SmallBizGenius Analysis
Cole Haan receives overwhelmingly negative reviews regarding their customer service, shipping issues, and product quality. Customers frequently report difficulties with returns, lack of communication, and shoes falling apart after only a short period of use.
Category Breakdown
Scores based on analysis of 192 recent reviews
Customer Service
2.0/10A significant number of reviewers express extreme dissatisfaction with Cole Haan's customer service. Common complaints include unresponsiveness, unhelpful representatives, being given the runaround, and a general unwillingness to resolve issues. Many reviewers state they received no response to emails or phone calls, and supervisors were unhelpful.
55 reviews mention thisShipping & Delivery
2.5/10Many customers report issues with shipping and delivery, including orders not arriving on time, being sent to the wrong address, or being canceled without notification. Some reviewers also mention difficulties in changing the shipping address after placing an order. Customers report that customer service is unhelpful in resolving these issues.
25 reviews mention thisProduct Quality
3.0/10Several reviewers report that the quality of Cole Haan shoes has declined in recent years. Common complaints include soles separating, shoes falling apart after only a few months of wear, and the use of inferior materials. One reviewer said, "My shoe soles completely disintegrated with very little wear."
20 reviews mention thisReturns & Refunds
1.5/10A recurring theme in the reviews is difficulty with returns and refunds. Customers report issues with the return process, including returns being denied for unclear reasons, delays in processing refunds, and having to pay for return shipping. One reviewer stated, "Many others have pointed out that their returns process is severely flawed."
30 reviews mention thisWebsite Experience
2.0/10Some reviewers mention issues with the Cole Haan website, such as the inability to save updated addresses or apply gift card discounts. These technical issues add to the overall negative customer experience. One reviewer said, "Their system would not save my updated address, either in “My Account” or during checkout."
8 reviews mention thisPros & Cons
What Customers Love
"Their shoes are good quality, not the highest quality but GOOD quality for their price (low hundreds of $$$)."
"Return policy is also generous, I've been able to return any shoe that is not a good fit or good style once I see it in person. They even allow returning sale/clearance items which most stores wont."
Common Complaints
"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 have not received my shoes yet and probably never will. I echo the sentiment of another post regarding the inability to cancel an order or change an address either with Cole Hahn or UPS."
"Wish I found this site before I bought my chukkas. At first I was impressed by what seemed like good quality leather and craftsmanship but I've worn the shoes for a month and already the sole is popping off at the instep."
"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."
"I had my first—and definitely last—experience with Cole Haan, and it was extremely frustrating. Their system would not save my updated address, either in “My Account” or during checkout."
Common Questions About Cole Haan
Answers derived from customer review patterns
Is Cole Haan legit and trustworthy?
While Cole Haan is a legitimate company selling shoes and accessories, the reviews suggest significant issues with their customer service, shipping, and product quality. Many customers report negative experiences, including difficulties with returns, unresponsive customer support, and shoes falling apart prematurely. Based on these reviews, it's hard to say Cole Haan is trustworthy with your money. Small business owners should proceed with caution and consider alternative brands with more positive customer feedback.
Based on 45 reviewsDoes Cole Haan have good customer service?
Based on the reviews, Cole Haan's customer service is a major point of concern for many customers. The majority of reviewers describe negative experiences, citing unresponsiveness, unhelpful representatives, and a general lack of support in resolving issues. Many customers report difficulty getting in touch with customer service representatives, and when they do, they often receive generic responses or are unable to get their problems resolved. This makes Cole Haan a risky choice for small business owners who value reliable customer support.
Based on 55 reviewsIs Cole Haan worth it for small business?
Given the overwhelmingly negative reviews regarding product quality, customer service, and shipping issues, Cole Haan may not be a worthwhile investment for small businesses. The risk of receiving damaged or defective products, coupled with the potential for a frustrating customer service experience, outweighs any potential benefits. Small business owners seeking reliable footwear or accessories for themselves or their employees should explore alternative brands with more positive customer feedback.
Based on 60 reviewsWhat is Cole Haan's return policy like?
Cole Haan's return policy states that items must be returned within 30 days of the purchase date. However, many customers report difficulties with the return process, including returns being denied for unclear reasons, delays in processing refunds, and having to pay for return shipping. Some reviewers also mention that the 30-day return window starts from the purchase date, not the delivery date, which can be problematic if shipping is delayed. The return policy is a major pain point for many customers.
Based on 30 reviewsWhy are Cole Haan shoes falling apart?
Several reviewers report that the quality of Cole Haan shoes has declined in recent years, leading to shoes falling apart prematurely. Common complaints include soles separating, stitching coming undone, and the use of inferior materials. Some reviewers speculate that Cole Haan has prioritized profit over quality, resulting in a decrease in the durability and longevity of their products. This is a major concern for customers who expect their shoes to last for more than a few months.
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