ComplaintsforKenneth Cole Productions, Inc.
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Complaint Details
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Initial Complaint
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a Kenneth Cole coat 2 years ago from a retail store. We had it dry cleaned per the label instructions. When we received the item back damage had been done to the faux leather trim around the coat. Our dry cleaner attached a paper called "TABS" regarding "peeling polyurethane trim No. 350". This paper clearly states the FTC's Care Labeling Rule, indicating that "All components, fabrics and trims on garments must be able to withstand the accepted and or recommended care process" per manufacturer label instructions. It continues to state that the" MANUFACTURER should be held responsible when garments meant to be dry cleaned have polyurethane trim that fails during cleaning". I have attempted to contact the manufacturer "Kenneth Cole" at different numbers for customer service. At every turn they have told me that they are in no way responsible for the issue and to take it up with the retail store it was purchased from if not purchased directly from their website. They claim it is the retailers problem and not theirs. Just to satisfy their suggestion I reached out to the retailer. The retailer was shocked that I was being told to contact them for what was obviously a manufacturer error in labeling. They have no responsibility in this and Kenneth Cole manufacturer is absolutely responsible for any mislabeled garments. They refuse to take any responsibility and won't let me speak with a manager or supervisor. VERY unprofessional customer service and company. I have every intention of making it known to as many people as possible "BUYER BEWARE" when it comes to this brand if they refuse to respond responsibly. I will as well cite what they can expect in the way of "customer care and product quality" issues.Business response
12/08/2023
We will be reaching out to the consumer to appease however we can, knowing that she did not purchase the coat directly from Kenneth Cole and we have no way of knowing what coat it is. Will try to appease with a discount to our website. Thank youInitial Complaint
09/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a reversible brown and black belt. The belt I ordered was clearly a light medium brown in the picture online. The belt that arrived the brown is barely distinguishable from black and matches the coloring of the other belts Kenneth Cole has for sale. I ordered the belt with the coloring to match my footwear and this does not match any footwear I own. I do not want to pay return fees for an item that was clearly misrepresented. I followed their procedure to be told Im the one that is wrong and the belt matches exactly what I ordered, even though I sent pictures showing the wrong color.Customer response
10/15/2023
Better Business Bureau:
At this time, I have not been contacted by Kenneth Cole Productions, Inc. regarding complaint ID ********.
Sincerely,
*********************************Initial Complaint
09/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered four items on Kenneth Cole's website on August 12, which costs $115.71. On its website, Kenneth Cole claims that a standard ground shipping will take 4-7 business days. However, until September 1, I haven't received the delivery, and the app Kenneth Cole uses "Shop" shows my delivery was completed on August 30. Therefore, I called its customer service three times to figure it out. However, the representative ****** was frivolous in the first place, saying that the policy of standard ground shipping" is "14 business days". Irritated by his attitude, I asked him to direct my call to his supervisor, whose name is *****. To my surprise, her attitude was even worse. Both of them did not answer my questions as below properly: (1) why does it take so long? (2) how long is the standard delivery? 4-7 business days or 14 days? Which date does Kenneth Cole regard as the starting day for its 4-7 days standard delivery? (3) will Kenneth Cole give any compensations to the customers that it fails to satisfy for its long over-due delivery? I demand for a clear answer on its period of the standard ground shipping, apologies from ***** and ****** in writing and proper reprimands on both of them by Kenneth Cole, and compensations for the delayed shipment.Customer response
09/26/2023
Better Business Bureau:
At this time, I have not been contacted by Kenneth Cole Productions, Inc. regarding complaint ID ********.
Sincerely,
*******************Initial Complaint
04/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased (ORDER **********) a pair of leather shoes, expensive, but on sale Oct 28, 2022 to give my son, an engineer at a desk job, for Christmas to wear to work occasionally! By April 13, the sides have split on the shoes! They are glued together, and very poorly constructed. I sent photos to customer service asking about a replacement or warranty for defective merchandise and was told to bad, by ************** because Im outside of the return policy! Im out $150! My son is out a pair of shoes and his Christmas gift! Bad business! Poor customer care!Business response
04/17/2023
The consumer's order was a little over $130.00. After management review, we opted to offer the consumer a gift card in the amount of her purchase. This escalation should now be closed.Initial Complaint
02/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Kenneth Cole Jacket from a retailer on December 12, 2022. I wore the jacket less than 10 times in the following two months. I noticed the fabric was starting to flake off in several spots along the stitching. I contacted Kenneth Cole on February 6th, 2023, and was told there was nothing they could do to warranty the product and I would have to return it to the retailer. It has been more than 30 days so the retailer won't accept my return. I have owned dozens of jackets and this is by far the worst quality product and worst warranty coverage of anything I have purchased.Business response
02/08/2023
We will reach out to the consumer to offer them a $25 gift card. We unfortunately can't exchange the item, or offer a credit or return since the consumer didn't purchase the item from our website.
Thanks
Initial Complaint
12/20/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
4 years ago I bought a faux leather Kenneth Cole jacket. I've only worn the jacket about 15 times, because I live in *******. Already, the material is breaking down and the jacket starting to look bad.When I contacted Kenneth Cole customer service, ******* said ********************** would not do anything about it.This is poor quality and poor customer service.Business response
12/30/2021
I have allowed a 30% off future order appeasement for this consumer, and they have accepted. Code was sent Tuesday 12/28/21.
******
Customer response
12/30/2021
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 and the matter has been resolved.
Sincerely,
*********************
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Customer Complaints Summary
9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.