Michael/Holly Brown

Aug 27 at 8:50 AM

ToService at Restored By Cole Haan

Dear Customer Service,

Please look at the following emails. I have, unsuccessfully, been trying to get my defective

Cole Haan black leather sneakers (pictured below) replaced per your advertised return

policy - but I have been met with resistance as the below emails will attest.

An important policy question:

Does Cole Haan guaranty the quality of their shoes?

If so, I would either like to have my shoes replaced - or get credit toward another pair of

Cole Haan shoes.

If possible I would like to swap out my defective shoes for a pair of Cole Haan's Men's

Elton Toe Oxford's # 16755 in the advertised color.

As a long time Cole Haan customer I look forward to your answer.

Thank you,

Michael Brown,

From: Service at Restored By Cole Haan To: 'Michael/Holly Brown' Sent: Wednesday, August 27, 2014 6:09 AMSubject: RE: Shoe pics

Good Morning Mr. Brown,

We do apologize. Unfortunately, we are not able to process customer accommodations at restoration and would only be able to proceed as outlined. If you believe this is a warranty issue the item must be returned to the place of purchase or any Cole Haan retail storefront location and a manager will gladly review your issue. You may also contact Cole Haan Customer Service at customerservice@colehaan.com for advice and guidance on warranty policy. We do look forward to being of service.

Kind Regards,

Karen Pollard

Cole Haan Restoration

From: Michael/Holly Brown [mailto:michael_brown91311@yahoo.com] Sent: Tuesday, August 26, 2014 12:52 PMTo: service@restoredbycolehaan.comSubject: Fw: Shoe pics

HI Karen,

Here's another thought. Since I won't be buying these same shoes again

can you give me credit so I can purchase another pair of Cole-Haan shoes?

Michael Brown.

----- Forwarded Message -----From: Michael/Holly Brown To: Service at Restored By Cole Haan Sent: Tuesday, August 26, 2014 7:51 AMSubject: Re: Shoe pics

Hi Karen,

You have a guarantee return policy. Why doesn't this apply to

my shoes? The leather upper cracking in the shoes shows poor

quality. Is this your new standard of manufacturing? Sorry to have

to ask such a blunt question but I have not had this problem with

your shoes in the past.

Michael Brown.

From: Service at Restored By Cole Haan To: 'Michael/Holly Brown' Sent: Tuesday, August 26, 2014 6:46 AMSubject: RE: Shoe pics

Good Morning Mr. Brown,

Thank you for your photos of the shoes. Our service team has reviewed your photos. Unfortunately we must advise that this is not a restorable style. We cannot replace the sole and heel unit of the footwear. It may be possible to reattach the existing sole and the estimated fee is $20 plus shipping. We would not be able to replace any leather in the uppers. A Recondition and Refinish of the leather for $30 would render the leather more supple, however we would not be able to remove the cracks and creases in the shoes and would not guarantee that the leather will not continue to crack. Please advise if this would be of assistance and we will be happy to be of service.

Kind Regards,

Karen Pollard

Cole Haan Restoration



From: Michael/Holly Brown [mailto:michael_brown91311@yahoo.com] Sent: Saturday, August 23, 2014 11:44 AMTo: service@restoredbycolehaan.comSubject: Fw: Shoe pics

Hi Karen,

I've had no response from you. Did you receive my email below?

Best wishes,

Michael Brown.

----- Forwarded Message -----From: Michael/Holly Brown To: "service@restoredbycolehaan.com" Sent: Tuesday, August 12, 2014 8:24 AMSubject: Fw: Shoe pics

Dear Karen,

Trying to send pictures to you once again!

Here are the pictures of my size 12 M shoes that are deteriorating. Please advise on

what it would cost to have them repaired. Download to see full pictures.

Thank you,

Michael Brown

23740 Webb Rd.

Chatsworth, CA 91311


Sent from my iPhone

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My upper part ripped in about two months and they wouldn’t fix it.


Cole Haan does not back up their products and must be looking for quick profits, not life-long customers. I'm in my 30's and have bought 3 pairs of Cole Haan shoes and they will be the last 3 pairs I ever buy because I can't trust them.

I may have worn this pair of leather soled shoes 15x over 2-3 years and the leather has completely delaminated from the sole while sitting in my closet. I'll pay to get them fixed, but won't buy another pair from Cole Haan and I won't mind sharing my experience with friends.


Don't use Cole Haan restoration services, they are terrible and don't warranty their work. I have a pair of wingtips, the soles delaminated after about 20 wearings. Sent them back, they replaced the soles and now with hardly any wear on them one of the soles popped off yesterday when I was kneeling down.

Burbank, California, United States #1070179

Try Newsole.com, they restore most cole-haan shoes, even deteriorated bottoms. It will not be cole haan soles but I have been pretty happy with their process

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