ComplaintsforKate Spade & Company

• 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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a necklace at a Kate Spade Outlet store on 9/23 and it broke 12/23. I contacted the customer service number and they told me they couldnt help since I didnt purchase it online. They gave me the customer service email instead. I used the email address and sent them a copy of the receipt and picture of broken necklace. At first they said they couldnt help me but I reminded them of the warranty information posted online. They then stated they would issue me a gift card. They advised me to call the customer service number to get it. When I called the number they said they couldnt help me to send an email back to customer service requesting it. I have sent two emails requesting the gift card be issued to me but have heard nothing.

  Customer response

  01/13/2024

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order on Nov. 3rd and wanted to cancel it. I contacted customer service and was told I couldnt cancel it but that they would note my account and once I received the order I could contact customer service and they would send me a free return label. I received the order and sent the item back for return on Nov. 14th. It was received by **** Spade on Nov. 16th. I then contacted customer service inquiring as to when I would receive my refund and was told 3-5 business days. After 3 days I contacted customer service again and was again told I would receive my refund up to 5 business days. I contacted customer service again via email and was then told 5-7 business days. I was then told by customer service just now that its 10 business days to receive my refund. Its ridiculous that I am being told different time frames regarding my refund. **** Spade confirmed my refund was received on Nov. 16th. Its clear that this company is unprofessional and has issues being transparent and providing customers accurate information with regards to returns/refunds. Especially considering the numerous **** complaints. I want to be refunded asap for the order I returned.

  Customer response

  12/22/2023

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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I order ************ Spade ****** Laptop Bag and when it was delivered, it was missing the strap. I called **** Spade ******** and they told me that I had to send the entire bag back, and they couldn't send me just the strap. How is this even economical to a company? The packaging alone is a nightmare. I am disabled entertainment executive so getting to *** and doing a pick up is complicated for me, so this was not an easy task on the hottest day of the year...I want the business to contact me to remedy future situations like this and consider standardizing their straps so they can send them or find out what is going on in their shipping department quality control, because this is the third time this has happened to me, and it takes time with a mobile disability and resources to send it back and a headache to go across town to get it to ***. I don't leave it outside for pick up due to high package theft in ******************.

  Customer response

  10/17/2023

  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. I was able to resolve the situation myself but not sure I would ever buy from this company again. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It is several days past when an item was supposed to be delivered, I was told it would be delivered on the 7th of September, it is now the 21st. The company is refusing to issue a reshipment or a refund, even though I still seeing the email they asked me which option I would prefer. I don't understand how a company can tell you that they can no longer ship an item to you, and that they can't refund you, when they are the ones who chose the shipping and do not offer an insurance option on your shipping choices. Buyers must be aware of this company as it will simply steal your money.

  Customer response

  09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. After several emails to the company, it was not resolved. However, once I noted that I would be reporting the issue to the BBB they quickly took action and issued a reshipment of my item (which arrived 2 days later). Thank you BBB for helping hold businesses accountable!
  
  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. ↩