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UPDATE: Kate Spade contacted me to apologize about this issue. It was an error on their part and I am welcome to return the lipstick or they offered me the 20% refund. They were extremely apologetic and disappointed that this happened.
As most of you know I was a BIG Kate Spade fan. I have been an avid patron for 12 years and still remember buying my first bag at West Farms Mall my freshman year of high school. I was such a huge fan that I counted down to the launch of their sunglasses and just so happened to be the very first sale of a pair from Saks 5th Avenue flagship! Small claim to fame, :) I enjoyed watching the company grow and expand and add a full line of clothing and of course you know I was very excited for their recent lipstick release. In fact, I was so excited about the release of the lipstick that I popped in the NorthPark store a few extra times to inquire about the launch. I was given different dates several times and kept checking back as I knew I wanted Pop Art Pink... 
So, you can imagine how thrilled I was when Kate Spade emailed out a coupon for 20% off ANY purchase you made in store the day the lipstick launched. I printed my coupon and stopped in the NorthPark store over lunch only to be told the coupon could not be applied to my purchase. This was a bit odd considering the coupon stated NO limitations nor a minimum purchase, however, I accepted the fact, bought my lipstick and left. Well, you can imagine how shocked I was to speak to a friend here in Dallas that happened to make the EXACT SAME purchase no more than 20 minutes after me and she had NO issues using the coupon. She was not questioned and completed her purchase with the discount.
This was quite perplexing to me so I decided to contact Kate Spade customer service via email thinking they might be able to offer me an explanation. Well, after a week and no reply I decided to tweet to the company. They immediately replied saying they were sorry and hoped to rectify the issue. A light at the end of the tunnel, or so I thought. Along with their reply I received numerous tweets from fellow online friends about similar issues they have experienced with the company. I was shocked, but replied to Kate Spade only to not hear back from them. I decided to resend my email and again no reply after two weeks. The cycle continued with another tweet which Kate Spade replied to and gave me a new contact to resend me email to, which I did. Here we are a week later and NO reply, still. I am unsure if Kate Spade has some of disconnect with their NorthPark store, their email or the person in charge of their Twitter account, but this is hands down the worst customer service I have encountered in the retail world. They get a grade F from me!
So, you can imagine how thrilled I was when Kate Spade emailed out a coupon for 20% off ANY purchase you made in store the day the lipstick launched. I printed my coupon and stopped in the NorthPark store over lunch only to be told the coupon could not be applied to my purchase. This was a bit odd considering the coupon stated NO limitations nor a minimum purchase, however, I accepted the fact, bought my lipstick and left. Well, you can imagine how shocked I was to speak to a friend here in Dallas that happened to make the EXACT SAME purchase no more than 20 minutes after me and she had NO issues using the coupon. She was not questioned and completed her purchase with the discount.This was quite perplexing to me so I decided to contact Kate Spade customer service via email thinking they might be able to offer me an explanation. Well, after a week and no reply I decided to tweet to the company. They immediately replied saying they were sorry and hoped to rectify the issue. A light at the end of the tunnel, or so I thought. Along with their reply I received numerous tweets from fellow online friends about similar issues they have experienced with the company. I was shocked, but replied to Kate Spade only to not hear back from them. I decided to resend my email and again no reply after two weeks. The cycle continued with another tweet which Kate Spade replied to and gave me a new contact to resend me email to, which I did. Here we are a week later and NO reply, still. I am unsure if Kate Spade has some of disconnect with their NorthPark store, their email or the person in charge of their Twitter account, but this is hands down the worst customer service I have encountered in the retail world. They get a grade F from me!
While 20% might not seem like much a $10 savings would have meant an extra movie, two trips to Starbucks or a dinner out but above all else this really just comes down to principle in my book. If you send out a coupon with NO fine print or limitations you cannot discriminate against what customers can use it or that it will only be taken on every other sale. If you have a customer service department you need to pride yourselves on helping customers and pleasing them, not neglecting them and providing no feedback. If you want to continue to make your numbers in the retail world you need to step it up. If a restaurant has poor service and bad food, I do not return. If a store has inconsistent policies and terrible customer service I will quit supporting them. Sadly, that time has apparently come with Kate Spade. As a long time customer, I am incredibly disappointed as I really loved their products and design, but this has been the last straw for me. I guess you could say it is the end of an era.
Have you ever experienced terrible customer service at a store you once loved? Did you stop patronizing them because of it?
46 comments:
Ah! The store in Georgetown is great! I've never had any problems (they always track down my must-have shoes wherever they can find them in the country).
That's so sad though and completely frustrating on your end I can imagine :(
Kate Spade always seems to have MAJOR issues with their website when they have a sale. Poor planning on their part.
How horrible!! But I completely agree...customer service means everything!
Oh my, you won't believe my issues with Kate Spade website/customer service in the last few weeks. First order about 4 weeks ago. I ordered three tops (full price) and the lipstick which of course was on backorder. After reading your recommendation I was looking forward to their lipstick line as well. Three days later they CANCELLED my entire order. I received an email saying the wouldn't sell to me because they had a suspicion I was a reseller or buying for a third party! WHAT? I purchased from them before, I ordered 3 FULL PRICED tops all in size Large. I called customer service no less than 5 times, where I was put on hold, transferred,told they would call me back, etc. I finally told someone in customer service I was furious and even if they "looked into it more" I didn't want the order! Fast forward to last weeks' huge sale. After I swore I would not order from them again, one of those tops was on sale from $245 to $99. So, I ordered it again, along with a purse and the lipstick. I received the order Friday. The purse was great, the top had white deodorant stains all over the under arms and I don't like the lipstick. I love the top, so I will just get it laundered, but they get an F from me too! I'm so glad you wrote this blog post. At least I know I'm not alone. What is going on? My only option for Kate Spade living in Pensacola, FL is the website and I'm over it!
I have not shopped at Bloomingdales for 4 years due to a very bad experience with their billing department's inability to update records and correct THEIR billing mistake that took four months to correct. It was a sad day when I bid them farewell.
I've had this happen at Kate Spade as well! They seem to randomly decide what you can use your coupons on.
The worst customer service I've ever experienced was from Michael Kors. A few years ago, I purchased a MICHAEL Michael Kors purse for around $350 at Bloomies. After only a month or two of use, the leather started to complete fall apart on the handles. I wrote to Michael Kors, only to have them tell me that because it was their cheaper line and not a $1000 Michael Kors purse, they had no obligation to fix it. They actually had the guts to tell me that if I had purchased a more expensive purse, they would have repaired it, but because my purse was ONLY $350, they would not! I was appalled and have never purchased another Michael Kors item, no matter how cute!
I didn't have the same issue with Kate Spade, but I went in to White House Black Market to find a nice dress to wear after my wedding. My sister and I walked in and received no recognition,although other customers were obviously being taken care of. Even though I found a nice white dress, I was so appalled at the service I didn't want to buy it. I was began to leave and my sister asked for a manager and complained about the poor service. The manager told my sister to bring me back and they would make everything better. Although I did get my dress, every time I see that store, especially in Millenia Mall in Orlando, I get the shivers. My sister also wrote corporate and they apologized. I don't know why customer service is at an all time low. Kate Spade should now give you 25% off for all of your trouble.
My story is so long that it literally won't even fit in the space that I have for a comment! I'll most as much of it as I can here, but read the rest at my blog: observantturtletaketwo.blogspot.com
About two weeks before my wedding, my hubby-to-be ordered a gift from Kate Spade, earrings to wear on my wedding day. The box arrived a few days after & it looked a little bigger than I expected. Turns out they accidentally mailed me a bracelet instead of the earrings (the packing slip said earrings and everything, but the wrong product was packed). I called the customer service line & explained to them the situation. I told them that I was getting married the next week so it was imperative that I get these earrings as soon as possible. The customer service rep apologized & said to simply return the bracelet in the box that it arrived it & that my earrings would be on the way soon. However for some reason, they placed the earrings as a new order: problem number one.
I get the earrings a few days later, just in time for my wedding. However, my husband tells me that for some reason there is now 2 charges from Kate Spade on his credit card account. I call the line once again & they explain to me that since the earrings were returned, and the earrings were initially marked as a gift that I would be receiving a gift card as a refund. This was not okay with me because it was not my fault that we had been sent the wrong order in the first place. It was the company's fault. The company says that once I receive the gift card, all I need to do is call them, let them know of the gift card number & pin number, then destroy it.
Once I receive the gift card, I call the CS line again, give them the numbers, & the rep instructs me to then destroy the card so it cannot be used. They say that the money on the card should be refunded back to us in about 5-10 business days.
A few weeks pass and we have not yet gotten a refund from the company so I call and explain to them the situation for now the 4th time. They look into it for me, and tell me that since the item was indicated as a gift when purchased that it could not be refunded. I explain to them AGAIN that we were shipped the wrong item, and the rep eventually tells me that they have straightened it out and that it should only be a few more business days for it to show up on the account. This was the middle of August, I was married on July 23.
We wait a few more weeks to pass and I call again. I speak to yet another customer service representative and they tell me the exact same story, that it will only be a few more days. This is call number five.
I call again a few business days later to find out why the money has not yet shown up on our account. I am put on hold numerous times and finally a British gentleman comes on the line and tells me that there is no record of the gift card ever being cancelled and I will be unable to get my money back without the card. Needless to say, I am absolutely furious. I firmly tell him that it is not our fault in the first place that the order was screwed up and that they WILL fix this. I KNEW that I called them and did EXACTLY what the rep told me to do, & I was being punished for that. OH NO. I am normally a pretty patient person and not quick to get angry but this is now the 6th or 7th time I have called them. The gentleman began to understand my situation a little more, so he said that he would speak to his supervisors and they would try to work something out. I agree to let him call me back, and he returns my call a few hours later, letting me know that we will be able to get our money back and to simply allow 5 business days for it to process and that it should be good from there. I am extremely grateful to him and thank him profusely. This was Sept. 9th....
Oh that is such a shame!! I just received a Kate Spade purse as a gift and now I almost feel guilty for supporting a company with bad customer service :(
That’s so sad about your breakup with Kate Spade...good customer service is essential! It’s the worst feeling when you love a company/designer and they treat you poorly. I recently had a similar experience with Elizabeth McKay. I ordered a shirt and never got it or any type of notice that it wasn’t in stock. I emailed them to see what the story was and they never responded. Now I feel guilty even liking their clothes...like I am disrespecting myself or something. Hopefully you will be able to mend your relationship with Kate Spade...fashion breakups can be rough! xx
ps: The KS story in the comment above is horrible...I am so sorry!
Terrible!! I feel your pain, I've had some bad customer service experiences before too-- bad service just leaves a bad company image. You are right not to give them your business any longer.
The Federal Trade Commission has a wonderful website with a terrific, easy to fill out complaint form. People think it's an idle threat when you say you will contact the FTC, but it works. When they open up a case file, it is not good for the company. The business practices you all are talking about are inexcusable.
I had terrible service at the NorthPark KS too. I came in after being at the pool all day in a swimsuit, NICE coverup and sandals, but apparently that wasn't good enough! I didn't want to try on dresses over my swimsuit, so I tried to ask about sizing, but they were just not having it. I was ignored repeatedly, and it was only after I mentioned knowing the manager that they even wanted to offer me any help at all. Now, occasionally I go in, but I'll never purchase anything at the NorthPark KS again.
After hearing all these stores, I just may not purchase anything of theirs at all! Thanks for sharing! xoxo
For me it isn't so much about the person telling you that you can't use the coupon (that could have been a confused or lazy sales person) but more about the fact that they are almost acting like they don't care. In this economy, especially from a high-end line, they should be concerned about the people spending money on their items because there isn't much money to go around these days. A whole other issue is what we have obviously seen recently but social media seriously effects what people think about you. The same way that it can help your business by people talking about how great your product is, social media can also hurt your business by people talking about all the problems. I think they seriously need to wake up and work on these problems!
Wow, that is terrible costumer service! Perhaps the store lady is to blame as well because she should have used the coupon that supposedly had no limitations! But the customer service from the company along with others having the same problems is inexcusable! I had a similar situation when my mom gave me a pair of Christian Louboutin shoes for Christmas. We went back to the store in Highland Park Village a little while later to exchange them for a different pair and the guy was beyond rude! He actually said to my mom "this is not a department store." after she had just spent good money at the store! It wasn't even so much what he was saying but how he was saying it. VERY rude and disrespectful, when we left we were horrified! Of course we called the manager and she took good care of us after that, but this definitely put a damper on what I thought of the company and would rather not go back to that particular boutique again. Both situations are upsetting and will only result in them losing business.
Yes- Jcrew. The Georgetown store did me in but the entire company in general really became a problem. I was actually just telling a few of my JL girl tonight about how we (me and Jcrew) broke up for good a few years ago.
I also will not even set foot in an Express or Walgreens. And one of the vets is on my never visit with list too.
All because of customer service issues.
I understand that everyone has bad days. But over and over again, I take my business elsewhere. I don't need to be nasty back...I just simply won't come back at all.
The way I see it, acting polite is free. And good customer service is the best (often free) PR a company can get.
I just had an issue using a $100 Amex gift card with them. Their policies make no sense and their customer service nit only didn't help but didn't seem to care. Unfortunately, I am also no longer a customer.
I'm so sorry this happened to you. I recently had a frustrating experience with LOFT customer service, and it can really ruin your whole day. Sounds like Kate Spade ignored the wrong girl...
Why dont you just return the lipstick and buy one somewhere else?
When I get terrible customer service I just shop at another store.
That is so disappointing. I have never had a frustrating experience with Kate Spade, but I'm seeing a consistent lack of customer service in almost every store I frequent. So many comments or questions are completely ignored and shipping times are notoriously slow, expensive, and without apology.
I am so sad for you! I posted a link to your post on my kate spade-aholic blog so more people will be aware of this incident. A company with poor customer service can not be successful in a good economy let alone one like we have right now. Every visit to the kate spade store should be wonderful and fill your heart with joy! Hopefully you will give them another try... the holiday products are going to be lovely!
xoxox,
Sandee
Sadly, KS seems to have issues any time a sale is involved. Last year they ran a promotion where you could take 25% off of sale merch - it was their black Friday sale. I ordered a few things and waited ... and waited ... and waited ... forever for them. Emails started going out that they were cancelling some orders because their ordering systems were just overwhelmed and they had sold merchandise they didn't have. I called customer service and was offered a 15% discount for my trouble, which was never reflected on my cc statement. I finally got the items a few weeks later but jeeze! What a terrible experience! It's like they don't realize that their products are beautiful but really expensive and that when they offer sales people aren't going to jump at them!
It is completely unacceptable that KS has not yet gotten back to you! Does Texas have a consumer protection statute? I had a terrible problem with my laptop during law school and was getting no response from the company, finally I emailed them stating that if I did not get a response asap it would be followed by an official demand letter pursuant to the Massachusetts Consumer Protection Act--I got a phone call from their CS department within days!
I had a poor in-store experience at J Crew in August; what saved it for me though was how quick they were to respond to my complaint. I emailed CS, got a standard apology within 24 hrs, and then got a phone call from the store manager a few days later.
Suburban Princess- I WISH I could return the lipstick!! However, I was so excited about it that I took the tubes out in the store and tested them. Since I used them this is not an option. :(
My worst customer service experience was with Barnes and Noble. I received one of the BN exclusive Lilly beach totes (with the nook pouch) last Christmas. The first time I used the bag was on a trip down south in May...and the handle broke the first time I used it. Lilly customer service could not help as they said BN produced the bags. BN would do nothing for me because they said it was over the 30 day return period. So frustrating!
I am shocked about all of these negative KS stories. Just recently I had a very positive experience with their customer service. I hope they pay attention to these complaints, rectify them and save face!
I had a similar experience with KS customer service. Although they did respond to my email (after about a week), they weren't helpful at all. In fact my hubby (who had purchased a bag for me as a gift) has sworn off the company completely because of their poor customer service.
Your story is ridiculous and so is Whitney's. This is really unacceptable.
I've never had any problems ordering from katespade.com but I did have an issue in their outlet store in Rehoboth Beach. The girls working there were too busy trying to jewelry to help me or the other customers!
This sounds terrible! If you need top of the lin customer service (which every store should offer anyway) I would suggest shopping at Nordstrom. I have come to learn that Nordstrom is the only company that treats you right, every time!
Your story and all the stories posted here as comments are unbelievable! Customer service is paramount ESPECIALLY in this day and age when everyone will take to social networks to vent and air their frustrations. So sad that you feel let down by a company that you used to adore...They should have worked harder to win you back!
xoxo
The Stanford Kate Spade is just as bad.
I went in and had to *hunt down* one of the five associates to even get them to look me in the eye. (The store was empty by the way).
I told her specifically that I was looking to buy a certain handbag (at full price mind you) and she looked at me and said "That one is on the top shelf, I have several customers I have to help before I can get around to getting it down for you" and just walked off.
The remaining four did everything in their power to avoid eye contact with me the remainder of my stay. It was a short stay as I walked out and refused to purchase the bag even online.
I guess because it was a cold day and I chose my North Face fleece over a designer ensemble, I didn't look the part of a serious shopper. Just because my outfit didn't cost a month's worth of mortgage doesn't mean I don't appreciate nice handbags.
Please tweet this post at them! Who cares about the amount of money saved - it's the principle! Not okay!
Surprisingly the Saint Louis Kate Spade store is delightful. Maybe because it just opened a couple of years ago they want customers to keep coming in. I am so sorry you had to deal with all this, but I was your tweet and I'm glad they finally resounded!
Sorry to hear about your bad experience!
I truly believe in the trickle down effect. Good managers tend to have good employees. This is probably the case in this situation from both the store and corporation.
The Kate Spade brand in 1993 is far different today as it is no longer owned by Kate Spade.
In time I would try and forgive and give it a second shot. If they fail again then I would call it quits.
I hope they come around!
My local store is amazing-the girls there even have photos of my family in the back (we all wore KS to my sister's wedding). Anyway bad service stinks and can ruin a store forever. I hope they make it up to you!
oh dear. I loathe poor customer service and it makes me sad cause I am a big Kate Spade fan.
We have the same initials:)
I am so sorry to hear that. As a KSNY super fan, I'm always sad to hear when something you like so much goes wrong for another person.
As it were, I was looking on their job posting link of the KSNY web page and noticed that there are (or have been) multiple job openings in the past 1-2 months in customer service. I wonder if they're having an internal meltdown or something? Regardless, obviously needs to be fixed.
Don't give up on our beloved Kate, perhaps it was as simple as an error. I'm sure that sales girl from your North Park store feels badly about it too.
I had a miserable Kate Spade experience too. I wanted to buy and skirt and one Friday their twitter posted a code to use for 20% off, just the push I needed. I logged right on and tried to buy the item, but the code would not work. I called the customer service number and asked for help. The girl said she couldn't help me, didn't have time, didn't know about the code, but would have someone call me back. So I waited until the next day, no response, code still wouldn't work online so I called again. The cs rep said she didn't know about the code, I explained about the code, even explained how to find the mention of the code linked from the kate spade website. She told me she couldn't help me because she couldn't go to the kate spade website (not sure how a cs rep cannot even see their own website), I asked for someone to call me back. No one ever did. I sent a tweet, nothing back. I'm ashamed to say when the skirt went on sale I did break down and buy it. The whole thing left a really bad taste in my mouth. It is hard to justify paying their prices with terrible customer service, espeically since my other favorite (Lilly Pulitzer) has amazing customer service and has gone above and beyond for me multiple times! At least there are great companies out there, just looks like Kate Spade isn't one of them :(
That sucks, good thing my Kate Spade phase ended back in 2005! I hope they read your post and send you some free products! You never know... ;)
I know I have chimed in before with this very fact, but I feel it is only fair to provide another angle. I had great customer service at the Kate Spade in Las Vegas. The manager there worked with my husband over several days to secure a wonder birthday present and presentation in her store.
ALL these brands need to get with it. Times have changed...in a bad economy, retailers need to know who their avid customers are, what they're worth, and bend over backward to please them. Particularly a brand such as Kate Spade...there are only so many customers willing to drop close to a grand for items as non-essential as a faux mink sweater (I tried this on at the King of Prussia store Saturday and did not buy).
I'd march myself right back in that store and deMAND my 20% refund. I'd ask for the manager and camp out til I got it. Once that unpleasantness is over, pop into Saks and get yourself a tube or 2 of Chanel's Rouge Coco Shine. You'll feel much better, I promise...XXOO
I'm shocked that you would receive such service from a retail establishment that is supposed to be so superior. It's beyond disappointing, but if there's any justice, or you believe in karma, I have no doubt your post has convinced many people to follow your lead.
Word of mouth goes a long way and that definitely goes for the good and the bad.
I say customer service is a thing of the past, but only if you let it be. I would still boycott Kate Spade, but not until I confronted them first.
What a shame! I had a bad experience with Neiman Marcus/Stella McCartney. Long story but needless to say, don't purchase SM products. I have a handbag (900 USD) that has fallen apart. Best customer service ever is Nordstrom's, Zappos, and Apple!!! I am happy to pay a bit more to support stores that believe in customer service.
Hi, I know this is an old post but I was researching to see if any one else has had major issues with Kate Spade. They overcharged me over $60 among other things and now I'm trying to resolve it. Do you remember whom you emailed at the company or rather the email address? Please let me know. You can email me at emily.of.paula@gmail.com
Thanks!
Kate Spade.
I don't know where to begin.
My husband decided to purchase a purse for me as a Christmas present two weeks ago. He tried to place the order online, he even created his own account because he wanted to keep it a surprise. The online order would not go through, msg said to call customer service. He did. The person he spoke with said he does not see why the order won't go through, but he will call him back. This was Thursday. No phone call. He called back Saturday. Same story, they will call back. At this point he told me what was happening. No phone call. Next Wednesday, almost a week later, I call to find out what is happening. I'm told they no longer can ship to the shipping address. I said fine, please ship to the billing address. Again, the order is blocked. At this point, both my husband and I are frustrated, considering the amount of time wasted on the phone over one purchase. We are told we will be called back. Following Monday, I call to see why noone has called us back. I'm really mad at this point. I'm told there is noone available to speak with me. I will get a phone call back. Same story Tuesday and Wednesday when I call. Finally I snap Wednesday and say I will not get off the phone until I speak with a supervisor. After almost 1 hour wait, a supervisor gets on the phone. Supposedly 3rd supervisor I am speaking to (I kept records of all my phone calls). I am told that there the other individuals I spoke with were not supervisors, one was an agent and the other one 'doesn't exist'. I'm fuming now. I ask why my order is not being processed. I am informed that there is a suspicion I am reselling the merchandise. I am MAD now. Also, they know I have two accounts and I illegally used 2 discount codes (their 15% when you sign up). I explain that the reason why I have two accounts was because I could not access the first account I created. I am told they do not believe me, that I simply wanted to take advantage of the 15% discount twice. I am absolutely stunned at the accusations. I am at a loss for words. I felt like I was being treated as a criminal, accused and sentenced, without a right to defend myself. I was told that I am no longer able to make purchases online. That it is a business decision. SO. Two weeks, many phone calls, many lies told to me, unjust accusations questioning my character, and no sale. I don't even know what to do. I can't find any other contact info for Kate Spade except the customer service, but I really want to write to someone and let them know at the company how the customer service reps are treating customers. Because I have never been treated so badly by another store. I can hardly believe this just happened to me.
Kate Spade just accused me of trying to resell their merchandise after I was trying to purchase 2 purses. And they decided to block me from making online purchases. I cannot believe this. I was told it was a business decision. When I asked to speak to someone about this ridiculous accusation, I was told there was noone I could speak to. ?????????
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