Cole Haan レビュー 

I am filing this complaint regarding $419.95 that I believe Cole Haan is unfairly keeping tied up in store credit.

My original item was damaged, and instead of receiving my money back, I was given store credit. I then used that credit to purchase another item from Cole Haan. However, Cole Haan sent me the wrong size.

I contacted customer service simply asking them to correct their mistake and exchange the item for the correct size. Instead of resolving the issue, I have repeatedly been given the runaround. Customer service representatives continue to blame “Cole Haan policy” rather than taking responsibility for the fact that Cole Haan sent me the wrong size.

This situation has effectively trapped my $419.95 with Cole Haan and forced me to continue purchasing from a company I no longer wish to do business with. I originally had to deal with a damaged item, and after accepting store credit and trying to use it, I am now facing another problem caused by Cole Haan. I should not have to spend additional money, make repeated calls, or continue shopping with the company simply to recover the value of my original purchase.

This entire experience has been extremely stressful and frustrating. I have made a reasonable effort to resolve the matter directly with Cole Haan, but customer service has refused to provide a fair solution and has continued to rely on company policy rather than correcting the company’s mistake.

At this point, I do not want another item, another exchange, or additional store credit. I have completely lost confidence in Cole Haan and do not wish to purchase anything else from the company.

I am requesting a full refund of $419.95 to my original form of payment. I am asking for assistance in resolving this matter and preventing Cole Haan from forcing me to continue making purchases simply because my money has been locked into store credit after repeated problems with their merchandise and service.

$200 for a pair of shoes and they are falling apart. They aren’t even worn daily, and the soles are peeling, separating, and cracking. When I contacted the company they told me to tell the store I bought them from (Macy’s) they brushed it off.

I bought a pair of Cole Haan shoes from Amazon.
The shoes are comfortable but after only a few wears the shoe lace broke. Knowing Amazons returns policy of only returning the whole product, I contacted CH direct, their attitude was just to give a link to buy replacements through Amazon despite the original laces being rubbish. Zero points for customer service.

I have owned a pair of shoes for 1 year and kept them in great condition. The stitching is coming out and they refuse to provide and support. Never again. $230 trash.

Don’t buy shoes from Cole Haan. They don’t stand behind their products, and the customer service was horrible. I expected better quality and support for the price, but when problems came up, the company was unwilling to help or take responsibility. Very disappointing experience, and I won’t be purchasing from them again.

I see a lot of bad reviews here, so I decided to leave my actual experience from the past week.

1. Instant delivery. I ordered a bunch of packages all at the same time from other stores and Cole Haan was the quickest to send and to arrive from all of them, even though they were sending from a different country! I then had to order a different size of the same item - same story, super quick delivery and order processing

2. I returned the other item and received refund just fine, didn't have to wait for it long, maybe a couple days after they got it delivered back from me

3. Item quality itself is great. It was the first time I ordered loafers from Cole Haan and it's a fantastic pair of shoes. Super comfy, looks premium, affordable

I hesitated at first after seeing a bunch of 1-star reviews, but honestly they delivered a great service and I couldn't just not leave 5 stars for the whole experience

I will never order from the Cole Haan website again. Returns are handled in a ridiculous manner. Either you have to return to a store or pay a shipping fee. Although you can exchange for a new size for free, the process does not work because you will have to wait weeks for your replacement item to actually be received.
So, it's impossible to buy for someone as a gift or for an event coming up in the next month or so. It would also be not advisable to order several pairs so you can try on the sizes as it will end up costing you significantly.
Hard to believe such a expensive product has this sort of policy in place.

I ordered two pair of shoes, fully paid. No shipping. Sent several reminders to know when I could expect my order but no reply at all. Only after giving them a last chance before going to my lawyer they replied. This is not how you treat customers at all

Shoes were purchased on their website by my wife. The style did not look attractive so the pair has been returned within the return window unworn, packed the same way as it was received. On 3/25/26 the box came back with the latter stating that the return "did not satisfy their criteria" without even specifying what went wrong. This tells me that the company commit fraud and I am going to continue to hold them liable. If you really like any of their products I suggest using a web sitre providing buyer protection like amazon and avoiding buying off of their web site.

Had an issue in sole of my shoes which is hardly been used.

I’ve been a loyal Cole Haan customer for years and have owned multiple pairs of their shoes without ever having an issue—until now.

I purchased this pair less than five months ago, and they’ve already started separating. For shoes at this price point, that’s completely unacceptable. When I contacted customer service expecting a reasonable solution, I was extremely disappointed. I was told that due to the “age” of the shoes, there was nothing they could do, and the only resolution offered was a 30% off coupon.

Offering a discount to spend more money with a company that sold a clearly defective product is not customer service—it’s a brush-off. Five months of normal wear should not result in shoes falling apart, especially from a brand that markets itself as premium.

This experience has seriously damaged my trust in Cole Haan. Poor product quality combined with dismissive customer service is not how you keep long-time customers. I expected far better.

Subject: Formal Complaint: Unreasonable Return Window and Poor Customer Service -

To the Cole Haan Customer Service Team,
I am writing to express my extreme disappointment with your current return policy and the lack of support provided by your customer service team.
While I enjoy the design and comfort of the shoes I purchased, your business practices are unacceptable. Your policy states that items must be returned within 30 days of the purchase date. However, in my case, the item did not even arrive until 8 days after the order was placed. This effectively cuts the window to inspect or test the product by nearly a third before it even reaches my door.
A return policy that penalizes customers for shipping transit time is outrageous and does not align with industry standards for premium footwear. When I attempted to address this with your support team, the experience was equally frustrating and unhelpful.
Because of this rigid policy and poor service, you have lost a long-term customer. I will be taking my business to Johnston & Murphy, where the customer experience is treated with more respect.
I expect a response regarding how you intend to address this for future customers, though my decision to switch brands is final.

I have tried 4x to contact first return and refund. Dont buy from them.

BUYER BEWARE!!! HOLIDAY RETURNS ARE 30 DAYS AND YOU ARE STUCK WITH YOUR EXPENSIVE GIFT IF IT DOES NOT FIT!! I will never purchase another product from them due to their terrible customer service.

This was my first and last time I will order from Cole Haan. I placed an order for a Christmas present in early December 2025. It never arrived, and we found out there was a shipping issue where UPS sent it to a random Staples store no where near my house. We told them to cancel the order, but they said we couldn't get a refund until they got the package back. They placed the onus on us to locate the package, contact Staples, and have them return it to Cole Haan, even though we had nothing to do with their shipping error. It is now January 8, 2026 and we still have not received a refund for the order we never received.

I would give zero stars for customer service. They don't even have the manners to respond to emails. I have emailed their contact three times.

I have bought 6 pairs of Cole Hahn shoes over the years and just wanted to get a return/exchange rather than a refund. I was one day outside of their 14 day return policy but they will not respond. Bye bye Cole Han, you will not get any further business from me, plenty of other brands out there....

I would give zero stars if there was that option! So disappointed in their customer service. I can see it’s Avery common issue with this company. The run around with different reps and nothing happening then they just don’t answer your emails. I currently have about 12 pairs and double that over the years not to mention a wool coat but I will look somewhere else in the future after this experience!

I agree with all of these negative reviews of this company.
The shoes quality is the WORST! My pair of shoes (it is worth to say that both soles and heels are still like new, very little used), until they started desintegrating on the sides.... I sent them an email, I attached photos, but they don't care and don't take any accountability of the issue.
There answer: "There is nothing we can do", giving me a website address for shoes repair.... We buy a low quality product and we ourselves have to pay to repair their horrible new product.
Ridiculous!

Terrible customer support. Purchased some boots for my wife as a Christmas gift in early November 2025. Obviously she wasn’t going to be opening them until Christmas Day. They were a half size too small. She wears a 38 in every other leather boot and her closet. Since I ordered them online, I went to their return portal and was denied because it’s outside of the 30 day return window. Zero grace period for holidays. So I tried to use chat to contact customer service. Spinney wheel for days. Never worked. I’ve emailed multiple times and no response. So, I called. Representative on the other line looked up my order and proceeded to tell me that it’s outside of a 30 day return window. I asked for extenuating circumstances because it was a Christmas gift and she just kept repeating herself until I asked to speak to a supervisor. Supervisor came on. She was cold and flat out just repeated what the original representative said. Every time I brought up the concern and to make an exception she just repeated herself about their strict policy. This is why everyone is shifting to a small business purchases. Better quality, more personal and exceptional customer service in most cases. Corporate greed is ridiculous and this company does not care one bit about its customers.
This isn’t even about the money, we just wanted to exchange for larger size. Upon further inspection these mass produced garbage shoes should’ve never been purchased in the first place They have 100% lost any future business from us.

My shoe soles completely disintegrated with very little wear. I contacted the company for a replacement or credit and was denied. So I sent the POS shoes to the company headquarters with a letter. The shoes were returned to me with a post card stating the shoes were out of warranty. Garbage product, even worse customer service.