Staff is difficult with returns; my return was refused outright. Do not recommend.
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.
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 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.
Shoes started falling apart after 5 uses. Salesperson tried to refuse a refund. In all interactions with staff, they were unprofessional and rude. Not what I expected from this brand.
I have been here multiple times to purchase and return shoes. I buy a lot online and sometimes the sizing is off. On more than one occasion (at least 3x) they have called multiple stores who may have my size in a particular shoe.. and have gotten that store to ship my shoe (this is obviously when it's sold out online). I understand this is something that they are "expected" to do but sometimes it can be a huge hassle. They have never acted like it was a hassle. The customer service at this particular store has been the best I have ever experienced at ANY retail store.
Bought some shoes and a wallet here. Amazing service, helpful staff, great selection and love that you can see how everything feels and fits.
Cole Haan is a US Shoe Store based in Durham, North Carolina. Cole Haan is located at 6910 Fayetteville Rd Suite 139, Durham, NC 27713, USA.
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