ComplaintsforTapestry, Inc.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  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

  10/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *** *****
  
  
  
   
  

  
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ***************************
  
  
  
   
  
  

*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. ↩