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My latest Kate Spade drama
Some of you may remember KS and I have a very love-hate relationship. I have had HORRIBLE customer service from them in the past...
I bought a bag 5 months ago and the lining has completely ripped across the entire bag. Their policy is that they will replace it within a year and you can either call CS or go to the store.
Since I haven't ever had luck calling I went to the store yesterday. The associate is basically, "Here's the number for a repair guy. Go fix it yourself." (not as blunt as that, but basically)
Me: But I've had it for five months. Your policy says you'll fix up to a year.
Sales Lady goes onto the phone, comes back: Okay, we'll send it out to get fixed and then they'll call you and tell you how much it's going to cost. It will take 6-8 weeks.
Me: WHAT? Why am I paying for this?? I'm going to have to pay to get my 5mo bag fixed AND not have it for 2 months?
Her: Yes.
At this point I get all bitchy, (I seriously need to work on this, ha) and a manager comes over. She was *much* better but basically said they'll send it out and if the repair person thinks I did extreme damage to the bag there may be a cost, but judging from how great the bag looks it's a basic tear that they can fix at no cost to me. Then she said they would send a messenger to my office tomorrow to pick up the bag after I've emptied it of all my belongings. She said she would make sure they knew it was a rush job and should have it back in a timely manner.
I'm fine with that response for now. I will NOT be okay with that if I get charged anything.
Re: My latest Kate Spade drama
That's terrible service. Have you thought about posting on their facebook page? Sometimes it seems to get their attention. It reminds me of a pair of earrings I bought from Tiffany&co and three weeks after I bought them they fell apart. I had to pay $25 to ship them back for repair. I was so disappointed in their CS that I haven't bought anything from them since (this was 2 years ago).
I went to the 5th Ave and 20th St location. Have you ever gone in with a problem though?
It really was the one sales girl- I have to assume she was new. The manager was much better. I guess I just expect higher end brands to bend over backwards for me and KS doesn't. It was a nice gesture to send the messenger to get the bag so I wouldn't have to go back to the store though.
Holiday Card 2011
The Baloney Bug, A Blog
I have a love/hate with Kate Spade too -- I love the clothing, and last summer spent a nice chunk of change on 2 work dresses that I was told were brand new for Fall, etc. Within a matter of weeks (like less than 3) they were on sale on the website and I was furious.
That being said, Kate Spade stuff is always getting dumped at a few TJ Maxx's I go to often, and I save a ton there.
I've never gone in with any damaged goods, but I have had them do price adjustments for me (even though they weren't necessarily required to do it) and one time I was looking for something and they spent a good amount of time looking through the store and calling other stores to find something for me. They ended up ordering it from another store and they put a rush on it for me to have it the next day. I've only gone to the one on Broome though.
I got a new purse last week and they told me that they now warrantied their bags.
I had great service for the most part. The only thing that irked me was the fact I was exchanging a bag my husband got me for my birthday and I had the 3 options on the table and the SA started putting them back on the self while I was still deciding because another person came in and was looking at the same three bags she had pulled for me. I grabbed the two I was deciding between and good thing because the one I got was the last one and this girl wanted it!
Wow, tell me how you really feel. I haven't bought anything new since this bag (5 months ago) and that's when I had the shitty CS. So I haven't given them any more business- just asking that the item I purchased live up their warranty.
Holiday Card 2011
The Baloney Bug, A Blog
What TJMaxx do you go to?
Holiday Card 2011
The Baloney Bug, A Blog
Didn't you have an issue with something you bought on sale last year sometime? A wallet or something?
I wasn't trying to be b!tchy, but if you hate their CS, don't buy from them anymore.
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There is one over on East 59th (is a newer location). They usually have a special designer section also with some higher-end brand things.
If you are ever in FL, the Boca Raton TJ Maxx is also excellent. I picked up a Kate Spade dress and a Michael Kors purse a few months ago there.
The resolution with the wallet was that they gave me 25% off a future purchase, which could be combined with any sale. So fine, I was happy with that. Then the next sale came and they wouldn't let me combine, so I got in a fight with them didn't buy anything. The bag went on to go on even better sale the following week than if I had bought it previously with the combined coupons so I bought. I haven't shopped there since.
Holiday Card 2011
The Baloney Bug, A Blog
hmm, good to know. The stores are dead over there on Sunday mornings, so that's the only time I'll shop that part of town.
Holiday Card 2011
The Baloney Bug, A Blog
That's really frustrating. I hope it works out for you in the end!
I know how you feel though - I HATE Nine West CS with a passion, but I still find cute things there so I'm always tempted to order. I usually just get what I want from Zappos or Piperlime since I like them better and it's the same shoe, but I hate that I'm still supporting the main company.
I've been fine with KS myself, but I've never had a complaint. I dread the day I do!