Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The worst experiences Ive ever had with ANY and especially ANY high end merchandise manufacturer. I bought a bag on the site to match my moms shoes. When it came in it was COMPLETELY OFF! NOT EVEN THE SAME COLOR FAMILY! I have pics. which I sent to **. They gave me such a hard time and emails were going back and forthwhich I still have. They were making me feel like I was a problem, they didnt take responsibility for the bag color being WAY OFF and finally acted as if they were doing me a favorand JUST THIS ONCEof taking the bag back. I have bought several items from KS within the last month or so for my mom for Christmas. ** kept sending me info. on Christmas sales and it turns out that almost bag I bought went on sale. 50% off and another 15% in the cart. When I tried to get the difference between the price I paid and the sale priceIve been given nothing but problems. ***** dont see any discounts, there ARE no discounts, theyre not on sale. This goes on and on with several people on phone calls. I asked to speak to a supervisor who didnt help me at all! Again he said he didnt see anywhere where anything was on sale. They have no records? What items had gone on sale and at what time? Thats absurd!! Ive been really ill as Id told the people Id spoken to. Ive lost my voice and you can hear it on the calls. My mother has been seriously ill as well and Ive been taking care of her. I havent had a chance to do anything about this till now. I would very much appreciate a price difference credit. If Im not given **** will make sure people know what a HORRIBLE experience it is to shop with **** Spade! Im a loyal customer and work with lots of high end labels. I dont want to do any business with people who dont take care of me and treat me properly. I showed my friends the emails with regards to the bag that was delivered in a color that in no way matched the one on the site. Everyone was appalled at the emails. Unacceptable!!!

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  More info

  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

  More info

  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

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received confirmation of my online order, then another email saying my order will be delayed, but my credit card would not be charged until my order ships. No updates at all whatsoever. And my credit card WAS INDEED CHARGED! I emailed five times, called at least four times, and all I received was an email saying where I can shop elsewhere to find the items I ordered. I have never in my life experienced this. I finally reached a customer service representative after holding for a half hour and leaving my number for a call back. I was finally emailed tracking info and there are two diff tracking numbers; 1 for **** and one for *** and BOTH say carrier doesnt have possession of package yet, therefore there is no tracking information. I called yet again . And held. and left my number requesting a call back. That representative said that since my order was not received or shipped by the expected date and that there is no tracking information as the multiple carriers had not received the package yet, I would not be charged and the order would be automatically cancelled. She said I had to wait until Tuesday, but assured me that the order would automatically be cancelled. I called yet again on Tuesday, held, left my number and requested a call back, and this representative told me that the items that I ordered are out of stock, and that he couldnt cancel my order, but also said that my order would cancel automatically as the items are out of stock. I told him that my credit card had already been charged. He could not offer any reason why my credit card would have been charged. Charged that is, not a hold, charged and posted! I had to call my bank to dispute the charge on my account. Yesterday , I get an email that my order shipped. I called and held, left my number and requested a call back. This representative said that I would need to refuse the package, or send it back. I am done!!!!!! This entire experience with your business has been a full time job!!!!!!!!!

  Customer response

  01/12/2025

  At this time, I have been contacted directly by **** Spade & Company regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  The business only contacted me after filing this complaint. I had to call and email numerous times and no response to emails and when I called, I was told that my credit card should not have been charged and items were, and are, out of stock and that my order was cancelled. I disputed charge with my bank, but the dispute was not honored. After absolutely zero communication from K. S., I received the items weeks later. I returned them as these were gifts needed weeks prior and no longer needed. I received an email that my returned items were received, but still no refund. 

   

   

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

  Sincerely,

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

  Customer response

  02/02/2025

  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

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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+161.25

  Customer 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

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

*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. ↩