My mom and I have been shopping at this store for over 15 years and have bought over 20 bags and…read morewallets between the two of us. My mom, more than anyone I know, takes pride in taking care of her things. All of her bags are in like new condition. We visited the store this weekend because two of her bags, which are otherwise in perfect condition, had straps that were starting to rip. One bag is about 8 years old and the other about 4 years old. Neither have been used constantly for this amount of time, but rather for a short seasonal period of time every year. Her other bags, about the same age or older, in this rotation from the Coach and MK outlets are not showing any sign of this problem, while both of her Kate bags are. The manager came out to speak with us, and we were met with condescension. Her response to these bags, which showed no evidence of wear and tear other than the broken straps, was that "they (Kate Spade) haven't had many problems with straps" and that "these bags are old", both of which are non sequiturs. We were literally standing there with a strap problem, so even if it isn't a common problem (which I highly doubt; people probably just buy new ones when this happens), it was her job to help us figure out how to fix it. She said that the quality of Kate Spade products is not a question, while staring directly at two clearly damaged handbags where the damage was not a result of misuse. She further condescended to us that sometimes there are problems with bags when they're left in hot cars, insinuating that these bags, which again showed no other signs of wear or damage, would only be affected by heat on the strap and no where else. With a hand wavy comment, she added that we could try a leather repair store, without any suggestion of where to go. We were extremely disappointed in the service and the quality of the bags, as it seems they are not meant to last more than 3-5 years, even if you take great care of them. Given the price, we would've hoped for much better, and most importantly, we would hope to be treated with respect. We will not be shopping at Kate Spade anymore, and if you're hoping for a bag that lasts and for helpful customer service after you've bought the bag, we recommend you do the same.