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:11/07/2024

  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.

  Hi BBB Team. I placed an order from COACH on their website on 6th Aug and totally paid $973.34 for bags. I received them on 16th and decided to return all the items soon because they looked used to me. The tracking shows delivered on 23rd Sep. **** confirm that the package was received in September via an email and promised me a refund on a live chat in October after I reached out to them. To my surprise, their return department sent me an email fterwards saying no COACH items were received and refused to refund me without anY proof. Coach Team said they have returned the wrong items but according to the tracking history associated to the tracking no. they gave me, they were sent to a different address from mine. I think this is an utter scam!Please help me.

  Business Response

  Date: 12/19/2024

  Dear Sirs,
  
  We have received ******* ***** BBB complaint regarding their 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.
  
  ******************** is sorry ******* **** is dissatisfied with their recent order. After a thorough investigation, Coach found that our returns department received a package from ******* ****, but the item inside was not a Coach product. Without the actual Coach product returned, we are unable to issue a credit or accommodation. We apologize for this inconvenience and recommend contacting the carrier used to return the item to launch an investigation.
  
  If ******* **** still has their Coach items, a refund can be processed once the items are received at Coachs return facility.

• Initial Complaint

  Date:10/31/2024

  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 placed the order but the package was lost. I asked for a reshipment not a refund. However, the customer service processed a refund. The price of the product is higher right now!!I want to buy the bag at $187.2. Not the higher price.

  Business Response

  Date: 12/16/2024

  Dear Sirs,
  
  We have received ******* ***** BBB complaint.We are sorry to hear that ******* **** is dissatisfied with the recent ******** Coach, we strive to ensure that every customer has a positive experience.
  
  After researching this inquiry, we can confirm that the order was lost with the courier. This information was reported to us by ******* **** on 10/4/24, and we issued a replacement merchandise card for ******* **** to use. This card is still active with a balance of $133.40 and can be used online, in stores, and by phone.
  
  We look forward to welcoming ******* **** into our stores in the future.

  Customer Answer

  Date: 12/18/2024

  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]

   

  The issue is, this bag has a higher price right now. So I have to PAY MORE to buy the same bag. I placed an order *********** and paid more!! I paid $206.1 but I only received $197.10 refund.

   

   

   

   

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

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

  Business Response

  Date: 12/30/2024

  As previously advised, Coach provided compensation for the missing order *********** and issued a replacement merchandise card for ******* **** to use. We can confirm a new order was placed under order ***********. Per our policy online, price adjustments on previous purchases are not permitted.

• Initial Complaint

  Date:10/28/2024

  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 ordered a bag 2 wallets and a key charm from coach. I waited patiently for my package and when it did not arrive I called customer service who told me to check with neighbors and wait a few days. I checked with neighbors as well as waited a few days and after my package was still not there, I called coach back. They stated that they would issue me a refund, I decided to opt for that and go in person to purchase my items. A week went by with no refund so I called again and was told it would come and to wait. I waited some more and still did not receive it. I called and even spoke to chat support and have just been getting the run around. Now theyre stating they wont refund me. Im out of money and Im upset.

  Business Response

  Date: 11/12/2024

  Dear Sirs,
  
  We have received ****** ***** BBB complaint regarding a recent order and are sorry to hear about their experience with the delivery.
  
  Coach takes pride in its superior level of customer service and values each customer. Claims of non-receipt must be made within 30 days of purchase so we can fully research the inquiry.
  
  As a one-time accommodation, Coach can process a replacement as a courtesy, even though it is not our responsibility to replace ****** ***** order. We are offering $135.92 worth of replacement products, even though it was not our responsibility to replace ****** ***** package.
  
  It is against Coach policy to provide a refund for a delivered package unless the merchandise is returned. We welcome ****** **** to contact ************* for the replacement.
  
  We look forward to welcoming ****** **** into our stores in the future.

• Initial Complaint

  Date:10/22/2024

  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.

  My order was delivered on October 17 and left outside of my home residence. When the box was delivered, it was delivered damaged and had been opened during transit and re-taped. When I open the package, the package was empty and only had the filler paper left inside. I reached out to the company for a replacement or a refund, and I was advised a replacement could not be shipped because the item is no longer available. I was told I would not be refunded and they could not help me which is ridiculous. I provided multiple pictures to them and all proof that they requested and still I was unable to get assistance.

  Customer Answer

  Date: 10/25/2024

  Hello,
   
  A manager from Coach outlet reach out to me today and indoors could not be resolved. I will not accept a store credit as reimbursement when I never received the item in the first place. Also, there is no option for replacement because it is out of stock. Coach outlet should be doing the right thing and refunding me if they cant produce what I ordered. I spoke with manager ******. She was not helpful at all. 
   
  Thank you. 
  **** ******

  Business Response

  Date: 11/12/2024

  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.
  
  Coach takes pride in its superior level of customer service and values each customer. A replacement offer would have been made if the item had been available.
  
  Regrettably, this item is no longer available,so a merchandise credit was offered instead. Coach is offering $216.66 worth of merchandise credit, even though it was not Coachs responsibility to replace **** ******* stolen package.
  
  It is against Coach policy to provide a refund for a delivered package unless the merchandise is returned. Coach welcomes **** ****** to contact ************* for the merchandise credit.
  
  We look forward to welcoming **** ****** into our stores in the future.

• Initial Complaint

  Date:10/21/2024

  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.

  Hello, I purchased the ****** purse 9/26 order# *********** for $185.48 but I changed my mind on the color and I returned it in order to get the Sienna color. I went to my local Coach outlet store to try to exchange it but they were sold out of the sienna color so therefore they assisted me with returning my purse and ordering the sienna color, but unfortunately the price had gone up so I had to pay the difference. Afterwards I contacted coach to see if my original purchase price of $185.48 can be honored and I was advised on various occasions that yes it can be honored as long as I either call customer care and place a new order or place a new online order myself. On 10/14 I decided to call Coach customer care to assist me with placing an online order, I was on this phone call for ******************************************************* with placing my new order *********** and adjusting the price. She even went as far as adding coach gift wrap to my order for free being that I had never had that service. Fast forward 10/15 I receive and email that my order is cancelled, I am highly upset because the bag shows in stock in the sienna color. I contacted customer service via email who told me that it was cancelled due to my order not being able to be fulfilled. I proceeded to contact customer service the next day via chat to ask if this bag was in fact in stock and to be delivered to me and I was advised yes so therefore I asked them why my order was cancelled if this bag is in fact in stock. I was then advised that it was cancelled due to coach outlet not providing gift wrapping, which again is something the ***resentative added on herself for me without me asking for it. I received a call to place a new order and the call was unpleasant and the *** seemed bothered to help me. At this point I dont even think its worth the hassle to keep this bag. Now Im dealing with a pending charge for a cancelled order and a new order. I want a further discount on this order

  Business Response

  Date: 11/12/2024

  Dear Sirs,
  
  We have received a BBB complaint from ****** ***** regarding a recent order. We apologize for any inconvenience ****** ***** has experienced with Coach. Our goal is to ensure that every Coach experience is a positive one for our customers.
  
  We regret to hear that ****** ***** is disappointed with the recent order. After thoroughly investigating this complaint, we found that a refund was requested and processed when the bag was returned. ****** ***** then repurchased the bag in the requested color and because gift boxing was added in error, the order was canceled.
  
  A new order was placed with order number *********** for the original purchase price of $185.48, and this product was shipped and delivered as addressed.
  
  Since the new order was processed with the requested pricing, Coach considers this matter closed.
  
  We look forward to welcoming ****** ***** into our stores in the future.

• Initial Complaint

  Date:10/16/2024

  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.

  purchased 2 bags - received 1 - ORDER NUMBER: #*********** ORDER DATE: OCT 10, 2024i called in to customer service for a resolution to the issue and was told a replacement bag could be sent out but there is no return option when I receive it and if I do return its a courtesy for them to offer me a merchandise credit. A COURTESY to send me the bag I originally ordered and allow me the freedom to choose if I like it enough to keep for the money spent on it and not only that but if I dont like enough to keep I have to choose another COACH bag for the money spent when the error was yours to begin with. CONSUMER TRAP!!!! I'll happily further an email to **** **** as well as submitting any and all formal complaints on COACH and Tapestry **** Do better for yourself as a company - "COACH CARES" BS!! Coach Cares about themselves and keeping all consumer monies possible. Also been on hold for a manager where "managers appear to be in a meeting" and im going on 40 min phone call and about a 12 min wait for a manager at the moment. DO BETTER COACH bc your quality is gone. im still on hold for a manager bc they are all in a meeting so it seems so I have Time to do this while I wait.

  Business Response

  Date: 10/31/2024

  Dear Sirs,
  
  We have received a BBB complaint from ***** *** regarding their recent order. We apologize for any inconvenience ***** *** has experienced with Coach. Our goal is to ensure that every Coach experience is a positive one for our customers.
  
  We regret to hear that ***** *** is disappointed with their recent order. After a thorough investigation, we found that the refund was requested and processed when they contacted Customer Care.
  
  Since this refund was processed successfully, Coach considers this matter closed.
  
  We look forward to welcoming ***** *** into our stores in the future.

  Customer Answer

  Date: 11/01/2024

  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:10/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a **** SHOULDER BAG order from COACHS website on Sep 29, 2024. The order number is #************The bag is gold/walnut/black in color.I paid $215.42 for the bag which was supposed to be delivered within 5-7 days for free.The order was delivered but **** per the website to a wrong address and when I contacted ****, they told me to contact COACH regarding this matter.Then I talked to COACH and they told me that they can not give refund and can only provide ************** my defense, I do not need a replacement now since I have already bought another bag from another company but instead I need the refund of the original money I paid during my purchase.I urge BBB to take appropriate action in order to give my money back and do the justice.Thank you.

  Business Response

  Date: 10/31/2024

  Dear Sirs,
  
  We have received a BBB complaint from *** *** regarding a recent order. We regret to hear about *** ***'s dissatisfaction with their experience at Coach and apologize for any inconvenience caused. We strive to ensure that every Coach experience is positive for our customers. *** is one of ********************'s preferred delivery couriers, and we ship our packages via insured and traceable means.
  
  As you know, Coach takes pride in its superior level of customer service and values each customer. ******************** offered *** *** a one-time accommodation of replacement goods worth $215.42, free of charge, even though it was not Coach's responsibility to replace *** ***'s package. Once an order has been delivered as addressed, Coach is unable to issue a refund.
  
  After offering the replacement goods, *** *** disputed the charge with their **** company. Due to the chargeback, Coach is unable to offer further assistance. However, once the dispute is resolved in Coach's favor, we can send the replacement goods. Please note that it may take up to 45 days to resolve the dispute.
  
  We look forward to welcoming *** *** into our stores in the future.

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that my dispute with my financial institution should be resolved in my favor since I dont want replacement from Coach. So please close this case.
  
  Sincerely, 
  
  *** ***
  
  
  
   
  
  

• Initial Complaint

  Date:09/19/2024

  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.

  Dear Coach ********************* Team,I am writing to demand an immediate full refund for the items I purchased but never received. Your representative and *** both assured me that I would be issued a full refund for the missing package, and yet, I have not received my money back. It is entirely unfair that Coach **** has already received compensation from ***, while I, the customer, am expected to bear the financial loss. This situation is unacceptable, and I expect it to be resolved without delay.I will not accept a replacement item or store credit. I was informed that this process would take weeks, which is why I have already purchased a replacement elsewhere. Offering store credit is not an adequate solution, as I do not shop with Coach **** frequently enough to justify it. My only acceptable resolution is a full refund to my original payment method.As a military spouse with two young children, I do not have the luxury of time or resources to continue this back-and-forth. I expect my refund to be processed immediately, as promised by your representative. If I do not receive a satisfactory resolution within the next 7 days, I will be left with no choice but to escalate this matter further through the following channels: 1. Dispute the charge with my financial institution to recover the full amount paid. 2. Utilize my social media platforms with over 1.7 million followers to share my experience and how poorly Coach **** has handled this situation.This experience has been extremely frustrating, especially given that I have received conflicting information and been led to believe I would be fully refunded. As I have been promised a refund by your representative, I expect you to follow through on that commitment. Failure to resolve this promptly will force me to take further action to ensure this situation is corrected.I trust that you will address this matter with the urgency it deserves and restore my confidence in Coach ****Sincerely,****************************

  Customer Answer

  Date: 09/19/2024

  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:09/09/2024

  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 received a Coach Gift Card and went to utilize the gift card at the Coach Outlet Store in *******, ** on 8/29/2024. I went to make a purchase with the gift card that had $100 on it and it stated approved on my end, but showed as declined on the store's end. The store said they would call customer service, I proceeded to wait in the store for 30 minutes and the answer I received was that customer service could see that the money came off the gift card, but the store's system was glitching and that I could take the gift card with $.04 remaining with me, but I couldn't take the purse I was attempting to purchase and that someone would be in touch within 1 -3 days on a resolution. I then contacted customer service twice after the 29th and those individuals told me I would receive an e gift card, that never came. They also stated it was a store issue and that they could see money was on the gift card and was taken off on the 29th. I then called **************** on 9/3/24 to file a compliant, they stated someone would be in touch with me within 24 - 72 hours, I never received a call. I then called the store on 9/5/24 and talked with the store manager would told me that they have no resolution and are waiting on an email back before they can do anything. I asked to speak with a district manager and was told that they can't give out their information. The Manager told me they didn't have a resolution and I feel this is unacceptable since it's been over a week where I can't utilize my gift card or make a purchase.

  Business Response

  Date: 09/26/2024

  Dear Sirs,
  
  We have received ******* *********** BBB complaint. Coach is sorry to hear that ******* *********** Coach gift card was redeemed in error in-store.
  
  Coach has thoroughly investigated this instance and found that ******* ********** contacted customer care on 8/30/****** the $100 gift card was reissued with order number ************. ******* ********** contacted customer care again on 8/31/24, stating the card was not received via email. This card was then reissued with order number ************.The card was subsequently used online with order number *********** on 9/14/24.
  
  Since this card was reissued twice and used on a successful order, Coach considers this matter closed.
  
  Coach looks forward to welcoming ******* ********** to their stores and online again in the future.

• Initial Complaint

  Date:08/28/2024

  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.

  I opted to sign up for marketing messages from ************************** and part of that will be receiving a $20 off off your first $150 or more purchase, it includes the list of exclusions as shown in the screenshot. I was buying a bag, in this case a ***** **, which is not part of the exclusion, and trying to place the one time code and it says Items in your cart are not eligible for code so I went ahead and messaged their customer service and I was informed that ALL Tabby products are excluded from any promos or discounts. This is the problem. if it all Tabbys are excluded why is it not explicitly mentioned in the campaign? Why only place specific Tabbys as shown in the screenshot? This is false advertisement and I think that i deserve to get the promised discount as advertised.

  Business Response

  Date: 09/26/2024

  Dear Sirs,
  
  We have received *** ****** BBB complaint regarding the recent experience with Coach. We take customer feedback seriously and are committed to addressing and resolving any concerns to ensure customer satisfaction.
  
  Regrettably, the Tabby collection is excluded from all promotions. This information has been sent to the website team to ensure it is updated. Coach sincerely apologizes for any inconvenience. To compensate for the trouble, Coach has issued *** ***** an electronic merchandise card in the amount of $25. This credit can be used to purchase the ***** **.
  
  The card has been issued with order number ************* *** ***** should expect to receive the card within 2-4 hours, and it can be used online, in stores, and by phone.
  
  Two emails will be received. The first will be the order confirmation for the merchandise card, referencing order number ************. The second email, from ********************************************* will contain the full card number and PIN.
  
  ******************** looks forward to welcoming *** ***** to their stores and online again in the future.

  Customer Answer

  Date: 09/30/2024

  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.

  thank you for taking action  and improving customer experience.

  
  Sincerely,
  
  *** *****