ComplaintsforKate Spade & Company
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Complaint Details
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Initial Complaint
05/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered placed 04/14/23 **** Spade Online (order#***********)Order was sent to the wrong address. They blame the customer but there system only recognizes postal service addresses. My community is only 3 years older and their website did not recognize my address and assigned a different causing my package to be sent somewhere else. I never received this order. That address they sent to does not exist and according to *** they claim to deliver it. To who, I do not know. **** spade denies any responsibility and refused to customer service the situation. Even a supervisor by the name ****** blamed me and said there was nothing they could do. So I filed a claim with *** and *** is willing to compensate my loss since they did not return the package to the sender knowing that address did not exist. Now, **** Spade is refusing to complete the *** form sent to them by me and even ***. I have been back and forth with emails and everything is automated.This is truly unfair as I paid for a product I never received.I only want what is fair, either send me the item I ordered to my actuall address or give me a full refund. I've attached the *** claim form and my purchase email. I appreciate your time and assistance.Customer response
05/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me and the matter has been resolved.I was not happy with a call I received from a representative with a condescending tone on how they are replacing the bag but won't do it again, like if I've done this before. Also, still blaming me for entering the wrong address and not taking any responsibility that their system is automated with the addresses the postal service shows. Which is really how my address was wrong. This was my 1st order with **** Spade and it will for sure be my last. I should have just asked for a refund instead. I was not even excited to receive the bag but I got it yesterday evening. I must ssy, a really dissapointing experience.
Sincerely,
***********************
Initial Complaint
05/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered products online from ***** on ******* site. ( I did not know that) I returned the order to the ******** address the company gave me. I paid the *** chargers. This was March 10th. I have called the company several times, and each time they have a new excuse to not give me my money back. Either is because this was not in the system, or because I have to wait for the warehouse in Canad to inform them about the return, etc. I did what I was suppose to do, Their returning process is just terrible, and I need my money back.Initial Complaint
05/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a purse in January 2022 from **** Spade. After a few months of owning the purse, the corner seems came apart. I reached out to **** Spade customer service in December ************************************************************************************************************************************ store credit. I said that I would like to have the refund and they said they began processing that refund and I needed to ship my purse back and they provided a return label. I shipped the purse and it was received by **** Spade on January 17, 2023. It is now May 14, 2023 and I have still not yet received my refund. I spoke with a manager, who took my debit card information and also promised a refund back in January. Again on April 1, 2023 I was told a credit request had been submitted by ***** in customer care. The refund amount is approximately $120.Initial Complaint
05/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I tried to contact someone at **** Spade but can't seem to get to speak to a human being rather than a bot.I made a purchase from the Kate Spade outlet in ********, ** two weeks ago. I want to return one of the items, but I live 1.5 hours away. Can someone please send me a return label so I can return this item?Customer response
06/05/2023
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
05/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On May 8th, I purchased over $200 in product. I went through a Klarna payment plan that automatically put in an old shipping address that I didnt see during the purchase process. I noticed right away after the payment plan and order went through. I called and spoke with three people who told me the purchase was already at the distribution warehouse (in less than an hour, standard shipping? Yeah right) and theres nothing they could do. I was told by the manager that I shouldve noticed the address before I submitted the order. Which was a rude and unhelpful response. Obviously it was a mistake and I dont remember ****** giving me an option to review my address. I have yet to receive an email stating my package was shipped. Its been more than 24 hours. How can they not assist with stopping the package from being shipped when it obviously hasnt been shipped? Only one representative gave me a somewhat helpful response and recommended contacting the courier when the order ships. I feel that the company took my money and didnt care that I would never receive my package. Terrible customer service and a ********************** that will rip you off without consideration of the customer. There needs to be a better solution on their part for when this happens. I cannot be the only person who experienced this mistake.Customer response
06/03/2023
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
04/18/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
False and misleading advertisement. **** Spade ad on FB has bags for under $100. Has a picture of a bag. Click the link, it takes me to ************ Spade website but this bag is NOT $100 it is $129. Rep refused to do a price adjustment.Customer response
04/19/2023
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
03/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a purse from **** Spade on 12/10/22 as a gift for my daughter. Order #***********. I paid $170 for the purse. The second time the purse was worn, my daughter was wearing dark jeans and the dye from the jeans rubbed off on the back of the purse. I have not been able to remove the discoloration. I contacted **** Spade ************* twice by phone. The first time I was told that it was under warranty and given a case number and told to send photos. I did that and received an e-mail stating it wasnt covered. I called customer care again and spoke with a supervisor. I was informed several times we are not responsible for that, its not our fault that happened, not covered under warranty, etc. I made it clear that I was only looking to have the purse cleaned and made usable again. I was told that I could take it to a shop and have it cleaned at my expense. Im sorry.I paid $170 for a purse that is now unusable. A purse that costs that much shouldnt pick up dye from clothing or anything else! But things happen and I understand that. At the very least I expected that **** Spade customer care would offer some sort of resolution and they did not. The supervisor, *****, made it clear that she did not care. Needless to say, I have no intentions of ever buying anything from **** Spade again and I would like others to know what to expect of their customer service. It is absolutely the worst customer service I have ever dealt with. Not sure how they remain in business treating customers the way that they do.Customer response
03/28/2023
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I did a purchase back in October and I've reported I never received the pkg even when it shows delivered. I open a claim and no one got back to me. I cannot be liable for something I never receivedInitial Complaint
02/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased items from **** Spade on November 3, 2022, order ************ None of the items I purchased were Final Sale, all items were eligible for return. I received the items November 11, 2022. I did not like some of the items. I shipped the items I did not like back to **** Spade, unused and unworn, tags still attached. I returned the items using the *** return label provided via ************ Spade website, tracking number ******************* The package was shipped to their warehouse, as the label came directly from them, to address ********************************************************** return package was delivered November 23, 2022, well within the 30-day return timeframe. **** Spade's website says returns will be refunded within **** business days of receiving the return. To this day, February 19, 2023, I have never received this refund.I have emailed and called **** Spade customer service repeatedly, they are like robots. They only repeat "when we receive your return package, we will provide your refund." It was delivered November 23, 2022, using a *** label they provided me, yet they keep saying they never received my package, so they will not refund **** am now without the product, and without the money. This is a fraudulent company.Customer response
03/17/2023
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
02/15/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was trying to place an online order and the website wasn't working properly. I tried to go through chat for help but they didn't help with anything more than basic question. I placed my order on my own and then I found out that instead of my 2 items, they let 8 item charges go through because of the error on the website. I contacted **** Spade and they wouldn't refund me or cancel the order, and my bank could not help me without the company refunding me. My account is in overdraft now and they are refusing to fix their mistake. Order number: ***********, request to cancel number: ********
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Customer Complaints Summary
117 total complaints in the last 3 years.
40 complaints closed in the last 12 months.