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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/07/2022

      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 bag from **** Spade during their black Friday sale. After a week they cancelled the order. They claim that this is because they are out of stock - but the website claims that this bag is in stock. I am assuming they didn't intend to sell the bag at this price, but this is false advertising.

      Customer Answer

      Date: 01/02/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/05/2022

      Type:Delivery 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 am reaching out regarding order ***********. I ordered these products online and have ordered many orders from KS in the past. I received this item and it is HORRIBLE quality. Cheap, thin, just something I would not expect KS to sell. I reached out to them and as it was final sale, I offered to exchange it for something else. They sent me three canned responses basically saying they would not take this item back as it is final sale. I have ordered items from KS before at final sale and have never had an issue. Because this was clearly a bait and switch and they thought they could give me this cheap, not what I ordered bag with no consequence I have now found myself disputing this charge with my credit card company. I did want an exchange but now I want a full refund and I will simply never shop with this merchant again.

      Customer Answer

      Date: 01/01/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:11/29/2022

      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.
      Tried to order 2 Kiki Sequin Convertible Wristlets. Online price for Cyber Monday is $40. When I put them in my cart- the price is now $79 each. I called their customer service line and the reps says because its after midnight and the sale is over. I said its only 11:16pm and they have to honor the price thats advertised. The rep wanted me to buy at the $79 price and then give him the order # and would try to issue a credit back. I asked if he could just take my order over the phone and charge me the $40 price and he said he couldnt because it comes up as $79. I would like to buy the 2 bags at $40 each thats advertised online. I have a picture of the bags price and a time stamp on my computer.

      Customer Answer

      Date: 12/24/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:11/17/2022

      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.
      On December 21, 2021, I placed an order at **** Spade for a purse (Order #********). Less than a year later, the purse had broke and I reached out to the company to see what my options were. They offered to provide me either a refund or replacement. Although I just wanted a replacement, the purse was out of stock so they offered me a refund. I had asked them to give me store credit since the card I used to purchase the purse had been closed due to fraudulent activity. They agreed to give me a store credit. I returned the purse and followed up on the store credit, and eventually learned that they had credited my MasterCard (which I told them had been closed). I contacted my financial institution who said that they did not get the credit from **** Spade, and that I should follow-up with them because it would have been bounced back to them since my credit card was closed. Since then, I have been getting the run-around. I simply want either a store credit (preferably) or a refund (but not sent to my closed credit card account). I have attached the history of all my correspondence with them, and have also tried speaking to them by phone.

    • Initial Complaint

      Date:11/02/2022

      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.
      False promotion. I place an order online (#***********), while an extra 20% discount promotion was on. I did not realize that the promo code was not applied until the order was delivered. The customer service refuse to adjust the price using their 7 days policy as excuse. However, it took more than 7 days to receive the products, and the charge appeared on my account.

      Customer Answer

      Date: 11/27/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/24/2022

      Type:Service or Repair 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.
      I ordered a purse from **** spade on 8/22/22. I ordered the wrong color and asked to change it. I was told the order couldnt be changed after it was placed but I could use the included return label and return it for the color I wanted. I then informed them that I didnt receive a return label. They said they were having trouble with their system and they would send me one as soon as they could. I never received one so I reached out again and they stated they would re-request for a return label to be sent to me via email. Asking for a return label to be sent to me started on 9/6. After going back-and-forth with them I finally received a return label on 9/20/22. I shipped the package back and it was received by them on 9/23/22. I had heard nothing so I checked back in and on 10/10/22 I received an email that said I was being refunded $119 in any applicable taxes to my PayPal account and to give it a couple days to show the refund. I never received the money so I reached back out. On 10/17/22 I was told That my refund of ****** was put on an * gift card on 9/29. I never received it. I was told to check my junk mail which I did and I never received the e gift card. I verified they had the correct email address and still did not have the * gift card in my email. On 10/18 I received an email that they were trying to work on a timely resolution and that my read fund should be posted to my account Within 3-5 business days. I reached out again to say that I never received a refund to my PayPal account nor did I receive an * gift card to my email. I reached out again on 10/23 to see if there was an update to the situation. I was again told that $119 plus applicable taxes were put on an * gift card and sent to me on 9/29. I received a response that was the exact same email I got when I first contacted them about the situation. As of the last email there was no mention of my refund and no follow up. nor an * gift card.

      Customer Answer

      Date: 11/18/2022

      Better Business Bureau:

      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:10/20/2022

      Type:Service or Repair 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.
      I purchased a purse online from them on September 22, 2021. I did not receive it until September 28, 2021. On September 24, 2022 I contacted them about the handles fraying and sent pictures of the damage. They said I was not allowed any coverage under their limited 1 year warranty. I escalated the matter and they sent me an email stating they granted a one time exception and they would send me a *** shipping label for me to return the purse. Once they received the purse they would issue an e-credit for the amount of the purchase price within **** business days. I did as instructed. I sent the purse back and the *** tracking states they received it on September 30, 2022. I have still not received my e-credit. When I emailed yesterday I kept getting the run around. First reply said I was not entitled to a refund and referencing the incorrect purse. I resent my request again and they then replied they would look into it and want me to wait another **** business days on top of the 12 business days I have already waited since returning the purse.

      Customer Answer

      Date: 10/28/2022

      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.

      Sincerely,

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



       

    • Initial Complaint

      Date:09/28/2022

      Type:Product 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.
      Purchased a purse on 8/10/22 and returned for refund. Called several times to get a return label & was told not to worry I would get a refund but it may be slow because they had a change in their system. The label was finally received after several calls for order #*********** & returned to them immediately on 9/9/22 and I am still waiting for a refund to my PayPal acct. They tried to issue a gift card but that was not disclosed during the return process & our conversations. They keep assuring me that the gift card was going to be devalued & I would get a full refund. I've been told on 2 separate occasions that I would receive my refund in 3-7 business days but we're way beyond that. I received this in my email on 9/13/22. We received your return Your return package from order # *********** has arrived in our distribution center. please allow up to 7 business days for us to process your refund to the original form of payment.

      Business Response

      Date: 10/13/2022

      The gift card that the guest was issued for her return has been successfully devalued, and a full refund in the amount of $147.34 was issued to her PayPal account on 10/5/22. This has been resolved. -**************** (**** Spade Ambassador) 

      Customer Answer

      Date: 10/14/2022

      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:09/19/2022

      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 ordered a small purse on sale for my daughters birthday. order # ***********. My total with tax came to $73.83 and I never received my order. I went to my email and got the tracking info to check and it says it was delivered although i never received it. i also noticed my address was wrong. My address is 56th st n but it says **********. There is no ********** and alot of sites try to auto correct my address to 56th way. 56th st turns into way and i still always get the mail even if it says way instead of st. I used the chat option to try and get help from the company but the person i was chatting with ****** told me that they are not responsible and that they cant do anything. even though i dont have what i paid for. They took my money and i got nothing in return. This wasnt even an expensive order. They would rather lose a customer who has been buying their bags for over 15 years than to help me with this tiny order.

    • Initial Complaint

      Date:09/14/2022

      Type:Product 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.
      I entered the wrong address on my order. This merchant has refused to send my order to the correct address. 1st attempt went to my previous address. I notified the merchant via email about the error in my address. The stated that I had to contact *** to change the address. When I contacted ***, they notified me that only the merchant was able to make changes. I called **** Spade ***************** They refused to assist me. The package was delivered and the person who currently lives there did not return the package. Essentially they kept my purchase. I notified **** Spade ***************** They offered to re-ship to a correct address. I confirmed and verified my correct address. They have once again sent the package to the incorrect address and are refusing to cancel my order or refund me.

      Customer Answer

      Date: 09/14/2022

      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,

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



       

    Kate Spade & Company is NOT a BBB Accredited Business.

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