Cole Haan Outlet — Local services in Severn

Had such a terrible experience with " Store Manager" Dana! Will never shop this location again as a result. I came in to do a return last week from an online order thinking it would be easier and less of a hassle than trying to return by mail. I walked in and walked straight to the cashwrap. No body greeted me as I walked in and I wasn't even sure if there were any sales people on the sales floor. I stood at the cashwrap for about 3 minutes before I realized no one would be coming to help me. I looked around the floor and heard a conversation going on so I figured there MUST be a sales person. I walked around a corner and saw self-proclaimed " store manager Dana" talking to a customer. ( I say self-proclaimed because I find it hard to believe anyone in management no less THE STORE MANAGER would behave in the way I'll describe later.) I quickly interrupt " I'd like to make a return" and she says someone will be right there. Associate Samantha comes to help me. Our interaction is perfectly pleasant as she tries to help me with my return and we figure out the my original purchase was placed through PayPal with my Visa card. She's not sure how to make the return so she goes to grab her manager. Dana comes over with her and Samantha tells me they can't do In-store returns from PayPal. I turn to Dana and ask if there's anything she can do to override this--still perfectly calm and pleasant. Dana immediately responds by bobbing her head and speaking in an extremely condescending loud tone saying " that's the return policy Ma'am!". I offer to show her my paypal account so she can see what card is used and see if there's anything she'd do because I drove 45 mins to get there and she continued to get louder more head bobbing and more attitude. There's more to the story but the point is, if that's the way she chooses to escalate a simple return and pleasant transaction I cannot believe that she made it into management and I hope she doesn't treat other paying customers this way. IT IS NOT OKAY TO TREAT ANY CUSTOMER IN ANY...

I a very dissatisfied with The Arundel Mills store for this one reason. I purchased a gift card at the store today in the amount of $150.00 and the sales person handed me the card and a receipt. I asked where was he envelope to place the gift card in? She responded that “they keep sending us gift cards with no envelopes”. I told her this was a disgrace that I had spent that much money on a gift card and the store did not supply with an appropriate manner in which to present it to the receiver of the card.

This is going to be a Christmas gift next month and I certainly do not want to have to search for a greeting card to use to pt the gift card in after I have spent. $150.00 for the gift! I told the sales person that I would be in touch with corporate about the matter.

I will not last the name of stores and merchants who automatically give customers who purchase gift cards and envelope to present them in. What is wrong with Cole Hana. Their shoes and other merchandise certainly cost the consumer enough money that they should be able to supply an envelope for every gift card sold. Ridiculous! I hope hey get some envelopes for their gift cards in before...

Terrible customer service for a return. If you accepted the return, don’t stand there and passively explain to your coworker in front of the customer why the shoes look worn in detail, why it needs to be marked down, and that the shoes even have a different “tint” to it. Yes, I wore it, how else do you try them on. You sold a subpar product so painful that I would’ve wasted my money had I gave it more than 5min of walking in them and couldn’t return them. Instead of being passive about a return that I didn’t wear outside like you made it seem like I did, maybe contact your own headquarters and try to change the return policy to “no shoes tried on for more than 5min can be returned.” This location is already extremely uninviting and unapproachable, if nothing changes with their customer service quality, customers will take their...