Coldwater Creek

Ordered a scarf for Valentines day and 1- they did not tell me it was on backorder and then when it was recieved-2 weeks AFTER Valentines day I had to pay the return shipping! TERRIBLE customer service, terrible. NEVER order from them again!

I ordered a dress from Coldwater Creek for a wedding I was going to attend in a week's time. I paid $17.00 for 2-day shipping; when the item arrived I immediately tried it on only to discover that there was a bleach stain at the top of the dress by the shoulder. I packaged the item up and using their return slip that came with the item I described the issue, and also placed a sticker on the exact spot so that they wouldn't sell it again (bet they will). I also emailed them my displeasure with the item, and that I'd already spent $$ for shipping and now they were going to take another $7.95 of my refund for the return shipment, even though the problem was the damaged product! No response to my email, so I resent it and received a note back that they would respond within 5 business days. Never heard back from them. 4 weeks after I mailed the damaged product back I get my refund... minus the $7.95. I will never do business with them again and will encourage my friends to avoid them as well.

I loved these pants, but they were way too big (in my usual size), so I sent them back requesting --on their exchange form-- a smaller size. When I heard nothing for 10 days, I called and was told they couldn't tell me if they'd received the pants, they couldn't tell me if they would replace the pants, because "that's the warehouse," and they wouldn't email me if they did... I would have to call or email them if I wanted information. I subsequently emailed twice asking if my return had been received and my pants would be replaced. No response. So I called, again, after waiting almost three weeks for the smaller pants. I was just told my purchase price had been credited to my credit card (it hasn't been) because that's what I requested. That is not what I requested. I wanted the pants. It still want the pants, but apparently can't have them. (He also told me I ordered by phone, when I actually ordered online.) Customer service is totally incompetent. I've bought Coldwater Creek clothes for decades, in stores when that was available, and online. Never again. And they were such pretty pants.

This company is horrible - returned a $29.00 shirt only to get refunded $16.00. Don't buy anything from them.

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 order a few things from this company because they have some cute unique styles... BUT they are EXPENSIVE. That's not my complaint though... I don't mind paying a bit more for nice quality clothing. But when you pay that much - your customer services need to be excellent - in my opinion they are horrible! I placed an order for 4 items in (2) different orders- the 4th item I added to the 2nd order because I would receive an extra % and free shipping. So I added the an order for white jeans which i really didn't need for my wardrobe. Guess what 1 piece of clothing I received - the white jeans that I really didn't want. The other items that I was so excited to receive I kept getting emails pushing out the delivery date a couple times... OVER 4 MONTHS. Finally I emailed to say what the heck? And THEN I finally received an email both saying the rest of the items were discontinued. I was mad. It took them 4 months to figure out they didn't have those products. I told them to take me off their email list and stop mailing catalogs on 6/14/2020. They responded by email to me on 7/05/2020.
Now i have to wait 6 - 8 weeks for be removed from the mailing list. I don't recommend them. Too many other places with just as cute clothing with much better service.

Ordered two blouses which looked beautiful in the catalog. Received them in a timely manner. They looked okay but the quality of the fabric was a cheap velour. I decided to return them. It is ridiculous to have to pay $6.95 In return shipping. I returned them before a payment was due on my Coldwater Creek credit card. I was charged a late fee. Any reputable credit card company would see the returns as a payment because it removed that amount off the credit card. I called them to close the account and remove the late fee. They closed the account and then tile me because the account was closed they couldn't remove the late fee. What? Of course they could. They choose not to. After going back and forth with a supposed supervisor in customer service I agree to pay the remaining balance. I explained I would come after the due date because of the day I receive my pension. They agreed to not give me a late fee on the following bill since they could see I had already set up the payment. Get the bill today and there's a late fee. What a bunch of liars and thieves.

I used to love Coldwater, it used to be a trust worthy company. Now that it is based in China, it's no longer worth giving them the time of day. I placed an order in August. I did get a confirmation email of the order however the website showed that it was all on back order. I love how they do not tell you this until the order is placed. It showed it was going to be at least a month. I emailed them to cancel and got no reply. One item got sent however I never got anything telling me this, the item came and it was fine. I emailed several times asking about the previous items, nothing. I messaged them on fb and that was a joke. I told them that I wanted the order canceled. They told me that made them sad. Who tells a customer this? It was weird and the interaction is weird. I am sure it is someone from China was trained to say things they think people from other countries want to hear. It is not what I want to hear, I am not 7, I am a grown adult and I want to be treated like one. I finally saw an update on their site and it showed the rest of my order was canceled. I never did get confirmation of this. Several months later I saw a charge from Coldwater Creek on my credit card, they were billing me for items that I didn't get and not to mention it was 6 months after the order was placed. I of course disputed the charge and it was reversed. But no more. Coldwater Creek is a joke of a company.

I used to buy ALOT from the original Coldwater Creek company. This company is NOT the same. Their policies are atrocious. I placed a sizeable order from this new company and paid a ridiculous amount for shipping thinking it would arrive in just a few days. It took 10 days for the package to arrive and one of the items was even missing from the package. I returned the entire order right away and now they tell me it takes 3 to 4 weeks to reach their warehouse before they will even BEGIN the return process. WHAT? I am in New Hampshire and they are based in Massachusetts... the next state from me. I could drive to their location in 1 1/2 hours. Their customer service clerks are rude. Their shipping policy is ridiculous. The quality of the clothing is chinzy based on what I received ($421 order) and their return policy/return shipping is ludicrous. This company will NOT last. Do NOT buy anything from them. You will not be happy. I anticipate they will go out of business very quickly. Be VERY careful!

Both the line person who answered my call and the manager she turned the problem over to were bureaucratic, gave robotic answers which didn't make sense nor indicate that there was any sense of problem solving. Utter lack of curiosity displayed by both. I was ready to drop over $200 on their brand new catalog but wondered why one scarf did not register when I tried to order it. I was told they were out even though the catalog just came out, and I told them that I didn't think that was the problem, there was another issue, the site itself didn't recognize the item number, as if it never existed. She actually indicated this was normal?! I suggested that if the item were truly backordered, why didn't the site recognize the item, and give the customer a message that it was either out of stock or backordered. This was for scarf #******* off the brand new fall 2017 catalog. It was a genuine suggestion to a genuine problem, as no other retailer handles items this way. No help. No indication they were interested in bringing it to another level or solving the mystery. Nope. They were just waiting for the call to end. What dumbasses, I felt like I was talking to a soul less agency. I decided not to spend any money on the other items I was going to order. They used to be so awesome, so sad.

I ordered pants and a top that were advertised as the same color and dye lot. They do not match. Typical.

Used to buy their clothes years ago in store and was pleased with the quality so I was happy to find that Coldwater Creek has an online store.
That joy faded fast as I looked through the site and found that this company is out of step with other clothing stores in two critical ways. They have a punitive shipping policy whereby the shipping increases as the total in the cart increases. Most stores offer free standard shipping, or at least a threshold, that once crossed, becomes free shipping.
Then, there is the" fat tax" applied to women's size clothing. Most clothing stores have abandoned this practice, if for no other reason than it affects their sales.
In the case of Coldwater Creek I found the following: a coat that sells for $209.95 for a petite small to a misses XL suddenly increases to $234.95... Same coat... only $25 more once you cross over to Woman's 1X. Every piece of clothing I checked on the site followed a similar pattern.
When I called to inquire as to why this is so, I was told more material is a factor, along with other nonsense excuses... If that's to be believed why aren't they charging a different price for each size along the spectrum? After all, there is a substantial difference in the amt of material between a petite small and a misses XL. There was no explanation for that... and using that logic, why not charge more for size 11 footwear which is nearly 2x larger than size 6 footwear.
No, let's just charge extra for women's sizes.
I decided to just voice my opinion instead of accepting the 20% discount...which I subsequently found out was not a deal at all because this same 20% off was offered to everyone shopping at their site if you gave them your email. What I want to see Coldwater Creek do is make adjustments in their pricing and start treating, valuing and respecting a substantial consumer base. I will be watching to see if Coldwater Creek does the right and fair thing. Judging from the reviews on this site you really need to start listening to consumers regarding numerous issues.

I ordered items from coldwater creek for an upcoming business trip. I got a confirmation and my items were shipped. Their expected arrival was more than 3 weeks from my order date. I still might have gotten the order in time, but after the order arrived in my city there was an "exception " because the address was incomplete and it could not be delivered. I called and asked what the problem was since the address provided in my confirmation was correct. They informed me that the address was too long, so the end had been cut off and there was nothing they could do. The item is going to be returned to them and I will get a credit. It is still 7 days before my trip. I inquired if the items were still in stock and they could reshape the, so that I could get them in time for the trip. They assured me tha5 the items were in stock, but there was no way that I could have them within 7 days. This is absolutely ridiculous. I will neve4 do business with them again. Talk about lack of consideration for a customer. Also, who does their shipping labels? Couldn't they see that part of the address was missing?

I placed an order online on 10/29/23 for a dress. I received an email from a Chinese company with tracking information? Wait what? I never place orders from companies based in China because it takes so long to get your item and half the time it is lost and you never receive it. Since when was Coldwater Creek taken over by a Chinese company? Apparently in 2020! I had no idea or I would not have made the purchase. I clicked on the tracking button and it's mostly written in Chinese with a bunch of dates saying it was processed here and processed there. And that it was delivered on November 17. But I never received it. First, I checked with all my neighbors but no one else received my package either.

Next, I reached out to customer service letting them know I have not received my package. I received an email back stating that " After inspection, we found that your package has indeed arrived at your local post office and indicated that it was delivered properly."

It told me to check with neighbors and with my local post office using my tracking number. I plan to fo to the post office today, but do not have high hopes.

Then the email states " If you still cannot find the package after trying these methods, we recommend negotiating the claim with the logistics company because your package may not be delivered to you in time due to negligence. If you cannot successfully coordinate with the logistics company, please contact us, and we will help you deal with it in time."

Well who the heck is the "logistics company?". No information given. Also, my confirmation email does not even show the item I purchased or a picture/description like most retailers do which I find shady. I would NOT order from them again. They are not the local American made company they used to be.

No customer service. Tracking number not recognized by postal service, company response is "check with post office".

This company just lost my business. They completely messed up a very simple 2 item order. It's too bad because I really like what they have to offer.