Tapestry, Inc レビュー 54

Customer service is top notch.

I have been with them for many years. So far this year I've purchased over $1,100 in various items. I never had a problem before now. I'm only writing this because this was very stressful and unnecessary. I ordered a birthday gift for my niece on March 25 this year . At first it said it was being shipped. A week later it says that it was on back order. This is when I called and spoke to a representative who was very nice and helpful. She told me after looking it up that it should be in stock in July but the birthday was in June. I was browsing their site while talking to her when I saw that the very same bag was in stock but for my money. I informed this representative and she said that she would inform someone of it all. Next I received a message stating that my order was canceled. So I went and ordered the same bag at the increased price because I really wanted it for my niece. Plus, I had ordered a wallet to match it. After a few days, they informed me that this order was canceled also. I talked to a representative and ask her to speak to a supervisor after verbalizing my issue to her with and not getting any help. No one called me about this order. I called again and informed the representative of my concern with this bag being ordered twice I have not spoken to a supervisor yet. She told me to wait and see what happened for a few days because she did not know whether or not I would receive the bag. Also, she'd request for a supervisor to call me. I informed her that this had to be handled quickly because I need that color bag and size for what I had in mind for my niece. Plus, I could go on site and by a bag with that color for Michael Kors. After 2 days I called back because I had not heard from anyone. True, they offered me 15% off another order but that wasn't doing anything for me since I had 15% off when I ordered it weeks ago. That 15% would not compensate me for my time and frustration. No call and I ordered from Michael Kors for the first time. I'm upset with the service I was given, including no return calls. I'm pissed because now I have to find a way to return the bag from Michael Kors while I'm in pain and my mobility is compromised. This is why I shop online. I expected better and deserved better.

I ordered a wallet that was 70% off with an extra 15% off. I got a confirmation email but a few days later, they sent an email stating “The item you purchased was so popular that it sold out. We’ve canceled your order and apologize for the inconvenience.” Except this wallet reappeared on their site after the extra 15% off deal has ended. It’s been over a week and the wallet is still available.
I reached out to customer support and they basically repeated what the cancellation email had already stated. No real solutions were offered or any discount codes (in case I want to repurchase the wallet).
Since so many reviewers had the same experience, this deceptive sales strategy has got to be intentional. I’m beyond disgusted with Coach’s sale schemes. Not only do they inflate item prices whenever they have “deals” (which means you’re not getting a deal, you’re actually paying more), now they’re forgoing their obligation to fulfill paid orders.
I’ve been shopping at both the retail and outlet stores for almost 2 decades. After this experience, I’m considering abandoning the brand altogether. They clearly don’t care about tarnishing their reputation as a company, and driving loyal customers away.
I prefer doing business with ethical companies that aren’t trying to deceive their clientele at every turn.
*UPDATE* 4/02/24 The bag I received from my last order was clearly used, and it's missing both the crossbody strap and hangtag. I'll be driving this weekend to their store to return it. I'm definitely done with Coach for good!
P.S. CoachOutlet.com deducts the cost of the return shipping label from your refund, but Coach.com offers free return shipping. I don't understand the difference in return policies as the Outlet bags have gotten more expensive than ever. Please save your money + time and shop elsewhere.

I've ordered 2 wallets, only to receive one wallet and second wallet was only an empty box, when i contacted customer service, they were absolutely useless, non bothered and rude.. basically said sorry not our issue, no refund, no invistigation nothing, shame on you!
Scammers

I received a wrong bag and their AI assistant doesn't help at all!

Ordered online on Tuesday and received my order on Thursday. Took 2 days and I'm satisfied with my order.

Received the wrong bag, sent it to Europe paid shipping and customs (twice the value of a bag) just to discover that I had received the wrong bag!

I ordered a bag on Dec. 7, 2023 and it took over a week to get an email saying it was processed. Only for them to cancel my order two days later saying it "was so popular it sold out". Yet right now the item is still on the website at a much higher price than when I ordered it. They are liars and they waste your time and money! Don't give this company your money.

I really had a very bad experience with Coach. I ordered some of the bags that were in sale and my order was not even shipped for like 15 to 17 days and when I got to know that my order got shipped with some parts of the order or some items in the order were not Shipped because they said that we don't have this item available and then I had to just regret and leave it like that because when they did not ship it when they had the item available they did not ship it at all and when they shipped I didn't receive it. After that I had some gift cards that I used to place an order. I used those gift cards to place an order and then again my purchase got cancelled and they refunded me in the same form that I used to used to place the order, but then again, the gift cards that were issued to me. I didn't receive one of them and when I tried to use the gift card that they sent me and it was invalid. Then I had to contact the third-party company that they used to send the gift cards. They also send me the gift cards again. Those were invalid and it's been like 4 to 5 days now I have been contacted back-and-forth, but I did not receive any kind of solution every single time they say that somebody will give you a call but I didn't receive any call. I really really had a very bad experience with Coach even after ordering a purchase of around almost $500- 1000 still a customer is not being valued, so I don't think so. The my experience was that great but yeah I'll have to think like twice before ordering anything from Coach now.

Very dodgy outfit. Don't abide by the law. Act against customers instructions as to data protection.
Avoid at all costs

I paid £199 for a coach bag at the Ashford outlet in June 2023, I used it 5 times max, I took its on holiday in the July 2023, and noticed the stitching on the handle was coming away, I could not use the bag due to the handle being weak from the stitching, I contacted Dan the manager, who insisted I could not replace it as it was just over the 6 weeks policy, he stated that I had to return it to the store for them to see if it could be repaired, on both accounts this would mean me travelling via train 1 hour 23 min each way to take and collect the bag at my expense, I stated that that I was not willing to spend the time and money on a item that was not fit for purpose,.
Dan then stated that as a good will gesture he would swap the bag over for the same bag.
Two weeks later the same issue has occurred on the new bag.
After contacting the store I am back to square one. The stress and bad customer service I have received from this store.
None of the above policies are on display, 6 week’s warranty at the expense of £200 is disgraceful.
I will not be returning to this shop again, one unhappy customer but will pursue this customers services.

I was super scared after reading these reviews (after I ordered a coat). The coat is perfect, true to size and reviews. Super fast shipping. I've only ordered once and had no problems, so I can't speak on customer service... but for sure I will order from here again.

Not sure why the parent company (Tapestry, Inc.) is the one listed here for "Coach Outlet" but I thought Tapestry owns 2 other companies aside from Coach Inc., - Kate Spade New York and Stuart Weitzman. I haven't bought anything from the last company but I love both Coach and Kate Spade. I purchased from Coach stores in the US as well and mostly via the outlet online - coachoutlet.com. From Kate Spade, I buy from both retail and outlet as well.

My experience from the Coach Outlet online store has been quite different from the reviews I read so far - mine was more favorable. Packaging was always neat with complete paper works and prints. Regardless of 1 order, some items usually come in different and separate packages from various Coach outlet locations. They are always well-packed and some with more safety packaging esp. if they are fragile. It is usually pretty-fast as well. I had many purchases already and so far, all of my experience per order has been good. The items are still of good quality. Of course they are not the same as the ones we can get from Coach Retail stores and that's already an expectation. And I ain't complaining. I love all my items so far.

Coach Outlet also gives us "Coach Reserve" items which are actually coming from the retail stores at a "clearance" price. All those I got seem to be really great deals, actually! And yes, the quality is superb. Sometimes, I can't even distinguish anymore if it's a retail or an outlet item.

I've never tried returning an item yet though so I don't know how their customer service really works as described in most reviews. I can only speak to the designs, prints, materials and overall quality of the items I got. And so far, my experience has been pretty good.

I had a terrible experience with Coach Outlet. I placed an order but I never received the item. The courier returned it to Coach Outlet, and I have been trying to get a refund for over two weeks now.

Their customer service team has been unhelpful and refused to let me speak with a supervisor to escalate the issue. I demanded an immediate refund, but they said they can't do anything until they receive the item back. This is not my responsibility since I never received it in the first place.

I am deeply disappointed in the level of customer service I have received. I do not recommend Coach Outlet to anyone, and I urge you to shop elsewhere. If you're looking for good customer service and a reliable company, Coach Outlet is not the place to go.

horrible experience. went to their website placed an order and my credit card was charged right away. Site said allow 3-5days or processing and shipment. received confirmation order was successfully placed. waited over a week with order still pending status. my item still available to purchase. over a week later. no word. i utilize their web chat and they tell me. “oh that items is sold out. we won’t be getting anymore stock. i’ll refund ur card and here’s a 25$ gift card. horrible. incompetent. why wasn’t i told when it became sold out. why was i permitted to oder?? incompetent. told them to keep the gift card and i went elsewhere. won’t be visiting their sites or stores again!! i don’t trust them

Never in my life have I dealt with such incompetency! STILL waiting for my purse. It's been 20 days. Agents rude and not knowledgeable. Was refunded after waiting for a sign of life from them after 6 days. Never asked for a refund. No email from them. I thought all was done. Then a week later they took the $ again. They never thought to get in touch with me. Then called for an actual refund today. Took half hour on phone. I received an email saying I'm refunded but then then 5 min. Later another email that my purse is on the way.
Had to call again and the cus. Ser. Agent said there was no need for them to contact me, talking to me like a child. I have never known dumber! STAY AWAY!

I ordered an item for a Christmas gift on Nov. 28th. On Dec 18th I contacted them as to order status and was told it was sold out. Now it is too late to get another quality item. Their response was an apology and 10% off another item. But this close to the holiday, there are not any items that I am interested in. I've been calling and chatting with online agents for the last 10 days and was assured time and again that it would ship from a retail store and make it for Christmas. It wasn't until I escalated it to a supervisor that the truth came out. Such poor customer service.

If this site is not a scam, Coach should be absolutely ashamed to have their name on it. Order ran weeks late, i was given no notice as to when to expect it or why it was late, and the tracking number hardly worked. They did this right around Christmas, no less. Still have not received my order so, in effect, i was robbed by them on Christmas. Nice.

BEWARE AND AVOID!!!! Coach Outlet online is a horrible experience. Their payment system didn't work right. Called to cancel the order within a couple of minutes. Was assured by the rep that it was canceled, but they can't send a cancelation email. Placed a new order with the correct payment. Two days later, get a shipping notice for both orders. Call them up and get a guy that is inept at his job. The call took two hours, he canceled the wrong order and rerouted the wrong package. Assured that he fixed the payment situation. Check the account and he did nothing at all other than reroute the package. The package has been sitting at Coach now for over a week and they have no idea when they will get to it to process the refund for their system's error. Called on Friday 12/2 and spent over an hour waiting for a supervisor to be hung up on with no supervisor taking the call. Called back and the supervisors kept telling Victoria to take care of it and wouldn't take the call. Her hands were tied with what she could do. The supervisors refused to take the call at that time but assured that they would call back. It's now Sunday and they've not reached back out. BEWARE of shopping with Coach Outlet if you are going to need customer service. The customer gets no service with this horrible excuse for a company. Will not shop with them anymore, nor will I shop with Coach for allowing this experience to happen with their nameplate! One star is TOO MANY!

I bought a bag for more than a week and received a email confirmed my order, it canceled but didn’t get money back for more than one week, even did not have email to notify me the order was canceled until I logged in the website and didn’t see my order anymore. They charged my money, don’t send anything to me and don’t notice me, it is a cheater. Never buy anything from them, they are totally unreliable and don’t have basic guarantees for being honest to running business. I don’t know when my items or money will back, I consider to report ACCC about the company dishonest issues.