My Nightmare Customer Service Experience with Kate Spade.

October 5, 2011

Much like Hopsy, I too have had a terrible Kate Spade experience that has yet to be resolved.
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. 
I call back the company 3 weeks later because we still have yet to receive our money. A customer service rep looks into the situation and tells me “We have emailed and called you twice to let you know that we were unable to process this because we did not have the account number.” Both my husband and I NEVER received a phone call nor an email from anyone at Kate Spade. I tell the rep that this has now been going on for two months and that it must get fixed today, so I give her my account number so that it can be processed. She says that it will only take 3-5 business days for it to go through. I tell her that if it takes any longer, I will call back to ensure it happens. It has now been 7 business days and I have yet to get anything from them. I called them once again on Monday to ask if there were any problems, and tell the rep that I was told 3-5 business days. She tells me “well, it may take up to 14 business days to process.”
I am absolutely FED UP with Kate Spade. I am tired of waiting for MY MONEY. I have been told to wait over and over and over again. I will NEVER EVER purchase from Kate Spade again. It has been the worst experience with a company I have ever had.
Staying warm, looking cute!
Writer's Block

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