Business Profile

Leather Dealers

Tapestry, Inc.

Complaints

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

Customer Complaints Summary

312 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/12/2024
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 bought a pair of shoes online from Coach outlet and it was not my size and way too big. I liked the shoes and does not want to return them. I called and ask to exchange and get my size. I sent the shoes back to coach outlet and instead of giving me the shoes or my money back into my account they sent me a gift card.
Business Response
Date: 06/19/2024
Dear ****,

We have received ************************* BBB complaint regarding the return request. We apologize for any inconvenience ****** **** has experienced at Coach. We strive to ensure that every Coach experience is a positive one for our customers.

At ********************, we offer returns for new and unused merchandise purchased within 30 days. ************************* order was placed on 4/4/24 and the boots were received at Coach's return facility on 6/5/24, which is well past the 30-day return timeframe. Therefore, a monetary refund is not an option due to this timeframe. Nevertheless, as a gesture of goodwill, Coach has accepted the boots for return and has issued an electronic merchandise credit totaling $91.58,which ****** **** can use to purchase another pair of boots in the required size. This merchandise credit has no expiration date and can be used online, in stores, and by phone.
Coach's return policy can be found online at the link below:
************************************************************
We hope that this explanation addresses ************************* concerns and look forward to welcoming them to shop with Coach in the future.
Customer Answer
Date: 06/28/2024
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 am not satisfied with the response of Coach because there are no boots available for my size.

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

Sincerely,

****** ****

Business Response
Date: 07/11/2024
Dear Sirs,

Coach acknowledges receipt of ****** ****’s BBB response and is sorry to hear they are disappointed with the
recent experience.

Regrettably, the boots in
question are no longer available for purchase. However, Coach has fully
compensated ****** **** for the returned order, despite it being past the
30-day return window. Coach recommends that ****** **** use the provided
merchandise card for a future purchase. This card is valid for use online, in
stores, and by phone.
Customer Answer
Date: 07/17/2024
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 either want my Money back or the same shoes in size 7. I do not want to purchase anything further from coach.Thank You

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

Sincerely,

****** ****
Initial Complaint
Date:06/11/2024
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 ordered a bag from the website and it told me it would be shipped in 2 days. After 5 days the bag was not sent. I was told it was backordered and I would received it in a few days. Upon checking the website the item was still for sale and said there was 4 left. The next day my order was canceled and the item was again marked as sold out. Terrible business practice to sell items you dont have and lie to your customers and tell them theyre going to get it when theyre not.
Business Response
Date: 06/19/2024
Dear Sirs,

We are in receipt of *********************************** BBB complaint. Coach apologizes for the inconvenience ********************************* experienced with the service received from Coach. We strive to ensure adequate stock for all our products,but unfortunately, the inventory of the item in question sold out faster than expected. As a gesture of goodwill, we have issued a merchandise credit of $25.

Please be assured that we make every effort to remove sold-out items from our site promptly. However, due to high demand and limited inventory, orders cannot be guaranteed.

We hope this explanation addresses *********************************** concerns and hope to welcome ********************************* to shop with Coach in the future.
Customer Answer
Date: 06/21/2024
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:

There is no credit given , I have received no credit, and for the fact this same exact scenario has happened three separate times already, $25 isnt enough for how much money I spend at this store

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

Sincerely,

*********************************

Business Response
Date: 07/08/2024
Dear Sirs,

We have received a BBB response from ********************************* regarding their recent experience. 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.

******************** offered a $25 merchandise credit via chat on June 10, 2024, when ********************************* contacted ************** This accommodation was accepted and received by ********************************* and the credit was subsequently used on June 11, 2024,with order ************

Additionally,Coach offered a 20% discount for use on a future phone order. This 20% discount remains a valid offer.

Coach regrets to inform that no further compensation is available. Given the accommodations offered and accepted, Coach considers this matter closed.
Customer Answer
Date: 07/29/2024
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.
I expect the 20% off code to be sent to me via email.
Sincerely,

*********************************
Initial Complaint
Date:06/07/2024
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.
I purchased two items from Coach Outlet website. The intial shipment got lost and they had to send out a replacement. When the replacement arrived, I did not like the quality and material of the items so I returned them. The merchant is refusing the refund because it is a reshipment.
Business Response
Date: 06/19/2024
Dear ****,

We have received a complaint from ************* *** through BBB regarding their recent order. We are sorry to learn that ************* *** did not receive their order. Coach confirmed ****************** order was delivered as addressed. Our commitment to providing excellent customer service led us to offer a one-time replacement set of goods free of charge, totaling $145.64, even though it was not Coachs responsibility to replace the delivered package.

Regrettably,Coach is unable a refund for the replacement set of goods as they were not paid for by the customer. These items were provided as an accommodation.

************* *** returned the free replacement items to Coach. Coach has provided an electronic merchandise credit equivalent to the value of the order.

We hope to welcome ************* *** into our stores and online in the future.
Initial Complaint
Date:05/06/2024
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 purchased a Coach backpack in July 2023. Item is XGRN LTH ************* IM/B (************). The product is defective, which was confirmed by store associates at Coach Outlet Milpitas, CA (*************************************). I requested a repair or replacement of the same item, but both options were rejected. I was offered a merch card in the amount of my purchase price. However, the item was purchased during a promotion with a large discount. As a result, I am unable to make a new purchase of a similar backpack (Large Court Backpack, Gold / Black, style # ****) without having to pay extra to cover the price difference due to Coach's price increase since last year. I think it is not fair to customers when ******************** sells defective products, refuses to provide repair or replacement, and asks customers to pay extra in order to get a functioning product. I am requesting either a repair of the defective product, or a replacement of Large Court Backpack #**** without extra charge. Thank you.
Business Response
Date: 05/14/2024
Dear Sirs,

We have received ************** Better Business Bureau complaint regarding the recent warranty evaluation. As you know, at Coach, we take great pride in not only the excellent craftsmanship of our products but also our superior level of customer service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. For any manufacturing defects within this warranty time frame,repairs are on us.

In the event that an item is deemed to be defective within the one-year warranty period and cannot be repaired, Coach will offer an exact replacement. If a replacement is no longer available, Coach will offer a merchandise credit for the full amount paid. Please note that we are unable to offer a merchandise credit for more than what was paid, nor can we offer a replacement for an item that is higher priced.

Coach is happy to re-evaluate ************** bag with our expert artisans. The repair process will take 4-6 weeks from the time we receive the item. *************** may send the bag to our Repairs Workshop for an evaluation. We have emailed *************** a return label. We recommend printing this label and dropping your bag off with UPS.Once received, an email will be sent with a determination.

We also advise *************** to include a note with their address, daytime phone number, and email address, along with a copy of this message for reference.
Customer Answer
Date: 05/14/2024
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]
In this case, could you please check and see if a replacement of the exact same product is available? The product on my receipt is listed as: XGRN LTH JORDYN BKPK - IM/B ************ F76624 IMBLK ONE.
The address on the shipping label is incorrect. For privacy concerns, please contact me (email or phone) directly for the correct address. Thanks!

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

Sincerely,

***************

Business Response
Date: 05/24/2024
Dear Sirs,

We are in receipt of ************** BBB response.

Coach is sorry to advise, the Crossgrain *********************** is no longer available for replacement. We are sorry the label was sent with the incorrect address,the address used was on file for *************** based on the email address provided in this complaint.

Coach has reached out to *************** via email to obtain the correct address so another label can be sent. Once received, Coach recommends *************** drop the bag off with **** Please include the repair service request form as well as a copy of this complaint. The request form can be found at the following link. ***********************************************************************************************************;
Initial Complaint
Date:04/30/2024
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 a bag, there is a hole in the bag and first they wanted me to drive hours one way to return the item and then they emailed me a code got *** to scan upon pick up however that would involve me taking a day off work which Im not willing to do!They refuse to make this right without costing me a lot of money and I totally disagree! They created this situation and yet they want me to pay to fix it
Business Response
Date: 05/08/2024
Dear ****,

We have received **** **** BBB complaint regarding the order ***********. We are sorry to hear that ************* is disappointed with the recent experience. Coach is known for its excellent craftsmanship of products and superior level of customer service. ******************** strives to ensure that every Coach experience is a positive one for our customers.

******************** has thoroughly investigated this matter and as discussed via email with *************, Coach is happy to accept the item back for return. Coach has sent several prepaid labels to **** **** for this item to be returned. Regrettably, Coach is unable to send a label by physical mail. The label should be printed, and the item dropped off with **** ************* will not be charged for the return. A full refund will be processed.

**** **** also submitted a chargeback with their bank. The dispute was closed in Coachs favor, disputes can take 45 days to settle. Once ************* returns the item, a refund will be processed after 5/18/24, which is 45 days after the closed dispute.
Customer Answer
Date: 05/13/2024
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]
They emailed me some code for *** to scan upon picking the item up, at that time they told me that *** would contact me to coordinate a time to pick up, then they changed their story and said *** would not contact me, apparently they wanted me to just never leave my house until it got picked up, well thats unreasonable. Then I have been told they that would in fact mail me a label but they never did, I have no way to print off a label as my printer died!
They sent me a defective item and now they think I should have to spend all kinds of money to fix their s**** up and that is not acceptable!
if I had just changed my mind we would not be having this conversation as I would have no problem spending my money to return it, but that is just not the case here! Their item is not what I agreed to purchase so they need to fix this mess that they created

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

Sincerely,

**** ****

Customer Answer
Date: 08/09/2024
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:

They had the item back for quite some time now! I cannot return something that they have in their possession! Not sure how that would work???

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,

Coach acknowledges receipt of **** **** BBB response. Coach regrets that ************* is disappointed with the recent experience. We strive to ensure positive experiences for all our customers.

******************** has confirmed that ************* returned the ************* to the return facility. Since the dispute was closed in Coachs favor, a full refund has been processed to the Discover card used at checkout. This refund was successfully processed on 6/20/24. Coach recommends that **** **** reach out to the financial institution for confirmation of this refund.

As Coach has refunded **** **** in full to the original form of payment, as requested, we consider this matter closed.
Initial Complaint
Date:04/26/2024
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.
************this order ,I purchased two packages and only received one, but the merchant refused to compensate.Although this is a business address, I asked the business to provide a video of opening the package. The responsibility lies with COACH.
Business Response
Date: 05/08/2024
Dear Sirs:

We are in receipt of **** **s BBB response regarding the order ***********. We are sorry to hear **** He is disappointed with the order.

After conducting a thorough investigation,Coach has confirmed that both items were indeed included in the package.Furthermore, Coachs inventory counts align with the correct shipment of both items. We strive to maintain the highest level of accuracy and quality control in our shipping processes, and we are confident in the completeness of **** **s order.

Additionally, Coach records indicate that the shipping address used belongs to a forwarding service or third-party shipper.Regrettably, when such services are utilized, Coach is unable to assist further, as merchandise may be removed from its original packaging and re-packaged at the forwarding facility.

A refund or merchandise credit cannot be processed in this case. We recommend contacting the shipping service used to help locate the missing merchandise. We apologize for any inconvenience this may have caused.
Customer Answer
Date: 05/16/2024
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]

This is your mistake, but you don't want to take responsibility. I checked the surveillance and you only sent one. But because of the size limit, I can't upload it. You can email me and send it to you for review.

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

Sincerely,

**** **

Business Response
Date: 09/04/2024
Dear ****,

We have received **** **'s response to the BBB regarding their recent order. We apologize for any inconvenience caused and we are sorry to hear about **** He's dissatisfaction with their experience at Coach. It is our priority to ensure that every customer has a positive experience at ********************.

Upon further investigation, we have confirmed that all the requested bags were shipped together and delivered to the Freight Forwarding company as addressed. The package was signed by the Freight Forwarding company,indicating their acceptance of full responsibility for the package. Therefore,we are unable to reship the order or offer a refund. We recommend that **** ** contact the Freight Forwarding company to resolve this issue.
Initial Complaint
Date:04/26/2024
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.
On 4/25/2024, I was discriminated against, assaulted, and disrespected by an undeserving rude black male employee, who claimed he was the manager at the Coach store, he said his name was ****, and he said he did not have a last name, and he was incapable of making a sale at the Coach store as an employee. I wanted to purchase a bag charm (quoted as being $50, by the sales employee) for a new Coach bag I am getting in the mail shortly, and he was incapable of selling me the charms. When I asked him why I could not purchase the bag charm, he made up a stupid, lame ridiculous excuse that I had to have the bag with me, and they did not put charms on Coach outlet store brands. When I told him the name of the Coach bag I purchased, he was incapable of knowing the difference between a store Coach bag and an outlet bag, however he was claiming to be the store manager. People like this should not be working at a Coach store.
Business Response
Date: 05/08/2024
Dear Sirs:

We have received Renee *****************;BBB complaint regarding the experience in store. We are sorry to hear that **********;****************;is disappointed with the recent experience. Coach is known for its excellent craftsmanship of products and superior level of customer service. ******************** strives to ensure that every Coach experience is a positive one for our customers.

Please be assured that Coach takes every complaint seriously, and the store in question has been made aware of the situation. **********;****************;will be contacted directly to address their concerns.
Initial Complaint
Date:04/03/2024
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.
Purchased four items online for overnight delivery. Two items shipped. Two items didn't. Items that didn't ship are still in stock and this was confirmed by company. Contacted the company and was told that items would ship that day and they would email me...didn't happen. Contacted them again and was told I would just have to wait until they shipped. Asked for a manager but was told managers don't come on chat and I would have to wait for a phone call. Asked to cancel and was told, sorry we can't do that. So now I'm here, asking for these items to ship or for my money back.
Customer Answer
Date: 04/03/2024
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:04/02/2024
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.
My wife and I made a purchase from the Coach Outlet in *******, ** on Saturday, March 16. The following week, our exact item purchased was 15% off online. We inquired about a price adjustment for our item and contacted Coach customer service. We were told that we need to reach out to our store, which we did. The Coach Outlet advised that we would need to bring the item back in so they can see it before issuing a price adjustment. While this wouldnt be an issue, however, we live 2 hours away. We advised of this, but was told its company policy and we were not able to receive the price adjustment. We paid a good amount and would have wished we couldve been assisted with out having to make the drive down.
Business Response
Date: 04/17/2024
Dear Sirs,

We are in receipt of ************************* recent BBB Complaint. We understand that *********************** is upset, and we do apologize for this inconvenience. We take feedback from our customers seriously, so please be assured ************************* concerns will be addressed appropriately.

After investigating this complaint, the price listed online is for online purchases only. Coach Outlet store prices may vary. Per the details on the receipt provided, Price adjustments for Coach Outlet store purchases are permitted within 7 days of purchase if the item and original receipt accompany the request. Price adjustments are not permitted for online purchases.

Coach is sorry to advise, since these offers are for online purchases only, we are unable to honor the request to apply them to an in-store purchase. Coach offers a 30 day return timeframe for all new and unused merchandise should *********************** wish to return their purchase. Coach will send a prepaid *** label should *********************** wish to return the items to our return center for a full refund.
Initial Complaint
Date:03/28/2024
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.
On March 23, 2024 I placed an order on the Coach outlet.com website for 2 items, the first is called Nolita 19 and the second item is the weekly pill box in floral print order #***********. I received an email from coach outlet with Tracking ********************* Stating my Oders will be delivered on Thursday March 28, 2024. I received the package with only 1 item and that was only the Nolita 19. I immediately called Coach outlet and informed them of the missing pill box and was told theyre unable to do anything for me because of a previous claim. And they can only reimburse customers once and hung up the phone.
Business Response
Date: 04/10/2024
Dear Sirs,

We have received a BBB complaint from ******************* regarding a recent order. We are sorry to hear that ******************* is unhappy with their experience.

Coach has checked and confirmed that the Nolita 19 and Weekly Pill Box were included in the package, and the order was delivered to the correct address. Coachs inventory records also match the shipment of both items. At Coach, we always strive to maintain the highest level of accuracy in our shipping processes, and we can confirm that *********************** order was processed, shipped, and delivered correctly.

We regret to inform that we cannot provide a refund or replacement in this case as we are unable to assist with multiple claims of non-receipt or missing items. We apologize for any inconvenience caused.

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Tapestry, Inc. is BBB Accredited.