ComplaintsforNine West Holdings, Inc.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Nine West is cancelling my order with no explanation. I would like to be able to order and receive items which I have purchased from Nine West. I've attached the order confirmation and cancellation notice.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order at ************************************************************************************************** Date of Transaction: 06th of January ***** $188.72 I was told processing time of 2-3 days. My credit card was charged right away at the time of purchase but items did not ship.Ninewest said they can't cancel my order and I need to wait until the end of month to declare that items are lost.How can it be lost when the items was never processed it never leave the warehouse but I was charged of $188.72 Today is Jan 22nd and order is still unfulfilled.I just want to get my money back please help!

  Customer response

  01/30/2024

  Better Business Bureau:
  
  I have called Nine West for the 3rd time last thu 25th of January and they finally ssued a refund to my credit card. Please be advised that this retail store has a poor customer service, reps are rude and impolite.

  I was told that the only way they would refund me is when the item is lost in transit after 14 business days but it was never processed it never leave their warehouse. I was informed a 2-3 day processing time of my order and it's been over three weeks and my order was still unprocessed! I am still blessed that I was able to get a refund after my 3rd call ontop of too many unanswered emails and messages 

  I will not recommend nine west to anyone. Please stay away from this online store. You've been warned!
  
  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a pair of boots I requested from a family member for Christmas. She gave me the box they were shipped in and the order label showing the size and style she ordered. When I opened the box, the size that was sent to her was incorrect. The size sent was one size bigger. I went to the Nine West website and attempted to return them and could not because it had been over 30 days. I then reached out to customer service. They were able to provide me with a return label. When I asked about being reimbursed for shipping, or receiving a code for free shipping on a new order they told me no. When I asked about EXCHANGING the boots since the error was made on their end (which they admitted to) they said they could not exchange them. So I now have to drive to a *** store, print a label which *** charges for, and return these boots. I then have to wait for them to reimburse the money so I can order the correct boots. I also have to pay for shipping AGAIN, even though the error was made on their end. They should ship the items back to me at their cost since they made the mistake.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  placed on order on 7/22/2023 for a pair of silver shoes. received an email on 7/27/2023 that the item was delivered via **** I work from home and have a ring camera - the package was not delivered on the day it stated. I called *** filed a claim with them and they got back to me this morning stating that the package was not found and to contact the manufacturer/shipper. I spoke to a very nice rep this morning whom stated that *** didnt notify Nine West about the claim or lost package so now NINE WEST has to submit a lost package claim. I do not like getting the run around especially when I pay for something and do not receive it. so now my money although it's not a lot is tied up bc of things out of my control. im seeking the full refund for the lost shoes ORDER # NW-*******

  Customer response

  08/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Nine West Holdings, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order online for a pair of shoes. Please see the attached description. When I receive the shoes they where totally the wrong pair. I called customer service and spoke with ******. She said she could reorder me the shoes I itinally order but they couldn't send *** to pick up the shoes and they would have inconvenient me and I would have to take the shoes to the post office to return the shoes. I explained to her I need to speak to a supervisor she tried for to get ****** to take my call but ****** refused to take my call. She said she was to busy. Then her headset wasn't working and she would have **** take my call. This is over an hour trying to get some one to speak to me regarding my complaint. ****** then told me I would need to print out the return label. I explained I don't have a printer she then told me to ask a neighbor or a family member. Again nine west wants to inconvenience someone else for thier error. I requested my shoes be expedited at no cost to me since the error was on thier end. They said they wouldn't be able to accommodate my request. I was on the phone for over an hour and ********************* up on me. Again this is the customer service ******************** provides. She said the phone call is recorded so thier corporate office should be able to hear the call. My exception of Nine west is to make this right and credit my card and make the customer happy. They have poor customer service and really bad unwilling supervisors to assist not happy customers when nine west delivered the wrong product and had the customer pay for thier mistake. ************************* Order numbe* ********* Shoes delivered wa WnJans3

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a high-heel pump a few weeks ago only to arrive damaged. I advised Nine West to ask them for a discount they offered an amount that wasn't worth providing. The rep then advised that I could send it back but I would be charged a restocking fee of $10.95. Told her that wasn't going to fly, this is Nine West negligence. I then requested a spvsr numerous times in this email conversation that went on for days. I then ended up calling back to Nine West on 4/27/23 and spoke to: ***** explained to him that I requested a spvsr several times in my email, and he apologized to me and stated that he would have a spvsr contact me. I asked him how long would it take he said 20 to 48 hours.. and still no phone call. I even replied back to my last email chat with Nine West advising a spvsr to call me yesterday. Still no call. This is not my first rodeo with Nine West but yet this is how they treat their paying customers. All of this took place thru Nine West email (Zendesk)

  Customer response

  05/30/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Nine West Holdings, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  2/20/23 My first ever order with ************. *******. I order 300 USD worth of goods, one of which is the Cyra A blue pursed received damaged and poorly constructed. See image 1. for what I received in the mail. Crinkled sides and uneven handle. This is insulting.See image 2. For their return policy: To - and I quote - "original tender type- no exceptions." See image: 3. Confirming their customer service phone number and 4. My 7 attempts to call and contact their customer service about their damage purchase they gave me. They did not pick up the phone the first 6 times. The first robo-message includes a sorry for their return problems. Strike 1. At this point, absolutely ludicrous, and for a lack of a better term, simply ghetto.On my 7th call, they file a case, as they say... and say I'll receive an email that same day to send pictures. That phone call was March 1st, 2023.On March 5th, 2023, I come to a revelation in realizing what kind of company NineWest is. I truly thought they had greater decorum, and a brand of integrity. I filed a credit card dispute with my company this same day. On March 6th, 2023, low and behold, NineWest customer service FINALLY sends me an email. I send photos. And see photo attached for their reply, accusing me for using the product and stating it's store credit only. Big strike 2. This company is on a journey to make first time customers their last time customer. Strike 3 - II let them know again, the problem. And the resolution: Free return for my money back or else I'm going to literally return my 300$ initial purchase, and 100$ second purchase (before this fiasco), and discontinue any kind of relationship whatsoever. I'm truly not desperate to support a business that conducts themselves like this. Whoever is running customer service doubles down, burning bridges to the ground, and says STORE CREDIT. My credit card dispute stands firm. I'll also be gathering all of my items for return. Congrats, guys. Hope it's worth it!

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order NW-******* I received a pair of shoes from an online order last week and have been trying to return them since. But the website will not allow me to print a return label. It says not shipped yet. I tried calling and was on hold for over 15 minutes with no one answering. I tried 3 other times and still no answer. I need a pair of shoes, but my money is being held up on this pair that doesnt fit. They would already have my return in the mail back to them had I been able to return them Saturday when I tried. And my refund would have gotten to me in a timely manner. Here it is Monday and I still cannot get the return label. I wasted a lot of time during work trying to resolve this.Nine West has non-existent customer service and expects customers to use all their phone minutes on hold waiting for them NOT to answer.People who need a pair of shoes for dont have unlimited time and money to risk purchasing from Nine West. Furthermore, when you fail to provide basic services that prevent people from getting their money back, yet maintain a refund policy with your own time limits, that just makes you trash. Why would anyone continue to purchase from a company like that?Shame on you. Its impossible to do simple return nowadays with companys like this that cant maintain even basic customer service systems.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order with Nine West on December 17 2022 for a handbag and pair of kimy boots. There was no pre order and items were said to be in stock and deliverable. On December 29 2022 the handbag was delivered but no boots and no correspondence from Nine West. I tried calling customer service 20 minutes after opening hours and no answer after waiting over 1 hour. I sent an email based off the website and received a no domain non deliverance message from G Mail. They took my money and have not contacted me in regards to the boots. I want a refund as this business has not upheld their sales commitment.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  PLEASE TELL ME WHY YOU HAVE TO WAIT UNTIL ALL ***** ARE SOLD BEFORE RESTOCKING. I WANTED 4 PAIRS IN SIZE 9 MYCKI DRESS KITTEN HEEL DRESS BOOT! I DIALED ************ AND WAS TOLD I HAD TO WAIT. AND TOLD NO THEY WON'T SEND ME A EMAIL WHEN THE ***** ARE BACK IN STOCK. I GET EMAILS FROM NINE WEST DAILY. I ASSUMED YOU WERE IN THE BUSINESS OF SELLING SHOES! PLEASE RESTOCK THE SIZES. I WAS ALSO TOLD IF ALL SIZES DON'T SELL , I MAY NEVER GET THE *****! THAT MAKES NO SENSE. THIS WAS SUPPOSTED TO BE MY CHRISTMAS GIFTS. NOW I GET NOTHING. PLEASE, PLEASE, PLEASE DO SOMETHING. THE POWER LIES IN YOUR COMPANIES HANDS.

*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. ↩