Reviewers often praise attentive store staff and fast delivery for handbags and accessories. The tone shifts with online orders and after-purchase help, where people repeatedly describe cancelled shipments, late or missing refunds, and limited replies. Feedback on bags and bracelets is mostly positive, while jewellery and some hardware draw more criticism. Sale deals and outlet finds get frequent praise, alongside occasional pricing mistakes.
Examples from available reviews (Aug 2019 – Mar 2026).
Outlet shows shipping label but items never ship; support gives vague automated replies.
“They basically hold your item and money hostage indefinitely.”
Excellent online and in-store customer service; reviewer loves the bag.
“Excellent customer service online and in- store!”
Bag strap detached after less than five months indicating manufacturing fault.
“the strap came away from the bag”
Clean store with wide selection and large sale discounts.
“Most products had sale ranging between 20% to 50%.”
Many reviews describe store staff as quick to help, supportive during purchases, and able to sort out issues on the spot. Several reviewers name employees and mention fast fixes and polite service. A small number report poor in-person encounters or exchanges being declined.
Multiple reviews point to strong sale prices, outlet bargains, and good value on discounted handbags. Some call the brand a way to buy luxury items at more accessible prices. A few mention price mismatches or being charged the wrong amount during sales.
Several reviews say in-store shopping and click-and-collect feel easy to use. Many positive posts mention quick delivery and parcels arriving well packed. A few isolated comments cite unreliable website checkout and items arriving smaller than expected.
Many reviewers say bags and bracelets look good, feel well made, and work for everyday use. Repeated complaints focus on jewellery wearing down, straps coming loose, and hardware failing on some bags. A few note colours not matching online photos and missing protective accessories.
A large group of reviews describes breakdowns in fulfilment and follow-up: orders cancelled, shipments never sent, wrong items delivered, and long waits for refunds. Many of these complaints mention automated replies or slow responses from customer service. Fewer reviews report clear tracking and quick help.
Reviews vary sharply by channel: strong in-store experiences sit alongside online buying and after-sales support that many describe as difficult. People who shop in person tend to report higher satisfaction than those depending on delivery or returns. The split shows up consistently across ratings.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · yelp.com (20) · Reviews (1) · Quotes shortened · As of: March 2026
Final sale items were unclear and returns couldn't be arranged.
“Final sales" to me are ridiculous”
Faulty jewellery returned but received refund, not desired replacement, poor communication.
“I have today received a refund of the price paid.”
Reviewer praises products and in-store customer service.
“very friendly in store customer service”
Order not received; refund issued without explanation instead of replacement.
“still hadn't received it four weeks later!”
Excellent online and in-store customer service; reviewer loves the bag.
“Excellent customer service online and in- store!”
Reviewer very pleased with both product and service.
“Excellent product Excellent service”
Warranty issue was handled well and staff exceeded expectations.
“the way it was handled completely exceeded my expectations.”
Attentive staff assisted, but wallets lacked RFID protection.
“The girls were very attentive...”
Staff avoided interaction and reviewer experienced suspected racism.
“the staff avoided making eye contact no greeting n even when I was obviously trying to make eye contact to”
Store offered a nice variety and good items for gifting.
“This Kate Spade has a nice variety of purses and accessories.”
Excellent quality and super-fast delivery; reviewer will order again.
“super fast delivery within 24 hours”
No order confirmation and inability to contact customer service.
“Complete lack of any Customer Service”
Delivery was very quick and prompt.
“Delivery very quick and prompt”
Clean store with wide selection and large sale discounts.
“Most products had sale ranging between 20% to 50%.”
Multiple emails about undelivered bag went unanswered; reviewer will not buy again.
“Shocking customer service”
Bag strap detached after less than five months indicating manufacturing fault.
“the strap came away from the bag”
Package delivered to wrong address and customer service slow to respond.
“delivered to the wrong address”
Order returned but refund delayed; customer service gave disjointed automated responses.
“customer service response disjointed and automated”
Good customer service and a wide product selection.
“Customer service is good as expected!”
Marueen provided excellent customer service and holiday follow-up.
“She has the most amazing customer service.”
Helpful associates and a great variety encouraged return visits.
“The associates were very helpful and made you feel welcome.”
In-store pickup was fairly easy despite crowded staff presence.
“Picking up an online order was fairly easy once you maneuver through the shop”
Returned item nearly a month ago and still awaiting refund or response.
“still I haven’t received clear response about when will I receive the refund”
Returned bag before Christmas and has not received refund despite multiple contacts.
“I am and have been waiting for a refund since”
Delivery to wrong address and no refund received after multiple contacts.
“it’s been two months with no refund”
Order dispatched but no movement and delivery dates repeatedly changed.
“NOTHING has happened since then”
Regent Street store staff resolved a query quickly and delivered lovely bag.
“She got back to me super quick and solved the mystery”
Wrong item sent and customer service has not responded after five working days.
“customer service still hasn’t got back to me”
Delivery failed repeatedly with poor courier communication and no reliable updates.
“Complete shambles.”
The reviewer's daughter loves her bag.
“My daughter loves her bag”
Orders cancelled due to stock issues and offered pricier alternatives.
“my order was cancelled due to the item no longer being available”
Store offers good service and many product options.
“Great store with good service and lots of options.”
Reviewer loves the brand's unique timeless designs and collections.
“I love her homage to New York with the yellow Taxi Cab Collection!”
Store closing soon and reviewer will greatly miss it.
“I have been informed this location.. is .. closing.. 17 January.. i will miss this place greatly..”
Frequent location has great deals and gift selections.
“They have crazy deals like 70% off and more”
Charged more than advertised sale prices, pricing inaccurate.
“the prices are not accurate with associated sale going on! was charged MORE than should've!”
Store refused to exchange a stained purse within 24 hours.
“Cannot exchange stained white purse within 24 hours of purchase!”
Employee Rosita helped secure a mother's present during Black Friday.
“She deserves top notch appraise and a raise.”
First visit, tempted by sale prices while shopping for gifts.
“I came here for the first time to buy Christmas gifts”
Mei mei was very helpful; store had good discounts and variety.
“Mei mei was amazing, very helpful.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Kate Spade New York designs and sells handbags, small leather goods, jewellery, ready-to-wear, and home accessories. The brand runs retail stores, outlet locations, and a global e-commerce site with international shipping. Its range includes seasonal collections, gift items, and curated collaborations across fashion and lifestyle categories. Kate Spade belongs to a larger publicly listed luxury goods group and operates brand stores in major city centres and shopping centres.