ComplaintsforCole Haan

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my husband hiker boots in February 2023 online at Cole Haan. He’s wore them a few times and the buckles where the laces are are falling out. I called Cole haan about it and they created case for me where I was required to send pictures of the shoes from all angles. The representative stated they have a manufacturer warranty that’s free of defects in workmanship. I sent the email with the pictures, got 5 different people anytime I replied and was told verbatim “ We warranty our products to be free from defects in materials and/or workmanship." If the problem is directly a result of either criteria, then we will take the shoe back - not replace it.” by a representative in email then I was told by another representative through the SAME chain email “ Sorry to learn that it was not perfect. We do not offer warranties on our products, but we are happy to help with this issue.” When I called in the representative I spoke to referred me to a Cole haan repair shop that charges $125 to repair boot I bought on sale for $110… Also during another email exchange I was informed they only take the show back they don’t replace it… WHAT IS GOING ON? Does anybody know at Cole Haan? I will never spend another dime on your crap products that fall apart and you don’t warranty agains defects you caused as a company. EVERYONE OFFERS A ONE YEAR WARRANTY. Clearly buckles where the shoe laces going through falling off and soles smiling is an issue that is due to workmanship. ***

  Business response

  11/13/2023

  Upon review of case notes, we find that the order is 9+ months old.  Our defective return policy does not accommodate extended wear (which photos showed); online agents were following policy.   We are unable to credit back to original form of payment due to the age of the order.   We have issued a Cole Haan e-Gift Card as a refund of the purchase price of that boot, $74.87in online order WCH13*******. No return is needed. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of shoes in June and have worn them a hand full of times. After my last time, the heel began coming off so I emailed Cole Haan. I have 2 other pairs that I have been wearing almost 5 days a week and are in great shape and no issues. The pair in question, has beeen worn a hand full of times. I asked for a replacement as it's clearly been a manufacturing defect, and they are reusing because it's more than 30 days. I have at lest 3 others in a similar style and have never had an issue. They said I can purcahse another pair if I like, with no further consideration. Order no. ************ Order date 06/17/2023 NOTE: Orders containing more than one item may ship separately. Click here to see the status of your entire order. You will receive a shipping confirmation email when each item ships. ORIGINAL GRAND SHWNG $110.45 Tracking #: ****************** Color: WOODBURY/ Size: 10.5 M Style: C26472 Quantity: 1

  Business response

  10/02/2023

  We have credited the defective style; no return needed. 
  

  Customer response

  10/03/2023

  
  Complaint: ********
  
  I have received a separate email, stating that I must return them.  This is in direct contradiction to what was provided here.  Can you please send me an email confirm this, as I don't want this to be closed, and then you reverse the refund and I am back in the same situation.  I have sent an email to customer service with the response provided to BBB to ensure this is tracked appropriately.  Once I receive a confirmation, I will accept this resolution.  I have been a loyal customer of Cole Haan's for 10 years, and having to go through this process was very disappointing.  

  Case Subject: Re: Your return for order #: ************
  Case Number:********
  

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

  Business response

  10/10/2023

   Apologies for the confusion - the online CS team notes and CCS notes were not in accordance;  Online team was simply following the usual process.  To be clear: No return is needed. We credited the order on 10/2/23 and consider the case to be closed.

  Customer response

  10/11/2023

  
  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.  The customer service team via email was less willing to resolve this issue than the team that addresses complaints through the BBB.  Their initial response to defective shoes was unsatisfactory,. and only with the help of the BBB was this fairly resolved.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a shoes from Cole Haan online and I returned it as it didnt match the description. they accepted the return however, the refund they provided was missing the tax amount of the full purchase. they claimed to follow the department of state guidelines in not refunding sales tax which I find it to be wrong. I have never experienced such a thing with other retailers and made me question it. is it true retailers have the right not to refund sales tax? my purchase total amount was $140.30 with a sales tax of $10.40. upon receiving the short amount, I contacted the seller and they argued that they have the right not to refund the tax amount. I ask for your help to clarify and address the issue. my receipt of the order and the response from the seller to my email inquiry is attached.

  Business response

  07/05/2023

  We have reviewed the complaint. Our system automatically refunds sales tax wherever applicable and appropriate.  This appears to be a systems error; there is a balance on the order of $10.75 that was not refunded and we apologize for the inconvenience.  We are no longer able to credit this order to original form of payment; we will issue a Cole Haan e-Gift card for $11.00 to customer. 

  Customer response

  07/05/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because it is not a system error. I already connected with their customer support and they informed me that there is no sales tax refund as per the government standards and guidelines. I also escalated within their company and got the same response. email from their customer service is attached. claiming now that this is a system error make me question why it as not determined before as a system error. and it more made me question how many times they have done it and with how many customers!

  a refund in the term of a Cole Haan credit is not accepted. I dont think I will be ever interested in buying any of their products going forward based on the situation. they are obviously have integrity issues and that need to be addressed.

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

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a new pair of Cole Haan men’s grandpro topspin blue sneaker. When I purchased the shoe at ******** in my size the seemed to fit alright to my size after a two days of wearing the they stretched a bit and run too big. I cannot return to store since I wore them and till free number at Cole haan said nothing they can do.

  Business response

  02/21/2023

  We are sorry to hear that Mr. *****'s Topspin sneakers are not a good fit, however, our return policy is the same as Dillards: we do not accept return of worn footwear.  Unfortunately, we cannot process an exchange because the item was not purchased from us; it was purchased from *********. The information he received from the online Customer Service Team was correct - we are unable to assist in this case.

  Customer response

  02/21/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: the issue wasn’t about a return it is about a size that is misrepresented I bought an 11 and this shoe is much bigger than an 11 it is defective 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  02/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of order 11/28/2022 Value $ 439.24 Order number ************ My order was not delivered. Cole Haan was informed about it but then they replied to me that ups contacted me and confirmed that the package was delivered which is untrue. Thank You *****

  Business response

  02/13/2023

  We have reopened and disputed the closed claim as customer has not yet received the merchandise.  Order has been credited in full. Cole Haan Corporate Consumer Service 2/13/23

  Customer response

  02/17/2023

  
  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.
  
  Sincerely,
  
  ****** ** ******

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Regarding return authorization for order number ************ , sent via UPS on 12/1/2022, have not received a refund for $150 + tax. I returned this item along with another item , order number ************; I included two packing slips in the return package, one for each item. I have received a refund for the item order number ************, but not for the other item included in the package. I had email exchange with Cole Haan on 1/6/2023 explaining the above. I received the following response: Dear ***, Thank you for contacting Cole Haan Customer Service regarding order, ************. Upon review we can confirm that your return item is still pending, and we have not received your item. Please note we cannot refund until the item is received and scanned into the system. If you have other questions or concerns, please contact us - we’re happy to help. Kind Regards, Emmarose F. Cole Haan Customer Service www.colehaan.com ************  I am seeking the BBB assistance in resolving this. Thank you for your time, *** *****

  Business response

  02/06/2023

  Order  ************ has now been credited in full. Customer should see credit appear on digital statement within 3-5 business days.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order date 10/15/2022 order value $300+ order number ************ My order was never delivered, and I did not get any reshipment or refund from Colehaan.com. Customer service was informed and communicated several times about what happened. Thank You ******

  Business response

  01/18/2023

  Researching shipment progress, UPS notes and time stamps show that they could not reach the customer, therefore, they closed the investigation.  We have issued credit for the customer and will re-open the UPS claim.

  Customer response

  01/20/2023

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchase date 10/15/2022 Order number ************ Amount $ 457.28 My order waanot delivered to me at all ..business CS was contacted several times with no action taken , just been recieving same robotic answers over & over.. At this point where the business didnot offer any remedy or a reship ; i need full refund. Thnx *****

  Business response

  01/03/2023

  Apologies for the  delay in resolving this issue.  We are reopening the UPS claim for this lost-in-transit shipment and will credit the customer as soon as we have a response from UPS.

  Customer response

  01/09/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: because for few months now ColeHaan.com been repeating the same exact thing (we opened a case with ups) but then nothing happens.

  I did not get my order and I did not receive reasonable remedy for what happened vis their customer service.

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

  Business response

  01/10/2023

  We reopened this UPS claim for the 3rd time; claim was again denied by UPS, citing that they were unable to get in touch with the customer to verify details of loss.  Our CS records clearly show multiple communications with the customer explaining that she should check call/email  blockers in place or respond to UPS calls.  We have credited this order in full as an accommodation. 

  Customer response

  01/18/2023

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 23/2022, I purchased a pair of Women's Grand Ambition Tolley Penny Loafer, Size 9.5, black patent, Style W22772. I paid $188.00 for ground shipping. Order #WCH07985****. The business committed to provide me (and what I purchased) a shoe with patent uppers, leather lining, with leather welt and metallic toe details. I purchased these shoes for an upcoming business trip. After reading the reviews, I was hesitant to purchase, because people were complaining about the metallic detail missing on the show. I called customer service to make sure that they would have the metallic toe detail on the shoe and they confirmed that the shoes would have the gold strip. Unfortunately, I received a pair without the gold strip. When I called customer service back I was told that the company was aware that the shoes were missing this detail and they are doing everything they can to fix this. The company should not be shipping shoes when they are aware of their false advertising. The company also should be informing customers ahead of time that what they see in the picture is not what they're going to receive. When I wrote my review (which is above) they emailed me back letting me know it did not meet their website guidelines and won't be posted. I would like to receive the shoes that I ordered and not be told that I can return them if I don't like them. Send the shoes that Cole Haan advertised. The business has not solved my issue

  Business response

  11/08/2022

  We send our apologies to Ms. ***** for any inconvenience this has caused.  This was an inventory/warehousing issue that we recently became aware of and have worked with our teams to rectify.  The Tolly Loafer with the gold toe accent is no longer available to order or ship.  We have credited Ms. *****'s order in full.  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear BBB Representative, I purchased a pair of shoe on 9/18/2022. First, I was supposed to receive a 10% discount on the shoe, which I did not. That said at least 4 of the business chat agents and one agent over the phone confirmed that I would receive the discount when the order is shipped. I was given a reference number for the discount by a chat agent named Shanice. The reference number is 696*****. I have not yet received the discount, nor has the business refunded my card. Further, I took screenshot of my chat conversation with the business agents. Although some were very rude and unprofessional, some were trying to help. However, they keep providing false information about shipment date. I have had 3 agents yesterday and today who assured me that my order would be shipped by the end of today's business day. For example, an agent named Torie wrote to me at 10 AM on 9/20/22 that I should receive a shipping email by the end of day (i.e., 9/20/2022). Another agent named Kevin said the same thing. But to my surprise the business failed to ship my order as promised over and over through its agents. Time was and is of the essence in my purchase/sale agreement with the business. If I don't receive my order by 9/28/2022, I will refuse delivery. And obviously I will not accept responsibility for the item if delivered when I am not home. By failure to ship the item by 9/20/2022 the business breached a material provision of the agreement and effectively frustrated my purpose of entering into this purchase/sale contract. I expect business acts diligently to perform its contractual obligations with regard to both discount and timely delivery.

  Business response

  09/21/2022

  Reviewing the timeline and details of this case, customer placed online order ********7349 on Sunday, 9/18 at 8:20 PM using PayPal and UPS Ground shipping.  We do not ship nights or on weekends, so that put this order into Monday's work.  The order was picked and packed by hand - within one day - on 9/19 and shipped via UPS Ground service on 9/20 - all within proscribed shipping time windows. Details can be found on the Shipping Information tab at the bottom of any page at www.colehaan.com. The order is expected to deliver on Friday, 9/23 which is also within proscribed UPS shipping time frame guidelines.  Regarding the Welcome Discount, customer chatted in with CS agent Monday, September 19, 2022, 19:53:59 who provided shipping information and time frames.  Agent promised to apply the 10% discount which can only be done after the order ships.  The discount was applied today.  We find no discrepancies in shipping or Customer Service in this case. 

  Customer response

  09/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18054772, 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. ↩