I am elderly and have bought many purses through the years. I cannot recall an of my purses having a defect. However, my $379 Kate Spade handbag, ordered on-line, arrived with a broken zipper. What a disappointment. I was surprised and delighted to learn that the coronavirus did not shut down their.Customer Service Department. It remained open 24/7. I talked to a number of employees, and they were all professional and polite. Within a week, I received a high quality, non-defective handbag. However, it took a couple of weeks to obtain a return label3 calls and 5 emails later. Kate Spade requires that returns are handled through UPS, which was a 40-mile round-trip drive for me. The USPS is only 3 miles away for me. Since all worked out in the end, I hesitated to write a negative review. I really like the second purse. It is well made; and as all Kate Spade products, it is simple, eloquent, and functional. However, I thought others would want to know that Kate Spade needs to improve their quality control department. I cannot figure out how a defect, as obvious as mine, ever made it out of the factory. For my trouble, the company did offer me a 15% off coupon for a future order. Should I use the coupon, It would cover the expense of the 40-mile drive to return it. However, I may not buy another Kate Spade product on online again. I want to be able to examine zippers/stitches/etc. before I spend a lot of money.
Review by Netherhayes3 months ago
I ordered on a Saturday - I called within 5 minutes after ordering and that could not cancel. The first excuse was the transaction was not loaded yet. I called back and said was too late already in shipping on a saturday. She would email and try to stop. What a ridiculous excuse. The transaction was in pending and they can not ship out til monday. Big scam. I will never bad from them again.
Review by Eliotte4 months ago
PLEASE READ MY STORY. After a horrible two months of back and forth contact between myself and Kate Spade's customer service via email and phone service, I decided to tell my story here to warn everyone! On December 2nd 2019, I placed an order total of 148.37 USD currency, which then translated (via Via credit) to 201.76 CAD. As you may know Visa does charge a rate for currency exchange, so we can assume approximately $5 CAD (plus or minus 2) from the 201.76 being a Visa charge. So lets assume my order was about 195 CAD paid to Kate Spade. On December 13, 2019, I received an email that the package had arrived in my located city, BUT the carrier' stated they were unable to locate my address. Upon double checking, there was NO ERROR with my address and I have delivered to it with multiple websites. This email also stated that they sent the package back automatically, and I should allow 5-10 business days for the refund to be processed. That same day I spent an hour and a half on the line with customer service, being told I have to replace my order. Lets keep in mind these were all Christmas gifts for my friends and family. As the representative on the phone had issues with her computer, I had to place the order again myself, with 3/4 of the items SOLD OUT. My sister would not get the purse she dreamt of. I then placed another order for 3 items, which was processed and delivered to a different address- so lets leave that order talk behind. On December 21, 2019, I emailed Kate Spade asking for an update on the refund process. They then replied asking for an order number, and when I sent it, I received NO answer. I proceeded to call Kate Spade on December 30, 2019. This is how my three phone calls went First call: I selected the refund option, was told I had the wrong number, was given another number, called that number and it was the SAME number I used to get to them in the first place (the standard customer service number). Second call: I went straight to the refund category again, told the person what had just happened, they were confused, so I decided to move on and tell them my issue with the refund, they said they will forward me to their supervisor, then HUNG UP IN MY FACE. Third call: went straight to the refund category and asked to speak straight with a supervisor, then the guy HUNG UP IN MY FACE without a word. Being furious and tempted to dispute the charge via Visa, I decided to wait a couple of days and call again. Upon trying again, the lady was very helpful (named Britney), and said that they actually never received my package at the USA shipment hub and that she had made some calls and such and that all should be good and I should receive an email within 5-10 business days, with my refund being processed. So I waited. On Tuesday, January 21, 2020, I received an email about my refund being processed and that I should receive it in 3-5 business days. On January 22, 2020, I received a refund of total 182.02 CAD. This didn't seem right considering the calculations I stated at the beginning of this message. So, I emailed them stating that for an order charged 201.76, I only received 182.02. They replied to me saying I should have received 148.37 USD refund but they supposedly sent me 150.14 USD refund lucky me lol.. not. But, with a currency exchange of 150.14 USD, that should total around 197.48 CAD as of right now. When I confronted them via email with these calculations, they, not once, but twice redirected me to call Visa with my concerns, and then provided me with a 15% off coupon for Kate spade (valid for only two weeks) for all the confusion. Today, January 27, 2020, I decided to call Visa before I make any false accusations. Visa said Kate Spade refunded me 143.24 USD. Which is NOT the 150.14 USD they so claimed to have refunded me. Fortunately Visa has impecable customer service, and they refunded me the remaining 6.90 USD which totalled 9.15 CAD. Had this amount been larger than $50, I would have Visa disputed Kate Spade right now. Actually, I should have Visa disputed them from the beginning. I am a full-time university student with a part-time job that not only had to waste so much time on this, but was down 200.00 CAD for almost 2 months. 9.15 CAD may not seem like much, but it is the principle of the matter. I feel disrespected as a customer, and as a person.
Review by Thunt4 months ago
I will never purchase Kate Spade. I had waited for a KS handbag. My daughter bought a leather wallet for Christmas and my husband thought he got the leather crossbody to go with it. I talked to customer service 3 times and drove over 2 hours two different times. I was told I could return for what I wanted at the KS outlet in Cincinnati. After tell me I can exchange they say " oh we can't exchange that
It wAs bought in the surprise sale". I have explained that each time. I am so upset, I waited forever and no I have a missed matched purse and wallet. I will go with a different line I am o we KS
Review by Madisynn5 months ago
Above and beyond service. The highest level of professionalism and efficiency. Staff is personable and reliable.
Review by Alejonevada5 months ago
If only Kate could have more international shipping options! Their products are great and I will certainly try to order again but the shipping price will certainly break the bank.
Review by Jotun Elem5 months ago
They don't care if you have a legitimate concern about a purchase. I sent several emails voicing my concern and haven't received any response or acknowledgement of having read my emails. Will never shop rhere again.
Review by Jokerop6 months ago
Tried to use my e-gift card to purchase online and it deducted the amount from the gift card but the order was not placed due to network error. Still waiting for refund since 2 weeks and the service is horrible.
Review by Verlenxer6 months ago
Ordered two items on-line and they were immediately labeled as shipped. After a week I checked with the carrier and they had never received the items for shipping. I contacted Kate Spade and after numerous calls and getting a lot of run around, I was told the items are out of stock. I requested a refund. I was told it would take 48 hours to process and 3-5 business days for the credit. I called back 3 different times and got the same answer over a 3 week period. It has now been well over a month and still now refund. I have been forced to claim FRAUD and ask PayPal to force a refund of my money. This is the most dishonest process I have ever seen. Clearly no intention of returning my money on items I never received. Stay Away from this company.
Review by TaoTibetan6 months ago
They will say anything to make a sale. They will guarantee anything. Don't believe them they are LIARS, and they get away with it because they don't have any people to complain to. They use a website as a blocker. Buy at your own risk should have to be visible on their website. If your order does not arrive, you're on your own Good Luck!
Review by SilverSage Kiripatea6 months ago
Kate Spade is a horribly run business. Take orders on Black Friday and Cyber Monday and then can't ship items. Still continue to promote sales, take orders when they know they can't support the volumes. Placed and order on 12/2 they cancel the item on 12/11 only for me to go online and I can order the exact same thing. Customer Service is a joke, they can't do anything and tell me the bag is out of stock with I am looking at my computer and the item is in my 'bag' waiting for me to check out. They are totally full of sh*t. I will never purchase Kate Spade again. They have lost a long and valuable customer. If I could give 0 stars I would.
Review by Hizzy6 months ago
Bought a purse that came damaged. The leather is rubbed off and there's scratches all over. Attempted to get on chat with a customer rep and they were ABSURDLY rude. She essentially ended the chat on me, in the middle of me typing. I was told my only options were returning the product for a refund, or keeping it as is. So that's what your money will get you folks.... damaged goods, rude representatives, and no options to fix it really. I don't want to return the item, I wanted one sent to me that wasn't $#*!ed up. That's not a lot to ask for, considering that Kate Spade is a LUXURY brand. I'll never be buying anything from them ever again. Sad that they focus on doing whatever they can to take your money, rather than the quality of their goods.
Review by Abhida6 months ago
I order the Mulberry Street lise and a bangle. When I open my order both items were incorrect. I contact Customer Services and they only say sorry for the inconvenience. Then, they said that the item is out of stock. They can not help me, I have to return the item and they will refund my money. Which, I have to wait for more than 30 days because they messed up. On top of getting the wrong item, they are not even willing to send me a similar purse. If I want a similar purse, I will have to buy it. I really was not expecting this from Kate Spade. I love the products, but things like this makes me not buy from Kate Spade no more. They need to train their reps to help members and find solutions. I'm so disappointed with all this. It seems that they are in a rush to get out of the chat or call and do not appreciate our time and money we put into buying their products. It is so sad to experience this.
Review by QuocHung6 months ago
Placed an order on 11/19/19 for a tote with a price that seemed to good to be true. A Christmas gift for my wife. On 11/29/19 I get a confirmation email telling me that they are getting my order ready. On 12/7/19 I get an email telling me my order has been cancelled. On calling customer service I am informed my order was cancelled because the item is out of stock. Apparently it takes Kate Spade over a week to determine they have sold more items than they actually had? When I ask if I can get the tote in the other color that was advertised for the same price on 11/29/19, I am informed that the sale has ended. But, I am encouraged to visit the Kate Spade website and purchase something at full price. To me this sounds like the old "bait and switch!" In my opinion, a very lousy way to treat customers!
Review by Carlescia6 months ago
I ordered a handbag as a Christmas Gift for my daughter on Dec. 2nd. It arrived 2 weeks later but was defective. I contacted the company and they said they would send out a replacement and guaranteed that it would arrive within 5 days. I shipped the other one back and when the new one didn't show up, after a week, I again contacted the company. After being placed one hold for over 1/2 hour I finally got through to an employee. I was first told that the item was now out of stock and they would give me a credit for the amount (I had purchased it on sale and was now not able to find another one at the same price and it was 2 shipping days before Christmas). No one had ever contacted me to let me know the order wasn't sent. While on the phone I checked their website which was showing the item available but it was no longer on sale. I told the person I was speaking with it was available on their website and she suddenly changed her story and said it was backordered (which was not true either as I later was told they could overnight it to me). Even with overnight shipping it wouldn't arrive in time for Christmas and they still wouldn't give me the entire discount I had originally received. So, despite having ordered the handbag at the beginning of Dec., I now have no gift for my daughter for Christmas.
Review by Paratee Catnip6 months ago
the piece itself is very nice and just as pictured. however, i have had so many issues with this order and no one absolutely no one with kate spade customer service has done anything to assist or help me (the customer) with these issues.
i have ordered this piece 3 times and paid for it 3 times (including express shipping) and finally received one. i am seeking refund and updates on the other two fully paid transactions.
the first was ordered on 12/09 and attempted to be delivered on 12/13. seeing as the delivery was attempted after hours or on a weekend to a business address, the delivery was refused by security. i received an update that this package was being returned and rerouted back to the sender. upon seeing this, i immediately replaced the order again in hopes to get another one on the way before the holidays.
i placed the order online and used my paypal account to pay this time. i realized the address connected on my paypal profile was my old address and a different complex.
i immediately called kate spade after realizing this to see if we could update the address or cancel the order... as well as to check-in on the returned item. i was told the address could not be updated or changed by them nor could the order be cancelled, as it was already processing. which i find hard to believe seeing as the order had not yet shipped.
i was also told once the original necklace was returned by the postage service a refund would be applied. this has still not happened to date (01/02).
a "request" to update the address on the second order was submitted but never completed, the package was in-fact delivered to my old residence where there is no occupant in the unit. i contacted the apartment complex in an effort to get the package returned to sender or to come pickup myself. the tracking shows the package was "delivered to door".
when i contacted kate space about this (yet again) i was told (yet again) that i would need to contact the postal service to reschedule a delivery. the postal service is saying the sender has to make the request, but that package cannot be redelivered as it was already delivered.
after this, in much frustration, i placed the order (yet again) with kate spade.com i had the item shipped directly to my mothers house for christmas. the package arrived and was received on 12/24 just in time.
i wanted to let the holiday's pass before revisiting all of this with kate spade. i reached out today regarding both "lost" items. i was told i would need to contact the postal service again, i am being told by the postal service the sender (kate spade) must contact them for any changes, insurance claims, etc.
i am getting the runaround from both kate spade and the postal service. however, i am the kate spade customer and would appreciate some assistance with this matter asap.
kate spade customer service and customer service supervisors have been absolutely no help in any way. i was told by both that "i was the sender and woudl have had to return the items with a return label to them directly" how am i supposed to do this when i have no access to the items and have never even touched them?
ultimately, i have paid over $275 for a $75 necklace. i am still out and owed $150+ for the items not received and that there "not allowed" to be cancelled/updated after being ordered.
if someone could contact me or provide contact details on how to resolve this it would be much appreciated. i would highly recommend kate spade products, but their customer service, care, support and ability to revise orders if definitely lacking - big time!
Review by Sluggn7 months ago
Do not buy from their website, once you pay you are no longer valued by customer service. I'm still waiting for a refund from a purchase made over 30 days ago.
Review by Vause7 months ago
Item placed over a week ago still no updates on shipping. Customer Service is HORRID! No longer will KS receive my business!
Review by Obasola7 months ago
Ordered a bag on thanks giving spoke to the most disrespectful rep her name was Desiree she was not caring to provide right resolution ..and when asked to transfer the call to supervisor mentioned that all sups are busy and will call back in 2 business days. My item is not delivered and no refund after 6 calls and counting .. hats off Kate spade
Review by Goff Mihic7 months ago
Never experienced such horrible customer service. ordered dec 2,2019 was supposed to be here by dec 13, 2019. the tracking didn't even work but estimated showed dec 13. called them and they sounded like they didn't even care. Gave me a run around and said we will get back to you. A joke that i even paid for faster shipping and i needed this by a certain date.
Review by Juanez Derrow8 months ago
I've ordered twice from them. They say orders cannot be cancelled as the shipping process begins immediately. Several days later both orders were cancelled.
They also said it happens rarely yet I'm 2/2.
Clearly they don't track inventory and give zero Fs about screwing over customers.
Review by Jonissimo8 months ago
they are taking almost 3 weeks now for me to get my package. No real apologies. Says they will reship it.
Review by Rollason8 months ago
Ordered on Black Friday. Two weeks later they tell me they can't fulfill my order. The offered me discount code that doesn't work and was given to any and all shoppers, lol. Horribly run and I hope no one purchases anything from them ever again.
Review by Longyong Peimli8 months ago
I ordered two purses as gifts for my mother an my aunt. Only one arrived. Online it says both were shipped and gave a single tracking number. That package contains only one bag, the Janine. I called customer service this evening and spoke to a representative who said she "couldn't see what I was seeing" (when I referenced the kate spade website and status/tracking, but that the second bag hadn't shipped yet but would. When I pressed for a date, she said it was scheduled to ship Monday or Tuesday. She did not provide any confirmation numbers, but said I would receive confirmation when it shipped in my "SPAM" folder to which i said i will receive in my normal folder because i have kate spade emails as safe, to which she laughed!
She was quite unhelpful, and borderline rude on the phone. She was clearly annoyed that i had called. told me details would be in my spam folder (they won't, I've shopped quite a bit with Kate Spade and have added the company to my safe senders list) and didn't provide details including shipping details until I specifically requested them.
She said she didn't know anything else and didn't know what i was referencing she can only see on her side it says item will be "SHIPPED" on Monday or Tuesday. I was still nice and told her thanks for help. She just hung up.
Since she wasn't much help: didn't provide any confirmation numbers, so when she hung up, I signed into the chat on the Kate Spade website. The chat agent i spoke with told me the order had "just" been canceled due to being backordred. There was a difference of 5 minutes, one associate said it would ship monday, As soon as I hung up with her, the order was apparently canceled.
What type of customer service is this? The chat agent even hung up on me, didn't wait for me to type a response etc. Look at this saved transcript:
Shaeyla (12/8/2019, 4:50:39 PM): Hi! I'm Shaeyla. What can I help you with today?
Shaeyla (12/8/2019, 4:50:46 PM): Hello
Me (12/8/2019, 4:51:13 PM): HI, on order # 138**** it shows both items were shipped hoever i have only received one item
Me (12/8/2019, 4:51:35 PM): bixby place medium satchel, chocolate cherry, medium bixby place medium satchel style #: WKRU6158 Size: - color: - Status Shipped Tracking Number 1Z**********07 1 $**.00
Me (12/8/2019, 4:51:43 PM): janie medium tote, nchtcp/rnd, medium janie medium tote style #: WKRU6264 Size: ONE SIZE color: nchtcp/rnd Status Shipped Tracking Number 1Z**********07 1 $**.00
Shaeyla (12/8/2019, 4:51:43 PM): For security purposes, may I please have you verify the full billing name and address on the order?
Me (12/8/2019, 4:51:49 PM): *** *****
Me (12/8/2019, 4:51:59 PM): ********************
Shaeyla (12/8/2019, 4:52:23 PM): Thank you. We have matched your complete billing name and address to the information on file.
Shaeyla (12/8/2019, 4:54:21 PM): Okay, It looks like the Bixby Place Medium Satchel was cancelled.
Me (12/8/2019, 4:54:32 PM): why would it be cancelled?
Me (12/8/2019, 4:54:37 PM): i didn't cancel it
Me (12/8/2019, 4:54:44 PM): i called and i was told it will be shipped on monday or tuesday
Me (12/8/2019, 4:54:50 PM): monday or tuesday
Shaeyla (12/8/2019, 4:54:51 PM): Due, to being back-ordered.
Shaeyla (12/8/2019, 4:54:59 PM): Is there anything else I may assist you with today?
Me (12/8/2019, 4:55:01 PM): when? I was not communicated about this?
Me (12/8/2019, 4:55:09 PM): no thats a problem
Me (12/8/2019, 4:55:16 PM): what type of cusrotmer service is this?
Me (12/8/2019, 4:56:00 PM): you haven't assisted me at all? if something was cancelled shouln't I have been notified and also when i called today I was told it will be shipped on monday or tuesday by one of your agents like less than 10 minutes ago
Shaeyla (12/8/2019, 4:56:09 PM): I do apologize, however I do notice this item was cancelled as of now due, to being back-ordered.
Shaeyla (12/8/2019, 4:56:16 PM): Is there anything else I may assist you with today?
Me (12/8/2019, 4:57:09 PM): did you read my message? I just talked to some one form kate spade on the phone 10 mins ago and she said it was being shipped it it has been cancelled give me a cancallation number
Me (12/8/2019, 4:57:22 PM): i would like a confirmaiton that it was cacnelled and my money is being refunded
Shaeyla (12/8/2019, 4:57:26 PM): Yes
Me (12/8/2019, 4:57:31 PM): this is really aweful customer service
Me (12/8/2019, 4:57:34 PM): aweful
Shaeyla (12/8/2019, 4:58:27 PM): Yes, you should be seeing your money back on the same form of payment you use for the order within 3-5 business days.
Shaeyla (12/8/2019, 4:58:33 PM): Is there anything else I may assist you with today?
Me (12/8/2019, 4:58:44 PM): you didn't really answer my question about confirmation.
Shaeyla (12/8/2019, 4:58:50 PM): Thanks for chatting with us here at kate spade new york! Have a great day!
Review by Onedollar Aldosari8 months ago
i ordered from katespade.com a pajamas and i didn't receive it on time. the dishonest customer service told me if you don't receive on certain date you can keep it and we will refund you. so I called them and they told me we will give you a credit within a month. After a month I called them that I didn't receive the credit yet and they told me wait another month. Basically I never receive the credit and I called the supervisor Mr. Will to follow up. He was very very unprofessional and told me we won't give your money back. It seems not only the customer service but also the manger is very dishonest and very unprofessional . Avoid shopping from katespade.com you will regret