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

  c/o Woodbury Common Premium Outlets 269 Red Apple Court Central Valley, NY 10917

• 

  Kate Spade

  4400 Sharon Rd STE 164 Charlotte, NC 28211-3694

• 

  Kate Spade & Company

  18505 Outlet Blvd STE 418 Chesterfield, MO 63005

• 

  Kate Spade

  227 Grant Ave San Francisco, CA 94108

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:01/30/2023

  Type:Service or Repair 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.

  On 12/17/22 I ordered a Christmas gift of 3 items for ****** order ***********. The delivery company **** Spade uses states the address was undeliverable, despite another delivery company not having difficulty. **** Spade argued the delivery company had to handle but ultimately returned and reprocessed on 1/10/23 order ************ and that I would have overnight shipping. This did not happen, instead it sat in a processing status while I called and emailed **** Spade for answers. I was finally answered by email on 1/23/23 that an inquiry was opened as to what happened to my order, ********. I was told I would receive an answer within 1-2 days. On the third day I reminded them of the 1-2 day commitment and said *** waited over a month and to cancel the order. I then receive and cancel and reorder of the products order, ************* Today, 1/28/23 it is still sitting in processing. I cannot get **** Spade to either cancel or send the items that have been paid for. Since it is a present for my niece who calls every day I am will for the items to be shipped. If not, cancel and I will send her money. But they cannot hold a package since 12/17/22 without a resolution.

  Customer Answer

  Date: 02/26/2023

  Better Business Bureau:

  The company canceled my order but would not respond to when my funds would be credited. I had to put in a complaint with a third party, ******, who contacted **** Spade and was able to refund my funds this past Friday. 2/23/2023. 
  
  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

  Date:01/25/2023

  Type:Delivery 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.

  Good morning, I filed a complaint at ***************** identified with the reference number *********, against **** SPADE ********, with the following facts: I made a purchase on December 9, 2022, through the Internet site www.katespade.com for a value of USD $236.60 paid with **** credit card, identified by order ************** and I placed an address for the delivery, but ************ Spade website changed one digit of the delivery address, without me noticing it and the package was delivered, despite that the recipient's name does not match the postal addresse name. The complaint was made through ************ Spade chat service, but they said that they cannot do anything and that they do not have proof of receipt/delivery of the package.

  Customer Answer

  Date: 02/20/2023

  At this time, I have been contacted directly by **** Spade & Company regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  I have not received any communication from the company, regarding my complaint. Need help with this! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  Date:01/24/2023

  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.

  Order number, *********** was returned back on the Dec the 27th and i received the confirmation email from **** Spade that they have received the purse back on Dec the 29th of 2022. Since then, i have not received the refund even though i have contacted them many times and every time i get a response and a request to wait a few more days. I want the refund for the item that i send them back and they received it. Their promise of refunding is 7 days which is clearly not true. This is unethical business practice which is not expected from a company like **** Spade. They have lost me as a customer forever by following shady business practices and by trying to cheat their customers. All I need is my money refunded asap.

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair 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.

  **** Spade confirmed they received my return on December 13, 2022. I was supposed to received my refund up to 7 days. It's almost 3 weeks and I still haven't received my full refund. I have called multiply times and they are playing games. I purchased a purse for my mom, and had no idea she ordered same purse. I returned my purse and gave my mom a gift card. I need my money back and not sure why **** Spade won't give me my money back when I shipped the handbag back brand new with tags attached on it. This is FRAUD to keep my money when you have the product back. **** Spade states to please allow up to 7 business days for them to process my refund to original form, so where is my refund? **** Spade lost me as a customer and I'm not a happy customer. Please give me my refund in original form for order number ************

  Customer Answer

  Date: 01/04/2023

  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:12/29/2022

  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.

  I returned a pair of shoes that were too narrow for me. Free return policy. They received the item on 12/7/22 and I still have not received my money back to my credit card. They keep telling me 1-2 days more or 3-5 days more and it never comes! Then they make me prove that they did receive my return so i sent them their email saying you received the item back over 3 weeks ago. and still no refund. Ive had it!

• Initial Complaint

  Date:12/21/2022

  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.

  So I purchased a purse for a family member as a gift on DEC 17th, like normal I found a gift and decided to buy it I later received a email that my order was in the works. Then on Sunday I saw it said back ordered I figured itd eventually ship. On Tuesday DEC 20th I received a email claiming the order had been cancelled due to back order and no inventory(pending reimbursement 3-5 business days. So I deceived to find something else I clicked on the purse I was looking at through the email and to my surprise it was still on the website and selling I was able to make it to the payment page after delivery info to purchase the same handbag that they claimed they didnt have in stock, nothing on the website said out of stock. I called and was told to just go in the store or try something else online which is very inconvenient before the holidays. In my eyes with all the proof I have its false advertisement they have been selling a handbag for 2-3 days even thought they dont even know if they have it in inventory. The lady on the phone saw it as well and could only apologize, the kicker is the price was a promotion that they pushed to get people to buy and then when I checked the website today dec 20th its was in there for sale for $20 more then when I order 3 days earlier. How can they sell a item they dont have and sent me emails on Sunday that they didnt have but still have it online for the world to buy even though they dont have it? False advertisement

• Initial Complaint

  Date:12/19/2022

  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.

  ORDER NUMBER: ************ PURCHASED: NOV 4, 2022 I bought a bifold wallet for the amount of $45 + tax.I was charged on Nov 24th and charged again for the same amount on Dec 1, 2022 I called customer service and has given a case number. I have been following up but until now there is NO resolution to my complaint.

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding **** Spade & Company has been resolved.
  

   

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

• Initial Complaint

  Date:12/15/2022

  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.

  Transaction Date : 12/28/2022 Price : *****+ Tax **** = $81.19 3 Items 1. ****** Large Slim Bifold Wallet 2. Ready Set Bow Pave Mini Pendant 3. Spot the Spade Pendant and studs Boxed set.I called 12/12 due to package still not arrived, they said that someone higher will contact me in 24hours with case number ********. More than 36hrs passed, no one called so i decided to call them back. 12/14, the agent transferred me to a supervisor and all they are offering me is a refund. I refuse to have this resolution as I purchased the items on cybermonday to save because i know the prices will go up.These are gifts that are supposed to be given by 12/16 for christmas party. I told them that they need to compensate me more or send me a wallet, a necklace and earring + necklace set even if its not the same as i ordered but all they want to do is refund me. This is unfair because i could've used the money during cyber Monday elsewhere to get a gift for our Christmas party. They are not willing to extend help and offer another resolution for the inconvenience and problem that they had caused.

  Customer Answer

  Date: 12/15/2022

  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

  Date:12/09/2022

  Type:Service or Repair 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 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 Answer

  Date: 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

  Date:12/09/2022

  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.

  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.