Business Profile

Leather Dealers

Tapestry, Inc.

Headquarters

Complaints

This profile includes complaints for Tapestry, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

320 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/25/2025
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.
Order#*********** Placed an order for a loop key fob in signature canvas in the amount of $34.45. I never received the package. The order was delivered to a different city upon looking at tracking information. I live in ******* and the order was delivered to **********. Two different cities. I called coach customer service and they said they would reship the item. I guess the item was reshipped and wherever it was delivered was refused. The item was sent back to the warehouse. I called and asked what happened with the order they said it was sent back to the warehouse in ************. They would process a refund and I would have to place a new order. Coach is in possession of the item and still have not refunded back my money. I called and asked them where is my refund back to my original form of payment and the response is always the same we have to wait for the item to be processed back in the warehouse. They are in possession of the item I never received the package. I want my full refund back to my origin form of payment.
Business Response
Date: 05/07/2025
Dear Sirs,

We are in receipt of ****** ******* BBB complaint regarding the recent order. At Coach, we take great pride in the excellent craftsmanship of our products and our superior level of customer service. Our goal is to create products of the highest quality and ensure that every Coach experience is a positive one for our customers.

******************** has investigated this matter fully and found that the courier did, in fact, deliver the package to the incorrect address. Coach processed a replacement, which was subsequently returned to sender by the courier and delivered to our facility. A refund has been processed for this item prior to the BBB complaint being filed.

We invite ****** ****** to contact our ************************ at ************ for any additional assistance needed regarding the order.

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

Customer Answer
Date: 05/14/2025
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.

Sincerely,

****** ******
Initial Complaint
Date:04/10/2025
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.
Dear Coach Customer Care,My name is ******* ****, and I am writing regarding an issue with my recent order (Order *************. Im disappointed to report that this order has had multiple issues, and Im hoping for a resolution.Initially, the package was marked as delivered but was missing upon arrival. I appreciate that a replacement was sent to me promptly. However, when I received the replacement item, I was dismayed to find that it appeared used and damaged.Given these repeated issues, I have decided to return both itemsthe original (once located) and the replacementas neither meet the standards I expect from Coach. Ive already completed the return process and provided the damaged items ************** now left without the product I originally wanted, despite having gone through this process twice. This has been frustrating and disappointing, especially given my past positive experiences with your brand. I would like to know what Coach can do to make this situation rightwhether through a refund, store credit, or a resolution that reflects the inconvenience and dissatisfaction caused.Please let me know the next steps. I can be reached at ***************** for any follow-up.Thank you for your time and understanding.Sincerely,******* ****
Business Response
Date: 05/06/2025
Dear Sirs,

We are in receipt of ******* ****** BBB complaint regarding the recent return. We are sorry to hear that ******* **** is unhappy with the recent experience at Coach, and we apologize for any inconvenience caused. We strive to ensure that every Coach experience is positive for our customers.

******************** can confirm that a strap from order *********** was received, and a refund was processed to the Klarna account. The refund amount is $206.70.

We hope to welcome ******* **** into our stores and online again in the future.
Initial Complaint
Date:04/04/2025
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.
Hello I had an extremely unpleasant situation with COACH order #: ***********. After receiving the package I realized that the items did not fit me and returned them in the same condition as I received them using the label they gave me ******************* They received this parcel a long time ago and immediately approved the refund then after more than 2 weeks I have not received the refund. I contacted them about it again and they said they would not give me my refund for reasons I don't understand, which they didn't explain and didn't provide any proof. They also said that they returned the items I received back to me under tracking ****************** but this parcel already has the status of damaged or stolen while I have not even received it yet. I tried to contact their manager about this situation 2 days in a row but was ignored despite being assured that the manager would contact me every day. I am very upset about my experience with this company and their attitude towards customers and I just want my money back, I have nothing to do with the mess in their company and I am not responsible for the parcel they supposedly gave me back. I am tired of wasting my time and nerves trying to contact them, so I am asking for your help.
Business Response
Date: 05/01/2025
Dear Sirs,

Coach has received Khrystyna Penkovskas BBB complaint regarding their return request. At Coach, we take great pride in the excellent craftsmanship of our products and our superior level of customer service. Our goal is to create products of the highest quality and ensure that every Coach experience is a positive one for our customers.

Upon fully investigating this complaint, our returns department has confirmed that a package was received; however, the item inside was not Coach merchandise. Without the actual product being returned, we are unable to issue a refund, provide credit, or offer any accommodation. We apologize for this inconvenience and recommend that Khrystyna Penkovska contact the *** location where the package was dropped off for further assistance.

Additionally, Khrystyna Penkovska has opened a chargeback dispute with ******. As a result, no further action can be taken by Coach once a dispute is open.

We apologize for any inconvenience this may cause and appreciate your understanding.
Initial Complaint
Date:03/28/2025
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.
the order was placed on the 23nd october 2024, amount *****.The seller stated the return package was not received back so there is an investigation opened with carrier, the carrier has confirmed that they have misdelivered the package to a wrong address and paid out for this claim, however the seller is saying that they need to get the items delivered back to be refunded, lost in transit or misdelivered by the carrier was not a reason they could refund, this is ridiculous, seller just took money from *** without refunding me, i NEED MY REFUND BACK AS THAT WAS NOT MY FAULT, THE RETURN LABEL WAS ALSO GENERATED BY SELLER.
Business Response
Date: 04/24/2025
Dear Sirs,

Coach has received ***** ******* BBB complaint regarding their return request. Coach takes great pride in the excellent craftsmanship of its products and its superior level of customer service. We strive to create products of the highest quality and ensure that every Coach experience is a positive one for our customers.

Upon thorough investigation of this complaint,Coachs returns department has confirmed that the package in question never arrived at the return facility. As such, Coach recommends that ***** ****** initiate an investigation at the location where the package was originally dropped off, as it never left that facility.

Regrettably, without the product being returned to Coach, a refund cannot be processed. Coach apologizes for any inconvenience this may cause.
Initial Complaint
Date:03/18/2025
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.
Hello, I have returned my order *********** it was damaged on the outside and not giftable and the item was damaged and I still have not received my refund even though it was damaged, I had to return it, I would just like some help as these were gifts--and I had to purchase in store for the items for their birthdays for last minute presents please advise as I have returned it and still not received my refund..
Business Response
Date: 04/04/2025
Dear Sirs,

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 *** ****** returned their items with *** tracking number ******************* Per *** records, this package was delivered to Coachs return facility on 3/20/25 and the refund was processed on 3/23/25 which is within our guaranteed return timeframe of 7-10 days. This information can be found online at ************************************************************;

Since this refund was processed successfully, Coach considers this matter closed.
Initial Complaint
Date:03/07/2025
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 # on 2/10/25 coach website They sent an item that was poorly packaged and damaged so I sent it back for a refund, still haven't received a refund and it's been over weeks. Return has been in their possession for over 2 weeks. Called at least minimum 5-6x for updates and i keep getting told it will be escalated and to wait another ***** hrs on multiple occasions. At this point they have their item and my money and as a consumer i have not only done my part in returning their item with lack of quality control and drove with my gas to return it but yet to get my money back
Business Response
Date: 03/13/2025
Dear Sirs,

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.
Customer Answer
Date: 03/19/2025
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:03/03/2025
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.
Missing Coach Bag No Response from **************** Order Number: *********** Issue: I placed an order with Coach, and I have yet to receive my bag. The tracking information has not updated, and customer service has not provided a solution. I have contacted Coach multiple times via email but have not received a response.Desired Resolution: I would like either a full refund Attempts to Resolve: I have emailed Coach customer service,and I have not received a response. This lack of communication is unacceptable, and I am requesting immediate action.
Business Response
Date: 03/07/2025
Dear Sirs,

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.

******************** can confirm that ****** ******* emailed and chatted with the ************* team, and four email replies were sent on 2/27/25.

UPS 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, the ************* team offered ****** ******* a one-time accommodation merchandise card for $210.94, even though it was not Coachs responsibility to replace the delivered package. This offer was declined. Coach can issue a replacement in lieu of the merchandise card.

It is against Coach policy to provide a refund for packages delivered as addressed, nor can a refund be processed 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: 03/12/2025
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]
Thank you for your response regarding my BBB claim. While I appreciate the acknowledgment of my concerns, I would like to further address a few key points.
Delivery Responsibility: ********* may be your preferred carrier, the responsibility for ensuring a secure and satisfactory delivery ultimately lies with the merchant. If a package is lost or stolen upon delivery, many retailers work with customers to resolve the issue in a way that prioritizes customer satisfaction.
Customer Service Resolution: While I understand that Coach offered a merchandise card, my request was for a replacement product, not store credit. Given that I purchased specific items, I believe an equivalent replacement would be the most appropriate resolution.
Policy vs. Customer Loyalty: While I recognize that ******************** has policies in place, leading luxury brands often go beyond policy to ensure a positive customer experience, especially in cases where a loyal customer has encountered an issue outside of their control.

I would appreciate a reconsideration of my request for a replacement product. If this matter cannot be resolved satisfactorily, I may consider further escalation, as I believe this situation warrants a more customer-focused resolution.

Please let me know if there is a higher level of customer service or management I can speak with to discuss this further.

I look forward to your prompt response.

Best regards,
****** *******

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

Sincerely,

****** *******
Initial Complaint
Date:03/03/2025
Type:Order 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, I am emailing to report an issue with my order ************ My order did not arrive, and the coach employee took responsibility because it was delivered to the wrong door. However, the Coach employee only offered store credit because the bag was out of stock and a reshipment. When I asked if I wanted a refund they said they only do store credit even though this is unacceptable for a store to provide. Please advise as I only want a full refund for the *********** order back to the original payment method;
Business Response
Date: 03/11/2025
Dear Sirs,

We acknowledge receipt of ****** **** *** * ***** BBB complaint. At Coach, we take great pride in the excellent craftsmanship of our products and our superior level of customer service. We strive 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 order.

Coach can confirm that ****** **** *** * **** contacted ************* on 2/28/25, advising the agent that the order was not received. As the items were sold out, ****** **** *** * **** was offered an electronic merchandise card, even though it was not Coachs responsibility to replace the delivered package. This offer was declined, as ****** **** *** * **** stated they only wanted a refund.

On 3/7/25, ****** **** *** * **** contacted Coach ************* again, stating they had returned the items that were not received. A refund was processed successfully to ****** **** *** * ********** card for the returned items.

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

**** ******

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Tapestry, Inc. is BBB Accredited.