Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a diamond gold ring from ****** on 11/15 for 265. using Afterpay. I reached out in mid April when the ring kept turning my finger black. They said it was defective and offered to send me a replacement if I sent the ring back. I sent the ring back in April and they received and sent me a new ring. I noticed on the new ring the gold was different so was hopeful but that the diamonds were not aligned so I shared pictures and said I just wanted to return. I returned the ring and they received it. They said they issued me a refund but then the refund never came through from Afterpay. Finally after many conversations I was told to go figure it out with Afterpay. I put a ticket in with Afterpay and they came back and said they do not get involved in refunds past 120 days. I went back to ****** and they are now saying I need to accept a store credit instead of a refund. I returned both rings because of quality issues from the vendor. I have multiple emails where Quince said they would refund me and apologized for the quality issues but they never received the refund and now are saying the can only offer me a store credit. I don't plan to buy anything again from them after this experience and therefore do not want to a store credit I want my money back.

• Initial Complaint

  Date:04/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a return for my order with Quince. I ordered and returned two items, totaling $109.90. With my purchase, I used a $50 gift card that I received as a gift. I used the full amount and then threw away the gift card. Upon returning my order, I opted to receive store credit in the amount of $50 (the same amount as my gift card). I expected to receive the remaining $59.90 as a return to my credit card. I received an email confirming my return stating as such (attached). I was in shock when I saw a refund for $9.90 on my credit card statement. I immediately contacted ****** customer service who advised that the remaining $50 balance was returned to my gift card - which was thrown away after this order as it had a zero balance. I demanded that they return my stolen $50 to my credit card and advised that I would report them to the BBB as what they are doing is theft.

  Business Response

  Date: 04/29/2025

  Hello! Thank you for taking the time to share feedback about your shopping experience with Quince. We apologize for any issues with your refund and the miscommunication about the refund method in the confirmation email you received, but we're happy to address your concerns. 
  
  When the return was set up for the items in your order, one was set up to refunded to Card and the other to Store Credit. The item that was refunded to Card, was refunded to the Gift Card you used on the order rather than your Debit/Credit Card, because it ensures the quickest refund. A refund to your Debit/Credit card could take 1-5 business days to process. That said, we'll work with our teams to ensure this is clearly communicated when setting up a return and when a refund confirmation email is sent. We apologize for the confusion in this case.
  
  We're happy to share that our team has since fully refunded the order to your card by converting the Gift Card refund to Store Credit and applying it to a previous order as a refund to your Debit/Credit Card. We encourage you to hold on to Gift Card numbers in the future in case there are any refunds processed back to it. 
  
  If you experience any other issues or need further support, please don't hesitate to reach out to us directly for assistance. We appreciate you for bringing these issues to our attention and hope you have a wonderful day!

  Best Regards,

  Quince
  

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some clothing items from quince. I returned several items. I noticed that I did not get a refund for three of the items. They were packaged together with one item that was refunded. I tried contacting the company but they didnt get back to me a couple of months ago. I contacted them again and they havent gotten back to me from Sunday 4/20. They promised in the message to resolve the issue and email me. *** had no emails. They dont answer the phone , texts or messages. They owe me $159 back. I want my money back.

  Business Response

  Date: 04/29/2025

  Hello! Thank you for taking the time to share your feedback about your shopping experience with Quince. I'm sorry to hear about the issues with your return and refund, but happy to address these concerns.
  
  After reviewing your account and interactions with our team, we determined the return was sent back incorrectly as multiple returns were packaged together. While we understand this may have been an attempt to save on shipping costs, returns are tracked and processed once each return label has been scanned by the carrier and then delivered to and inspected by our Returns team. If the returns are mixed, this could cause delays or discrepancies in any refunds or exchanges due.
  
  That said, we're happy to share that our team reviewed the returns and we've processed full refunds for the returns that were pending. You will see the funds returned to your original payment method within 1-2 business days, although it may take up to 5 business days for your bank to fully process the transaction.
  
  If you have any other questions or concerns, please don't hesitate to reach out and we'll be happy to help! Otherwise, thank you so much for shopping with Quince, and have a wonderful day!

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: Feb 1, 2025 Amount of money: $449.39 Nature of dispute: Return not processed, customer service not helpful What was the business commited to provide me: Secure return process Has the business tried to solve the problem: No Nature of the dispute: Item went missing from business during return process I purchased a diamond necklace from Quince but returned it because the diamonds didnt lay flat, making it unsatisfactory for the price. I ***ackaged the necklace securely, using an inconspicuous box, attached the return label, and shipped it via *****. While the package was promptly delivered, the return status remained pending for over three weeks. When I contacted customer service, they ***eatedly requested a receipt for the shipment despite my providing the tracking number, which included all necessary details.Eventually, I was told the package was returned empty, and again they demanded proof of the package weight from my receipt. This reasoning was flawed: the tracking information already includes the weight (receipt not needed), and I used a different box than what was originally shipped. After escalating the issue, I was called by a customer service *** who went down the same rabbit hole about the package weight. After I asked a few questions she finally conceeded that this detail was irrelevant. I was informedwithout evidencethat their internal processes indicated the box was indeed returned empty.I know the box wasn't empty so I know the necklace was lost or stolen during the return process. Quince CS does not seem to be concerned whatsoever at the possibility of internal theft. Upon further research, I discovered similar customer accounts describing missing jewelry and eyewear returns with similar disputes over shipment weight and ***** receipts. Quinces return process is insecure and lacks accountability, which needs to be addressed.

  Business Response

  Date: 04/29/2025

  Hello! Thank you for taking the time to provide feedback about your shopping experience with Quince and for bringing this matter to our attention. I want to sincerely apologize for the frustration and inconvenience youve experienced throughout this return process. We understand how upsetting it must have been to be told your return could not be processed, especially when you followed the appropriate steps on your end.
  
  After further internal review, we've taken a closer look at your case, including the package weight discrepancy and the communication history. While the return weight differed from the original shipment, we recognize that this alone should not have been the sole factor in determining the outcome, especially given your prior history with us and the confirmation that a different box was used for the return.
  
  We genuinely appreciate you as a customer and regret that our initial handling of your return fell short of the service standard we strive to provide. As a result, we have issued a full refund for your order, which you should see reflected in your original payment method shortly.
  
  Additionally, weve shared your feedback internally to help improve how we evaluate and process future returns, especially for sensitive items like jewelry.
  
  Thank you again for your patience and for giving us the opportunity to make this right. If you have any further concerns or questions, please dont hesitate to reach out directly. 

• Initial Complaint

  Date:04/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No order confirmation but charged my account. No phone number to call.

  Business Response

  Date: 04/16/2025

  Hello!

  Thank you for taking the time to share your feedback about your shopping experience with Quince. We're sorry to hear you didn't get your order confirmation, but we're happy to address your concerns.
  
  After reviewing your interactions with our team, it appears you placed an order and reached out via text when you didn't get your confirmation email. Our agents attempted to assist you, but were getting spammed with texts from you expressing your frustration and requests to cancel. We checked our systems and verified an order confirmation email was sent when the order was placed, so we suggest checking Spam/Junk folders or making sure there weren't any typos in the email used to place the order.
  
  Since the order had already been fulfilled and was prepped for shipping, we weren't able to cancel but provided the return instructions for when it arrives. We also reassured you there would be no cost to you and a full refund could be provided once returned. Our team also sent a follow up email to the email address on file with the order invoice and order number. Our team has made repeated attempts to assist via SMS, but if you prefer to speak over the phone, you can call *************** to leave a voicemail requesting a callback. Our team is available Monday through Saturday from 9am - 6pm EST.
  
  Again, we're so sorry that this wasn't the experience you expected from us, but if you have any further questions or concerns, please don't hesitate to reach out to our team directly. We'll be happy to help!

  Best Regards,

  Quince

• Initial Complaint

  Date:04/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a suit and the order was returned by the delivery company. Their delivery company, ****, insists upon delivering my items to a closed business despite me asking them not to. This has resulted in lost merchandise. Quince verified that my order was returned by ****. I attempted to reorder the original items, only to discover they were sold out and would not be restocked. So then I agreed to replace the items with another color. The associate that was texting me placed an order for the wrong items. After this debacle, I am completely unable to get in touch with anyone from Quince regarding a refund or a correction of their mistake. They have no real way to vet in touch with their customer service personnel if they do not want to correct an issue. I find this to be a poor business model. I am out money, and they won't speak to me. I will dispute this with my bank. Ridiculous!

  Business Response

  Date: 04/16/2025

  Hello!
  
  Thank you so much for taking the time to provide feedback about your shopping experience with Quince. We're disappointed to hear that it wasn't a positive one, but we're happy to address the concerns you've raised.
  
  After reviewing your interactions with our team, one of our agents selected an incorrect item when setting up your replacement order. This was completely on us and we apologize for the mishap. I also see that you attempted to contact us once you noticed the error with your replacement order, but due to a confirmed technical issue, your messages were misrouted and you didnt hear back from us in a timely manner. Thats completely unacceptable, and weve escalated this to both our engineering and leadership teams to make sure it doesnt happen again.
  
  We have since confirmed that the erroneous replacement order has already been canceled, so we've processed a full refund of $140.18 back to your original payment method. You should see those funds reflected within 15 business days depending on your financial institution.
  
  As a sincere apology for the frustration and inconvenience, weve also issued a discount code youre welcome to use on a future order, should you decide to give us another chance. While we know this doesnt undo the experience, we do want you to know were taking it seriously.
  
  Were genuinely sorry for the hassle this caused from the delivery issues with the original order, to the inventory mix-up and the delay in communication. We appreciate your patience, and if theres anything else you need, please don't hesitate to reach out directly and we'll make sure someone assists. If you prefer a phone call, you can leave a voicemail to request a callback Monday through Saturday from 9am - 6pm EST at ***************.
  
  Best Regards,

  Quince

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a ring to Quince in February, and I was told I received a refund March 1, 2025. After noticing that I actually did NOT receive a refund, I contacted Quince. I have been told by over 6 different employees that my refund will be processed in 1-2 business days; each time, this was a lie. Further, theyre only indicating that Ill get a store credit, but I should be getting the money placed back on my credit card, which I used to make my purchase. Quince also tried to simply send me another ring, which was not an approved purchase; luckily, I cancelled that attempted order. Where is my refund?

  Business Response

  Date: 04/02/2025

  Upon reaching this issue, I  do see that there was a system error when we initially tried to process the return. When the customer reached back out to us 3/20/25, we processed the refund for the customer and followed up via email to confirm that refund. The refund was for $48.07 to a Mastercard ending in 9291. This refund should be reflected in the customers account by now since 5 business days have passed.

• Initial Complaint

  Date:03/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed Feb-4, diamond ring, order total $1477. Order received on Feb-12, ring was too large so I contacted Wuince the same day to start a return. They sent me a shipping label and I dropped off the package at ********* where they accept ****** I watched the tracking and I reached out to the company one day after it had been received by their warehouse. They confirmed receipt and said I would be refunded by Mar 3. I reached out again on Mar 4, they apologized for the delay and said they would expedite the return process. I reached out a third time on Mar 7 and threatened to file a claim if it was not resolved and they said they did not have the ring and that they would not be processing a refund. I have also filed a claim with ******. *Photos of the ring were taken 18 minutes after I received the shipping label via email, as I was packing the ring to ship, They were taken as proof because when I requested the return I could tell by the companys response that something didnt feel right.

  Business Response

  Date: 03/18/2025

  Hello! Thank you for taking the time to share feedback about your experience with Quince. We appreciate you for bringing your concerns to our attention. We completely understand the frustration and inconvenience this situation has caused, and we sincerely apologize for the delays and confusion regarding your return and refund process.

  I've pulled up the return and order information and after receiving your return on February 24th, our team had some difficulty locating the ring inside of the package at our returns warehouse. We fully recognize how important it was for you to receive your refund in a timely manner, so we apologize for this delay in the process. On March 8th, after our team requested a re-inspection of the return, we successfully located the ring and immediately processed your refund.
  
  However, we encountered an additional delay due to an open ****** dispute, which temporarily prevented us from completing the refund. We have since resolved the ****** dispute and can confirm that your full refund has been processed!
  
  We genuinely apologize for the delays and the confusing communication throughout this process. Your patience and understanding are greatly appreciated, and we are committed to improving our processes to prevent such issues from occurring as we move forward. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly. Otherwise, thank you for shopping with Quince and we hope to see you shopping with us again soon.

  Best Regards,

  Quince

  
  

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased order#******** of $$401.27 2/5/25 and returned the full order. Quince has confirmed that they received it and allegedly refunded the full amount. I used the payment form: Afterpay. Afterpay states Quince has not issued a refund. I have been going back and forth with no resolution. Quince requests information Afterpay does not want to provide. Quince confirmed I should have received a refund by the 24th of February but I have not. Quince is not giving me a resolution and I want this done so I can move on.

  Business Response

  Date: 03/06/2025

  Hello,

  Thank you for taking the time to provide feedback about your shopping experience with Quince. We apologize for the issues faced with the return and refund, but happy to address your concerns!

  After reviewing your interactions with our team and return history, a refund should have been processed on February 19th when your packages were confirmed as received by our returns facility. However, there was a slight delay in processing on the backend that our Care Team was unaware of. Before the refund could go through, a dispute was opened with Afterpay. The dispute was causing further delays to resolve the issue, but I'm happy to share that our finance team was able to escalate this and have ensured a full refund has now been processed.

  We apologize for the delays and any frustration that may have come from this situation. If you still aren't seeing the refund processed by March 15th, please reach out to our team so we can provide further assistance. Thank you so much for the feedback and for shopping with us! We truly value you as a customer and hope to see you shopping with us again soon.

  Best Regards,
  Quince

• Initial Complaint

  Date:02/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order ******** was shipped in two shipments. One part was delivered, the other part was stuck.I reached out to customer service over 25 times and an agent took 5 days to finally respond to me.The agent offered me the opportunity to cancel my order that is not being delivered and I accepted the offer to cancel.Then randomly another agent re-ordered my items WITHOUT MY PERMISSION.Replacing the order again with out my consent is fraud and they are refusing to cancel the second order. I plan to file with every single third party that I can so I can ensure this company is on file as fraudulent in business practices with its US based ************ you can see from the screenshot of the email, they offered a cancellation, and for some reason they replaced my order without my consent.

  Business Response

  Date: 02/19/2025

  Hello!
  
  Thank you for taking the time to share your feedback about your recent shopping experience with Quince. We're sorry to hear about the delays and issues with your order but happy to address your concerns with you!
  
  After reviewing your interactions with our ************* team, we've confirmed that your original order was impacted by the unexpected customs delays due to the recent trade laws and tariffs. Our logistics team proactively worked quickly to process a replacement order for you with priority shipping in an attempt to get your items to you on time. You were never charged for the second order or priority shipping, we just wanted to ensure you received the items you were expecting. However, we see that you reached out and asked for a refund instead. As a result, **** issued a full refund for the original order to your original payment method. You should see the refunded amount within 1-2 business days, or up to 5 business days depending on your bank.
  
  I truly apologize for the delay and the frustration it may have caused. This was not the experience we wanted for any of our impacted customers, but if theres anything else we can do for you, please dont hesitate to reach out. Were here to help! Thank you for shopping with us, and have a wonderful day!
  
  Quince