ComplaintsforCole Haan

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction occurred on 2/20/24. Cole Haans inability to cancel orders almost feels illegal. They claim this is due to fast processing times and or privacy concerns. When many retailers offer cancelations. I don’t remember seeing a disclaimer before making the purchase and waiting to receive the product, return and get a refund. The average customer is not going to read your sale agreement before making a purchase. I made a purchase and needed to cancel because I remembered Cole haans shoes fits me smaller. Customer service showed no concern and basically said it is what it is and told me to order correct size. I do not have enough money to buy again and wait for refund. This policy seems antiquated and not customer friendly at all! Due to this policy I will not have shoes for a special event. Thanks!

  Business response

  02/22/2024

  Our system does not allow cancellation.  For privacy reasons, we are unable to change, edit or otherwise alter any information a customer enters into our online ordering system.  We do offer free returns once the order ships.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of boots from Cole Haan, but received a pair of shoes instead. This was not determined until after Christmas when I saw the person that I sent these shoes. Subsequently I was charged $115+ for shoes that cost less than $60. Plus I didn’t get what I paid for. This is sale on false pretenses (fraud). If I don’t have this matter resolved within 7 days of this report, I plan to report this company to the Attorneys General.

  Customer response

  02/05/2024

  There my name is included. This should still be open.

  Business response

  02/09/2024

  We apologize for the delay in refunding this order related to waiting to receive style number information from the customer. We have refunded the order in full; no return needed. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RE ORDER ********1948 AND *********7865 I purchased 2 pairs of boots on first order. They did not fit and a return label was told to me to be reissued for the 2nd pair for return by a supervisor in December after talking to them by phone. After never getting said re-iisue of label I took the the time again to follow up with them and by email and they never responded, now leaving me with weeks of a product due for an outstanding refund as they never furnished the return label. Order 2; This was a new order for pairs not fit before, it was done by phone and the rep never disclosed that the tornado boots were a final sale and now there is no option to to generate a label for those. So in total I am owed a long overdue refund for 2 pairs fo boots.

  Business response

  01/18/2024

  So sorry for the confusion.  We will send new return labels to customer and note the order for warehouse to accept return (outside 30 day policy and Final Sale policy return) as a one time courtesy.  Labels will arrive via email. 

  Business response

  01/18/2024

  UPDATE: *******11948 - Narvar label created by customer shows 2 pairs selected, but only one returned and refunded.  We have credited 2nd pair in that order.  If customer still has the boots, she may keep/gift/donate as she wishes.   

   

  Business response

  01/18/2024

  UPDATE 2:  ORDER ********7865 12/28 - online return label UPS *******9 909 508 5914 for style W30065 Hampshire Boot shows en route to our warehouse and will be credited to original form of payment when it is received and scanned into the system.

  Customer response

  01/19/2024

  
  Complaint: *******8
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Upon checking with my bank they do not show the refund.

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

  Business response

  01/25/2024

  We have sent the information to our Finance Department to process credit for Hampshire Boot, W30065 in order *********865.  We are unable to process further credits in our system in this order. Customer should see credit appear on digital statement within 5-7 business days.

  Business response

  02/09/2024

  We see that order *********948 has been credited in full with two separate credits: -$173.16 on 1/18/2024 and previous credit of $103.87 on 12/23/2023.  For order ********7865, we have sent the customer an accommodation return authorization UPS label UPS *****999 909 712 0443 to customer's email and noted for the warehouse to accept Final Sale/Outside 30Day return.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had our family Christmas celebration yesterday and I received a pair of Cole Haan shoes as a gift from an older family member. Unfortunately, the shoes are one size too small. When I went online, I tried to process a straight exchange for a size up. I did not want to return the shoes. The online portal would only say "return unavailable on this product." So I called the 800 number to follow up. I was told by the CSR that the shoes were ordered online on Dec. 14th and Cole Haan will not do a return outside of a 30 day window. I asked them 1) How I could possibly know that given that they were a gift and 2) why it had to be processed as a return. I just wanted a straight exchange for a size up, so they got to keep their money. She said that there was nothing she would do to help me. So now I'm stuck with a pair of shoes that are too small and a greedy company who is unwilling to simply exchange for a the same product in a different size. Older folks who are less internet savvy may not catch the tiny print regarding their "return policy" (which is just poor nomenclature when this is an exchange) and I as a gift recipient had NO CONTROL over when they were purchased. This is unbelievably poor customer service from a company to which I have been loyal for a long time. If Cole Haan refuses to make this right, I'll be sure to avoid ever purchasing one of their products again.

  Business response

  01/16/2024

  Hi There. Sorry to learn about his incident but happy to help.  To explain, an "exchange" is not possible because you did not make the purchase and we are unable to access a customer's (the gift giver's) account or credit card information.  You simply need to return the shoes and we will issue an eGift Card for the current selling price of the style. You then can purchase whatever style/size you wish.  We apologize for the lack of clarity in the agent's explanation. We will separately email to you the instructions on how to return the shoes.  
  

  Customer response

  01/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution is satisfactory to me. I am grateful that they took action to assist me. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Now I’m missing an entire pair of shoes & lo-in-behold there’s no packing slip

  Business response

  01/03/2024

  While customer did not provide details, upon review of the order notes it appears that his original order was missing a pair of shoes.  A new $0 replacement order *******45628 was placed on 1/2 and is en route to Mr. ****** via UPS ***********7589513, expected to deliver tomorrow. 

  Business response

  01/03/2024

  While customer did not provide details, upon review of the order notes it appears that his original order was missing a pair of shoes.  A new $0 replacement order *******45628 was placed on 1/2 and is en route to Mr. ****** via UPS ***********7589513, expected to deliver tomorrow. 

  Customer response

  01/03/2024

  I want the $20 adjustment on shoes that dropped price from 80-60, which has nothing to do with the 20% discount. This was a C/H price change! This price drop came before anything was shipped ! I've ask nicely 4-5 times  

  Customer response

  01/03/2024

  I want the $20 adjustment on shoes that dropped price from 80-60, which has nothing to do with the 20% discount. This was a C/H price change! This price drop came before anything was shipped ! I've ask nicely 4-5 times  

  Business response

  01/05/2024

  We made price adjustments to each of the 5 styles on 12/21/23.  Only one price adjustment is allowed per order.  Subsequent discounts to not apply to previously placed orders that have already been price adjusted.

  Business response

  01/05/2024

  We made price adjustments to each of the 5 styles on 12/21/23.  Only one price adjustment is allowed per order.  Subsequent discounts to not apply to previously placed orders that have already been price adjusted.

  Customer response

  01/05/2024

  I WILL RETURN ALL 5 PAIRS FOR A FULL REFUND THEN! Tell Cole Haan ADJUST THAT! I REFUSE TO PAY MORE THAN ANY STRANGER 24 HOURS LATER & BEFORE MY SHOES EVEN SHIPPED! please HAVE C/H SEND ME A RETURN PACKING SLIP!

  Customer response

  01/05/2024

  I WILL RETURN ALL 5 PAIRS FOR A FULL REFUND THEN! Tell Cole Haan ADJUST THAT! I REFUSE TO PAY MORE THAN ANY STRANGER 24 HOURS LATER & BEFORE MY SHOES EVEN SHIPPED! please HAVE C/H SEND ME A RETURN PACKING SLIP!

  Business response

  01/11/2024

  Issued return labels per customer request for both orders **********28 and **********67 

  Business response

  01/11/2024

  Issued return labels per customer request for both orders **********28 and **********67 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 pairs of shoes from Cole Haan on Cyber Monday. I received one pair, and am still waiting on the 2nd pair. I have called Cole Haan and *** multiple times, they essentially told me to be patient and that it was a *** issue. When I called *** and they told me that it is a Cole Haan issue. I spent $74.38 on a product that I have not received and every time I call no one wants to offer any resolution other than "be patient" - I understand that it is a busy time of year, but with the amount of money I spent, one would expect to either receive the good they paid for or at least be provided some sort of resolution to the issue. Neither of which have happened. At this point I either want the a new pair of shoes expedited to me or I want my money back. I'm not willing to just donate my money to a multi-million dollar corporation without something in return.

  Business response

  12/19/2023

  Researching this order, *** shipping progress for tracking number ************965840 clearly shows that shipment is stuck in *** system.  We have credited the order in full and apologize for any inconvenience it has caused. 

  Customer response

  12/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******6, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered brand new shoes from the company Cole Haan. Order number WCH22******* 12/3/23 as soon as the items arrived I opened them and they were not in perfect condition. Although didn’t seem used they had what seemed as scuffs and scratches and imperfections with the dye. I called customer support they said they would contact me back. They never did. I took pictures on the date of the complaint. Sent back the shoes and received them again. Was told it was returned because I used them and damaged them! I mean what the heck?! If this isn’t the biggest scam ever!

  Business response

  12/18/2023

  Apologies for this mix-up at the warehouse and any inconvenience it has caused.  We see that a replacement order was sent.  Customer need not return the shoes.  Toss. donate - as he wishes.

  Business response

  12/19/2023

  We have refunded the customer for the two pairs in question. Order credited for $190.89 details have been saved to order history. KJ 12/19/23

  Customer response

  12/20/2023

  
  Better Business Bureau:
  
  I have looked over the response made by the business regarding complaint ID 2******7, and I see that this resolution is satisfactory to me. Thank you for your assistance, and blessings to you and yours. Have a healthy, happy, and prosperous new year.
  

   

  Sincerely, 
  ***** ******

• Initial Complaint

  12/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order no. *********737 Order Date Oct 17, 2023 Date contacted customer service: 12/11/2023 Item is defective. Wore for 8 days, and the boot is separating from its sole completely with a four inch wide separation. Customer service did not offer or accept responsibility for defective product bc date of order and said they would only repair them for a fee. Men's ZERØGRAND Hiker Boot $199.95 Color: British Tan Leather Size: 11.5 Width: Medium Style: C30405 Qty: 1

  Business response

  12/12/2023

  We apologize for the oversight in accommodating this customer's request.  This was a relatively recent purchase  we are happy to credit back to original form of payment. Customer should see credit within 3-5 business days.

  Customer response

  12/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 209****2, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order online and product has been in created label for shipper for over a week and I have not received product. Contacted customer service two times and have not received any solution or details on my order

  Business response

  11/27/2023

  Customer contacted our chatline on 11/20. We advised that we would check on shipping status. We contacted customer  on 11/21 to advise that the shipment was lost in transit in UPS. We advised at that time that customer should contact ****** to update/cancel billing.  We credited the order in full on 11/24.  We are not responsible for misplaced or misrouted packages handled by UPS. Customer should square up with ******. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed Cole Haan Order WCH********* for 3 items. The fits/styles didn't work for me, so I returned all 3 items in full compliance with Cole Haan's return policy, all in the same box (tracking number **************7633). The company refunded me for two of the items but not the third. I contacted them and they claimed they submitted the additional refund to my ****** (original payment method), but they have not. I verified that they have not with ******. I have followed up eight times with no response or remediation. This are not acceptable business practices and I must be refunded for the merchandise that I returned to Cole Haan. I am still due the $144.50 refund for the following: YORK BOW LOAFER in Pecan

  Business response

  11/20/2023

  We have researched this ****** order and have refunded the final item directly in the ****** portal.  Please see attachment.  Customer should contact ****** with further questions.

  Customer response

  11/20/2023

  
  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 because Cole Haan FINALLY issued the refund I was due. However, it should not take having to file a complaint like this just for the business to follow its own policy, the law, and do the right thing. I hope Cole Haan will review what went wrong here to prevent it from happening to other customers.
  
  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. ↩