Kate Spade

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Wrong item sent from Kate Spade Online Shop
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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 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!
     
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Mrs.Cole on 2011-04-02:
WOW, why was it so expensive to ship to London? Did you have to pay VAT or something? Did you check with Royal Mail? I don't think it would be that expensive to ship back. Best of luck!
Venice09 on 2011-04-02:
Did they at any time acknowledge that they sent you the wrong wallet? Did your mum order it? Is there a chance she ordered the wrong one?

If they did in fact send you the wrong item, they should pay for the return shipping. But they may only agree to credit the return shipping from the address it was shipped to, which would still leave you with the expense of shipping it back to Boston.

They should have resolved this the first time you called and not made you wait. I would expect better customer service from a company that sells such expensive merchandise. You shouldn't be stuck with their mistake.
Skye on 2011-04-02:
OUCH.

I agree with Venice. If the mistake was on their part, which it sounds like it was, all shipping charges should be null and void.

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Kate Spare poor quality and they don't care
Posted by on
I purchased a $200 organizer from katespade.com in January. It arrived with a scratch on the back and I called the company who issued a return. However, I really needed a daytimer and decided to keep the item. In the two months that I've had it, the organizer is scratched terribly, from normal daily use, and I don't believe that it's a good quality product for the price. When I called the company today, they told me that there is nothing that they can do since its past 90 days. Absolutely nothing. So they really don't care that they are selling a poor quality product for $200 and are quite happy to send a customer out there who will NEVER purchase from Kate Spade again! They have no interest in making me happy with my purchase and didn't seem to care that they've lost a customer. So sorry Kate Spade!
     
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Anonymous on 2010-03-02:
That organizer is calfskin. You weren't aware you have to be careful with it?

If it were falling apart, it would be their responsibility, but if you're scratching up calfskin, they can't be held responsible for your damage.
Anonymous on 2010-03-02:
It's actually bad business practice to replace an item at their cost for something you scratched up past 90 days, regardless of whether you "think" the quality isn't good.
Slimjim on 2010-03-02:
Maybe my math is missing something. How can something you bought from them in January be past the 90 day warranty? Please tell me we aren't talking 2009 here.
Anonymous on 2010-03-02:
And YOU decided to keep it in the first place.
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