Coldwater CreekReviews 358

Last night I was appalled over the customer service experience I had with their company, tonight I am so appreciative of the extra steps and personal attention Inreceived from Leanne, the CS senior manager. Above and beyond with a touch of friendship! I sincerely couldn't have asked for a better outcome, just feeling heard with a focus on a mutually agreeable solution was delightful! I removed my former assessment and exchanged it with a 5 star rating, all due to Leanne! Thanks!

Pure customer service, overpriced clothes, and fraudulent charges practices. Do not expect the customer representatives to solve any problem you may have. Pay attention to the sale tax they charge. In my case they charge me 5.32% tax, which supposedly be New Jersey tax, but it isn't. New Jersey does NOT collect sale tax on clothing!
I will never purchase anything from this company!

My parents are victims of fraudulent activity with this company. Apparently it is very easy for someone to open a credit card and make purchases. We filed a complaint with the company and received a letter today stating that my parents are still responsible for the purchases even though they did not make the purchases or open the account. They don't even have the account number only the last 4 digits that came with the bill. I am very dissapointed with this company for being so porous such that you can easily be a victim of Identity theft. Purchases were made in a store in Glen Burnie and my mom was not even in the country at the time. The company stated that they investigated the claims and found that she is still responsible for paying for this. 11/3/18

Nothing to say that has not already been posted by others. THE CUSTOMER SERVICEOR LACK THEREOFFOR COLDWATER CREEK SINCE THEY BECAME AN ONLINE STORE IS APPALLING. No order confirmations, no communication about the shipping process/status, and you count yourself lucky if the order eventually shows up at your door. Don't even get me started on returns. There is no acknowledgement of receipt of return, and you cannot expect anything to be processed for a minimum of 3 weeks, what they call an "extended processing period." Clever way of holding onto customers' money for way longer than is necessary. I'm done. It's just not the same company it used to be.

The people have not been the problem. The problem is clearly the process.

1. Online orders inconsistently acknowledged by email.
2. No shipment notification of shipment. Instead you only see a charge to your account.
3. Once charged, it is a waiting game. Current order was backordered. Account charged Oct. 1. Called today, Oct 13. Given a tracking number that indicates Fedex is just now creating the label.
4. Heaven forbid a catalog item needs to be returned. In the store they need to call catalog. Did so 9/29. On today's call took 30+ minutes before assurance I will finally see credit in 3-5 days. We will see

I am done

I ordered two items over two weeks ago, that were in stock. I received an envelope last week that had two skirts in it?! I ordered a top and vest. My receipt was in the bag though, so I emailed to tell them of their error and request they send the proper order ASAP as it was a gift. I returned the envelop and they have proof of it, but won't refund until they get their package and won't ship my order... I have to reorder it. Hmmm so I can pay twice for one order? Even better they never responded to my phone call or a second email. Asked to be removed from their mailing, catalogs and emails immediately. Do you think they can do that right? NOPE- frustrating, no customer service, basically steals your money and makes you work to get it back. Thankfully my credit card is refunding!

I recently placed an order of five items with Coldwater Creek. Order date: 9/21. Received on October 3. Each item came in a separate package loaded down with promotional materials. Every item was oversized, at least one size too big and of poor quality. There were no return labels in the packages. I called for a label for returns which the customer care person said would take up to ten minutes. I'm waiting a half hour later. Customer Care at Coldwater Creek is a misnomer. Wish I had read all the bad reviews before ordering.

I will preface this comment by saying that I shop almost exclusively online, and have never seen a mail order operation run so poorly. Online ordering is a nightmare. Items were on back order but not indicated as such; no email confirmation of shipment or tracking number has ever been sent, and I am still trying to find the ship status of another item I purchased almost 2 months ago! Phone calls result in a wait of over 30 minutes, followed by a conversation with a person who either does not have the answer I'm looking for or lets me know by their vocal tone that they could not care less about my problem. Most of your products are good quality and reasonably priced. Take some lessons from other companies mentioned here (Lands End, etc.) and step it up or you will lose what business you have.

It appeared Coldwater Creek was practicing "bait-and-switch" tactics on their website. There are too many details to properly explain here what all happened, but I wrote up the ordeal in its entirety and emailed it (on 9/16/18) to three factions of Sycamore Partners, the owners of Coldwater Creek (they also own other retailers such as Belk and Staples). Lo and behold, I was contacted by the Chief Executive Officer (of Coldwater Creek) about 5 hours after I wrote the email. He apologized profusely for all the trouble I experienced when trying to order an item that was shown at two different prices on the Coldwater Creek website (of course, I wanted to buy at the lower price, but was refused that opportunity by several different order takers at the Coldwater Creek call center). He and I agreed on a solution, and he promised someone would call me the next morning.

At 5:58 p.m. on 9/17/18, I was contacted by Coldwater Creek's customer service manager who was letting me know details of the promises I received from the C. E. O. On the previous day. She said she would send me an email with the details.

Today (9/18/18), I received an email detailing everything she told me. I've been a Coldwater Creek customer for over 12 years, and, because they resolved my problem, I will happily continue to be their customer.

I received a beautiful top just a few days ago. Sedona Canyon Twin Print Tee Style Number: ******* I opened the package, tried it on, and it fit well. Great colors! I always try on before I decide if I will keep a mail order item. Since it fit nicely, I washed and dried the item according to instructions, and upon removing it from the dryer I discovered holes in a straight line in the back of the top. I had not noticed them when I unpacked the top. I wrote to CC to ask what I could do, that I would like to exchange it. They wrote back immediately telling me they cannot take back any item that has been worn, or washed, apparently even though the item is DEFECTIVE. Very angry about this, and so I called. Customer service told me I was "making a very bold statement" and that they couldn't help me. THIS IS THE LAST TIME I WILL PURCHASE ANYTHING FROM THEM. I AM DISGUSTED! Do I have to examine every inch of a product before I try it on? I simply held it up and slipped it over my head. (I LOVED IT) but happened to miss this line of holes on the back. KEEP YOUR DARN CATALOGS! KEEP YOUR DARN EMAILS!

Sure wish I had read prior reviews prior to placing a substantial order, verbally, last week for my sisters birthday present. Well... they didn't ship her gift to her even though they acknowledged that I provided her ship to address... I received her gift at my home today. Thirty-three minutes, mostly holding today I hung up, went to FedEx paid $21.99 to have her gift forwarded to her. This absurd company offered me a 20% discount on my next order for my "inconvenience". I just received their catalog and everything is 20% off. I wanted them to credit the shipping charges I had to pay. I was told "NO" but a discount on my next order was offered. What a scam. I am so offended at their lack of professionalism, incompetence etc. I'll never order from them again.

I placed an order for two items. One said it was out of stock. I contacted the company to find out when it would be IN stock. No response other than their stock "we'll get back to you in 24 hours... no, really... we will...". Then I got a package with the out of stock item in it but not the other item I ordered. However the packing slip assured me both items were in the package. I contacted the company immediately. No response. I called, and they kept insisting that both items were in the package... I've called and called and emailed to get it sorted out. Finally got them to tell me they'd send me the item I'd already PAID FOR but OH NO... that item is now out of stock.
I'll probably get taken off their mailing list once I finally get this item. If I ever do.