ComplaintsforCole Haan
Retail Shoes
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Complaint Details
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Initial Complaint
10/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I ordered 2 pairs of shoes as detailed from the screenshot below. When I received the confirmation email the price jumped more than $300.00. When I reached out to the vendor. They informed me their system says I ordered 3 pairs of the same shoe. So instead of 2 pairs of shoes as I had ordered their system has me ordering 4 pairs of shoes. I called immediately after receiving the email to advise the vendor of the confirmation email showing I only selected 2 pairs of shoes. Both representatives doubted my claim even with me stating I have the confirmation email showing only 2 pair. On 10/2/24, I was able to send my confirmation email. I told the vendor to cancel my order effectively immediately. They state they cannot at this time. There is currently a hold on my account for $678.20 and they refuse to cancel the order. They state it has to be refund. I have proven the issue is on the vendor and yet they still claim I ordered 3 pairs of the same shoe. I am requesting the hold on my account to be removed immediately. ThanksBusiness response
10/07/2024
We have reviewed Mr. Broden's complaint and his order (see attached). System clearly shows 3 pairs ordered (this could simply be a case of clicking more than once on the style on the product page - it happens) - but in any case, we have processed a return to sender for this shipment as customer indicated he no longer wants the shoes. The second style has not shipped yet, but we will intercept that shipment and also return to sender as customer has requested. The information customer received from the online team is quite correct: for security reasons, we cannot edit, alter or otherwise change any information the customer enters once it has entered the system. We are unable to cancel an order; we can only intercept and return to sender for credit. We trust that the issue will be completely resolved once the second pair is returned to the warehouse and customer is credited.Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Shoes Quality IssueCustomer response
09/23/2024
Hello,
I bought the shoes few years ago and kept it to use it when I need it. About a year and a half ago, I started wearing it. About 10 days ago, I noticed something is not right when I was wearing shoes.
I took the insert out (Left Foot), I noticed the base bloc in pieces. I contacted Cole Haan but they didn't offer anything. This is not about warranty is more about the quality. This shoes is about $150.00.
I believe I deserve at least to have them repair it for me.
Business response
09/27/2024
We are unable to view attached photos. Will contact the customer directly to review.Initial Complaint
07/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Good Day I recieved a hard gift card (in better words, not an email gift card) from Cole Haan for my birthday. The amount was $100. The card number is 6298 5551 8100 3922 712. i went to a store last week. The gift card was not accepted. Although the personnel at the store were very helpful, they could not rectify the problem. they told me to reach out to customer service which i did. Customer service gave me the run around and told me to contact some other organization. This is a Cole Haan gift card purchased from their website. Thank youBusiness response
07/23/2024
This is obviously a systems issue/glitch and we apologize for the inconvenience. Our Corporate Consumer Service team will contact the customer to resolve the problem.Initial Complaint
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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
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
Now I’m missing an entire pair of shoes & lo-in-behold there’s no packing slipBusiness 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 timesCustomer 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 timesBusiness 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 **********67Business response
01/11/2024
Issued return labels per customer request for both orders **********28 and **********67Initial Complaint
12/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
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 12/19/23Customer 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,
***** ******
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Customer Complaints Summary
33 total complaints in the last 3 years.
14 complaints closed in the last 12 months.