ComplaintsforColdwater International LLC
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Complaint Details
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Initial Complaint
03/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order (E07269403) back in November 2022. The order came in two separate shipments, several weeks apart. I had returns from each of the shipments. I have called twice and emailed once regarding the status of the returns. The phone calls just garnered a response that holiday orders were taking longer to process and give it more time. My email to ****************************************** has received no response from the company.Business response
05/24/2024
We apologize for the delay in the response. Upon review we see that the customer contacted us on 11/14/2022 about this complaint. We immediately created a full refund in the amount of $108.96. The refund was paid to the original form of payment on 11/22/2024.Initial Complaint
11/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased two items and returned them because they were too big. I returned them in the same package. I have been refunded for one, but not the other. I've emailed and called, but Coldwater Creek's customer service is outsourced and not very useful. I just want my $75 back for the second item I returned.Business response
05/29/2024
Upon review we see that the customer's order was placed on 10/26/2024 and the total of her order was $137.84. The customer was due a total refund of $125.97 and was refunded $75.43 and when she contacted us about the discrepancy, we created an additional refund of $50.54 which was paid on 11/14/2022 to balance the refund. The customer used our prepaid return label which there is a charge for which is why her refund was less than the original charge. Additionally, a system glitch caused an additional refund in the amount of $51.69 to be paid to her on 01/24/2023 resulting in the customer being over refunded,
Initial Complaint
11/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 6/24/22 Coldwater Creek charged my credit card $87.56 for an item of clothing I ordered. Although I ordered my normal size it seemed a little too small. Before I returned the item to exchange it for the next larger size, I received a new Coldwater Creek catalog showing the same item at a new reduced price. I was not sure which size would fit better, and it would cost less to order the item at the lower price and then return the original item than it would to send the original item back for an exchange. (Please note that Coldwater Creek's customer service is now only in ***** and extremely difficult to deal with, as their English is not good and they do not understand questions or work to solve problems.) My credit card was then charged $72.23 on 7/12/22 for the larger size. When the second order arrived the larger size did indeed fit me better and I returned the first one I received. Because the item was light weight, instead of paying Coldwater Creek's return charge of $9.95 (on top of shipping charged on my original purchase) I paid the return postage myself and sent it to the address provided for returns not using the prepaid (i.e. $9.95 rate) label. Receipts for both purchases and the purchase of the return postage from **** are attached. Coldwater Creek has never refunded my original 6/24/22 purchase and needs to do so.Business response
05/29/2024
We apologize for the delay in our response, upon review we see that the customer contacted us about this on 11/16/2022 and we created a refund for her at that time. A refund was paid to the original form of payment on 11/25/2022 in the amount of $76.67. Original shipping ($9.95) and sales tax on shipping ($0.89) is nonrefundable as outlined in our policies online. //www.coldwatercreek.com/shipping-returns/#returnsCustomer response
05/31/2024
Complaint: 18403191
I am rejecting this response because: Although a partial refund was indeed finally received 11/25/22, it is ridiculous and insulting that Coldwater Creek has taken so long to respond. It is appalling to see what has happened to a company once renowned for the quality of its customer service. I was originally charged a total of $87.56 for my first purchase including shipping and sales tax, but $76.67 credit for the returned item plus the non refundable original shipping of $9.95 and sales tax of $.89 on shipping equals $87.51. Coldwater Creek still owes me $.05. I don't care if it's an extremely small amount; I want it refunded as well. I do not want to forgive them for even $.05 because they have been so awful and caused so many problems with what should have been a simple exchange.
Sincerely,
***********************Business response
06/05/2024
Thank you for pointing out the discrepancy. We did attempt to create the refund in the amount of 05., but systematic limitations would not accept it. We were able ot create a refund for $1.00 on the order which was accepted. Please expect to see this post withing 5 business days.Initial Complaint
11/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order 10/03/2022 Order Confirmation Number: E07151101 Items:1 Ribbed Turtleneck Sweater 1 Ribbed Turtleneck Sweater 1 Ribbed Turtleneck Sweater I sent back two of the sweaters on ******, tracking number **** **** **** **** **** **** 50. As of 11/14/22, I have heard nothing from CWC. I called. I was told they have not rec'd my return. This is the third time this has happened. The previous times, when I called, a call was made to the warehouse, my package was found, and weeks later I saw a refund posted to my account.Business response
05/29/2024
We apologize for the delay in our response. Upon review we see that the customer placed her order on 10/03/2022 and contacted us via phone to inquire about her refund. At the time we let her know that we had reached out to our warehouse to see if her package could be located. Her package was found, and the customer was refunded in the amount of $108.96 to the original form of payment on 11/22/2022.Initial Complaint
08/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order on their website for 4 items of clothing all slacks and 1 pair of shorts. The total taken out of my bank account was over 100 dollars. This was on August 10, 2022. The only email I received was on Aug 10 thank you for your order. I called and finally got thru to customer service on Aug 24. The rep said the order was cancelled because items were out of stock. I asked about a refund and the only comment was for me to call my bank to get my money back This is the worst customer service in the world! I want my refund!Business response
05/24/2024
We apologize for our delay in responding. Customer placed an order on 08/10/2022 and an authorization was made at that time. Unfortunately, the items the customer order were no longer available, and the order was cancelled. Because the order was cancelled the authorization was removed on our end and no funds were taken from the customer's account. We advised the customer of this when she called us on 08/24/2022. We also explained that banks all have different policies on when they remove the authorization from their end and suggest she reach out to them about this as we were not holding the funds. The customer was never charged.Initial Complaint
11/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a Coldwater Creek purchase on 10/11 and paid for overnight delivery - order # EXXXXXXXX via UPS 1Z7V739RXXXXXXXXXX. UPS claims they could not locate my address and delivered it to a past address I lived at 2 years ago. On 10/21 I created a case with CWC: CIDXXXXXX and advised the CWC Supervisor of the recent activity. CWC asked me to contact UPS and troubleshoot the issue, rather than taking ownership of their commercial relationship with UPS. I contacted CWC again on 10/25 and spoke with another Supervisor who said the package was being returned to CWC. On 10/26 I documented UPS returned the package on 10/26 1Z7V739RXXXXXXXXXX and as of 11/8 I still have not received my refund of $388.51! I called on 11/8 and was told it would be 14-16 business days before I receive my refund. This timeline is different than what has been shared each time I have called customer service. I asked for a rep for a Supervisor 6 times and continued to be met with "why, they will tell you the same thing I did". The Supervisor continued to read the same script the rep did - at this point, I want action - not script reading. I have been a long standing & faithful customer, even when they closed their store fronts. This has to be THE WORST experience I have had.Business response
05/24/2024
We apologize for our delayed response. Customer contacted us about this issue on 11/8/2021. We immediately created a full refund for the customer and explained it can take 7-10 business days to post to the original form of payment. Our records indicate that $388.51 was paid to her original form of payment on 11/13/2021.Initial Complaint
09/10/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered five items totaling $294.22 on July 11, 2021, Order number EXXXXXXXX. I received the order on July 15 and one item was damaged and one item did not work for me. I promptly used the provided form and return label and mailed the two items back to them on July 16. My refund should be $120.07. I've called numerous times and have been told they haven't received it and that I should have called them first before returning. Went to the post office with the copy of my tracking label and they said it was not their tracking number. When I try to track it thru that tracking website it's not giving me any information. I was told a refund would be issued on August 30th. When I log in to my account it shows a refund was issued but it has not been. First they told me It should show on my card within 7 days, then on another call they gave me a case number CIDXXXXXX. I want my refund. I will never do business with this company again. I should have read the reviews.Initial Complaint
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Returned an item to Coldwater Creek to exchange for a smaller size. My CC is charged - have heard nothing! Can't reach them by phone / sit waiting for over 45 min. It has been over a month since the return! I want the item if my money back!! This is awful customer service!Initial Complaint
08/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Someone at the company stole my credit. Luckily, my card people noticed it, and closed my card. My credit card company is taking care of it to cancel the bad purchases.
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Customer Complaints Summary
77 total complaints in the last 3 years.
65 complaints closed in the last 12 months.