Reviews

Review Details

• Review fromKen N

  Date: 07/11/2025

  1 star
  I wish ****** would provide a 0 star rating option. I ordered something for an important function with a 5 day buffer from the delivery date presented while ordering. They still couldn't deliver it on time. And I truly hope their customer service is actually an AI bot because if not it's an COMPLETE waste of money. They don't know how their shipping partners operate and keep making you go back and forth between *** and their support with conflicting instructions. Go shop elsewhere if you need something on time. Coming from someone who's bought multiple shoes and used to trust this brand. Other cheaper brands are more reliable and provide better customer support.

• Review fromRa Z

  Date: 02/03/2025

  1 star
  Atrocious customer service. Trying to get in touch with customer service regarding a return only results in an automated response restating the return policy. There is no explanation or response to the questions I ask or information I provide. The single email I was able to get a live person to respond to is a one sentence claim that I had already received a returns exception. Upon research into the order number they provided, I discovered the "exception" was based on a failed returns label Cole Haan's own system had made. Finally, the entire reason for the return is their return policy is entirely different from everyone else's in 2025. It begins at the order date, a particularly problematic issue when their shipping was severely delayed and took 2 weeks to arrive (their own policy promises 3-5 business days). Seems like a deeply misleading and unfair business practice to me.

• Review fromAdam B

  Date: 01/28/2025

  1 star
  Terrible customer service when it comes to returning shoes purchased on their website and getting your money refunded. I shipped 2 pair of shoes back to Cole Haan over 2 and half weeks ago and I even received multiple emails from them that they were returned and I would be completely refunded. This morning I got only a credit back for 1 pair of the shoes. I have called at least 6 times during these 2 and half weeks to find out where my refund is including again today and I keep getting the same run around that it is taking time because of the holidays?!? What holiday when the order was placed after New Year Day!? Now they are claiming the refund can be returned in multiple amounts and not in the full amount paid. This is the worst returning experience I have ever had with a clothing company and I've been buying and returning items online for 25+ years.

• Review fromSamantha T

  Date: 01/18/2025

  1 star
  Beware of horrible customer service. Apparently their return window starts at purchase date not delivery date, despite long delivery times and the fact that its 2025 and every major e-commerce player starts from delivery. Their customer service was so rude didnt give me the time of day. Will never shop there again. Say goodbye to your direct channel treating customers like that.

• Review fromKelly R

  Date: 12/21/2024

  1 star
  I ordered several coats as different Christmas gifts on 12/1. All of the coats but one showed up. I used the customer service chat and was told the only thing they could do was trace the package to see if it was lost. However, that would take 8-10 business days, which will be way past Christmas at that point. Looking at the website, the coat is still available but it is $20 more expensive. I then called Customer Service to see if they would be willing to send me a new coat, at the same price I bought the first one for, with expedited shipping so that the gift would arrive on time. I was asked why I didnt check on the shipping of the coat before today, even though the last coat of the package arrived less than 2 days ago. Further, I was told Cole Haan cant do anything about this issue until 8+ business days. Im very frustrated. I am an avid customer of Cole Haan, but the lack of help and blame game I received today will have me never purchasing from them again.

• Review fromAndrea O

  Date: 12/18/2024

  1 star
  This review is on Cole Haan's customer service. My kids ordered a pair of casual shoes their dad wanted for Christmas. The shoes came and the shipping box was wrapped up and presented at our family Christmas party. When he opened them, it was a completely different shoe, 7 sizes too big. That was very sad and embarrassing for our kids. It was 10 days before Christmas, so we hoped to rush him the correct pair. The least Cole Haan could do is give us a discount for our trouble, or put a rush on the correct shoes. They did neither. They did nothing to make right or apologize for the embarrassing mistake. We returned the shoes and re-ordered the right ones, but they won't get here for Christmas. Hopefully they send the right ones this time. Shame on Cole Haan, they really messed this one up. Customer service is EVERYTHING when running a company. We are disappointed/unhappy customers.

• Review fromCaleb S

  Date: 09/10/2024

  1 star
  I ordered these shoes and they fit nicely. Over a short time the leather has stretched and creased to the point that wearing the shoes is unbearably uncomfortable and I have awful blisters on my toes. I wish I had seen the reviews on here before purchasing. I wouldnt have expected such poor quality from Cole Haan.

  Cole Haan

  Date: 09/16/2024

  We are sorry to learn that the customer is not happy with his footwear. Blisters are not a quality issue; they are a fit issue caused by the shoe rubbing in certain areas and are a function of fit - not defective leather. This condition usually dissipates with wear as the shoe will become less snug. We are happy to send customer a promo code to use in finding a style with a better fit for his foot. Always read the customer reviews at the bottom of the page - usually some good, candid fit info in there.

• Review fromHouston R

  Date: 07/03/2024

  1 star
  Wish I would have come to BBB before ordering from Cole Haan. I will take the blame for allowing my payment method to autofill my address... I understand the security of not being able to change the shipping address after it has been ordered, but do not understand why the security policy doesn't allow buyers to cancel their order if they see an issue with address or whatever reason, especially before it is shipped (understand nothing can be done after item is shipped). Like the abundance of users below I caught that my autofill address from Apple was the wrong address once the order was placed. I contacted customer support immediately through email and called the next day once their customer support line was open. Long story short the customer service told me I would be able to change it through *** My Choice once the item ships, but that is completely wrong if your *** My Choice Account isn't registered to that shipping address. *** directed me back to Cole Haan. When I called Cole Haan back, the advice they gave me was "try and retrieve the package from the wrong address". What kind of advice is that?!?! Would they poach a package or have the awkward encounter of knocking on someone's door that lives ***** and miles away asking for their package? At this point my only hope which is very unlikely would be for the people that live at the address to return the package to ***. I will take blame for the inaccurate autofill, but their Customer Service advice and security policy of not allowing people to cancel not yet shipped items is absurd. If I could have cancelled my initial order, I would have gone and placed another to the correct address and would be a long-term customer. But the horrible customer service and overall experience will keep me away from being a customer again.

  Cole Haan

  Date: 07/08/2024

  We are very sorry to learn of customer's unsatisfactory experience with the shipping issue and Customer Service non-assistance. We are using this example as a teaching issue and will review with our CS agents. We will contact customer separately as well.

  Cole Haan

  Date: 07/08/2024

  We are aware of the automated payment address issue. We will contact the customer directly to assist/resolve.

  Houston R

  Date: 07/08/2024

  Cole Haan reached out to me and did more than expected. They are overnighting me the pair of shoes that was shipped to the wrong address. **** in customer service was awesome! I will be a repeat customer. If I could change my above rating I would.

• Review fromJosephine C

  Date: 06/24/2024

  1 star
  The user experience is extremely poor. ********************************************* is unable to do anything that customer service for any other store would be able to do. I contacted them after I discovered that my shipping address was invalid and asked to have it updated to my billing address. They couldn't do anything about it and said to wait until the order was shipped despite me repeating that the address was invalid and couldn't ship. HOW CAN THE ***** SHIP IF THE ADDRESS IS INVALID?? An agent acknowledged that the package was likely to be returned to sender due to the invalid address so why attempt to ship it to an invalid address if that's the case? She told me to wait until the shipping confirmation arrived to update the address via **** The shipping confirmation arrived but there was no option to correct the address - what's worse is that **** site said that if you can't correct an address, it is likely a vendor restriction. There was no common sense used in this situation. I will not order from Cole Haan again, worst customer "service" experience I have ever had. What kind of business operates this way? I would rate the company 0 if I could.

  Cole Haan

  Date: 06/27/2024

  The information that the customer received from the Online CS Team is quite correct: for security reasons - customer's and Cole Haan's - we are unable to edit, alter, amend or otherwise change any data/information that a customer enters into an online order. At checkout, there is an opportunity for the customer to check billing and shipping details before placing the order. If customer uses an anonymized payment method such as PayPal, ApplePay, ShopRunner, etc., those apps will often populate the last address used in that app. It is the customer's responsibility to be sure the details are correct. Very sorry not to be able to help with this.

• Review fromJeanna E

  Date: 06/18/2024

  1 star
  Bought a summer bag last summer. Used it for 2 mos before taking it out again this summer.. after one week the leather started coming off the handles. After numerous calls and emails I was told they don't offer a warranty and they can't offer refund. I never asked for a refund but I suggested they should at least offer a good discount on a future purchase. They offered 25% on online only full price item only. Not to be combined with other discounts. It's a joke. 25% is their usual sale. Plus 15% for subscribing. I wrote to the ceo. 25 years of buying from them will have to end.

  Cole Haan

  Date: 06/24/2024

  BBB Review ***** - customer received correct customer service response and was furnished with a promo code (as she requested). This was a retail purchase - customer should have been directed back to the ** store where she bought the bag. We will send customer an e-Gift Card for the purchase price of the bag which is our only available resolution.