Cole Haan
Reviews and Complaints

Absolutely terrible customer service. Deceptive sales tactics. Suspect ethics. Avoid Cole Haan!

I have now spoken to two Cole Haan representatives on the phone with no success. The first representative told me that she could not process the exchange order herself and would need to contact a manager, but that all managers had left for the day. The second representative that I spoke with today informed me that an exchange order was never placed, and asked me if I filled out the exchange form, which I did. She then proceeded to put me on hold for over 20 minutes without any explanation. I have never had so much difficulty simply trying to exchange an item with such poor customer service. It seems incredibly fraudulent in nature.

I ordered a pair of Cole Haan Original Grand Chukka boots on black friday (11/29). They were showing as approx $110 plus an extra 10% using the black friday promo code. However, it seems that it was some sort of pricing error that they caught last minute because they emailed me my order confirmation showing that the boots were $126 plus an extra 10% off using the promo code. Even if it were an error, that should not have negatively affected me and that is essentially bait and switch marketing. I emailed twice regarding this issue and received no response. I called customer service who would not tell me what price the shoes were running for on Black Friday and told me that he could not help me because I did not screen-shot my order.

I bought an item pre-pandemic. I cannot return the item because there are no stores open and the online store keeps telling me to wait. I bought an item pre-pandemic at the Boston, MA store. I cannot return the item because there are no stores open in Massachusetts and the online store keeps telling me to wait. I have both called and emailed Cole Haan about this and keep getting a runaround. All I ask for is a RMA and I will mail the item back to them for a full refund of the purchase price of $205.20. The item, a jacket, was never warn and I have the receipt for it. I have emailed photos of both the jacket and receipt to Cole Haan and keep getting the same generic response of "Wait until the store opens.". Cole Haan has closed all of their stores in Massachusetts, they are not reopening. Cole Haan is in clear violation of Massachusetts General Law 93A, Consumer Protection Act. The item is in unused, sellable condition and I have the original receipt. I am demanding an RMA be issued immediately, complete with postage prepaid. Upon receiving this, I will return the item for a full refund of $205.20.

Cole Haan will not provide me with a price adjustment on my order that I just received. Won't direct me to the policy that they keep quoting. I purchased two pairs of shoes on 11/26. I noticed today, 12/7, that the same shoes are on an even bigger discount. When I contacted Cole Haan customer service about a price adjustment, they informed me that they couldn't because I already used a promotion code on the order. On their website, under FAQ, where it explains the price adjustment, it does not state this policy at all. I asked multiple customer service agents to direct me to where it states this policy and they would not. The last representative just told me to return my order and reorder at the new price (pretty much same thing right? just more work on my part). He then disconnected the conversation before I could say any more. Ultimately, I paid $197.95 for both pairs of shoes, and they are now on sale (before even receiving my shoes) for $164.92 for both pairs of shoes. All I was asking for was a price adjustment to the now cheaper price. Not only would they not do it because of a hidden policy, they would not show me the policy and they would disconnect my conversations. Order# WCHXXXXXXXXX

Shoe Order Not yet Delivered After 3 Weeks, and Customer Service Agent provides inaccurate Information and Cannot Tell When Delivery will Occur I placed an order on Dec 31, 2019, which is 3 weeks ago and I still have not received the pair of shoes. The DHL tracking info provided by Customer Service Representative indicates that the shoes are stuck in their distribution center as of Jan 8, 2020, which is almost two weeks ago. Repeated conversations with various Customer Service Representatives was unhelpful as they could not guarantee delivery nor provide a real update on the status of the package. Cole Haan asked me to contact the delivery and their distribution center for more information. Furthermore, there was an error in the delivery address. Instead of suite *** it notes suite *** Many conversations with Cole Haan Customer Service, and they said as the sender they can do nothing. They told me I had to call DHL, their distribution center, Canada Post, everyone, and they could do nothing.At this stage, I would like a refund of the item. It has been an extremely frustrating experience, and no real assistance from Cole Haan. Furthermore, they have kept my money and I have yet to receive the items. Enclosed is a copy of my receipt.

On July 1 an order was placed through Cole Haan's website with 2 day shipping. At this time product is still not received. On July 1 I placed an order through Cole Haan's website for a pair of shoe (order # WCHXXXXXXXXX) with a 2 day shipping. The product was not shipped until July 5 mind you this was placed with 2 day shipping. Tracking number was provided but received no updates about the order. I sent a message to Cole Haan's email address to check the status of my order and received no updates or further communication from them. On July 16 I called Cole Haan's customer service number and spoke with representative Britney. I was put on hold for 10 minutes and was informed that they are filing a claim to UPS about my order. She said it might take 8-10 business days, but in the mean time they can't do anything about my order. Cole Haan did not offer to shipped a new product nor reimburse me for all the trouble instead asked me to wait longer. I already waited 16 days for my order when it was suppose to be shipped in 2 business days and now they want me to wait for 10 more days. A total of 26 days of waiting for a product that was supposed to be shipped and received in 2 days. This is unacceptable business practice. Case number (XXXXXXXX)

I did not receive my purchase. After contacting Cole Haan, they Indicated that the package was Delivered and ask me to look for it. I purchased a pair of boots for Thanksgiving gift. I used 2-day shipping to get it on or before Nov 22nd. UPS tracking shows on Nov 18th, the package is ready for UPS to pick up. I was expecting the package on Nov 20th. But did not receive anything as of Nov 21st. The online tracking stays at " ready for UPS to pick up". After contacting customer care, they indicated that the package was delivered already, and asked me to look around in my community for the package. Also said they will investigate and it takes 10 business days. This completely ruined my Thanksgiving gift plan! I am shocked with this solution and feel offended. I live in a decent community, so far did not lost any UPS palace. On what ground Cole Haan is able to indicate the package was delivered, with the tracking status stays at " ready for UPS to pick up"? I am suspicious It is a process error from Cole Haan that the package was never sent to the Carrier. Cole Haan blames customer first without any evidence. Shame for them to have such a business practice. Will never return to them, after being years of a loyal customer. By the way, my credit card was changed days ago ( NOT pending). .

I ordered a Cole Haan gift card of $150 on colehaan.com. The card I received was of $50 value. Order no. WCHXXXXXXXXX; Order Date Nov 9, 2019; Order Summary Subtotal $150.00 Shipping FREE Sales Tax $0.00 Order Total $150.00 Shipping *** XXXXX-XXXX XXXXXXXXXX Free2Day Billing *** XXXXX-XXXX XXXXXXXXXX Payment Amex *** Charged: $150.00 The card I received only has $50 balance when checking on Cole Haan's website. So I called the cole haan's customer service at XXXXXXXXXX. However, they can not provide any immediate resolution, but to put my case into investigation with unknow time frame. The card is an important birthday gift I need to give to someone, so Cole Haan totally disrupted my plan. This could have been easily resolved, because I provided the customer service my gift card number and he can track the transaction history and see the wrong initial balance of $50, but cole haan refused to provide a immediate resolution. I am so frustrated with cole haan's response and attitude. Because I spent too much time on this case and it is Cole Haan's error caused issue to my life, I would like Cole Haan to reimburse me another $100 gift card, in addition to making up the $150 gift card which I should receive in my order. -

Paid for 2 day shipping. Order not processed or shipped in timely manner. Cole Haan is very dishonest. I purchased 2 pair of boots on Cyber Monday at 9am. Note that the customer service agent I spoke with on 12/4 said that Cyber Monday is not a business day, yet they placed that no where on their site. Was Cole Haan closed on Monday? Were people working in their stores? Because I've never heard of any such thing from any other business. I paid for 2 day shipping. I have contacted their Customer Service twice (12/3 and 12/4) receiving a different explanations each time. (the 2nd guy, Michael, was actually a wonderful rep). The lady I spoke with on 12/3 said that my order was already shipped. She also said she would email me the tracking which never happened. A HUGE LIE. But here it is Friday (4 days after I ordered) and Cole Haan can not and will not rely the truth about my order. One pair says the label was created on the Dec 3rd at 8pm and has not left their facility yet. The other boot order says that it was shipped 12/5 and now will not be here until 12/9. What happened to my 2 day delivery that I paid for! Their site clearly said that if you ordered by 1pm your order would be processed and shipped. I ordered at 9am. I will never order from them again. THEY ARE NOT TRUTHFUL. HORRIBLE HORRIBLE HORRIBLE COMPANY. VERY DISHONEST.

Will not honour price adjustment after it was approved by customer service I purchased 3 pairs of shoes on November 24th under order WCHXXXXXXXXX, GEXXXXXXXXXUS. On November 25th I noticed a significant decrease in price in all 3 pairs of shoes. After reviewing the price adjustment policy and meeting all the criteria I reached out customer service at November 25th at 9:07am and was in contact with Anissia. She said the price adjustment would be honoured and that I would get a refund in 3-5 business days, I was told nothing else needed to be done on my end. 8 business days later, no adjustment was made on my credit card and I reached out to customer service again on December 7th at 1:45pm and was in contact with Ivana. She said she would submit case XXXXXXXX and that I would receive an update via email in 1-2 business days. 4 business days later, I hadn't received any kind of update and reached out to customer service a THIRD time on December 13th and was in contact with Jadelyn who apologized and promised me an update within 2 business days. AGAIN after receiving no update, I reached out again 3 business days later on December 16th to Jadelyn via email for my update. I have yet to receive any kind of assistance, response or price adjustment. I have been nothing but patient but this is absolutely ridiculous and the worst customer service I have ever experienced.

On September 11, I bought on line from www.colehaan.com a gift card of 150$ for my sons birthday but he is not able to redeem it. On September 11 I bought a 150$ gift card for my sons birthday through www.colehaan.com.using pay pal. My order number is *** My son tried to buy shoes on line since the Chicago store on Michigan Ave. has closed. He found out that there is no a payment option to use the gift card I bought for him through the same site. He complained to them and they said that they will fix the site. It's been at least two weeks now and the problem remains.I emailed them too asking for a refund. They gave me ( through an automated email ) a case number *** but they never replied to me. Yesterday, October 2, I called the customer service and I had an awful experience. They keep saying they will fix the problem ( they don't know when..) and when I asked for a refund they said they can't do so.After a long conversation ,arguing with them for not getting a serious answer I asked the lady on the phone to connect me with a supervisor. She put me on hold for a long time but nobody came to speak to me ( I suspect there was not any supervisor there) Finally, she came back saying to me that I can give her the gift card number to buy the shoes for me. Of course, I denied and I said I don't trust this transaction besides that the holder of the gift card is my son.After so much trouble, I would like to refund me the money that I spent .

Ordered several pairs of shoes online and noticed price change of $40 in less than a week. Called customer service and was treated poorly. I just want to write my experience with Cole Haan's Customer Service team on 7/25. I made several purchases on 7/16 (including 2 other purchases in less than a weeks time), and noticed there was a price difference of $40 dollars... (It has been less than a week I had received my shoes.) I emailed customer service and was told this is a final sale item and I'm not able to get the price difference back. I called customer service this time, spoke with Lisa and she repeatedly started phrasing the policy over and over back at me. I politely asked for supervisor, Kathy. She then answered with the only resolution of a 15% off coupon. I explained to her I already made several purchases... the last thing I want is another coupon. At this point, I'm beyond frustrated because I already got the same answer through email and the phone. I would think the supervisor, Kathy would be more understanding... and not offer me a coupon. I'm shocked how both representatives for customer service were not very accommodating and really did not seem happy to help. Isn't customer service supposed to ensure their customers are satisfied with their purchases? I'm aggravated how I was treated for a reasonable price adjustment on a purchase that I haven't even had for a week. With the world pandemic, I would think the customer service department would be more understanding and make exceptions on a case-by-case basis. I kindly ask to review this incident to the customer service team and ensure other customers aren't being mistreated like the way I was treated. If the customer service team isn't happy, how is the customer going to be happy? Thank you

Poor customer service on shoe sizing issues. I purchased order # *** on 12/30. This was not my first purchase from Cole Haan. I had previously had purchased a "sneaker" dress shoe at size 12, my first order from them. I am typically a size 13 in sneakers, but because this is typically a dress shoe company, I ordered size 12, and then figured then their sneakers/shoes fell into more so my shoe size than a sneaker size. And my first pair worked out great. So for my second purchase from Cole Haan, I ordered a pair of shoes at size 12. I noticed that it all of a sudden became final sale over the time I had been looking at it, but the price had not change. Regardless, given my confidence in my first size 12 and now poor reviews about fit from previous customer, I ordered this one. Unfortunately, when I received the item, it felt too big, pretty much a size too big. I called the Customer Service to explain my issue with how this all played out, and he pretty much told me that I should have known that since a "sneaker" shoe fit me perfectly at size 12, then I should have gone with size 11 on a traditional shoe. I have never ordered or fit into a size 11 shoe, and no other shoe company does this type of sizing. He also said I should have checked the reviews - all the reviews stated that it fit perfectly. He then said because it is final sale that he could not do anything for me. I find this to be absolutely unacceptable. This was only my second purchase from Cole Haan, and I am still learning their sizing practices, which are not on par with the shoe market, and extremely misleading. They should have reviewed my purchase history and seen that I am a relatively new customer and made a good faith attempt to at least allow me to return the item and receive credit towards a future purchase. This is how you keep customers. Not by telling them "tough luck, it's your fault we misled you on the sizing" and then alienate them from every wanting to purchase from you again. I am extremely disappointed and I hope this can be resolved in a positive manner.

Cole Haan sent me the wrong size of boots even though I ordered the correct size. On 9/07, I placed an order online (order # ***) for a pair of Cole Haan boots. I ordered a size 7.5 and my order receipt confirmed this. On 9/10, I received an email from Cole Haan stating that my order has been shipped. Again, the shipping confirmation email confirmed that I ordered the boots in size 7.5. On 9/11, I received my order and it was incorrect. They sent me the boots in size 7 instead of size 7.5. Within minutes of opening the package and seeing that they sent me the incorrect size, I emailed Cole Haan's customer service to explain the situation and ask for assistance to resolve their error. A short while later, I received a generic email from a "TJ***", who clearly did not read my email nor had any concern for my frustration over my error, as this person simply forwarded me instructions for a return. Their reply made no mention of how Cole Haan planned to resolve the problem that was clearly the result of an error on their part, nor did the response offer a basic apology for the inconvenience that they caused. I replied to the email immediately and explained again what the issue was, that their response was unacceptable, and I asked to be put in touch with a supervisor. A few minutes after sending this email, I called the customer service number and explained the situation to a representative on the phone. She instructed me to send another email with photos of the product that I received and of the shoe box showing the incorrect size. After I got off the phone with her, I immediately sent another email and attached the requested photos. I ordered these boots for a trip out of the country next week and now I have a pair in the wrong size because of Cole Haan's error. I can understand that mistakes happen, but their initial response and now the delay in resolution is simply unacceptable. I would like to have this resolved ASAP so that I can have the correct size of boots that I ordered for my trip. This is an inconvenience and a poor representation of what I have come to expect from Cole Haan.

Wrong size shoes were sent and wanted the size I ordered sent back out. Was issued a refund but, this is not what I wanted. Terrible customer service Frustrated. When can I get my replacement shoes. *** Sent from my iPhone On Nov 19, 2020, at 1:13 PM, *** wrote: Hello, This is very disappointing since I was planning on wearing these to an event this weekend. Also I still have not received a return call. Regards, *** Sent from my iPhone On Nov 18, 2020, at 7:22 PM, Cole Haan Customer Service wrote: Hello, Thank you for contacting Cole Haan. Our Customer Service team will be in contact to assist you as soon as possible. Please make a note of your Customer Service Case # XXXXXXXX as it is helpful for any further communication regarding your inquiry. If you would like to track your order, learn more about our return & exchange policy, or visit a Cole Haan store near you, please be sure to utilize our self-service tools at www.colehaan.com while you await our assistance. Case Subject: Wrong size Shoes Case Number:XXXXXXXX All I can say is , this is the worst customer and customer service experience if ever had. *** Haan has done absolutely nothing to make this right knowing the mistake was on your side. The apologies and and words are just that "words" with no meaning or sincerity behind it. The sad part is I have a number of Cole Haan shoes but , this will be my last. Absolutely terrible customer service! Dear ***, Thank you for contacting Cole Haan Customer Service regarding your recent online order WCHXXXXXXXXX. We understand that you were looking for an exchange for the correct size 8.5. Unfortunately, a refund of $64.92 has been issued on 12/1. This credit will appear back on to your original form of payment within 5-7 business days. A new order will need to be placed for the correct size. We are more than happy to price match your new order to this order if the price is any different. We apologize for any inconvenience that this may cause you. If you have other questions or concerns, please contact us - we're happy to help. Kind Regards, Annie P. Cole Haan Customer Service

Purchased three boots on Saturday. About three days later the price for all three boots went down in price by $20. Cole Haan won't do price adjustment Purchased three boots for the winter season on Saturday, December 12. About three days later, the price goes down by $20 for each pair of boots. When I called customer service about this the first time, I was told the price adjustment program was not working by the representative and that they would just take my information and send it in so another representative would call me about this. I gave the representative my order numbers so she could see what I was talking about. I called Cole Haan again the next day to inquire about the price adjustment. The representative told me my purchase is not eligible for a price adjustment. I called again and asked to speak to a supervisor. The supervisor told me that was their policy and there was nothing she could do about it. When I tried to talk to explain why I think I did deserve the price adjustment, she would not let me talk. I spent two minutes telling her "excuse me, I'm talking, I let you talk and now its my turn to talk." She kept talking over me to dismiss me. That's when I got angry and told her to go *** herself. When you call into the customer service line and press the number for price adjustments, the announcement says price adjustments apply for items purchased within 14 days. Voice recording does not say final sale items excluded. When speaking to the supervisor, she referred to "FINAL SALE: No returns or exchanges" message on the website. When I tried to tell her the site does not say anything about price adjustments, that's when she cut me off. That means her argument is ambiguous and she can make anything up to not adjust the price. The price was $99 on Saturday, December 12 and went down to $79.97 three days later. I took a picture of all three products on the website to submit as evidence as exhibit A, B, and C. I also went back and voice recorded the price adjustment line to submit as evidence as exhibit D. The link to all three boots is: 1) https://www.colehaan.com/winnie-grand-bootie-british-tan-leather/WXXXXX.html 2) https://www.colehaan.com/newburg-newcastle-boot-black/WXXXXX.html 3) https://www.colehaan.com/newburg-newcastle-boot-deep-mahogany/WXXXXX.html Given that the price adjustment policy on the phone was spelled out and is clear and the Final Sale policy the supervisor referred to does not specifically refer to price adjustments, I believe I am eligible for a price adjustment for all three boots. Also, this policy was never expressed to me the first day I contacted customer service and between then and now they changed their policy which is unfair.

Dishonest business; Complete disregard for customer service I placed order WCHXXXXXXXXX on colehaan.com on Dec 17th 2020. One of the two packages in this order (valued at $31.97) stopped moving after December 19th. On Dec 28th, I first contacted Cole Haan customer service via phone and was told once the package is shipped it is the customer's responsibility (This was my first time hearing any vendor say this, a complete denial of ownership and obligation to customers). I then reached out to UPS via chat the same day, UPS clearly indicated the package was lost in transit and the sender understands that once a package stopped moving for 72 hours it means it's lost. Despite I explained this to Cole Haan customer service both online and via chat, they refused to acknowledge it's lost. BTW, Cole Haan also disabled the ability for customers to file claims with UPS so there's no way customers could recover their loss. Per their contract with UPS, everything has to go through Cole Haan. Eventually Cole Haan customer service, instead of issuing refund despite UPS confirmed lost package, said they put a "tracer" on the package. First they told me it's going to take 2 business days, then followed up with an email saying it's going to be 8-10 business days, and that UPS will reach out to me once the investigation closes. I replied to their email attaching my conversation with UPS and demanding a response within 2 business days but received nothing. Within 2 business days, UPS already closed the investigation (of course it's that fast, cause they already said it's lost two days earlier) and issued the claim to the vendor, which showed on Cole Haan's own tracking website. I reached out to UPS again and they confirmed that the investigation had closed and the sender was notified and that they would not and could not send ME any emails about it because per their contract with Cole Haan, only Cole Haan can receive the investigation updates, not the receiver/customer. So I reached out to Cole Haan again via chat (Dec 31st, 2020), they claimed the investigation is still ongoing and that UPS will reach out to me, despite I told them UPS said they will not reach out to me but rather the sender. First of all, it is not right to have the customer caught in between the sender and the carrier and be kicked around using their contract as an excuse. Any decent business would immediately refund or replace the order to the customer given the situation. The customer paid for something they did not receive, period. Secondly, clearly the carrier has already reimbursed the sender since their claim has been issued. It is complete dishonesty to receive compensation from carrier claim and then turn around and lie and refuse to refund their customer.

I returned a pair of shoes purchased through Cole Haan, but they have been lost in transit. I am asking for a full refund or a new pair of shoes. On November 7th, I purchased a pair of 2.ZEROGRAND Oxfords online from Cole Haan. The website says that shoes are "true to size," so I ordered exactly my shoe size: 11.5W. The shoes took longer than expected to arrive (it took 8 days from the date when I paid for them), but Cole Haan let customers know that shipping with UPS is taking longer now due to the COVID-19 pandemic. The shoes arrived on November 16 and I tried them on only to find that they did not fit. This surprised me because the website claims that the shoes are "true to size," which obviously isn't the case. I called the customer service number and spoke with someone who told me that I could return the shoes to the nearest Cole Haan store (an hour and a half away), rather than mail the shoes back and wait two weeks for another pair to be shipped out. Before driving up to the Cole Haan store in Woodburn, Oregon, I called the store and spoke with an employee who informed me that the store does not sell shoes in "wide" sizes and also told me that this shoe typically runs on the narrow side. This was very helpful information that the individual with whom I spoke on the phone did not bother to tell me (even though I told them that I wear a wide shoe). In an attempt to speed up the process, I tried to purchase a pair of correctly sized shoes online through Cole Haan, but I couldn't add a promotional coupon (I'm a teacher and Cole Haan offers teacher discounts) because the shoes are already discounted. (The website does not print this rule anywhere, however.) I was stuck, therefore, with driving to the UPS store to mail the shoes back on November 17 with the shipping label provided by Cole Haan (tracking number: 1Z9FXXXXXXXXXXXXXX). The package was supposed to arrive at Cole Haan's Martinsville, VA, warehouse on November 23, however it was never delivered. I called UPS on the morning of November 24 and they told me to wait until the end of the day to ensure that the package was delivered. The package was never delivered. I spoke with a UPS agent at 8 pm (PST) on November 24 who told me that the package is lost and informed me that Cole Haan would have to submit a missing package claim in order to locate or resolve the lost package. I immediately called Cole Haan after learning this (on November 24) and spoke with three separate representatives who all informed me that they either 1) didn't know how to submit a claim, or 2) are unable to submit a claim. In short, no one was able to help me, which I absolutely cannot believe. At this time, I still do not have a pair of shoes. This has been the worst experience I have ever had with a company.