Disappointing
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.
Vicky Maloney
2nd Kate Spade bag
This is my second bag I’ve bought, loving them. Great quality bags that look beautiful and well made.
Melanie
Worst customer service
Worst customer service. Cancelled main part of my order and delivered eye mask with shipping charges.
Sarika Sharma
Quick delivery, nice wrapping
Quick delivery, constant communication, nice wrapping
Aniko
Shocking lack of customer service
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
Suzanne Bagnall
Excellent products with very friendly…
Excellent products with very friendly in store customer service
Zarka
Placed order December 7th still hadn't…
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
martin cooke
Excellent customer service!
Excellent customer service online and in- store! I love my new bag so much and wear it all the time!
Vytaute Milvydaite
Excellent product Excellent service…
Excellent product Excellent service very pleased
N Harvey
Great quality, speedy service
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!
Phil
Complete lack of any Customer Service
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.
ShellyM
Delivery very quick and prompt
Delivery very quick and prompt
Sangita Krishan
Shocking customer service from Kate…
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
Lorraine
Complex warranty process
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.
Rebecca Edes
Delivery Issue And no response from Kate Spade customer service
I recently placed an order with Kate Spade UK, and unfortunately, my package was delivered to the wrong address by the courier (DPD). I reached out to both DPD and Kate Spade customer service, but the resolution process has been slow and frustrating. I am disappointed by the lack of timely support and the inconvenience caused.I hope that Kate Spade can improve their coordination with couriers and provide more efficient customer service in the future.Its impossible to get to speak to a person on the phone with the customer service number.
Charlotte Blakey
Return of order KGP00269670
Return of order KGP00269670Would 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 !!!
Andrew Aldridge
I purchased a bag from their UK…
I purchased a bag from their UK website. However, I changed my mind when I received, it seemed smaller then I expected. So I returned it without using with tag and original packaging. It’s been almost one month since the day I returned and still I haven’t received clear response about when will I receive the refund or when they will be able to give a response.It has been the worst online shopping experience I have ever had in the UK so far. Update: Thanks for your response. I have provided my order number and receipt that I received from post office in the email I had shared with you on 29/12/2025 and 07/01/2026. I also have sent several follow up emails but haven’t received any response.
Burcu Gocmen Temeltas
I ordered a bag and sent it back before…
I ordered a bag and sent it back before Christmas. I am and have been waiting for a refund since and made contact on 3/4 occasions and only had 1 response to send information and still not received a reply or my refund!!! Will not be dealing with this company again!!!! The worst customer service ever!! Will be going to the ombudsman
Tanya
Missing refund
Placed an order way before Christmas, which was delivered to the wrong address. Spoke to someone very helpful on the phone, who kindly advised it would be sent back to Kate Spade and refunded. I then emailed as it had been weeks and I still hadn’t recieved my refund. I then recieved an email response to ask if I’d like a refund or a replacement. I asked for a refund, however it’s been two months with no refund and I’ve emailed multiple times and rung multiple times with no response. Avoid at all costs! I’ll be taking this further.
Isabel Willsher
I genuinely could not recommend…
I genuinely could not recommend shopping here any less, I ordered my bag on the 23rd of december and I get that it’s a busy time but on the same day it got dispatched but NOTHING has happened since then, and they have changed the delivery dates twice. I have emailed them TWICE and little to no help, in the second email they said that they contacted the courier to prioritise my package but nothing has yet to happen. So disappointing as a first time customer was really hoping for a good experience, I don’t plan to purchase from here again.
Julia Camargo
