Coach
reviews and complaints

As I delve into the reviews for Tapestry, Inc., the parent company of Coach, I find a mixed bag of experiences. While some customers express delight in the quality and design of Coach products, others share tales of disappointment. Stories range from durable shoes lasting for years to bags falling apart after minimal use. It seems like the customer service experience is also a point of contention, with some praising it while others lament the lack of assistance. With such diverse feedback, it's clear that Tapestry, Inc. has both satisfied and dissatisfied customers. If you're considering a purchase, it might be wise to weigh these varied perspectives before making a decision.

I ordered the gallery tote from the Vday collection, then got very concerned after seeing the reviews here. Maybe because I ordered after the Holiday mail debacle, but not sure... either way, ordered on a Sat 1/23 (item was in stock) and they shipped UPS. Arrived Wens 1/27, so within 3 business days. Bag was exactly as advertised & am pleased with the size.

The most famous accessory brand in the States is Coach. It is considered a luxury brand. Indeed, this quality is impeccable! The bag I gave my mom 3 years ago still looks like new.
This morning I got the ordered bag, which is insanely happy! The collections are constantly updated, the models are different, from strict classics to youth chic. The lineup can be seen in the official COACH boutiques or on their official website.
Beware of counterfeits! I think Coach is the golden mean between brands such as DIOR and Chanel. The prices are lower, but the quality is absolutely not inferior. Also COACH offers not only great bags, but also shoes and various accessories. For my part, I highly recommend it for those who value quality.

I am a handbag addict & I own about 16 Coach bags about 10 wristlets & Dozens of different size makeup cases & wallets to match my purses. Oh let's not forget the 6 pairs of Sneakers. In my opinion they make Outstanding Quality Products otherwise they wouldn't be in Business since 1941. All my handbags still look Brand New as is all my other things. They send you big beautiful Dust Bahs when you order from Coach.com. I've been ordering from Coachoutlet.com for years & have spent a ton of money there as well. The only Problem is that when you do purchase from their outlet their bags do not come with Dust Bags. But no problem since their Dust Bags are so ample I can add more then one bag & protect them that way. The Coachoutlet.com store is by INVITATION only, there is no guarantee they will send you an invite to shop. Luckily I get in. I love Coach & will continue to buy their Lovely Beautiful things Forever

The official site for Coach products. Right now they have special collections put together of gift ideas at all kinds of price points starting at $100 or less with printable wish lists.
Purchases of $100 or more get free shipping right now. Added bonus if you like Coach shoes - they have an online shoe sale going on with selected styles etc at anywhere between 20-60% off.
If you're l; ooking for a discontinued style, or need to have a strap replaced on your Coach bag or repairs done on any Coach product give a ring to the toll free Customer Service number on the site. The experiences that I've had with their Customer Service so far have been decent & they can often help you out.
The site has posted too, information that ukCoach.com & several other official sites will be up & running very soon. Check at Coach.com for further info.
You can report Coach counterfeits here also.
For those interested in finding out whether or not a site is selling genuine or counterfeit Coach products, this is what 'Reporting Coach Counterfeits', paragraph 2 states:
"The only avenues in which Coach offers its merchandise for sale is via 1) Coach stores; 2) Coach factory stores; 3) Direct Coach catalog sales; 4) Authorised Department stores; 5) Authorised specialty stores; 6) Limited duty free locations; 7) Corporate accounts, and 8) Our website Coach.com"
The site has regular sales on different Coach merhandise. It's worth signing up for email notifications. Alot of times their sal price is actually less than what the counterfeit junk would go for.

Coach Outlet online has awful tactics. They advertised a pouch trio, including a description of each of the three pouches, so I bought it. When received, it was one pouch and a card holder. I contacted them asking why wasnt it the three pouches, as clearly advertised? They responded it was an error on their site, and the third item is the strap. No offer for any resolution.

I just realized that I never received a shipping confirmation after a week of purchasing on November 26, 2020. I only received an email stating that the payment was made and they were working on shipping the order. The payment was still processing with PayPal after 9 days, but it had not been withdrawn from my bank yet. The company's policy states that they won't release the payment until the vendor processes the shipping label. However, I didn't receive any updates after 2 weeks. I tried calling customer service, but I was on hold for 40 minutes and no one ever answered. I started reading the reviews and I was afraid that I wouldn't get my purse at all and that I had been ripped off. But on December 7, 2020, I received an email stating that the purse had shipped. I received the purse on December 14, 2020, and it was as described on the website. It is authentic and I'm very pleased with my purchase. However, due to the lack of communication and the absence of customer service, I wouldn't buy from this website again. I only gave it 3 stars because I love my purse, but as a company, it's a no for me.

The most difficult and frustrating online buying and customer service experience ever. I have had to placed total of 5 orders in the past month due to the lack of work ethics and professionalism of this company. Every time I have placed an order I encounter the same issues over and over. The main problem is that a lot of the items listed online are not actually in stock as you would assume. Right now as I write this the items that I had ordered and could not be sent to me because they are not in stock since a month ago, are still listed online for people to keep ordering them. They have called me to ask me to change my selection and I have even been assured by a rep that the replacement item is in stock and days later I have gotten another call saying is not. This company is a disaster and this is a disgusting practice. They are playing with people's money, allowing buyers to place orders of items that are not really in stock and even putting the same items on sale so people buy more but they aren't in stock. You wait for an email with shipping instructions and it never arrives, instead you get a call or another email asking you to place an order for another item that is not in stock either. This is no error on the online site like they want to make believe. Is not been fixed because they don't take the items off the webpage, instead they put them on sale for people to buy more. This is a shady practice to play with clients money. I have been placing reviews everywhere possible because I don't want other people to go thru this and the truth needs to come out. After almost a month of these issues, a "supervisor" from Coach contacted me to offer me a "deal" and to reach a resolution because obviously they wanted me to stop placing reviews like this one everywhere. They offered 5 T-shirts for me to stop placing reviews. I obviously declined that offer because I didn't want any more tshirts and honestly is disgusting that after so many phone calls and emails and all the time I have spent trying to deal with their lies and mistakes they think some shirts will make it better. After some days, we agreed on them sending me a wallet and a gift card. Yesterday I received the package and to my surprise (not) it wasn't even a men's wallet but a women's wallet. I took my time and went to store near by and try to exchange what they sent me for the product I was supposed to receive and of course they couldn't help me either. So again, how can you justify so many errors, over and over, after I was even guarantee there wouldn't be more mistakes, and the rep told me he was making sure I got everything right this time. I'm out of words. This company has no sense of what customer service is. They have no integrity or professionalism. The lack of care is huge and it shows in their continuous errors. They don't care about clients, all they care about is money and making sure people keep placing orders even if the items aren't in stock. If you buy online you already know what you are getting yourself into.

I placed an online order with Coach Outlet and received confirmation of the order on 6//2020. After about a week, I checked my order status online and found a phone number to call. I called the number and was told by the representative that they couldn't find my order and that it was "stuck." They assured me that they would process the order and asked me to check back in a few days. I continued to check back, but there was still no update on my order. I called twice more and had the same result each time. Then, I called Tapestry HQ (I thought) and was instructed to send an email to order@coach.com. After sending the email and speaking with Victoria, Coach Outlet finally processed my order around 7//20. I received an email stating that my order was shipped on 7//20. However, the tracking number provided did not work on UPS. I called Coach and was informed that it was actually a different tracking number. When I checked the new tracking number, it showed that the package was still awaiting delivery. Today, on 7/30/20, the status remains the same. During my conversation on 7//20 about the tracking number, I asked about the shipping status and was told that Coach could not do anything for 7 business days. I was advised to call back on 7//20 if there were no changes. Since the shipping status has not changed, I called on 7//20. I spoke to a supervisor who confirmed that the shipping company had never received the item. They mentioned that a label was generated, but the item was not received. As a gesture of goodwill, the supervisor offered to send me two units of one of the items I originally ordered. I had initially ordered one unit each of three different items. At this point, I am unsure about what to think. I have received a refund for my money, but I have not received the promised gift card. I am uncertain if the items I purchased and the shipping were stolen by an employee or if they were ever shipped at all. However, it is evident that Coach has failed in fulfilling this order. I am left wondering if there is a fraud or strong consumer deception issue. I have several Coach items and have never experienced such poor service in the past.

I am having trouble getting receipt details for my purchases from Coach customer service and the two Coach stores. I called the Coach customer service number and spoke to a representative named Khadijah. I explained that I needed receipts or an email with the receipt details because the ink on the glossy receipt paper had faded. Khadijah tried to find my information using my name, address, phone numbers, and email addresses, but she couldn't locate anything. She told me that information from store purchases doesn't transfer to their systems and advised me to contact the store directly. She said they could help me if I provided my name and information.

I called the store and spoke to a male associate who didn't try to search for my information. He simply said they didn't have it in their system. I asked him some questions because I was confused, and he suggested that I drive back to the store and take a picture of the details regarding my purchases. I explained that I lived an hour away in Garner, NC, and the store was 30 minutes away. He told me to call the store and ask if they would allow me to take a picture of the information, as they should have it from my purchase at the other store. I was confused because he initially said they didn't have any information in their system, but then he mentioned that they had it on their screen.

I called the other store and spoke to an associate named Gabriella. I explained the issue and that I needed receipt details or duplicate receipts. I mentioned what the male employee at the other store had said. Gabriella put me on hold for a long time and eventually came back on the line. She said the store manager didn't know the policy and would call me back, but I haven't received any response or email.

This afternoon, I reached out to Tapestry Inc. and received a call back from a polite lady at 3:06PM. She said that both the customer service number and the stores should be able to provide me with this information. I'm not sure why I am getting the runaround. Every time I make a purchase, I provide my name, phone number, address, and email address, and they always enter it into the system.

I wanted to buy a nice purse and wallet for my girlfriend for Christmas, and my friends recommended Kate Spade. I started looking online and noticed that their online prices don't match what they have in-store, and they change frequently. I saw a purse increase in price by over $100 overnight for no reason, which was a big problem. So I decided to visit my local Kate Spade store on 11//2020 at around 7:30 in the evening. In the store, there were discounts displayed on the wall, but you had to ask a salesperson for the actual price because everything was marked at high prices. After looking around, I found the purse I was looking for, which was difficult to find in that color. Then I started looking for a matching wallet. An associate helped me find the wallet, which happened to be the last one in the store. I felt lucky to have found it because I wanted it to match the purse. I bought both items and another wallet for my mother, spending a significant amount of money that night. I drove home, which took about 20 minutes, and when I showed the wallet to my sister, the button broke off. I was upset because I had just spent a lot of money on what I thought were quality products, and this happened. I'm glad it happened to me and not my girlfriend on Christmas because that would have been embarrassing. I was frustrated and went to sleep. On Monday, 11//2020, I called the company to see what they could do. They told me I had to bring the item back to them, which I had no problem doing. However, things took a turn for the worse. They found another wallet for me, but it was in Illinois. The manager told me they could get it for me, but I would have to pay an extra $10 for shipping to my house. I found it unfair that I had to spend more money after having the wallet for less than an hour and it breaking due to a manufacturing defect. I even have pictures of where it broke, clearly showing the defect. The manager said that was the only option. I was frustrated and contacted corporate twice. The first time, I waited on the phone for an hour, but no one answered. The second time, a lady who was difficult to understand told me her supervisor wasn't available and asked me to call back in 15 minutes. I tried calling again, but after waiting on hold for 15 minutes, I hung up because I didn't have time to wait all day. I decided to use the live chat feature and explained my issues to a gentleman. I have a copy of the chat. He was rude and basically told me that I had to accept what the in-store manager said because I made the purchase in-store, not online. I found this unreasonable because it's the same company, just a different location. After arguing with him for 15 minutes, he said he spoke with a manager and they could offer me a 15% coupon for my next purchase. However, that doesn't solve the problem if I don't want to buy from them again. Dealing with this kind of runaround during Christmas shopping is the last thing I wanted, and I need the new wallet before Christmas. Kate Spade is making it difficult for me at every step. It's ridiculous. I understand it's only $10 for shipping, but why should I have to pay to ship something that I didn't break? It's unbelievable how this company has treated me over the past weekend. I literally just made the purchase, it's only been 3 days, not months. I need this resolved before Christmas so I can have it for her.

We placed online order and package was supposedly delivered on 6/27/23; however, we didn't receive them. We reached out to Coach and a case was created. Coach stated that they will file a claim with UPS as well. After a long wait, we reached out to Coach again and they told us that the case was closed and we need to contact UPS.

Overall, it's very poor customer service from Coach and they took no responsibility in making sure the issue is resolved.

I went to return 2 bags I purchased one week ago and the one I went to return at was the Tanger outlets in Pigeon Forge Tn. The girl that was waiting the counter asked for manager to come up to approve the return cause it was cash and that manager looks at bags (with tags might I add) and says let me get a manager to look at bags. Comes back with the RUDE manager and says we can’t return these they have been used (mind you the tags still on merchandise) and I did get VERY upset cause they have NOT been used and look like new. I was then very rudely told sorry mam but no return. I feel this was VERY RUDE and I love 2 hours away and drove down to return this and this only. I spend a TON of money here at Coach but that was my LAST purchase. And she (manager) needs to be fired cause her customer service skills are TERRIBLE.

Me and my boyfriend were looking at purses for myself and when I saw one I liked, my boyfriend took it to a sales rep asking if there was any discount we could get on it. The sales person did not see me near the back of the store picking out a wallet and, right in front of me, holding the bag I want, went up to a sales rep right beside me and said "hey, pretend I'm talking to you about this purse. They want to know if there's a discount so I'm pretending to ask". I spoke up and told him "I'm right here!".

This was very shady and unnecessary. I'm a huge fan of Coach purses but to know that your sales rep are going to put on a show to pretend like they're giving me good customer service cheapens your brand.

On the way out of the store we informed his supervisor, but unfortunately walked out empty handed due to the circumstances.

There is a scam going around on Facebook using COACH’s name

I just wanted someone aware at COACH of a scam going around on Facebook saying it’s COACH. Below is some of what it does, I have a picture I took of the site if anyone is interested.

COACH

Time remaining:

9

Congratulations!

You've been selected to participate in the Coach campaign.

You have the chance to win a Coach bag for only $6.95!

If you want your Coach bag, you'll have to take a survey to confirm that you're a real person.

Hurry, the number of lots is limited!

Question 1 of 3 Are you from US?

Yes

No

13 Comments:

Purchased Haley loafers for my daughters birthday. They did not fit. Returned for next size, still did not fit. First return was within 30 days. Second return within 30 days. They returned shoes back to me, said they had been worn. Left shoe had been tried on. Sent back again. They have informed me they will only give store credit, due to time frame. Please don't ever order from coach outle. Sherry Whitley.

On Saturday July 1,2023 I entered a sweepstakes for a coach bag. This is not something that I’ve never entertained before. Against my better judgement I entered and I was told that I had won a coach bag. I was given a order ID # [protected]. And I was told I only needed to pay for shipping of $5.95. My bag would be shipped out in 2-3 days. I was told that all I needed to do was pay the shipping and sit back and wait for my bag to be delivered. I’m still not sure that this was not a scam but the $5.95 I paid was wirth the risk to recieve one if your bags. If you can give me some clarity I would greatly appreciate it.

Sincerely,

Terri Charles

[protected]@gmail.com

[protected]

Field Tote 40 With Coach Badge

Was bought by me from Dubai six months back and I am a New Delhi (india ) resident

The product quality has fallen off badly and the stitching of the bag is coming off and the bag has almost lost its quality and the pasting of the bag sides is coming off .. I complained to the coach outlet in Delhi but they said they can’t handle it

Bought this wallet because I fell in love with it. Outside still looks beautiful but the inside is not leather and disintegrated. Can’t use it bacause black stuff gets all over everything. Coaches Quality has gone down it’s not even leather in the inside for the amount of money paid for it. I thought when you bought Coach it was for a lifetime warranty.

I got cheated by Coach Paris Outlet La Vallee Village staff! Purchase at same day, I got overcharged Euro 48. My friend go buy same thing after my purchase sharing, he paid with cheaper price! The time I joint my husband visit, the sales associate give us a small card with number 002 and payment done by operator CATHERINE, this sales associate is scanning my outfit, praise my bag nice color nice bag, scanning my watch it doesn't look normal, at the end I paid with overcharged! Selling price or promotion with multi standard? Offer not open for every customer? Or my face look more idiot or stupid? For your information, I'm Chinese from Malaysia.

*** My friend serve by 001, payment done by operator PATRICE

Date of purchase : 08th Jun 2023, time (me/friend) - 11:46 / 15:31

I found this unfair selling price when I already at airport, so I not able to request refund on the spot.

We not first time shopping with Coach, and this is the horrible experience I have for so many years relationship. I'm really disappointed and can't accept with my recent visit! I want to claim back what I shouldn't to pay.

I hope you can get back me with reasonable solution.

Your prompt action is highly needed and appreciated!

Please contact me thru email [protected]@navotech.com.my

Thank you!

I called to get reimbursed and Explained my situation to Molly Johnson she refused to give me her badge number and where was she station at. I told her my account was documented and would easy for her to see my account. Gave her my account number and she took over 45 min to fix a reimbursement for 16.99 she then could not fix it and transfer me to a supervisor which I told her I didn’t have to talk to a supervisor just get reimbursed. I never had an issue with Coach not a happy customer

I made a purchase of the Light Pink Mara bag. I received my bag today (5.24.23), so I went online to review my order and saw that the bag went on sale. The original amount that I paid was $128.40 and the sale price was $102.72. I called the same day that I received the bag and asked if I could get a price adjustment for the sale price. The robotic speaking customer service person kept saying we are checking to see if we can do a price adjustment. Who exactly was she checking with, because there was no supervisor that was available and I waited, and waited and waited for assistance. So finally I said if you are unable to do the adjustment can you just let me know, and I will just return the bag. She comes back with, I can start a return label for you. So I said, my preference is to keep the bag, so then finally she said we are unable to make the adjustment at this time, but I will transfer you to a supervisor. I waited over 20 minutes for a supervisor to come to the phone, with no one ever coming to assist. The customer service is absolutely horrible, that you would prefer a customer return their purchase vs. making an adjustment.

Ordered a belt put wrong address and no one could cancel it , then was told I could call the store the next day then the emoloyee at the store said customer service should handle all of that . Then received a voice mail saying they reached out to the store and they couldn’t change it nor could I pick it up . So I have to wait until it’s shipped and hopefully if it’s shipped through UPS they can changed the address and then but if not at that point they would refund my money .! This was a absolute horrible experience and I will never order from coach again !

I have been a coach customer for at least the last 12 years. I have bought and recieved gift cards every year for Christmas. In 2018 I recieved a red coach bag for Christmas and The pandemic hit before I was able to use the bag. Fast forward to 2021 and I used it on trip to San Francisco, the clasp broke. I had only used it once. I went to store this Christmas season to spend gift card and took the bag to see if they could repair or replace. They took one look at brand new bag and said "no, but I could pay them $75 dollars and have it fixed) The store was rude and dismissive. I will not go back. I am attaching photos so you can tell the bag was not used but one time for 3 days.