ComplaintsforKate Spade & Company
Womens Clothing
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Complaint Details
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Initial Complaint
10/10/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
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
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,
***************************
Initial Complaint
09/07/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Transaction: 9-5-2023 I paid $30 for overnight shipping. 9-6-2023 shipping was delivered without the shoes I purchased. Only 2/3 items were delivered. **************** told me that the shoes were on back order, and that my $30 shipping would be refunded. When i asked for a receipt, the person refused and hung up. I reached out to customer service via chat, and asked for the $30 to be refunded. That rep said shipping cannot be refunded, but he would refund the price of the shoes $61.04. When i asked about the taxes, he said that taxes cant be refunded. He also refused to send me a confirmation email to show the money was refunded. This company is stealing from people.Initial Complaint
08/31/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In February, I bought a pair of sunglasses through **** Spades partnership with FabFitFun. The sunglasses promptly broke. Luckily, they have a one-year warranty on their sunglasses (I read the fine print, and it doesnt say the glasses needed to be purchased directly from **** Spade or anything like that.) I called support for help, and they confirmed that my glasses would be covered under the warranty (even confirming that after I told them I bought them through FabFitFun.) They instructed me to email the support team with pictures. I provided all of that information, but then, the support got wild. One of the reps said that **** Spade doesnt have a sunglasses warranty (I had to send him a picture of the warranty on the website.) Another rep said it wouldnt be covered because I bought it through their partnership, which the first rep already confirmed was not true. After making me jump through hoop after hoop, they just stopped responding. The final rep said someone would reach out, but that was more than 2 weeks ago (email attached).Customer response
09/24/2023
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
08/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Date of transaction-2/17/23. Cost of transaction $100. Product (purse) was used 2X, product failed-tabs came off purse/doesn't function now/won't close. I just want the product replaced or store credit. I have sent the purse 2x (cost of $40) to 2 different addresses at the company-addressed to the President/CEO-******************* from address on line. Package was sent back twice/says no forwarding address. I also emailed/wrote to *********************, Senior Director/Public Relations on 8/10/23-absolutely no response. I went to an outlet store-they said-no receipt/can't do anything. This was a gift! Also made a warranty claim, they said no receipt-can't do anything-and also said that they can't do anything for wear and tear-this was a brand new purse used twice-no wear and tear as you can see in photos. I just want a product free of defects for the price charged. Horrible customer service/no one has contacted me at all! Seems like they just want your money and don't stand behind their product. This is wrong.Customer response
09/17/2023
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
08/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a scarf from **** Spade made a return they received the return called at least 10 time spoke to two supervisors with no refund since MarchCustomer response
09/11/2023
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.They havent reached out to me yet
Sincerely,
**********************************************Initial Complaint
08/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
**** Spade is advertising WORD ON THE STREET: 70% EVERYTHING. SHOP NOWHowever, when you click shop now, you are redirected to a page that says Up To 70% off everything.This is misleading and false advertising as the main advertisement does not say up to and does not have an exclusions clause. I have screenshots for proof.Business response
08/16/2023
These adds were reported and removed.Initial Complaint
08/14/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased some items from ************ Spade Store with cash payment. When I went to return within the return policy, they told me that the store didn't have enough cash so they would have to mail a check and that it would take 4-6 weeks. Way past the time, didn't receive check. I called the store back and store said there was a mix up with the zip, that they had put wrong zip and they were going to reissue the check. It has been 3 months and I still have not received a refund. The sales associate was the person who initial set up the refund and she was nice, however nothing got resolved as it is past the ***** days that she said the new check would be issued.I believe at this point they should be charged penalties for withholding a good amount of funds for so long as well as the full refund. I believe they should issue the refund ASAP, arranging either to have payment at the store or a check for pick up instead of mailing etc. I would like a resolution sooner than another 2 weeks as should have received the refund 3 months ago.Customer response
09/08/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding **** Spade & Company has been resolved. Refund has been issued through **** ********. ***** at the **** ********, who would recommend for the role of Regional Director, provided a sufficient resolution.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*******************************Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pair of shoes from **** Spade on November 26th 2022. These shoes were for pre-order in 2023. I'm not sure of the exact month but it was at least past February 2023. February passed and I did not receive the shoes. I waited for a while because I have shopped with **** Spade for years and I just figured that the pre-order dates got pushed back further than expected. I finally decide to reach out to them yesterday, August 8th. I asked them for the status on the shoes and they said that they could not help me because it's been more than three months since the order date. I explained that this was a pre-order and the shoes were expected to deliver outside of the three month range, so it wouldn't make sense for me to have contact them in 2022. They have continuously told me that the shoes shipped in November of 2022 and they can't help me. The shoes did not ship and as I've told them multiple times, it was a pre-order so they weren't even supposed to ship until 2023. I have screenshots of the shipping tracking information showing that a label was created but the order never shipped. I sent them this screenshot and they said that they still can't help me because it's past the three months. I don't know what else to do. I've also called customer care and received the same templated response. Please help me. Thank you so much in advance and I hope whoever reads this has a great day!Initial Complaint
07/12/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I placed an order with **** Spade ****** on November 20, 2022. The order number is KUP00186369. The order included 9 items and the total order value was $3,036.39 US dollars. I kept 3 items and returned 6, following the instructions on ************ Spade ****** website. After not hearing from **** Spade for some time and seeing the return had been delivered I sent multiple follow up emails. I never received a response to my email, so eventually phoned them and after sitting on hold for a very long time I got through to someone. I provided the tracking number showing my return had been delivered to their address. However, they had since changed addresses and no longer had access to the location I sent the return to - even though it was what was listed on their website when I made the return. They said it would take some time to investigate. Multiple months later I received a response saying that "According to our records, your return has not yet been received by our fulfillment center." I made the return according to their instructions, and was able to provide them with proof the order was delivered to them. It is not my fault that they can't find it and I would like my refund prcoessed.Customer response
08/05/2023
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
117 total complaints in the last 3 years.
40 complaints closed in the last 12 months.