Complaints

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

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  Tapestry, Inc.

  10 Hudson Yards New York, NY 10001-2157

  
• 

  Coach, Inc.

  137 Westfarms Mall Farmington, CT 06032

• 

  Coach

  2200 Tanger Blvd Washington, PA 15301

• 

  Tapestry, Inc.

  45 N Arkansas Ave Spc 602 Atlantic City, NJ 08401

• 

  Tapestry, Inc.

  50 Water St. Lee, MA 01238

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having an issue and it seems as though *** and Coach don't know what the next steps are so I have to file a complaint. Ordered a Coach Wristlet. Order #************ I received the wristlet February 6th and returned it the same day. The package got to ******************** and has NOT moved since February 7th. It was supposed to be delivered back to Coach on February 10th. It's currently February 13th with ZERO movement. I called *** today and spoke with a *** that told me that Coach would have to be the ones to initiate the investigation because they're the ones that created the return label. I called Coach customer service and the ******************** told me that I would have to be the one to open an investigation since I sent it back. I'm not interested in going back and fourth between Coach and ***. I did my part by dropping it off and mailing it back. The problem is ... I used Klarna to pay for the purchase and they gave me an "Instant Refund" in anticipation that Coach would refund upon receipt of the item. After awhile, Klarna will cancel the instant refund and resume payments if Coach doesnt process the return. I can't be charged fir merchandise that I don't have. I really need this issue rectified. I'm posting screenshots of the Klarna order AND tracking information for the package.

  Business Response

  Date: 03/04/2025

  Dear Sirs,
  
  We have received a BBB complaint from ******* ******* regarding recent orders with Coach. We sincerely apologize for any inconvenience caused and are sorry to hear about their experience. At Coach, we always strive to provide a positive experience for our customers. We take feedback from our customers seriously, so please be assured that ******* ******** concerns will be addressed appropriately.
  
  Coach is sorry ******* ******** package was lost with the courier in transit to the return facility. ******* ******* has contacted customer care, and a refund was issued even though it was not Coachs responsibility to refund an item we did not receive. This issue has been resolved with our customer care team.
  
  ******************** hopes to welcome ******* ******* back into our stores and online again in the future.
  
  

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  Even though this matter is resolved, I would like to respond to the reply that Coach made. 

  It IS Coachs' responsibility to refund an order that was lost in transit back to the facility. The return shipping label was provided by Coach. Which means that ultimately, Coach is the "sender" for the package. When I contacted ***, they advised me that because Coach is the one that created the return label, they're the ones that file the claim for reimbursement of the lost package. Furthermore, that response was unwarranted. A simple "We're sorry for the trouble, your order has been refunded" would have sufficed. 

  With that being said ... I will no longer shop at Coach.

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

  
  

• Initial Complaint

  Date:02/13/2025

  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.

  I purchased an order over a 100 dollar value. The couch outlet facility shipped it to the wrong address. They gave me a delivery photo of where they sent it. It did not match my property. I send photos of my property along with additional evidence that my items were not delivered. They disregarded this. I asked for a refund becuase they did not forfill their part In the transaction. I filed a police report and a ******** a smalls claim court and they are not complying with any of my civil right actions. Basically they are not providing full costumer service and are not taking responsibility for thier mistake of sending it to the wrong address. It's going against all consumers rights. ****** are the two photos that do not match. The complex with the red door is mine. The other is the unknown location where it was delivered

  Business Response

  Date: 03/04/2025

  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 $173.00, 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 $173.00.
  
  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.
  
  

• Initial Complaint

  Date:02/04/2025

  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.

  Bought a bag called the Brooklyn bright home to wife she opened there was glue hard raised glue on the front of bag so she returned when she went to ********. We do not live on that island. She exchanged for a western tabby bag. Got home opened it up took out cardboard packaging there was a red sticker with an arrow pointing at a big stain. Called they said it was marked damaged they apologized didnt know how it got back in inventory. They sent us a label we mailed bag back and asked for a different bag. We got the empire 40. It was sent to us. On Sunday Feb 2 we deciders to go into town at around 3pm my wife said lets take the new bag. I cut rage she put a few things in it walked out to car. Drove to town to an electric car charger. Coincidentally ***** the sales associate texted me asking if we got bag I said yes we liked the new style of bag and sent picture. Got done charging and went to go shopping. We got out car went to zip bag closed and it broke. I was still texting conversation with ***** the store manager I said you will not believe this this bag just broke sent picture to which the rely was Ill have to bring it in and they will have to send it in for repair for at least a month. I said that we didnt even get to actually use it cut tag and it basically broke I didnt find that acceptable he told me I could pay and mail it to repair center myself. From ****** that would cost a lot. After all Ive gone through with this store I get a bag I never was able to use and now have to send it away for a month for repairs of a bag that didnt even get to be used. Find this unfair and unacceptable. I didnt have the bag for months and get use it instantly broke. This bag was $700. The fact Coach isnt embarrassed by this is unbelievable to me. The bags zipper is unusable and you cannot close the bag. Thats an important function.

  Business Response

  Date: 02/18/2025

  Dear Sirs,
  
  We have received a BBB complaint from ******* ********* regarding recent orders with Coach. We sincerely apologize for any inconvenience caused and are sorry to hear about their experience. At Coach, we always strive to provide a positive experience for our customers. We take feedback from our customers seriously, so please be assured that ******* *********** concerns will be addressed appropriately.
  
  ******* ********* has contacted customer care, and the issue has been resolved with our customer care team.
  
  ******************** hopes to welcome ******* ********* back into our stores and online again in the future.

• Initial Complaint

  Date:02/03/2025

  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.

  Order number: *********** Purchase date: 11/12/2024 Amount : $209.14 I made an order online to buy a coat from Coach Outlet on 11/12/2024, but it is smaller than usual when I tried on. After the holiday, on 1/29/2025 I drive 1 hour to their coach outlet store, tried to return , but their store sales told me I can not return it since their return window was closed on 1/12/2025. I had to carry it back to my home and waste my money and waster my time. But there are some reason I can not accept it.1. There is no any return window date notice or message mentioned on my order confirmation email.2. Last year the return window was 1/31 for the any holiday season purchase, why this year it was changed to 1/12, and the store staff told me, the return window changed every year, it is not totally make any sense, the customer can not know the exactly date of every year, the Coach Outlet just make cheat for their customer.I would like to ask help to return the coat and get my money back

  Business Response

  Date: 02/14/2025

  Dear Sirs,
  
  We have received ***** *** Better Business Bureau complaint and appreciate the opportunity to address it. At Coach, we take great pride in our craftsmanship and superior customer service. We strive to ensure every Coach experience is positive, and we are truly sorry to learn of ***** *** experience.
  
  Coach offers a 30-day return window for all items, which must be unworn, unused, and include all tags, parts, and accessories (including boxes). To accommodate holiday returns, we extended our return window for orders placed from 11/1/24 to 1/12/25. ***** ** placed order *********** on 11/22/24 at 10:26 AM EST, which falls within our holiday returns window. However, ***** ** contacted customer care on 1/30/25, which is after the extended holiday returns period had ended.
  
  For reference, our holiday return window last year allowed purchases made from 11/1/23 to be returned until 1/16/24. In previous years, the return window has also ended around the same time, and it has not extended past January 16th. The holiday return timeframe was prominently displayed on our website starting 11/1/24 and remained online until 12/13/24. Purchases made after 12/13/24, will fall under our standard 30-day return policy.
  
  Should ***** ** wish to return their order, we can provide a prepaid label; however, the return will be processed for a merchandise credit only. If this order is returned, it will take 7-10 business days to process. Please note that personalized items may not be exchanged or returned.
  
  We hope to welcome ***** ** into our stores and online again soon.

  Customer Answer

  Date: 02/14/2025

  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. But how to get my prepaid return label and how to get my refund store credit card?
  
  Sincerely,
  
  ***** **
  
  
  
   
  
  

  Customer Answer

  Date: 02/21/2025

  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:

  Hi Team,

   

   

  Please  reference complaint ID # ********, 

  I am accept the resolved solution, but did not get the prepaid label yet from the business merchant(coach outlet)

   

  Thanks,

  *****

   

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

  
  Sincerely,
  
  ***** **
  
  
  
  
   
  

  Business Response

  Date: 03/07/2025

  Dear Sirs,

  We are in receipt of ***** *** BBB response. As requested, a prepaid label was sent to ***** *** email. The item was dropped off at *** and is in transit to Coachs facility. Once received, an electronic merchandise card will be issued to the email address listed on the order.

  Coach looks forward to welcoming ***** ** into our stores and online again in the future.

• Initial Complaint

  Date:01/31/2025

  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.

  placed a order for 2 items only received one of the two items because they shipped with *** surepost ( which is a discontinued service) so one of the items ended up returning to shipper. I never got it now thats on me. The issue my refund on January 21. I have yet to receive the refund and when I contact ****** they tell me they dont see the refund on there and thats why I never got the refund. Its a back and fourth thing between ****** and coach. ****** said they reached out to Coach for more information on the refund and they have not responded. Its ridiculous and I want my money back.

  Business Response

  Date: 02/14/2025

  Dear Sirs,
  
  We are in receipt of ***** ******** BBB complaint. As you know, Coach takes great pride in the excellent craftsmanship of our products and 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 India ******** frustration with the recent order.
  
  Coach can confirm that India ********' item was returned to sender through **** SurePost. Coach attempted to refund the requested $84.15 on 1/21/25, prior to the item being received at our facility.However, India ******** disputed the charge for this item. Regrettably, this refund failed due to an open dispute with their financial institution. When a dispute is open, refunds cannot be processed. Coach will be happy to submit a refund for the return once the dispute is closed in Coachs favor. It's important to note that the refund process may take up to 45 days after the resolution of the dispute.

  Customer Answer

  Date: 02/22/2025

  Stories change way too much. Bunch of liars 

• Initial Complaint

  Date:01/28/2025

  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.

  On 11/1/24 I ordered a pair of boots as a holiday gift. I tried to return the gift after the holiday in late December, the return tab on the order email stated the item was no longer eligible for return. On Tuesday, 1/20/25, after talking to a friend about my inability to return the boots, she informed me that Coach had an extended holiday return policy and that the site on the order invoice received via email does not recognize the extension and that I needed to call ***************** Prior to calling **************** I Googled "******************** Christmas Return Policy after 30 days" and the policy came up stating the following: "Coach's 2024 holiday return policy allows customers to return purchases made between 11/8/24 and 1/1/25 through 1/31/25. I called **************** at ************** (3) times trying to get option #3 for "All other concerns". Option #3 does not work (only 1 for placing orders and 2 for information on orders). Bad business practice....sounds like they didn't want to hear any problems. I chose #1 and told the *** that #3 does not work and could she transfer me. She listed as I explained that I wanted to talk with a supervisor who could give me permission to return a Christmas gift that was ordered on 11/1 and received on 11/7. I explained that since it was 1 day beyond the 11/8 date on line I would need special permission. She stated that holiday return dates were from 11/1 to 12/1 and returns were only until 1/12/25 (less 30 days if 12/1 sale). I asked where could I find that info. She said it was online but was taken down. Really, why? She said that her records showed my order was on 10/31, but my order invoice has order date as 11/1/2024. The window for returns that she gave me is less than 30 days, supervisor would not come to phone, item not on sale or worn, holiday dates not on order form or listed at time of order on site nor email verifying order. The supervisor offered a credit. That's double jeopardy by wanting shoes and my money.

  Business Response

  Date: 02/03/2025

  Dear Sirs,
  
  We have received ******* ******* Better Business Bureau complaint. Coach takes great pride in our craftsmanship and superior customer service. We strive to ensure every Coach experience is positive, and we are truly sorry to learn of ******* ******* experience.
  
  Coach offers a 30-day return window for all items, which must be unworn, unused, and include all tags, parts, and accessories (including boxes).
  
  Although ******* ****** is past the 30-day return time frame, Coach will make a one-time exception for a return for a merchandise credit only. Coach extended its return window to accommodate holiday returns. Orders placed from 11/1/24 can be returned until 1/12/25.******* ****** placed order *********** on 10/31/24 at 8:06pm EST, which is before our holiday returns started. ******* ****** contacted customer care on 1/21/25, which is after the extended holiday returns time was over.
  
  Coach is not responsible for policies and procedures posted on ******. Our holiday return timeframe was posted on the site on 11/1/24 and remained until 12/13/24. All purchases after 12/13/24 would fall under our standard 30-day return policy. ******* ******* packing slip did not include the holiday return timeframe because the order was not placed within the extended holiday return window.
  
  Should ******* ****** wish to return their order, a prepaid label can be sent; however, the return will be processed for a merchandise credit only.
  
  If this order is returned, it will take 7-10 business days to process. Personalized items may not be exchanged or returned.
  
  We hope to welcome ******* ****** into our stores and online again soon.

  Customer Answer

  Date: 02/05/2025

  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 they can not and have not produced any visual evidence that the holiday policy was posted. As stated and send to them, my paper work stated order date November 1, 2024 on Web. They can not provide anything that they gave me via email with October 31on it. I do not want a credit as previously stated.

   

   

   

   

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

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

  Business Response

  Date: 02/14/2025

  Dear Sirs,
  
  We have received ******* ******* Better Business Bureau response.
  
  Coach is happy to provide specific details regarding the holiday return policy and order information. The attached photos are both a screenshot from the ************************** site during the holiday return period and a screenshot from ******* ******* order.
  
  As stated in the previous response, ******* ****** is well past the 30-day return time frame. Coach will make a one-time exception for a return for a merchandise credit only. Coach has initiated the return for ******* ******* order and the label is valid for 28 days.

  Customer Answer

  Date: 02/21/2025

  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:

  The holiday return policy is longer than 30 days per their *** and management. They continue to lie about my purchase date and keep applying 30 days. They are money hungry due to slow sales and they are going to get slower due to quality and customer service. I only wanted a refund. Thank you COACH for nothing and I hope our communication is posted.

   

   

   

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

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

• Initial Complaint

  Date:01/27/2025

  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.

  On 1/17/25, I placed an order, ***********, for a Brooklyn Shoulder Bag 39 and a pair of ****** **** **** shoes. The packages arrived on 1/21/25, but the box that should have contained the Brooklyn shoulder bag was empty. The courier claimed that they are not responsible and to contact Coach. On 1/21, I contacted Coach chat *** *********, who stated that she would ***lace the bag, but only on a final sale basis. Yet, as someone who has never ordered from Coach before, that is a huge risk to take, especially for an item costing $495 + tax. I asked to speak with a supervisor for an exception to this policy, and she stated that one would get back to me. After not receiving any communication for two days, I contacted Coach again on 1/23, this time speaking with phone ***, *******. She, too, stated she could not make an exception to the policy. I asked to speak with her supervisor, *****, who ***eated what the other ***s stated before. She was unwilling to issue a refund for a package that was obviously tampered with, stating that she could only offer a merchandise credit or a ***lacement under a final sale ********* a first time customer, I am deeply disappointed with the level of service Coach has provided and, at this point, I don't even want the bag anymore. And, I will likely never shop here again.

  Business Response

  Date: 02/03/2025

  Dear Sirs,
  
  We are sorry to hear abou* ***** ***** 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.
  
  Because Coach takes pride in its superior level of customer service and in demonstrating that each Coach customer is valued, we offered ***** ***** a one-time accommodation replacement or merchandise credit for the value of the Brooklyn 39. Coach is offering $538.93 worth of either replacement goods or a merchandise credit, even though it was not Coachs responsibility to replace ***** ***** delivered package.
  
  It is against Coach policy to provide a refund for the replacement set of goods because the customer has not paid for those goods.
  
  Coach recommends that ***** ***** contact Coach ************* at ************ for this request to be processed. We are unable to offer a return or exchange on the replacement.

  Customer Answer

  Date: 02/18/2025

  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:

  
  Hello,
  
  Coach has not offered a satisfactory solution. For a package that is lost or tampered with, Coach should have either filed a claim with the delivery provider, refunded the purchase amount, or replaced the item under the original purchase terms (see attached Terms of Use). The website does not indicate that their policy is to replace lost, stolen, or tampered with packages under a final sale (no exchange or return policy).
  
  I am rejecting their resolution.
  
  Is there a way to update my response on the BBB website?

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

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

  Business Response

  Date: 03/11/2025

  Dear Sirs,
  
  We acknowledge receipt of ***** *****'response and regret to hear about their dissatisfaction with Coach's policies and procedures.
  
  Coach sincerely apologizes for any inconvenience caused. When a package is delivered as addressed, a refund is not an option. We have photo evidence confirming the delivery, and the package's weight is consistent with the bag being included. Coach has verified that the bag was shipped with the appropriate weight. Although a replacement was offered to ***** *****, this offer was declined. As an extenuating circumstance, Coach also offered an electronic merchandise card, in lieu of the replacement, which was declined, even though it was not Coach's responsibility to replace the delivered package.
  
  It is against Coach policy to provide a refund for the replacement set of goods because the customer has not paid for those goods.
  
  ***** ***** has filed a chargeback dispute with their financial institution. Since this dispute is open, Coach is unable to provide further assistance. Once the dispute is closed, in Coach's favor, Coach will be happy to offer either the replacement or the merchandise card. Please note that disputes can take up to 45 days for resolution.
  

  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:

  Hi ********,

  
  

  Thank you for responding and I hope your day is going well.
  

  
  

  As I mentioned to the Coach **** several times, they should have made their policy clear prior to purchase. Not insuring packages and not requesting signature for packages delivered to *** are one thing, but then refusing to replace them under the original terms of purchase when they dont arrive intact is ostensibly worse. If this is Coachs policy, it should have been included in the terms of service or the return policy on the website. Otherwise, I would not have taken the risk of purchasing from there.

  
  

  Also, I noticed that my name is written in the publicly available business response. I thought no personally identifiable information was to be included. If so, can you remove it?

  
  

  Thank you so much for your help!

  
  

  Regards,

  
  

  ***** *****

   

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

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

• Initial Complaint

  Date:01/22/2025

  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.

  I brought 5 bags as part of Coach reloved program to the ************ location in ******, **. Coach took possession of all five bags and processed the credit for each separately for a total credit of $390.00. Coach does not offer cash for the bags, only credit towards a future purchase which I have no issue. The issue and complaint stems from Coach taking possession of all 5 bags, but then allowing the use of a single credit on a single purchase which is not what was done on previous purchases i made in store at the ************************. Coach turns around and resells the bags at a profit but they make their customers make several separate purchases to use the credit in its entirety. This is an unethical business practice. I made several complaints to Coach customer service representatives who agreed with me, but they had no authority to grant my request. If a purchase is made in store, the store manager MAY allow me to use the total credit, but they may not allow it because it depends on the manager. I am requesting that Coach either send me the $390.00 or allow me to use all five credits on a single purchase. I have attached a pic of the credits as they appear on my account. Thank you,******** *****

  Business Response

  Date: 02/03/2025

  Dear Sirs,
  
  We have received ******** ****** BBB complaint and are sorry to hear that they are unhappy with their experience at Coach. Coach strives to ensure that every experience is positive for our customers.
  
  ******************** has fully researched this inquiry and regrets that ******** ***** is disappointed with the (Re)Loved Exchange program's policies and procedures. Per Coachs terms and conditions, found in the *** section of our site:
  
  What credit can I receive? How do I use it?
  "Credits range from $10 to $200. Youll receive a credit through Coach Insider, valid for one year, to use in stores or at **************************. Please note: only one credit may be used per purchase and may not be combined with other offers."
  
  ******** ***** can view the (Re)Loved Exchange policies online at the link below: *****************************************************************************
  
  Coach apologizes for any inconvenience; however, only one (Re)Loved credit can be used per transaction. Additionally, Coach is unable to honor ******** ****** request for these (Re)Loved credits to be consolidated into a single credit. However, we look forward to welcoming ******** ***** into our stores and online again in the future.

  Customer Answer

  Date: 02/06/2025

  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:

  As shown on the attached copies of the credit given by the store, there is no statement that says only a single credit can be used per purchase. In addition, I was not required to sign anything stating that I agreed to this policy or that I had even seen it buried in their terms and conditions. As stated previously, I want the full amount of the credit to be used on a single purchase then I will end my relationship with Coach as they are not a reputable company.

   

   

   

   

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

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

  Business Response

  Date: 02/21/2025

  Dear Sirs,
  
  We have received ******** ****** BBB response.
  
  Coach is sorry that ******** ***** is disappointed with the (Re)Loved Exchange program's policies and procedures. Regrettably, combining the (Re)Loved credits into one credit is not an option. Coach apologizes for any inconvenience this may have caused.
  
  We take feedback from our customers seriously, so please be assured that ******** ******* concerns will be addressed appropriately.

• Initial Complaint

  Date:01/21/2025

  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.

  On January 8, 2025, I placed an online order with Coach for the ***** Loafers and the Heritage Bag Charm, totaling $289.58. Both items were shipped separately, marked as delivered by **** but neither arrived at my door. I immediately checked my Ring camera, which showed no delivery, and contacted *** before even reaching out to Coach. *** has an automated system thats impossible to get through, so I went to a *** store. They couldnt help, and I was told to keep calling customer service. After finally speaking with someone, I was told the issue would be escalated, but Ive received no follow-up or resolution. Frustrated, I reached out to Coach. I expected better, especially as a longtime customer. Instead, I was told there was nothing you could do because *** marked the packages as delivered. You refused to reach out to *** to resolve the issue, leaving me to handle everything on my own. The only solution offered was to resend the loafers but not the charm since it was out of stock. For the charm, I was given a gift card. Its completely unacceptable that I cant get a refund for the charm that I paid for but never received. A gift card doesnt replace the money I spent. You cant expect me to accept a gift card as compensation for cash, and its disappointing that Coach would even think thats a fair solution. When I requested a refund, I was told it wasnt an option. This is unacceptable. Ive been a loyal Coach customer for years, but after this experience, I wont be shopping with you again. Youve lost a customer, and I will be filing complaints with the ************************** and getting my bank involved if necessary. I expect my $289.58 to be refunded to my card, not a gift card. Anything less is completely unacceptable.

  Business Response

  Date: 01/29/2025

  Dear Sirs,
  
  We have received a BBB complaint from ***** ***** regarding a recent order with Coach.We apologize for any inconvenience caused and are sorry to hear about their experience. At Coach, we always strive to provide a positive experience for our customers.
  
  ***** ***** has contacted customer care, and the issue has been resolved with our customer care team. ******************** considers this matter closed.

• Initial Complaint

  Date:01/20/2025

  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.

  Order number *********** I placed an order for a Tabby Bag and noticed the box that was delivered seemed awfully light. I took pictures of the box before opening just to be safe and when I opened the box I noticed there wasnt anything inside. I contacted *** and was informed there wasnt any weight of the package recorded and that I needed to speak with coach first. Coach told me they can only offer merchandise credit as a refund. ******** consumer laws overrule this ridiculous policy. If I do not receive my refund to my original payment method, I will be contacted my states attorney generals office as well as contacting my local news station to setup an interview.

  Business Response

  Date: 01/29/2025

  Dear Sirs,
  
  We have received a BBB complaint from ***** ****** regarding a recent order with Coach.We apologize for any inconvenience caused and are sorry to hear about their experience. At Coach, we always strive to provide a positive experience for our customers.
  
  ***** ****** has contacted customer care, and the issue has been resolved with our customer care team. ******************** considers this matter closed.