Complaints

This profile includes complaints for Kate Spade & Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Kate Spade & Company has 20 locations, listed below.

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• 

  Kate Spade & Company

  2 Park Avenue New York, NY 10016

• 

  Kate Spade & Company

  700 Premium Outlets Blvd Hagerstown, MD 21740-9543

• 

  Kate Spade

  1701 S Lindbergh Blvd # 34 Saint Louis, MO 63131

• 

  Kate Spade & Company

  29300 Hempstead Road, Suite 419 Cypress, TX 77433

• 

  Kate Spade

  56 East Oak Street Chicago, IL 60611

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/07/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction: 9-5-2023 I paid $30 for overnight shipping. 9-6-2023 shipping was delivered without the shoes I purchased. Only 2/3 items were delivered. **************** told me that the shoes were on back order, and that my $30 shipping would be refunded. When i asked for a receipt, the person refused and hung up. I reached out to customer service via chat, and asked for the $30 to be refunded. That rep said shipping cannot be refunded, but he would refund the price of the shoes $61.04. When i asked about the taxes, he said that taxes cant be refunded. He also refused to send me a confirmation email to show the money was refunded. This company is stealing from people.

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February, I bought a pair of sunglasses through **** Spades partnership with FabFitFun. The sunglasses promptly broke. Luckily, they have a one-year warranty on their sunglasses (I read the fine print, and it doesnt say the glasses needed to be purchased directly from **** Spade or anything like that.) I called support for help, and they confirmed that my glasses would be covered under the warranty (even confirming that after I told them I bought them through FabFitFun.) They instructed me to email the support team with pictures. I provided all of that information, but then, the support got wild. One of the reps said that **** Spade doesnt have a sunglasses warranty (I had to send him a picture of the warranty on the website.) Another rep said it wouldnt be covered because I bought it through their partnership, which the first rep already confirmed was not true. After making me jump through hoop after hoop, they just stopped responding. The final rep said someone would reach out, but that was more than 2 weeks ago (email attached).

  Customer Answer

  Date: 09/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction-2/17/23. Cost of transaction $100. Product (purse) was used 2X, product failed-tabs came off purse/doesn't function now/won't close. I just want the product replaced or store credit. I have sent the purse 2x (cost of $40) to 2 different addresses at the company-addressed to the President/CEO-******************* from address on line. Package was sent back twice/says no forwarding address. I also emailed/wrote to *********************, Senior Director/Public Relations on 8/10/23-absolutely no response. I went to an outlet store-they said-no receipt/can't do anything. This was a gift! Also made a warranty claim, they said no receipt-can't do anything-and also said that they can't do anything for wear and tear-this was a brand new purse used twice-no wear and tear as you can see in photos. I just want a product free of defects for the price charged. Horrible customer service/no one has contacted me at all! Seems like they just want your money and don't stand behind their product. This is wrong.

  Customer Answer

  Date: 09/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a scarf from **** Spade made a return they received the return called at least 10 time spoke to two supervisors with no refund since March

  Customer Answer

  Date: 09/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.

   

  They havent reached out to me yet

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

  
  

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** Spade is advertising WORD ON THE STREET: 70% EVERYTHING. SHOP NOWHowever, when you click shop now, you are redirected to a page that says Up To 70% off everything.This is misleading and false advertising as the main advertisement does not say up to and does not have an exclusions clause. I have screenshots for proof.

  Business Response

  Date: 08/16/2023

  These adds were reported and removed. 

• Initial Complaint

  Date:08/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some items from ************ Spade Store with cash payment. When I went to return within the return policy, they told me that the store didn't have enough cash so they would have to mail a check and that it would take 4-6 weeks. Way past the time, didn't receive check. I called the store back and store said there was a mix up with the zip, that they had put wrong zip and they were going to reissue the check. It has been 3 months and I still have not received a refund. The sales associate was the person who initial set up the refund and she was nice, however nothing got resolved as it is past the ***** days that she said the new check would be issued.I believe at this point they should be charged penalties for withholding a good amount of funds for so long as well as the full refund. I believe they should issue the refund ASAP, arranging either to have payment at the store or a check for pick up instead of mailing etc. I would like a resolution sooner than another 2 weeks as should have received the refund 3 months ago.

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding **** Spade & Company has been resolved. Refund has been issued through **** ********. ***** at the **** ********, who would recommend for the role of Regional Director, provided a sufficient resolution.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of shoes from **** Spade on November 26th 2022. These shoes were for pre-order in 2023. I'm not sure of the exact month but it was at least past February 2023. February passed and I did not receive the shoes. I waited for a while because I have shopped with **** Spade for years and I just figured that the pre-order dates got pushed back further than expected. I finally decide to reach out to them yesterday, August 8th. I asked them for the status on the shoes and they said that they could not help me because it's been more than three months since the order date. I explained that this was a pre-order and the shoes were expected to deliver outside of the three month range, so it wouldn't make sense for me to have contact them in 2022. They have continuously told me that the shoes shipped in November of 2022 and they can't help me. The shoes did not ship and as I've told them multiple times, it was a pre-order so they weren't even supposed to ship until 2023. I have screenshots of the shipping tracking information showing that a label was created but the order never shipped. I sent them this screenshot and they said that they still can't help me because it's past the three months. I don't know what else to do. I've also called customer care and received the same templated response. Please help me. Thank you so much in advance and I hope whoever reads this has a great day!

• Initial Complaint

  Date:07/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with **** Spade ****** on November 20, 2022. The order number is KUP00186369. The order included 9 items and the total order value was $3,036.39 US dollars. I kept 3 items and returned 6, following the instructions on ************ Spade ****** website. After not hearing from **** Spade for some time and seeing the return had been delivered I sent multiple follow up emails. I never received a response to my email, so eventually phoned them and after sitting on hold for a very long time I got through to someone. I provided the tracking number showing my return had been delivered to their address. However, they had since changed addresses and no longer had access to the location I sent the return to - even though it was what was listed on their website when I made the return. They said it would take some time to investigate. Multiple months later I received a response saying that "According to our records, your return has not yet been received by our fulfillment center." I made the return according to their instructions, and was able to provide them with proof the order was delivered to them. It is not my fault that they can't find it and I would like my refund prcoessed.

  Customer Answer

  Date: 08/05/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:05/18/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.