ComplaintsforKate Spade & Company

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is a complaint about advertising. **** Spade pop up states, "You (Really) Deserve 10% Off your first purchase when you sign up for texts." I signed up and received the promo code for 10% off; however the code did not work. I reached out to customer service via chat and was told my item wasn't eligible. When I asked how would I know what's eligible, the *** stated that I must put the item in my cart and try to use the code. I tried several items and none of them worked. I reached out to customer service via email and that person responded that "full price merchandise, brand new items and discounted items" were excluded. So, basically the discount can't be used on anything because the item is either full-price or a discounted.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered from this place and they said my package delivered but never did and wont give me a refund. I have proof I never received anything . Also included blink photos from my doorbell showing no one delivered anything for that day.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/25/24 I received my order ***********. This item did not work for me (color not as expected), so I went through the return portal and got a *** return label ******************* I sent the return via *** on 7/1/24.On 7/10 I was surprised to open a package and find the purse I had returned. I do not know what happened, but *** sent the package back to me and did not fulfill delivery of the return back to **** Spade. From what I see on the package, it looks like my original label was replaced with a return to sender label. Tracking shows that it made it to ***** on 7/3 (where **** Spade returns are located), but I received it back on 7/10. It was never marked delivered to the return warehouse.I would still like to return this item for a refund. I contacted **** Spade customer service on 7/10, the day I received the purse returned back to me and have not received any communication. I am worried that this is a time sensitive issue because the return window will close soon.

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have been contacted by the business, independent from complaint ID ********, and find that the resolution provided is satisfactory to me. Please consider this complaint resolved.

  
  Sincerely,
  ********
  
  
   
  

  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I originally purchased the purse in May of 2023. As I continued using the purse, I began to notice the metal clasp on the strap was defective. It would randomly come undone and the purse would fall to the ground. I went to the reviews on the purse and noticed multiple individuals had placed reviews on the bag, saying the same thing. **** Spade had replied to the complaints asking the consumer to reach out to them to make it right. I then chose to do so. The customer service representative agreed to accept the bag as a return for a full refund, even though it had been over a year. It was accepted as being a defect. I sent the bag back, and received an email that it was accepted by their warehouse on 6/3. I waited the 5 to 10 business days that was stated for the refund to be processed. The time passed and I heard nothing else. I had to contact **** Spade once again on 6/20. My case was escalated, and I received an email that night saying my refund was processed in the amount of $148.73 to be sent to my original payment method (Paypal). I again waited the allotted time and no refund was issued to either my PayPal or my bank account. I have contacted **** Spade multiple times. I keep being told there is nothing they can do as the refund was sent. PayPal assures me that it has not. It is now July 5th and I'm without a purse or the refund money. **** Spade tells me there is nothing they can do to make this right and to call PayPal.

  Customer response

  08/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I originally purchased in January 2023 and by July 2023 the purse was falling apart. When I contacted **** Spade customer support they offered me either a refund or a shipment of the purse that I had already purchased. At that time they did not explain to me that the new purse that was sent in July 2023 did not come with a standard **** Spade warranty. If they had let me know that at that time I wouldve denied a shipment and I wouldve taken the refund so I could purchase a different style of purse because I was already scared getting the second purse because of what happened with the first purse. Today I contacted customer service and I received nothing to a great customer service experience. All I was asking is that the purse that I had gotten for a reshipment held up to the same standard **** Spade warranty. I spent $160 on a purse that Ive now received twice and in a defective manner. Both times the straps have literally fallen apart to the point where I cant even carry the purse at this point because its gonna be dilapidated to an unuseable condition. They offered me a 25% refund of $40 and a 25% coupon for a future purchase, which at the end of the day I still do not have a purse to carry. I work as a nurse is extremely important that I have a big tote to fit all of the things that I need to provide the care to the patients that I take care of. I dont think this is OK to be treated this way and I also dont think this is OK to spend this type of money to have the same purse fall apart twice. This is terrible customer service to have a consumer purchase a product, not once but twice and they cannot even use the product. I am extremely upset that I was treated poorly by a corporate supervisor. If this is the type of customer service that you provide, why would I spend any further money purchasing items from you? Please help me so I can get this issue resolved and also have a purse that is functional for me to use for the amount of money that I have spent.

  Customer response

  06/13/2024

  Better Business Bureau:
  
  The company reached out to me and this resolution is satisfactory to me and the matter has been resolved.

  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi,I purchased a bag and wallet from **** Spade online. They were marked "final sale". Almost immediately after my purchase, I was inundated with emails offering me percentages off; promotional discounts and "we miss you" emails. I "opted out" and "unsubscribed" but continue to get emails multiple times per day.I've called customer service numerous times and have requested to speak with a supervisor. I was told a supervisor was not available, but one would call me back. That never happened.I went on **** Spade's "contact" form on their website and requested a supervisor. I got an email response telling me I had to call b/c supervisors are only available by phone!This is unbelievably unprofessional and horrible customer service.

  Customer response

  06/05/2024

  I've been inundated with percentage off and reduced prices. I'd like an adjustment on my purchases.

   

  Customer response

  08/03/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased items online in March 2024. The order # is KUP01363237. I returned a few items and still have not received a refund 2 months later and every time I call customer service I get the run around. They keep on telling me it's been refunded to my credit card. They said the refunds were made on 3/23/24 for $247.05 and on 4/25/24 for ******, but nothing has been credited to my account. On 5/22/24 they said they would send me the two reference numbers to prove it was credited to my account and the error must be on the credit card company side. I called back on 5/30/24 telling them I never received the reference #s. The rep said a supervisor would call me that day but no one did. I called again on 5/31/24 and the rep *** tells me it looks like there was a problem with the refunds on their side and they are looking into it. They said I should receive an email next week by June 4, 2024 with an update. I've had it with the company and am asking the BBB to intervene. I'm paying interest on my credit card for these purchases because **** Spade can't get their act together. This is no one to run a company. This is by far the worst customer service experience I've had trying to get a refund. Please help.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My daughter bought a bag March of 2023 for Mother's Day. December I finally started using it and three months later the "leather" is stripped. How does leather strip from a bag that is so expensive? The company stated the bag is out of warranty (which was 1 year). I did not get the bag until May - but whatever - out of warranty. They have recommended that I take it to a vendor for repairs?? How does one repair a "leather" bag that has been stripped of the "leather"? My daughter purchased three items on this order and **** Spade will not make good on the purchase. I need to speak to someone in authority here as I am only speaking to CSR's will unfortunately cannot help me.

  Customer response

  05/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 03/14/2024 I placed order #***********, for ******. I realized that somehow my old address was put into their system. I didn't put this address into their system and have no idea where it came from. I contacted Kate Spade Outlet to let them know and asked for a replacement as it was returned to sender and I really wanted the merchandise. They quickly responded and said a replacement would be issued and would be received by 04/05/2024 to the correct address. I thought it was handled well but as of now 04/10/2024, I still haven't received the order. I followed up with them and haven't gotten a response. On 04/04/2024 I placed a second order for ******, order #***********. It also somehow went to my old address. I quickly noticed and asked for this to be corrected before shipping and was told that they could not make any changes and to contact **** I contacted *** and was told that a *** Surepost could not be changed by the customer, that the shipper would need to contact. Sent another follow up and still haven't received a response. Now I am out ****** and have received zero merchandise. Tomorrow marks a month since this began and I have not received a single item and customer service has been zero help. Seriously not impressed with their customer service and willingness to correct issues. Definitely would not recommend purchasing anything from their website to anyone. You aren't likely to receive any help.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered 4 handbags from **** Spade. Within 12 hours the prices were marked down on the website 25%. Order had not yet shipped. Emailed company to request price adjustment per policy OR to cancel the order and I would replace it with the lower priced order. No reply. Received order a week later and then the company replied refusing to assist. To my further dismay, opened received order to find 2 of the handbags had visible typos in the NEW YORK lettering printed on the fronts of the bags. I took photos and emailed the company to assist, they denied any issue or wrong doing and refused to receive a return. I continued to review the website and product pages and saw there was NO disclosure of faulty goods being sold on the website. I then continued to email **** Spade customer service for help and was met with rudeness and curtness about the issue. They finally sent me two replacement bags, and they as well, had the typo defect. I emailed **** Spade that this is a "bait and switch" issue. They have faulty merchandise they are selling to consumers on their website under the guise of "true" merchandise, with NO disclosure. Unsuspecting consumers will continue to order these goods without realizing **** Spade is sending them damaged and faulty goods. **** Spade then updated a photo on the page after emailing multiple times at how this could cause a class action lawsuit around bait and switch, but no written disclosure. An unsuspecting consumer can still go to the product page, ASSUME the product is without defect, and order. Because, what consumer is going to think there is a defect in the goods and ZOOM in on a tiny photo they uploaded after the fact? They then marked the bags final sale, again without no disclosure of the faulty typos. So again, consumers will receive the faulty bags, and be refused refunds or ability to return them. It's a huge issue and opens up KS a class action lawsuit or small claims court. To date, I've not received a price adj or proper exchange.

  Customer response

  05/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩