ComplaintsforKate Spade & Company

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a purse and a wallet totaling near $200 for a Christmas gift. I did not receive these items and received a cosmetic case and information for another buyer. I called and was told I had to send the $50 cosmetic case back and would be unable to received the items purchased as they were out of stock. They stated they would ship the shipping labels to me. I never received these labels. I filed a customer review and was responded with that I would receive a refund in 3-5 business days and did not need to return the case due to covid precautions. I have an email stating when to expect the refund. The refund never came, and I threw away the cosmetic case as it was not something I wanted and had been weeks. I received an email tonight stating that I have to pay for the cosmetic case. I also have NEVER received a refund. I spoke to another representative who stated yes, I have to pay for the item the incorrectly sent me and I dont get a refund for the other items. Then was told that I would receive a partial refund once I pay for the cosmetic case. Im extremely frustrated at being told various things and now Im paying for an item I didnt order but did my due diligence and told them it was incorrectly sent and I dont have the purse nor the refund for the purse I purchased. I get it, I shouldnt have thrown the cosmetic case away. At this point it feels fraudulent. How can you charge my card for something I didnt agree to order? This is what happens to people who call and let their team know they messed up orders.

  Business response

  12/18/2021

  We have completed the refund for ******************, and advised her of this, with an apology for the inconveniences she experiences with this order. There will be no charges assessed against her account.

  **** spade ******** customer care

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I would like to return the items I purchased on/around Black Friday via katespade.surpise.com.I have never purchased anything from **** Spade before. I also did not physically view the 2 items I purchased online (2 handbags). I was taken by the Black Friday prices of the handbags in their online ads. When I received the handbags I was disappointed in both the size and the quality of each. I do not want to say more out of respect for the brand. In retrospect, I probably should have looked at these in person or have been familiar with **** Spade's products before I purchased something from **** Spade online.When I called **** Spade customer service, I was told I cannot return the items. I asked the ** person/*****, to take my name and number and have a manager call me. I have not heard a peep from **** Spade since that conversation last week.I would like to return the bags for a refund as I cannot use them. I am a business owner myself for 23 years and I feel my situation and request is a reasonable one. I also wouldn't drop the ball on a customer or client I had a transaction/interaction with.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This occurred on November 27th 2021 around 6pm in the **** Spade Store in ************** *******. My family and I were waiting in line to purchase, when a rude employee kept asking my mother to move and allowed a number of other customers to cut in front of her. She then proceeded to ask me and my autistic son to move with such a disgusting attitude. When we tried to say anything back, she rudely kicked us out of the store, cause me to have an anxiety attack where I couldn't breath or stop crying. I have reached out to ***************************** who has only replied once to my email and was full of empty gestures. I am sickend by the way my family and I were treated at a company we shop at quite often online and in person.

  Business response

  12/09/2021

  This has been resolved under RID: ********. The ************** Senior Store Leader has already reached out to the guest on 11/29/21. -**************** (**** Spade Ambassador) 
  
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a pocketbook and wallet from katespade.online store. I decided to return the both the pocketbook and wallet . On September 10th,2021. At which I noticed there was no return label or itemized receipt in the box. I called Katespade and requested a return label. A return label was emailed. I returned the pocketbook and wallet on September 13,2021. The receipt said the items weighed **** pounds. A week or so later, I received a partial refund. I waited another week before calling because I thought that was how they refunded. Another week went by .Then I realized after reading the return email that they only acknowledged the pocketbook and not the wallet that I returned. After calling for weeks and being told different information, I was told the box only weighed **** pounds. I have tried to submit to them my proof and tracking information to no avail. Finally a supervisor , ***** promised to return my money on October 18th, 2021. It is now October 29th, 2021 and I am calling again to find out why kadespate will not refund my money. I have been on the phone with kadespate for another hour. I am now being told the same information by another supervisor we will get it processed. I dont know why your last return process was canceled, but you should be getting an email from kadespate to confirm your refund then and 3 to 5 days return to original payment. I have been trying to get my money back for almost two months. October 29th, 2021, I was given another reference # ****** by a supervisor named ******* who promised the same thing as *****. That I will receive a email regarding the refund with in 48 hours and then another 3 to 5 days for a return to original payment.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  07/28/2021 - purchased 2 laptop top zip tote bags from Katespade and paid extra for them to be gift wrapped. When the package arrived on Saturday there was only 1 bag inside with out gift wrapped. Box outside said package 1 of 1 . **** mail service marked it as delivered . I called customer service to complain and request for refund . Person I spoke to said money will be refund in 3-5 business days. On Monday (August 2) I received an email saying good news credit for 6$ processed. This is the price of 1 gift wrap. I called them again and lady said she will process again. I asked to speak to supervisor and she said it will processed that afternoon . I got another email in the afternoon saying credit processed for 6$ . To date I have not received any email regarding my 300$ + money I spent for the bag . I haven’t seen the credit for 12$ either.

  Business response

  08/04/2021

  The $12 gift wrap refund was processed on 8/2/21, and the guest was notified via email at that time. The remaining $268.20 (plus tax) for the missing product was just processed today, 8/4/21 (through ID: ********), and the guest will be notified via email within 24 hours. Please note that it may take up to one full billing cycle for all refunds to appear in the guest's account depending on her financial institution. -Marisa G. (Kate Spade Ambassador)

  Customer response

  08/05/2021

  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. ↩