ComplaintsforKate Spade & Company

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The end of January 2023 I ordered two wallets and credit card holder wallet (3 items total which were separated into two orders). These were ********* special items which are seasonal items and not available all year. I received an email indicating they were delivered, which they were not. I received one wallet, part of a separate order but not the other two items which were on an order together. I contacted the company 4-5 days after, once confirming they weren't accidentally arriving late. The clerk, while having an accusatory tone as if I kept the items, assured me they would be resent before they ran out of stock. When I received the email shipping confirmation, I noticed the wrong shipping address. I then received an email from **** Spade noting that a business around the block from my house had received the original items and were returning them to **** Spade. I contacted **** Spade to verify which address they reshipped my order to, and it was the wrong address again. They literally told me, "it's unfortunate but we won't reship or help a customer more than twice so next time verify the address with the clerk." They placed the fault/responsibility on the customer and took no accountability. They made the error, failed to verify my correct address before shipping but won't take responsibility. Their company didn't think it was odd that there were two different shipping addresses for the same customer, same city. I understand this takes common sense and even critical independent thinking but for a company with such prestige, one would think that would be standard. So I'm waiting on my refund, never received my product or an apology or an offer to rectify this. They have lost me as a customer and I will never support nor recommend their product to anyone. I think everyone should know how they treat their customers and their lack of concern. I even reached out to the business who received my items hoping to go pick up the items myself.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (order number ***********) with **** Spade. The original item was damaged. The sent a replacement which I returned and was delivered on 1/4/23 under *** tracking number ******************. I have called More than four times inquiring about a refund to my original form of payment. **** Spade issued a gift card for their company. I called 1/27/23spoke with a representative who gave me a case number ******** stating I would receive a refund in 3-5 business days to my original form of payment. As of 2/6/23 the refund has not been processed. When I call **** Spade Im given a different story by every person I speak with. Bottom line the product was received by the company over a month ago. As a consumer I shouldn't have to make multiple calls to receive a credit. Im not asking for anything out of line. I just Want my money refunded to my original form of payment. I do not want a store credit. This entire experience from damaged item to refund has been a nightmare.

  Business response

  02/23/2023

  This issue was already resolved through Case Number: ********. A Manual Refund was issued on Order #*********** in the amount of $188.44 on 2/14/23, at 11:09 AM. -**************** (**** Spade Ambassador) 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/17/22 I ordered a Christmas gift of 3 items for ****** order ***********. The delivery company **** Spade uses states the address was undeliverable, despite another delivery company not having difficulty. **** Spade argued the delivery company had to handle but ultimately returned and reprocessed on 1/10/23 order ************ and that I would have overnight shipping. This did not happen, instead it sat in a processing status while I called and emailed **** Spade for answers. I was finally answered by email on 1/23/23 that an inquiry was opened as to what happened to my order, ********. I was told I would receive an answer within 1-2 days. On the third day I reminded them of the 1-2 day commitment and said *** waited over a month and to cancel the order. I then receive and cancel and reorder of the products order, ************* Today, 1/28/23 it is still sitting in processing. I cannot get **** Spade to either cancel or send the items that have been paid for. Since it is a present for my niece who calls every day I am will for the items to be shipped. If not, cancel and I will send her money. But they cannot hold a package since 12/17/22 without a resolution.

  Customer response

  02/26/2023

  Better Business Bureau:

  The company canceled my order but would not respond to when my funds would be credited. I had to put in a complaint with a third party, ******, who contacted **** Spade and was able to refund my funds this past Friday. 2/23/2023. 
  
  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

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Good morning, I filed a complaint at ***************** identified with the reference number *********, against **** SPADE ********, with the following facts: I made a purchase on December 9, 2022, through the Internet site www.katespade.com for a value of USD $236.60 paid with **** credit card, identified by order ************** and I placed an address for the delivery, but ************ Spade website changed one digit of the delivery address, without me noticing it and the package was delivered, despite that the recipient's name does not match the postal addresse name. The complaint was made through ************ Spade chat service, but they said that they cannot do anything and that they do not have proof of receipt/delivery of the package.

  Customer response

  02/20/2023

  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]

  I have not received any communication from the company, regarding my complaint. Need help with this! 

   

   

   

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

  Sincerely,

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

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order number, *********** was returned back on the Dec the 27th and i received the confirmation email from **** Spade that they have received the purse back on Dec the 29th of 2022. Since then, i have not received the refund even though i have contacted them many times and every time i get a response and a request to wait a few more days. I want the refund for the item that i send them back and they received it. Their promise of refunding is 7 days which is clearly not true. This is unethical business practice which is not expected from a company like **** Spade. They have lost me as a customer forever by following shady business practices and by trying to cheat their customers. All I need is my money refunded asap.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** Spade confirmed they received my return on December 13, 2022. I was supposed to received my refund up to 7 days. It's almost 3 weeks and I still haven't received my full refund. I have called multiply times and they are playing games. I purchased a purse for my mom, and had no idea she ordered same purse. I returned my purse and gave my mom a gift card. I need my money back and not sure why **** Spade won't give me my money back when I shipped the handbag back brand new with tags attached on it. This is FRAUD to keep my money when you have the product back. **** Spade states to please allow up to 7 business days for them to process my refund to original form, so where is my refund? **** Spade lost me as a customer and I'm not a happy customer. Please give me my refund in original form for order number ************

  Customer response

  01/04/2023

  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

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I returned a pair of shoes that were too narrow for me. Free return policy. They received the item on 12/7/22 and I still have not received my money back to my credit card. They keep telling me 1-2 days more or 3-5 days more and it never comes! Then they make me prove that they did receive my return so i sent them their email saying you received the item back over 3 weeks ago. and still no refund. Ive had it!

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  So I purchased a purse for a family member as a gift on DEC 17th, like normal I found a gift and decided to buy it I later received a email that my order was in the works. Then on Sunday I saw it said back ordered I figured itd eventually ship. On Tuesday DEC 20th I received a email claiming the order had been cancelled due to back order and no inventory(pending reimbursement 3-5 business days. So I deceived to find something else I clicked on the purse I was looking at through the email and to my surprise it was still on the website and selling I was able to make it to the payment page after delivery info to purchase the same handbag that they claimed they didnt have in stock, nothing on the website said out of stock. I called and was told to just go in the store or try something else online which is very inconvenient before the holidays. In my eyes with all the proof I have its false advertisement they have been selling a handbag for 2-3 days even thought they dont even know if they have it in inventory. The lady on the phone saw it as well and could only apologize, the kicker is the price was a promotion that they pushed to get people to buy and then when I checked the website today dec 20th its was in there for sale for $20 more then when I order 3 days earlier. How can they sell a item they dont have and sent me emails on Sunday that they didnt have but still have it online for the world to buy even though they dont have it? False advertisement

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ORDER NUMBER: ************ PURCHASED: NOV 4, 2022 I bought a bifold wallet for the amount of $45 + tax.I was charged on Nov 24th and charged again for the same amount on Dec 1, 2022 I called customer service and has given a case number. I have been following up but until now there is NO resolution to my complaint.

  Customer response

  01/13/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding **** Spade & Company has been resolved.
  

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction Date : 12/28/2022 Price : *****+ Tax **** = $81.19 3 Items 1. ****** Large Slim Bifold Wallet 2. Ready Set Bow Pave Mini Pendant 3. Spot the Spade Pendant and studs Boxed set.I called 12/12 due to package still not arrived, they said that someone higher will contact me in 24hours with case number ********. More than 36hrs passed, no one called so i decided to call them back. 12/14, the agent transferred me to a supervisor and all they are offering me is a refund. I refuse to have this resolution as I purchased the items on cybermonday to save because i know the prices will go up.These are gifts that are supposed to be given by 12/16 for christmas party. I told them that they need to compensate me more or send me a wallet, a necklace and earring + necklace set even if its not the same as i ordered but all they want to do is refund me. This is unfair because i could've used the money during cyber Monday elsewhere to get a gift for our Christmas party. They are not willing to extend help and offer another resolution for the inconvenience and problem that they had caused.

  Customer response

  12/15/2022

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

*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. ↩