Tapestry, Inc Reviews

After reading all the negative feedback on here, I was honestly pretty scared about placing an order. I reached out to their team to ask for a tracking update since I hadn't gotten an order confirmation. They got back to me within a few hours telling me to hang tight and confirming that my order had actually been received and was being processed. My bag showed up just two days after I ordered it, which was super fast! Everything arrived safely and was packaged really nicely with a dust bag included. I absolutely love my new bag and will be ordering from the Coach Outlet again.

Avoid this company. The customer service is terrible and the website has major issues. Just don't buy from them.

Ordered something and it arrived incomplete. I reached out multiple times within the return window but kept getting told my emails weren't received. Then suddenly after the deadline passed, I finally heard back saying sorry but there's nothing we can do now. I have all my emails saved, tracking numbers, everything proving I contacted them, and they don't seem to care at all. This is dishonest behavior and it needs to stop.

I placed an order for two items in late November but only got one. The other would never have fit in the box anyway. They asked me to send photos for an investigation that supposedly would take 10 days. I never heard anything back so I followed up. They kept telling me the investigation team hadn't responded yet. After complaining several more times, I asked them to escalate it. Before Christmas they said they'd process a refund and sent me a confirmation email saying five business days. It's now well into the new year and the money never arrived. My bank checked and there's no refund pending. Coach told me to call my bank because they already refunded me. The next day they emailed saying they can't issue a normal refund until I cancel the dispute I filed with my bank. I wasn't about to do that. Then they said the case is closed because there's nothing left to refund. My bank gave them 30 days to respond with proof and they ignored it completely. I'm out the product and the money. Do not order from this company.

Had to send something back, so I took it to the designated UPS location and dropped it off per their return procedures. Eleven days later it made it back to their facility, and then they said processing would take up to seven more days. It's been over two weeks now and I still haven't gotten my money back.

Their customer service team really does an excellent job. Very impressed with how they handle things.

The team here really knows how to treat customers right. Service was outstanding.

I spent about two hundred pounds on a bag at an outlet location in June. I barely used it, wore it maybe five times, and brought it on holiday the next month. That's when I saw the stitching on the handle coming apart. The handle became too weak to use safely. I spoke with the manager about it and he said they couldn't replace it since we were just past the six-week window. He told me I had to bring it back to the store so they could check if repairs were possible. Either way, that meant I'd need to spend over two hours traveling by train round-trip on my own dime just to drop it off and pick it up. I said that wasn't acceptable for a defective product. He offered as a gesture to swap it for the same model. Two weeks later the exact same handle issue happened with the replacement. When I called the store again, I'm back to the beginning with no solution. The frustration and poor treatment I've experienced is unacceptable. These policies aren't posted anywhere, and expecting someone to pay two hundred pounds for a six-week guarantee that requires you to handle all logistics is unreasonable. I won't be going back.

All these negative reviews had me feeling nervous about my order, but everything worked out great. The item arrived and it's exactly what I wanted, true to size, and came super quick. First time ordering here and had zero issues. Can't comment on their support team since I didn't have to use it, but I'm planning to shop with them again for sure.

I was really worried after scrolling through all these bad reviews, especially since I'd already placed my order for a jacket. But honestly, I couldn't be happier with how it turned out. The jacket fits perfectly and matches the description. Delivery was incredibly fast too. This is my first time ordering and everything went smoothly. I can't speak to their customer service since I didn't need it, but I'll definitely be ordering again.