ComplaintsforTapestry, Inc.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  06/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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 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:

  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

  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

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩