ComplaintsforKate Spade & Company

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  January 26th **** I ordered a **** Spade Crossbody thru Amazon Pay. On February 6th **** I received a **** Spade Key Chain instead of ************ Spade Crossbody Purse. I reported to Amazon first who then connected me to the seller and the ************************ Spade. I sent a photo of the Key Chain I received, photo of the order confirmation depicting the Crossbody Purse I originally ordered and the packing slip. I immediately called **** Spade as well, ***********. The women I spoke to said the item I ordered was no longer available and would I like something similar? I said No Thank You. She put me on hold for several minutes and when she returned she said I may keep the key chain and she would submit a refund to my card.I waited 5 business days and saw no refund, however I then received an email from **** Spade asking me to return the Crossbody Purse. ? I never received the Crossbody Purse only a Key Chain I was told to keep. Finally frustrated with the entire situation, I contacted Amazon again. Amazon reached out to **** Spade on my behalf but nothing was resolved. I received another email from **** Spade asking how my experience was and if I was satisfied with everything. ? I responded once again to that email but then it bounced back stating the email was non deliverable. In addition, I filled out a review from **** Spade and no one responded to that either. Today I contacted **** Spade customer Care: ******************************************** but I am not very hopeful for a response based on past failed communications with them.I also reached out to Amazon again to see if I could file a claim for the purchase amount but I am not confident in that process either.My **** Spade Merchant Order ID: *********** My Amazon Order ID: ******************* I have spent a tremendous amount of time on this without any satisfaction. It is now over 3 weeks from my original order. **** Spade was paid money and did not deliver. The reason why I am reaching out to BBB.

  Customer response

  02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **************************************************
  
  
  
   
  
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife purchased a backpack purse around Dec 2022 , its was a drop past the one year, the zipper gets stuck, and we made a trip to Camrillo Outlet location and employee said that they re-designed it because of the zipper issue, the manager could not locate under the email or phone number that we purchased it under at that store. The manager would not make any exception to exchange it or give credit for the new model. Warranty registered under ********************************* , email ***************** , phone ************

  Customer response

  03/15/2024

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

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a Health Smartwatch 3 made by the Spade and Company as a gift. It is a bluetooth smartwatch using an app by them and requires Bluetooth pairing prior to using. I followed their setup instructions several times over 3 or 4 days before successfully pairing up with my phone and eventually got it functioning properly. It worked properly for about 3 days and then failed and would not perform any of the functions it was designed to do. I reinstalled the app once again and went through the setup instructions several times and once again successfully paired up to my phone. This time, it functioned properly for about a week and once again failed. After that I could no longer get the watch to pair up with my phone. The watch does maintain power but only displays a screen with a QR pattern showing ******* MAC: 1DA3.The watch does nothing and will not reinstall or establish Bluetooth pairing. When I attempt to pair up with my phone their app does not find any device to pair up to. To determine if the problem was a phone problem rather than a watch problem I have attempted to setup and pair up with a seperate tablet, and a different phone. Both with the same results, not able to bluetooth pair up.I first contacted Spade and Company on 1/6/23 using their customer service email address describing and explaining my problem in detail. They responded a few days later telling me to redo all the install and setup steps and asked for more information about how I obtained my watch, an order number and purchase details. I did all to no success. Everything mentioned in this communication has been provided to Spade and Company and over the past month we have had six different communications and replies which I have attempted to cooperate with on all occasions. Until now. Their last request, and a repeat request, was asking me to make a video to show my efforts. I have already provided pictures and at this point I sense they have no intentions of resolving the problem.

  Customer response

  03/02/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding **** Spade & Company has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  27 January **** To whom it may concern,Complaint about faulty goods My uncle bought a White **** Purse Mini from **** Spade in December 2023. He paid $167.44 USD. Plus shipping to my location as he purchased this solely as a present to me. When we were told that I could not purchase this myself in ****** as the website for some reason would not allow this specific purse to ship there.I now find the goods have the following fault:Unused, tags still on, magnet is not attached to purse.Faulty, defective magnet Faulty, defective leather and attachments for clasp You have refused to refund, or exchange/repair as I live in ****** - I CANNOT SEND BACK TO ORIGINAL *** SHIPMENT ADDRESS - I do not reside there.I have called and emailed 15 times to try to receive help with this, and nothing has been resolved. I am just expected to spend more money to get a defective item fixed... this is not acceptable.I have offered to go in person to a Location of your choosing here in ******, I have the purse, and all original *************** can have original purchaser approve if required or refund to them directly, I don't care. But I want this purse to be either refunded, repaired or replaced.Under the Consumer Rights Act 2015, goods you supply must be of satisfactory quality. As there was a problem with the goods when I received them, I request that you give me a full refund, replacement or store credit.In support of my claim I have enclosed: Receipt from my Uncle who purchased this purse for me as a Christmas Gift.Photos of defective item WITH TAGS STILL ATTACHED AND IN THE ORIGINAL SHIPMENT BOX **** SPADE SENT IT IN.

  Customer response

  02/22/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********. Besides my original emails and calls to **** Spade prior to submitting this complaint with the BBB. 
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/3/23, I ordered two gift cards online. One card was for $200, the other card was for $100. The packing slip enclosed with the cards showed no dollar amount for either card. I received the cards on 12/10/23. I called customer support and talked with ******. He told me the amount on one card. I wrote the amount on the cards. One card was a birthday gift, the other a Christmas gift. On 12/26/23, my daughter shopped online to use both gift cards. After picking out $300 (total of both cards) of merchandize, the site would only accept $200 of charges. On 12/26/23, I called customer support and ***** said an investigation would be started and should be resolved in 1-3 days. On 1/2/24, I called customer support and talked with ****. I was told 1-3 days to resolve the issue. I asked to speak with a supervisor. **** assured me that I would receive an email by the end of the day correcting the amount on the gift card. She stated that the website stated the wrong amount of the cards. $200 and $100, but both were loaded for $100. On 1/5/24, I talked with *****, a supervisor, and he gave me a case number: ********. He guaranteed me that the funds would be loaded to the original gift card on Friday or Monday. He said he would contact me to verify the funds were loaded to the car. Today is 1/25/24, I have not received any communication from **** Spade. Also, my daughter is still waiting for a wallet that she ordered on 12/26/23. She received the other items that she ordered on that day. I would like the $100 that I'm owed refunded. Either by refunding my charge card that I used for the purchase or a money order. At this point, my daughter is not interested in ordering from **** Spade. I do not want a **** Spade gift card as my refund. The company is unreliable.

  Customer response

  02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ive written to unsubscribe several time over the last several months. Ive unsubscribed from emails and turn off marketing emails associated with my account. They still send me marketing emails. The last time they said that it would stop within 2 weeks and as of today, Im still getting marketing emails. This is harassment and I would like them to stop. The blocking feature from outlook doesnt seem to stop their emails either. I like the company. Ive bought several items from them but I dont need the constant unsolicited spam.

  Customer response

  02/07/2024

  At this time, I have been contacted directly by **** Spade & Company regarding complaint ID ********, however my complaint has NOT been resolved because: they said it would take up to 2 weeks to get me off the mailing list - their standard answer. They have been saying that for months but keep sending me marketing emails almost daily.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ****** ******

  Customer response

  04/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********. They continue to send me emails despite my unsubscribing several times.
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a handbag from **** Spade Surprise on March 10, 2023. I contacted customer support on November 1, 2023 to inquire about product warranty as the bag was falling apart due to poor craftsmanship. The following ensued:11/1/23: advised via email that warranty covers workmanship issues and to visit a store for further guidance 11/4/23: I brought the item to a **** Spade store in *******, ** and was told they cannot help me, contact online customer service 11/4/23: I emailed to ask for a new solution since the store could not help. Customer support asked for photos, which I sent promptly 11/5/23: was advised via email that warranty does not cover wear and tear but only covers manufacturing errors. I responded back that this is a manufacturing error and asking for reconsideration. Their response was to again provide order details and photos. 11/6/23: i responded with detail and photos. I received a long response advising I will receive a pre-paid shipping label to return the handbag and upon receipt I will receive a full refund to my method of purchase ***** card). I received the shipping label same day. 11/9/23 or 11/10/23: dropped off package to *** 11/15/23: *** tracking shoes delivered 11/24/23: I noticed a **** spade gift card was sent to my junk mail. I emailed customer support asking if it was spam or if this was my refund. 11/28/23: followed up on my request 12/7/23: followed up again 12/11/23: called ************** and was first told they dont issue refunds back to original method of payment. I told them I had it in writing and wouldnt have returned my item if this was the case. I asked to be escalated and then after a long hold was told they would make a one time exception because of their prior statement and I would receive my refund to my **** in 5-7 days 12/15/23: received an email stating a refund was issued to my **** on 11/24 (this was the date of the gift card)12/29/23: still no refund, sent another follow up

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I went to ************ Spade store at the ***************** in *********. I bought a gift card for our office manager 60th birthday for $300. I assumed this gift card was registered at this store. They did not take my name or the name of the recipient of the gift card, but game me a very long receipt . The receipt has $300 gift card and a No. so I assumed that was the gift card registered number if anything happened. Our office managers purse was stolen and she lost the card. I was not told when I bought the gift card that it would be more secure to buy the gift card on line. No where on the receipt does it say that if the gift card is lost or stolen that there was nothing they could do? It should be very clear to consumers that a more secure way to buy the gift card is on line. Thank you, ********************************* ************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  me and my spouse ******* ordered an item from **** Spade website. The item was for a Christmas gift so this was done in November ********************************************************************************* regards to this.The company stated that they will rectify the issue by sending out another one due to the damages that was brought to our product. They told us there is nothing else we need to do but to wait for the item.the second time it came in a ********** box with their postal stamp, which we thought was quite odd. However, the item was pushed in, like somebody pushed the tape in to pull out the item from what we suspect the item was not in there, but nothing but bubble wrap we brought in the box to take some pictures that day it was a bit Cold and wet.we were not pleased from what we found and called them again to complain in regards to this mess. The first representative we spoke to was decent, and that was therepresentative that sent out the order. for the second attempt. however when I reached out again because of the issue in regards, the order coming in and ********** box and not there but bubble wrap they were actually abusive verbally trying to fight with me over the phone telling me Im a liar, telling me they have no time for this c*** demanding respect and listen to only them and not listen to what I need to tell them in regards to our order. I called again after that rude representative, Me and my spouse were so upset of this runaround. this was upsetting experience. so we had no Christmas present and had to resort to other resources. We reached out to our credit card company to dispute it and even though they are disputing against us in regards to our credit card company, we didnt get the services we were supposed to receive from **** Spade. What we want is for them to rectify this issue properly and not the way theyve been doing it we want a refund for an item do not receive nor able to give. rudeness uncooperative they need to fix that.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order *********** placed on 12/12/2023. Ordered with a promotion and notice that it would come before Christmas. 12/13/2023 received email stating it had shipped, expected by 12/20. From there the tracking was blank. No activity. Reached out to customer service on 12/19 to ask about the status to which I was told "The package was assigned the tracking number but we see the carrier never shipped it out." Was offered a refund or replacement in that email to which I responded I still wanted the item but not if it would not be delivered by Christmas so to refund if not able to guarantee delivery. No response after that. No refund. This has to be a scam business, I'm not the only one having these issues clearly from this BBB site and from ******** comments on their page. I disputed this amount with my credit card but I want the business to refund me so I can close the dispute. I have no faith that they'd send a replacement. This is ridiculous. They should not be allowed to sell and advertise the way they do with failure to ship and follow through on orders.

  Customer response

  12/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  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. ↩