ComplaintsforKate Spade & Company
Womens Clothing
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Complaint Details
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Initial Complaint
12/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received a Roulette Messenger Bag from **** Spade for Christmas 2021. In November 2022, the strap broke where it connects to the purse. I contacted customer service via email and they were able to locate the order and told me a label would be sent to return the purse for a credit under warranty since this bag was "no longer a style they carried". I waited for a week and did not receive the label. I contacted them again and they responded that they were sending it again but this time referenced an old email. I responded that this was not a valid email and they responded I should go to a store. I responded again that I needed it sent to the correct email address and I was told I needed to send documentation regarding the purse. I responded again that I had and provided the reference numbers from previous emails. This went back and forth for another 4-5 days and I finally decided to go a different route and contact customer service using the chat. The agent did not want to help me but after I explained the situation and gave her all of the reference numbers from previous emails and she said she would email me the information. Well I received an email from her stating the purse was not covered under warranty. I have documentation from previous emails that state it is covered but no one sent the label to return and then I have another agent who is saying it isn't covered. Now I still have a purse that is defective and unusable and should have been covered under warranty but I can't even get someone to send me a label so I can return.Customer response
12/28/2022
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. A credit was issued for the damaged item.
Sincerely,
*************************
Initial Complaint
12/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a purse from **** Spade on November 29th and recieved it on December 6th. I accidentally ordered the wrong purse. I ordered a medium size purse and I actually thought I ordered the small. This was going to be a Christmas present for my teen daughter and so the medium is too big for her. I reached out to their customer service the same day after immediately opening the box. I wanted to exchange it for the small or return it so i can repurchase the small. They said I was not allowed to do either because my 7 day return period was up. I said I just got the package today!!!?? I should have 7 days starting when my packaged was delivered not 7 days since purchase! I then continued to ask them for the same promo code I used when I bought the purse so I can atleast use the code to purchase the smaller purse and they said the they couldn't do that either. What can they do for their customers? It doesn't seem like they care about customer satisfaction at all! Now im stuck with this purse that wasnt cheap by all means! I've been waiting for someone from their management ***** to reach out to me regarding this issue. The customer care agent told me he is passing my case onto a higher up person and that they will most likely help me with this but I have yet to hear from anyone. No surprise! I am either asking for a refund for this inconvenience or the promo code I asked for. By other reviews that I read online I do not feel comfortable sending this item back through the mail for a return. Alot of people say they are still waiting for their money. I want to return it to the actual store. I just need a return slip.Initial Complaint
12/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a bag from **** Spade during their black Friday sale. After a week they cancelled the order. They claim that this is because they are out of stock - but the website claims that this bag is in stock. I am assuming they didn't intend to sell the bag at this price, but this is false advertising.Customer response
01/02/2023
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
******************Initial Complaint
12/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am reaching out regarding order ***********. I ordered these products online and have ordered many orders from KS in the past. I received this item and it is HORRIBLE quality. Cheap, thin, just something I would not expect KS to sell. I reached out to them and as it was final sale, I offered to exchange it for something else. They sent me three canned responses basically saying they would not take this item back as it is final sale. I have ordered items from KS before at final sale and have never had an issue. Because this was clearly a bait and switch and they thought they could give me this cheap, not what I ordered bag with no consequence I have now found myself disputing this charge with my credit card company. I did want an exchange but now I want a full refund and I will simply never shop with this merchant again.Customer response
01/01/2023
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
11/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Tried to order 2 Kiki Sequin Convertible Wristlets. Online price for Cyber Monday is $40. When I put them in my cart- the price is now $79 each. I called their customer service line and the reps says because its after midnight and the sale is over. I said its only 11:16pm and they have to honor the price thats advertised. The rep wanted me to buy at the $79 price and then give him the order # and would try to issue a credit back. I asked if he could just take my order over the phone and charge me the $40 price and he said he couldnt because it comes up as $79. I would like to buy the 2 bags at $40 each thats advertised online. I have a picture of the bags price and a time stamp on my computer.Customer response
12/24/2022
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
11/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On December 21, 2021, I placed an order at **** Spade for a purse (Order #********). Less than a year later, the purse had broke and I reached out to the company to see what my options were. They offered to provide me either a refund or replacement. Although I just wanted a replacement, the purse was out of stock so they offered me a refund. I had asked them to give me store credit since the card I used to purchase the purse had been closed due to fraudulent activity. They agreed to give me a store credit. I returned the purse and followed up on the store credit, and eventually learned that they had credited my MasterCard (which I told them had been closed). I contacted my financial institution who said that they did not get the credit from **** Spade, and that I should follow-up with them because it would have been bounced back to them since my credit card was closed. Since then, I have been getting the run-around. I simply want either a store credit (preferably) or a refund (but not sent to my closed credit card account). I have attached the history of all my correspondence with them, and have also tried speaking to them by phone.Initial Complaint
11/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
False promotion. I place an order online (#***********), while an extra 20% discount promotion was on. I did not realize that the promo code was not applied until the order was delivered. The customer service refuse to adjust the price using their 7 days policy as excuse. However, it took more than 7 days to receive the products, and the charge appeared on my account.Customer response
11/27/2022
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
*****************Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a purse from **** spade on 8/22/22. I ordered the wrong color and asked to change it. I was told the order couldnt be changed after it was placed but I could use the included return label and return it for the color I wanted. I then informed them that I didnt receive a return label. They said they were having trouble with their system and they would send me one as soon as they could. I never received one so I reached out again and they stated they would re-request for a return label to be sent to me via email. Asking for a return label to be sent to me started on 9/6. After going back-and-forth with them I finally received a return label on 9/20/22. I shipped the package back and it was received by them on 9/23/22. I had heard nothing so I checked back in and on 10/10/22 I received an email that said I was being refunded $119 in any applicable taxes to my PayPal account and to give it a couple days to show the refund. I never received the money so I reached back out. On 10/17/22 I was told That my refund of ****** was put on an * gift card on 9/29. I never received it. I was told to check my junk mail which I did and I never received the e gift card. I verified they had the correct email address and still did not have the * gift card in my email. On 10/18 I received an email that they were trying to work on a timely resolution and that my read fund should be posted to my account Within 3-5 business days. I reached out again to say that I never received a refund to my PayPal account nor did I receive an * gift card to my email. I reached out again on 10/23 to see if there was an update to the situation. I was again told that $119 plus applicable taxes were put on an * gift card and sent to me on 9/29. I received a response that was the exact same email I got when I first contacted them about the situation. As of the last email there was no mention of my refund and no follow up. nor an * gift card.Customer response
11/18/2022
Better Business Bureau:
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
10/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a purse online from them on September 22, 2021. I did not receive it until September 28, 2021. On September 24, 2022 I contacted them about the handles fraying and sent pictures of the damage. They said I was not allowed any coverage under their limited 1 year warranty. I escalated the matter and they sent me an email stating they granted a one time exception and they would send me a *** shipping label for me to return the purse. Once they received the purse they would issue an e-credit for the amount of the purchase price within **** business days. I did as instructed. I sent the purse back and the *** tracking states they received it on September 30, 2022. I have still not received my e-credit. When I emailed yesterday I kept getting the run around. First reply said I was not entitled to a refund and referencing the incorrect purse. I resent my request again and they then replied they would look into it and want me to wait another **** business days on top of the 12 business days I have already waited since returning the purse.Customer response
10/28/2022
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,
***************************
Initial Complaint
09/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased a purse on 8/10/22 and returned for refund. Called several times to get a return label & was told not to worry I would get a refund but it may be slow because they had a change in their system. The label was finally received after several calls for order #*********** & returned to them immediately on 9/9/22 and I am still waiting for a refund to my PayPal acct. They tried to issue a gift card but that was not disclosed during the return process & our conversations. They keep assuring me that the gift card was going to be devalued & I would get a full refund. I've been told on 2 separate occasions that I would receive my refund in 3-7 business days but we're way beyond that. I received this in my email on 9/13/22. We received your return Your return package from order # *********** has arrived in our distribution center. please allow up to 7 business days for us to process your refund to the original form of payment.Business response
10/13/2022
The gift card that the guest was issued for her return has been successfully devalued, and a full refund in the amount of $147.34 was issued to her PayPal account on 10/5/22. This has been resolved. -**************** (**** Spade Ambassador)Customer response
10/14/2022
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,
****************
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Customer Complaints Summary
117 total complaints in the last 3 years.
40 complaints closed in the last 12 months.