Business Profile
Womens Clothing
Kate Spade & CompanyHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
12/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order with **** Spade in early December. It was supposedly shipped on December 8th, but has not left thier warehouse. I placed the order easily within the holiday shipping cut-off, and would like for them to ship it.Initial Complaint
12/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hello I am writing to formally file a complaint against Kate Spade Outlets due to their inadequate customer service and failure to address a critical issue with my order. Despite multiple attempts to contact their team, I have received no meaningful assistance, and my concerns regarding a wrong shipping address and delayed refund have been dismissed without resolution.On December 8th, I placed an order with **** Spade. Shortly after, I realized that the shipping address was incorrect. I immediately reached out to their customer service team via phone, email, and online chat, only to encounter long hold times and unhelpful responses. On every occasion, I was told that the issue could not be resolved, and no corrective action could be taken.After many attempts I was informed that I would not be receiving my order because it had become too difficult for their team to rectify the situation. This dismissive attitude was incredibly frustrating, as I had simply requested assistance in correcting a minor detail on my order.Additionally, I requested a refund for my purchase. However, I was told that I would not be issued a refund until 1 week had passed. This unreasonable delay in processing my refund is unacceptable and adds to my frustration with their lack of responsiveness and support.Overall, their customer service has been extremely unhelpful, and I feel as though I have been left in limbo, without my order and without a proper resolution. I am deeply disappointed with their lack of accountability and the dismissive way in which my concerns were handled.I am requesting that they take full responsibility for their failure to correct the shipping address issue in a timely manner and improve their customer service processes. I also believe that their policies should be reviewed to avoid such frustrating experiences for other customers in the future.Thank you for your attention to this matter. I trust you will assist in ensuring **** Spade take appropriate action.Initial Complaint
12/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On Cyber Monday, December 2nd 2024, I purchased a wallet and Purse from Kate Spade Outlet online. On Tuesday, December 10th, I received the wallet but no purse. Note that these items are final sell with no returns or refunds. I did a chat with **** at **** Spade and he informed me my order for the purse was canceled by **** Spade. I advised him I was not notified and asked why it was canceled. He said it was out of stock and they didn't fill the order. I have a local store nearby and asked if I could have the order fulfilled and picked up at the store if they have one in stock. He said I would have to call customer service. I called customer service. She advised they stock was low and usually they put the order through a local store, so the local stores must have been out and the order was canceled. I asked could they contact the local stores and if it was available, could they fill the order and let me pick it up at the store. She said she can't do that. ?? She said I would have to reorder it online. I advised I got a special price for Cyber Monday and asked would that price be honored? She said, you can try and order but still not sure if your order would be canceled due to low stock. No resolve here. I also sent an email to **** Spade and no response. I checked online and someone at **** Spade has put in 3 different orders for the same item with 3 different order numbers. I called customer service back. He could not explain the 3 orders. I explained to him that I now have a wallet that is final sale and no returns, but no purse to go with it and no one will help. When I hung up with him, I called the local store myself and they have the purse in stock! Their price is $159. The price I purchased it fir was $101.82. I believe my order was canceled because they refuse to honor the Cyber monday price. I was lied to as they told me they were out of stick and the local store was out of stock. I just want the item for what I purchased it for and for them to honor it.Customer response
01/11/2025
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
*** ******Initial Complaint
12/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I placed 3 orders on Kate Spade outlet on November 27 as it was the Black Friday Sale and the Best Deals of the Season. Well 2 days later, they are offering an extra $25 off your $150 or more purchase (******* code) + 17% on Rakuten. I tried calling in to have a price adjustment and they said they could only do that on one order. I would appreciate the price adjustment on all 3 orders to correct the false advertising. The total amount to credit should be: $25/order since all were over $150 = $75 17% Cash back = $88.86 Credit for tax: $5.25 (7% of $75) total due back via refund: $169.11 Pre tax order totals: 172.50+189+161.25Customer response
12/27/2024
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
******* *****Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
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
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
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
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
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,
*******************
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Customer Complaints Summary
126 total complaints in the last 3 years.
38 complaints closed in the last 12 months.
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