Cole Haan Reviews 183

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.

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. I assumed the welt was stitched but the stitching is only decorative.

I've been wearing ColeHaan for 15 years. Their shoes are good quality, not the highest quality but GOOD quality for their price (low hundreds of $$$).

They are generally a good fit for me and have not had ANY quality issues with their shoes, even after wearing them for years.

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.

What a horrendous experience.. placed an order, the next morning needed to expedite shipping. Could not expedite for me even though the order had not shipped yet. Could not cancel and reorder either. What a completely archaic system for items that are quite expensive. Perhaps allocate some of your revenue from your overpriced items towards improving 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. Despite multiple attempts, I couldn’t change my address, and I contacted customer service to fix the problem before my order shipped to the wrong address. They refused to change it and also refused to help me update my account. After 6 emails, zero useful communication, and a ridiculous amount of wasted time, I never even received my item. Completely unprofessional and disappointing experience.

I made a purchase from Cole Haan during the Black Friday promotion on 11/26/2025. On Cyber Monday (12/1/2025), the price of the same items dropped further, and an additional 15% discount was available with the code GIVING. I documented the lower price with screenshots and contacted customer service immediately to request a standard price adjustment.

On 12/3/2025, customer support informed me that because the promotion had ended, they would not honor the price difference — despite the lower price being active at the time I contacted them.

This decision highlights two major issues:

Inefficient and customer-hostile policies that encourage avoidable waste. Instead of issuing a simple price adjustment, Cole Haan’s policy incentivizes customers to reorder items at the lower price and return the originals, generating unnecessary shipping, packaging, and logistical waste.

A disregard for long-term customer value. I have been a loyal customer for years and have spent thousands of dollars with Cole Haan. The refusal to honor a documented price difference shows that customer loyalty carries no meaningful weight with the company.

At a time when Cole Haan is aggressively pushing marketing opt-ins and running constant promotions, it is disappointing — and telling — that they are unwilling to resolve a straightforward and reasonable request.

The product selection has declined, the quality has become inconsistent, and the overall customer experience has deteriorated significantly. Based on my experience, I would strongly advise others to avoid purchasing from Cole Haan.

Attempted to use a GC online and although it showed what the discount was, it never actually took the discount off. When I called customer service I was told that that is the way their buisness works. That they do not take the discount off until AFTER the item ships. In what world is that ok? When I attempted clarification and was baffled by this, the person basically hung up on me. I was trying to do this on Cyber Monday and will not have the offer again, so F U Cole Haan.

Many others have pointed out that their returns process is severely flawed. Behind the facade of glossy shoe photos and an appealing website lies what appears to be a poorly managed business. Once they've received your money, they don't seem to care about customer service. All you receive is a generic response, often without even a name attached to the message. I will be contacting my bank to escalate this issue.