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:08/14/2024

  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.

  Hello,I purchased a pair of shoes in April. However, I just started wearing the them. The left shoe squeaks (it has a popping sound). I do not always wear my shoes, clothing or accessories right away. I called Cust Serv, spoke to a *** and she advised me of the return policy. The *** also suggested that I take the shoes to a ***air shop. Again, I did not wear the shoes within (30) days. I requested to speak to a manager. ***** was the manager that I spoke with. She also informed me of the return policy and suggested that I do maintenance on the shoe. I just received a pair of shoes that I ordered from Coach and waiting on the Handbag. The shoes are a 2nd pair in a different color from a previous order. I would like a satisfactory resolution to this issue before making any decision to place any additional orders and/or return the items mentioned above. I really like the shoes, but there is an obvious DEFECT! Please advise and Thank You!!I also sent this statement to ********* and **** responded with a long story, basically reiterated the return policy and to put 'powder' in the shoe under the insole, amongst other information. I am not HAPPY with these shoes, at all.

  Business Response

  Date: 09/04/2024

  Dear Sirs,
  
  Coach has received ***************************** Better Business Bureau complaint. As you know, Coach takes great pride in not only the excellent craftsmanship of its products but also in its superior level of customer service. ******************** strives to make products of the highest quality and to ensure that every Coach experience is a positive one for its customers.Therefore, ******************** is truly sorry to learn of ******************* experience.
  
  Coach offers a 30-day return window for all items, and they must be unworn, unused, and include all tags, parts, and accessories (including boxes). Coach also offers a 30-day warranty on shoes,jewelry, and ready-to-wear items. All warranty claims must be made within the 30 day warranty. 
  
  Regrettably, ************************* purchased these shoes in April 2024. Coach was not contacted regarding these shoes until August 2024, which is well past the 30-day window for return and warranty. Due to the timeframe, Coach is unable to accept ***************************** shoes for return or exchange. Coach apologizes for the inconvenience.

  Customer Answer

  Date: 09/04/2024

  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:

  Hello,

  I am definitely NOT Satisfied with their decision.  Items are not always perfect, in this case a pair of shoes slipped through the cracks with imperfection.  Thus, this helps me decide when making shopping choices.

  Sincerely,

  ***********************;

   

   

   

   

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

  
  
  
  
   
  

• Initial Complaint

  Date:08/06/2024

  Type:Order 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 have two gift cards of Coach. The gift card numbers are **************** and **************** . When I tried to use them to place an order, the money was charged but the order was not completed. The first card was charged $123 and the second card was charged $63. I am very anxious. Please refund to with the same balance to the email ******************

  Business Response

  Date: 08/19/2024

  Dear Sirs,
  
  Coach has received **** ***** recent BBB Complaint and understands their frustration. We sincerely apologize for any inconvenience caused. Coach takes customer feedback seriously and assures that **** ***** concerns will be addressed appropriately.
  
  Upon investigating this complaint, Coach can confirm that all three gift cards provided were used on successful orders:
  
  **** **** **************** *** ****
  *********** * *******
  *********** * ******
  **** **** **************** *** ****
  *********** * *******
  *********** * ******
  **** **** **************** *** *******
  *********** * *******
  *********** * ******
  *********** * ******

  Since all three cards were used in full on successful orders, Coach is unable to reissue these cards.
  
  Coach apologizes for any inconvenience caused and hopes to have the opportunity to serve **** **** again in the future.

• Initial Complaint

  Date:07/29/2024

  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.

  I submitted a return request on Saturday, May 25, 2024, for order number ***********, consisting of three items. The instructions asked me to use the provided address to mail the return and to include the packing slip. The shipping address was *****************************************************************. The items were confirmed as returned by **** and were delivered on June 15, 2024, according to tracking number **********************. It has been 43 days since the delivery, and I have not received a refund or any indication of a refund. The three items were brand new and returned within the required timeframe, so I am owed $395.35. I am requesting that a refund be issued as sufficient time has passed, and it is unfair to file a complaint to receive the refund. I have attached the documents, including the packing slip and return label, that support my claim. Thank you for your assistance.

  Business Response

  Date: 08/07/2024

  Dear sirs,
  
  We have received ***************************** BBB complaint regarding the recent return request. Coach sincerely apologizes for any inconvenience or disappointment they may have experienced during this process.
  
  Upon reviewing this case, Coach has confirmed that a refund was initiated as per ***************************** request. Coach records show that a manual refund was processed successfully in the amount of $395.35.
  
  Coach understands that timely refunds are crucial, and we regret any delay that occurred. Rest assured, the refund has been processed successfully, and you should expect to see the funds back in your account within 2-5 business days, as per standard banking procedures.
  
  We take feedback seriously, and we appreciate ***************************** patience and understanding throughout this process.
  
  We look forward to welcoming *************************** to shop with Coach in the future.

  Customer Answer

  Date: 08/07/2024

  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:07/29/2024

  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 ordered 8 shoulder bag from the Coach website but only received 5 of them. The 3 bag of total value is $584.85. When I requested a reshipment or a refund, their customer service and supervisor refused, that they couldn't offer any refunds or reshipments.Order Number:*********** Ordered 5 bag missing 1 bag $194.65 Tracking Number:****************** Order Number:*********** Ordered 3 bag missing 2 bag $194.652=389.3 Tracking Number:****************** On July 16th, a *** delivered 2 packages without anyone signed. On July 18th, I opened the package and recorded a video, Realized that three Shoulder bags were missing from two of the packages. I immediately contacted Coach's customer service to seek a resolution.Initially, Coach's customer service refused to resend the items or issue a refund. After multiple attempts to resolve the issue, they stated that they would investigate the matter with *** and provide me with a response.After eight days of waiting, Coach provided no update. I reached out to their customer service again, seeking resolution. This time, both the customer service representative and the supervisor (her name is ******) informed me that they would not resend the items or issue a refund. Despite my repeated assertions that I had proof of the missing items upon opening the package, the supervisor stated that since the package was delivered, any issues were no longer their responsibility. Furthermore, they indicated that because my address was a Freight companys address, they would not resolve any issues related to orders sent to this address.I find this situation extremely unreasonable and frustrating. Coach's refusal to address the missing items, despite clear evidence, essentially means they are disregarding my legitimate claim for compensation for worth $600.This reason for rejecting my claim is unacceptable. I even feel that the supervisor (******) was very rude in handling my issue. and her tone had clear racial discrimination.

  Business Response

  Date: 08/12/2024

  Dear ****,

  We are sorry to hear about ******************* recent experience with the delivery of their order. Coach also received this same complaint under ***************, BBB case number ********.
  
  Coach sincerely apologizes for any inconvenience or disappointment they may have experienced during this process. Coach has reached out to the fulfilling stores and found the items were not shipped with the order. The stores have since shipped the missing items with *** tracking numbers ****************** and ******************.
  
  Should ***************** wish to return these items a refund can be processed.
  
  As Coach has processed and shipped the missing items, we consider this matter closed.

  Customer Answer

  Date: 08/14/2024

  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]

  Hi. 

  First of all, I really appreciate that you chose to solve this issue in a positive way rather than ignoring me. I'm very grateful for that. I have received one of the packages according to the tracking number you provided,included 2 shoulder bag. However, the other tracking number which ****************** hasn't been updated since July 30th. I'm curious about the current status of this package. Could you please check on it again? The item is worth $197, which is very important to me. Thank you.

   

   

   

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

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

  Business Response

  Date: 09/06/2024

  Dear ****,
  
  We have received ******************* response to the BBB regarding their recent order. We apologize for any inconvenience caused and we are sorry to hear about ******************* dissatisfaction with their experience at Coach. It is our priority to ensure that every customer has a positive experience at ********************.
  
  Coach sincerely apologizes for any inconvenience or disappointment they may have experienced during this process. Coach has reshipped the replacement package with tracking number ******************.
  
  Please reference *** tracking number ****************** which was delivered to the shipping address provided by ***************** on 8/20/24.
  
  We hope to welcome ***************** into our stores and online again in the future.

  Customer Answer

  Date: 09/12/2024

  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:07/25/2024

  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 bought two orders on Coachoutlet's official website: *********** and *** ********. One of the orders purchased 5 packages and received only 4, and the other order purchased 3 packages and only received ONE. Which is a very outrageous behavior. But they refused to give me after-sales service to deal with my problem. The reason is that there are too many refunds, but the address I ordered is a warehouse, and the probability of their error is so high, why not deal with their internals. Let consumers take these risks. Please help me!! I have unboxing video. It's a big loss for me.

  Business Response

  Date: 08/08/2024

  Dear sirs,
  
  We have received ************ BBB complaint regarding the recent orders. Coach sincerely apologizes for any inconvenience or disappointment they may have experienced during this process.
  
  Coach has reached out to the fulfilling stores and found the items were not shipped with the order. The stores have since shipped the missing items with *** tracking numbers ****************** and ******************.
  
  Should *************** wish to return these items a refund can be processed.
  
  We look forward to welcoming *************** to shop with Coach in the future.

• Initial Complaint

  Date:07/23/2024

  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 from coachoutlet.com back on 2/20/2024-***** towel, ankle socks and silk skinny scarf. My order was scheduled to arrive on 2/26/2024. However even though the tracking says delivered it was never received. I worked with my bank but coach outlet denied due to the proof of tracking. I chatted with multiple reps and emailed and I was waiting for their response when I went to file a *** claim and it was one day past the 60 days to dispute. On 4/16/2024 I emailed coach requesting assistance to get this matter resolved. They stated on 4/23/2024 as it was marked by the carrier they couldnt process the refund however my dispute was still open and to allow them an additional 45 days for them to be able to assist. I messaged on 5/7/2024 stating that I couldnt do anything with *** as their dispute was still open and they have yet to respond to me. Its been 4 months without a resolution and a response in this matter and Im still without a refund as the items are no longer available since its been over 4 months since ordering.

  Business Response

  Date: 07/26/2024

  Dear Sirs,
  
  Coach has received *************************** BBB complaint. As you know,Coach takes extraordinary pride in the excellent craftsmanship of its products and the superior level of customer service. ******************** strives to produce high-quality products and ensure a positive experience for its customers.Therefore, ******************** is terribly sorry to learn of *************************** frustration with the delivery of the order. *** is one of Coachs preferred delivery couriers and we do ship our package(s) via insured and traceable means.
  
  As Coach prides itself on superior customer service, we have offered *********************** a one-time free replacement set of goods worth $111.20,even though it was not Coachs responsibility to replace the package.
  
  When an order is delivered as addressed, a refund is not an option. Coach can confirm that two of the three items orders are available. We invite *********************** to contact our *************************** at ************,for a replacement set of goods and an electronic merchandise card for the Signature **************** that is no longer available. It is against Coach policy to provide a refund for the replacement set of goods because the customer has not paid for those goods.
  
  We look forward to welcoming *********************** into our stores and online again in the future.

• Initial Complaint

  Date:07/23/2024

  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 purchased two items and I paid for expedited shipping. It seems to me that the coach outlet store shipped the items using regular shipping. Now the items will not get to me in time. **************** is not willing to do much to help. I tried starting the return as I no longer want the items and theyre charging me $7 for me to take the items to the *** store to return (mind you the items have not yet arrived). This is a rip off to customers. They should not be offering expedited shipping if they know they cant honor that. It is absolutely ridiculous that they are charging customers to bring something back to the *** store to return. That is predatory practice on customers and its not acceptable. At this point I want my full refund for the items that I purchased and they need to make arrangements for a shipping company to pick the items up from my house if they ever get here. I am not paying extra to return an item that I paid extra for them to ship in the first place that they messed up on. This is unacceptable.

  Business Response

  Date: 08/06/2024

  Dear Sirs,
  
  We are in receipt of ******************************* BBB complaint. We are sorry to hear *************************** is unhappy with the recent experience. Coach strives to ensure positive experiences for all our customers.
  
  *************************** had requested express shipping for their order, which is guaranteed to be delivered within 2-5 business days.This information can be found on **************************************************************************** ******* placed order XUP26732172 on 6/6/24 after Coachs cutoff time for same-day processing. The order was shipped from Coachs facility on 6/7/24.This information was communicated to *************************** via phone and chat. The order was assigned the tracking number ******************, and after tracking the package, it was confirmed that it was delivered to *************************** on 6/13/24, within the guaranteed delivery time of 2-5 business days.
  
  Coach processed a refund for the express shipping fee on 6/10/24. Additionally, when *************************** returned the items from the order, a full refund including the return shipping fee was issued on 6/22/24 and 6/24/24.
  
  As Coach has processed, shipped, delivered,and refunded ******************************* order as requested, Coach considers this matter closed.

  Customer Answer

  Date: 08/06/2024

  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:

  UNACCEPTABLE!!! Dont false advertise if you cannot deliver!!! Normal shipping in the ** is 5 days. They did not ship the products expressed to begin with or else they would have arrived closer to day two and not on day 5! Stop ripping consumers off!!!

   

   

   

   

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

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

  Business Response

  Date: 08/16/2024

  Dear Sirs,
  
  We acknowledge receipt of ******************************* BBB response. Coach regrets that *************************** is dissatisfied with the express shipping options available on coachoutlet.com. We strive to ensure positive experiences for all our customers.
  
  ********************* order was delivered within the guaranteed timeframe of 2-5 business days. Detailed shipping information for Coach Outlet can be found on our FAQ page *********************************************************************.
  
  Coach has refunded *************************** for the express shipping fee and the returned items, and we did not charge the $7 return shipping label fee.
  
  As Coach has processed, shipped, delivered,and refunded ******************************* order as requested, we consider this matter closed.

• Initial Complaint

  Date:07/22/2024

  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 purchased a coach gift card on February 10 on ********* and the shipment was never been shipped out. And I contacted coach customer service multiple times. They told me will shipped me a replacement soon at the first time but never did it. And after that they told me the gift card was used and was not able to send me a replacement. There's no tracking to prove the card was shipped to my address and the card was used in other state other than *****. I request a replacement or refund. The *** tracking number is ****************** ********* order number: ***********

  Business Response

  Date: 07/30/2024

  Dear Sirs,
  
  Coach has received a BBB complaint from ******************* regarding the recent order. As you know, Coach takes extraordinary pride in the excellent craftsmanship of its products and the superior level of customer service. ******************** strives to produce high-quality products and ensure a positive experience for its customers. Therefore, ******************** is terribly sorry to learn of ********************* frustration with the delivery of their order.
  
  Coach apologizes for the misuse of *********************** gift card and, as a one-time courtesy, a replacement card worth $25 has been reissued. It's important to note that the card cannot be reissued again if it is used.
  
  ******************* can expect to receive the replacement card within 7-10 business days via **** and a tracking number will be provided once the card is shipped. The reference order number is *************
  
  Coach apologizes for any inconvenience caused and hopes to have the opportunity to serve ******************* again in the future.

• Initial Complaint

  Date:06/24/2024

  Type:Order 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.

  every time i visit coach outlet website i get spammed with emails. i've asked coach multiple times to unsubscribe me and stop sending me emails they tell me i'm unsubscribed and there's nothing else they can do. this is harassment! stop spamming me! just because i visit your site doesn't mean it's an invitation for harassing me!

  Business Response

  Date: 07/08/2024

  Dear Sirs,
  
  We have received ***** ***'s response to the BBB regarding their experience with unsubscribing from Coachs marketing emails.
  
  Coach is sorry to hear that ***** *** continues to receive emails despite previous attempts to unsubscribe them. Coach records indicate that ***** *** resubscribed to emails on June 23. However, Coach has since unsubscribed them again to prevent any further emails. Coachs site is unable to automatically subscribe to emails. The email address must be manually entered.
  
  Should ***** *** continue to receive emails after this latest subscription, our privacy team is ready to investigate the matter further. ***** *** is welcome to forward any emails received post-unsubscription to ********************************************************.
  
  We apologize for the inconvenience this has caused.

  Customer Answer

  Date: 07/08/2024

  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:

  i did not re-subscribe!!!!

  i am telling u that every time i visit your stupid website i start getting emails again without doing anything!!!!! fix your screwed up system and website!!!! i've been dealing with this for months already!!!! why can't i just browse your site without getting harassed!!!!!!!!!!!!!

   

   

   

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Customer Answer

  Date: 09/04/2024

  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:

  i received two emails this week. u obviously didn't do what u said u did.

   

   

   

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Business Response

  Date: 10/10/2024

  Dear Sirs,
  
  We have received ***** ***'s response to the BBB regarding the experience unsubscribing from emails.
  
  Coach is sorry that ***** *** continues to receive emails. We have unsubscribed ***** *** from all emails. Coach recommends ***** *** forward the emails to Coachs privacy team as they are happy to investigate further. The privacy team can be reached at  ********************************************************.
  
  Coach apologizes for any inconvenience this has caused.

• Initial Complaint

  Date:06/14/2024

  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.

  On May 21st, 2024, I ordered the Ergo Bag in Coachtopia Leather: Bows All Over purse from Coach for a total of $315.65. My package was delivered on May 24th, but the bag was very damaged from transit. It had a huge stain on it, and some of the bows were missing. I reached out to customer service via text message (phone number ************) and spoke with an agent named ***************************. She first offered me a replacement, but I informed her that I needed the bag by a specific date, so I opted for a refund instead. She responded that a refund request had been issued and that I would receive the refund within 3-5 business days. That was the last I heard from her.Two weeks went by without receiving my refund, so I contacted customer service again on June 13th. They informed me that I needed to return the item to receive a refund. They had sent an email with return instructions, but it went to my spam folder. Since ************** never mentioned expecting an email, I was unaware of it until June 13th when it was brought up. ************** never mentioned needing to return the item during our conversation. I spoke with supervisor *************************** about this, and he acknowledged that it was a mistake on the part of ************** not to mention the return requirement. However, he stated that "as a consumer, I should automatically know to return the item." I explained to him that companies do not always have this expectation, and if a return was required, it should have been clearly communicated. The previous agent, **************, never mentioned returning the item. If it was important for them to receive the item back, they should have mentioned it in our conversation. I also never received a free return label, so why would I assume the item needed to be returned? They are now denying me a refund, and ****************** is essentially blaming me for the whole incident, instead of acknowledging that the employee, **************, should have informed me about the need to return the item to receive a refund.

  Business Response

  Date: 06/19/2024

  Dear ****,
  
  We have received a BBB complaint from ************************* regarding their recent order. We apologize for any inconvenience ************************* has experienced with Coach. We aim to ensure that every Coach experience is a positive one for our customers.
  
  ******************** is sorry to hear that ************************* is disappointed with the recent order. After a thorough investigation of this complaint, we found that the refund was requested and processed before the BBB complaint was submitted.
  
  Since this refund was processed successfully before the BBB complaint was filed,Coach considers this matter closed.
  
  We look forward to welcoming ************************* into our stores in the future.