Kenneth Cole

Kenneth Cole customer service: I purchased a pair of your men's shoes form Dillard's Northpark Dallas. They were Kenneth Cole, Silver Technology Put This On Size 10.5 The estimated date of purchase was 10/31/17. I sent in the required pictures as requested. I clearly showed a defect in the workmanship of the shoe. (Ref. #22837014). The leather was pulling away from the stitching at the edge on top of the shoe (near the right pinkie toe). I took the shoes to a cobbler in Dallas. They said the repair would be very visible and not worth the effort. The objective would be to make them look like they were when purchased, so repair not possible. So I decided to contact the mfr. Probably not even worth my time. I started out speaking to Kecia. She advised me what I needed to do. I communicated to Kecia that I did not have an actual paper receipt for purchase of the shoes. I contacted the customer svc. team in the afternoon and spoke to Shannon (FLA), then her supervisor Melissa. At that point I was in tears after dealing with a man at corporate trying to reach the customer service dept. He was the most rude man I have ever spoken to in my life @212-265-1500. Every time I called back for his help, he hung up on me, about 5-6 times. No matter how he felt about me, that is so unprofessional! So back to dealing w/ Melissa... after getting nowhere with Melissa (supervisor & worthless at her job), I called back and spoke to Eddie who transferred me to Randy (mgr-supposedly more authority-NOT) He was just INSULTING, as he looked at the pictures himself and could only offer me 30% for the sub standard product. He only apologized for the trouble I had been through that day. He NEVER accepted full responsibility for the fact that the shoes fell apart after only 6 mos. I have sent in my customer review anywhere I could find and now have written to KCP Productions Inc. @603 West 50th Street, New York NY 10019-9998 to tell them that their customer svc. dpt. clearly needs more training. They need to accept responsibility for poor workmanship and even further than that, not to insult your customers by only offering 30% off another pair of shoes that could possibly fall apart in the same manner as the first pair did. These shoes could not be a cost of more than $125 (incl tax) What is the big deal people? Your customers? Clearly not your main focus. No one wanted to step it up in dealing with my concerns. Maybe corporate will have a different response. Best Jeannie Brinkman 03/16/18

Dear Kenneth Cole,

I'm back to give you part 2 of my very disappointing experience with your customer service team on 03/15. I have spoken to Kecia, Shannon, Melissa (supervisor-worthless), Eddie and finally Randy (manager, supposedly better than a supervisor-NOT.AT.ALL). I sent Randy the pictures. The leather has pulled away from the stitching and clearly a defect in the workmanship, not due to wear & tear (shoes ONLY 6 months old). So Randy offered me 30% off another purchase. WOW, I'm touched. He really stepped it up ! I swear, one day you guys will know why NO ONE wants to buy your shoes. I am clearly not the only dissatisfied customer, as there are many poor reviews on this website for customer complaints. I am so beside myself with disappointment in the lack of customer service and/or compassion with which you have handled this incident. I was in tears after dealing with a man at corporate (212#) and this is not much better. Truly a sad situation here. I tried, I tried to show my case, I showed the defective shoe and your response did not show ANY LOVE whatsoever. SMH. Best Jeannie Brinkman.

Review: In November of 2012 I took my Rolling Garment bag to the Kenneth Cole Store in the Galleria Mall in Houston, TX to be repaired. The problem - it is almost November again, and I STILL do not have my bag or a suitable replacement. The bag required several repairs, and the Store Employee, [redacted], explained to me that since it was so close to the holidays I would probably not have the bag back in time. I told [redacted] that I was not worried about it because I didn't plan to travel for the holidays that year. He took the bag, and I believe the first time he called me and left a message for me to come in and pick up my bag was in early January. That was not a problem because, as I told him, I had no travel plans for the previous holidays. The problem began when I went to the store to pick up the "replacement" bag that was sent to the Galleria store by the Repair Division (or whatever it was called). I could tell by the scuff marks on the wheels that the bag had been used and returned. I explained to the Store Clerk with whom I spoke that day that, first of all, the bag was used, and I was not interested in a used bag - it is very unsanitary to want to give someone a piece of luggage that has already been used by someone else. That person told me that my bag had "probably" been destroyed because it was "irreparable." I was very disappointed that I had not been given the opportunity to retrieve my own bag. I probably could have found a place to take it that would have repaired it for me. My bag was the only bag I have seen in my travels over the past 8 years that had clear wheels - all of the other bags have black wheels. It was very easy for me to identify my bag in an airport because of the wheels, and I had hoped to get my bag back, with the repairs having been done. To make a very long story short, I have been told repeatedly that the retail stores do not carry the Rolling Garment bags. I purchased the bag in May of 2005 from a department store - Foley's - when it was in business. That bag has served me well all of these years, and I hesitated to take it into the Kenneth Cole store even though I knew that there was a lifetime warranty on it and I was told that it could be repaired when I inquired a few years earlier. I am very disappointed because I thought I would have received SOMETHING by now that was worthy of the Kenneth Cole name. Instead I received the run around. I was sent to an Outlet Mall in February of this year, which was 30 miles from where I live because I was told that the Kenneth Cole store there carried luggage. When I arrived at that store, the store manager, whose name I did not write down at the time, apologized profusely because the bag that was supposed to have been my replacement bag had been sent from the Galleria Mall store to the Outlet Mall store, and they did not have any Rolling Garment bags at that location either. I explained to the manager that I was not interested in having a used bag and asked that he return the bag to the Galleria Mall store and I would just take this up with the Kenneth Cole office in New York.Desired Settlement: I would prefer to have a refund because, although I was offered a Kenneth Cole gift card in the amount of $250.00, if they are no longer selling the item that I need then I have no need of a gift card. However, there are other stores that sell luggage and I can give them my business instead of going back to Kenneth Cole to be disappointed yet again.

Business

Response:

I tired to contact the complaintant on 2 occassions 8/**/13 at 11:30am and 8/[redacted]13 at 1:45pm and left messages but have not rec'd a return call. I am willing to offer the complaintant a replacement piece of luggage or a store credit

Review: For fathers day June 2015, I received my first Kenneth Cole watch. Soon thereafter, the crown which is used to set the time simply fell off. My watch is a Kenneth Cole stainless steel watch, model number [redacted]. As the item was a gift, I have no receipt. I attempted to visit a local retailer but was told that they could not help me without the receipt. I found this dumbfounding because the watch was in the box and anyone could tell that the watch was brand new. I contacted Kenneth Cole only to be provided an 800 number to contact. I did as instructed but the message I received is that the mail boxes are full. This leads me to believe that there may be a large volume of unhappy customers. I am not asking for anything out of the ordinary. If you would like to send me a prepaid package, I would be happy to forward the watch to you. I would prefer to visit a local retailer and simply have the watch exchanged. I do not feel that I should suffer any out of pocket expense since I have been trying to have this issue resolved since the end of June.Desired Settlement: I would like my watch replaced with a new watch with the same make and model. I will be sharing the results of my expericence with Kenneth Cole on social media. I hope that Kenneth Cole will not make me regret being a customer of theirs. I am simply asking that they repair what was provided to me damanged.

Review: I bought jacket almost year ago and they leather is changing color from black to orange. I am being told that's normal wear and tear.

leather should not change color like , especially when its been worn for couple months.Desired Settlement: I like this either to be fixed or replace.

Consumer

Response:

At this time, I have not been contacted by Kenneth Cole regarding complaint ID [redacted].

Sincerely,

Review: After purchasing shoes for approximately $150 and wearing twice the heels blew out. I am told there is nothing that can be done. I could send them in and they would have them for 6 weeks but probably could not do anything about it

Business

Response:

I was unable to find any interactions through the online store for this Client, via phone or email.

We have reached out to him by phone and left a voicemail, as well as sent an email, explaining that the item in question does need to be returned to our repairs department to be assessed by our repairs team for defect. Once the item is received, it will take approximately 3-5 business days for the assessment to be completed, at which time he will be contacted again. We have advised that replacement may be possible, if the item is deemed defective. We have also provided a pre-paid shipping label to the Client via email for him to use for shipping the item to our repairs department.

Review: I have sent my watch in for repair to Precision Time and they sent an email back to confirm and they will replace Crystal, Band, and time piece under lifetime warranty. I received an email from them, and they did not repair watch.Desired Settlement: Please repair watch as noted in email. Thank You

Consumer

Response:

At this time, I have not been contacted by Kenneth Cole regarding complaint ID [redacted].Sincerely,[redacted]

Review: Bought 2 pairs of watches on 03/**/2015 with the order number [redacted], and received the package today and have wrong item in the package. Very surprised to see that and contacted them immediately and informed them about the issue. They said they can send a prepaid label so that I can send item back to them for the refund. I mentioned them that I don't need the refund and I want the item that I placed the order. They mentioned that the item went out of stock, so I asked them to put a backorder and ship Them when come back in stock and they refused to do that. So I asked them for a comparable product that was on sale and they refused to send that stating that it is expensive. So I took time and called most of their stores and luckily found a store (ccompany retail store) has them in stock and I called the online customer service and mentioned them about the product availability. So now they started saying that though it is their store they can not sell me for the price that I paid when I placed the order.Desired Settlement: I just need the items that I ordered.