On July 5, 2024, my 16-year-old daughter purchased a Calvin Klein bag from the Hilltown store using her saved allowance, excited after seeing her friends with the same bag. However, after just 3-4 uses, the side of the bag began peeling and losing color. We found out from friends and online research that this is a common issue with this model, and stores have been assisting with exchanges. We took the bag to the Viaport Calvin Klein store, where they agreed we had a valid claim but told us to return to the original Hilltown store because the stores are franchises.
On August 21, 2024, we submitted the bag at the Hilltown store and were given a phone number, told the issue would be resolved within 2-3 weeks. However, no one ever answered the phone or contacted us. After weeks of waiting, we went to the store in late September, only to be handed an unofficial paper blaming "intense regional friction and careless use" for the damage, with no real explanation. It doesn’t seem like the bag was even sent to the brand for inspection.
Even chain stores selling much cheaper items offer hassle-free exchanges to ensure customer satisfaction, but Calvin Klein, a premium brand, dismissed us with a generic, unprofessional response. I expect the company to address our complaint and ensure better customer service in the future. Today’s 16-year-old customers are tomorrow’s loyal clientele.
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