Cole-Haan Customer Services

I would totally rate Cole online customer service with 0 star. It was such an unorganized department with mixed messages to consumers. My order was cancelled because I was trying to buy 9 pairs of shoes from when it was on sale. The first apologized because their system thought I was a «reseller» and issued me a coupon. I went to make the order with the coupon, it was still not working! Every time I called in and talked to someone on the phone, they would say «I will check on it and get back to you right away!» Guess what, no one called. I had to file a complain on the website before someone from the customer service department to call me, she rest assured me that the issue was already fixed and gave me a free overnight shipping code. Guess what, It did not work again!
After 2 weeks of waiting, I received a call from a rep named Michael and he basically told me I am blacklisted for no reason. They didn’t want my business on the website even I repeatedly told me I am not a reseller. When I asked if I can talk to his supervisor he told me I am the supervisor, I am as high as this issue could go.
What kind of company is this? No wonder more and more people dislike Cole Haan now. With customer service like this, the company would not go very far. Go get a lesson from Amazon or Zappos.

Cole Haan has absolutely AMAZING customer service! Solid 5 stars!
I’m definitely a shoe snob… that being said, I have unfortunately have an ability to snap a heel at the most inconvenient time whether I’m wearing $ 200 or $ 700 shoes :(
I’ve had the chance to test out customer service from designers like Manolo and Louboutin, which is pretty average considering the price of their shoes. After a couple of phone calls, they will usually send out a replacement heel that I then have to pay $ 35US to have shipped to me (why, oh why do they insist on using FedEx/​UPS for this?) I then need to take them into my local cobbler to replace for another $ 20. Needless to say, it gets pricey. They have never offered a replacement even when one of my Louboutins snapped after only a few wears!
In contrast, Cole Haan’s service rocks! I only have one of their shoes, but after this experience, I will definitely buy more!
I absolutely love their Carma peep toe pumps, and I was devastated when I snapped a heel at the office… I called customer service and expected the usual run around. Instead, they were incredibly helpful and asked if I could take some photos since I don’t have a local store in Canada for them to look at them.
So I snapped a few photos, e-​mailed them off, and got a reply a few days later stating that they looked at the pics and felt they were defective and a new pair would be shipped free of charge!
This is truly great service — came home to a lovely box with my replacement shoes… thanks Cole Haan! You’ve definitely earned repeat business from me!