ComplaintsforColdwater International LLC

Womens Clothing

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Initial Complaint
05/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order date:2/15/2024 Original Cost: $105.94 Items in mail for return: 2/22/2024 using Coldwater Ceek provided return label Package delivered to a return agent in ********, MT 3/14/2024.I began calling Cold Water Creek about my expected return of $74.90. An employee gave me a refund code number to reference. I called again 5/9/2024. Employee told me for some reason the return was not processed & that she would process the return that day. She said the return should be seen on my account in 3 to 4 days. On 5/29/2024 I called again as I still do not have my $74.90 return. Employee told me it had been rejected by my original credit ********** needed another credit card to process the return. I called the credit card company she said had rejected the return payment. They said they had not received the entry from Cold Water Creek. I have the distinct feeling I am ever getting my $74.90!
Customer response
06/08/2024
My complaint has been resolved. Coldwater Creek kindly returned my original purchase amount.
Initial Complaint
04/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Have not received refund for item returned to Coldwater Creek.Item was returned in new condition, never worn. Sent back the day after I received it. I reordered a smaller size which I already received. Request full refund of $95.30 to my credit card. I paid the cost of return shipping so this should not be deducted from refund.Have called Coldwater Creek twice. During both calls, they acknowledged the returned item had been received in their warehouse. They assured me the refund would be processed "immediately"...in 7-10 days but after multiple weeks, no refund has been made.Disappointed in Coldwater Creek's customer service. I would like my refund.
Business response
05/20/2024
We apologize for the inconvenience caused. We have processed your refund in the amount of $95.30 and it will post to your original form of payment with in 5 business days. Again, we apologize for any inconvenience caused.
Customer response
05/21/2024
Refund was finally issued after calling Coldwater Creek 4 times over the course of 7 weeks. No explanation was provided on why they would not issue the refund. Will not do business with them again.
Customer response
05/21/2024

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
04/15/2024
Complaint Type:
Delivery Issues
Status:
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.
I placed and order for a coat on 1/15/2024 through Coldwater Creek International, LLC. Invoice ID ************* and Transaction number *****************. Several attempts have been made to process my payment, through PayPal, last attempt on April 5, 2024. I have tried a few times to cancel the order but have been told that the order is in a warehouse and cannot be cancelled. I have contacted my bank and PayPal who cannot dispute the charge, until the charge is actually made. I feel that this company is scamming the online shopping community. Any input or advice would be gratefully appreciated!
Business response
05/10/2024
Desh from Coldwater Creek stated that when the consumer called on 3/1 saying that she wanted to cancel the order, she was told that they could not because items were already in the delivery process. The consumer was charged on 4/25 ($167.96) and her order was delivered on 5/3. **** stated that they provided the consumer free return shipping so that she could obtain a full refund for her order after sending it back.
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made a return to this company that was mailed using the shipping label provided on 3/22 - they state they never received the item until 4/11 and they will need another ***** days to process in their warehouse. This is crazy! When I advised that I would be filing this complaint as well as a dispute with my credit card company, they started issuing credits on my card but for incorrect amounts and clearly not the money that they owe me. According to my calculations, they owe me around $215. and this needs to be addressed.
Customer response
05/13/2024
It took months but this company has credited my card (I had to file a dispute and attempt to prove my return as they lost part of my return). I CANNOT RECOMMEND THIS COMPANY????
They are very difficult to deal with and horribly slow to respond if at all.
Initial Complaint
03/11/2024
Complaint Type:
Product Issues
Status:
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.
On October 11, 2023, I made a purchase from ColdwaterCreek. I received my order, decided not to keep and returned all the products. Apparently, just purchasing something automatically (WITHOUT consent) they enroll you in a program to deduct from your credit card EVERY month! So beginning in November, they began taking money from my account without my consent. The following has been deducted without my consent:11/10/23 $15.81,12/10/23 $15.81,1/9/24 $16.17 (notice- they even increased it, without consent!),2/8/24 $16.17,I noticed this on my January bill and contacted them to STOP billing/membership or whatever they call it, that they WITHOUT CONSENT sign people up for.Now I have my Feb bill and I am STILL being billed without consent.This is THEFT. I am requesting a FULL refund for all of these deductions without my consent.
Business response
04/05/2024
****** at Coldwater Creek confirmed the rewards membership was cancelled 02/13/24. A refund is now being processed and a confirmation email is being sent to the consumer.
Customer response
04/14/2024

Complaint: 21416817

I am rejecting this response because: I have not yet (4/14/2024) received an email response, NOR my reimbursment that is deserved from them (WITHOUT CONSENT) deducting from my creditcard. I still expect FULL REIMBURSMENT for all monies (see original complaint) deducted from my creditcard WITHOUT CONSENT (which is STEALING/THEFT). Fully reject company response, as I have not received owed money.

Sincerely,

*************************************
Business response
05/06/2024
***** from Coldwater Creek stated that the consumers refund of $59.96 was processed.
Initial Complaint
02/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Nov. 2, 2023, I made a purchase with Coldwater Creek for $68.44. I received the items ordered. I established an account to monitor the shipping of those items, but unbeknownst to me this company signed me up for a rewards program at that time.On the dates Dec. 26, 2023, Jan. 23, 2024, and Feb. 22, 2024, I was charged for an alleged rewards membership. These were small debits that went under the dollar level I have sent for alerts on this account. The customer service department at my bank informed me that merchants are signing up unsuspecting patrons and to file a complaint here.I am demanding a refund of a total of $44.97.I was forced to close the account to get out of these fraudulent
Customer response
02/29/2024
In response to the question for my shipping address, it is:
*********************
********************************
***********, ** 33950

Business response
02/29/2024
****** from Coldwater Creek stated the consumer would receive a refund and cancellation email as they are issuing the refund in the amount of $44.97 back to the consumer and cancelling her membership.
Customer response
03/01/2024
Update,
Coldwater Creek just refunded me the amounts they debited from my checking account. How do I update the complaint to say they made it right?

Customer response
03/01/2024

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
02/23/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Coldwater Creek retail online ordered on December 31 2023, order number #E9765245 with two items. First item All Season COAT was shipped, returned, refunded no problem. Second item issue: After 3 customer service telephone requests, I received the same response refusing to cancel my backordered All-season jacket item ************ saying "cancellation is not possible as item is in warehouse PICK status" This Pick status, sitting in warehouse supposedly, has been nearly 2 months while Coldwater creek continues to charge my paypal/visa account $175.36 WEEKLY for authorization; charges- then deletes the charge after ~3 days over and over again. Customer service will not escalate to anyone as they say escalation is futile or "no supervisor available". Their resolution response is to WAIT for the item to ship, then they give me a code to return it no charge. Please help to get Coldwater Creek to cancel this backordered item and stop their ongoing charges to my paypal/visa (they called them "authorization" charges).
Business response
03/19/2024
*** from Coldwater Creek stated that the All Season Jacket was cancelled on March 11 and no more authorization holds will be charged. *** stated the last hold was placed on March 4, before the cancellation of the order and everything is now cancelled.
Customer response
03/19/2024

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
02/20/2024
Complaint Type:
Product Issues
Status:
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.
I received a Christmas gift from Coldwater Creek. The gift did not fit, so I filled out the exchange form with the new size and item I wanted and sit the other order back. Instead of doing the exchange, they refunded the money to the person who bought the present to me. I called and they said they had the new product in stock .When I asked why they returned the money instead of doing the exchange, they said the warehouse people were responsible for the mishap and I was just out of a gift
Business response
03/18/2024
**** from Coldwater Creek confirmed the order was returned for exchange. However, the customer who ordered the product needed to verify the shipping details etc., without that they are unable to process the exchange. Please have the person who was gifting this to you call Cold Water Creek
Customer response
03/18/2024

Complaint: 21320846

I am rejecting this response because: the address was listen on the bill to and ship to. I also attached the ********* **** receipt to show that it was shipped back from *********. This was a gift given to me. To contact the person who paid for the gift and ordered the git would be insulting to them as I did not like what was picked out for me. All paperwork from CC/invoice return was filled out properly . The company did not execute their part. As stated before, as good customer service, I should be sent the correct item and at gratis for the company error.

Sincerely,

***************************
Initial Complaint
02/18/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered a sweater online for Coldwster Creek on Feb. 2 for $41.54 which inclukede $9.99 in shipping. A week later I saw that the charge was still pending. I emailed the customer service ***** because I had not gotten any updates on delivery and the charge was still pending. I explained that I expected to had already gotten but since I didnt, I just want to cancel my order. They responded that it was back ordered and would ship later in February. They ignored my request to cancel the order. So I called customer service and they said we cant cancel this order because its pending. I just tried again to cancel the order over the phone and they said they cannot.. I just want to cancel the order and get the pending charge off my account, and they wont do it.
Business response
03/15/2024
Balise from Coldwater Creek stated that item was delivered on 02/26/2024 and couldn't be cancelled before then because the order was already processed in their system.
Initial Complaint
02/12/2024
Complaint Type:
Order Issues
Status:
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.
I first ordered a rain jacket size M for my wife as a Christmas Present, 12/8/23. We wanted to exchange it for a size *. We returned it shortly after Christmas, and had to wait 2 weeks for a repsonse. When I called, I was informed that the * size was out of stock and that Id be issued a refund. A day or so later, we looked online to see the * size available. (At a higher price). I really dont understand this but it seems truly suspicious. My problem is that somewhere in all of these transactions, I signed up for a rewards program that I have just be charged for. CHARGED FOR? What kind of program is this? I want my $16.53 ($14.99 + tax) refunded. This monthly charge after the trial period seems predatory, especially in that it is not PROMINENTLY spelled out. Thank you
Business response
03/08/2024
******** and customer service reps from ********************** stated that the $165.39 for the jacket has been refunded and was processed on 01/09/24. Also, ******** has cancelled the consumer's reward membership and has fully refunded the consumer and ask that ****************** allow 2 to 5 business days for this to reflect on his payment method.

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