Cole Haan Outlet

"I have been a Cole Haan customer for many years, as I feel that they (typically) make very quality and comfortable heels for work and leisure. Over the years, I have spent over a thousand dollars on shoes at this store, and I have always received great service until today. Backstory: I went into the Cole Haan outlet on Sun, Jan 21 2024 in need of some new shoes for work. I bought two of the pumps and one flat shoe, totaling about $223 during this visit. I had a great buying experience with the gentleman that helped me. I wish I could remember his name. On Jan 23, 2024 I was going to wear the black pump to a work meeting, and I noticed that one of the pumps already had the nail exposed in the heel, and was already damaged. After reading the customer reviews on this particular Cole Haan pump, it is apparent that many other customers had the same experience, so I decided to return both colors in the pumps that I bought, and I changed my mind on the flats. This evening (Jan 25), I visited the Cole Haan store, and a lady named Marie helped me. I explained to her the reason for the return, and I was pretty frustrated because I have purchased many shoes from Cole Haan and never had this experience. As I was describing my disappointment in the item quality, she began making very unprofessional facial expressions. I asked her why she seemed taken aback by comments. Instead of easing my concerns as a client, she proceeded to have attitude, and turned the situation around on me (the customer) and said that she could not believe how I was treating her. I was surprised by this comment, as all the feedback I gave her was about my experience with the shoes, and she seemed to take it personally. I did not make it personal, I did not use any foul language, rather just share my experience. She finished my transaction continuing to have a terrible, condescending and unprofessional attitude. Marie should NOT be customer-facing. I am currently a Store Manager in a retail environment, and I would be fired for treating a customer like this, especially for sharing their feedback. This is also not the way that I would want my employees to act. I would expect them to take ownership and escalate the feedback to the manager. I requested to have a business card from a district manager, which she refused to give me, so I gave her my contact information. However, due to her lack of accountability during this interaction, I highly doubt that she will pass my information along. I would still like to hear from a district manager, thus leaving this review to make sure that I hear back from someone, and that no other client has this same experience. Out of all my shopping experiences here, this will be the one that I remember. Cole Haan just lost a long-term customer."

"It's great that they have a lot of styles and sizes in their clearance racks. Worth a visit for getting 2 pairs on sale."

"I recently had a great experience with a young lady that mentioned going to med school. I wish her the best on her endeavors and thank you for being a great and kind employee. Every business should have a person like her. I shop at Cole haan Vacaville outlets often. I love the quality. I always purchase a belt to match the shoes."

"Great Experience and really good deals. The lady at the counter was quite helpful and I found some great bargains. Satisfied customer. I will definitely shop here again."

"I had a pleasant shopping experience at Cole Haan. Marie is a very good staff"