kate spade new york

Much like other reviewers have commented the customer service in this store is excellent!
I came in on Saturday with a tear in the leather of the bag and employee Michael James was able to help me out with the situation. He didn’t have to help me as much as he did but went above and beyond to help me out with my favorite bag.
Thanks so much Santana Row KS team! I will be back for more bags once paycheck day comes around.

I’m surprised the reviews are so bad for service. I had lovely service from both sales associates working– AND I was just looking at sale stuff– because I’d gotten a full price bag at Christmas (For myself! Thank you self!). And so I got little gifts for friends– nothing much– a few «Cheers» wine bags (and the lovely sales associate said there were more in the back, if I wanted more– that’s really nice, I think). Then when I went to pay, I was shown some more sale priced stationary– so I got it, of course– because who doesn’t need adorable gifts for their friends? I do! So I loved the shop (not the prices– wish I could have justified getting the daisy bag, I love it so), and the service, and I thought it was an excellent experience. I wish I remembered the names of the two associates who helped me– I’d like to give them a shout out– they were working Friday, May 27, around noon, and were just as sweet and helpful as could be.

Wow, looking at the reviews for this place, I’m a little surprised. The salespeople there when I went with my mom were super helpful, and not pushy at all. In fact, they showed my mom some stationery that had just been marked down and she ended up buying it! And I was able to browse purses without feeling pressured to buy. The salesgirl kindly went into the back to show me a different color of a purse I was looking at, so I got to see different options.
I think this is a really cute store. Small, but cute, reminiscent of boutique stores in London (you know the small ones, completely devoid of price tags…). The only Kate Spade I’ve been to is the outlet in Livermore, so it was great to see the new stuff. She has such a cute style, similar to Marimekko or Betsey Johnson, but much higher end. The purses are so cute. I plan on buying one of the large leather ones for my birthday (as my gift to myself, you know). The window décor is so fancy, it’s almost like art. Window shopping here is a blast!
Some things to keep in mind:
1) Commission-​based stores are going to sell more aggressively — this is typical of high-​end stores, and you’ll be hard-​pressed to find one that isn’t online and isn’t like this.
2) Things in here aren’t cheap. The coin purses alone are $ 50+!

The customer service was excellent. I went in looking for a present for my girlfriend and the staff was very helpful and welcoming. Shayne helped me locate the perfect purse for my girlfriend that was in my price range. Great experience.

I’ve been to this location many times and always receive terrible customer service.
Whenever I walk in, the sales associates stare at me then continue talking. I don’t even get a smile or greeting.
Each time I go in hoping I receive at least somewhat good customer service to buy the ice cream cone phone case.
I’m just going to purchase online now.

The return policy here is ridiculous. If you have a gift receipt you can only exchange for something in the store. In my case, I had to ask the purchaser for the original receipt since I wasn’t interested in anything in the store at the time. There’s also a catch with an original receipt — if your purchase is over $ 200, they will mail you a check for the refund. It’s all such an inconvenience to the customer. Kate Spade needs to re think this absurd policy.
I love Kate Spade products. However, all these hoops and tricks they’re making me go through for a purchase that was originally made in cash, makes me rethink bringing my business back to Kate Spade as a whole.
2 stars for causing unnecessary inconvenience to your customers, Kate Spade

I had the most amazing experience with the professional and accommodating staff at this KS location. I had recently ordered 7 items from KS online including a purse, wallet and 5 wristlets for my bridal party. When the shipment arrived, I found that they came wrapped only in plastic, and lacked the serious WOW factor. The staff informed me I could purchase boxes (which were perfect, I bought boxes for all my items) and provided stickers and tissue paper for the various sizes items I had ordered. I am so pleased with the way I was helped and treated given I had already made purchases and only needed some direction. Love the Kate Spade team in Santana Row!

Customer Service at this place is awesome. Everyone was super friendly and not snotty.
The specific person who helped me yesterday was Michael A (that’s what the receipt said — I was in a hurry and I did not get his name personally). He was super patient and super helpful, even though I was probably kinda short with my answers. My daughter was napping in the car while my husband was circling around since there was no parking space, thus my state of mind was not at its best.
Also, if you are looking for sales, look in the stores because sometimes you get the sizes that were out even online.

I love this place! I always stop in if I am shopping or dining at Santana Row. The sales associates are pleasant and never pushy even if I tell them I am only browsing.

I couldn’t agree more with most of the reviews below. The sales associates are simply the sweetest and very easy to approach. I’ve only been to the store a few times, but every visit has been enjoyable & pleasant. The staffs were super friendly and helpful and knew when to assist me and when to let me do-​my-​thang. I love coming here to browse and shop as the environment isn’t so up-​tight like other brand stores (such as Chanel, Gucci, etc.)

I took my mom here yesterday because she wanted to buy herself a new handbag, we had a great experience here at the Santana Row location. Linh-​Thao D. was our sales lady, she was fabulous! Linh-​Thao was very humble, hospitable, friendly, and helpful. She treated us very well and we will definitely be returning here. Thank you for a lovely time! :)

Nancy was not very professional. My 3 friends and I who all shop here frequently and came in because we got the 25% personal email invite for the sale going on. Apparently it was Thurs and didn’t start till the weekend and she told us about 10 times «The sale is going on all weekend» but you can pre-​sale today. She was very sharp and sort of rude. Then when at the front of the store looking at the new Magnolia Bakery items, she looked at her clock and said «Oh it’s 9:00!» as if we needed to leave the store so she could go home. In the past, it has always been a pleasure to shop at this location and everyone has been so great.

The sales associates are literally the sweetest. When I shop, I spend a long time browsing and rarely buy something unless its at a ridiculous deal; basically, I’m a commission-worker’s NIGHTMARE. Nevertheless, Katie, the sales associate who helped me, was so approachable and knowledgeable. I felt comfortable and welcomed, and will definitely be coming back when I decide to splurge on a Kate Spade purse!
Also, the store is always organized, beautiful, and well-​stocked, and the fitting room is gigantic!

Great service and very easy shopping for Mother’s Day Gift. They even have a promotion with $ 50 gift card for spending over $ 250. Free wrapping in a nice box and FREE mother’s day card. I was in 10 mins before it closed and I was out before 9.00 pm on weekend.

The girl with the glasses was super helpful!

I love love love Kate Spade! It’s cute girly and stylish! It’s located in the perfect area in Santana Row. You can park in the front parking structure and just run in if you need to but I wouldn’t rush in here! The workers are helpful and nice. They have good sales as well. I think KS can be for little girls all the way up to grandmas! They have the perfect variety.

FAR and BEYOND better than the KS Stanford location and staff.
When spending this sort of cash I think that great service is crucial and this staff rather than the Stanford staff provide this. I came in on a friday night just to browse, (great service might get me to buy) and everyone was so nice! At Stanford they tend to be rather pushy and ignore you if you aren’t buying a big ticket item, in my experience. They had a great selection and next time I want to buy a KS item I will make the trip down here rather than going to Stanford.

Cute stuff but terrible customer service and staff. I love the location and would have loved to shop but was turned off but the people working there.
We had something to return and didn’t know it was from an outlet. I wasn’t find of the condescending tone or their lack of customer support.

The 3-​star review is for the (lack of quality) sales service. The salesgirl I am speaking about is a thick Caucasian girl with light brown hair, who was positioned near the jewelry table.
My girl friend and I came here specifically to check out some Kate Spade jewelry in person. She had the bow ring and several bangles in mind. After some time, she decided to get the ring and a bangle and asked for new ones of each that were not off the display table. The salesgirl replied that all the ones on the display were already «new.» My girl friend then politely asked if she could have items that were still packaged and had not been «touched» or tried on by anyone else. The salesgirl began to open the drawers underneath the display, but said plaintively: «Well, I can’t guarantee that none of these have been touched.»
At this point I was rolling my eyes, but my girl friend headed to the register to buy the items. The salesgirl took the ring and bangle out of their respective plastic bags (completely defeating the purpose of why my girl friend wanted packaged items in the first place) and put both items into one Kate Spade bag. She then said semi-​sarcastically, «Here you go! And I promise no one has touched them.»
I don’t understand the salesgirl’s attitude. You are working in a store that is on the same row as Gucci and Salvatore Ferragamo. Your store sells semi-​luxury items and you cater to people with money to buy those items. You are making commission off of the items your customers buy. Finally, I thought it was standard procedure, not some special request, to go to the back of the store to retrieve a new purse/​pair of shoes/​whatever item your customer is purchasing. Here, the girl didn’t even need to do that: the drawers were underneath the display table, right in front of her. Yet she acted like it was such a hassle to accommodate a customer’s perfectly acceptable request.
Customer service is everything because it makes or breaks the experience of purchasing something. This Kate Spade store is in a good location, is well-​stocked, and is artfully designed. But they really need to rethink how their salespeople treat their customers.

I love Kate Spade. I love the Stanford store and decided to check out this one at Santana Row.
Walked in to look at bags and shoes, and after about 10 minutes, I had to leave because of the pushy salesperson! I felt so hassled!
Do I need help? No.
Am I looking for a particular bag? No.
Do I like structured bags? It depends.
Do I like big or small bags? I’m just looking!
After a few more questions and descriptions of merchandise I wasn’t interested in, I really wanted to ask this sales lady to shut up. People need to leave their browsers alone. I was actually quite seriously looking to buy but ended up being so turned off by the experience and just had to get out of there. I think her name was Ashley.
Ashley, if someone says they are just looking, and you already tell them that if they need anything to ask for you, leave them alone after that!
The store itself is very nice with wonderful displays and is quite spacious for a Kate Spade store. It’s sad that now I’ll probably be hesitant to stop in after this pushy experience. Yeesh!