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

  
• 

  Tapestry, Inc.

  45 N Arkansas Ave Spc 602 Atlantic City, NJ 08401

• 

  Tapestry, Inc.

  50 Water St. Lee, MA 01238

• 

  Coach

  7400 Las Vegas Blvd S Ste 404 Las Vegas, NV 89123-1005

• 

  Tapestry, Inc.

  2905 E Skyline Dr # 265 Tucson, AZ 85718-3094

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:02/27/2025

  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 ordered from them on Black Friday so in November 2024. I never got my package and I found out it was because a unit number wasnt provided. They NEVER updated or contacted me to let me know. I didnt find out until I reached out a month later to customer care. They told me they would refund me but never did. They acknowledged that I didnt receive my goods and promised a refund by December 24, 2024 (this was over the phone December 23, 2024) and it never happened. Ive reached out numerous times and never get a clear answer. I got tired of it and stopped calling. Coach outlet and Afterpay have done me so dirty on this. No refund from either side. Scammy businesses both of them. I just want my money back at this point. I no longer wish to do business with them EVER again.

  Business Response

  Date: 03/07/2025

  Dear Sirs,
  
  We are in receipt of *** ****-********* BBB complaint regarding the recent order. 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.
  
  We have researched this inquiry and can confirm that the packages were returned to sender because the apartment number was not entered at checkout. Coach attempted to process a refund; however, *** ****-******** disputed the charge with Afterpay. After the dispute was closed, *** ****-******** disputed it again.
  
  Due to this open chargeback,Coach is unable to provide further assistance. Once the dispute is closed in Coachs favor, we can attempt to reprocess the refund in the amount of $54.36.Please note that it can take up to 45 days to settle a dispute.

• Initial Complaint

  Date:02/27/2025

  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.

  ORDER NUMBER: #*********** ORDER DATE: FEB 15, 2025 I placed an order for an ***** slim brief in signature canvas in the amount of $200.09. If you track the order of my address and track where the *** delivered is two different cities. I called and I told coach customer service that I never received the package if you track it the issue speaks for itself. They said they would reship the briefcase with express shipping. They never sent a email with a reshipment tracking. I called on Feb 26th and I spoke to a representative by the name of ***** who said that the order was reshipped and it was refused by the receiver. He says it looks like it was sent back to a different city than what is my address and that's why it was refused wherever they shipped the package. He said on February 25th the package was received back to the coach warehouse in ************. I told him with all this headache I just want my refund back to my original form of payment I will take my business elsewhere. This is my first and last time using coach. Terrible. You pay for something and then you don't receive it and on top the customer service stinks. He said the refund will be issued back to my original form of payment on MARCH 21st the refund can take up to three weeks to process. I think that's ridiculous. I want my refund processed back to my original form of payment ****.

  Business Response

  Date: 03/07/2025

  Dear Sirs,
  
  We are in receipt of **** ******* BBB complaint regarding the recent order. 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.
  
  After researching this inquiry, Coach found that the package was delivered to **********, ** instead of *******, **. A replacement was sent to **** ******, which was subsequently returned to the return facility.
  
  Coach has submitted a request for the refund to be processed. **** ****** should expect to receive these funds within 3-5 business days.
  
  Coach looks forward to welcoming **** ****** back into our stores and online again in the future.

  Customer Answer

  Date: 03/12/2025

  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:02/21/2025

  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 was instructed to return my Rogue 39 bag in Peanut because it was sent to me in a used and dirty condition from the coach store at ************. However, I was shocked to receive the same bag back, still in the same condition. This is completely unacceptable.I have contacted them in store and via the phone with no luck. Below is a detailed account of my experience:Purchase Date: 01/20/25 I ordered and paid in full through PBL, even adding a custom tag. The store manager assured me the bag would arrive the next day. However, after several days, they informed me that the bag was damaged. They offered to reorder it, and since I wasnt in a rush, I agreed.After 1011 days with no updates or responses to my messages, I contacted my credit card company and initiated a stop payment. The very next day, I suddenly received a text saying another bag was comingonly after I took action.After nearly two weeks of waiting, I had enough and canceled my order. Ten days lateron day 23 after my original purchasea package arrived ********* custom tag was missing.The bag was clearly used, with a stain and visible wear.The lack of communication and disregard for my cancellation was unacceptable.I checked my credit card, and the refund still hadnt been processed. It wasnt until I escalated to corporate that I finally got my Return label. Then the purse arrived again on February 19th. At this point, I expect a refund to be issued immediately and for this issue to be addressed properly. This experience has been frustrating and completely avoidable..Also I expect your store manager ******* **** to be reprimanded.

  Business Response

  Date: 03/07/2025

  Dear Sirs,
  
  We are in receipt of ******** ********** BBB complaint regarding the recent purchase. 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.
  
  ******************** has researched ******** ********** purchase and confirmed that ******** ********* returned the Rogue 39 in Peanut. Coach attempted to refund this purchase; however, the refund failed because ******** ********* opened a chargeback dispute with their financial institution. Once this dispute is closed in Coachs favor, a refund can be processed successfully.
  
  Coach recommends ******** ********* reach out to the financial institution for assistance.

  Customer Answer

  Date: 03/13/2025

  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 by the company but I would like to change how I want it resolved:

   

   I would like the store manger reprimanded and leave this as a negative complaint visible for others to see because my credit card company had to resolve it for me.  The company didnt respond to my credit card companys request for information. Also, the store manger reached out and apologized and basically blamed me for him his unprofessional behavior.  Only after I wrote reviews and blasted him via Facebook. 

   There wasnt a Misunderstanding. I think he either used the bag and sent it to me when he was done and made a personalized tag for himself and kept it. I asked him to cancel the order before he sent it and he sent it because it was used and he knew it. 

   

   

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

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

• Initial Complaint

  Date:02/21/2025

  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.

  Order date: 02/13/2025 I paid the business $219.40 I was to receive the package, but the package was not what I ordered, this was for a valentines gift, and I sent it to someone else, they told me that they had received the package but it was empty, I was confused because I had ordered her something so when she told me it was empty I thought she was joking, but she said it was just an empty package.I reached out to them, and told them of my issue they said that they were sorry, but they did not offer refunds, they also made it a hassle if I was to get it again they told me to choose a new address , this isnt for me because Im a guy and I dont live with my girlfriends family or in **********, so I have no idea how this situation would be, so I just decided for a refund they denied it . I would really just like my money back and place this order somewhere else !

  Business Response

  Date: 03/07/2025

  Dear Sirs,
  
  We are sorry to hear about ***** ******* recent experience with the delivery of their order. *** is Coachs preferred delivery carrier, and we ship our packages via insured and traceable means. This order was delivered as addressed.
  
  To demonstrate our commitment to superior customer service, we offered ***** ****** a one-time accommodation replacement set of goods worth $219.40, even though it was not Coachs responsibility to replace the delivered package. This offer was declined. As an extenuating circumstance, we can issue an electronic merchandise credit in the amount of $219.40.
  
  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 recommend that ***** ****** contact Coach ************* at ************ to process this request. We are unable to offer a return or exchange on the replacement.

  Customer Answer

  Date: 03/18/2025

  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:

  I was waiting for a response back this whole time, but for some reason it was not showing up on my phone that I had been e-mailed back. I logged on my computer today for the first time in a while, and it showed.
  
  
  I apologize on my behalf for the late reply.
  Is there any way I could still receive the resolution? I was given, "As an extenuating circumstance, we can issue an electronic merchandise credit in the amount of $219.40." as a resolution, and I'd be happy with that.

   

  Please let me know. I'm still at a loss for the money.

   

  ID # ********

   

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

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

  Business Response

  Date: 03/28/2025

  Dear Sirs,

  We have received ***** ******* BBB response. We appreciate the opportunity to assist ***** ******. An electronic merchandise card has been sent to ***** ******. Reference order number ************ for $219.40.

  We look forward to welcoming ***** ****** into our stores and online again in the future.

  Customer Answer

  Date: 04/05/2025

  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:02/19/2025

  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.

  My address is ********************************** and my package was delivered to ******************************. I have contact Coach seven times regarding my item. I was first told that a refund could not be issued until *** marks the package as lost. on February 6 *** issued a resolution to Coach because they were unable to retrieve my package. Coach stated because the package is marked as delivered they cannot issue a refund only a merchandise gift card. This is unacceptable I didnt pay for this item with a gift card! In would like my funds refunded to my original payment method.

  Business Response

  Date: 03/04/2025

  Dear Sirs,
  
  We have received ********* ***** BBB complaint regarding order *********** and are sorry to hear about the recent experience at Coach. We apologize for any inconvenience caused and want to ensure that every Coach experience is positive for our customers.
  
  ******************** has confirmed that ********* *****' order was delivered with *** tracking number ******************. Because Coach takes pride in its superior level of customer service and values each customer, we provided ********* ***** with a one-time accommodation merchandise credit for the Puffer Vest in the amount of $128.83.
  
  The merchandise card was sent and subsequently used to place a new order *********** on 2/1/25. Since Coach sent the merchandise card and the card was used in full, Coach considers this matter closed.
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  Having an issue and it seems as though *** and Coach don't know what the next steps are so I have to file a complaint. Ordered a Coach Wristlet. Order #************ I received the wristlet February 6th and returned it the same day. The package got to ******************** and has NOT moved since February 7th. It was supposed to be delivered back to Coach on February 10th. It's currently February 13th with ZERO movement. I called *** today and spoke with a *** that told me that Coach would have to be the ones to initiate the investigation because they're the ones that created the return label. I called Coach customer service and the ******************** told me that I would have to be the one to open an investigation since I sent it back. I'm not interested in going back and fourth between Coach and ***. I did my part by dropping it off and mailing it back. The problem is ... I used Klarna to pay for the purchase and they gave me an "Instant Refund" in anticipation that Coach would refund upon receipt of the item. After awhile, Klarna will cancel the instant refund and resume payments if Coach doesnt process the return. I can't be charged fir merchandise that I don't have. I really need this issue rectified. I'm posting screenshots of the Klarna order AND tracking information for the package.

  Business Response

  Date: 03/04/2025

  Dear Sirs,
  
  We have received a BBB complaint from ******* ******* regarding recent orders with Coach. We sincerely apologize for any inconvenience caused and are sorry to hear about their experience. At Coach, we always strive to provide a positive experience for our customers. We take feedback from our customers seriously, so please be assured that ******* ******** concerns will be addressed appropriately.
  
  Coach is sorry ******* ******** package was lost with the courier in transit to the return facility. ******* ******* has contacted customer care, and a refund was issued even though it was not Coachs responsibility to refund an item we did not receive. This issue has been resolved with our customer care team.
  
  ******************** hopes to welcome ******* ******* back into our stores and online again in the future.
  
  

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  Even though this matter is resolved, I would like to respond to the reply that Coach made. 

  It IS Coachs' responsibility to refund an order that was lost in transit back to the facility. The return shipping label was provided by Coach. Which means that ultimately, Coach is the "sender" for the package. When I contacted ***, they advised me that because Coach is the one that created the return label, they're the ones that file the claim for reimbursement of the lost package. Furthermore, that response was unwarranted. A simple "We're sorry for the trouble, your order has been refunded" would have sufficed. 

  With that being said ... I will no longer shop at Coach.

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

  
  

• Initial Complaint

  Date:02/13/2025

  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.

  I purchased an order over a 100 dollar value. The couch outlet facility shipped it to the wrong address. They gave me a delivery photo of where they sent it. It did not match my property. I send photos of my property along with additional evidence that my items were not delivered. They disregarded this. I asked for a refund becuase they did not forfill their part In the transaction. I filed a police report and a ******** a smalls claim court and they are not complying with any of my civil right actions. Basically they are not providing full costumer service and are not taking responsibility for thier mistake of sending it to the wrong address. It's going against all consumers rights. ****** are the two photos that do not match. The complex with the red door is mine. The other is the unknown location where it was delivered

  Business Response

  Date: 03/04/2025

  Dear Sirs,
  
  We are sorry to hear about ***** ********* recent experience with the delivery of their order. *** is Coachs preferred delivery carrier, and we ship our packages via insured and traceable means. This order was delivered as addressed.
  
  To demonstrate our commitment to superior customer service, we offered ***** ******** a one-time accommodation replacement set of goods worth $173.00, even though it was not Coachs responsibility to replace the delivered package. This offer was declined. As an extenuating circumstance, we can issue an electronic merchandise credit in the amount of $173.00.
  
  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 recommend that ***** ******** contact Coach ************* at ************ to process this request. We are unable to offer a return or exchange on the replacement.
  
  

• Initial Complaint

  Date:02/04/2025

  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.

  Bought a bag called the Brooklyn bright home to wife she opened there was glue hard raised glue on the front of bag so she returned when she went to ********. We do not live on that island. She exchanged for a western tabby bag. Got home opened it up took out cardboard packaging there was a red sticker with an arrow pointing at a big stain. Called they said it was marked damaged they apologized didnt know how it got back in inventory. They sent us a label we mailed bag back and asked for a different bag. We got the empire 40. It was sent to us. On Sunday Feb 2 we deciders to go into town at around 3pm my wife said lets take the new bag. I cut rage she put a few things in it walked out to car. Drove to town to an electric car charger. Coincidentally ***** the sales associate texted me asking if we got bag I said yes we liked the new style of bag and sent picture. Got done charging and went to go shopping. We got out car went to zip bag closed and it broke. I was still texting conversation with ***** the store manager I said you will not believe this this bag just broke sent picture to which the rely was Ill have to bring it in and they will have to send it in for repair for at least a month. I said that we didnt even get to actually use it cut tag and it basically broke I didnt find that acceptable he told me I could pay and mail it to repair center myself. From ****** that would cost a lot. After all Ive gone through with this store I get a bag I never was able to use and now have to send it away for a month for repairs of a bag that didnt even get to be used. Find this unfair and unacceptable. I didnt have the bag for months and get use it instantly broke. This bag was $700. The fact Coach isnt embarrassed by this is unbelievable to me. The bags zipper is unusable and you cannot close the bag. Thats an important function.

  Business Response

  Date: 02/18/2025

  Dear Sirs,
  
  We have received a BBB complaint from ******* ********* regarding recent orders with Coach. We sincerely apologize for any inconvenience caused and are sorry to hear about their experience. At Coach, we always strive to provide a positive experience for our customers. We take feedback from our customers seriously, so please be assured that ******* *********** concerns will be addressed appropriately.
  
  ******* ********* has contacted customer care, and the issue has been resolved with our customer care team.
  
  ******************** hopes to welcome ******* ********* back into our stores and online again in the future.

• Initial Complaint

  Date:02/03/2025

  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.

  Order number: *********** Purchase date: 11/12/2024 Amount : $209.14 I made an order online to buy a coat from Coach Outlet on 11/12/2024, but it is smaller than usual when I tried on. After the holiday, on 1/29/2025 I drive 1 hour to their coach outlet store, tried to return , but their store sales told me I can not return it since their return window was closed on 1/12/2025. I had to carry it back to my home and waste my money and waster my time. But there are some reason I can not accept it.1. There is no any return window date notice or message mentioned on my order confirmation email.2. Last year the return window was 1/31 for the any holiday season purchase, why this year it was changed to 1/12, and the store staff told me, the return window changed every year, it is not totally make any sense, the customer can not know the exactly date of every year, the Coach Outlet just make cheat for their customer.I would like to ask help to return the coat and get my money back

  Business Response

  Date: 02/14/2025

  Dear Sirs,
  
  We have received ***** *** Better Business Bureau complaint and appreciate the opportunity to address it. At Coach, we take great pride in our craftsmanship and superior customer service. We strive to ensure every Coach experience is positive, and we are truly sorry to learn of ***** *** experience.
  
  Coach offers a 30-day return window for all items, which must be unworn, unused, and include all tags, parts, and accessories (including boxes). To accommodate holiday returns, we extended our return window for orders placed from 11/1/24 to 1/12/25. ***** ** placed order *********** on 11/22/24 at 10:26 AM EST, which falls within our holiday returns window. However, ***** ** contacted customer care on 1/30/25, which is after the extended holiday returns period had ended.
  
  For reference, our holiday return window last year allowed purchases made from 11/1/23 to be returned until 1/16/24. In previous years, the return window has also ended around the same time, and it has not extended past January 16th. The holiday return timeframe was prominently displayed on our website starting 11/1/24 and remained online until 12/13/24. Purchases made after 12/13/24, will fall under our standard 30-day return policy.
  
  Should ***** ** wish to return their order, we can provide a prepaid label; however, the return will be processed for a merchandise credit only. If this order is returned, it will take 7-10 business days to process. Please note that personalized items may not be exchanged or returned.
  
  We hope to welcome ***** ** into our stores and online again soon.

  Customer Answer

  Date: 02/14/2025

  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. But how to get my prepaid return label and how to get my refund store credit card?
  
  Sincerely,
  
  ***** **
  
  
  
   
  
  

  Customer Answer

  Date: 02/21/2025

  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:

  Hi Team,

   

   

  Please  reference complaint ID # ********, 

  I am accept the resolved solution, but did not get the prepaid label yet from the business merchant(coach outlet)

   

  Thanks,

  *****

   

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

  
  Sincerely,
  
  ***** **
  
  
  
  
   
  

  Business Response

  Date: 03/07/2025

  Dear Sirs,

  We are in receipt of ***** *** BBB response. As requested, a prepaid label was sent to ***** *** email. The item was dropped off at *** and is in transit to Coachs facility. Once received, an electronic merchandise card will be issued to the email address listed on the order.

  Coach looks forward to welcoming ***** ** into our stores and online again in the future.

• Initial Complaint

  Date:01/31/2025

  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.

  placed a order for 2 items only received one of the two items because they shipped with *** surepost ( which is a discontinued service) so one of the items ended up returning to shipper. I never got it now thats on me. The issue my refund on January 21. I have yet to receive the refund and when I contact ****** they tell me they dont see the refund on there and thats why I never got the refund. Its a back and fourth thing between ****** and coach. ****** said they reached out to Coach for more information on the refund and they have not responded. Its ridiculous and I want my money back.

  Business Response

  Date: 02/14/2025

  Dear Sirs,
  
  We are in receipt of ***** ******** BBB complaint. 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 India ******** frustration with the recent order.
  
  Coach can confirm that India ********' item was returned to sender through **** SurePost. Coach attempted to refund the requested $84.15 on 1/21/25, prior to the item being received at our facility.However, India ******** disputed the charge for this item. Regrettably, this refund failed due to an open dispute with their financial institution. When a dispute is open, refunds cannot be processed. Coach will be happy to submit a refund for the return once the dispute is closed in Coachs favor. It's important to note that the refund process may take up to 45 days after the resolution of the dispute.

  Customer Answer

  Date: 02/22/2025

  Stories change way too much. Bunch of liars