"Just got off the phone with Coldwater Creek and have never before encountered such horrendous customer service. I called because I needed to return a tunic blouse I ordered from a site that offered free returns. I was told free returns ended Dec. 31, the date that I received the item in the mail in late afternoon on New Year's Eve. Sorry, I was told. Those are the rules. Also, I was returning only because the blouse, an XL, was so small I couldn't button it. My closet is full of XL tops, including several from the Coldwater Creek store that is now closed. So I had intended to question also the $8 shipping fee, since it was obviously wrongly sized. Sorry. I asked to speak to a supervisor. The woman put me on hold and returned to tell me the supervisor could do nothing for me. I asked to speak to the supervisor myself. And he confirmed that he could do nothing about a wrongly sized item that arrived on the day free returns ended. I asked if he thought it made sense to lose a customer over a $6.95 return fee.
So beware, those of you who, like me, were accustomed to great customer service in the store. You won't get it from the online store. A supervisor with no discretionary leeway and a rigid set of rules is sure to sink this boat, especially when so many online stores offer great customer service and have generous return policies. Too bad. Coldwater Creek used to be a good store with quality merchandise.
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"My order for a jacket ordered before Christmas went through. Then I noticed it was CANCELLED at my bank. I never received notice of this. No replies to my emails. Customer service said yes, it went through. Probably was cancelled because they ran out. I see it is still listed on the website on Jan. 6th. They lost a faithful customer."
"I have placed 2 orders this year. Each order only had 2 items. Both times one item was canceled for not being available. I understand when they have a sale that their stock goes quickly. In this day and age of nanosecond computer technology I would think they would use a system that was more reliable. Love their clothes, not their online system."
"Clothes are above-average quality, expensive unless you buy from their outlet. Best customer service ever. Always a native-English speaker when you call. Exchanges for another size do not require additional shipping. Problems are quickly solved. My favorite store."
"BEWARE of Coldwater Creek Sales - They're Bogus.
On Christmas Day ColdwaterCreek.com sent an email offering 50% OFF everything on their website. I took time from family and friends aon the holiday and placed an order for five separate, different clothing and home decor items. The order was accepted. A confirmation number and a confirmation email were sent. It's been almost a month since I placed the order so I called to see what was causing the delay.
I was told that none -- I repeat NONE -- of the five different items I ordered was available and that my order had been canceled on January 1, 2010. I was also told that an email was sent on January 1 informing me of the calceled order. No email was received.
It is hard to believe that each and every item I ordered was out of stock and that it took them a week to determine this. Don't waste your time with the retailer. They may not actually have the items they are offering for sale."
"Always a great place to shop. Easy website, fast shipping, easy returns either by mail, or you can return your order to a store. Have bought from Coldwater Creek for many years, with no problems ever."