Needed a small bag to take on a trip out of town. Ordered a crossbody and after 12 days item hadn't shipped. Customer service said item was back ordered and available to ship the next day. 3 days later order still showed pending and website now showed it as a preorder and not available to ship for 4 more days! I canceled and bought a Michael Kors bag from Macy's same day.

Maryann
9/15/22
I am very disappointed I purchase 3 items they were returned and I was told that as soon as items were received that with in 7 -10 days I would recieve my refund on 9/15
I called to inquire about my refund and I was told that it's still being processed that is unacceptable that means I have to wait another 7-10 for my money to be returned to my account its not the amount of day's. It takes between 20-25 before your refund is recieved. The product and packaging is beautiful but it's unacceptable the wait for your funds. I would think about it twice before you purchace something and it has to be returned. Im So disappointed don't think I will be purchasing anything from Kate spade. If I'm going to go through these headaches

I ordered 3 laptop bags to give as Christmas gifts, only 2 arrived in good condition and the 3rd was left on the street close to my neighbors house and was ran over but a car. I contacted customer service and they offered to ship the destroyed bag. The new bag never arrived. Turns out they shipped to a wrong address. I called and one of their representatives told that they would gladly ship me another bag and she was very apologetic, but for some reason she said her system was acting weird and asked me to call back. The second representative refused to help me and I asked to speak with his supervisor. The supervisor Marcel Elmore refused to fix this problem. They accused me of inputting a wrong address and that it was my fault not theirs. I only live in one house. I don't understand how this can happened! Marcel Elmore did not even consider the time I invested and circumstances surrounding this problem. I am done with kate spade. Their customer service sucks and it seems no one knows what they're doing.

The first time I ever ordered from them was during their recent "Black Friday" sale, when they had 30% off everything. I purchased two items with 30% off the full, regular price. I initiated a return request just two days after I received my order, but I was shocked to find out that those were final sale items, with only 30% off! Since it was my first time buying from them, I did not know I had to watch for final sale indication at checkout! It did not say so anywhere on the product page, something I was used to with other retailers, so they got me. I feel deceived and disgusted by the way they make business. On top of that, the bag came with a scratch. And nowhere, not even the receipt said it was a final sale! I am wondering how did only 30% off qualify for a final sale at all? Funny thing is, now they have even greater sale on what I bought (60%), Well, I will never buy from them again due to their lack of transparency about final sale items, forcing unaware consumers to keep items they do not want and I am making sure all my friends know about my disappointing experience.

Don't buy online the policy no returns u don't have options to exchange and t products is unsatisfied.

Awful! The products that used to be the real deal are no longer the same. Cheaper quality and even the price tags are now missing. I used to get the bags with the dust cover -- no longer. I suspect that the inventory is (are?) "seconds" and created specifically for the outlet. Just ordered 3 bags as gifts and without exception, all are low quality, small, and have no price tags. No receipt in the box either, so no ability to return. In the past, I was able to return something if it didn't suit, but this is not the case. Is this the beginning of the end? And customer service - pretty much non-existent. When I had an issue and tried to call on a Saturday, pretty sure I got someone at home who really had no interest in helping. Had to call back. Received an individual code for 25% off my next purchase - but guess what - no good on outlet purchases, nor good with any other code in the "normal" Kate Spade on line site. Tried to manage this with customer service, and once the agent "answered" my question, she discontinued the conversation. On the regular KS on-line (not outlet) site, I can no longer get a gift card enclosure. Just sent something to my sister and hope she figures it out. I'm DONE ordering from KS on line. Buyer beware!

I have purchased many Kate Spade items over the years and was always happy with their unique, long lasting products. I have had several purses last many years and still have them today. Until last November that is. Bought a beautiful blush colored purse from Kate Spade online. Waited until Spring to use it. Used only three months, and part-time at that, and the purse began to wear along an outside pocket. Went to a Kate Spade store and they told me to contact Kate Spade directly. Online chatted with them. They told me to email customer service with pictures of the purse. They emailed me back to call them. Called them. Told me to take it to a store. Just a vicious circle Told them that this was terrible customer service and I am very dissatisfied. They told me they can refund me 15% or I can return the bag for a refund. WHAT?! If you can't replace the bag, do better than 15%, especially after of hours of my life wasted at this point, dealing with Kate Spade. I will waste no more time and will NEVER buy Kate Spade again. Shame on you Kate Spade!

I have ordered from this company many times in the past years and they have gotten gradually worse. This is the last year I will order from them. I ordered a purse and wallet set (Black Friday deal - final sale) which I have done before with no issue. This particular purse is trash. The quality looks like something that my daughter would play with at playgroup. Thin "leather" and it just looks cheap. Now, this is the FIRST time in over ten orders that I have reached out for service and I told them that because it is final sale, I am happy to exchange it for another purse. Instead, they sent three canned responses that it is "final sale" so they won't do anything. Keep in mind, the only reason I want to return it is because it is not what I ordered. What I ordered was a quality bag and this is just garbage. I now have to dispute it with my credit card company which I am not thrilled about that. As you can see from here, their customer service is severly lacking so be warned. Anything you order, whether it is as described or not, it is now yours forever according to KS :(

WORST CUSTOMER SERVICE! I have a couple of Kate Spade bags but it was my first time ordering internationally online. It was Extra 30% so I ordered right away. They took the money out my Paypal account THE SAME DAY. After 7 business days, I received an incredibly smaller bag with no dust bag ( I'm guessing this is an OUTLET BAG). Called TWICE just to get the return label. And after sending the item back, almost 2 months after my initial purchase, MY MONEY IS OUT OF NOWHERE! They said they issued a refund but my Paypal account never got anything. Because if it does, it will say PENDING initially. I opened a claim on Paypal but they were not responding. I only received crappy email from them which looked like it was copy pasted over and over again. Telling me it will be 5-10 business days. But still nothing! VERY HORRIBLE EXPERINCE!

I have been waiting on a refund for a month and half. During 2 calls to their customer service, was transferred to same 'manager' who changed his story, now adding extra 10-15 business of extra wait time & became a tad rude and condescending about even giving me the refund! Mailed backed item end of December, took them until January 9 to email stating item was received (know it got there sooner from tracking) - email stated I would receive credit to my original form of payment within 7 days…it's now 37 days later! Received another email on 1-27-23, stating my refund was processed, but it wasn't! They then gave me an E-card, which has been already devalued. Now told I have to wait for another department to verify the de-valued E-card and 'manually' issue a credit! Which means what? A person has to type in something? Rude manager now added another 10-15 business days, where last week he stated E-card was 'just devalued an hour ago' and should turn up on my credit card, but it depends on how long my card takes to do that! Nice shift of blame, but my card registers the credit immediately!
Again, very condescending young man!

Received my $60 lilac toaster with a chip on it. Plus a product label with minor damage at the corner. The whole thing gave me a feeling that this was a refurbished/returned piece but I paid full price. Reported to customer service immediately and was told this was a special item and the return needed to be taken care by the special team (yuge BS!). Sent pictures as proof as per request and the waiting game started. Latest update was the staff who was working on the return no longer an employee and the pictures were never uploaded to the system. However, automated email were send out to fool customers that someone is working on it. Awful feeling with this used to be a brand with good quality but sorry no more! Order was placed on 11/27/20 and return policy is within 30 days for full price item. Not sure how this whole thing gonna end up. Such shopping experience is really unnecessary especially in the year of 2020! Noticed Kate spade always having sale and items in their outlet store are surprisingly "cheap" (thanks to cheap labor in China). Quality also dropped tremendously compared to their used to be "made it Italy" products.

I ordered two cross body bags. Looking forward to it, finally said delivered. I look and it was only 1 bag in there. I contacted the chat rep, they told me since we saw on your history it happened before, we can't credit or reship it to you, sorry.

Sorry? I have spent money for something I didn't receive, all I get is a sorry? And yes you are right, missing items isn't the first time happened to me, so what kind of business is this? For this company to just think only the customer out there in this world committing fraud? How about maybe you guys are having problems with employee in the packaging department too? Yes it can be an honest human mistake... but this is not the type of customer service people who spent so much on your products.

Hundreds of dollars is being wasted just to say there's nothing we can do this time.

I love the products but customer experience is sh*t. Trust me, for me to say this when every single purse I have in my closet is Katespade, it's about damn time for me to take my business somewhere else who's value me and my business.

I can't even get no invoice for my purchase, they got the balls to tell me " it's unfortunate but nothing we can do "...

I wish I could give this company a ZERO! Horrible customer service! Horrible quality! Bought a tote, 8mo the later the handles stitching came apart. Called customer service, they said take it to a Kate Spade store. I told them I was coming to Vegas and there was one at the Venetian. They said to take it there. Brought this huge bag on its own dang suitcase on the airplane and guess what… THEY WON'T REFUND IT! I'm livid! I have to bring it BACK HOME to send it back and they'll send me the refund. Only problem is I DON'T WANT ANYTHING from this company ever again!

The handbag started falling apart after a year. Conveniently, their warranty is only for a year not life time like other brands. Didn't use the bag on a daily basis either. Would not buy again.

Very dishonest business practices. False advertising on the website and when you contact customer care they give you the runaround and gaslight you. Buyer beware.