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Business Profile

Womens Clothing

Kate Spade & Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Womens Clothing.

Complaints

This profile includes complaints for Kate Spade & Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Kate Spade & Company has 32 locations, listed below.

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    Customer Complaints Summary

    • 122 total complaints in the last 3 years.
    • 39 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/19/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed an order with Kate spade outlet on 9/21/2024 through the cash back website called TopCashBack. I was supposed to receive $11.43 back on my order through this website. *********** informed me that Kate Spade Outlet declined the cashback. I would like to know why? Thank you

      Customer Answer

      Date: 03/16/2025

      Better Business Bureau:

      At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:02/04/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I couldn't reach customer service to cancel my order within 30min of placing it, and when they finally got back to me they said "all purchases are final" even though I've repeatedly reached out on their website chat (which freezes all the time and force me off a chat mid-conversation). With my credit company getting involved, the merchant and I were finally able to agree that I return everything upon receiving them for a full refund. I did so with everything in absolute MINT condition and immediately upon delivery. They confirmed receiving all the return items and yet only refunded me 100 dollars out of 400+ dollars purchase. As a result I am 300+ dollars short for NOTHING. It has taken me much effort so far and the dispute continues. This is extremely irresponsible and dishonest practice. I have the full correspondence between me and customer service and other records to show how messes up this merchant is.

    • Initial Complaint

      Date:01/28/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Purchase Dec. 2024. $300.00 The interior zipper clasp broke I'm no longer able to open the inner compartment I contacted **************** and was told they would not stand behind the product They did not offer to replace or repair I intentionally purchased a "good quality" purse to last as I'm on one to use multiple purses I'm very disappointed in customer service, telling me "oh I'm sorry". But only thing we can do is offer 20% off my next purchase Based on the lack of quality with this product , I'm reluctant to make another **** Spade purchase I would have expected better customer service from this brand. Best Regards,********** ***** ************

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a purchase of shoes and a matching beanie November 5th. I returned BOTH items in the same packing November 12. I called **** Spade customer service as well as their chat and was told each time my refund was processing and would take 5-7 days! I NEVER received the refund! I disputed the charge with ****** and it was denied because **** Spade lied and said they were processing a refund! Now **** spade is saying they cant refund me because I filed a complain and now they are also saying they only receive the beanie but their website shows both items returned and received. They have committed fraud and stolen my money while they have their product back! I want my refund ASAP.

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Returned a purse that that I bought my wife they sent me the wrong purse. they have received the purse back and they will not refund my money they have had the returned purse for three weeks thank you for you help

    • Initial Complaint

      Date:01/06/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:01/02/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a $100 gift card from the ************************** website. I tried to use the gift card to order my sister a birthday gift on the site but it continually glitched. I tried again the next day and received an error message that the gift card now had a $0 balance. I called the customer service line and filed a case. They told me this was a common issue they had with their site but that a service leader would have to get back with me to reissue the gift cardthey couldnt refund my money or reissue the card themselves. Supposedly the leader would be in touch within 24 hours though so I let it go. When the 24 hours passed and I hadnt heard from anyone, I chatted online with another agent about the issue. They said the case was under review and would be resolved in, you guessed it, 24 hours. Of course I dont hear from anyone, so I wait online again to speak to now a 3rd ****** He says the wait for a result is actually 5 business days and there is nothing he can do to escalate the issue, refund my money, or reissue the gift card. The only thing I can do is wait or try and call again and appeal to a supervisor. Im now out $100, several hours of my time, and the purse I wanted to get my sister for her birthday is sold out. No business should be able to take a customers money but claim they cant refund it if they s**** up something on their end. Spending hours on chats and on the phone for a simple refund is ridiculous.

    • Initial Complaint

      Date:12/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:12/17/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:12/17/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 01/11/2025

      Better Business Bureau:

      At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.

      Sincerely,

      *** ******

    Kate Spade & Company is NOT a BBB Accredited Business.

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