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

  2200 Tanger Blvd Washington, PA 15301

• 

  Coach, Inc.

  516 West 34th Street Floor 5 Atlanta, GA 30346

• 

  Coach, Inc.

  11401 NW 12th St., #370 Miami, FL 33172

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:07/22/2025

  Type:Sales and Advertising 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.

  Purchase a chain tabby bag for a stated price of $535.84 ($495 + tax) on 6/20/25. Shortly thereafter, price was reduced to $321.45 ($297 + tax). I called Coach to see if I could get a price adjustment. They agreed despite the fact that it was slightly beyond their 7 day price adjustment deadline, as I have been a good customer. They definitely agreed to grant me this price adjustment in terms of a refund for the difference of $214.39, and the refund was approved by management. I've called about 5 times about this because they had not delivered the refund as promised within the 3-5 day timeline that they promised, and each time they once again promised me the refund withing another 3-5 days, each time noting that it was already approved. After my 5th call, they still have not given me the refund. This company has been dishonest in falsely promising a refund which they repeatedly promised but failed to deliver, to this date of 7/20/25.I have yet to receive any refund, even they assured it me it was in fact approved. Thank you.

  Business Response

  Date: 07/29/2025

  Dear Sirs, 
  
  We have received a complaint from ******* ****** through the BBB. As you know, Coach prides itself on the superior craftsmanship of our products and our high standard of customer service. We strive to create products of the highest quality and ensure that every Coach experience is positive for our customers. Therefore, we are sincerely sorry to hear about ******* ********s frustration with their recent order. 
  
  Coach is sorry the refund requests were not successful;however, Coach has promptly issued a manual adjustment of the refund in the amount of $214.39 to the original form of payment on 7/22/2025. 
  
  We appreciate the opportunity to address this matter and remain committed to providing quality service and support.

  Customer Answer

  Date: 08/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned 2 items (CQ859 and CC444) to the Coach ******************* ************************************************** on 5/3/25 and received a voicemail on 5/14/25 regarding the return to call them back so I called them back 5/18/25 to provide more information and to check on the status of the return. They told me that item CQ859 has been refunded back to merchandise credit but still working on processing the refund for item CC444 and to check back later. A month had past and I reach back out to Coach for status and the agent told me to allow ***** hr to get an email about the status. There was no email or any sort of communication *****hr so I waited another week and reach out again asking for the status. The agent now telling me "Based on the timeframe item cc444 was in production it would not be able to return at this point. We only accept returns without a receipt if the item is still available in production. Regrettably, this means we are not able to process a return for this. We will be sending you the item back via mail. I apologize for any disappointment this may cause." Another two weeks has passed and I still didn't get any tracking of this or got my item back. I kept reaching out and agents keep telling me to wait *****hr and I would get a tracking. It has been another two weeks and still there is nothing. This is not right, I am still waiting after 2 months of shipping out my return and I still haven't gotten my item or money back.

  Business Response

  Date: 07/18/2025

  Dear Sirs,
  
  We are in receipt of ***** **** BBB complaint regarding a recent experience with Coach and the return of item CC444 LHM6H.
  
  As you know, Coach takes great pride in the excellent craftsmanship of our products and our superior level of customer service. We strive to make products of the highest quality and to ensure that every Coach experience is a positive one for our customers. Therefore, we are truly sorry to learn of ***** **** frustration with the recent experience.
  
  A thorough review confirms that the return was successfully processed on May 19, 2025, under return order number ************ The item was returned without a receipt and, in accordance with Coachs return policy, a merchandise credit in the amount of $215.08 was issued. This credit was linked to order number *********** and sent electronically to the email address ***************************, which is associated with multiple previous orders.
  
  After the merchandise credit was issued, it was subsequently used in its entirety on order ***********, placed on July 2, 2025.
  
  We look forward to the opportunity to welcome ***** *** back to our stores and again in the future.

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  Thank you for following up. 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. There was no documentation for the merchandise credit I thought it was for another item that I returned. Thank you for the investigating on the item and that my credit has been issued. I am happy that it was not missed and that it was completed. I was not able to get confirmation from other agent the the past two month so I was confused what had happened.
  
  Sincerely,
  
  ***** ***
  
  
  
   
  
  

• Initial Complaint

  Date:07/12/2025

  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.

  The item was delivered to the wrong address, that picture is not my front door. And they dont have the item in stock and refuse a refund. I want a refund. Order number is ************

  Business Response

  Date: 07/16/2025

  Dear Sirs,
  
  We have received the BBB complaint from ****** ***. We are sorry to learn that ****** *** had an unsatisfactory experience at Coach, and we apologize for any inconvenience caused. It is our priority to ensure that every customer's experience at ******************** is positive.
  
  We regret to learn that ****** *** did not receive one of the items on their order. Upon further investigation, we found that the package was misdelivered by the courier. We understand the frustration this may have caused. As a result, we have processed a refund of $150.00 back to ****** **** original form of payment. ****** *** should see this credit reflect on their credit card in 3 to 5 business days.
  
  We sincerely hope to have the opportunity to welcome ****** *** back to our stores and online in the future. 

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ***
  
  
  
   
  
  

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered these shoes on Wed, June 11, 2025. I received them Wed, June 18, 2025. I wore them twice on Friday, June 20, 2025 and Tues, June 24, 2025. I noticed the unraveling and returned the shoes for a refund on Monday, June 30, 2025. Coach returned the shoes to me Wed, July 9, 2025 with a letter attached stating the shoes were not eligible for a refund due to them not being in new/unused condition. However, from the pictures I have presented I feel that the shoe are in excellent shape for a refund. Only damage is the unusual unraveling of the material around the back rim caused by poor quality. I wear a size 9 and purchased a size 9. I have presented pictures on my foot int he shoe, based on where the shoes are unraveling there is nothing I did to cause this. Thank you for your time and attention in this matter!

  Business Response

  Date: 07/16/2025

  Dear Sirs:
  
  We are in receipt of ******* ******* Better Business Bureau complaint. At Coach, we take great pride not only in the craftsmanship of our products but also in delivering a superior level of customer service. We are committed to ensuring that every Coach experience is a positive one, and we regret to learn of ******* ******* recent experience.
  
  We understand that ******* ****** has initiated a chargeback dispute through ******. As this dispute is currently open, Coach is unable to take further action at this time. Once the dispute is resolved, we will be happy to assist further, including accepting a return beyond our standard 30-day policy. Please note, disputes can take up to 45 days to resolve.
  
  Should the dispute be closed in Coachs favor, we kindly ask that the shoes be returned to our facility. To ensure proper processing, please include a note with your name, address, phone number, order number, and clearly indicate Return Reason Code: "D" (to notify our ****************** that the item is being returned due to damage). We recommend ******* and highlighting the return reason for visibility. We have sent a new prepaid *** label to ******* ********* email address on file, for convenience.  Once received, the return will be processed within 710 business days.
  
  We appreciate the opportunity to address this matter and remain committed to providing quality service and support.

• Initial Complaint

  Date:07/05/2025

  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.

  Complaint Title:Incomplete Delivery and Refusal to Issue Refund for Missing Complaint Description:I placed an order with Coach through their official website which included three items on June 19th. According to their shipping update, the package was marked as delivered on June 26, 2025. However, only one item was physically received. The delivery photo provided does not clearly show my property or a recognizable location.I immediately contacted Coach customer service and confirmed that I did not receive the other two items. After checking with neighbors, my leasing office, and reviewing security footage, I confirmed the package was not delivered to me.Coach has stated that the two missing items are no longer in stock and therefore cannot be replaced. Despite this, they are only offering a merchandise credit. I did not pay with store credit I paid with my own funds and I do not want to be forced into a merchandise card for items I never received.I reviewed their return and refund policy and found no clause that restricts refunds in the case of missing items marked as delivered.I have made multiple requests to escalate the issue and have been told a refund is not an option. This is unacceptable. I am requesting a full refund for the two undelivered items to my original method of payment.Resolution Requested:A full refund to my original form of payment for the two items not delivered.

  Business Response

  Date: 07/16/2025

  Dear Sirs,
  
  Coach has received ***** ******* BBB complaint. As you know, Coach strives to produce high-quality products and ensure a positive experience for its customers. Therefore, ******************** is truly sorry to learn of ***** ********* frustration with the delivery of the order. We want to make sure that every Coach experience is a positive one for our customers.
  
  After conducting a thorough investigation, Coach has confirmed that all three items were indeed included in the packages and delivered to the address on file. Furthermore, Coachs inventory counts align with the correct shipment of all 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 ***** ******** order.
  
  As Coach prides itself on superior customer service, we have offered ***** ******* the option of a physical or electronic merchandise credit in the amount of $161.50, as the items are currently out of stock, even though it was not Coachs responsibility to replace the package.
  
  We invite ***** ******* to contact our *************************** at ************, for their merchandise credit. It is against Coach policy to provide a refund for shipments that show as delivered, unless all items are returned.
  
  We look forward to welcoming ***** ******* into our stores and online again in the future. 
  

• Initial Complaint

  Date:06/23/2025

  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 have a recent order ************  One item was missing and an *** claim was filed and *** said they paid the claim out to coach outlet. Coach outlet refuses to refund me for the missing item still.

  Business Response

  Date: 07/01/2025

  Dear Sirs,

  Coach has received *** ****** BBB complaint. As you know, Coach strives to produce high-quality products and ensure a positive experience for its customers. Therefore, ******************** is truly sorry to learn of *** ****** frustration with the delivery of the order. We want to make sure that every Coach experience is a positive one for our customers.
  
  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 Urs Dalys order.
  
  As Coach prides itself on superior customer service, we have offered *** **** the option of a physical or electronic merchandise credit in the amount of $246.66, as the item is currently out of stock, even though it was not Coachs responsibility to replace the package. 
  
  We invite *** **** to contact our *************************** at ************, for their merchandise credit. It is against Coach policy to provide a refund for shipments that show as delivered, unless all items are returned. 
  
  We look forward to welcoming *** **** into our stores and online again in the future. 

  Customer Answer

  Date: 07/03/2025

  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]

  Item was missing from the package. Package was received damaged. Item must have been lost in transit as package was damaged. *** claim reimbursed coach outlet for the lost and missing item. Therefore coach outlet can reimburse me based on the reimbursement they received from ups.  

   

   

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

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  Business Response

  Date: 07/16/2025

  Dear Sirs,
  
  We acknowledge receipt of *** ****** BBB response and are sorry to learn of their dissatisfaction with Coachs policies and procedures.
  
  Please accept our apologies for any inconvenience this matter may have caused. At Coach, we take all customer concerns seriously and are committed to ensuring a fair and transparent resolution process.
  
  Following a thorough review, we have confirmed that the package in question was delivered to the correct address. Our records include photographic evidence showing the package was sealed and intact at the time of delivery. Additionally, the packages weight is consistent with the inclusion of both items. It is important to note that the damage was reported two days after delivery, and no issues were raised with the courier at the time of receipt.
  
  Given these findings, we are unable to offer a refund. However, as a gesture of goodwill and in keeping with our commitment to customer satisfaction, we can offer a merchandise card totaling $243.16. This card does not expire and may be redeemed online, in stores, or by phone.
  
  We appreciate the opportunity to address this matter and remain dedicated to providing quality service and support.

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello this is regarding price adjustment for my order ************ The last customer service said he put notes in my order and I can just pickup the bag in store. However, after I picked up the purse, the next customer service rejected my request. I bought the purse and the price changed within 10 minutes (I assume it was because it just hit midnight) I couldve just cancelled the order and place it again, but the customer service person said no worries just pick it up and theyll adjust it for me afterwards.After I picked up the purse I reached out a few days later, and I got rejected right away. This is baiting me to pickup the purse for my wife and switch it on me. My wife has been a long time owner of coach bags, from the US versions to the regional specific versions in ***** and *********, and I buy them as gifts for my mom and mother in law for the last 10+ years, and this is the first time Im using coachs website to make a purchase since this was a specific design my wife wanted and I got it for her b day. I cant believe this is the kind of service that coach is providing. I trusted the customer service and Im attaching the screen shots in this complaint as well with the interaction with the customer service. This really ticked me off.The screen shots shows when the customer service initially told me they will put a note in my order so I can just pickup first and I can reach out for them to adjust the price after, and the next screen shot shows the customer service rejecting the price adjustment.

  Business Response

  Date: 06/10/2025

  Dear Sirs,
  
  We have received a BBB complaint from **** ***. We are sorry to learn that **** *** had an unsatisfactory experience with our online Coach customer care, and we apologize for any inconvenience caused. It is our priority to ensure that every customer's experience with ******************** is positive.
  
  We are sincerely sorry to learn that **** *** had an unsatisfactory interaction with our online customer care team. At ********************, we are committed to delivering exceptional service, and we regret any inconvenience this situation may have caused.
  
  Upon reviewing the case, we found that **** *** initially contacted us on May 29, 2025, to request a price adjustment of $9.00. Regrettably, it appears that this initial request was not received or processed. **** *** followed up with Coach on June 4, 2025, and Coach promptly issued a refund of $9.00 to their original form of payment on the same day.
  
  We appreciate **** **** patience and understanding, and we hope to have the opportunity to serve them again in the futureboth in-store and online.

• Initial Complaint

  Date:06/06/2025

  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 an all black briefcase for my wife from the Coach Outlet website. When it arrived, she removed all the protective coverings and tags before realizing that the interior accents (the credit card holder, penholder, zipper tags, the leather patch, etc.) were all in this light brown color. The website clearly shows that everything, inside and outside the bag, are in black. I would not have bought the bag if I knew the interior had light brown leather that does not match the rest of the bag at all. I contacted Coach Outlet customer service and sent them photos of the bag I received and the photo from the website. The supervisor I spoke to said I could not return the bag because it was already used and all they could offer me was 5% off the purchase price, which isn't even $20. I told them that they were conducting false advertising but they said that the picture is too dark to tell what color the leather is, however it is very obvious in the website photo that those items are shown in black. I should get what I pay for, I should have received the bag I bought based on the photo they show on their website, that is the definition of false advertising. After doing some research online, this is a common occurrence and happens all the time.

  Business Response

  Date: 06/10/2025

  Dear Sirs, 
  
  Coach has received ***** *********** BBB complaint. As you know, Coach takes great 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 truly sorry to learn of ***** *********** frustration with the recent order attempt. 
  
  Based on the information provided (Name, Address, Email Address, and Phone Number), Coach was unable to locate an order. Coach is willing to research this matter further but would recommend that ***** ********* reply to this response with the Coach order number or contact Coach ************* at ************ with the order number. 
  

• Initial Complaint

  Date:06/03/2025

  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.

  Purchased and returned a Tabby bag via ************************** The bag and merchandise credit was refunded on 5-23-2025.The merchandise credit was sent to the an old email address. I provided my current email address to the *** while doing the return via on phone call and was assured that the credit would be sent to my my correct email address. After calling multiple times and being told many, many different things I was finally informed the credit was issued to the dormant email address. I have tried resolving this and am very frustrated. The ***resentatives are very cavalier about me being out almost $500.O have yet to receive my credit.

  Business Response

  Date: 06/06/2025

  Dear Sirs,
  
  Coach has received a complaint from ******* ******** filed with the Better Business Bureau. As you know, we strive to create products of the highest quality and ensure that every customer has a positive experience.Therefore, we are truly sorry to learn of ******* ********** frustration regarding their recent return. Our standard procedure is to provide a refund in the form of merchandise credit for items that were exchanged previously in one of our Coach stores. Consequently, the merchandise credit would have been processed to the original email address we had on file.
  
  Our customer care representatives spoke directly with ******* on 6/2/2025 and 6/3/2025. Subsequently, on June 4, 2025, the customer was assisted ************************* with a physical merchandise credit in the amount of $485.10. 
  
  Once again, we apologize for ******* ********** dissatisfaction with their recent experience. We take customer feedback seriously, and rest assured, concerns will be addressed appropriately. Coach hopes to welcome ******* ******** back to our stores and online in the future.
  

• Initial Complaint

  Date:05/31/2025

  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 order number is *********** . I have been a coach buyer in store and online and spent a lot of money buying lots of bags. I had an issue where my bags were not delivered to my home . I was expecting my $1600 order to be delivered to me in hand or *** leaving a slip. I contacted coach and they offered a reship however they said that I would not be able to return if I wanted to get my money back. That seems unfair because I ordered so I can see which bag I liked and return which ones I didnt want. If they reship I would not be able to get a refund and I asked for a refund not reship and they said they dont do that. I contacted ****** to submit a claim but since coach debited my order two times separately it was two ****** claims. One claim I won because packages over 1k should have a signature but I lost the $600 remaining portion. I am a student and cannot afford to lose $600 on something I never received. I just want my money back I cant believe a company I spent so much money on would treat customers in this way. I would please like my money back since I never received my items. You can see my account history I buy in store and online.

  Business Response

  Date: 06/10/2025

  Dear Sirs: 
  
  Coach acknowledges receipt of the BBB complaint submitted by **** **** regarding Order ***********.
  
  Coach takes great pride in the craftsmanship of its products and the high standard of customer service provided. Every effort is made to ensure that each customer experience reflects these values. Regretfully, it has come to Coachs attention that **** **** reported a missing item from the order, which understandably caused frustration.
  
  In response, Coach offered a one-time complimentary replacement of the missing item, valued at $393.75, based on **** ****'s report. However, the customer declined the replacement and requested a refund to the original form of payment. As per Coachs policy, reshipped items are not eligible for refund to the original payment method.
  
  Following the declined resolution, **** **** initiated two chargeback disputes through the payment providerone for $1,018.50 and another for $624.75. The dispute for $1,018.50 was resolved in Coachs favor. The dispute for $624.75 was resolved in **** ****'s favor, and the amount has been refunded to the original payment method.
  
  Coach remains committed to delivering exceptional service and looks forward to the opportunity to welcome **** **** again in-store or online.