Business Profile

Womens Clothing

Coldwater International LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Coldwater International LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

156 total complaints in the last 3 years.
115 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/27/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
DATE OF TRANSACTION: 13 DEC 2024 Order # ******** PROBLEM: Amount: $98.74. I get an email once monthly from company stating "$98.74 transaction pending". It has been 4 1/2 ************** RESPONSE: I have asked them several times to cancel this order and they refuse, stating "we cannot cancel your order because it is being processed in our warehouse." But nothing is being processed and I want this cancelled. They refuse.I just want this order cancelled. Company will not do it for me. Seeking help.
Customer Answer
Date: 04/27/2025
Date of purchase: 13 DEC 2024
Status of purchase: Unfulfilled
Request to Cancel purchase: Refused.
Cost of purchase: $98.74. They keep this is a "pending" status so I get an email every month about it being "pending."

Business Response
Date: 04/30/2025
Order ******** placed December 13, 2024 has shipped on 4/28/2025. The package can be tracked at this link:
*************************************************************************************************************************
Customer is welcome to return the package once it arrives by printing her label here: ***********************************************
Customer Answer
Date: 05/01/2025

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.
I believe it was only resolved because I contacted BBB. Otherwise it would have remained pending and unresolved.
This company has pretty pictures in their catalogues and website offering their pretty items for sale.
That (pretty pictures) is where it stops. Any other attempt to do anything with this company goes badly. They don't even have a working phone for customer service!
They sneak a "member fee" on the consumer too, for "free shipping". They make it easy to make a mistake and sign up for the fee accidentally, customer must be very cautious, it is sneaky.
I will never go anywhere near this company again. Dangerous! Tricky! Too much stress! There are better ways to shop than incur all the stress caused by this company.
If BBB can post warning signs about shopping here, I wish they would, if at all possible. Shady company.
Thank you
Sincerely,
*** *******
Initial Complaint
Date:04/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 20, 2025, I ordered 2 jackets from **************************. (Order # ********). Waited a long time with no communiction. The charge for this purchase was repeatedly added to my credit card, then removed (not sure by who). Finally called the company and asked to cancel the order. Was told it was cancelled and I would receive an email confirming. Never received an email. A few days later, got a shipping notice for one of the jackets and it was charged to my account. I did receive the jacket and since I ordered it and wanted, I kept it. Now I am getting charged again for the SAME jacket. I called on 04/17/25 to find out what was going on and was told this new shipment was cancelled, but they can't confirm that it has been cancelled and the charge will be removed from my credit card. Was told the warehouse needs to be notified first which means it will probably be shipped again and I will have to pay to return it.I want this company to resolve this problem and remove me from all their customer data.Thank you.
Business Response
Date: 04/30/2025
Upon review of this order, the system shipped without actually charging the customer. We have fixed the order for the shipped item and she will receive her charge for it and the authorizations will cease.
Customer Answer
Date: 05/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and accept the resolution. ********, the customer service was deplorable. I never a correct accounting of what happened until I had to take my complaint to the BBB. I still request to be removed from their customer files and never contacted again. And my name is spelled *******, not MELLANIE.

Sincerely,

******* *****
Initial Complaint
Date:04/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
January 25, 2025 placed order for clothes. Total was $411.44. Order was shipped with one item on backorder and I was charged $353.24. When the back order item shipped four (4) months later in March 2025, I was again charged $411.44 rather than $58.20 for the one item. I have been in contact with them for almost a month now and they keep saying the $411.44 is pre-charge and will fall off but it doesn't. There is only ONE $411.44 charge because there was an item backordered so the original order charge was $353.24 - then when the backordered item for $58.20 finally shipped 4 months later, the total would have been $411.44 - but the original amount charged was $353.24. So I am now owed $353.24 credit and the backordered shoes will be paid for.January $411.44 original pre-authorization $353.24 shipped originally $58.20 amount difference for back order item March $411.44 charged AGAIN for backordered item that should have been $58.20 I have gone to my credit card company and disputed the $353.24 and they are investigating. I have again heard from the company with them stating what I'm stating but still have not issued a credit.
Business Response
Date: 04/29/2025
Please accept our apologies for all of the inconvenience and trouble with the order. We have reported this for further review and resolution. Customer will be contacted at the provided contact information with an update by May 1, 2025.
Customer Answer
Date: 04/29/2025

Complaint: 23213495

I am rejecting this response because: I have been provided these exact same files a number of times. And they show exactly what I ordered - but I have been double-billed on the 2nd shipment for the entire $411.44 when I should have been billed for only the backordered item for $58.20 since I was billed $353.24 for the first shipment.
I ordered 10 items and paid for 20 the way they are billing me.
1st shipment $353.24 January 5, 2025
2nd shipment $58.20 - but I was billed $411.44 March 25, 2025
I was billed $353.24 for 1st and billed $411.44 for 2nd shipment when It should have been only $58.20 for the back order

Sincerely,

***** *******
Business Response
Date: 05/01/2025
We have verbally spoken with the customer and assisted her by phone to resolve this issue. Customers refund has been started and should reflect to her within 3-5 business days.
Customer Answer
Date: 05/01/2025

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.
They have issued a total refund for $353.24

Sincerely,

***** *******
Initial Complaint
Date:04/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a couple of purchases. The items did not fit. I returned them. The tracking numbers were 9500 1119 2112 5049 4590 31 and 9500 1119 2112 5049 4590 55. I have conformation that both of these packages were received by the company. I have called them multiple time and also contacted ****** (where I paid for the purchases). I would like to have my money refunded to me. These items were returned on February 18, 2025. I still do not have my refund. Please help! Thanks!
Business Response
Date: 04/22/2025
Please accept our apologies for the inconvenience. We have created refunds for both orders. Please allow 3-5 business days for the refund to post to your account.
Initial Complaint
Date:04/14/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ORIGINAL ORDER: E11433155 DATE: 04-05-2025 PRODUCT: ************ Hidden Stretch-waist pants Here is the verbiage from the website under Returns -> Exchanges:"Please contact ************* at ************** to initiate a Rapid Exchange.************* will place your new order with free shipping and send you a p***aid shipping label to return the item you wish to exchange.Although you will be charged for the new order, your exchanged item will be refunded as soon as we receive it, and you will incur no additional shipping charges." This is what I did on 4-13-25. I called at 4:55pm from phone number ************. I asked that your exchange policy be adhered to in that I would NOT be charged for sending the pair back as I was exchanging. I asked to speak to a manager AT LEAST six times as the customer service *** was of no assistance. Finally she put me on hold. When she came back she ASSURED me more than twice that I would NOT PAY shipping on the new item, AND WOULD NOT pay a fee to have the wrong item returned. INSTEAD, I AM BEING CHARGED TWICE TO RETURN THE ***** This has NOT been put in the mail yet as a return, I'm basing my information on the email received that states: $79.97 MINUS taxes and adjustment of $9.85 MINUS processing fee of $9.95 for a TOTAL REFUND OF $60.15! THIS IS UNACCEPTABLE. On your website under returns -- "RETURN BY MAIL" it states "(Shipping fee of $9.95 will be deducted from the refund on your original method of payment.)". HOWEVER, THIS IS NOT STATED IN THE "EXCHANGES" CATEGORY.I expect you to honor A. your stated return policy and B. what your CS *** stated to me. I know all these calls are recorded so no excuses that she "didn't say that" as I clarified several times what I wanted.
Business Response
Date: 04/15/2025
Our apologies for any confusion. The exchange order D11474495 was placed with no shipping charge. In reference to the returned order, the return portal will say that you will be deducted the label fee but we waive/refund it on the back end since the portal is automated. Customer will have to use the Happy Bar in order to not be charged for the label fee upfront, but if she mails it in we will have to refund the $9.95 after the return is processed. I hava attached a screenshot of us waiving the label fee for a Happy Bar return transaction.
Customer Answer
Date: 04/30/2025

Complaint: 23203673

I am rejecting this response because: I received a credit on my AMEX in the amount of $59.19. The total of my credit should have been $70.10.
Here is the breakdown: original price of $79.95 - promotional discount (20%) of $15.99 = $63.96 PLUS tax of $6.14 = THE TOTAL REFUND AMOUNT OF $70.10. You still owe me $10.91.

Sincerely,

*** ******
Business Response
Date: 04/30/2025
We have refunded the $10.91 to the customer and it has posted today. It may take 3-5 business days for the refund to reflect to the customer.
Customer Answer
Date: 05/02/2025

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
Date:04/14/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 4th, April 5th, and April 6th I placed 3 different orders using my **** debit card. I entered my billing address which the "full correct" billing address was required to process the payment on my card.The order amounts were $720.68, $135.35, and $364.26.and payments all cleared on April 6th.I was notified today April 12th my items were being delivered to ab address that I never entered as I requested my billing address was where my items needed to be delivered. I called Coldwater Creek today to ***ort this issue and asked for them to retrieve my items. Coldwater Creek refused to have DHL (their shipper) to go back to retrieve my packages. I pointed out the fact that they had my correct address as my bank would not allow the transactions without the correct address. Coldwater creek could not explain why they shipped my itels to the wrong address, they explained that they refused to resend my items to me nor would issue full refund when they made the mistake on their side for shipping address To add more injury to me as a consumer, they wanted me to go door to door across my 300+ home subdivision. I explained to them that I have a terminal condition and could not do that. And again asked them to have their shipper retrieve my items and they said that they would not do that.This retailer took my money over the internet, refused to look at my billing address as my address for shipping, and printed off the wrong address that I never entered into the system. When I pointed out to the customer **** the fact that they had my correct billing address which was also my shipping; the customer *** could not respond how that could be and then in their shipping **** they printed a wrong address set of labels for my orders. The customer *** shared that he made sure that my shipping address did match my billing as I originally requested to be used for my order originally.I want my items or full refund.
Business Response
Date: 04/15/2025
Upon review of this order, it appears the billing and shipping address were entered in incorrectly on all three orders. Our systems are unable to be changed once it is submitted, the attached images are to show that the order was placed with the 8400-street number for both billing and shipping on all three orders. We are unable to provide a refund or re-shipment, nor can we provide a retrieval by way of the carrier.
Customer Answer
Date: 04/15/2025

Complaint: 23197186

I am rejecting this response because: the business (according to my bank where my credit card is with) could not have charged my credit card without the correct address which is required for any non reoccurring orders which this situation was a new order and not a reoccurring order.

The conduct of the business was horrible towards me as a terminal and elderly patient demanding that I walk door to door to locate my items. Very evil thing to do to a terminal patient who is also a senior citizen.

I will never do business ever again with this horrible company and I now see why they keep being bought or going bankrupt. No customer should ever be treated this way. I do plan to share my experience with various consumer networks as buyer beware experience

Sincerely,

***** *****
Initial Complaint
Date:04/10/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 2 items (via website) on 02/12/2025 for a total of $153.06. I initiated a return of the 2 items on (approximately) 2/25/2025 using the linked website provided by the company (Happy Returns). On 2/27/2025, using the shipping label provided by the company, I sent the 2 items for return via ****. I requested a receipt and was provided a tracking number. The items were received by the company on 3/3/2025. By 3/20/2025, no refund had been issued, so I called the company via the phone number on my original packing slip. I spoke with a gentleman who confirmed that the items were received and he said my refund should be received "in 3-5 business days." On 3/28/2025, I still had not received a refund, so I called the company again. The young lady on the phone said something along the lines of "just because we say 3-5 days, doesn't mean the refund is initiated" and she told me it would be 3-5 MORE business days. I shared my thoughts with her at that point, including that the business practices of the company were beginning to feel like a scam and that they shouldn't have said 3-5 days if that wasn't accurate. I then asked for further clarification. She kept repeating "3-5 banking days" and then hung up on me.
Customer Answer
Date: 04/10/2025
Photos of **** receipt as well as tracking information showing when the company received the items
Business Response
Date: 04/15/2025
We apologize for this inconvenience! The package arrived to our returns center but has not yet been processed. We have gone ahead and started the refund for both items.
Customer Answer
Date: 04/29/2025

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
Date:04/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have no idea what Coldwater International LLC is and no recollection of ordering anything from them.I would like to know exactly what the supposed order was for.
Business Response
Date: 04/10/2025
We have an order on file from 12/7/2024 for an item that was backordered. Attached is a screenshot of the order and it's info. If customer would like to cancel, please give us a call at ************ or for more information.

Customer Answer
Date: 04/21/2025

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,

******** *****
Customer Answer
Date: 04/21/2025
To ******** and. Better Business Bureau:
Thank you so much for getting me all the information I needed to check my back order for Christmas. I do indeed remember ordering a white turtleneck for my sister. I just did not recognize the company. I appreciate all your help and diligence in getting me the information I needed to recall my order. Thank you again so much for all the time you took to clarify the information for me and yes I do remember placing an order for a white turtleneck size Petite small. You are truly a tremendous help.
******** *****
Initial Complaint
Date:04/08/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As of April 5, 2025 I have been charged $16.99 -- I made no deliberate agreement to pay this charge -
Business Response
Date: 04/10/2025
Customer opted in our Rewards Program during the checkout process resulting in monthly charges after a 30-day free trial. Attached is how the offer appears after checkout, where the customer accepted the offer. Here is the link to that program info and contact information to be removed and refunded: ********************************************************************** or *******************************************************
Initial Complaint
Date:04/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order with Coldwater Creek several weeks ago. Both items from the order did not work out, so I started a return via Happy Returns on March 27th, with the return being approved March 28th. This returns process indicated this would be immediate refund to original payment source, ****** with my bank debit card. As of April 7th no refund has been received. I called the customer service phone number, as my e-mail and website messages are not being responded to. I spoke with a representative who said they would process my refund. This was processed via two refunds via ******. At the same time they also processed a payment for the same amount as the refund, $76.85, which I did not authorize. I called Coldwater Creek once again, and they denied they processed a payment, but did say they had to authorize my card. I have never encountered this with a return. I provided the ****** transaction information to the representative. As the attempt to resolve the situation was going nowhere, I repeatedly requested to speak to a supervisor, but was hung up on. I spent an hour and forty-five minutes between these two phone calls, with in the end having funds still not returned. It is not the amount that is important, but the lack of initial not having the return processed without my involvement, and then to have the refund amount changed to my account without my authorization.
Business Response
Date: 04/15/2025
We apologize for the inconvenience. We have attached the transactions from ****** where it explains that we refunded the $76.85 in split payments of $52.04 and $34.68. The pending $76.85 we have made the request to void with ****** but it does have an expiration date of May 6, 2025.
Customer Answer
Date: 04/16/2025

Complaint: 23173195

I am rejecting this response because:

Although I received a refund as stated, I had to follow up with this company to process it. And, between two phone calls over nearly two hours to address the refund, then this company changing a payment, I asked thirteen times a speak with a supervisor, which was refused by the representative and I was hung up on. This whole experience has made me highly uncomfortable purchasing with this company once again. This experience was more than an inconvenience.
Sincerely,

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

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Coldwater International LLC is NOT a BBB Accredited Business.