Anonymous
map-marker Boston, Massachusetts

Three months and still no delivery even after 10 calls

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Placed an order for new laces as four pairs have laces that have broken repeatedly. Order on line - yes. Call Tracy for the laces. Yup. Call Cole Haan and ask for help. Yup. End result - 3 months - no laces. Cant wear four pairs of my shoes and they still have no resolved issue but took by $45.00+. You pay good money but the store does not carry their laces. Cole Haan Customer Service cant help and they have farmed out their restoration services...... HORRIBLE. Went and bout two pairs of Frye shoes yesterday. Tracy who handles laces was like...yes, this should have shipped a long time ago. How odd! Well, can you fix it. Yes, I will talk to someone. This has happened for three months.
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Loss:
$300
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Hope, Arkansas

Cole Haan Boots Review from Hope, Arkansas

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Cole Haan Boots Review from Hope, Arkansas
Cole Haan Boots Review from Hope, Arkansas - Image 2
Cole haan ladies ankle boot D11795 worn less than 10 times. Forgot about them and recently found them. In perfect new condition except that the sole cracked and broke apart on both boots same day. Cole Haan Restoration Serv says they have molded soles & cannot be resoled and there have been many, many complaints. Worn so little that sale sticker still on shoe
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Reason of review:
Bad quality
Anonymous
map-marker Montreal, Quebec

Great product- but really bad customer service and return process!

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Had my first experience ordering via Cole Haan website. I am in Canada. First they dont mention what is the price charged for returning an item. Second, the process is unclear. I had to call twice, their agent had no clue and put me on hold for 15 minutes. I called on a Friday and they were to issue a UPS label, 24-48 hrs I was told it would take. It has been a week now, no label, they have no way of tracking if it was sent, they had to request another one. This is really disappointing for a company of this size. Another point : out of my 3 calls , all three agent were extremely rude and you really feel they just dont care. I will never order through Cole Haan again.
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Reason of review:
Poor customer service
Anonymous
map-marker Riviera Beach, Florida

Cole Haan - Handbag Review from Riviera Beach, Florida

Cole Haan - Handbag Review from Riviera Beach, Florida
Cole Haan - Handbag Review from Riviera Beach, Florida - Image 2
Cole Haan - Handbag Review from Riviera Beach, Florida - Image 3
Cole Haan - Handbag Review from Riviera Beach, Florida - Image 4
Cole Haan - Handbag Review from Riviera Beach, Florida - Image 5
Cole Haan - Handbag Review from Riviera Beach, Florida - Image 6

I have contacted Cole Haan corporate re: Nike air heels several times with nothing more than a question and answer reply. The original cost of the shoes was approximately $200 and worn very few times as you can see no wear in the heels.

I was told by an email to go to a local store which I did ( 2/11/16 Palm Beach cole Haan outlet )& and was treated like an alien from another world speaking a different language. A business card was offered by the manager with no name on it, just the phone number 561-253-**** and a fax number 561-687-**** just to get me to leave the store. They referred me back to the restoration department which no one answers.

I show them several other Coke Haan hand pieces that I had previously purchased in the past, a $500 handbag, a small clutch approx $150 and the could have cared less....

I will never purchase another item from Cole Hahn .

View full review
Reason of review:
Bad quality
Arlan Vho
map-marker Hoover, Alabama

Cole-Haan Restoration is no service at all

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After waiting 2 months, 4 emails, and several phone calls trying to get a pair of loafers repaired that I had sent Cole-Haan Restoration, I finally got to talk to someone. They maintained that they had sent me emails, but never got anything from me, which I know to be a lie.

Never a phone call, never an email. Karen, who I talked to this morning was rude and belligerent.

I would not recommend this company to anyone.

I'll stick with Allen Edmonds and Johnston Murphy. Better quality and better service.

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Reason of review:
Extremely poor customer service
2 comments
Guest

I had similar experiences. I had an excellent pair of Dack shoes and sent them to Cole Haan for rebuild.

Everything seemed to ne going OK except I never got the items back.

I paid for the rebuild etc so I am out the shoes and the $95 U.S., which is $120 Cdn.

Where is the reliability in this type of service. I can't even get in touch with Karen, who was the person that apparently booked the order.

Guest

I had the same experience. No emails, no follow up. Sarcastic service rep.

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Anonymous
map-marker Dallas, Texas

Sold item not in stock

I was recently ordered a pair of loafers through the Cole Haan website. The site claimed it was a limited stock item. Upon arrival, I received a pair of boots instead. After talking to customer service, they said the loafers were not in stock although the website still said 'limited stock'. I sent the boots back and now they want to keep the shipping cost. I should not have to pay for shipping for a transaction that shouldn't have taken place. That is a bad way for them to keep customer's money because of a misleading website. They should have had the courtesy to contact me first before sending a completely different item.
View full review
Loss:
$5
Reason of review:
Order processing issue
1 comment
Guest

Loafer soles falling off. Embarrassing for what used to be a high quality shoe.

Anonymous
map-marker Chicago, Illinois

Shame on you, Chiccago Cole Haan clerk

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I just had the worst retail experience of my life and I have Cole Haan to thank for it. I wear nothing but Cole Haan shoes and have bought shoes at the Michigan avenue store, Macy's, Bloomindale's and the Cole Haan outlet store. I bought shoes at the outlet store last week,which after a day of wear proved to be too tight. I called the outlet store and had been told by the person there that the shoes could be exchanged at any Cole Haan store and after mentioning I lived in Chicago, he told me " oh ..just go the Michigan avenue store, and just bring your receipt ". I went to the Michigan avenue store today, after telling the clerk the scenario, he said, you can not exchange outlet store shoes at a full price retail store. When I told him that the clerk at the outlet store told me to come to this store, he informed me that information was incorrect, but I " was free to browse and buy anything I would like ". This is when the problem really started. I understand the store policy, and it is unfortunate that that all sales clerks are not aware of the Cole Haan return policy. After being told " I was free to purchase anything I wanted " I informed the clerk that I would never buy another pair of Cole Haan shoes ever and that I wanted to speak to a manager. She was standing right there and I informed her of the situation, I was told about the store policy, which again I understand and have no problem with. Its inconvenient, but I understand. The clerk then said with a big grin," enjoy the rest of your day "...was that really necessary ? Is it customer service to treat people that way ? This clerk was the prototype of the smug arrogant retail clerk who thinks because his work address has Michigan avenue in it, he is something special. In my business the customer is special, especially one who has been a customer over 25 years. I informed the clerk to enjoy the rest of HIS day and his arrogant attitude, again all the while looking at me with a big smug "I told you so" smile. I guess retail business is so good that customers can be alienated so easily. This was so unnecessary. I love your shoes and I have always had a great experience at this store in the past. Cole Haan management, first, train your staff to be pleasant, helpful and informed of store policy. Take this for what it is, a story from a very unhappy lost customer, that none of your clerks will ever have to bother with again.
View full review
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Allen, Texas

Return Policy

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I wear size 11.5D shoe, sometimes size 12. Cole Hann sales person at Allen, TX convinced me to buy size 11.

Said they would stretch out and I should buy small. I did, *** me. Clerk was pleasant and polite, but not helpful to fit me with the proper shoes (bought 3 pair). They set in the closet unopened (not worn) to 6 months.

Tried them on and too tight, hurt too badly to wear. Called Cole Haan in Allen, TX and told the only thing they would do is stretch them. When shoes are new in box, some consideration should be given. I trusted Cole Haan to provide correct size.

Cole Haan can't be trusted.

Need to change brands. Other shoes purchased from Cole Haan that were 11.5D and fit fine.

View full review
Loss:
$235
Pros:
  • Polite and pleasent
Cons:
  • Exchange policy
Reason of review:
Not as described/ advertised

Preferred solution: Exchange for proper size

Anonymous
map-marker Dubai, Dubai

Cole Haan - Loafers Review from Dubai, Dubai

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Where bad service I've bought one pair of shoes in Dubai Marina Mall and they lie to me. My size is 43 but they give me wrong size which is not my size 42.5 cause I wear it only once for few our I got terrible pain and it totally damaged my skin. This is not right customer service. When I went there Even they made mistake and they just blame me cause I never expected that they'll give me wrong size I asked 9 means what size one staff told me 42.5 one who sold me the shoes told me 43. So I don't what's the service. Very terrible service I ever got.
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Reason of review:
Not as described/ advertised
Anonymous
map-marker North Palm Beach, Florida

COLE HAAN ---BAD NIKE AIR HEELS BY COLE HAAN

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I HAVE CONTACTED COLE HAAN CORPORATE RE: NIKE AIR HEELS SEVERAL TIMES BY BOTH PHONE (NO ONE ANSWERS) AND EMAIL. WITH NOTHING MORE THAN A QUESTION AND ANSWER REPLY.

I HAVE SENT PHOTOS OF MY SHOES WITH THE MAJOR

CRACKS IN THE NIKE AIR SOLES. THEY ADVISED ME IN A STANDARD EMAIL TO GO TO A STORE AND SPEAK WITH THE FOLKS THERE. I WENT TO THE (PALM BEACH OUTLET, PALM BEACH FL, WHO TREATED ME LIKE AN ALIEN FROM ANOTHER WORLD, SPEAKING A DIFFERENT LANGUAGE. A BUSINESS CARD WAS OFFERED WITH NO NAME ON IT AND JUST A PHONE T#561-253-**** F #561 687 ****, JUST TO GET ME TO LEAVE THE STORE.

THEY REFERRED ME BACK TO THE RESTORATION DEPT. WHICH NO ONE ANSWERS....COLE HAAN HAS LOST A CUSTOMER OF MANY YEARS. I AM 68 YEARS OLD AND REFUSE TO LET THIS GO AWAY WITHOUT HEARING FROM THIS COMPANY. PLEASE KEEP IN MIND THESE SHOES WERE WORN APPROXIMATELY 5-6 TIMES.

PRODUCT IS TRASH.

APPROX. COST OF THESE SHOES WAS $150-$200.

View full review
Loss:
$200
Cons:
  • No customer service
  • Customer service
  • Poor quality for the price
Reason of review:
POOR QUALITY AND NO CUSTOMER SERVICE
Arelene Biw
map-marker New York, New York

Cole Haan Shoes Review from New York, New York

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Cole Haan Shoes Review from New York, New York
Got my shipment , but the box was ripped & retaped! Called customer service , ask me wend pictures , here it is
View full review
Reason of review:
Problem with delivery
1 comment
Arelene Biw

Above all , nothing was inside the box , it was empty ! I checked the box in front my doormen .

There is nothing ! Don't know if it's the UPS or Warehouse !

Or my building , anyway paid money got nothing ! Don't where to go , so posted this hope someone can help me to resolve this !

Anonymous
map-marker Washington, District Of Columbia

Disappointed with Cole Haan Restoration/Customer Service

The zipper slider of my Cole Haan boots had broken and the zipper pull fell out. I sent in for repair---I sent both my boots because they will also buff them and shine them up.

They mailed me my right boot by itself. My left boot somehow got lost, but even then, why would they think it's okay to mail in one boot? Once they located my left boot (which was the one that was broken), they mailed it. However, they didn't even fix the root of the problem (the zipper slider). They had just put in a zipper pull, and of course, it fell out again.

I would not recommend their services, and in fact, I'm quite turned off by Cole Haan in general now. I paid $60 for services not rendered.

Please stay away from the brand as when you encounter issues, their customer service and restoration services really are terrible.

View full review
Loss:
$60
Reason of review:
restoration service, poor customer service, problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Boyes Hot Springs, California

Cole Haan - Shoes Review from Boyes Hot Springs, California

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Attention Consumers: I ordered 4 pairs of shoes from Cole Haan online. All 4 pairs are very poor quality. You can find better craftsmanship at Target. The materials are inferior, they are not true to size, overall a complete waste of money. Too bad two pair were purchased final sale. Should you find yourself in the market for a pair of Cole Haan shoes, do yourself a favor and visit a store to see them in person. Do not make the same mistake I did and purchase sight unseen, final sale. Very, very disappointed.
View full review
Reason of review:
Bad quality
Sherrilyn Xic

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Verified Reviewer
| map-marker Spring, Texas

Cole Haan Shoes Review

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Hello im Farrell about a year or so ago i purchase 2pairs of shoes as you will see in my video . The shoe had not been worn be two maybe three times but the heel came apart. ( im about 6ft 170 lbs ) please contact me
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Reason of review:
Damaged or defective
Laquita Lyx
map-marker Pompton Lakes, New Jersey

Unwilling to accommodate a pregnant women - this company does not care about their customers

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I came across a shoe I loved and thought would be comfortable for the winter season coming up. It was on sale and than an extra40 off. I was so happy. I was even more happy when I received the shoes and they were the most comfortable shoes. Not even that - they fit my feet. My feet are so swollen and uncomfortable from being pregnant that I cannot even get slip on shoes to fit my feet right now. I went back on the website as soon as I got off work a couple days later to order 5 more pairs of shoes at the sale price with extra40. I thought I had saw it ended that day so I went back on. The promo would not work. I called to get assistance and both the rep and supervisor (John) absolutely refused to assist with the sale price from just a couple of days before. I literally have no shoes that fit my feet and have a baby on the way. They were rude and argumentative. Zero accommodations at all. I am so terrible upset and disappointed in this company. I thought I was finding a great company with a great product and the customer service just completely turned me off. I will keep searching to find a brand and company that actually ***cares*** about their customers. PS. They made me cry.
View full review
Loss:
$200
Cons:
  • Return procedure
  • Rude phone representatives
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Price reduction

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