ComplaintsforColdwater International LLC

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online purchase on February 10, 2024 and was involuntarily entered into a *****/mo automatic withdrawal scam. The last four months I have been charged ***** without my consent. I want it to stop and I want my money back.

  Business response

  06/17/2024

  Upon review we see that the customer opted to join my rewards program online when placing the order online on 02/10/2024.  By opting into the rewards program, you agree to the $14.99 monthly charge.  A welcome email was sent to the customer after opting in the program on the same day.  We canceled the customers membership in the program on 06/16/2024 and refunded the customer a total $59.96 which will post to the original form of payment within 7 days.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an online clothing purchase from this vendor in early 2024. The product took a long time to arrive; I received it two weeks ago. And today I noticed that the company has been charging $14.99 for a 'rewards' program I never signed up for. They've charged my credit card 3 times for this (Mar-May). I looked through my inbox and found an email in Spam from Feb in which after various offers, at the very bottom it mentions automatic renewal for the program. I never signed up for it, nor did I agree to make this payment. The Spam email included a Password to sign into my 'rewards' account, which I tried, in an attempt to cancel this program. The password didn't work and I had no access. I called and eventually got through to someone at ***************** and even then, it took them some time to locate my 'account'. I did manage to get the service canceled finally and have that confirmation email. The ** staff told me that the 'rewards' program was activated by a free shipping offer and if I got a product with free shipping I would be enrolled in the program. I did get free shipping which was offered when I placed the order, but nowhere was it mentioned that I would be charged $14.99 a month because of that. It's outrageous that they can just include and charge customers for services that we neither asked for nor signed up for! (The total amount I note below doesn't include the product price)

  Business response

  06/13/2024

  Upon review we see the customer placed an order online on 02/08/***** and at the time of the order clicked to opt in to the customer loyalty program.  When clicking to opt in the loyalty program you are agreeing to the terms of the program which includes the fee of $14.99.  We also send a welcome email after enrollment with the details.  We apologize for any confusion caused.  We have canceled the membership and created a full refund in the amount of $44.97 which will post with in 5 business days to the original form of payment.

  Customer response

  06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order date:2/15/2024 Original Cost: $105.94 Items in mail for return: 2/22/2024 using Coldwater Ceek provided return label Package delivered to a return agent in ********, MT 3/14/2024.I began calling Cold Water Creek about my expected return of $74.90. An employee gave me a refund code number to reference. I called again 5/9/2024. Employee told me for some reason the return was not processed & that she would process the return that day. She said the return should be seen on my account in 3 to 4 days. On 5/29/2024 I called again as I still do not have my $74.90 return. Employee told me it had been rejected by my original credit ********** needed another credit card to process the return. I called the credit card company she said had rejected the return payment. They said they had not received the entry from Cold Water Creek. I have the distinct feeling I am ever getting my $74.90!

  Customer response

  06/08/2024

  My complaint has been resolved.  Coldwater Creek kindly returned my original purchase amount.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Have not received refund for item returned to Coldwater Creek.Item was returned in new condition, never worn. Sent back the day after I received it. I reordered a smaller size which I already received. Request full refund of $95.30 to my credit card. I paid the cost of return shipping so this should not be deducted from refund.Have called Coldwater Creek twice. During both calls, they acknowledged the returned item had been received in their warehouse. They assured me the refund would be processed "immediately"...in 7-10 days but after multiple weeks, no refund has been made.Disappointed in Coldwater Creek's customer service. I would like my refund.

  Business response

  05/20/2024

  We apologize for the inconvenience caused.  We have processed your refund in the amount of $95.30 and it will post to your original form of payment with in 5 business days.  Again, we apologize for any inconvenience caused.  

  Customer response

  05/21/2024

  Refund was finally issued after calling Coldwater Creek 4 times over the course of 7 weeks.  No explanation was provided on why they would not issue the refund.  Will not do business with them again.

  Customer response

  05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *************************
  Sincerely,
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 4, 2024, I placed an online order with Coldwater Creek. I did not receive a shipping date, so a week later I called the company. I was told that the items which I ordered were on back order, but were scheduled to be shipped within a week. I also advised the company's rep that I had been charged a shipping fee, which was supposed to be free shipping. The rep replied that the shipping fee would be refunded back to my debit card. That has not happened. The shipping date came and went, without my delivery. I called again, and was advised that the items were still on back order, and received a new ship date. Again, no delivery. This scenario was repeated several times. Finally, about 10 days ago, I called again, and was told the items were no longer available, and my order had been canceled. This morning, I received a text notification from my bank that my account had been charged and had PAID Coldwater Creek the amount for this order. I called the company, and the rep insisted the amount was on HOLD. I told her I have a receipt from my bank today, April 22, showing it was PAID today. The rep said she would pass this on to her "higher-**** for investigation, and told me the time frame is three business days. I advised her that MY time frame is ONE DAY, today. And I demanded my refund be applied to my bank account TODAY. I also emailed the company's *************************** concerning this issue.So far today, I have had no further communications from Coldwater Creek.

  Customer response

  04/23/2024

  I have attached a copy of my Chase Bank's notification of payment, which I preauthorized on March 4, at the time of submitting my order to Coldwater Creek. This payment was to be on hold until the order was shipped. My order was canceled by Coldwater Creek on an unknown date, but the company put the payment through on April 22. 

  Business response

  05/20/2024

  We apologize for the inconvenience caused by this experience.  Upon review we do see that the item is sold out and we will be unable to fulfill your order and have removed the authorization on our end and should be removed by your financial institution with in the next 5 business days.

   

  Again, we apologize for any inconvenience we have caused.  

  Customer response

  05/29/2024

   
  Complaint: 21611016
  
  I am rejecting this response because: I was contacted by phone, by a Coldwater Creek Rep, who offered me a small discount (which, by the way, is offered regularly to every repeat customer!) on my next order. The appropriate solution, which I had requested previously, would be a substitution of a different color of the same item I had originally ordered, at the same sale price. I don't believe this is an unreasonable request. My original order was for two T-Shirts in a color that was no longer available. I would simply like two of a different color, at the same price, same size, same free shipping, per my original order. 

  
  Sincerely,
  
  *************************

  Business response

  05/30/2024

  Thank you for letting us know.  We will have one of our supervisors reach out to you to honor this request as you are absolutely right, we should have offered this to begin with.  We are so sorry that we failed to provide you with this when you contacted us.

  Customer response

  06/06/2024

   
  Complaint: 21611016
  
  I am rejecting this response because: According to the company's response through the BBB, I was promised a contact by one of the company's supervisors to resolve this issue. Now, eight days later, I have still not been contacted. 
  I had been a loyal customer of this company at their brick-and-mortar locations for decades, and am amazed by their LACK of customer service since becoming solely an online business. 
  
  Sincerely,
  
  *************************

  Business response

  06/13/2024

  As a courtesy we have sent you the other sale color (honey) at no cost to you. It has shipped and you can expect to receive it with in 7-10 days.  You can also track via **** using tracking number 9261290339743901366733.

  Customer response

  06/15/2024

   
  Complaint: 21611016
  
  I am rejecting this response because: I was finally contacted by a supervisor from this business. She offered me multiple options - (1) purchase, at regular price of $24.95, a T-shirt in the currently-only-available color of Honey, or (2) wait until more colors arrive in stock at the end of June, and purchase at regular price of $29.95. I rejected both offers, as I simply asked for color substitutes of the same product per my original order, two T-shirts, at that same sale price of $5.00. In previous communications through BBB, the business representative agreed that this was, indeed, a reasonable request and which should have been initially offered by the business in the first place. The business representative also said she would have a supervisor contact me to follow through with my request. Now, it appears that the business has no intention of honoring this proposal mentioned by the business representative. An email was sent to me by the business advising that an order consisting of one T-shirt, in yellow, at no charge (as a "courtesy") has already been shipped, and I don't know what to do with it (if it even arrives) because I don't even wear yellow. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed and order for a coat on 1/15/2024 through Coldwater Creek International, LLC. Invoice ID ************* and Transaction number *****************. Several attempts have been made to process my payment, through PayPal, last attempt on April 5, 2024. I have tried a few times to cancel the order but have been told that the order is in a warehouse and cannot be cancelled. I have contacted my bank and PayPal who cannot dispute the charge, until the charge is actually made. I feel that this company is scamming the online shopping community. Any input or advice would be gratefully appreciated!

  Business response

  05/10/2024

  Desh from Coldwater Creek stated that when the consumer called on 3/1 saying that she wanted to cancel the order, she was told that they could not because items were already in the delivery process. The consumer was charged on 4/25 ($167.96) and her order was delivered on 5/3. **** stated that they provided the consumer free return shipping so that she could obtain a full refund for her order after sending it back.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a return to this company that was mailed using the shipping label provided on 3/22 - they state they never received the item until 4/11 and they will need another ***** days to process in their warehouse. This is crazy! When I advised that I would be filing this complaint as well as a dispute with my credit card company, they started issuing credits on my card but for incorrect amounts and clearly not the money that they owe me. According to my calculations, they owe me around $215. and this needs to be addressed.

  Customer response

  05/13/2024

  It took months but this company has credited my card (I had to file a dispute and attempt to prove my return as they lost part of my return). I CANNOT RECOMMEND THIS COMPANY????

  They are very difficult to deal with and horribly slow to respond if at all. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 11, 2023, I made a purchase from ColdwaterCreek. I received my order, decided not to keep and returned all the products. Apparently, just purchasing something automatically (WITHOUT consent) they enroll you in a program to deduct from your credit card EVERY month! So beginning in November, they began taking money from my account without my consent. The following has been deducted without my consent:11/10/23 $15.81,12/10/23 $15.81,1/9/24 $16.17 (notice- they even increased it, without consent!),2/8/24 $16.17,I noticed this on my January bill and contacted them to STOP billing/membership or whatever they call it, that they WITHOUT CONSENT sign people up for.Now I have my Feb bill and I am STILL being billed without consent.This is THEFT. I am requesting a FULL refund for all of these deductions without my consent.

  Business response

  04/05/2024

  ****** at Coldwater Creek confirmed the rewards membership was cancelled 02/13/24. A refund is now being processed and a confirmation email is being sent to the consumer.

  Customer response

  04/14/2024

   
  Complaint: 21416817
  
  I am rejecting this response because: I have not yet (4/14/2024) received an email response, NOR my reimbursment that is deserved from them (WITHOUT CONSENT) deducting from my creditcard. I still expect FULL REIMBURSMENT for all monies (see original complaint) deducted from my creditcard WITHOUT CONSENT (which is STEALING/THEFT). Fully reject company response, as I have not received owed money.
  
  Sincerely,
  
  *************************************

  Business response

  05/06/2024

  ***** from Coldwater Creek stated that the consumers refund of $59.96 was processed.
  
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nov. 2, 2023, I made a purchase with Coldwater Creek for $68.44. I received the items ordered. I established an account to monitor the shipping of those items, but unbeknownst to me this company signed me up for a rewards program at that time.On the dates Dec. 26, 2023, Jan. 23, 2024, and Feb. 22, 2024, I was charged for an alleged rewards membership. These were small debits that went under the dollar level I have sent for alerts on this account. The customer service department at my bank informed me that merchants are signing up unsuspecting patrons and to file a complaint here.I am demanding a refund of a total of $44.97.I was forced to close the account to get out of these fraudulent

  Customer response

  02/29/2024

  In response to the question for my shipping address, it is:

  *********************

  ********************************

  ***********, ** 33950

   

  Business response

  02/29/2024

  ****** from Coldwater Creek stated the consumer would receive a refund and cancellation email as they are issuing the refund in the amount of $44.97 back to the consumer and cancelling her membership.

  Customer response

  03/01/2024

  Update,

  Coldwater Creek just refunded me the amounts they debited from my checking account. How do I update the complaint to say they made it right?

   

  Customer response

  03/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Coldwater Creek retail online ordered on December 31 2023, order number #E9765245 with two items. First item All Season COAT was shipped, returned, refunded no problem. Second item issue: After 3 customer service telephone requests, I received the same response refusing to cancel my backordered All-season jacket item ************ saying "cancellation is not possible as item is in warehouse PICK status" This Pick status, sitting in warehouse supposedly, has been nearly 2 months while Coldwater creek continues to charge my paypal/visa account $175.36 WEEKLY for authorization; charges- then deletes the charge after ~3 days over and over again. Customer service will not escalate to anyone as they say escalation is futile or "no supervisor available". Their resolution response is to WAIT for the item to ship, then they give me a code to return it no charge. Please help to get Coldwater Creek to cancel this backordered item and stop their ongoing charges to my paypal/visa (they called them "authorization" charges).

  Business response

  03/19/2024

  *** from Coldwater Creek stated that the All Season Jacket was cancelled on March 11 and no more authorization holds will be charged. *** stated the last hold was placed on March 4, before the cancellation of the order and everything is now cancelled.
  

  Customer response

  03/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩