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

  
• 

  Tapestry, Inc.

  11471 W 95th St Overland Park, KS 66214

• 

  Tapestry, Inc.

  3939 IH-35 # 680 San Marcos, TX 78666

• 

  Tapestry, Inc.

  11601 Century Terrace Oaks #125 Austin, TX 78758

• 

  Tapestry, Inc.

  600 Pine St Ste 110 Seattle, WA 98101-3701

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:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a wallet weeks ago (CUP03707752) and i contacted Coach stating that it was missing. It was marked delivered but the package was missing from my door step (there was not even a clear photo). I contacted **************** and they said all they can do is refund to store credit. I accepted that the store credit was used to purchase a bag (CUP03772135) and when the bag arrived it was missing a part so i returned That. After some days the wallet turned up and instead of keeping the wallet, i went ahead and returned it hoping for a refund to the original payment method. Through this i thought The store credit would have been canceled. Weeks later after returning the wallet i am Told by customer service that I did get the ********************** credit but since the actual item was returned i could Get a refund back to the original payment method (included in a conversion on the order with customer service). I was Told by the agent to wait until the end of the day for a email confirming the refund. The next day i contact And i am Told that i cant Get a refund to the Original payment method. All they said was that i was Misinformed and theres nothing they could do. I have A hard time believing that and felt I was not being truly heard with what happened. I returned the actual item so i should Be able to get my money back on my credit card. I was Even told this my customer service. The funds are still on the gift cards for the returns I made under the order numbers i provided. I would just like the refund i was Promised.

  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:01/13/2025

  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.

  Coach has horrible customer service. I placed an order and was originally informed it was shipping that day. Less than 24 hours following, I was told the order was lost in transit, then out of stock and would be refunded. Almost a week later, I still do not have a refund and the order shows in progress . I called customer service and the representative claimed Coach does not offer text customer service and my status updates were fraudulent, however, the text customer representative number I received the updates from is clearly on their website site. I do not know what type of business coach is running but they will not stay in business long with all the reddit and online complaints. I would like this issue remedied immediately. My order hasnt shipped after a week, I did not receive my refund, and my family has not received their gift. Its horrible!

  Business Response

  Date: 01/27/2025

  Dear Sirs,
  
  We have received ****** ****** BBB complaint and are sorry to hear about their dissatisfaction with their ordering experience at Coach. Our records show that the order was delayed in processing. Although we attempted to resolve the delay, ****** **** requested the order to be canceled. Once the order was canceled, the pending authorization was released with ****** directly.
  
  As a result of the delay, a merchandise credit of $25 was issued. Coach has requested an electronic gift card, which ****** **** should receive within the next 2-4 hours. Two emails will be sent: the first will contain the confirmation number, and the second will include the gift card number and PIN.The second email will be sent from ********************************************************.
  
  Coach looks forward to welcoming ****** **** into our stores and online again in the future.
  
  

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising 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 placed an order online Dec. 22nd for (1) Nolita 19 In Signature Canvas and (1) Mini Skinny Id Case In Signature Canvas. I received a notification from Coach on December 23rd that my order had shipped and *** would deliver it on Dec. 26th, but it never came. I called their customer service number that day and explained that I had not received the package. The *** said I needed to allow 5-7 business days for shipping; therefore, I needed to give the package until Tues, Dec. 31st. In addition, I called *** to track the package, and they had no update on the package's location. I called Coach again on Tuesday to inform them that I had not received the package, and they still did not want to refund me. They suggested that I wait until Friday, Jan 3rd. I explained that the purchased items were gifts and wanted to know if the items were in stock somewhere else to ***urchase. They were unable to help with the request. I drove 1hr to a Coach Outlet to purchase similar items and called again to request a refund. I was then told someone would see if I could get a refund and would respond within 24 hours. In addition, I filed a claim with ***. I called on Friday because I had not heard anything about my fund or received the items yet. The *** then told me a refund would be considered once they received the items back at their store. I asked the *** to tell me when they expected the items to arrive, but she could not give me a date. I want my money back, which they have had since Dec. 22nd, and have no reason to be holding it.

  Business Response

  Date: 01/10/2025

  Dear Sirs,
  
  We have received ****** ****' BBB complaint and are sorry to hear about the recent experience at Coach. We apologize for any inconvenience caused and want to ensure that every Coach experience is positive for our customers.
  
  We regret to learn that ****** **** did not receive their order.After further investigation, we found that the package was lost in transit with the courier. We understand how disappointing this situation can be. A refund of $164.17 has been processed to ****** ****' ****** account.
  
  We hope to welcome ****** **** to our stores and online in the future.

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday, September 2nd, I sold two of my handbags back to the Coach store in *******, *******. This is called the re-love program that Coach offers, and they pay you with credit to your account. I received a $70 credit for one handbag and a $100 credit for the other handbag. These credits were put in under rewards to my account. This money is not rewards that I earned, it was credit for my handbags that I sold back to them for resale!! I purchased a pair of clogs on December 7th using my $100 credit that was on my account along with an additional amount of $53.25. The shoes didnt fit, so I returned them. The money returned to me was only the $53.25. The total price of the shoes were $150.00. Coach received my return on December 17th. They wont give me back my $100 credit to my account. I was unaware that you only have one chance to use a credit, and you dont get it back if the merchandise is returned. This is what I was told today when I called customer service. I also called customer service a couple days ago, and the associate told me that I would get this credit back!! As I stated earlier, this is credit that I received for selling my handbag back to them!! So they are just going to keep my money!!?? All I want is my $100 credit back! I have purchased many handbags and wallets from this company over the years. This policy isnt fair, and should be illegal.

  Business Response

  Date: 01/10/2025

  Dear Sirs,
  
  We have received *** ********* BBB complaint and are sorry to hear that they are unhappy with their ordering 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. While it is not Coachs standard practice to reissue the (Re)Loved Exchange credit when an item is returned, a one-time exception has been made. *** ******** can view the $100 credit on their Coach Insider account. This credit can be used within one year of issuance and will not be reissued if the next purchase is returned.
  
  *** ******** can view the (Re)Loved Exchange policies online at the link below:
  **********************************************************************************;
  
  Coach hopes this explanation and exception are to *** ********* satisfaction, and we look forward to welcoming *** ******** into our stores and online again in the future.

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *** ********
  
  
  
   
  
  

• Initial Complaint

  Date:12/12/2024

  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 purchased an item from retailer, Coach, ********. Within the timeframe on the receipt, I returned the item, but was sole into an upsell. I did not like the second bag I was recommended and returned the second bag within the merchant's return policy. The refund was accepted, however I never received my refund from the merchant. The merchant continues to "pass the ***** and after 4 months, still has not issued a credit back onto my credit card. This problem is now impacting my credit score. Included you will find the receipt of the refund return transaction, and the letter from the creditor indicating that they "approved a refund. However, to date, the refund is still not applied on my credit card. This behavior is completely unacceptable, and goes again their company policy.

  Business Response

  Date: 01/02/2025

  Coach appreciates **** ******* bringing this to our attention and apologizes for any inconvenience this has caused. As provided,Coach confirmed a refund in the amount of $223.16 was released to the ********** Applepay on 10/17/2024. **** *** use the *** reference number provided to confirm the refund with the bank. We hope this explanation addresses **** ******** concerns.

• Initial Complaint

  Date:12/11/2024

  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.

  On Nov 29 2024. I saw an ad from Coach regarding $99 dollar doorbusters. The ad showed a picture of a bookbag. I assumed the bookbag was part of the deal it was not. The ad was mislabeled and misleading. Coach involved me that they will not honor their ad. No assist with any price adjustments.

  Business Response

  Date: 12/27/2024

  Dear Sirs,

  We have received ******* ******* BBB response. Coach is sorry that ******* ****** is disappointed with the recent ordering experience. We apologize for any inconvenience this may have caused. We strive to ensure that every Coach experience is positive for our customers.

  ******************** appreciates ******* ****** bringing this to our attention and apologizes for any inconvenience this has caused. We take feedback from our customers seriously, so please be assured that ******* ******* concerns regarding our Doorbuster deals have been addressed appropriately. The ********** promotion advertised select styles available for the special Doorbuster price, while also showing other available items online.
  

  Again, we are terribly sorry for your recent experience but hope to assist you with your next Coach purchase.

  Customer Answer

  Date: 12/31/2024

  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 to purchase the item for the door ****** price due to the false advertising  since the Black Friday door ****** ******************** has still made a false advertisement as well  please advise

   

   

   

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

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

  Business Response

  Date: 01/02/2025

  The Doorbuster promotion featured select styles available at a special price, while also showcasing other items that could be found online. It's important to note that this promotion did not apply to all products, and pricing was clearly indicated on our website. We periodically offer special savings on a limited selection of products, with sales lasting only for the duration communicated during the event. Once again, we sincerely apologize for ******* ******* experience, and we look forward to assisting with their next Coach purchase.

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Good day please review attached  the ad showed the bookbag was part of the 99 dollar door ******  and when you go to the site it says its a different price  thats false advertising  .None of the items you placed in the ad was the price once we went to your website.Thats is not a good practice to get me to buy on the site. This is deceptive  sales practice. Which is illegal. Please advise and lets work together to come up with a resolution 

   

   

   

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

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

• Initial Complaint

  Date:12/10/2024

  Type:Sales and Advertising 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 placed an order on 12/1 taking advantage of cyber black friday i paid expresss shipping to arrive in 2 days. I am traveling out of country noone will be home. Today 7 days later and package still has not shipped out I want my full refund I had to go to macys quick today and make a purchase since my coach order has not shipped out from 7 days ago and i paid express for it i want my full refund horrible service dissapointed insane purchasing online

  Business Response

  Date: 12/27/2024

  Dear Sirs,
  
  We have received ******* ******** BBB complaint regarding a recent order. We are sorry to hear about ******* ******** experience with the delivery. *** is Coachs preferred delivery carrier, and we ship our packages via insured and traceable means. However,insurance does not cover stolen packages.
  
  Due to increased order volume, we experienced a slight shipping delay. ******* ******** order was delivered as addressed,and Coach issued a refund for the shipping fees paid.
  
  ******* ******* spoke with customer care, and an electronic merchandise card was issued for the missing order. Coach has provided a merchandise card in the amount of $92.55, even though it was not Coachs responsibility to replace ******* ******** package.
  
  It is against Coach policy to provide a refund for a delivered package unless the merchandise is returned.
  
  We look forward to welcoming ******* ******* into our stores in the future.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my return for order *********** on October 27th and dropped it in a *** drop box on the 28th. I have yet to recieve a refund for my item and coach has not responded despite the chats and emails ive sent. It has been over a month and I need my refund asap.

  Business Response

  Date: 12/16/2024

  Dear Sirs,
  
  We have received Mad Ads BBB complaint regarding order ***********. At Coach, we take pride in the excellent craftsmanship of our products and our superior level of customer service. We strive to ensure that every Coach experience is a positive one for our customers.
  
  We are sorry to hear that Mad Ad is disappointed with the return. According to ***********, the Hamptons Hobo Bag was never dropped off with **** We have recommended that Mad Ad reach out to *** directly, as they show no record of having received the return.Regrettably, without the product, we are unable to process a refund.
  
  We apologize for any inconvenience this may cause.

• Initial Complaint

  Date:12/03/2024

  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 ordered 2 items. Items never arrived. Per the emails I was to received replacement. Then they said they couldnt replace due to out of stock. Then they offered store credit to which I agreed upon and they said they would email and they did not battery calls and emails I was told its been over the 30 day limit and refused this stealing my money and not providing goods

  Business Response

  Date: 12/16/2024

  Dear Sirs,
  
  We have received ****** ******** BBB complaint about their experience. We are sorry to hear that ****** ******* is unhappy with their experience at Coach, and we apologize for any inconvenience. We strive to ensure that every Coach experience is positive for our customers.
  
  After reviewing ****** ******** order ***********, which was placed on 10/8/21, we can confirm that this order includes a claim of non-receipt for the City Tote Bag and Corner Zip Wristlet.
  
  On 10/20/21, ****** ******* contacted Coach ************* regarding this order. A replacement was offered for both items; however, the ********* had sold out as we were attempting to replace it. A merchandise credit was offered, but we are unable to view an order where the merchandise card was issued.
  
  The Electronic Merchandise Credit has now been issued in the amount of $159.43.****** ******* will receive two emails. The first will be the order confirmation for the merchandise card, referencing order number ************.The second will come from ******************************************** and will contain the full card number and the pin. We recommend that ****** ******* check their spam or junk folders for an email from ********************************************.

• Initial Complaint

  Date:11/19/2024

  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.

  On May 5th of this year, I bought as a gift my partner a Coach scorpion necklace off their website. It was a piece of jewelry that he really wanted for his birthday, and I was worried that it would not be available as it said there were few left at the time. Additionally, the item had gone on sale at that time. Despite my partners birthday being a few months away, I bought it and gifted it to him then. Fast forward to two weeks ago, and the claw holding the necklace and pendant together snapped. The necklace is already super overpriced for what you get, it's smaller than a quarter in size (2in) and is made up of probably $30 worth the silver, if that. I figured with such a high price tag, that Coach would at the very least be understanding to issue some form of replacement or repair given it's not even been a year. After reaching out to their support, they said there was nothing I can do and I have to repurchase the now $220 necklace. I'm disappointed that they won't stand behind their products, and that the insane price point doesn't seem to reflect the quality or care behind it. After contacting them multiple times, the best they could offer was 20% off; which is still more expensive than what I had paid for it initially. Their website even mentions a 1 year guarantee, but when I asked about this they denied any fix saying that this is only for handhelds and bags. $220 implies premium, well made, built to last, and honorable craftsmanship; not something that would break with normal usage in less than 6 months.

  Business Response

  Date: 01/02/2025

  We are in receipt of ******* ***** complaint about their order # *********** and the broken Coach scorpion necklace. We understand that ******* is upset, and we do apologize for this inconvenience. Our records show the Coach associates did provide our warranty information that covers leather goods, like bags, wallets, wristlets and some accessories. Because we do value ******* ***** business, we would be pleased to send a Coach Merchandise Card in the amount of $180.14 to purchase a different item. We have requested electronic merchandise credit, which ******* should expect to receive via email within the next 2-4 days.

  Customer Answer

  Date: 01/03/2025

  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 upon receipt of the promises credited, will consider this resolved.
  
  Sincerely,
  
  ******* ****