Business ProfileforCole Haan

Wish I would have come to BBB before ordering from Cole Haan. I will take the blame for allowing my payment method to autofill my address... I understand the security of not being able to change the shipping address after it has been ordered, but do not understand why the security policy doesn't allow buyers to cancel their order if they see an issue with address or whatever reason, especially before it is shipped (understand nothing can be done after item is shipped). Like the abundance of users below I caught that my autofill address from Apple was the wrong address once the order was placed. I contacted customer support immediately through email and called the next day once their customer support line was open. Long story short the customer service told me I would be able to change it through *** My Choice once the item ships, but that is completely wrong if your *** My Choice Account isn't registered to that shipping address. *** directed me back to Cole Haan. When I called Cole Haan back, the advice they gave me was "try and retrieve the package from the wrong address". What kind of advice is that?!?! Would they poach a package or have the awkward encounter of knocking on someone's door that lives ***** and miles away asking for their package? At this point my only hope which is very unlikely would be for the people that live at the address to return the package to ***. I will take blame for the inaccurate autofill, but their Customer Service advice and security policy of not allowing people to cancel not yet shipped items is absurd. If I could have cancelled my initial order, I would have gone and placed another to the correct address and would be a long-term customer. But the horrible customer service and overall experience will keep me away from being a customer again.

We are very sorry to learn of customer's unsatisfactory experience with the shipping issue and Customer Service non-assistance. We are using this example as a teaching issue and will review with our CS agents. We will contact customer separately as well.

We are aware of the automated payment address issue. We will contact the customer directly to assist/resolve.

Cole Haan reached out to me and did more than expected. They are overnighting me the pair of shoes that was shipped to the wrong address. **** in customer service was awesome! I will be a repeat customer. If I could change my above rating I would.