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.

  260 Premium Outlets Blvd Hagerstown, MD 21740-9552

• 

  Coach, Inc.

  137 Westfarms Mall Farmington, CT 06032

• 

  Tapestry, Inc.

  45 N Arkansas Ave Spc 602 Atlantic City, NJ 08401

• 

  Tapestry, Inc.

  50 Water St. Lee, MA 01238

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

• Initial Complaint

  Date:02/02/2024

  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 purchased a phone wallet from Coach Outlet in December. I did not receive my item. When I contacted Coach, they said they would send me a replacement and did send it to me shortly before the holidays. I have since tried to return the wallet online and was not allowed to do so for some reason. After being unsuccessful, I contacted customer service and was told that I cannot return a replace. I am trying to return the original item that I only received once, around December 23rd. That is not a true replacement and this is just an attempt to defraud consumers. I was specifically told that the reason I could not access the return platform or return it through customer service is because this is a "replacement" and therefore not refundable. I have screenshots from the chat history. I would like a full refund.

  Business Response

  Date: 02/15/2024

  Dear ****,
  
  We have received a BBB complaint from ***************-**** regarding the delivery of their order. Coach would like to apologize for any inconvenience caused to ***************-**** due to the delivery experience.
  
  After conducting a thorough investigation, Coach found that ***************-alla's original package was delivered as addressed with *** tracking number *******************In our commitment to providing exceptional customer service, ******************** has provided ***************-**** with a merchandise credit for the ******************** as this item was sold out when Coach was contacted, making it impossible to replace.Additionally, Coach has sent a complimentary replacement Phone Wallet in Colorblock Signature Canvas, as this item was available for replacement. The total value of the replacement and merchandise credit is $162.04, which exceeds Coachs responsibility as the original order was delivered as addressed. The replacement wallet was shipped and delivered as addressed with *** tracking number ****************** on 12/22/23.
  
  It is against Coachs policy to provide a refund for the replacement set of goods as the customer has not paid for those goods.However, as a courtesy, Coach can accept the wallet for a merchandise credit only. Coach has sent a prepaid return QR code to ***************-****, and we recommend that they bring this QR code, along with the new and unused wallet,to *** for the merchandise credit to be issued once received.
  
  We appreciate ***************-alla's understanding in this matter and hope to see them at our stores in the future.

  Customer Answer

  Date: 02/19/2024

  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:02/01/2024

  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.

  It's been more than two weeks since I returned my order (Order No. ***********) and I still haven't been refunded by Coach. They're giving me the runaround for the lapse of *** when my duty as the customer, which is explicitly indicated in the return instructions, is to drop off the item. I'm losing out on money even though I promptly returned these products for being delivered late. I even paid for express shipping. Such an unscrupulous practice which I don't understand at all.

  Customer Answer

  Date: 02/01/2024

  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:01/25/2024

  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 placed and paid for an item from coach. Never received the items, they were returned to coach, and they will not refund my credit card. Each time I contact them they state it will come and it never does. Each time I contact them they act as if they are hearing it for the first time. I am very surprised at their handling of this. I want my refund and apology for the inconvenience I have endured. the order number is ***********

  Business Response

  Date: 02/08/2024

  Dear Sirs,
  
  We are in receipt of *********************************** BBB complaint regarding a recent return. We are sorry to hear that *********************************** is unhappy with the recent experience at Coach, and we apologize for any inconvenience. We want to make sure that every Coach experience is positive for our customers. 
  
  Coachs standard processing time for returns is between ***** days from the date of receipt. Following a thorough investigation of ************************************* return, Coach discovered that the order was returned, and a refund was processed. The Order *********** was successfully processed for the full order total of $29.16.
  
  As the return was processed successfully, and ************************************* bank accepted the funds, Coach recommends that *********************************** contacts the bank directly to resolve any issues.

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 25, 2023 I went to Coach's website to find out how to send my purse in for repair. I searched ****** and came upon this webpage: ******************************************************. I filled out the form and sent in bag thinking it would be covered under Coach's Lifetime Warranty. I was shocked when I was contacted by Coach on December 17, 2023 saying that the repairs would be over $100. No where on their webpage does it state that they no longer have a lifetime warranty. I don't even know if you can change a warranty from a product I already purchased. So I asked for the purse to be sent back to me. I received my purse back on January 10, **** but it was not in the same condition as I sent it in. The purse smells like someone's fragrance on the inside and outside of the bag. I have cleaned the exterior with Coach's cleaner, left the bag out in my garage for days letting it air out, I've tried putting it in a bag for several days with baking soda, nothing will get the fragrance out of the leather.I have an extremely allergy to fragrance and never thought that my bag would come back in a condition I can no longer use it while it also still not being fixed.On January 15 I contacted Coach to tell them about the issue. I spoke with ******* on the repair line. She stated that she was going to submit my complaint of perfume smell on my bag to upper management and they would get back to me in ***** hours. It's not January 24 and I have not received any contact from Coach.My order number was ************.I either want Coach to pay for professional cleaning (with them doing the research as to where to do this in my area,) or replace the bag with a similar model that does not smell like perfume.

  Customer Answer

  Date: 02/07/2024

  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:01/23/2024

  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 place an order on 9/02/2023. My order arrived on 9/8/2023. The socks in my order are misleading on the coach website. These socks are huge. I never opened the socks. I contacted coach customer service on 10/27/2023 at ****** cst. **** answered the phone when I called. I asked for a supervisor. I was transferred to ***** a supervisor. ***** gave me specific instructions on how to send the socks back and she sent over a return label by email. ***** said that I will receive a refund. The socks were shipped back on the same day 10/27/23. These socks were returned to the warehouse on 10/31/23. I have not received a refund as of today. Im requesting contact from the ***************** The email that I received from coach said it takes 7 business days for a refund. That time has past.

  Business Response

  Date: 01/30/2024

  Dear Sirs:
  
  We acknowledge receipt of the BBB complaint from *************************** regarding a recent return. We value every customer's experience at ******************** and strive to ensure that they have a positive experience.
  
  Coach has thoroughly researched this order (************. Coach would like to clarify that *************************** had placed this order through a phone call with one of our managers, and due to an issue with a previous order, the manager sent the socks to ************************* at no cost. Regrettably, Coach is unable to process a refund for this item, as no payment was collected for these socks.
  
  Coach sincerely apologizes for the inconvenience caused to *************************** and hopes to welcome them to visit our stores or shop online again in the future.

  Customer Answer

  Date: 01/31/2024

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

  [Your Answer Here]

  I asked for contact from the company. No one has called me. I was stereotyped and this needs to be brought to the ** attention. My receipt indicates that I paid for these socks. I requested someone to contact me. I still have not heard from this company. I will look up the board of directors and request that the call with ***** be reviewed. I do not agree with the outcome of this complaint. Again no one has contacted me. I did include a phone number and they did not use it. Inexcusable customer service.

   

   

   

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

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

  Business Response

  Date: 02/16/2024

  Dear ****,
  
  We have received *************************** response to the BBB complaint. We apologize for any inconvenience caused. Coach has directly contacted *************************** regarding the order in question. After reviewing the matter, Coach can confirm that *************************** was not charged for the socks on their order and, therefore, is not owed a refund. The total price of the socks was $15.20, and a discount of $19.00 was applied to the socks.This resulted in an over-credited amount of $3.80.
  
  Since it has been confirmed that *************************** was not charged for the socks and Coach has reached out to *************************** as requested, we consider this matter resolved and closed.

  Customer Answer

  Date: 02/21/2024

  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:

  [Your Answer Here]

  Tapestry is a bold face lie. They have not contacted me by phone as I requested. This company fails to accept accountability for their actions. My receipt that was sent clearly has a dollar amount next to the socks. Black and white dont lie. As of today at 12:22pm cst. Tapestry still has not called my number. Until I am contacted by phone. This will be an ongoing issue. 

   

   

   

   

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

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

• Initial Complaint

  Date:01/22/2024

  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 purchased a purse from coach online on 2/28/22 for a total of $422.65 a pillow tabby purse in the color ivory. After having the bag for a short period the bag developed a discoroling in the * part and has several stains that dont come off. I called customer service to get solutions and they offered me none, I also contacted them via email and they never got back to me with any solutions, lastly I brought the purse to a nearby store to get it looked at , replaced or fixed or store credit and they did not offer me any help. I would like for my purse to be either replaced or repaired because this is a leather bag that is supposed to last me years.

  Business Response

  Date: 01/29/2024

  Dear Sirs,
  
  We have received ************************************* BBB complaint. Coach is sorry to hear ********************************* was advised the * *losure was not able to be replaced or repaired. As you know, Coach takes immense pride in providing excellent craftsmanship and superior customer service. We offer a one-year warranty on our handbags,briefcases, and small leather goods, and we repair any manufacturing defects within this warranty time frame free of charge.
  
  Coach is happy to advise that the * closure needed to repair the bag is available. ********************************* can send the bag to our Repairs Workshop for evaluation. As a courtesy, we have emailed a return label, which can be printed and used to drop off the bag with **** Coach will send ********************************* an email to confirm receipt of the Pillow Tabby once received.
  
  To expedite the process, Coach recommends that ********************************* include a note with the address, daytime phone number, and email address or fill out the form on our site *****************************************************************************************************. ********************************* may also include a copy of this message for reference.
  
  Once we receive ************************************* bag, we will evaluate it for repair, which generally takes 4-6 weeks from the time we receive the item. Regrettably, since this item is out of warranty and can be repaired, Coach is unable to honor the request for a store credit.
  
  Coach apologizes for any inconvenience this causes, and we look forward to resolving this issue for *********************************.

  Customer Answer

  Date: 02/16/2024

  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. But, I would like to add that I have not received the return label. 
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/16/2024

  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.

  my name is ***** ako my order number is *********** and the return tracking number is ****************** it shows that this was delivered to coach on 1/11/23 however i don't have any emails even confirming the return from coach. i understand refunds may take a few days but from the start of the return i had 0 emails from coach stating return is confirmed. i spoke to ********** on chat on jan 11 and asked for an email for my records-- she had me on the chat for over 40 minutes and after all that she said she's unable to send an email! i requested a supervisor and someone called me back that same night at 8:46 pm and said the same thing they are unable to send an email and i just need to keep waiting. how is it possible that a company as large as coach cannot send an email to their customer confirming a return?! and a return for the wrong item nonetheless!! what a disgrace. how can you run a business like this?? all i want is an email confirming my return and i would like my refund.

  Business Response

  Date: 01/29/2024

  Dear ****,
  
  We are in receipt of ******************* BBB complaint about the recent return.  Coach is sorry to learn that ************** had an unsatisfactory experience with Coach, and we apologize for any inconvenience caused. We want to make sure that every Coach experience is positive for our customers.
  
  ************** had requested an email confirmation of the return, which was sent on 1/16/24. Coachs standard processing time for returns is ***** days from the date of receipt. Upon researching **************'s return, Coach found that the item was delivered to our facility on 1/11/24. Coach processed the refund on 1/18/24, which is within our standard processing time.
  
  We are sorry for any inconvenience caused by the return process and hope to have the opportunity to serve ************** in our stores or online again soon.

• Initial Complaint

  Date:01/12/2024

  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 purchased two mirror compacts on 12/27/23. This order was never delivered, per **** Iv contacted this company three times, via email. *** tried to resolve this problem and the only solution, theyve proposed was a 10% discount off of the total price, I paid $43.61. The order number is ************

  Customer Answer

  Date: 01/12/2024

  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:01/04/2024

  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 12/29/23, I placed an order with Coach (Order ***********) but my order was cancelled on 1/3/24 because Coach didn't actually have this item in stock. I called Coach customer service and they told me my item was being shipped from a Coach store in *******, but when I called that store they told me that they didn't even have my item in stock. Coach should not allow customers to place an order if they don't actually have the item in stock. I have had this same issue happen with Coach before where I order an item but then the order is cancelled because they don't actually have the item in stock. I don't have this problem with any other retail stores. Coach should not offer items for sale on their website if they can't fulfill their orders. Coach needs to improve their inventory system so this doesn't happen. It is very disappointing to order something and then find out it isn't even available. Do better Coach.

  Business Response

  Date: 01/16/2024

  Dear Sirs,
  
  We are in receipt of *************************** BBB complaint regarding the recent order. Coach is sorry to hear that ************************* is unhappy with the service received. Coach apologizes to ************************* for any inconvenience they *** have experienced with the recent order.
  
  While Coach strives to supply adequate quantities for all products, we cannot always predict the volume of sales that *** be received for a particular item. Due to the high volume of orders placed during the event, inventory can fluctuate very quickly. Coach makes every effort to remove items that have sold out from the site as quickly as possible. Due to high demand and limited inventory,orders cannot be guaranteed.
  
  We apologize again for this experience, and we look forward to the opportunity to welcome ************************* back to our stores and online in the future.

  Customer Answer

  Date: 01/22/2024

  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:  Coach provided a generic response and didn't really address my complaint.  I shop online with other retailers and have never had this problem with other retailers because they remove products from their website if they cannot fulfill their orders, but Coach either doesn't do this or takes too long to do this which results in people like me ordering something only to find out that it really wasn't available.  Also, given this situation, at the very least Coach should have offered me some sort of store credit for my trouble, but they offered nothing.

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 01/30/2024

  Dear ****,

  We acknowledge receipt of the BBB response from ************************* regarding a recent order. Coach is sorry to hear about ***************************** dissatisfaction with the response she received.

  We sincerely apologize for any inconvenience caused, unfortunately, due to the overwhelming response to this collection, it has sold out, and we do not expect any additional inventory. We understand that this may be disappointing, but we regret to inform you that we are unable to offer an accommodation to ************************* at this time.

  We hope that ************************* will visit our stores in the future, and we are sorry for any inconvenience caused. We consider this matter closed.

• Initial Complaint

  Date:01/02/2024

  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 placed an order *********** online and the order was cancelled but I did not get the refund all the time. I contacted customer service many times but the problem was not solved. I am very anxious so I need the refund of the order in the form of electronic merchandise card to the email of my order.

  Business Response

  Date: 01/05/2024

  Dear Sirs:  
  
  We are in receipt of **** ****** Better Business Bureau complaint about the recent order. We are sorry to hear about **** ****** recent experience with the order. We want to make sure that every Coach experience is positive for our customers.
  
  After researching this inquiry, Coach found that an electronic merchandise card in the amount of $626.25 was issued for the Track Crossbody that was returned. This merchandise card was issued with order number ************* Coach received notification from **** ***** on 1/4/24 stating the merchandise card was not received. Another electronic merchandise card was sent with order number ************ on 1/4/24.
  
  Coach recommend **** ***** search the email box for an email from ********************************************.