Michael Kors

Poor return policy and confusing website!
This is a review not only about the Columbus Circle location but also about Michael Kors the entire company. You would think that a company of such scale and popularity — kind of the McDonalds of the pop fashion world — would have a good, reliable e-​commerce platform and a sensible and easy return policy, but no, it does not. I wanted to buy a few wallets as gifts for an overseas trip and purchased 3 wallets online. 2 hours later, Michael Kors sent me another email saying none of the 3 wallets I purchased was available. Interestingly, for the next few days, these wallets remained available online for purchase, even though my order was canceled entirely. After a whole week, since these wallets were still shown to be available online, I thought I would try my luck again and placed another order; 2 hours later, I received another email. This time, part of my order was unavailable and cancelled, but one of the items was available. However, the one available wallet wasn’t shipped out until 3 days after I placed my order; as a result, I did not receive it until after I left for my trip. If my initial order had been successful, I would have received it before I left.
Then it came to the return part. The invoice included in the shipment says you could return the item online or in store. I took the wallet to the Columbus Circle store, Mel, the store manager, told me that since it was a sale item, it could only be returned by mail and not to a store. She said this was spelled out in my order confirmation and that I should’ve read the fine print. I pulled up the email confirmation on my phone and I don’t see anything about this return policy. I showed the email to Mel and she could not find anything either. Mel then changed her explanation and told me that all sale items are final sale items and are not returnable, period. I said that cannot be true, but Mel insisted that is the case. I was rather surprised. I understand that many stores have final sale policies but they usually label the final sale items clearly so that you are aware you are purchasing a final sale item when you place your order. MK’s website does none of that — it does not say final sale when you click on sale items, nor does not sale final sale in the email confirmation or the invoice included in the shipment. In fact, with my order, the shipment came with a return label. I asked Mel if all sale items were final sale, how come my order came with a return label. She did not bother answering me and simply asked me to call customer service.
I called customer service. They looked up my order and said the item was in fact returnable, even though it was on sale (I find that very confusing — maybe they differential items that are truly on sale and items that are full price but subject to a promotional discount?). However, it is only returnable by mail. I asked why this wasn’t spelled out in my order confirmation or shipping invoice, she said MK only posts its policy on its website. However, I could not find this in the return section of the website. If anything, I found a note at the very end of the return policy that says «we do not accept returns or exchanges of items purchased on sale at any time» — maybe Mel was right?!
I find it shocking that MK’s return policy is so confusing and so poorly spelled out on its website. I don’t have an issue with final sale or return by mail only, however, a retailer should spell out its policy clearly so that customers are properly informed when they make purchases. I find it almost deceptive by hiding the policy in the fine prints on its website, rather than in the sale section itself or in the order confirmation or invoice. This is a horrible shopping experience that makes me feel tricked by MK in multiple respects:
1. What’s available on their website may not be available. The website would allow you to place your order and send you an email confirmation, but then tell you later that part of your order was unavailable.
2. According to the last section of the return policy on their website, all sale items are final sale items. However, they don’t tell you that in the sale section, when you are checking out, or in the email confirmation or shipping invoice. You find out when you try to return something.
3. Having said that, I was told the wallet I bought was returnable, even though it was on sale (I guess I would only know whether it’s returnable for sure when my return was actually accepted). However, i could only return it by mail rather than to a store. This was not in the order confirmation or the shipping invoice, and I haven’t yet found this policy on MK’s website.
I’ve read reports that MK has expanded too quickly and it’s a hot mess, and its stock price has dropped more than 50% from its height in 2014. If this is the way they run the company, it should drop further.

Great selection and nice looking store, just terrible service. Walked in on a Wednesday evening and there were about 3 girls working there and no other customers. None of the associates even bothered to greet me/​help out and instead were too busy talking to each other. Much better experience down in the Brookfield Place store.

What Can I say…
I’m a huge fan of Michael Kors Leather Tote Bags (No Logo’s), wallets, accessories and shoes…
And… with that having been said I am particularly fond of this location for 2 reasons the customer service experience is aimed to please and the merchandise they carry here isn’t in in Macy’s!

Went to the store to buy a purse I saw online. The system said they had it in stock while the store didn’t have it on display. I showed them the picture and several people went on a hunt to find it.
I ended up buying it and walking away greeting everyone who helped me. It was a fun purchase. I also asked for some discounted iPhone covers. and you know how sales rep react when you ask for discounted items… not the case here. They were very helpful.
I will go back for sure.

Decent selection but not a lot of sizes for shoes. Plenty of purse, bag, wristlets options to choose from.
Smaller jewelry collection but enough for me!
Employees were helpful and friendly for the most part.

Extremely lazy and unprofessional! I went into this store looking for a wallet in red. The Spanish girl on the floor (who never even greeted me when I entered) told me it was sold out. When I asked her if she can find another store that has it, she said she couldn’t because she didn’t have the SKU. She never asked me if I had the SKU or the item name (which I had both and of which she knew exactly what I was talking about) she just dismissed me! And when I called to give a complaint, the manager picked up and I explained everything, her response was «well you can just look online and click on the store locator and that will tell you what store has that item». Thanks ladies, you both were very helpful! I will never go there again!

Horrible experience! I purchased a pair of boots on sale which NO ONE mentioned were final sale. It wasn’t advertised as final sale nor did the cashier tell me they were final sale. After deciding the boots wouldn’t work for me I went to return them only to have both managers insult me by saying things such as «If you’re THE TYPE to return things, you should have known that since they were on sale you wouldn’t be able to return them.» First, I didn’t realize it took a certain «type» of person to return things. Second, when things aren’t returnable, the sign usually says clearance/​final sale or the cashier makes SURE to mention it — neither of which occurred. They also said it wasn’t their job to make sure I knew it was final sale, then argued since the receipt said final sale, they were in the right — Ok sure, but if I don’t know that BEFORE I buy the boots, how does that help me? That’s called bait and switch, plain and simple. The manager did offer to let me exchange items but why would I want to pay full price for a purse that Macy’s is offering 25% off of? Of course they wouldn’t price match. POOR SERVICE! UNTRAINED STAFF! Michael Kors just lost a customer. I’ll take my business to Coach like I should have in the first place.

loved my experience there… was helped by a gal named Tracy, who was awesome… and her manager was helpful too. such a great customer service experience, which is rare living in NY. nice work