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Business Profile

Womens Clothing

Kate Spade & Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Womens Clothing.

Complaints

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

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Kate Spade & Company has 20 locations, listed below.

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    Customer Complaints Summary

    • 121 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/15/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 purse in January 2022 from **** Spade. After a few months of owning the purse, the corner seems came apart. I reached out to **** Spade customer service in December ************************************************************************************************************************************ store credit. I said that I would like to have the refund and they said they began processing that refund and I needed to ship my purse back and they provided a return label. I shipped the purse and it was received by **** Spade on January 17, 2023. It is now May 14, 2023 and I have still not yet received my refund. I spoke with a manager, who took my debit card information and also promised a refund back in January. Again on April 1, 2023 I was told a credit request had been submitted by ***** in customer care. The refund amount is approximately $120.

    • Initial Complaint

      Date:05/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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 tried to contact someone at **** Spade but can't seem to get to speak to a human being rather than a bot.I made a purchase from the Kate Spade outlet in ********, ** two weeks ago. I want to return one of the items, but I live 1.5 hours away. Can someone please send me a return label so I can return this item?

      Customer Answer

      Date: 06/05/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On May 8th, I purchased over $200 in product. I went through a Klarna payment plan that automatically put in an old shipping address that I didnt see during the purchase process. I noticed right away after the payment plan and order went through. I called and spoke with three people who told me the purchase was already at the distribution warehouse (in less than an hour, standard shipping? Yeah right) and theres nothing they could do. I was told by the manager that I shouldve noticed the address before I submitted the order. Which was a rude and unhelpful response. Obviously it was a mistake and I dont remember ****** giving me an option to review my address. I have yet to receive an email stating my package was shipped. Its been more than 24 hours. How can they not assist with stopping the package from being shipped when it obviously hasnt been shipped? Only one representative gave me a somewhat helpful response and recommended contacting the courier when the order ships. I feel that the company took my money and didnt care that I would never receive my package. Terrible customer service and a ********************** that will rip you off without consideration of the customer. There needs to be a better solution on their part for when this happens. I cannot be the only person who experienced this mistake.

      Customer Answer

      Date: 06/03/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/18/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      False and misleading advertisement. **** Spade ad on FB has bags for under $100. Has a picture of a bag. Click the link, it takes me to ************ Spade website but this bag is NOT $100 it is $129. Rep refused to do a price adjustment.

      Customer Answer

      Date: 04/19/2023

      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

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 purse from **** Spade on 12/10/22 as a gift for my daughter. Order #***********. I paid $170 for the purse. The second time the purse was worn, my daughter was wearing dark jeans and the dye from the jeans rubbed off on the back of the purse. I have not been able to remove the discoloration. I contacted **** Spade ************* twice by phone. The first time I was told that it was under warranty and given a case number and told to send photos. I did that and received an e-mail stating it wasnt covered. I called customer care again and spoke with a supervisor. I was informed several times we are not responsible for that, its not our fault that happened, not covered under warranty, etc. I made it clear that I was only looking to have the purse cleaned and made usable again. I was told that I could take it to a shop and have it cleaned at my expense. Im sorry.I paid $170 for a purse that is now unusable. A purse that costs that much shouldnt pick up dye from clothing or anything else! But things happen and I understand that. At the very least I expected that **** Spade customer care would offer some sort of resolution and they did not. The supervisor, *****, made it clear that she did not care. Needless to say, I have no intentions of ever buying anything from **** Spade again and I would like others to know what to expect of their customer service. It is absolutely the worst customer service I have ever dealt with. Not sure how they remain in business treating customers the way that they do.

      Customer Answer

      Date: 03/28/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/23/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 did a purchase back in October and I've reported I never received the pkg even when it shows delivered. I open a claim and no one got back to me. I cannot be liable for something I never received

    • Initial Complaint

      Date:02/21/2023

      Type:Product Issues
      Status:
      Unanswered
      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 items from **** Spade on November 3, 2022, order ************ None of the items I purchased were Final Sale, all items were eligible for return. I received the items November 11, 2022. I did not like some of the items. I shipped the items I did not like back to **** Spade, unused and unworn, tags still attached. I returned the items using the *** return label provided via ************ Spade website, tracking number ******************* The package was shipped to their warehouse, as the label came directly from them, to address ********************************************************** return package was delivered November 23, 2022, well within the 30-day return timeframe. **** Spade's website says returns will be refunded within **** business days of receiving the return. To this day, February 19, 2023, I have never received this refund.I have emailed and called **** Spade customer service repeatedly, they are like robots. They only repeat "when we receive your return package, we will provide your refund." It was delivered November 23, 2022, using a *** label they provided me, yet they keep saying they never received my package, so they will not refund **** am now without the product, and without the money. This is a fraudulent company.

      Customer Answer

      Date: 03/17/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/15/2023

      Type:Product Issues
      Status:
      Unanswered
      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 was trying to place an online order and the website wasn't working properly. I tried to go through chat for help but they didn't help with anything more than basic question. I placed my order on my own and then I found out that instead of my 2 items, they let 8 item charges go through because of the error on the website. I contacted **** Spade and they wouldn't refund me or cancel the order, and my bank could not help me without the company refunding me. My account is in overdraft now and they are refusing to fix their mistake. Order number: ***********, request to cancel number: ********

    • Initial Complaint

      Date:02/08/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      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

      Date:02/07/2023

      Type:Delivery Issues
      Status:
      Answered
      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 (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

      Date: 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) 

    Kate Spade & Company is NOT a BBB Accredited Business.

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