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Business Profile

Leather Dealers

Tapestry, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Tapestry, Inc. has 63 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/21/2022

      Type:Product Issues
      Status:
      Answered
      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.
      been trying to get a proper refund on an item returned for the past 1.5 months. spoke to a mgr ********* yesterday who assured a call back today with a resolution. no call back now speaking with diasha over 45 minutes waiting for another supervisor and then transfers to a survey. ARE U KIDDING ME?! 12 plus calls and managers who don't even care to do their job! ill take my $600 every few months elsewhere. ******* has better customer service then this!

      Business Response

      Date: 08/02/2022

      Dear Sirs,  

      We are in receipt of ************************************ recent BBB Complaint. 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.  

      Coach is happy to confirm, that when ************************************ spoke with an associate by phone on 7/14/22, the request to refund for the purchase made in store **** on 6/25/22 was successfully processed. The refund was processed in the amount of $217.41 to the MasterCard ending in ****.

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

    • Initial Complaint

      Date:07/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order online with this store and chose the fastest shipping as I needed the items for my birthday! The items never arrived , Coach has continuously refused to give me my money back after I have repetitively contacted them explaining the situation. It's been over a week and a supervisor messaged me just today after asking for assistance for more than a week, stating they can only reship the item or give a credit. I do not want a credit I want my money back I am done with this store and the service I have received, it has been an awful experience. I just want my money back

      Business Response

      Date: 07/22/2022

      Dear Sirs:


      We are in receipt of ****** *s BBB complaint. We are sorry to hear about ****** *s 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 ****** *s address ********************************************************************, on 7/11/22 at 8:53am 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 declined by ****** * and as an extenuating circumstance, an electronic merchandise credit was offered. This offer was also declined. Coach is offering $556.50 worth of free replacement goods even though it was not Coachs responsibility to replace ****** *s stolen package. It is against Coach procedures to provide a refund for a package that was confirmed delivered.
       
      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.

    • Initial Complaint

      Date:07/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a handbag from the Coach Outlet and had never once used the bag. I went to use it and the side strap had come apart. I went and took the bag back for them to fix or exchange it and was told that I would have to pay. The amount of money they was asking me to pay to have it repaired was ridiculous especially since I never used the bag and the cost of the bag is already expensive. These bags are supposed to be of great quality especially for the amount of money you have to pay for them. The bag was never used and and all I wanted was for it to be fixed or exchange for what I paid.

      Business Response

      Date: 07/22/2022

      Dear Sirs:


      We are in receipt of ***** ****** BBB complaint. Coach would be happy to evaluate the item for repair. Since we offer repair services for some of our products, ********************* may ship the bag into Coachs repair workshop for an evaluation. The bag will need to be evaluated first to determine if it can be repaired and whether any fees will be assessed after the condition of the bag is evaluated. As a courtesy, we will email ********************* a return label. ********************* may use this pre-paid return label to send the bag to our repair workshop.


      ********************* would need to include a note with the address,daytime phone number, and email address. Our repair process for Coach items takes four to six weeks from the time we receive the product. ********************* may include a copy of this message for reference.

    • Initial Complaint

      Date:07/15/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 Coach,This complaint is in regards to order #: ***********.My name is ******* *****. I placed an order back on June 7th, 2022 for a Key Chain and Cologne for myself, as a birthday present which my birthday is today, July 14th, 2022.Needless to say, I never received the order. I had been in contact with your customer service team via email about ******* to complain and file cases via the courier.I am now on the phone today on my birthday, and your agent advised that I am unable to obtain a refund because it is past the 30-day ****.It has always been an unpleasant experience with your company and I am not sure why we continue to do business with such a tight-handed, uncooperative business!Over and out!-**** *****!

      Business Response

      Date: 07/22/2022

      Dear Sirs, 

      We are sorry to hear about ******* *****s recent experience with the delivery of their order. *** and **** are 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-accommodation replacement set of goods free of charge.  Coach has offered $63.49 worth of free replacement goods even though it was not Coachs responsibility to replace ******* *****s stolen package.

      This offer was accepted, and a replacement set of goods was shipped at no cost. The replacement was also delivered as addressed to ******************************************************************. Coach would recommend ******* ***** reach out to *** and **** to file a claim.

      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: 07/25/2022

      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]

       

       Coach has sent an email that states that one of their products (cologne) has since been rendered out of stock and canceled. They have since sent me a replacement keychain that is listed as: $68.00, which the original price was $27.20. They have left me to pay for the original order which includes the eau de toilette that I did not receive. I am going full steam ahead with a request for the refund.

       

       

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


      Sincerely,

      **** *****




       

      Business Response

      Date: 08/02/2022

      Dear sirs:

      We are in receipt of **** *****s response. We are sorry to hear **** ***** is dissatisfied with Coach policies and procedures. Coach has investigated this matter further and has confirmed the original *************** was delivered with **** tracking number **************************.Coach attempted to reship this product but, the item was out of stock. Once it was restocked, however, it was shipped and delivered to **** ***** with **** tracking number **************************.

      Coach has fully compensated **** ***** with a complete order replacement and a merchandise credit for the value of the order. Coach is unable to honor the request for a refund as all shipments are confirmed delivered.

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

      Customer Answer

      Date: 08/04/2022

      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.

      Furthermore, I will never shop at Coach and waste my valuable money. It took so much effort, they're not worth the investment!

      Sincerely,

      **** *****



       


    Tapestry, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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