colehaan.com

Frustrating Experience with Online Discount

I tried to use a gift card online, and while it displayed the discount, it never applied it. When I reached out to customer service, I was informed that their policy is to apply the discount only after the item ships. How is that acceptable? When I sought clarification and expressed my confusion, the representative abruptly ended the call. I was attempting this on Cyber Monday and won't have another chance, so I'm extremely disappointed.

Date of experience: Dec 02, 2025

Issues with Online Gift Card Usage

I tried to use a gift card online, and while it displayed the discount, it didn't apply it at checkout. When I reached out to customer service, I was informed that the discount is only applied after the item ships. How is that acceptable? When I sought clarification, the representative abruptly ended the call. This happened on Cyber Monday, and now I’ve lost the opportunity for the offer.

Date of experience: Dec 01, 2025

Lack of Confirmation and Transparency

I returned an order on 13 Nov, and Royal Mail confirmed delivery to the warehouse on 15 Nov. Today is 19 Nov, and I have yet to receive any confirmation regarding my return. Customer service only informed me that my return is 'undergoing checks.' How can it take three business days for checks? I inquired again about the status and received no follow-up. This was a simple size return, and without confirmation, I can’t reorder. I’m left waiting, not due to the refund timeline, but because the company keeps saying they are checking my return without providing updates. For a brand of this stature, failing to acknowledge receipt of a return is unacceptable.

Date of experience: Nov 19, 2025

Poor Experience

Numerous customers have highlighted significant flaws in the return process. Beneath the attractive product images and website lies a business that appears poorly managed. Once they have your payment, customer service seems to be an afterthought. All I received was a generic reply, often lacking a personal touch. I plan to escalate this matter with my bank.

Date of experience: Nov 18, 2025

Difficult Exchange Process

I made a purchase online and adjusted the price through chat. At the physical store, I realized I had ordered the wrong size. The exchange process became incredibly challenging, to the point where I may have to keep the incorrect size. This experience has made me hesitant to purchase online from this brand again. Their loss.

Date of experience: Oct 25, 2025

Received Incorrect Shoes

Date of experience: Oct 21, 2025

Caution with Customer Service

I have yet to receive my shoes and I doubt I ever will. I echo others' concerns about the inability to cancel or change an order with the company or the shipping provider. Despite an initial error on my part regarding the shipping address, I contacted the company right after ordering for help but was denied assistance. I have been in communication with both parties for days with no resolution. The repeated message was that they couldn't assist. This experience leaves me feeling uneasy, and I will share this with others. Please be cautious before making a purchase.

Date of experience: Sep 01, 2025

No More Purchases

I regret to say goodbye to this brand! A significant portion of my footwear has been from them, and while older pairs were durable, the recent ones have been of poor quality. It feels like the brand prioritized profits over craftsmanship, resulting in disappointing products. I will not be misled again.

Date of experience: Aug 20, 2025

Frustrating Experience

I wish there was an option for zero stars. I ordered an item for an important event, allowing a five-day buffer before the expected delivery date, but it still didn't arrive on time. I hope their customer service is automated, as it feels like a complete waste of money. They seem unaware of how their shipping partners operate and keep sending me back and forth with conflicting information. If you need timely delivery, shop elsewhere. I’ve previously purchased multiple items from this brand and trusted them, but now I find cheaper brands to be more reliable.

Date of experience: Jul 01, 2025

Positive In-Store Experience

I visited a store recently and was impressed by the exceptional service from the staff. They were friendly and helpful, making my experience enjoyable. A great asset to the company!

Date of experience: Jun 22, 2025