ComplaintsforCole Haan

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for two pairs of shoes on November 27th. I received a confirmation email on the 27th for both pairs. I received an email on 11/30 saying the order will be delivered tomorrow (12/1). On 21/1 I received 1 out of 2 pairs of shoes. When I go to track my package the order has said "on it's way" since 11/30. I finally reached out to Cole Haan on 12/10 to inquire about this package. They tried to brush me off by saying the package is on it's way and I had to insist that they needed to look into this as it has been tied up in shipping for an extended amount of time. They told me they would send out a tracker that would take 8-10 days. I called on 12/11 to speak to someone who told me it would take the full 8-10 days. On 12/18 I reached out via chat and was told I would have a resolution on Monday 12/20. I then again reached out Monday morning on 12/20 and was told I would have a resolution via email by 5pm ET today. Today I again reached out at 2:40 MT as I had yet to hear from them. I am currently being told that it will take an additional 1-2 days as the tracer wasn't sent out and they need to continue to look into this issue. I am beginning them just to reissue the product I ordered so that it is here in time for Christmas as this package has been lost for almost a full month now and they continue to give me the run around. I just want these shoes for my husband please.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/21) */ We apologize for the inconvenience but also recognize that UPS is overwhelmed during this Holiday season and orders can be delayed. Before we received this complaint, our online team had already placed a new order with complimentary overnight shipping. We consider this case to be resolved. Consumer Response /* (2000, 7, 2021/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent this email on 12/5/2021 to Cole Haan - I hope this email finds you well, I would like assistance with an issue. I purchase these boots on November 7th - When I arrived at home I noticed that the boots already had some damage on the bottom. I went to the store today all the way in New Jersey, as I reside in New York and they told me that there was nothing they could do to return them. I informed them I hadn't used them as I just purchased another pair on Cole Haans website. They informed me that I should reach out to customer service. I reached out to customer service via phone and they told me that I needed to send an email explaining the situation and with a picture. I am doing this now with the hopes of getting this issue resolved as I have never had any type of issues before with customer service at Cole Haan. I was told to provide the receipt as well since this was not purchased online. The 30 days would be up on Tuesday and I am hoping to resolve this issue as soon as possible. Thank you for your time. I sent a follow up email a week later and no response. I called this morning to customer service and they informed me that there was nothing they could do.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/16) */ We have sent customer's complaint back to retail District Manager for resolution as this issue originated in a Cole Haan store. We are happy to assist customer with an online purchase if she desires. Customer should expect to be contacted by Cole Haan Elizabeth NJ Store Manager or District Manager.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two brand new pairs of your shoes from Amazon. I wore the first pair and after the first time wearing it the rubber heel wore down halfway. This is not normal as I had this same shoe before and it took months before it wore down this much. I reached out to your customer service who told me you have no warranty at all and can't help me. The only thing they did was tell me to use a 30% coupon to buy a new shoe. You already had a 30% coupon active and even have been emailing me about higher percentage coupons. I want something done. You should be standing behind your products. No shoe should look months old after one day. This is clearly a defect. Case Number:********

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/03) */ Researching this, customer stated Amazon order was recent -within 30 days. At the time of contact with us and according to policy, agent directed customer back to place of purchase for replacement or credit to original form of payment. If outside 30 days, we will accept return of defective items in exchange for a Cole Haan eGift Card. We will send details to Mr. *******. Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still in discussion for a resolution. Business Response /* (4000, 9, 2021/12/09) */ This has been addressed and resolved. 12/9/21 ccs

*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. ↩