Cole Haan Reviews 183

I am personally already a passionate Cole Haan “carrier” for many years. The quality has been flawless in recent years. My parents are likewise enthusiastic, who are already able to name many different shoe models of the brand Cole Haan their own.

Unfortunately, my very good experience so far was painfully clouded by my last purchase. I bought the model “Grandsport II” about 3 months ago. Since then I have worn the shoe about 10 to 15 times. The surprising lack of quality first appeared on the right shoe. In the area of the upper side of the middle foot, the material of the upper side of the shoe has been detached for some time now without any external influence. The filigree honeycomb structure does not seem to be sufficiently attached to the substrate, so that the material loosens with continuous movement. A clear material defect. The area is located exactly where the toes or the front foot bends during normal running. This normal movement promotes the dissolution of the material without any doubt. As a result, this shortcoming is becoming more and more widespread. With a delay of a few days to a week, I saw the same fate on my left shoe. Here, too, the material dissolves in exactly the same place, without any external influences. This reinforced my fear over the past few days that this is a quality or material defect or defect.

After I tried several times to contact the customer service (customerservice@c***h***.de) and to draw attention to the defect, I have not received any feedback to this day.
Very pity with a shoe in the high-priced segment. With this I will unfortunately turn my back on the brand after many years.

I have received my package, but it is in a very bad shape: (1) someone crushed the shoe box then jammed on top of the jacket, the box was mangled and the heel of the shoes crushed down, (2) the hanger inside of the jacket was broken after such a unprofessional packing, the broken hanger perforated the front chest of the jacket, (3) looks like the package went through extreme heat, the plastic bag outside the jacket was melted.
I have ordered online from many stores such as Walmart, Target, Amazon and Nordstrom, none of them had intentionally crushed the shoe box and break the hanger in order to fit in the obviously very small shipping box. I can’t believe Cole Haan did such a horrendous job, it is quite disappointing consider they supposed a reputable company. I can’t accept the damaged goods, nor pay for the returning shipping cost so I requested the refund of the damaged jacket with free shipping! They did send me a return shipping label and a 30% off coupon. I am so traumatized by their packaging, so any coupon means useless. I took some pictures to document their unprofessional work, hope they can educate their workers in the future.

The worse customer service ever. I had a pair sneakers that are worn in the summer only. They tore and so I called & sent pics in. Mind you, there only a year old. They drew up a case #. I later received an email saying they couldn't do anything for me. They offered me a 30% off coupon. I responded accordingly. They obviously don't stand behind their products. Worse company ever. They lost a loyal customer.

Terrible customer service! Unwilling to help or offer solutions, and sends mixed messages. I recently tried to apply a coupon to an order on the Cole Haan website. The coupon, and other coupons I attempted to apply, were not working so I contacted customer service. I chatted with two separate customer service representatives on two occasions. The first CS rep asked for the item number, which I gave, and let me know the coupon would need to be applied after the order was placed as a "price adjustment", I was told to reach out to CS again after placing the order. The second CS rep asked for the order number, which I gave and included the item number, and said the order needed to be processed before applying the price adjustment from the coupon. Understandable. But a few hours later I received an email from a third CS rep who said the item in question could not have the coupon applied, even though I gave the exact item number to two separate CS reps beforehand who never mentioned this, and instructed me to purchase the item in order to apply the coupon. This is shady for obvious reasons, as I would not have made the purchase without the coupon. I reply to the email from the third CS rep and ask for the order to be canceled as it had not been shipped yet. I get a response from a *fourth* customer service rep saying the order cannot be canceled once processed, even though it hasn't shipped. Worst experience ever with online shopping, and I do a lot of shopping! I do NOT recommend Cole Haan as they have terrible and shady customer service practices, very possibly the WORST I have encountered. This was my first Cole Haan purchase and also my last! If you enjoy being swindled and given mixed and inaccurate information, Cole Haan's the best place to go! I'll stick with Ted Baker.

I've never ever seen such a horrible customer service. They delivered my package to a totally wrong address which is clearly seen on tracking. Nevertheless they need 8-10 business days to resolve this problem with ups. Moreover they openly showed me that they do not care about any inconveniences that I came through because of their error.

Ordered 4 pairs including one style in 2 different sizes for my father to try on. Due to covid restrictions obviously no place to take him to (we would normally go to Liberty to try on). Expected to be able return the multiple but shocked to discover the "no free returns" policy has not budged despite the world turning upside down in a pandemic and all stores being shut!! Curt and inflexible replies by email basically saying "the website does say no returns" with no consideration of the fact that will have spent £400 nor the fact that I have been buying Cole Haan for years etc. Then phoned and spoke to a lady (Nic) - also completely inflexible with zero customer service training who just made every avenue I tried to explore dfifficult e.g. "we've never done free returns and never will", "covid changes nothing", "there's no managers to speak to now we are working remotely", "no manager will phone you they will only email", "I always expect to pay for my own returns". Someone within this company is making great products and I feel sorry for whoever that is because their front of shop is disgraceful.

I wish I could give them negative rating. Their products are super overpriced but in a few weeks available on sale for less than half the price, then you get a used or damaged product as punishment for purchasing it on sale. Although even though you purchased for full price, the quality is quiet terrible. Once they sent me the wrong product altogether and then asked me to return it to then wait for a refund for 8 weeks. I said I’ll keep the jacket instead as I didn’t mind the different style so they offered me a measly discount code that never even worked. Made the mistake of ordering pumps on sale a couple weeks later and they sent me half a tattered box with a used shoe (suede shoe had severe rubs and bald spots!!!) and I am again expected to return these and wait weeks for a refund! What are they even gonna do with a damaged shoe like that(I have pictures of the damaged shoe that just arrived)? The customer service agent was not apologetic at all and insisted on having the shoe back. Which is fine. I’ll just make sure to never buy from them ever again. Do yourselves a favor and buy shoes from a better brand that doesn’t treat their customers like garbage. A complete waste of my time.

I recently placed an order for 3 pairs of shoes. After contacting company about shipping issues I was told they can do nothing about it and left it at that. I never received any of the shoes or refund for them so I am out 180 dollars. HORRIBLE company. When you call they flat out just say there is nothing they can do. I'm not sure how this company even exists. Buyer BEWARE!

shipping for direct website purchases is very poor. placed online order 2 weeks ago and have still not received it. No tracking is available.

Responded to Cole Haan's sale, bought 2 pairs of shoes and next day get a refund notice with no explanation from the UK saying it may take days or weeks to get refund.
Cole Haan direct sucks

Updated to a 3 Star. Thanks Mathew A. for correcting this issue. Never Received Package!! I have been going back and forth with this company since before Thanksgiving. I ordered shoes for my family member. USP left them at the door (someone walked off with my package). This company never offered a replacement and doesn't want to refund me. I never knew they had such horrible reviews. Contact them 5 time now, each time they state that they are going to investigate the issue.

I purchased 3 pairs of shoes on November 24 and noticed there was a price drop the next day. I contacted customer service for a price adjustment and they said they would honour it. To this day almost a month later I have not received a price adjustment or any updates. I reached out four separate times and have received no assistance at all!! Why charge a premium price if you are a garbage company? I wish I could leave a zero star review.

I returned 3 pairs of shoes. Colehaan emailed me the amount of refund+sales tax. What I received as a credit on my amex was much less than what was shown in my email from Colehaan. I contacted customer service twice. Both times, I was told that they have refunded me the correct amount but they can't share the record showing the refunded amount and asked me to call my financial institution. I contacted Amex and they confirmed the amount of refund sent from Colehaan. Amex is going to dispute the difference on my behalf and will issue me a credit. Thanks to Amex, I am not going to be caught between Colehaan and Amex.

If there was a 'zero" star to give I would give it! While in a social setting the heel fell completely off of the shoe. I had to embarrassingly leave the event. I reached out to customer service and was told to return them to the store where I bought them that has since closed. Cole Haan has refused to stand behind their product despite their name written all over them coupled with a picture of the defective shoe. I'm at a total loss as to why/how they postured this way.

I contacted Cole Haan customer service in regards to a promotion on their website. I was very disappointed on the two representatives who assisted me did not offer any solutions instead they just said "unfortunately" we can't apply that promotion to your order and left it at that. Cole Haan needs do a better job on customer satisfaction as they would want a positive customer service reputation for upcoming years. This was a negative unsatisfactory experience.

It’s unfortunate that my husband likes these shoes because they do not last long and the customer service is horrendous. I’m not sure why they have customer service at all because they can’t do anything to help. There was an address error on the shipping and immediately I called to fix it and they told me that I can’t. I would have to contact UPS. They can’t cancel or modify my order at all. They are not taking any responsibility for their brand or website. I’m so disappointed in how they handled it.

Bought a pair for work, comfortable enough. Great price.

This company lies about shipment dates you might get your shoe a week later after the date they tell you. Than when you email their customer services, they act like YOU OWE THEM.

I have been buying from Cole Haan for years and love the quality and the designs. Covid made me buy from them online for the first time and the experience is bad. The size of the shoes are no longer printed anywhere inside or outside the shoes. The size is only stated on the box. The shoes I received are too big when I tried them on and I know they are a full size larger when I compared them to my existing shoes. All of this is below the reputation of this company. I tried to deal with trusted companies during Covid to avoid the hassle of returning products. I'm afraid that I simply can't buy from them anymore if they behave like this.