Anonymous

Cole Haan Shoes Review

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I had the worst customer service ever with Cole Haan I ordered a shoe online that didn't fit well and called customer service many times for a return label and the never kept their word for it and I'm completely disappointed for the shoe that didn't fit and my money that I can't return
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Reason of review:
Return, Exchange or Cancellation Policy
Roshaunda Smc

Terrible Customer Service

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I placed an order ($450) literally an hour ago and realized that I qualify for an additional 20% off because I am a student. I called to ask if I can give them my .edu email address so that they can refund me the additional discount that I qualify for.

They said they aren't able to do that. So I asked them if I can cancel my order so that I can just re-order with my .edu email, they said they can't do that either. I literally just place that order an hour ago... I told them to call my credit card company to dispute the charge because that's what my credit card company told me to do.

But they wouldn't do it either. So I am waiting for the charge to be posted to my CC so that I can ask my credit card company to dispute. They told me I won't be able to order from their site again if I dispute a charge.

Well, guess what? I won't because you just lost yourself a valuable customer.

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Loss:
$450
Cons:
  • Poor customer service
  • Exchange policy
  • Rude phone representatives
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Price reduction

Anonymous

Cole Haan Shipping Service Review

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Cole Haan customer service is awful. It takes forever to ship something. If you request anything their answer is always "it's not possible"
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Reason of review:
Poor customer service
Anonymous

NEVER PLACE AN ONLINE ORDER FROM COLE HAAN

First of all, the shipping carrier they use, UPS does not have reliable shipping! If we are paying all this money for these shoes use a better service that makes the receiver sign the package!!

Also, Cole Haan does not let UPS file an investigation for their lost items! RED FLAG! Once they loose your package, you call customer service and ask to resend a new one, they claim they can't do anything about it once an investigation is open yet lie about how many days an investigation takes. If I did not receive my package obviously someone stole it or you never sent it.

The person who receives the package at the front desk claimed they never received a Cole Haan package. SHAME ON THIS COMPANY!

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Reason of review:
Problem with delivery
Anonymous

Cole Haan A11555 Reporter Bag Review

Hello, I'd like to take a moment to tell you about the excellent service I received at Cole Haan Outlet in Ellenton Factory Outlet, Ellenton, Fl. From the initial phone call Alexis was professional and patient.

She was extremely knowledgeable about the item I was interested in purchasing. She put it aside for me and when I arrived it was all ready to go. I purchased the week of Black Friday and the mall was very crowded. I most appreciate the service I was given.

Thank you very much.

Alexis is a true find. Christine Allen 941914**** Babymakesfive@***.com

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Reason of review:
Good customer service
1 comment
Guest

Considering all the previous comments, your comment sounds like it comes from somebody who works there. Very disappointing to be manipulated.

My shoes are on the wearable, after two summers. He should not separate between the sole, and the upper part of the shoes.

Is dangerous to wear them, unless I take them to a shoe repair store. Considering the price I pay for the shoes, I would expect them to last longer than Payless.

Anonymous
map-marker Howell, Michigan

Cole Haan - Customer Care Review from Howell, Michigan

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First time I ever shopped at one of your stores I spent $418 on my son. Bought four pair of shoes and two pair of socks for my son I went to return the socks (7.63) the general manager, Katrina at the Auburn Hills store refused to return a pair of socks. They have never been worn the package was simply opened and retaped closed. My son realized they were too small of a sock. I think for $7.63 you've just lost a customer. I will be returning the shoes that my son has not worn and I will never be back. Awful customer service and very poor choice by your general manager who wouldn't even walk out on the floor And hid in her office.
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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Guest

What's with the socks???? Here's my email to the company about socks I purchased for my husband from the SAME store dealing with the SAME manager:

I am writing you this email to tell you of the worst customer service experience I have ever experienced in my life.

On Friday, December 23, 2016, I purchased a pack of socks and a pair of leather shoes for my husband from your store at Great Lakes Crossing mall in Michigan. He opened the gift on 12/25/16. He put on one pair of socks (it was a set of three pair) and his new brown leather shoes to check out the fit. When he removed the shoes, approximately 5 minutes after trying them on, he looked at the sock and noticed it ripped at the seams by the heel, simply from putting it on his foot.

I told him to take the socks off and I would return them. Today, 12/28/16, which is two days after the present of socks were gifted, I had the opportunity to get back to the store to return the socks. I presented her the socks, the reciept of purchase and explained in detail what occured. I was told by the clerk that they could not be returned because they were unwrapped.

I explained they were never "wrapped". Then she said they couldn't be returned due to the fact that they were worn. Worn?!? He put them on his foot to try on his new shoes!

She pointed out a small brown mark on the sock. The pair of shoes purchased from the store were brown leather. Someone that has ever worn shoes, especially someone working in a shoe store should know that brown or black leather can make marks on socks. Again, we are talking about a 2 day turn around time here, not months.

And yes, he put them on his feet. Why wouldn't he? And for 13 dollars, why in Heaven's name would you not stand by your product that it won't be destroyed by one placement on a foot? What would my game be here?

That my husband got a heyday with a 13 dollar sock for 2 days, decided he didn't want them and now we need our 13 bucks back? This whole situation is completely ridiculous. I asked the clerk to speak to the manager. To my surprise and disgust, she said she was one.

I asked to speak to a different manager. She was very vague about the other manager above her, when she'd be in the store and how to get in touch with her, although she did provide me with a card that had the store's phone number. The woman told me I could just keep calling until I reached her. Let me tell you, my husband DID NOT wear these socks.

The fact that I had to argue with this woman about this (in front of my kids) is the worst customer service ever.

I then reported this situation to the management of the mall. She made a phone call and I was told Taylor, the co manager (how many managers work at a store at one time? Why wasn't I directed to Taylor when I was in the store asking to speak to someone else????) would return the socks. So, back to the store I went.

Taylor explained that the first manager was correct and the store policy is to not return worn merchandise, but she'd make an exception one time. THE SOCKS WERE NOT WORN. THEY WERE TRIED ON. She said that's the sock policy, I questioned whether I could not return my husband's shoes because he wore them to see if they fit and she said it's different.

How is that different? Needless to say, the shoes, which are fine and fit well will also be returned due to this experience. And Taylor will not have to worry about her one time courtesy, because other than to return the shoes, I will never enter that or any other Cole Haan store again.

And I reiterate, all over a 13 dollar pair of socks. Unreal.

Anonymous
map-marker Kitchener, Ontario

Terrible customer service

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Their online and call-center services are just "DISASTER". I made an order for several pairs of shoes by phone but it took forever for them to process it. They mislabeled it and did not send the right product or even forgot to package some of the items, and only agreed to refund partially. I had to make ten phone calls to make this happen. Most of the clerks are very rude. Even though I like their shoes, it's far better off to buy it at their retail shops by a bit higher price. Please do not ever think of using their online shopping service. You will regret.
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Cons:
  • Rude phone representatives
  • Customer service
Reason of review:
Poor customer service
Anonymous
map-marker Peoria, Arizona

Felt shoes

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Unbelievable poor quality materials. Soles are felt or paper and started coming apart within 6 months.

Shoe repair guy said he would re-build them with leather soles and he sees a lot of Cole Haans coming in with pissed off owners. He looked at the rubber heel insert and was amazed it was not even worn, yet one sole at the toe was separating and the other was about to.

$100+ and you'd think you'd get more than 6 months before sole separation. And I am in AZ so no, they are not wet and I wore only once or twice per week.

Can't believe Nike crushed the brand that fast, very disappointed.

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Loss:
$90
Cons:
  • Shoe quality
Reason of review:
Bad quality
Anonymous
map-marker Ridgewood, New York

Cole Haan A11555 Reporter Bag Review from Ridgewood, New York

Cole Haan A11555 Reporter Bag Review from Ridgewood, New York
To whom it may concern I just spoke to a customer service person in reference to a gift I received which was a Sullivan reporters bag. I expressed how I really like it but it don't have the all the accessories like the "strap". It was suggested to send a picture along with the style #. I am looking forward to receiving the strap as it will make my work load easier and my bag will be complete. Thanking you in advance, E. Abraham 516-652-**** 145-15 shore Ave Queens NY 11435
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Reason of review:
Not as described/ advertised
Anonymous
map-marker New York, New York

Cole Haan Sneakers Review

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I bought these shoes in December. I use them only on weekends for walking. In less than 6 months, the shoes are torn. I am disappointed with the quality. The shoes started tearing at the seams after 3 months.
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Reason of review:
Bad quality
Anonymous
map-marker Tucson, Arizona

Cole Haan Shoes

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May 11, 2016 I sent this email to customerservice@***.com ..along with several photos of the shoe in dispute. This is a copy of the email. "I received a pair of Cole Haan shoes as a gift. This is not my first pair of Cole Haan shoes. However, this particular pair has a defect that causes the heel area of the shoe to cave in toward the center. I have enclosed several photos. Do you have any suggestions as how I may correct this problem"? May 19 I called the Cole Haan customer service ( 1-80*-695-**** ) stating that I had not received any response to my May 11 email. I spoke to a lady (Arian) and was told I would have to supply information as to the "Where and When" of my purchase.The shoes were a gift from my daughter. I obtained the "Where and When" info. May 19 I called Cole Haan and supplied the "Where and When" info to a man named Daryl. It was suggested that I be patient and give Customer Service a little more time to react to my May 11 email. May 26 I called the 1-80*-695-**** number (third time) and attempted to explain (to Donald) my concern that I was receiving no response to my May 11 concerns. At this time I requested to speak to a supervisor. Donald transferred me to Mark F. Much to my amazement, Donald F had a copy of my May 11 email. Mr "D" explained that after reviewing my case that there was a warranty issue and there was nothing that Cole Haan could do to resolve my concerns surrounding my claim that this particular pair of Loafer-moccasins had a defect. Yes, a very straight forward answer to my May 11 email of "Do you have any suggestions as how I may correct this problem. " Mr. D apologized for the lack of response to my concern. It is very apparent (to me) that Cole Haan had no intent of answering my May 11 email. Oh yes. Mr.D did offer to provide a 30 per cent discount on a purchase of new Cole Haan shoes. An offer that is available all over the Internet. Borderline insulting. Cole Haan has to improve their efforts to maximize the potential of the Cole Haan promise to satisfy the people they serve.
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Loss:
$150
Cons:
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Bellflower, California

Cole Haan Shoes Review

Cole Haan stopped putting Nike Air soles on their product I loved. Don't be fooled by the similar look. Only when you buy the new line will you find out how much they suck. So uncomfortable you wonder what happened. Look at the name on the bottom of the sole. Don't make the same mistake.
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Reason of review:
Bad quality
Anonymous

Expensive brand that does not stand behind quality of merchandise

Cole Haan - Expensive brand that does not stand behind quality of merchandise
Cole Haan - Expensive brand that does not stand behind quality of merchandise - Image 2

Purchased a large leather Cole Haan duffle for over $400 and after only the 6th time using it on weekend trips, the outside construction of the bag was exposed through the leather. Emailed, phoned and left messages with numerous customer service agents that repeatedly transferred me to someone else that were all dead ends.

After a month, I finally reached the appropriate person, they evaluated the bag and was I advised that I must pay for the repair. REALLY?

This response is deplorable. I have been a customer for years and will now switch to another luxury brand knowing they do not take care of their customers when merchandise is defective.

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Loss:
$400
Reason of review:
Bad quality

Preferred solution: Fix or replace damaged merchandise

Anonymous

Terrible service. No response from restoration service!

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I have had my Cole Haan Brooke bag for a year and the stitching has come apart at the strap and where the strap connects to the bag. It looks really bad now.

I sent pictures to the restoration service page, and didn't hear anything. I thought they didn't receive my first message and sent it again. It's been 4 months and counting, and still no word! For a $300 bag, you'd think their products last longer.

For that amount of money spent on an item, their service is absolutely terrible.

Will never buy a Cole Haan item again, ever! Don't know how this is even a real company.

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Loss:
$275
Cons:
  • Customer service
  • Poor quality for the price
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Frankfort, Kentucky

Horrible Refund Process

I received a pair of Cole Haan Grandpro tennis shoes that didn't fit. I returned for a refund the next day using their UPS label.

I followed up nearly a month later and was told the shoes had arrived and the refund was being processed. I was also told that refunds typically take up to 6-8 weeks. Two months later from the date I returned the shoes and still no refund. Now Cole Haan has no record that the shoes were received.

Luckily I have the UPS label, and will follow up with that tonight.

I'm beginning to think Cole Haan is intentionally making the return a hassle. I recommend you AVOID ordering from their web site.

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Reason of review:
Return, Exchange or Cancellation Policy
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