ComplaintsforTapestry, Inc.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I submitted a return request on Saturday, May 25, 2024, for order number ***********, consisting of three items. The instructions asked me to use the provided address to mail the return and to include the packing slip. The shipping address was *****************************************************************. The items were confirmed as returned by **** and were delivered on June 15, 2024, according to tracking number **********************. It has been 43 days since the delivery, and I have not received a refund or any indication of a refund. The three items were brand new and returned within the required timeframe, so I am owed $395.35. I am requesting that a refund be issued as sufficient time has passed, and it is unfair to file a complaint to receive the refund. I have attached the documents, including the packing slip and return label, that support my claim. Thank you for your assistance.

  Business response

  08/07/2024

  Dear sirs,
  
  We have received ***************************** BBB complaint regarding the recent return request. Coach sincerely apologizes for any inconvenience or disappointment they may have experienced during this process.
  
  Upon reviewing this case, Coach has confirmed that a refund was initiated as per ***************************** request. Coach records show that a manual refund was processed successfully in the amount of $395.35.
  
  Coach understands that timely refunds are crucial, and we regret any delay that occurred. Rest assured, the refund has been processed successfully, and you should expect to see the funds back in your account within 2-5 business days, as per standard banking procedures.
  
  We take feedback seriously, and we appreciate ***************************** patience and understanding throughout this process.
  
  We look forward to welcoming *************************** to shop with Coach in the future.

  Customer response

  08/07/2024

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

• 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

  07/22/2024

  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

  06/14/2024

  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.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Coach backpack in July 2023. Item is XGRN LTH ************* IM/B (************). The product is defective, which was confirmed by store associates at Coach Outlet Milpitas, CA (*************************************). I requested a repair or replacement of the same item, but both options were rejected. I was offered a merch card in the amount of my purchase price. However, the item was purchased during a promotion with a large discount. As a result, I am unable to make a new purchase of a similar backpack (Large Court Backpack, Gold / Black, style # ****) without having to pay extra to cover the price difference due to Coach's price increase since last year. I think it is not fair to customers when ******************** sells defective products, refuses to provide repair or replacement, and asks customers to pay extra in order to get a functioning product. I am requesting either a repair of the defective product, or a replacement of Large Court Backpack #**** without extra charge. Thank you.

  Business response

  05/14/2024

  Dear Sirs,
  
  We have received ************** Better Business Bureau complaint regarding the recent warranty evaluation. As you know, at Coach, we take great pride in not only the excellent craftsmanship of our products but also our superior level of customer service. We offer a one-year warranty on our handbags, briefcases, and small leather goods. For any manufacturing defects within this warranty time frame,repairs are on us.
  
  In the event that an item is deemed to be defective within the one-year warranty period and cannot be repaired, Coach will offer an exact replacement. If a replacement is no longer available, Coach will offer a merchandise credit for the full amount paid. Please note that we are unable to offer a merchandise credit for more than what was paid, nor can we offer a replacement for an item that is higher priced.
  
  Coach is happy to re-evaluate ************** bag with our expert artisans. The repair process will take 4-6 weeks from the time we receive the item. *************** may send the bag to our Repairs Workshop for an evaluation. We have emailed *************** a return label. We recommend printing this label and dropping your bag off with UPS.Once received, an email will be sent with a determination.
  
  We also advise *************** to include a note with their address, daytime phone number, and email address, along with a copy of this message for reference.

  Customer response

  05/14/2024

  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]

   In this case, could you please check and see if a replacement of the exact same product is available? The product on my receipt is listed as: XGRN LTH JORDYN BKPK - IM/B ************ F76624 IMBLK ONE.

   The address on the shipping label is incorrect. For privacy concerns, please contact me (email or phone) directly for the correct address. Thanks!

   

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

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

  Business response

  05/24/2024

  Dear Sirs,
  
  We are in receipt of ************** BBB response.
  
  Coach is sorry to advise, the Crossgrain *********************** is no longer available for replacement. We are sorry the label was sent with the incorrect address,the address used was on file for *************** based on the email address provided in this complaint.
  
  Coach has reached out to *************** via email to obtain the correct address so another label can be sent. Once received, Coach recommends *************** drop the bag off with **** Please include the repair service request form as well as a copy of this complaint. The request form can be found at the following link.  ***********************************************************************************************************;

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/25/2024, I was discriminated against, assaulted, and disrespected by an undeserving rude black male employee, who claimed he was the manager at the Coach store, he said his name was ****, and he said he did not have a last name, and he was incapable of making a sale at the Coach store as an employee. I wanted to purchase a bag charm (quoted as being $50, by the sales employee) for a new Coach bag I am getting in the mail shortly, and he was incapable of selling me the charms. When I asked him why I could not purchase the bag charm, he made up a stupid, lame ridiculous excuse that I had to have the bag with me, and they did not put charms on Coach outlet store brands. When I told him the name of the Coach bag I purchased, he was incapable of knowing the difference between a store Coach bag and an outlet bag, however he was claiming to be the store manager. People like this should not be working at a Coach store.

  Business response

  05/08/2024

  Dear Sirs:
  
  We have received Renee *****************;BBB complaint regarding the experience in store. We are sorry to hear that **********;****************;is disappointed with the recent experience. Coach is known for its excellent craftsmanship of products and superior level of customer service. ******************** strives to ensure that every Coach experience is a positive one for our customers.
  
  Please be assured that Coach takes every complaint seriously, and the store in question has been made aware of the situation. **********;****************;will be contacted directly to address their concerns.

*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. ↩