold out and a merchandise credit was issued instead of the product. Coach is offering $303.45 worth of merchandise credit even though it was not Coachs responsibility to replace ************ stolen package.
After the merchandise credit was issued, ********************* disputed the charge with the financial institute. This chargeback is still open, and the merchandise credit has been devalued. Once the dispute is resolved in Coachs favor, a replacement merchandise credit can be issued.
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.Customer Answer
Date: 09/25/2022
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:08/29/2022
Type:Sales and Advertising IssuesStatus: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 July 21st with coach outlet website. My order# ***********. First item I did not receive, so coach was supposed to send me another one. Well, the first was supposed to be a birthday gift. Didnt receive so bad to purchase something else for my mom, so I wanted to return the replacement order. Had to pretty much beg to be able to do that, finally get the go ahead to be able to return it. They approved it, was promise a refund to my original payment. Still had to wait to receive the replacement before I could return (they couldnt just refund me even though the replacement hadnt even shipped??). Get the bag, return it, theyve had it since the 17th. Contacted customer service multiple times since then, get the run around, they say I will get my refund soon. Finally talk to someone today who gives me the news that I will be receiving a GIFT CARD that was sent out on the 25th (that hasnt came, my mail has already run today) that I do not want. I just want my money back. This has been the worst experience ever, over less than $100. So now I dont have a bag, dont have my money, nothing. Please refund me to my original payment as promised. Its almost September. I do not even shop with coach for myself and in the future never plan to shop again for anybody else.Business Response
Date: 09/08/2022
Dear Sirs,???
We are sorry to hear that ************************* *** package was stolen.? 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 replacement set of goods free of charge. ?Coach provided ************************* with $95.40 worth of free replacement goods even though it was not Coachs responsibility to replace ************************* stolen package.???
After an accommodation of this sort has been provided,it is against Coach policy to then provide a refund for the second set of goods because the customer has not paid for those goods.? We cannot refund ************************* for items that were not purchased.? ************************* sent the second set of goods back to Coach anticipating a refund.? Coach has issued an electronic merchandise credit in the amount of $95.40. This credit was used by *************************, in full, with order number ************We hope to welcome ************************* into our stores and online again in the future.
Customer Answer
Date: 09/09/2022
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]
First of all- my package was not stolen & that was made clear the entire time. Even the shipping company said it was lost. An item cant be stolen if it wasnt ever delivered properly. Secondly, your response to the whole ordeal was super unprofessional. Was promised a reshipment, it took weeks for that to happen. When I finally asked for a refund because I never had any bag and you guys hadnt even shipped this one weeks later, finally a manager agreed to let me return the replacement for a refund on my original payment. Even though the replacement still hasnt shipped and wouldnt for days. I shipped it back promptly & no refund long after it was received by you guys. None of your customer service reps were on the same page and knew anything, constantly being told multiple different things. finally one informed me that it would be on a gift card and that it had already been mailed out to me. Never received that, come to find out it was never even mailed or any kind of a refund/credit issued. Also learned that same day that I was finally issued a credit that you guys hadnt even filed a claim with the shipper until that very same day. Even though I was told that you had to do it. It took over well over a month to get the whole ordeal sorted out. Ive never been treated so poorly and like a thief by anybody, all over some clearance bag that wasnt even purchased for me to begin with. Out of all the representatives I had to speak with, only one gentleman treated me with respect and actually tried to sort the issue out. And by the way- it is your responsibility to reship/replace, especially when the shipping company approves your claim and you get refunded for it. So youre supposed to get reimbursed, but Im not? Also, thank you for putting my personal name & details out there. Very professional.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 09/23/2022
Dear sirs:
We are in receipt of ************************* response. We are sorry to hear ************************* is dissatisfied with Coach policies and procedures. Coach has investigated this issue and is sorry ************************* did not receive the original order. As previously discussed, Coach issued a replacement order, at no cost, as per policy. The replacement was shipped and delivered. When this replacement item was returned to Coachs facility, a merchandise credit was issued. The merchandise credit was then used in full.
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:08/18/2022
Type:Delivery IssuesStatus: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 sent an incorrect bag and returned it. Coach Outlet is refusing my refund. Due to another customer service issue I was given a merchandise credit which had NOTHING to do with this purchase. Because of that they are refusing my refund. It makes no sense at all! Item was returned and received but customer service said no refund.Business Response
Date: 08/26/2022
Dear Sirs:
We are in receipt of ***************************** BBB complaint. 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. We want to make sure that every Coach experience is a positive one for our customers.
After researching this inquiry, Coach can confirm that *************************** contacted us on 8/5/22 and was offered a 10% discount on a future order, by an agent and was sent a merchandise credit for order *********** totaling $119.42; this was issued with order number ***********. On 8/10/22 Coach received another contact regarding order number ***********. During this contact, *************************** states the incorrect item was received and another merchandise credit in the amount of $25.00 was sent with order number ***********.Both merchandise credits were then used in their entirety on orders ***********************, and ***********. *************************** then returned the incorrect item from order *********** however, since the order was compensated in full via a merchandise credit, Coach is unable to offer a refund.
As an extenuating circumstance, Coach can reship the item back to ***************************. Please contact Coach ************* at ************ for this request to be processed. We are unable to offer a return or exchange on the reshipment or the original order since the merchandise credits issued were used in full.Customer Answer
Date: 09/09/2022
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 beenThis is inaccurate. The credit was not for the item that was returned. A simple search of the history would show that the returned item was ordered and paid for via PayPal and not a merchandise credit. I did not receive a merchandise credit for this item. The merchandise credit was given for another order that was canceled. This is sloppy record keeping on behalf of Coach customer service. I ordered the item, paid via PayPal, received the incorrect item and now I receive no refund. This is not my error but yours or likely a customer service agent's inaccurate record keeping. Indo not accept this solution as it does not provide the refund which I am legitimately due. Coach can do better. Definitely lost a customer and will he filing a fraud report with PayPal and ny bank.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Customer Answer
Date: 11/30/2022
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:They have not responded and I would like it reopened. They did not stand by the resolution in this case. I was refused the credit when I called the number they put in the response.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 12/07/2022
Coach apologizes a response has not been made regarding this complaint. A Coach Merchandise credit in the amount of $119.42 has been emailed to *************************** for resolution in this case.Initial Complaint
Date:08/15/2022
Type:Delivery IssuesStatus: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 a purchase on about 6/ 8/22 to coach using klarna for total of $672 Coach shipped less than half the order {2 slides}out after several attempts of asking them to ship the order on 6/14- 6/16 they kept giving me the runaround saying it was out of stock and that they will ship it when it becomes in stock they suggested to send me a gift card of $161 for one of the items and i decline but nevertheless said they will reship out the other half of the order since I didnt get the 3bags I contacted Coach customer service so they could give them an explanation on the delivery in which I did not received however Coach instead they close out my dispute stating that I have to continue to pay without on an order i didnt get coach also sent confirmation canceling the part of the order i didnt get, somehow coach wants me to still pay for items i did not received no matter who/what the carrier they choose, i only receive part of the order and i notified Coach as I received part of the order on 6/14/22 but Coach will not a refund part the order i did not receivedBusiness Response
Date: 08/26/2022
Dear Sirs:
We are in receipt of ******************** BBB complaint. We are sorry to hear about ******************** recent experience with the delivery of the order. *** is one of Coachs preferred delivery carriers and we do ship our package(s) via insured and traceable means. However, insurance does not cover stolen packages.
Coach has confirmed *** delivered this package to ******************** address **************************************************************, on 6/14/22 at 5:50 pm with tracking number ******************.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 replacement set of goods free of charge. This offer was accepted however, the items requested had since sold out. A merchandise credit in the amount of $161.29 was shipped with order number ***********. An offer of a merchandise credit was provided for the sold-out items in the amount of $280.58 and this offer was declined. Coach is offering $440.87 worth of merchandise credit even though it was not Coachs responsibility to replace ******************** stolen package. It is against Coach procedures to provide a refund for a package that was confirmed delivered.Coach can also confirm that the Slides ordered were delivered and returned for a refund. A refund was processed in the amount of $231.12 for these two items.
Coach received notification from Klarna on 8/10/22 that ************************* disputed the charge. Due to this chargeback, Coach is unable to provide further assistance. Once the dispute is closed in Coachs favor, a merchandise credit can be issued in the amount of $280.58. It can take ***** days to settle a dispute.
We invite ************************* to contact our *************************** at ************** one the dispute is closed, 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.Initial Complaint
Date:08/11/2022
Type:Product IssuesStatus: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.
Several bags were purchased in February 2022 from coach outlet online. I used provided by coach shipping labels to return several bags. Bags were sent back within the 30 day return timeline in March. Coach issued a merchandise credit for bags that should have been credited to my original form of payment- CC. I called coach a total of 5 times at one hour a piece to get my original form credited. Coach canceled the Merchandise credit and has the bags. To this day August 11, I have not gotten my refund I am owed.Coach can see online by their shipping labels when the bags were sent back. Many CS have acknowledge the bags were sent in the correct time frame. I have forwarded emails showing proof. I have had several CS tell me they will follow-up with me for them to not call me back. The ********* I spoke with did call me back but stated no additional information was available. Ive waited 4 months for my refund. I am still without refund, coach has the merchandise and my money. I have been an advent customer for the last 17 years, I will no longer support this brand. This is ridiculousBusiness Response
Date: 08/25/2022
Dear Sirs:
We are sorry to hear that ************************* is unhappy with their ordering and returning experience at Coach. Our records show the following items returned to Coach under orders *********** and ***********.
C3232 QBMI5 ****** Structured Tote In Signature Canvas
C6831 IMNOX ****** Shoulder Bag In Blocked Signature Canvas
***** SVFD7XL Signature Buckle Belt, 25 Mm
C8148 IMDQC ****** Chain Tote In Signature Canvas
C8147 QB/BK ****** Chain Tote
On 3/26/2022, Coach did experience an error when processing ************************* return. Coach merchandise cards were issued directly to ************************* instead of the requested refund. ************************* notified Coach on 4/5/2022 that the refund was not issued back to their PayPal account as requested and Coach started an investigation.
Our records show order *********** was disputed with PayPal on 5/11/22 and *********** was disputed on 4/30/22. Coach was unable to issue a refund until the disputes were settled. PayPal has notified Coach that ************************* won the dispute and they issued the refunds directly through them. Coach would recommend ************************* reach out to PayPal regarding this dispute and the refund status.Customer Answer
Date: 09/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has not been fill-filled. Coach continues to deny me my funds owed. They are telling me even with BBB siding with me, I need to contact Paypal who is not responsible because I opened a dispute claim with my bank first. My bank is telling me to contact Coach. Coach has the items and the money. They have not issued or refunded ANY money.
Sincerely,
*************************
Customer Answer
Date: 11/07/2022
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:Hello,
I was refunded an amount but it did not cover the amount owed back to me from my returns made in MARCH 22. They missed a credit for 181.**, I would like that credited back to my original form of payment as well. The amount of 181.** was issued in a merchandise credit, I will NOT ever shop with COACH again due to how this case has been handled. In good faith (making phone calls to COACH who said I was owed by others, phone calls for 1 hour each time) I have been trying to get my money back in original form since MARCH of 2022. The bags were returned then, COACH has been neglecting and trying to get out of paying me my money. I will NEVER support a brand that has such horrible customer service. They were given proof bags were indeed returned within allowed dates. COACH lost a great customer.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 11/17/2022
Dear Sirs:
We are in receipt of multiple pieces of information from our Coach colleagues regarding ************************* complaint. It was our understanding that the Coach merchandise card in the amount of $181.60 was accepted on 9/16/22 by *************************. We apologize for any miscommunication this process 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 cancel Coach merchandise card in the amount of $181.60 and issue a refund to ************************* PayPal account. Please allow **** days for processing.Initial Complaint
Date:07/28/2022
Type:Delivery IssuesStatus: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 got a text message on July 27,2022. Saying that the coach outlet online was having a shoe sale with 15% off. I clicked on the website and picked out some items. Called the company. Placed the order. The person refused to apply the 15% discount. We were on the phone for over three and half hours. I asked speak to a supervisor repeatedly. After so long she verify my contact information *** told me that the supervisor would call me back and hung up the phone. I kept telling I would wait. She just hung up on me. I call Bank explain to the sales associate what had happened I speak to a supervisor. She put the supervisor on the phone. The supervisor told me she was on a page where I was trying to order from. She said she could place the order I told her I didnt want her to place the order to cancel my order that I had made the previous day and that this has happened before and I didnt want to do business with them anymore. my aunt my daughter also got on the phone and verified that the website said that it was 15% off I was upset for being on the phone so long and being accused of fraudulent activities with Coach. The associate supervisor gave me a $50 a merchandise card to try to get me to come back to their company my granddaughter talked me into ordering the items again in the wee hours of the morning they refused to honor saying that they couldnt find it even when I try to pay the price for the items without the 15% discount the company was telling me the order wouldnt go through so either they blackballed me or refuse to do business with me. I called corporate to get information about this situation they were trying to tell me that they could place the order out also but the items were sold out they were telling me that they didnt see the website that it was a fraudulent website but I received a text message three times including one today that the sale was going on going on same website the supervisor said she was on the page.All calls are recorded pull callBusiness Response
Date: 08/10/2022
Dear Sirs:
We are in receipt of ************************* BBB complaint regarding the recent order attempt. We understand that ************************* is upset, and we apologize for this inconvenience. We take feedback from our customers seriously, so please be assured of ************************* concerns will be addressed appropriately.
After researching this further, Coach found that the 15% promotion online on 7/27/22 was 15% off Mens bags and 15% off Travel Essentials. Our shoes were not part of this promotion.Our records indicate our 15% off Frenzy promotion,requested by ************************* ended on 6/12/22 and is no longer valid. However, after reviewing the calls to our contact center, ************************* was offered a 15%discount by phone. Regrettably, the requested shoes had sold out. For the inconvenience, we are emailing ************************* a one-time use promotion code that can be used online. ************************* was provided a $50 merchandise card due to the inconvenience which is still valid.
We look forward to welcoming ************************* into our stores in the future.Customer Answer
Date: 08/10/2022
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]
The company is lying I got two text message on July 27,2022 & one the next day 7/28/2022.As you can see. I have provided the Bbb with screenshot of the messages with the date and time that the message came too me The manager that sent me a $50 card also said that she was on the page and that she could place my order immediately for me After being on the phone with a associate for three hours who hung up on me I had to call back to speak to a manager I refused to place the order and asked the manager to cancel my order that I had placed on July 26,2022..Which she did she gave me the $50 with the hopes that I would continue to shop with the company. This has happened before with coach telling me that it was not a sale only finding the sale when my daughter verify over the phone that she could see the sale page.Thats time they gave me $20 off and 15% off my order The company has a record of the order I decided on placing a order and told over again no I couldnt place a order saying that there was no sale or my billing address was wrong or my shipping address was wrong one supervisor just hung up on me coach records all calls and those calls needs to be listened to and provided to the bbb and me also there was about five or six calls to coach outlet and two calls to their corporate headquarters I had just had surgery and was trying to get a pair of house shoes and some school shoes for my granddaughter I have to have surgery again in September so I was very upset and confused concerned about what I was being told also why does this keep happening coach went so far as to tell me that people send fake messages out to people how did they get my information I want this kind of business action to stop am upset that my family and I have to go without things that we need and want because coach company is playing games and refusing to treat people fairly my daughter can in again and told coach that I was seeing a message that said shoes were 15% off she told him about the messages that I have received on July 27 and July 28 a total of three messages telling me about the shoe frenzy and 15% off and pacifically said shoe frenzy and took me to that website or that page Please investigate this to the fullest because they didnt do anything but tell you guys what they had told me and did not investigate anything if they had they would have seen the page where I sent you the time and date when the messages came in and it was not in June it was in July 27 28th 2022 please and thank you
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 08/26/2022
We are in receipt of **************************************** response.? 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 in placing the recent Coach order.
For the protection of our customers, all orders are subject to an extensive verification process. Unfortunately, ************************* order attempt did not meet the parameters for acceptance. In most cases, orders do not successfully process due to incorrect, missing, or unverifiable billing information. When placing an order, the billing address provided must be exactly as it appears with the financial institution. We apologize to ************************* for any inconvenience this may have caused.
Again,we are sorry to hear that ************************* is unhappy with the recent experience and apologize for any inconvenience this process may have caused.Customer Answer
Date: 09/01/2022
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 would like the coach company to address the emails that I received from coach outlet on Wednesday July 27,2022 at 9:04 am (2) emails. Then another email on Thursday July 28 at 4:04 am which states 15% off footwear Frenzy. I have provided verification photos and proof of the emails to the Better Business Bureau. I did not make up those emails and that is what started this issue The company has not provide any information as to what information that has changed for my orders to be rejected None my information has changed not billing address The coach company just says anything and provide no Verification no approve of anything that theyre saying.Why did the coach company give me a eMerchandise credit and 15% of that I could not use they didnt give me nothing.Why didnt they offer me a cash settlement. Just like they claim that the emails didnt exist and they do The bbb statement reads that all information provide in this Complaint must be true under the penalty of perjury and that information will be made public i have provided the verification and proof of the emails now what is the coach company saying about the proof Im Tired of all the coach company lying and proven nothing but I had to prove my email and that the company was rejecting all my orders and that they gave me nothing but a big lie and they pass out phony advertisement false advertisement is against the law and the coach is actually telling the Better Business Bureau that the emails do not exist do while bbb is looking at the emails that they dont exist bbb you guys know that the coach company is doing false advertising and lying you have the proof
Boss advertisement is against the law address that issue
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
Date:07/28/2022
Type:Product IssuesStatus: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 ***********. For the order, I bought 5 bags but I never received any of them. I contacted the customer service multiple times for help and but the problem was not solved. I need a refund in the form of physical gift card to my shipping address quickly.Business Response
Date: 08/08/2022
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.
After further research *** did close this investigation, reporting that this package was delivered to the requested address of ****** ********************************** ******* ******* **********, ** ******
Because Coach takes pride in its superior level of customer service and takes pride in demonstrating that each Coach customer is valued, we can offer ******* ******* a one-accommodation reshipment for the available items free of charge. However,the replacement must be shipped to an alternate address. Coach is offering $455.94 worth of free replacement goods even though it was not Coachs responsibility to replace ******* ******** stolen package.
We invite ******* ******* to contact our *************************** at **************, for a replacement set of goods. 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:07/25/2022
Type:Service or Repair IssuesStatus: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 ordered the "**** Foldover Clutch Crossbody" on Friday, June 10, 2022 from the Coach Outlet website. The order shipped out by *** on Saturday, July 11, 2022. Unfortunately, *** sent the purse to ********** instead of *******. The purse was supposed to be delivered Thursday, July 16, 2022. Instead, it was in **********. The problem is that I used Klarna to make the payment. And Coach refuses to tell Klarna that the purse was returned to the sender. Coach will not give Klarna their money back. I have never had the item. The purse was returned to Coach on Monday, June 27, 2022 by ***. Despite calling Coach on JUNE: 14, 16, 19, 21, 22, 24. And JULY: 5, 11, 22. This issue still has not been resolved. I waited on the phone 45 minutes for a supervisor today with Coach. And when the supervisor came on the phone I was disconnected. I have tried to contact Klarna. They keep telling me Coach says the item hasn't been returned despit e-mailing *** screenshots. Then they told me the tracking number was invalid. It's all so ridiculous. Thanks for the help. COACH ORDER# *********** *** TRACKING#'S ****************** ******************Business Response
Date: 08/02/2022
Dear Sirs,
We are in receipt of Deta Gambles 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 Deta Gambles concerns will be addressed appropriately.
After researching this matter further, Coach can confirm ********************* spoke with Coach ************* and advised, that the package was lost in transit. An investigation was opened on 6/14/22 with **** After the investigation was open, Deta Gambles package was scheduled to arrive at their location on 6/23/22. However, on 6/19/22, ********************* made an intercept request with *** My Choice, and the package was returned to the sender (Coach). The package was returned to Coach and a full refund of $98.04 was processed back to Klarna.
We look forward to welcoming ********************* into our stores and online again in the future.
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