Coldwater CreekReviews 358

Worst customer service I have experienced in such a long time... ordered 14 items and returned 11 due to sizing. 3 weeks later they still cannot tell me where my package is... they say i should have received a shipping confirmation from my postman. LAST TIME WE CHECKED POSTMAN DOESNT CARRY POCKET PRINTER TO SPIT OUT RECEIPTS TO CUSTOMERS FOR PREPAID LABELED BOXES LEFT AT THE DOOR TO BE RETURNED. It was a large box I took to his vehicle and watched him scan it in. No receipt magically appeared after he did so. THEY packaged a prepaid label and THEY cannot link it to my order. THEY insist the post office to blame. NOT

They do not update their web site AT ALL after initial purchase. Mine still showing ordering pending.

SUCH SAD AND MISERABLE CUSTOMER SERVICE FOR THE PRICE THEY CHARGE FOR THEIR MERCHANDISE.

Coldwater Creek was a complete nightmare to deal with. I ordered a few things as a gift for a family member and the items took FOREVER to ship. I was missing a couple items so I contacted customer service which honestly should be called "customer disservice" and inquired about where my items were. After TWO WEEKS and emailing multiple times to get an answer, then and only then was I informed that the items were on backorder. Great, thanks for telling me. At that point my family member had already received the gifts and I had no time to wait for the backordered item so I asked for it to be cancelled. The company did not email me back. I emailed again and still nothing. Finally, they responding a week later and informed me that they would not cancel the order because it was too late and that the item was being shipped to me as of a day ago. I was furious since I had emailed a week ago and was ignored. Since I was obviously the right one in this situation and not the one at fault, I sent another email expressing my frustration and asking that I be fully refunded for all the trouble. I was yet again ignored. The item finally arrived and the company finally emailed me back saying that if I didn't want the item I could send it back. Yes, but then I would have to pay shipping for something I asked to have cancelled. They did not even offer to cover the fee and ONCE AGAIN ignored me. I sent the item back and had to pay for the shipping. I am NEVER again wasting my time on this company. Not only that, but the items that we did receive weren't even great quality so definitely not worth the trouble. This company is horrendous and I would never recommend this to anyone. It feels like I have been scammed and ignored and I do not appreciate this at all. I have never experienced such terrible service. I would rate this -10 stars if I could!

I made an order a few weeks ago and received everything promptly. I opened all my items, tried them on and was pleased with everything so I discarded all my packaging.
However, two dresses shrunk an entire size. I followed the instructions exactly - cold water, gently in an HE washer, hung to dry. These dresses should have been dry cleaned and I certainly would have done that had that been the given instructions. I simply asked for them to be replaced and I would dry clean them going forward.
When I contacted CC they kept sending me their policy about no returns after being washed. They literally refused to discuss their responsibility with regard to care instructions. I got several different people responding to me with different ways of saying the same thing, some cut and pasted the return policy. See this one:
We really wont be able to contradict the return policy. That's why. We will happily assist you in applying a promotional coed on your next catalog, but our
Return policy are not something that we are authorized to rebel.

If you have additional questions, concerns, or would like further assistance, you may contact us at *******576 or email *******@coldwaterdirect.com

Sincerely,

Willenise

By the way, my birthday promotional was mailed. It was an empty envelope. I will not be ordering from them again.

I had been a customer for over 15 years and spent thousands between stores and online. I ordered a dress 6 weeks before my nieces wedding. 2 weeks later I was sent wrong dress - wrong style, wrong color and wrong size. Within 5 minutes of opening package, I called their 800 number and was told that the correct dress would arrive in 15 days. 15 days later I had to send 12 emails to find out where my dress was. Then they tell me that they no longer have it available and they didn't receive my return from 15 days prior. No apology, no attempt to get me another dress on time, not even an coupon. Really, why would I ever order from them again.

I purchased a dress and found when trying it on that it ran extremely big. I followed the instructions for returning, which included using their labels, one for me to keep with the tracking number and a phone number. The return was sent on 8/17. I've tracked several times, but no information can be provided. Today, 8/27, I called the number provided on the label I saved. Gave customer service the tracking number provided by them. I was asked if there were any other numbers that followed what I gave. I said NO, I gave you to full number, which was on the label that YOU provided. She said she could not locate the package. Then I was told that it could take up to 3 weeks for them to receive the return. I live in Illinois, I was told the warehouse is in Indiana. Why it takes 3 weeks to receive a package is beyond me AND after receiving the return it then takes 10-12 days to process the return before a credit is given. This is insane. I would like to know where my package is sitting after mailing 10 days ago. After reading many of the reviews online, I feel this credit won't ever appear on my card. There is no way for me to track as the tracking info they gave is bogus. They jump to take your money for a purchase, but there is no guarantee of a refund when returning. Very disappointed. I will never order from this company again.

I am deeply dissatisfied with the level of customer service provided at your company.

One week ago, I placed 2 items in my cart: a pair of earrings and a skirt, both of which were listed in your catalog that I had received the same day as the order.
Upon checkout, my size Medium skirt was suddenly showing a quantity of zero (how did it manage to be placed in the cart if I hadn't selected a quantity?!) I changed the quantity in the cart to one (1) and updated the cart. However, I did not notice that the system had also changed my size from a medium to an XS. I placed the order and realized immediately after placing the order that the size was now incorrect. I called the company immediately and, after 10 minutes of talking to the customer service representative (name not known), she finally cancelled my entire order upon my request. Initially, she would not cancel the order as she said orders can't be cancelled.
I find it hard to believe that an order placed one minute ago online cannot be cancelled! I asked her to please email me confirmation that the order was cancelled; she insisted that could not be done. I should have known that this was her way of telling me that she was lying to me regarding the order had been cancelled.

I emailed Customer Service the next day and asked them to please send me a confirmation of the order cancellation. I received an email saying THE ORDER HAD ALREADY BEEN SHIPPED! Now it is my responsibility to return the items received today, AND PAY FOR SHIPPING COSTS TO RETURN THE ITEM THAT I ASKED TO BE CANCELLED!

Now I understand why Coldwater Creek is going out of business: retail clothing businesses are difficult to stay profitable in today's online shopping world, but when a company LIES TO THEIR CUSTOMERS and makes the customers PAY FOR MISTAKES THAT WERE MADE BY THE COMPANY, it is apparent why companies such as Coldwater Creek will be out of business in the near future: I will never buy any items from this company again.

-A VERY Frustrated (Previous) Customer

I have bought several items from this company over the years via mail order and had good experiences. Recently, however, I had such a bad experience that I'll never order from them again. I returned an item in May. I used their label and the return was tracked. Their own tracking says that the return was received. Yet it is end of August and I'm still fighting with Customer Service to get a refund because "they can't locate it". I don't think this is my problem. I have wasted a lot of time calling and sending emails. They say they will reply in 48 hours but I had to call and complain before they got back to me. Now several emails later and nothing resolved. The refund is over $100.

I ordered 3 items from this company. I received the first item and returned it. At that time I called to cancel the other 2 items. I was told I they had already shipped but to return the items when I received them. They said that I would no be charged for return shipping. A received item
2 of 3 and promptly returned it. Two weeks later I received item 3 of 3. Phone calls to them never get the complaint resolved. I will never order or buy anything from this company again.

I ordered a dress on July 28th and it was promised to arrive by August 7th. I was assured both in person and on line it was instock. I called on August 8 to inquire about the dress. I was told it had been pulled and should be arriving any day. I called back on August 11 and after about 15 minutes and initially being told it had been pulled I learned the dress was not only out of stock but I could not cancel it since it had been pulled. Eventually they agreed it could not have been pulled it it is not in stock. This was my first and last time to order from Coldwater Creek.

I received what I thought was my order, 4 tops and 1 pair of size 10 jeans, but when I opened the package it contained only 2 size 4P jeans. I called customer service immediately and was told to wait until they could investigate the issue, not to return the order until someone contacted me in 5-7 days. I decided to followup with an email 2 days later and still have not received a reply. I called customer service again and was told that I had to return the wrong items before I could be issued a refund. After reading these reviews I realize I may never get my $263.80 back. I will defintely be contacting my Attorney Generals office, Better Business and my credit card company!

I purchased a pair of knit denim cropped jeans that split along the back pocket seam. It appeared that the needle stitches were so close together it broke the fibers. I phoned CC Customer Service. The first time they couldn't find my order and promised to call back in 48 hours. -- No call. A week later I phoned again, stated the problem and was told that CC would not take back the pants because I wore them. I wanted an exchange. There was no reasoning with them. The product was defective. I paid $73.95 (includes shipping and handling) for a pair of knit denim crop jeans that wore no more than 4 times. Stay away from CC. I will never buy another item from them.

We purchased $400+ worth of women's clothing. Received confirmation of order. One item was out of stock and two items were backordered. Why didn't it say that when we placed the order? Received order had shipped notice. Took two weeks for order to arrive. Should have taken two days. When order arrived it was completely wrong. It was obvious that they had crossed orders (we got someone else's order, they got ours). Called customer service. They said fine... do you want to keep it.? No! OK, send it back and return shipping charge will be $?. We said it was your mistake - there should be no charge. Had to escalate to management to get them to take responsibility for their error. They resent our order. Clothes did not fit as depicted in the catalog and online. We sent them back also.

If you once knew Coldwater Creek as a brick-and-mortar store -- forget it. This is not the same company. The current group simply bought the rights to use the name.

The headquarters once listed in MA is now closed and the number disconnected. The current headquarters in ID and listed above in the headline on this page is likely bogus. The phone number shown above is a "rewards" line and does not get you to the company.

A few months ago it was hard to find a phone number to talk to Customer Service -- had to search the internet. Now, a phone number is splashed in large type on their website and on the invoice sent with merchandise. Calling this number will be answered by a cheery voicemail saying, "We haven't forgotten you... We're open 24/7". You will sit on hold -- permanently.

If you have used your credit card to purchase, you will notice there is no phone number listed as some other companies do.

I have personally filed a complaint with the Federal Trade Commission (FTC) and will follow through with the Attorney General's Office in my state. Coldwater Creek is collecting monies through internet sales and also sales tax, but in some cases there is no merchandise and no one to talk to! Their business practices are unethical, misleading, and perhaps illegal. Don't get mad -- get even! I urge all who see this to consult with the attorney general in their state. Go prepared with notes and documentation. This company is now owned by Sycamore Partners out of NY -- these would be the "money men".

Ordered over a month ago. Only got one email thanking me for my order. After waiting and checking for an updated email, I decided to call. The CS rep completely lied to me stating that my order had already been sent. When I read her their email stating the the items were not even available she put me on hold (big surprise) came back and apologized. I did request that the order be cancelled and she assured me that it would be. I will still monitor my card to be sure. My advice is if you receive their catalog in the mail, use it to line a bird cage or if you run out of TP!

I am about to send back my second your purchase you will be charged $6.95 for a "shipping and handling fee!" WHY? This "will be deducted from your refund" even though you may put more than one item in the same package of your return. My purchase was a gift this time, and I with the availability of TJ Maxx, Amazon, as well as other online stores that don't charge these excess fees, why would I want to order second/third rate clothes if I can buy real quality elsewhere? Buyer beware!