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    Kate Spade

2018 CUSTOMER CHOICE AWARD

Ratings On Other Platforms

Trustpilot
1.7 / 5
Corporate Values

Overview

Kate Spade has a consumer rating of 3.09 stars from 309 reviews indicating that most customers are generally satisfied with their purchases. Kate Spade ranks 23rd among Handbags sites.

Positive reviews (last 12 months): 11.8%
Positive
2
Neutral
1
Negative
14
View ratings trends
31
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What reviewers want you to know

Positive highlights

Critical highlights

  • One of the reason is brexit complications, coupled with very slow, unprofessional customer service.
How would you rate Kate Spade?
Top Positive Review

“Beautiful items”

Christine G.
10/15/21

Great service and always deliver on time plus great sales. I placed a number of orders with this company and haven't been disappointed yet. Everything comes nicely packaged and promptly which is important to me since unlike other companies, they don't take weeks to send out your order

See positive reviews
Top Critical Review

“Liars”

Troy S.
2/11/22

Said on website that if you ordered by end of day guaranteed delivery by Feb 11th... ordered Feb 8th get tracking info says Feb. 15th contacted customer service and that was pathetic. Sorry for lying to you and for ruining your Valentines Day... yes everything happened except the last part... no remorse for anything after all they already have my money... customer service sucks and so does your over priced company.

See critical reviews

Reviews (309)

Rating

Timeframe

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Reviews that mention popular keywords

customer service (73)
troys362
1 review
1 helpful vote
February 11th, 2022
Verified purchase

Said on website that if you ordered by end of day guaranteed delivery by Feb 11th... ordered Feb 8th get tracking info says Feb. 15th contacted customer service and that was pathetic. Sorry for lying to you and for ruining your Valentines Day... yes everything happened except the last part... no remorse for anything after all they already have my money... customer service sucks and so does your over priced company.

Service
Value
Shipping
giseles7
1 review
0 helpful votes
February 28th, 2021
Verified purchase

Bought an wallet, and after doing it with full price, kate spade sends me, in the same hour, a flash sale with 40 to 75% off. Sent an email to customer service telling them to apply on my purchase so I didn't have to return and buy it again. They never answered my 3 e-mails. The worst CS EVER!

angelab1032
1 review
4 helpful votes
September 23rd, 2020

Bought a few items for my sister's bd and it was sent to her address. Later found out they messed up on one of the items and could not honor it. Instead wanted my sister to send it back while they send the item they messed up on. The item is probably $29.99 which should be nothing to write off. I'm a manager in customer service and would've never allow the person to go through such a hassle after they made a mistake. I will never shop here again. I'm embarrassed to ask my sister to return something that she already received by their mistake..

simonettej
1 review
5 helpful votes
October 19th, 2020

Kate spade is the absolute worst. The quality stinks. Everything peels within a month. Coach is a 100% times better. Which is why my money goes to them. I'm not going to start with the return policies. Lol they are a joke. They will tell you ohh sorry that's not covered. After spending alot of money. Coach on the other hand. No questions asked. They search you up on the system and before you know it. Some happy lady comes out with a band new anything. Learn kate spade. LEARN. That's caliber.

hileyp
44 reviews
180 helpful votes
February 14th, 2020

If only Kate could have more international shipping options! Their products are great and I will certainly try to order again but the shipping price will certainly break the bank.

ketank6
1 review
4 helpful votes
November 30th, 2020

Kate spade website showed me the total amount to be paid for my order to be $249, however, $337 was deducted from my bank account. I Contacted customer care service but they were so rude and ended the chat without even trying to resolve the issue. Kate spade seems to play games with customers on the name of ‘Black Friday & cyber Monday ‘ offers.
#scammers #worst experience #givemoneyback

annd412
1 review
1 helpful vote
October 7th, 2020

I received a bag during a rainstorm with a ripped box. Contacted CS 5 times and they wont do a thing about it. They decided at one point to return my money but changed their mind.

johna3790
1 review
0 helpful votes
March 3rd, 2022

I ordered my wife a limited collaboration bag from the Kate Spade website. The company shipped the wrong bag, not even close, then they let us know the bag I purchased was no longer in stock and that the bag they sent was $29 more expensive. They said that we could either be refunded the payment and we ship the wrong bag back to Kate Spade, or she could keep the bag we didn't choose but that they would have to charge my card the difference in payment of $29. It's ridiculous that keeping the bag only to be charged for THEIR MESS UP is even an option. If someone wants to keep a more expensive bag that they wrongly sent why would anyone even call. This is ridiculous. A company of that size should have first contacted me and notified that bag was out of stock not sent some random bag and even if they didn't; they should be calling it a wash and as an apology, comp the difference and call it even if she were to keep it. Absolutely absurd. Horrible customer service. Never again ordering from their website. Sorry for the improper punctuation.

Tip for consumers:
If you like the wrong item, plan on keeping it, and it’s worth more don’t contact them.

Products used:
Bag

Service
Returns
steved1057
1 review
2 helpful votes
December 16th, 2020

Ordered online and never received the product. Kate Spade customer service recommended I call UPS, not their issue and hung up. Rude and still no wallet.

sonnyd12
1 review
19 helpful votes
February 9th, 2020

I ordered on a Saturday - I called within 5 minutes after ordering and that could not cancel. The first excuse was the transaction was not loaded yet. I called back and said was too late already in shipping on a saturday. She would email and try to stop. What a ridiculous excuse. The transaction was in pending and they can not ship out til monday. Big scam. I will never bad from them again.

raimyw1
1 review
1 helpful vote
December 23rd, 2020

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.

Tip for consumers:
Avoided even the prices are very tempting. Just remember, you get what you pay for!

Service
Value
Shipping
Returns
Quality
erikj123
1 review
1 helpful vote
December 11th, 2021

Sent me an incorrect order for someone in Portland, Oregon. Purchased the order at 40% off. They asked that I return the items and could not fulfill my order and to await a refund in a month when I returned the other person's order plus a coupon for 20% off my next order. Cost me time and ruined my Christmas!

Products used:
None

Service
Value
Shipping
Returns
Quality
janeta298
1 review
12 helpful votes
May 24th, 2020

I am elderly and have bought many purses through the years. I cannot recall an of my purses having a defect. However, my $379 Kate Spade handbag, ordered on-line, arrived with a broken zipper. What a disappointment. I was surprised and delighted to learn that the coronavirus did not shut down their. Customer Service Department. It remained open 24/7. I talked to a number of employees, and they were all professional and polite. Within a week, I received a high quality, non-defective handbag. However, it took a couple of weeks to obtain a return label3 calls and 5 emails later. Kate Spade requires that returns are handled through UPS, which was a 40-mile round-trip drive for me. The USPS is only 3 miles away for me. Since all worked out in the end, I hesitated to write a negative review. I really like the second purse. It is well made; and as all Kate Spade products, it is simple, eloquent, and functional. However, I thought others would want to know that Kate Spade needs to improve their quality control department. I cannot figure out how a defect, as obvious as mine, ever made it out of the factory. For my trouble, the company did offer me a 15% off coupon for a future order. Should I use the coupon, It would cover the expense of the 40-mile drive to return it. However, I may not buy another Kate Spade product on online again. I want to be able to examine zippers/stitches/etc. Before I spend a lot of money.

marcym80
1 review
2 helpful votes
May 2nd, 2021

Ordered a kate spade iPhone LEATHER case. Within 2 months the trim started to separate from the case. I contacted kate spade customer service, was told unless you purchased your item DIRECTLY from us, not any other retailer no warranty. The leather case isn't leather trim-cheap plastic. I told him you can tell counterfeit products. He didn't care that I offered to send him the case and then let me know if it was counterfeit. The product is crap and not leather. It should not have fallen apart within 2 months and it was purchased from a reputable retailer.

Service
Value
Returns
Quality
gloriak199
1 review
0 helpful votes
March 28th, 2022

Bought your ski jacket! It's terrible! Feathers are constantly on clothed and it was so poorly put together—- there are strings all over the arms Shame on YOU. Such a disappointment

Tip for consumers:
Don’t buy the ski jackets. Feathers are all over your clothes and it’s very poorly made. Strings were left hanging on sleeves.Shame on this brand Kate Spade— it’s
to be honored as a name for nice things!

anned291
1 review
5 helpful votes
December 22nd, 2020

I have always loved Kate Spade & routinely purchased products both online & in store. I will no longer be a customer. I ordered a "k" initial thermal mug for a Christmas gift. Disappointingly an "s" mug arrived Saturday. I immediately called customer service believing they would try & rush me out the correct item before the holiday. My call was answered quickly but the 1-2 minute hold to look into the matter turned into over 15mins with virtually no updates or communication. An additional 5 mins later I was being read a statement along the lines of me being a valued customer but my "lost or stolen" item was no longer available, that a return label would be created for me & once I received & returned the $18 mug & they processed my return I would be credited my $18. I was shocked that a company such as Kate Spade who was fully responsible for this mistake was actually asking me to bother with returning an $18 item & worse yet, refusing to refund me in the meantime. The promised supervisor call back has still not happened. I had followed up with an email to their customer service & received responses from 3 different representatives, none of which addressed my main complaint which is I believe I should receive an immediate credit for my $18. I feel it is extremely poor customer service to request a customer hassle with returning an $18 item. I would still be willing to do that but firmly believe that in the meantime I should be refunded. I did nothing wrong yet am being put through the inconvenience of a return which they could easily & should write off. I am now without my desired item, without my $18 and thoroughly frustrated with a company with whom I expected significantly better service,

graciec26
1 review
3 helpful votes
November 13th, 2020

I ordered a pair of earrings for a Christmas gift, I received an email notifying me the order had shipped, I was sent a tracking number but I was never able to track it gave me an error. I called customer service 5 days later to find out they have no idea what happened and are unable to ship another pair of earrings since they are out. Will get a refund within 25 days! I was never told what happened to my order. Terrible service beware of Kate Spade. I will never order from them again, this is my second failed order from this vendor. BEWARE!

lassk
1 review
0 helpful votes
August 21st, 2017

I bought some iPhone cases and they arrive so fast to my home only 5 business days! Absolutely I love the quality of my products.

pollyf14
1 review
1 helpful vote
January 10th, 2022

Ordered a purse and wallet, realized they did not match, just after placing the order I called them to cancel it. They said it was too late. Now I can't return it because it was on sale, not on clearance mind you just on-sale. This is fraud in my opinion. They say 30 day return policy. And don't live up to it.

Service
Value
Shipping
Returns
Quality
rebeccas1109
1 review
1 helpful vote
December 16th, 2020

I used to like Kate Spade bags, but since the designer died, the quality has taken a nose dive. Imagine if you bought a cheap knock off of a designer bag at 10% of the price... this is what you are getting now, but its an authentic Kate Spade bag. The company is owned by Tapestry who also owns Coach. Sadly, Tapestry is riding the designer's name as far as it will take them... huge profit margins. They charge Kate Spade prices while producing and shipping inferior bags from China... this is why you see so many complaints about the poor quality and poor customer service. Save your money, buy a different brand that doesn't cheat you.

cyndyn7
1 review
0 helpful votes
November 22nd, 2021
Verified purchase

Their customer service is terrible.
I received a code for 10% off and free shipping. A message stated that the promo code was applied. It was not. Additionally another 25% was added for taxes and duties. But this was not itemized or clarified on the order summary. After over an hour and a half on the phone with customer service, they couldn't figure out why the code wouldn't work. She finally cancelled my order and created a new order with two new promo codes. Then she was only able to apply one code. At that point, I told her that was fine and just submit it. Immediately after the order was placed, there was a new code available with a better discount and free shipping! Tonight I received two emails - both orders shipped. The first order was never cancelled or they prepared the order before the cancellation processed. I immediately contacted customer service and they basically told me there was nothing they could do. The order would need to be returned for a refund. It was their error. Again. And the order was shipped out of the country as a gift. So the earrings that should have been $31.50, ended up costing me $100. Honestly the worst company I have ever dealt with, and there have been some pretty bad ones.

Tip for consumers:
Don’t!

Products used:
Earrings

Service
Value
Shipping
sabinae5
2 reviews
0 helpful votes
November 19th, 2021

Literally shopped for the first time on their site because my friend raved about it, only to realize couple seconds too late that I was shopping on the us site not Canadian and custom charges would apply. Reached out to their customer service right away to cancel my order well before it was processed but they told me it was too late to cance my order because it had shipped. I was like huh? It took y'all a good 8hours to process the order. I reached out 2 seconds afterwards but it's shipped? Never ever shopping there ever again. What a poor excuse of a business

magdak21
1 review
0 helpful votes
April 2nd, 2022
Verified purchase

I don't even know where to start. So I get an email from Kate Spade informing me of a 40 % sale. I thought this would be a good time to come try the Kate Spade line. As I go through the check out, I look for for the discount to be applied. As I go through the check out process, I noticed no discount was applied. I called Kate Spade and was told the sale ended " yesterday " and although I called to cancel my order within 15 seconds of having accidentally placed it, I couldn't cancel because all sales are final!
The merchandise is here. To make things worse, the wallet that I had used their sizing guide to assure fit the purse that I ordered, is too big for the purse!
Never again! I will stick to COACH and KORS

Tip for consumers:
…..

Products used:
None

Service
Value
Shipping
Returns
Quality
mylesc26
21 reviews
13 helpful votes
July 12th, 2016

Expensive brand in general but ladies love it! Good variety too.

betho54
1 review
3 helpful votes
January 5th, 2021

Kate spade online sales out of New York is a scam! The customer service reps are trained liars. Kate Spade will never refund for return purchases. The entire leadership are criminals and should be arrested for their elaborate scam.

Q&A (21)

Answer:

Good luck with that! Once they make a sale that's it. Good luck getting in touch with a person. The brick and mortar store maybe easier to deal with, but the website is the worst. Don't do business with these guys online

By Michael M.
Answer:

You battle with them online. Don't do it! They have a website that is by design impossible to contact an actual person. You have to rely on sporadic email responses that do not answer direct questions. I would seriously consider buying from the brick and mortar store and staying as far away as possible from the wesite.

By Michael M.
Answer:

Don't do it. If Kate spade is that important to you, go into the brick and mortar store and buy it in person, because you may not get it, and you have no recourse if you don't.

By Michael M.

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About the business

Kate Spade New York? Shop crisp color, graphic prints and playful sophistication. From handbags and clothing to jewelry, accessories, home decor, stationery and more. Free Shipping and Returns to all 50 states!

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