Cole Haan

I was very disappointed in the return policy. When I ordered shoes through the store, it took at least a week for the shoes to arrive at my place. The shoes didn’t fit and I tried to return them for a refund onto my credit card. However, Cole Haan has a very short 30 day return window, which apparently started on the day that I paid for the shoes, not the day that the shoes arrived at my house. This is an unfair return policy because I didn’t receive the shoes until at least a week after I paid for them.
When I tried to return the shoes, the salesperson asked that I see the manager, who only worked a few hours during the weekdays. This was an impossible arrangement because I also have work on the weekdays.
After explaining this to a second salesperson a few weeks after, she immediately dismissed my claims and refunded me a gift card.
I love Cole Haan and my outerwear and shoes are all Cole Haan, but I think it’s ridiculous that a company that makes such high quality products and prides itself on customer care would have such a stringent refund policy. Cole Haan might consider a customer service $ 200 ceiling policy, in which any customer care issue that costs less than $ 200 would be resolved. A small investment in the loyalty and trust of customers can go a long way.

Salesperson Eddie was great. Made sure my gf and I had everything necessary to make our selection. Tried on at least 10 different pairs. We went in planning on buying maybe 1 pair of shoes. Left with 4 pairs thanks to Eddie and Amanda’s product knowledge and professionalism. Walking around the mall after with my Cole Haan bag, someone randomly asked me if they were having any sales. I said ‘yes’ and told them to ask for Eddie. Great first time experience. Thank you Eddie and Amanda.