Cole Haan Reviews 

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.

Returned order UK44718 on 13 Nov.
Royal Mail confirmed it was delivered to Cole Haan’s warehouse on 15 Nov.

Today is 19 Nov — and I still have no confirmation that my return has even been registered or accepted.

I contacted customer service and the only response I received was:
“Your return is undergoing checks.”

Checks for three working days?
Still no indication of progress?

I asked again whether the checks had been completed and whether the refund process had started.
No response at all.

This was a simple size return. And because Cole Haan won’t confirm that the return has been accepted, I can’t even reorder the correct size. I’m left waiting — not because of the 14-day refund timeline (which I fully accept), but because the company keeps repeating, “We are checking your return meets our policy,” without offering any real update. It’s honestly baffling.

For a brand of this scale, failing to provide even a basic “return received” acknowledgement is unacceptable and far behind modern retail standards.

Made a purchase online and a small price adjustment also online thru the chat. At the physical store I tried a different size of the product and realized I got the wrong size online.
What followed was the hardest exchange experience of my life to the point that I will have to keep the wrong size and make it work or not due to how hard they’ve made it. I’ll probably NEVER buy anything online again for this brand or ever again based on how inconvenient they’ve made my experience. Their loss

I had two pairs of Osborn G360 Oxfords fail in the same way. The laminated front tip of the sole separated after only a few times wearing. The first pair was replaced by Nordstrom's. The second pair I mistakenly chose to deal with Cole Haan. I was asked to submit multiple photos to be able to return the shoes at my cost for shipping. After sending the shoes back to Cole Haan as directed, there has never been a response.

I have not received my shoes yet and probably never will. I echo the sentiment of another post regarding the inability to cancel an order or change an address either with Cole Hahn or UPS. AND - both companies assured me the other could help. Although the initial error with an incorrect shipping address was mine, I notified Cole Hahn immediately after ordering for assistance and was denied. I have been back and forth with both companies for a few days with no luck. The message each time was that they couldn't help me. This leaves me with a bad feeling - and I will be sure to share my experience with others. Please use caution and consider before purchasing.

Sorry, Cole Haan, I renouce you! If you looked in my closet, you would recognize that 80% of my shoes are Cole Haan shoes. My older Cole Haan shoes, meaning those more than five years old, were generally well-made and durable. However, the current iteration of Cole Haan shoes I've purchased have been straight trash! The materials must have come from someone's backyard, and the durability is, well, NON-EXISTENT! It seems Cole Haan felt victim to the "let's make a profit at the expense of quality" route and it's an ABYSMAL result! Cole Haan, you will NOT get the opportunity to fool me again!

I wish there was a 0 star rating option. I ordered something for an important function with a 5 day buffer from the delivery date presented while ordering. They still couldn't deliver it on time. And I truly hope their customer service is actually an AI bot because if not it's an COMPLETE waste of money. They don't know how their shipping partners operate and keep making you go back and forth between ups and their support with conflicting instructions. Go shop elsewhere if you need something on time. Coming from someone who's bought multiple shoes and used to trust this brand. Other cheaper brands are more reliable and provide better customer support.

I recently visited the Cole Haan store located at 8200 Vineland ave in Orlando and encountered a three nice gentlemen who works at the location and there service is superb Yassin, Tom and Devin.
Great asset to your company.
Thank you.

I ordered a slippers from Colehaan for 89.00. Colehaan send it to the wrong address and insist that I put the wrong address in yet my billing address was correct. At first, I wanted to send the order to CA, it wouldn't process the order to CA. It prompted me that the addresses did not match. Yet it was send to a different address in PA that's not mine. Colehaan refused to send me out a different slippers.

I will never buy anything from them or for them again.

I bought a pair of shoes that was automatically sent to an old address without being prompted to enter or confirm an address. I immediately contacted customer support within a minute of purchasing with updated address and they said they couldn't change it even though it was another two days before it shipped. I called customer service and was told that they didn't have someone who could address the issue after being told repeatedly that I "entered the wrong address" when I didn't enter any address. I don't think it's a scam, just a failure on their system and an unwillingness to rectify the mistake.

Honestly, some of the worst customer service that I’ve ever seen. I bought shoes that were worn twice and the heel broke off. Customer service asked for tons of photos to prove the shoes broke, which I sent over. Then, they told me to send it back, but I would have to pay for the shipping.

Don’t shop here. Not worth it. When asked to speak with a supervisor, they do nothing. I’ll be posting this review on social media as well.

Atrocious customer service. Trying to get in touch with customer service regarding a return only results in an automated response restating the return policy. There is no explanation or response to the questions I ask or information I provide.

The single email I was able to get a live person to respond to is a one sentence claim that I had already received a returns exception before. Upon research into the order number they provided, I discovered the "exception" was given due to a failed returns label Cole Haan's own system had made.

Finally, the entire reason for the return is their return policy is entirely different from everyone else's in 2025. It begins at the order date, a particularly problematic issue when their shipping was severely delayed and took 2 weeks to arrive (their own policy promises 3-5 business days). Seems like a deeply misleading and unfair business practice to me.

Worst customer service I’ve ever had. Great way to completely eliminate whatever business you have left in your direct to consumer channel.