ComplaintsforCole Haan
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Complaint Details
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Initial Complaint
12/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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: 1Business 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
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 orderBusiness 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
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 PecanBusiness 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,
****** *******Initial Complaint
10/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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: 1Business 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
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
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
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
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
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,
****** *******
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Customer Complaints Summary
33 total complaints in the last 3 years.
14 complaints closed in the last 12 months.