For Christmas, I bought my daughter the Grand Series tote bag ($300). It's a beautiful bag, but after about a year of use (not used everyday), she noticed that the dye would rub off onto her clothing and stain her shirt. Even if you put a shirt inside--to wear after work--the interior ink would come off on it. I went through Cole Haan customer help. After going through corporate, they said that I could not get a refund as it was over a year--it was 1.5 years old. Instead, they gave me a 30% off coupon for a new bag? Who wants to risk spending a large amount of money on a bag that ruins your clothes. Come on Cole Haan, you could do better than that! Service Value Returns Quality Date of experience: July 8, 2022I purchased some boots from Cole Haan. The boots are more than one year. I contacted Cole Haan to inform them that there was a manufacture/latent defect. Cole Haan would not conceive of repairing the boot, or exchanging. I was offered a 30% discount from market price. Based upon this response, I will never buy Cole Haan items again, as it's never my goal to wear costly boots a few times before it is considered trash. Service Value Returns Quality Date of experience: October 25, 2022My Cole Haan boots sole cracked afeter I only wore them a couple of times. Very bad experience. Very poor quality. Specially coming from a reputable company. To me this is a very obvious factory defect. When I contacted customer service they did not show any interest. They said it was too late to return. I purchased them less than six months ago. The customer service gay told me he has never heard about this problem before. In this site I saw the same complain. Do not buy this shoes. Products used:Cole Haan Boot shoes Service Quality Date of experience: February 16, 2024Just really poor customer service. Placed an order because their site promised delivery within a needed time for a birthday present. They did not provide any email updates at all until the day the shoes were to have been delivered. In that sole communication, they changed the delivery date. Prior to that, there was no shipping confirmation. Nothing at all. I reached out to ColeHaan and got a canned response. In todays online shopping world, this is inexcusable. We will never use Cole Hahn again and would tell others to avoid their site for any purchase. Tip for consumers:Do NOT purchase from ColeHaan online Products used:Shoes Service Value Shipping Date of experience: March 17, 2023Worst and absolute day service every in my life. Utter waste of time in browsing on this website and tiring to use there promotional code of what they have promoted via email. Its all fake and false promises. If i had a chance, i should have given them zero starts. Not at all recommend this site. Very very bad service and super false people. Service Value Shipping Returns Quality Date of experience: September 5, 2023Relatively new boots developed a clicking noise in the right boot only! Very annoying and when I contacted customer service, they referred me to a cobbler for repair services and pricing! The boots are going to Salvation Army and I'm done with Cole Haan! Tip for consumers:Form letter response to my problem shows me they really don’t care Products used:Shoes Service Value Shipping Returns Quality Date of experience: January 3, 2024Being waiting almost two weeks for a return credit, unacceptable. I had same issue with the north face I called and they reimbursed me right away. I called cole hann. They said I got to wait more. Unbelievable. Products used:Shoes Service Value Shipping Returns Quality Date of experience: December 29, 2022I received a gift card from Cole Haan, since it isn't having an expiration on the card or their e-mail, I didn't use it right away, now I fund something I want to buy, but the gift card didn't work said" the card is unknown". I wrote to their customer service but have no replies. I just hope that cole haan stand by their product including gift cards. Did anybody have the similar issue? Date of experience: February 28, 2023Cole Haan Customer Support is a joke. I wanted to change the shipping on my order to overnight to arrive in time for Christmas. They said they couldn't do it on there end and that I could simply order another pair and return the ones with ground shipping. I asked them if they could cancel that order and I would make another order and they said they couldn't do that either. If they can't help change the shipping or cancel an order, I am not sure what purpose they serve if any at all. Service Value Shipping Returns Quality Date of experience: December 20, 2022I ordered a pair of shoes on 6/15. I returned them because they didn't fit. I returned them on 6/17, and I still have not received my refund back to my card. I have contacted these people three times. I will never make another purchase from this company. Buyers beware. There are suspicious activity. I have also reported them to the BBB. Tip for consumers:Do not buy from Cole Haan and expect a refund.It has become a real problem. Products used:I did not use their product. Service Value Shipping Returns Quality Date of experience: June 25, 2022I purchased 2 pair of shoes and was notified that they were being shipped. Upon arrival of package it was not either pair of shoes that I purchased instead it was a pack of socks, socks that I did not order. The packing slip stated it was shoes but no shoes were there only socks. I called customer service and was told that they were sorry but I would now need to return the socks and the shoes I ordered were no longer available. I can't help but wonder how anyone can mistake a pair of shoes for a pack of socks. Also I was informed that I will not get my refund until they get the socks back. I asked to speak with a manager and he was just as rude as the first person I spoke with and reiterated the same message. No refund until they get their $12.95 socks back. I will never buy from Cole Haan again. Products used:None Date of experience: January 10, 2024They sent a size smaller than I ordered. Their error. They were to be a gift. They took multiple days to initiate an exchange. Gift giving time passed. They then sent an email indicating they were initiating an exchange. They chose the location for me to return. So now I've got to repackage the wrong pair and drive to a pretty inconvenient location miles farther than the nearest UPS store. I told customer service they weren't doing anything different than a typical exchange even though it was their error and they said "Thanks for letting us know". I've ordered 5-6 pairs on my own previously and they'll be my last. Service Value Shipping Returns Quality Date of experience: December 27, 2023Considering the famous brand, I can say is the worst company, the don't stay behind the product. I send one email to corporate office, the answer back say Cole haan don't do business with Nike air. Last time I see my shoes don't say Nike the say cole Hann I pay for cole Hann. Date of experience: July 28, 2022Cole Haan shoes are low quality and overpriced! I purchase the Men's ØriginalGrand Energy Twin Oxford $250.00 Color: Black-Safety Yellow. These shoes were worn very limitedly over a two month period before the toe started to disintegrate under my feet. Wendy C. A customer service supervisor only offered me a 30% coupon towards the purchase of another pair of overpriced sh!tty shoes. Unbelievable terrible customer service. As can be seen from the photos, these shoes were barely worn. And they could not exchange them because they stopped making them after they were introduced in 2022. Hmmmm…. I wonder why they stopped making them? Never again, will I buy another pair. I suggest you do not either. Tip for consumers:Avoid purchasing Cole Haan Products used:Shoes Service Value Shipping Returns Quality Date of experience: January 16, 2023I took advantage of Cyber Monday deals and ordered in some of their shoes at good prices. Shoes arrived and they ran a little big, no worries, send them back to exchange and drop half a size. My shoe size floats between 11.5/12 varying by brand anyway nothing out of the ordinary. Initiated exchange, process seemed easy, printed label, boxed up and got them turned around same day. After the week of shipping back across country, it took another 7 days to process the return, and then on day 8, I get an email stating they could not exchange because I had used Apple Pay. I didn't use apple pay, I paid using a CC. Had created one of their 'VIP' accounts and did the whole thing. I emailed Customer Service back, explained that i had not used a payment service but did in fact pay direct with my credit card, only to have them double down and say that I'll be refunded in 3-5 business days. No offer to look into it further whatsoever, just couldnt be bothered. I was extremely excited to finally have a couple pairs of Cole Haan's as they are a pricey shoe and with the deals I was finally able to justify the purchase. This is beyond disappointing. Tip for consumers:No Products used:None Service Value Shipping Returns Quality Date of experience: December 21, 2023Bought two pairs of dress shoes for over 300.00. I submitted my order and then realized my old shipping address was still on my account. I immediately called customer service and they informed me that they can't change my order or cancel it. I asked them what do when it arrives in a different state. She told me she couldn't help me and take it up with UPS. I contacted UPS and they told me to contact Cole Haan. So I contacted them back and was told there is nothing they could do. I ask them how do I get my money back when I don't receive my delivery and was told we can't help you. I have whore cole haans for years and my office staff wears them also. I will not be buying from them again and my staff also are not going to buy from them. I hope they are happy they lost several customers for 300.00. Date of experience: December 1, 2023Neverworn shoes in closet. Went to wear and completely came apart. Shoe repair said were could not repair plastic platform. Company refused to work with me. They don't stand behind their product. Date of experience: October 16, 2023Whatever you do, don't return your shoes for a different size when ordering online - they will up-charge you! Their customer service team will say that they'll charge you more up front but then issue you a refund for the difference, but they won't. Order them correctly the first time, or don't order at all. I wasted more time on the phone with them then I'd care to admit and am left frustrated and helpless. While I love their product, I hate their customer care team. I will not be buying from them again. Anybody know of a competitor or theirs that have better customer service? Date of experience: May 13, 2019Someone stole my card and used it on this website and they wouldn't even let me cancel the order. They gave more priority to the criminal then the card holder? Obviously the company is run by a bunch of bot like individuals don't have a real thought ever go on in their heads. Service Value Shipping Returns Quality Date of experience: December 13, 2021Just ridiculous. I'll start out by saying the lady on the phone was polite, but not a bit of help. Absolutely no reasonable help from them after package was lost. No, "We are sorry, we will ship another right to you," or "we will take care of it and get back to you." Instead I was told to contact UPS and figure it out. So I did and they said it was lost. Now I'm suppose to fill out some onerous paperwork to get my money back. I called Cole Haan back and they said they would put a tracer on it and get back to me in 8-15 business days. So not only have I paid them, but they won't send me what I ordered to cover me in the meantime. They can redirect the package back to them if it is found. Never again. Date of experience: August 5, 2020I was wearing Cole Haan patent leather shoes on 10/27/17 while DJing an event at a school. I was walking and it felt like someone pulled a rug from underneath my feet. I fell and broke my wrist in three places, which required major surgery, needing plates and screws. The bottoms of the shoes did not have any rubber traction, which made them EXTREMELY slippery, It has been five (5) years and I am still in unbelievable pain which radiates up and down my arm. Why on God's earth would Cole Haan make such a dangerous shoe? Their email response from Cole Haan was just simply "sorry". Unfortunately, your potential recovery won't be worth the cost of a defective product lawsuit, your only option is to return the shoes for a full refund! This has cost me thousands of dollars in medical bills. SHAME ON YOU COLE HAAN! Service Value Shipping Returns Quality Date of experience: June 17, 2022My order was incorrectly fulfilled. I have previously purchased from this merchant and have received partial shipments, based on the immediate availability of items. The enclosed packing slips do not list the items. When I inquired about the missing item, I was told that it was in the original package, which is wasn't, not were ANY of the items listed on the packing list. I was told that I had to provide proof that the package hadn't been tampered with and provide pictures of all the packaging, contents, etc., as if I wasn't being truthful about a low cost item. THIS MERCHANT DESERVES ZERO STARS. Service Value Shipping Returns Quality Date of experience: January 16, 2023Cole Haan's online store uses a third party to ship their online orders. I purchased from their online store today, but when I tried to add an Alternate Address to ship my purchase to, the Cole Haan on line site arbitrarily used my Billing Address, which was not evident until I received a Purchase Summary. I called Cole Haan who told me they cannot cancel or change the order and that I would have to wait for the product to arrive and then return it. I thought to re-order on the phone to ensure correct shipping and then return the first purchase when it arrived, but Cole Haan will not take a Canadian oder on line. A Cole Haan supervisor told me that management has been aware of these issues for several years but refuses to deal them. I will not online shop with Cole Haan again. Date of experience: November 27, 2021I am not sure what happened to the shoe's I ordered and was charged for but when I emailed them they told me my order was on the way and would be there that day, that was over a week of waiting, and the website never emailed me a receipt of the order to begin with so I am suspicious and now waiting for a refund on my credit card, I was really looking forward to the product but the service didn't pull through, buyer beware. Tip for consumers:Beware and be careful Products used:None, I never got my product for some strange reason after being charged and given a tracking number Service Value Shipping Returns Quality Date of experience: March 31, 2022Cole Haan's online store uses UPS as a third party to ship their online orders. I did a purchase from their online store 12 days ago. UPS told me that they put the package in front of my house, but I never saw any package. It got stolen most probably (or maybe it was never delivered). Cole Haan told me to solve this issue with UPS as Cole Haan was not responsible for the delivery. I'm still waiting to hear from UPS, they restarted an investigation (after closing it without saying anything). I'm not sure how long this can take but this is the worst online shopping experience I have had in my life as Cole Haan doesn't respond to my emails. They also closed the case on their end pointing UPS. I had to reopen it and go through all these phone calls with UPS. This is very frustrating as I have to deal with all the logistics. I paid $136 and am not delivered anything yet. I will never ever shop from Cole Haan. Such an incompetent company. I wouldn't be surprised if they go out of business soon. Tip for consumers:Do not shop online! Service Shipping