Complaints

This profile includes complaints for Coldwater International LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Coldwater International LLC

  6432 NW 5th Way Fort Lauderdale, FL 33309-6112

• 

  Coldwater Direct, LLC

  175 A Beal St Hingham, MA 02043

• 

  Coldwater Creek

  1251 S Perry Rd Plainfield, IN 46168

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and returned an item. They refunded a portion but not the sales tax. Like others on here I also seemed to have signed up for a membership. I absolutely did not want that and it required two phone calls to have that rectified. How they explained their math for a full refund is interesting. They claimed that I received a 45% discount. However they would not refund the whole amount.

  Business Response

  Date: 07/10/2025

  Upon review of the order, customer applied a promotional code that saved her 20% and free shipping on her purchase. Customer paid $197.02 for her order after the savings. When items are returned there is a $9.95 label and any applicable taxes that is deducted from the refund amount resulting in her refund of $186.36. Attached is a screenshot of her order total with the breakdown of her applied promotion.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23570884
  
  I am rejecting this response because: All money INCLUDING so called discount should be returned. I also want my sales tax returned. Many complaints about your business practices. . Show me where I signed up for a 20% discount. Is this like when you say I signed up for a membership which I did not. Many people have complained about that. You are a scam operation. I want all my money returned. Show my in the fine print where you dont return full amount - you are simply trying to keep money that does not belong to you. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/11/2025

  Customer paid $197.02 as provided in the previous attached screenshot for order ********. We refunded $186.36 in which $10.66 was deducted for the use of the label for the return. Attached is another screenshot of our return policy stating where a label fee will be deducted. 

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was just charged $16 with a reoccurring automatic payment for a membership (LoyaIty Coldwater International) I did NOT order!! I have never heard of this business/**** before.

  Business Response

  Date: 07/10/2025

  Customer opted in our Rewards Program during the checkout process resulting in monthly charges after a 30-day free trial.Attached is how the offer appears after checkout, where the customer accepted the offer. Here is the link to that program info and contact information to be removed and refunded: ********************************************************************** or *******************************************************

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23569078
  
  I am rejecting this response because: 1) I do not recall making the original commitment and 2) I am battling an aggressive cancer and can't afford any additional bills. Please remove me from your system and, ideally, refund the last payment. Thank you.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/22/2025

  Customer has been removed, and her refund should reflect in 3-5 business days.

• Initial Complaint

  Date:06/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently located a Coldwater Creek gift card given to me several years before they closed their stores. I just attempted to use it for an online purchase and was told that the gift card is no longer valid. Here in California gift cards do not expire. Coldwater Creek customer service reps told me that, since the company was sold, they do not honor cards from before the sale of the company. What terrible customer support - if not illegal -? They told me to call Comerica (?) bank who had handled the purchase (I guess?) - I was told that they would help me with my old gift card. When I called that bank they had no idea why Coldwater Creek would send me to them. I got the total runaround from Coldwater Creek customer service who ultimately just said - too bad- guess you are out of 100.00! They could not have cared less. Please help - thank you!

  Business Response

  Date: 06/27/2025

  BBB, 

  
  Thank you for bringing this to our attention.  We’re truly sorry for the frustration and confusion the customer experienced while trying to use her Coldwater Creek gift card.  We believe this gift card was issued by either Coldwater Direct, LLC, or Coldwater Creek, Inc., both predecessor companies (“Predecessor Companies”) to the current Coldwater Creek (Coldwater International, LLC).
  
  The Predecessor Companies filed for bankruptcy in 2014 and 2020, respectively and both were liquidated during the respective bankruptcy proceedings.  As a result of the liquidation of assets and the bankruptcy proceedings, all liabilities, including gift card liabilities, were extinguished.  The current ownership (Coldwater International, LLC) purchased only the intellectual property of the previous bankrupt company (Coldwater Direct) and assumed no liabilities of either of the Predecessor Companies.
  
  Due to Predecessor Companies being liquidated in bankruptcy, and all obligations being satisfied or extinguished under the respective bankruptcy proceedings, we are unable to honor gift cards purchased from the Predecessor Companies. We understand how disappointing this is and sincerely apologize for the incorrect guidance provided when she contacted our customer service team.

  Customer Answer

  Date: 07/09/2025

   
  
  Complaint: 23513810
  
  
  
  I am rejecting this response because:  it does not honor California law stating that gift cards do not expire. 

  What happened to Coldwater Creek's previous offer "in good faith" of a 50 percent off coupon and free shipping?  Why was that rescinded?  

  This gift card was worth 100.00 and I expect to receive that in compensation. 

  Sincerely,
  
  
  
  Barbara Weaver

  Business Response

  Date: 07/10/2025

  Due to Predecessor Companies being
  liquidated in bankruptcy, and all obligations being satisfied or extinguished
  under the respective bankruptcy proceedings, we are unable to honor gift cards
  purchased from the Predecessor Companies. We understand how disappointing this
  is and sincerely apologize for the incorrect guidance provided when she
  contacted our customer service team.
  
  We would still like to honor our offer to assist with your next order by providing 50% off and free shipping.

  Please let us know when you're ready to move forward and the
  best number to reach you—we’re here to make this right.

  Customer Answer

  Date: 07/10/2025

   
  
  Complaint: 23513810
  
  
  
  I am rejecting this response because: I already responded yesterday.  Did you not get that message?  This is an unacceptable response as they are providing no compensation for my 100.00 gift card.  They previously offered 50 percent off and order and free shipping as compensation-  but then rescinded that offer.  Am shocked at their poor costumer services.  If the sale of Coldwater Creek to a new entity included debts then it should have included unused gift cards and these should be honored.  Please call me at 510-882-6182 - and keep the time difference in mind as I am in California.  Thank you. 
  

  Sincerely,

  
  
  
  Barbara Weaver

  510-882-6182

• Initial Complaint

  Date:06/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a charge on my credit card from Coldwater and I have not authorized this and don't know what the charge is for. PLEASE REMOVE AND CONFIRM.

  Business Response

  Date: 06/24/2025

  Customer placed order ******** on May *******. There was an item that was on backorder that shipped June 22 with tracking 9261290357464412925634. We charge once the item ships which would have caused the amount to deduct from her account. If customer has any other questions, she can give us a call at ************ or email at *******************************************

  Customer Answer

  Date: 07/09/2025

   
  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

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged $16.99 every month for a 'Coldwater Loyalty Program' that I never agreed to. I have no idea what I am getting in return for these payments, now totalling $220.87. I want these payments to stop immediately and want a refund and an explanation. Can you help me with this?

  Business Response

  Date: 06/24/2025

  Customer opted in our Rewards Program during the checkout process resulting in monthly charges after a 30-day free trial.Attached is how the offer appears after checkout, where the customer accepted the offer. Here is the link to that program info and contact information to be removed and refunded: ********************************************************************** or *******************************************************

• Initial Complaint

  Date:06/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made REPEATED phone requests to Coldwater Creek to STOP sending their catalog. I have recently moved and my mailbox is MUCH smaller than at my previous home. I have spoken to Cold water creek 6 to 7 times and asked to stop sending their catalogs to ********* ***** or current resident , and yet they continue . This is unacceptable ! My customer # is ********. This is boarding on harassment and must stop.

  Business Response

  Date: 06/26/2025

  We have completed another removal request on behalf of the customer. Our catalogs are preprinted up to 6 months in advance and can take a few cycles for them to cease.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am at my wit's end, trying to get this company (which is strictly on-line ordering now) to STOP sending me their catalogues. I have repeatedly spoken with them to tell them I have been unhappy with the orders I've placed and how they're handled, and, with their merchandise, and that I will not be doing ANY more business with them. I've also indicated that they no longer have my permission to store and use my contact information, and to never send a Catalogue here. I continue to get them monthly, for approaching a year at least. I have spoken at length on the phone at least 7 times, the last time with a Supervisor. In addition to being anger provoking, it s a wasteful use of precious natural resources, our trees. I suspect they just want my name on lists to sell. At any rate, PLEASE advise/help me. I can't tolerate the thought of having to call them, to again, insist on deleting my name for mailings.

  Business Response

  Date: 06/26/2025

  We have completed another removal request on behalf of the customer. Our catalogs are preprinted up to 6 months in advance and can take a few cycles for them to cease.

  Customer Answer

  Date: 07/11/2025

   
  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.

  I'll let this rest at this time, but, BBB should be clear, and Coldwater Creek needs to be more honest, in that my requests to stop the catalog had been going on for well over a year.  If I receive another, I will recontact BBB.  Thank-you BBB for your assistance.  
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I place an online order. #******** on April 18, 2025. It was shipped on May 2. I received the item on May 12. The item was a sweatshirt and it had two 1 inch - 2 inch stains on the front of the item. I returned the item on May 12 and asked for an item exchange ( because the item was defective). It arrived back at Coldwater Creek by May 19 according to the ****. I waited until June 2 to call and inquire. They told me once the item was received it would take 5-7 days for a refund. I explained it had already been 2 weeks and I had not received a refund nor did I want one. I wanted a the original item replaced with a new one which was not defective. Then I was notified a new item replacement item was being sent Order # ******** on June 12. It came today - June 16 and it is the same defective item that they originally sent. It has the same two stains on it. It is not a new item. They literally RESENT the same item defective item I had returned.

  Business Response

  Date: 06/17/2025

  Please accept our apologies for the inconvenience. Upon review of the orders, we refunded order E11496759 for $81.05 on 6/17/2025. The replacement item does not have to be returned.

  Customer Answer

  Date: 06/18/2025

   
  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,
  
  **** Slot

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two swimsuits from Coldwater Creek on 4/17/25.. A package arrived but only had one swimsuit. I contacted them and was advised the missing swimsuit would be shipped. I received an email with the confirmation of the ***lacement but they were charging a fee of $17 for shipping. As I had already paid for shipping with the initial order I called on 5/1/25 to get that fee removed. They cancelled that order and processed a new order with the missing suit without an extra shipping charge. That swimsuit finally arrived. I decided I did not like either swimsuit and wanted to return them both. Following their procedures and because the service had been really bad so far, I called to arrange the return of both suits. After the return was arranged, I asked the *** helping me to confirm two suits were being returned and I would be refunded for both suits. He confirmed this to be the case. I received an email with the return QR code - it was for one suit only. I have emailed but the ***ly said they would look into it. I am tired of waiting all these weeks and want to return the suits and get my money back.

  Business Response

  Date: 06/10/2025

  Please accept our apologies for this inconvenience. We have created another label for the customer to be able to return both items for return at the Happy Return counter at the participating location of her choice. We will waive the label fee, so she is not charged the $9.95.

  Customer Answer

  Date: 06/18/2025

   
  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

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned 2 items. Coldwater Creek insists that my card was credited but it was not. They promised during the week of May 11 that they would refund by May 21. They did not. I asked repeatedly to talk to a Supervisor on May 24 and was not connected. On May 24 I was told repeatedly that they did credit me. On May 24 my bank informed me that I still was not credited.

  Business Response

  Date: 05/30/2025

  If customer is referring to order 11331055 for the return of Whisper Weight Sweater Tank in Green Tea color, it arrived to our DC on May 24th. We can go ahead and get the refund started. All other refunds have paid out with screenshots attached.