Scott V.

I've loved Kate Spade's designs for a long time, but after multiple encounters with their low-quality products and honestly terrible customer service, I can't justify shopping at this store any more.

I've paid them hundreds of dollars over the course of 5 years now on products like wallets, purses, and watches. In nearly all cases, their products have been extremely low-quality and broken after just a few short months. Watch batteries have died or their gears have broken, purse zippers and stitching has come apart, and the most recent issue has been a defective wallet that was shipped to me right out of the box.

The wallet was a gift to my SO. The wallet's clasp was broken when it arrived. After trying to get a replacement, customer service filed the wrong type of replacement and provided me misinformation about how to process it. I eventually caught their mistake over a week later, and called them again to fix it. Over the phone, another representative made more mistakes: refunding me instead of giving me a replacement and telling me even more wrong information about how to proceed (information that conflicted with the previous representative too).

After waiting for 3 more weeks with no follow-up and no new wallet, I just called them this morning. I was on the phone for over 1 hour while I had to have this escalated to two managers just to get someone who wasn't disrespectful and who could explain their own company's policies. Ultimately they couldn't provide any significant compensation despite acknowledging their multiple failures and misinformation. I have experience with other companies equivalent to Kate Spade (not going to give them free advertising) who have owned up to their mistakes and provided a sharp discount and/or equivalent price in gift cards. Kate Spade did not even come close to an appropriate response. They didn't even file my refund until I called them over the phone and complained!

Instead, Jennifer "couldn't authorize anything more" and seemed to just want to get me off the phone. A pathetic response to their failures is the reason I will not shop at Kate Spade in the future, and I hope this encourages others to avoid their store as well.