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Complaint Details
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Initial Complaint
10/20/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased two purses from what I thought was a coach outlet on 10/14/21. I still have received no receipt or no tracking info via email. And of course Ive received no productBusiness response
11/03/2021
Dear Sirs,
We are in receipt of ******** ******* BBB Complaint regarding a recent order placed. We have checked our systems and confirmed there have been no successful orders placed with Coach with the information provided by *****************************. We recommend ***************************** contact the financial institute to confirm the website the order attempt was placed on. Since Coach does not have any orders placed, we are unable to provide assistance.Initial Complaint
10/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have place an order and *** guy said he left it in front of building and ***** do not want to give my money back only store credit then I have told them I need the product and which they said they are out of one of the item but the other one they still have and I stated that I want both item or my money back order number ********Business response
10/18/2021
Dear Sirs,
We are sorry to hear about **** ******* recent experience with the delivery of her order. *** is ****** preferred delivery carrier and we do ship our package(s)via insured and traceable means. However, insurance does not cover stolen packages.
We apologize to ********************* for any inconvenience this causes. *** did close this investigation twice, reporting that this package was delivered to the requested address of ******** *********** ************************************************************************* ******
Because ***** takes pride in its superior level of customer service, and also takes pride in demonstrating that each ***** customer is valued, we offered ********************* an one-accommodation to resend her the available item and a merchandise credit for the sold out item free of charge. ***** is offering $566.15 worth of free replacement goods and merchandise credits even though it was not ****** responsibility to replace **** ******* stolen package. ***** has also offered a merchandise credit in lieu of the one available item in the amount of $566.15. This offer was also refused.
We invite ********************* to contact our *************************** at **************, for a merchandise credit as previously offered. It is against ***** policy to provide a refund for a package that was delivered as addressed or can we process a refund for the replacement set of goods because the customer has not paid for those goods.Customer response
10/19/2021
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 ask the item to be shipped and you guys don't have it anymore and you are giving me gift card means you are forcing me to buy something else ... so I need to know why if you don't have the items I bought is out of stock why not refund my money instead of gift card
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
11/03/2021
Dear Sirs,
We are sorry to hear about **** ******* recent experience with the delivery of her order. *** is ****** preferred delivery carrier and we do ship our package(s) via insured and traceable means.However, insurance does not cover stolen packages.
*** did close this investigation,reporting that this package was delivered to the requested address of **** ********************************* **** ******** *********** ******************. A replacement set of goods was no longer available for reshipment and a merchandise credit was offered for the full value of the order.
Because this order was delivered as addressed confirmed by ***, we are unable to offer a refund. It is against ***** policy to provide a refund for the replacement set of goods because the customer has not paid for those goods.
We have discussed this matter with ********************* by phone again and a merchandise credit in the amount of $566.15 was accepted on 11.2.21. We consider this matter closed as ********************* has been accommodated in full.Initial Complaint
10/13/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Coach has resent me a pair of shoes which were stolen on my front porch. *** told me i had to call coach to get authorization to lift restrictions on asking *** to hold the package at their facility. *** still delivered my package which i wasnt home and out of town and it was stolen again. Coach is telling me to talk to *** But COACH has my moneyBusiness response
11/03/2021
Dear Sirs,
We are sorry to hear about ******* ****** recent experience with the delivery of her order. *** is Coachs preferred delivery carrier and we do ship our package(s) via insured and traceable means. However, insurance does not cover stolen packages.
Both the original order and reshipment were delivered as addressed. Because Coach takes pride in its superior level of customer service, and also takes pride in demonstrating that each Coach customer is valued, we offered ************************* a one-accommodation reship for another set of goods free of charge. Coach is offering $137.06 worth of free replacement goods even though it was not Coachs responsibility to replace ******* ****** stolen package. This reshipment was processed successfully and delivered as addressed. Since ************************* confirmed the reshipment was not received as well, as an extenuating circumstance, Coach issued a merchandise credit for the full value of this order. Although accommodating for both orders is against Coach policy.
Since Coach has both shipped the replacement and a merchandise credit, we consider this matter closed.Initial Complaint
10/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I tried to return a backpack that was never taken out Of the bag. I went to the Foley ******* store and was told that I could Not get my money back for the bag. The bag was purchased for my birthday back in July 2021 and it is October 2021. I understand that Coach has a 30 day rule however with Covid going on I would think this room would be flexible. I am a frequent shopper coach.All I want is my money back or exchange the bag for something else Similar. Thank you very much for your time and have a nice day.Business response
11/03/2021
Dear Sirs,
We are in receipt of ***** Fosters BBB complain. We are sorry to hear you are disappointed with Coachs return policy. Although you are past the 30 day return time frame, we are happy to discuss possible options by phone however,we are unable to offer a monetary refund due to the timeframe. Please contact our ************* team at ************ and reference this complaint.Initial Complaint
10/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for three items from coach outlet online. On the day of delivery I explained to them I was not home even left a note for the carrier to not leave because I was not going to be home. They ignored the note left it anyways and now I have none of the items. I Reached out to coach they offer a re-shipment which I asked in manager if I could have a refund due to the nature of me going to the outlets closest to me which is rent them as advised by the associate I spoke to to re-purchase the item and they will offer a refund. A few days later I checked my email and theres no email in regards to a refund so I call and now they are saying that I cannot get my money back. I was advised to go re-purchase the items which I did because I needed them on a strict time frame. Now Im out of my money and would like a refundBusiness response
11/03/2021
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 further review, we found ************************* issues have been resolved. We consider this matter closed.Initial Complaint
10/08/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned an item on 9/20 and waited 10 days as per their policies. I contacted customer service via their email, social, and telephone to get them to locate my package. It has been well over 3 days and still no refund. They kept telling me they are "looking into it" or "it is being processed" which is all a lie. I just noticed today that my package was suddenly moved from their hub in Jacksonville to Lakeland on the 5th without warning. No one notified me of this when I spoke to CS. I am angry because I still have not gotten my refund. What is worse is that I have another package on their way to Coach and I have a sickening feeling it is going to take THIS long to get refunded, too. I just want my money back. Why is it taking so long?Business response
10/18/2021
Dear Sirs:
We are in receipt of ******** **’s Better Business Bureau complaint about our return processing time.
It is Coach’s standard policy to process a return of new/unused merchandise to the original form of payment. Our records indicate a refund was processed in full to the Visa card used at checkout. As such, we consider this matter closed.Customer response
10/21/2021
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
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order for 3 purses and 1 Keychain on 9/26/21 by phone. The order is ***********. I ordered 2 ***** *******s and 1 duffel bag, as well as a Keychain. My Keychain was delivered first, followed by a second shipment with 1 ***** ******** This second shipment was supposed to have all 3 *******s in it, but 1 ***** ******* and 1 Duffel bag was not in the box. I immediately called customer service and was told I would receive a refund. 2 days later I called back to check on my refund status and was told that the refund had not been submitted yet, and that they would follow up. I called again the following day and was then told that I would be issued a store credit or be resent the merchandise. At this point I do not want the merchandise and want a refund to my credit card. I do not think it is fair or right that I be forced to take a store credit when this company took my money and never sent me the merchandise. I should not be forced to shop there with store credit.Business response
10/18/2021
Dear Sirs,
We are sorry to hear about ********************************* recent experience with the delivery of her order.
Our records indicate this issue has been resolved in full as of 10.11.21. We consider this matter closed.Customer response
10/19/2021
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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Customer Complaints Summary
384 total complaints in the last 3 years.
114 complaints closed in the last 12 months.