ComplaintsforTapestry, Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased four items online for overnight delivery. Two items shipped. Two items didn't. Items that didn't ship are still in stock and this was confirmed by company. Contacted the company and was told that items would ship that day and they would email me...didn't happen. Contacted them again and was told I would just have to wait until they shipped. Asked for a manager but was told managers don't come on chat and I would have to wait for a phone call. Asked to cancel and was told, sorry we can't do that. So now I'm here, asking for these items to ship or for my money back.

  Customer response

  04/03/2024

  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

  04/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I made a purchase from the Coach Outlet in *******, ** on Saturday, March 16. The following week, our exact item purchased was 15% off online. We inquired about a price adjustment for our item and contacted Coach customer service. We were told that we need to reach out to our store, which we did. The Coach Outlet advised that we would need to bring the item back in so they can see it before issuing a price adjustment. While this wouldnt be an issue, however, we live 2 hours away. We advised of this, but was told its company policy and we were not able to receive the price adjustment. We paid a good amount and would have wished we couldve been assisted with out having to make the drive down.

  Business response

  04/17/2024

  Dear Sirs,  
  
  We are in receipt of ************************* recent BBB Complaint. We understand that *********************** is upset, and we do apologize for this inconvenience. We take feedback from our customers seriously, so please be assured ************************* concerns will be addressed appropriately.  
  
  After investigating this complaint, the price listed online is for online purchases only. Coach Outlet store prices may vary. Per the details on the receipt provided, Price adjustments for Coach Outlet store purchases are permitted within 7 days of purchase if the item and original receipt accompany the request. Price adjustments are not permitted for online purchases.
  
  Coach is sorry to advise, since these offers are for online purchases only, we are unable to honor the request to apply them to an in-store purchase. Coach offers a 30 day return timeframe for all new and unused merchandise should *********************** wish to return their purchase. Coach will send a prepaid *** label should *********************** wish to return the items to our return center for a full refund. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 23, 2024 I placed an order on the Coach outlet.com website for 2 items, the first is called Nolita 19 and the second item is the weekly pill box in floral print order #***********. I received an email from coach outlet with Tracking ********************* Stating my Oders will be delivered on Thursday March 28, 2024. I received the package with only 1 item and that was only the Nolita 19. I immediately called Coach outlet and informed them of the missing pill box and was told theyre unable to do anything for me because of a previous claim. And they can only reimburse customers once and hung up the phone.

  Business response

  04/10/2024

  Dear Sirs,
  
  We have received a BBB complaint from ******************* regarding a recent order. We are sorry to hear that ******************* is unhappy with their experience.
  
  Coach has checked and confirmed that the Nolita 19 and Weekly Pill Box were included in the package, and the order was delivered to the correct address. Coachs inventory records also match the shipment of both items. At Coach, we always strive to maintain the highest level of accuracy in our shipping processes, and we can confirm that *********************** order was processed, shipped, and delivered correctly.
  
  We regret to inform that we cannot provide a refund or replacement in this case as we are unable to assist with multiple claims of non-receipt or missing items. We apologize for any inconvenience caused.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for my purse March 14. It has been over two weeks. Since Ive placed the order it is still in its processing stage. I have reached out to two representatives who have assured me that I will be getting my package delivered however, still no update. I have requested my order to be processed overnight and delivered with overnight shipping with no additional cost and still nothing. My order number is ***********.

  Business response

  04/10/2024

  Dear Sirs,
  
  We have received ********************************* BBB complaint regarding the order ***********. We are sorry to hear that ***************************** is disappointed with the recent experience. Coach is known for its excellent craftsmanship of products and ************** of customer service. ******************** strives to ensure that every Coach experience is a positive one for our customers.
  
  Due to increased order volume, Coach was experiencing a slight shipping delay. Coach is sorry to hear that ***************************** was disappointed with the delay in processing the order. ********************************* order has been shipped and was delivered on 3/30/24. Due to the delay in processing, a merchandise card was sent for the inconvenience.
  
  We hope to have the pleasure of welcoming ***************************** back into our stores and online again in the future.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2023 my mother purchased a purse for me as a Christmas present. I didn't carry the bag until February 2024 and after carrying the bag twice the leather began to peel. I reached out to the warranty **** and recieved the response that this is normal wear and tear and 0 solutions were offered. Given the fact that I purchased the smaller version of this bag in green a year ago I know it is not normal wear and tear for leather to peal. This is a defective bag that should either be fixed or exchanged under Tapestry's one year warranty for Coach bags. Not honoring the warranty for a defective product is unacceptable and false advertisement of a warranty.

  Business response

  03/21/2024

  Dear Sirs: 
  
  We are in receipt of ********* Kings Better Business Bureau complaint about the gift received.As you know, Coach takes great pride in not only the excellent craftsmanship of our products but also in our ************** 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.? 
  
  Coach is sorry to hear *************************** is having an issue with the item received as a gift. Regrettably, Coach is unable to locate any purchase details nor contacts into the ************* team with the information provided. Additionally, the photos provided on this complaint are unable to be opened/viewed.
  
  Coach is happy to evaluate the bag to determine if it can be repaired or replaced under warranty. The repair process *** take 4-6 weeks from the time we receive the item. *************************** *** send the bag to our Repairs Workshop for an evaluation or visit a Coach store. A prepaid *** label was sent to ********* Kings email address. They *** then use this pre-paid return label to send the bag to our repair workshop.
  
  Coach recommends *************************** include a note with their address, daytime phone number, and email address and a copy of this message for reference.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order in store for a bag that was sent to me damaged. Order no ************************. I was not happy with the damaged bag. The original price of the bag was $550 plus tax. I used my $140 reloved credit during this purchase. When I went in store to return the bag, I ended up exchanging it for another bag, however the reloved credit was not applied to the exchange. The exchange bag was $425 and I ended up having to pay more for a cheaper bag. I complained in store and was told I needed to call customer service for the reloved credit. I called customer service the same day of the return and was told my reloved credit of $140 would be applied back to my account within 72 hours. After 72 hours I called customer service again and was told it would be another 48 hours. After 48 hours I called customer service again and was told I lost the reloved credit because it was a one time use. The reloved credit was earned because I gave Coach a $595 bag that I didnt use anymore that was in excellent condition. Coach gave me the run around after sending me a damaged bag, kept my original $595 bag, and kept the reloved credit of $140.

  Customer response

  03/15/2024

  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 mistakenly submitted this complaint in error. It is meant for another company. 

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

  
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order *********** online. For this order, I bought 2 bags but I only received one at last. I am very anxious and I need the refund of $74 in the form of electronic merchandise card to my order email.

  Business response

  03/21/2024

  Dear Sirs:
  
  We are in receipt of **************** BBB complaint regarding the recent order. We are sorry to hear *************** is disappointed with the recent experience.
  
  After conducting a thorough investigation,Coach has confirmed with the store that shipped Iris Antoiys order that both items were indeed included. 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 Iris Antoiy order.
  
  Additionally, Coach records indicate that the shipping address used belongs to a forwarding service or third-party shipper.Regrettably, when such services are utilized, Coach is unable to assist further, as merchandise may be removed from its original packaging and re-packaged at the forwarding facility.
  
  A refund or merchandise credit cannot be processed in this case. We recommend contacting the shipping service used to help locate the missing merchandise. We apologize for any inconvenience this may have caused.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a Christmas gift on November 26,2023 order number *********** which was never shipped. I called and the agent placed a second order for the same item. Again the order was never received. I waited close to three months for my order and never got it. I called on 2/2 and was offered 25% and free expedited shipping on a different item of my choice. I also received a voicemail message to call in to take advantage of the offer. I attempted to call to take advantage of this and was treated poorly and hung up on. I call again and was told they would not honor the offer even thought the agent confirmed the notes promising this. To top this I was sent a 20% off email due to the delay which stated just enter code ************** at checkout and this didnt even work. After my daughter not getting a purse on her Christmas list, waiting several months to allow the company to make it right; there was no remorse or empathy from the agents or leadership. Promises and a 25% discount were not honored. This is the worst service I have ever received.

  Business response

  03/01/2024

  Dear Sirs,
  
  We have received a BBB complaint from ***************************** regarding their recent order from Coach. We apologize for any inconvenience caused and are sorry to hear that they are unhappy with the recent experience with us. At Coach, we always strive to provide a positive experience for our customers.
  
  Upon investigating the issue, Coach can confirm that ***************************** spoke with a manager on 2/2/24. Although it is not our policy to refund for a replacement set of goods, as the customer has not paid for these goods, we made an exception based on the circumstances. The refund was successfully processed on 2/3/24 and the 25% discount that was offered was used on a new order XUCP1596583 on 2/27/24.
  
  Coach recommends that ***************************** reach out to ApplePay, as the refund was processed successfully. Since the refund was processed successfully, Coach considers this matter closed.

  Customer response

  03/01/2024

  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 again your company is not taking accountability for this issue. I dont understand the response (Although it is not our policy to refund for a replacement set of goods, as the customer has not paid for these goods, we made an exception based on the circumstances). I paid for goods that I never received. The original order placed in November was not received. I called and the agent stated they will resend the purse as it was lost in transit, the same exact item was resent to me due to the first one not being received, yet again this duplicate item was not received.  There was two of the same exact  purses ordered and paid for yet not received. So Im not quite sure why you are saying I was refunded for something I never paid for. That does not make sense. The recent manager said that I spoke to Advised me that returned a purse, again incorrect Information as I never received either items after over three months. I get different information every time I call.  I had to call numerous times and I was treated poorly and was hung up on. The 25% finally offered after escalating several times on the 27th was nothing for the time and frustration. I was also never  able to use my 20% discount offer that was emailed to me attached Im the original submission do to an agent canceling an the order without my convent. I told the agent that I wanted to wait for my purse as long and I is shipped. But again it was never sent to me. I would like the original purse I ordered sent to me as it should have been. It should never have been cancelled or returned as well as the 20 code sent in the email I attached, since the code is no longer working based off the order cancellation without my permission. 

   

   

   

   

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

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

  Business response

  03/19/2024

  Dear Sirs,
  
  We have received a BBB response from ***************************** regarding their order from Coach. We are sorry to hear ***************************** is disappointed with the recent experience.
  
  Coach is sorry to hear ***************************** is dissatisfied with the response on the complaint.***************************** was refunded in full for the missing item.
  
  The 20%offer that was extended due to a canceled item is valid for 30 days and has since expired. The replacement the Mini ****** with Bow Print was systematically canceled due to lack of inventory. Should ***************************** wish to place an order by phone, the 20% can be extended until 3/31/24. This information has been noted on the most recent orders.
  
  Since Coach has agreed to honor the 20% discount and a full refund has been processed, we consider this matter closed. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On FEB 15, 2024, I ordered 2 North South Mini Tote In Signature Canvas bags on ********************************************* . The order number is *********** and the total price is $148.00. Coach outlet sent one shipment for the order. The tracking number ****************** was supposed to have 2 bags, but there was only 1 bag in it. The package was sent from a coach store, *************************, **** **************************** Space ************************************,*************. This was packed in a small piece of kraft paper, which can only fit a small bag!!!I called customer service and asked them to contact the store, but they refused and did nothing. They only made excuses and are unwilling to admit the fact that they only sent me one bag!When consumers buy bags from Coach and discover that Coach is sending out fewer bags, they do not immediately investigate or contact the store to see how many bags are being sent out. I can provide an unboxing video to prove that Coach only sent me one bag. What evidence can Coach provide? This is obviously the coach's mistake! However, Coach does nothing but avoid responsibility. Don't admit your mistakes! This is so unfair, this is gangsterism! ! This is obviously robbery and a naked robbery of money.I would like to ask for a refund because I received fewer items than what I ordered.

  Business response

  02/29/2024

  Dear Sirs:
  
  We are in receipt of ******************** BBB complaint regarding the recent order. We are sorry to hear *********************** is disappointed with the recent experience.
  
  After conducting a thorough investigation,Coach has confirmed with the store that shipped ***********************'s order that both items were indeed included. Furthermore, our 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 ***********************'s order.
  
  Additionally, Coach records indicate that the shipping address used belongs to a forwarding service or third-party shipper.Regrettably, when such services are utilized, Coach is unable to assist further, as merchandise may be removed from its original packaging and re-packaged at the forwarding facility.
  
  A refund or merchandise credit cannot be processed in this case. We recommend contacting the shipping service used to help locate the missing merchandise. We apologize for any inconvenience this may have caused.

  Customer response

  03/01/2024

  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]

  Hello Coach,

  Please refer to the ******* short video link for the open package video. Video link: ******************************************

  Please double check your order processing workflow and re-evaluate your confidence of completing the order. We believe, as we can see from the video, an envelop of that size cannot hold 2 bags.

   Thanks.

   

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

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

  Business response

  03/21/2024

  Dear Sirs:
  
  We are in receipt of ******************** BBB response regarding the missing product.Coach is sorry to hear *********************** is disappointed with the previous response.Regrettably, Coach is unable to offer a refund or replacement for this item as we have fulfilled our obligation in processing, shipping, and delivering the package with both bags successfully. Coach has confirmed that both North South Mini Tote In Signature Canvas bags were shipped together and successfully delivered on 2/20/24.
  
  To prevent further loss of orders we recommend shipping to a different address or requesting a signature required when an order is placed over the phone. We apologize for any inconvenience caused.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed initial order for shoes on 1/24 which got lost in transit. I was going away but they refused to refund me only send me a replacement with signature order ***********. I had my very ************* sign for them and then promptly drop them off to return them for refund. We used the automated return link in the email to process the label and return which said I would be getting refund back to original form of payment. The shoes arrived at warehouse on 2/5 with email saying please allow up to 7 business days to process refund. I never received the refund. I called on 2/13 and spoke to ****** who informed me they typically do not give refunds on a replacement order but she would allow a one time courtesy. She also stated the refund time frame is 7-10 business days which contradicts what it says in their email. I was NEVER notified they would not process a refund to original form of payment (verbally or otherwise) until 2/13 which is just ludicrous. I still have not received my refund.

  Business response

  02/26/2024

  Dear Sirs,
  
  We have received a BBB complaint from *************************** regarding their recent order from Coach. We apologize for any inconvenience caused and are sorry to hear that they are unhappy with the recent experience with us. At Coach, we always strive to provide a positive experience for our customers.
  
  Upon investigating the issue, Coach can confirm that *************************** spoke with the manager mentioned in the complaint on 2/14/24. Although it is not our policy to refund for a replacement set of goods, as the customer has not paid for these goods, we made an exception based on the circumstances. At the time of the return, the return timeframe was ***** days, and ******************************* package arrived on 2/5/24. The requested refund was successfully processed on 2/14/24,which was the same day as the contact with Coach's management team and within the return timeframe.
  
  Coach recommends that *************************** reach out to PayPal, as the refund was processed successfully. Since the refund was processed successfully, Coach considers this matter closed.

  Customer response

  02/28/2024

  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,
  
  **
  
  
  
   
  
  

*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. ↩