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4.0

I've always loved CC's clothes. A couple of months ago I ordered $300 worth of merchandise, got regular emails about the progress of my order, my stuff arrived, fit great/great quality. Had to return a couple of items bc I wasn't sure of sizing when I ordered, but returning was easy, & I was promptly refunded for those items.

This month I ordered again, again $300 online order placed July 7. Got an email confirmation, and they will email when order ships AND soon arrived a coupon for % off next order--

oh wait! The coupon expired nearly two weeks prior (6/30). Thanks.

No further email updates. On 7/18 I called to see what was up & told that my order would arrive that day, which it did...most of it. I had to call yet again bc there was no clue regarding the two missing items. Turns out they are back-ordered until early August--in any event this could have either been noted at the time of the online order or on the invoice that arrived with my partial order--you, know, like other companies do.

In both cases the service reps I spoke with weren't particularly gracious, certainly no apologies nor any effort at service recovery; they seemed uncertain about what they were doing, & I felt like I was bothering them.

Sorry--this is not rocket science, especially for a company that is as experienced as Coldwater Creek. I would hate to see a company with such great products falter again, and due to something so basic and so fixable as customer service. I'm hoping that my current order episode is just a one-off accident; other companies in this same genre do customer service so well, there isn't any excuse for this, and I don't believe that the customers in this demographic will tolerate it for very long. We have other options.

I want to love you guys!

Reason of review: Poor customer service.

Preferred solution: Ongoing evaluation of customer service experience such as order updates; improved screening and training for customer service staff..

Coldwater Creek Pros: Great products.

Coldwater Creek Cons: Overall very poor customer service.

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Guest

$300 per month for clothes ? Where else do you drop money like water ? Your post is far too long to read in its entirety and not very interesting.

Guest
reply icon Replying to comment of Guest-1521436

What a rude response. Obviously, you have nothing better to do than troll people or maybe you are one of the CSRs that was referred to in this review, hence Anonymous.

This was an excellent review and one I happen to agree with. Simple communication on the part of CC, like most every other online retail business, would suffice. Just inform us of a backorder or expected delivery date on the initial order slip or with an email. I received a partial order today with no indication of when to expect the remaining order.

Searched for my order confirmation/shipping email to no avail - there wasn't one. Searched the website and still no indication on the rest of my order other than to say the entire order is still processing.

And if we happen to call CS to inquire, be grateful that we were a paying customer so you keep us as a paying customer. A little respect goes a long way.

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