ComplaintsforKate Spade & Company

• 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

  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,
  
  ***************************
  

• 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,
  
  ****** ******
  

*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. ↩