kate spade new york Reviews 2,465

Having bought a bag from this company when it arrived unfortunately it wasn’t what I was looking for so I decided to return it. The item was duly returned and showed as being received back by the seller
However no refund has so far been issued and despite contacting customer service on 3 occasions I have not received any response other than a vague “they are looking into it “ I am at my wits end how to get my money back from this appalling company who have effectively stolen it .

Lovely handbag, well packaged and presented and delivered quickly. Would have been 5 stars, but there was no dust bag included, which is really essential to keep bags in good condition when not in use.

Absolutely awful. I have called customer care in Australia several times, I was told on 02/03/26 that the courier has my item and I will receive a shipping update soon. But my item was never shipped in the window advised. Now 7 working days later it says back ordered when it was in stock when payment was made? Been waiting ages to get on a call with customer care and no answer. I don’t even get email updates and never received a confirmation email. I have to track it on the website manually. It’s shameful for a supposed luxury brand. Never again.

I reached out to their customer support via WhatsApp as they couldn’t process my order through the website Customer support didn’t react. Tried to contact them multiple times. Seems they don’t need my money. It’s a shame because I would have loved to make a purchase.

Lost item + lost money.
"yeah, our record confirm your order was shipped".
Other companies fully refund or replace with a new item; not like Kate Spade.

I was really excited to be getting a Kate Spade bag as a Christmas present. It was a big disappointment when the DPD man was intimidating and rude when delivering the bag. Although DPD are customers of Kate Spade, I would have thought that Kate Spade would have offered a gesture of goodwill when I reported it to them. I nearly had to call the police when DPD man put his foot inside my door to prevent me to closing my door. Due to the prices and good customer service, I was disappointed that Kate Spade didn't offer me 10% off the next item I bought or anything.

This is my second bag I’ve bought, loving them. Great quality bags that look beautiful and well made.

Worst customer service. Cancelled main part of my order and shipped eye mask with shipping charges.

Further the package was delivered at wrong address, wow… this is Kate Spade

Quick delivery, constant communication, nice wrapping

EDITED - maybe you should spend more time responding to emails instead of putting standard responses on Trust Pilot. The response should come direct, not on here, with a solution to the issue. But nothing. You wont look into it, of that I have no doubt, you wont sort the issue of me having to pay full price and postage again, all of which I would be happy to do had the product not been faulty in the first place, so your responsibility, not mine. Shocking!

I purchased a necklace & earrings as a christmas present and after wearing the earrings only a couple of times one of the stones fell out. We completed the online form for faulty goods and were advised to send then back which we did. However despite three emails to the customer care department, two conveniently cut off phone calls and further emails to Liz Fraser CEO, I have today received a refund of the price paid. What I actually wanted, was a replacement pair as my sister wanted to wear them for her upcoming wedding. Yes I can reorder them but the current price is more expensive, and this company has no regard for the Consumer Rights Act which clearly states that if goods are faulty they should be replaced at no extra cost. This is tantamount to theft. And whilst I may be small fry to this company I have spent over £1000 with them in the last six months and not another penny will pass over their tills. The lack of communication when I quoted my rights is despicable

Excellent products with very friendly in store customer service

Placed order December 7th still hadn't received it four weeks later! I asked for a replacement as the item was showing stock online, but got a refund with no explanation?? Poor communication this time I understand it a was busy period, but I was still short of a present and no explanation why I didn't get a replacement as I stated more than once that's all I wanted!
In response to Kate Spade reply, the item WAS still showing in stock because I added it to my basket and could of purchased it!! Your easy option was to refund, and no thought of the missing present for Christmas

Excellent customer service online and in- store! I love my new bag so much and wear it all the time!

Excellent product Excellent service very pleased

Ordered a new card holder for my wife’s birthday. Excellent quality and super fast delivery within 24 hours, which was faultless. Will be ordering again for sure!

I placed an order on the Kate Spade website today - never received an email confirming and couldn't see the order on my account. Tried to call Customer Services to see if there was a technical issue. There is an automated message left over from Christmas saying they are not answering calls. Contact Us page stated they are experiencing high volumes of queries and to send an message. I wish I had looked at these reviews before because then I would not have ordered at all. How can such a premium brand have a such shocking customer service ? I have now paid for something that Kate Spade has no record of and I have no means to speak to anyone. They have copy and pasted every response to negative reviews which is disingenuous. They clearly don't care.

Delivery very quick and prompt

Shocking customer service from Kate Spade. Have emailed so many times about a bag which has not been received. They do not reply, and think by ignoring people they will just go away. Will not be buying anything from here again, which is a shame as was a fan before this situation

Purchased a bag in the US. Less than 5 months later, the strap came away from the bag despite only occasional use. Clearly a manufacturing issue as the screw attaching the strap was not lock tight.
Pursued a replacement via warranty back in the UK) global company and same bag for sale in the UK so assumed wouldn’t be an issue). 3 months of emails back and forth later and have been sent a voucher which doesn’t cover the cost of the bag, and isn’t enough to buy any replacement bag on the website. Would not recommend.

Return of order KGP00269670

Would never deal with this company again. Order returned on 29 December and customer service response disjointed and automated at best. Nothing positive or helpful - just platitudes and standard stalling tactics adopted to avoid making a refund. It seems that many other people have fallen victim to the same incompetence .......... or is it just deliberate ? It seems this a company that thinks it's acceptable and ethical to receive back the goods that you've paid for and still keep your money !!!