Kate Spade review: worst customer service I have ever experienced 24

I live in Ontario Canada. After posting on social media kate spade decided to honor my warranty and sent me a replacement purse. The fact that Ontario has a consumer protection act and that stores are required by law to honor warranty and refund defective merchandise may have something to do with it. Kate spade consumer service admitted no responsibility but did offer me a credit which I refused and requested a replacement purse. As no Kate spade store is located within hundreds of miles where I live they had me pick out a replacement purse from Kate spade.con and had it sent to me. I am now happy with Kate spade customer service but I wouid have been even happier if they had done what was right the first time .

I love their stuff but their customer service is horrible! I ordered a bag and a necklace. The necklace was apparently not in stock so they couldn't fill that part of the order. Then the bag went on sale literally two days later. So I called to see if they can do a price adjustment like all normal companies. It took 20 minutes of being on hold and the rep had no idea what to do. Finally I requested to speak to a manager and was told there was no manager. He then calls me back and said "I know what you mean now and the price adjustment will be given".

It's been a week and so far no price adjustment has shown up but I was charged in full.

I just called then back to follow up and was just told there's no price adjustment being given and they won't do it now.

What?! They obviously don't care at all about their clients. At this point, I'm so frustrated by the incompetence and waste of my time. I'm returning the bag and not dealing with them anymore.

Worst customer service I have ever seen . Avoid that horrible UNKNOWN seller.

I purchased from a store. My new Kate Spade sat two months in storage in a plastic purse hanger behind my closet door. The red colour on the edge of the handle on both sides bled into the face of the purse. I contacted customer service and they told me that it was caused by "normal wear and tear" and was not covered by their warranty. I had never worn the purse and nothing had ever touched it but itself and it was only two months into their one year warranty. . When I looked for the label inside the pocket that they ask you to send I realized that on the back of the Kate Spade made in New York label it actually says made in China. The cheap China dye had leaked on my brand new purse and Kate spade is denying any responsibility for their quite obvious factory defect. I bought 4 Kate purses and this is the last. It was obvious how the dye Mark fits perfectly with the purse handle.

I purchased a Kate Spade bag from this website. When the product was delivered, instead of my purchase, it was a Burberry bag instead. Thinking that it was an honest mistake, I immediately sent an email to a lady called Angela, who has been liaising with me with regards to the shipping. Instead of doing a one-for-one exchange, she instead asked me to keep the Burberry bag, and re-order the Kate Spade bag and she will offer it to me at a 10% discount! Talk about a SCAM! The company listed on the shipping form is SHANGHAI GEOU INDUSTRIAL COMPANY LIMITED. I have found a few more websites whose setup looks almost the same as discount-katespade.com. PLEASE BEWARE! The first sign that they might all be run by the same company.

I have wrote in to them to ask for a full refund and so far they have not replied even though their website clearly states a 7-day return policy, which of course, does not state any recourse if the mistake is made by them. This is my worst experience shopping online ever, and I would like to warn everyone who reads this, to please not make the same mistake as I did.

I ordered $1, 800 worth of wedding shoes. They arrived within a reasonable amount of time. I returned them all as they either did not fit or did not like the style or seemed nicer on the website. I used the Kate Spade return label on all three packages that I returned and that was almost a month ago. Since then nothing. No refund, nothing. I called already 5 times and they keep on telling me that they are updating their order system and do not know if I really returned the shoes but that they are researching the issue. I then started emailing them and I must have sent 6 emails. I keep on getting the same answer: we have not received your shoes, we do not know where they are, we are not giving you a refund yet. We are not talking about $70 here, we are talking about $1, 800! WORST customer service ever! I returned some shoes back to Amazon and my credit card was refunded the FOLLOWING day. Amazing! I will NEVER buy Kate Spade again and I discourage anyone to deal with this stupid, overpriced company!

This is to express my dissatisfaction with the above mentioned product
Bought it in Nov 2015 for a Christmas Gift and within a few months the silver started to tarnish. Its now just 6 months and product cannot be used.

Poor Quality – And for the price it was just not worth it

High Price for low quality

Returned the package last week and it was delivered on Friday. Refund still not processed as of 4/25. Normally I get refunds either on the same day it's been delivered or Monday, but still haven't received confirmation that it was processed. So disappointing. If I had known they would be so slow, I would not have ordered anything! Lesson learned: don't pay with PayPal if you intend on returning the item to the store! Never again!

Had a whole bunch of issues placing orders online during the recent "Gifted" promotion. First order had 2 bags that were showing stock and even the livechat agent confirmed that they were on backorder, the next morning got and email to say Sorry, they are sold out. Went back online, the bags that had sold out are still showing as being available. By that the time the 25% off was over and had to ring up again and was told they had actually sold out. However to order a different colour they were no longer on the 25% off and had to have the matter escalated to a manager would agreed to honour the sale price. So ended up placing a second order. First order arrived, and out of the 4 items, two had issues - the first a set of earrings which were meant to be sparkly and clear - however they both don't match and one looks yellowish and tarnished. The second item was a wallet, perfect on the outside, but there was a largish dark stain on the leather on the card slot on the inside. Rang customer service and explained everything, after being put on hold for 20 minutes (I was calling internationally) she basically said sorry, no returns on international shipping. I said but this is not a change of mind, I was clearly sent 2 defective items. I asked to speak to a supervisor who basically that is the policy - they simply will not accept returns even for defective items. I pointed out that the international shipping policy online states that they will honour warranty for defective items and the previous supervisor told me the same. In this case, the items arrived in a less than acceptable state (they were meant as gifts). He said all the could do was to create a request and to wait 48 hours for someone to research and contact me. I'm still waiting...

I ordered the Love Notes Earrings which were on final sale, however, the earrings are so big, I can't gift them - they look comical. They weren't expensive but I would not have ordered them had I known. In an attempt to post a soft negative review on their website regarding how big the earrings are, they stated my negative review didn't fall within their guidelines - Lol.

All stores have times where they send the wrong thing. My friend ordered some earrings and they were shipped to her. They were the wrong earrings, so she drove out to the nearest Kate Spade and the associate there was very kind and understanding and sent the earrings back and gave us the correct earrings. The customer service there is incredibly friendly. They are like friends to me. They are always accommodating me from trying on shoes to their opinion on a dress. Some stores and staff are unfriendly, but the majority of the store associates (I travel a lot and whenever I go somewhere I like to go to the outlet stores or the retail stores) are incredibly kind. One time I purchased a purse for my mom for Christmas. We were given the wrong purse, but my mom loved it. We took it back to Kate Spade and they apologized profusely and said we could keep it if we wanted too (the purse was more expensive). We kept it, and my mom always gets compliments. If you've had disagreements with Kate Spade before, you should try them again. They have definitely changed their policies and fired those who are rude, etc.

I agree! I just had the WORST CUSTOMER SERVICE I HAVE EVER, EVER ENCOUNTERED. I finally told the customer service rep they had just lost a customer and she pretty much said "so what". I don't care how much I want a purse from Kate Spade, I will NEVER lower myself to deal with this company! Too many other companies out there who WANT our business - and yes, I'm talking high end handbags!

I just called Customer Service about a delay in the shipping of my Kate Spade Saturday order. I received the worst customer service and a dose of attitude I couldn't believe. After trying to find an address to voice my compliant (because clearly the telephone rep didn't care) and not finding anywhere to send a complaint, I went to the web and found this post. I will never order form Kate Spade Saturday again. Unbelievably the most discourteous service I have ever encountered.

@Anonymous314 - I feel you! Kate Spade really seems to be a no-go shopping site. I have placed 2 orders in the last 2 days, during their 75% off sale, that have been cancelled, without reason. This is the 4th time this will be happening to me - the other times I bought from Zappos & Amazon, hassle free! They claim not to have charged my card but they were Paypal transactions and the money's gone - for BOTH cancelled orders! I have emailed them and awaiting their response.

I submitted an order at 7:45am today by mistake, basically. I emailed within 30 minutes and asked if I could cancel the order because I had not intended to submit the order. A few hours later, a customer service rep emailed back and said that they could not refund my order because (1) the order likely had gone out already (really? In 30 minutes?), and (2) because of their Surprise Sale policy, a refund was not possible. It wasn't as though I received the items and waited a week, which is usually how "refund" is termed. I wanted to terminate my order and was unable to do so after 30 minutes of placing the order. I have been a loyal customer for years, but this display of "customer service" has changed my tune. Make sure, ladies, to pass along your stories to friends, family, and colleagues! In lieu of actually getting any kind of customer service, we need to spread the word.

YOUR LOSS. You bought from an obvious, FAKE SCAMMING website. If you wanted to buy a Kate Spade bag, you should buy it from THESE retailers:
- KateSpade.com
- Nordstrom.com
- Amazon.com

NOT FAKE SCAMMING SITES THAT CLAIM TO HAVE DISCOUNTED KATE SPADE BAGS. You deserved to lose all that money. Hopefully this mistake will teach you a lesson!

I will never order from kate spade again. I bought a purse ("I kissed a frog" clutch) about a year ago. Taking it out of the box, I took out the strap from inside the purse and the strap broke away from it's metal attachment. I called customer service, and they said to ship it back. No interest to send me out another one, no shock that their product was poorly made, but as a 'gift' they wouldn't charge the return shipping.

So 1 year later, I decided to try again. Same purse, and I was hoping this time I'd have better luck or maybe they made it better. I bought it and wouldn't you know, this time the purse had a poor closure to it's snap. It wouldn't stay closed. Dang it! So I sent it back. I used the return label that was in the box. I tried to talk to customer service, saying 'hey, this is the 2nd purse you sent that is faulty'. The reps seemed to have no idea what to do. Every question I asked met silence on the other end, that they would have to get back to me. I said I would purchase it a third time if they could actually hold one and make sure it was OK--they said they'd call me back on that. Never called. I talked to them again on the phone, and they couldn't find the order # due to updates in the system. By now I was expecting my refund, and they seemed completely OK with the fact that now my original purchase information had disappeared. I always get the phrase "we will call you back" and I have only gotten a call once in the 7 times they said they'd call me back.

Finally, 3 weeks later, I got the refund back. And wouldn't you know it--they charged $20 shipping. All over their website is the advertisement that they won't charge shipping on returns. I have called two times so far, the first said they'd call me back. No call, which is why I called the second time. It's incredibly annoying, since every time I speak to a customer service rep they can't even find the original order information. Never again will I torture myself ordering from kate spade. They simply don't have their employees trained to handle issues on the spot, and their employees don't have any hands on time with the merchandise they are selling. In fact, I think their call center is in a dirt field in timbuktu with a shared umbrella for shade and their legs chained to a post. Maybe every eight hours they can stretch and go to the bathroom, if the guard remembers. Or maybe the guard will have to get back to them after he gets an OK from his boss in a plush apartment in Manhattan. It makes no sense. Why would such a high-priced company have an absolutely paralyzed customer service?

I am pretty sure that Kate Spade's return policy is somewhat illegal or at the very least not adhering to general return policy guidelines. In the past six months I've made two separate purchases for KSNY.

The first purchase - I ended up returning because the handbag was just too big. The cust service person I spoke with on the phone was really very nice and sent me a return label, etc. I returned the package within the required 30 days. All of a sudden I realized that well over 30 days had passed and I had not seen a credit issued to my account. I called the cust serv rep and they told me that it would take up to 30 days from the date they received the item to issue a refund. Seemed excessive, but ok sure. I waited a few more weeks and called again. They "didn't know" why the refund was taking so long. Finally when I called again and got REALLY UPSET, they told me oh looks like we refunded you this week. The credit had indeed shown up in my account but I had not noticed it since they didn't send an email or anything. I'd approximate that the time between ordering the item and the refund being issued was about FULL TWO MONTHS later.

The second purchase was made by my boyfriend. He bought me a kate spade bangle, two rings, and a watch for christmas. I decided to return the watch. I did so again within the requisite 30 day policy. That was in early January. It is now March 27th, nearly three months later and he has still not received a refund. I called Kate Spade and they told me that due to updates in their database, they couldn't open the record. They took down my info and said they would request someone to look into the return and I should expect to see an email in 1-3 business days indicating if/what is going on.

Honestly, I really like their products but this makes me REALLY UPSET and now I don't think I"ll ever be able to order from them again. the fact that this happened twice means to be that its a systemic issue from corporate. I think they have a policy that refunds will NOT be issued UNTIL YOU CALL and that they keep your money as long as they possibly can. I think i'll stick to Amazon from here on out.

KATE SPADE is the first US company that I've ever had issue with getting my money back. Most stores/online site process refunds within a week. BUT, they hog my money for FULL 30 DAYS and on top of that you have to ask them for the refund else they will never return your money..
After they received my returned item for a week, I sent an email asking on the refund progress, and they told me by their policy they will process the refund within 30 days. Then 30 days passed, still no sign of refund, so I sent another email to them, then they said they've processed it and I can expect to see the money back to my account from 3-5 days. Today is 4th days and I still don't see the money coming back in. The same day I asked on refund from another online store and the money was back to my account on the next business day...
It's hardly to believe that such a named brand would be so lame... I'm gonna pull my hair off if I don't see the money back tomorrow...and I could imagine what are they gonna say, they gonna tell me they'll make sure it's going back to my account within the next 3-5 days...
It's been 2 billing cycles and I'm still not yet able to get my money back...
WORST COMPANY EVER, STAY AWAY, DO NOT BUY ANYTHING FROM THEIR WEBSITE AND DO NOT RETURN ANYTHING TO THEIR WEBSITE.

I have a current problem with Kate Spade. I ordered an expensive handbag that I've been waiting a year for. It was my 40th birthday, I was given money from my motheer for my birtheday so I ordered the bag. I tracked it. The day it was scheduled to arrive, I tracked it, every 1/2 hour I checked to see if it had arrived (been delivered). I was so anxious and excited. Well when I checked at 9:15pm I saw it was "delivered" at 8:58pm to my garage. I was sitting by thee front door of the house, I didn't hear the UPS truck come. I went outside and looked all over for it. No bag. Then I got in my car and drove to all my neighbors house to see if it was delivered to them by accident. No... Keep in mind this was just 15 minutes after it was delivered. I live in a good neighborhood. The chances of it being stolen from my house in 15 minutes is Nil. So I immediately called UPS. They told me I had to call Kate Spade. Kate Spade told me that an investigation had to be started. UPS will contact me in 48 hours to ask me questions. So I'm looking at at least 14 days they said the investigation takes after UPS calls me. I did nothing wrong but I have to wait all this time and aggravation because UPS delivered it who knows? Why didn't a handbag that expensive have to be signed for? I don't get it. Why am I being punished for someone else's mistake? Any other reputable company would send out anotheer handbag immediately and apologize for my inconvenience. Not Kate Spade, it's all my problem, just sit and wait. You're treated like a criminal. Their customer service SUCKS! The "service" in customer service should be dropped! So if I'm lucky I'll have the handbag for Christmas instead of my birthday.

Kate spade SUCKS.

We tried in vain for hours to order both online and on the phone and due to our numerous tries was shut out by the system and the customer service could and would do nothing. So we consequently missed the sale.

DON'T buy from them. They do not care about the customer.

After I wrote a complaint on their Facebook profile a manager from Kate Spade contacted me directly and they are now sorting my issue. The manager was very apologetic and friendly. I will let you know what happens.

My experience: Kate Spade employee told me they would adjust the price if the item went on sale within 30 days. 29 days later... it was time for Friends and Family...25% off sale. When I called for the adjustment, they told me they only adjust within 7 days... and Friends and family is a promotion, not a sale. When I told them I and my husband were both told something else... they basically said "too bad". I've been a loyal and profitable customer for them for many years. There are many other beautiful bags around, and much, much better customer service. I will take my business elsewhere... and tell my friends, as well.

Something very similar happened to me:

For my 30th Birthday all I really wanted was a Kate Spade wallet, so my mum bought me the one I wanted. Because I live in London and we have no Kate Spade shop here, the wallet was ordered online and sent to my brother-in-law in Boston, MA. He sent it to me in London and my husband hid it from me until my actual Birthday. On the day, I was so excited to open the lovely Kate Spade box only to discover that Kate Spade had sent me the wrong wallet! It did not even resemble the wallet that had been ordered and it was obvious that the wrong wallet had been packaged and sent from Kate Spade Online. I was so disappointed and my husband immediately called Kate Spade customer service where he explained the problem to several different people and they promised to get back to us with a solution. They never did. So he called a few days later again. Still no solution but yet another promise to get back to us again. Once again, no reply from them and no solution to a problem which was clearly their mistake. After 10 days of the wrong wallet sitting in the Kate Spade box my husband called again to ask what could be done, and this time he was told that we should be happy that they would even take back the wallet after this much time had passed and that we could send it back for a refund.
Here is the problem though, we paid $50 to have the wallet shipped from Boston to London, something we were happy to do as I really wanted this wallet and it was a present from my mum to me. However, it would cost us another $50 to return the wallet which means that we would have paid $100 for something we did not even order! Kate Spade could not see the problem with this and kept likening it to if there was a scuff on the wallet or if I had changed my mind, etc. But this was SO not the case: THEY sent the wrong wallet! And I just wanted the wallet that had actually been ordered! Kate Spade refused to budge on the issue and I have never experienced such bad customer service! I will never shop with Kate Spade again and I am now stuck with a wallet that I don't like and which I cannot even sell on eBay because the zipper does not seem to be working right! But I may be out $50 (plus the price of the wallet) from this experience but no way am I losing $50 more on dealing with such an incompetent company. The things may be pretty, but be aware that you may end up paying for the wrong item or for nothing at all!