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:10/14/2024

  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 with Quince on Aug 30 2024. The order contained purchase of 3 items, one is a pre-order (Lightweight Cotton Cashmere Link-Stitch DolmanSweater Size: XL Color: Sugar Stone Preorder: Arrives around September 22). I received an email from Quince on Sept 2, 2024 that my pre-order is ready to ship, arriving Sept 22. On Sept 24 I reached out to ************* as I had to received the item I purchased, I received an email response, that the item will be shipped Oct 7, arriving between Oct 15 - Oct 18. I have received no notification of shipment, and no email with a tracking number. I sent an email to ************* today Oct 14 and I have received NO RESPONSE and NO INFORMATION on my re-order being shipped. On Quince's website, there are people writing RECENT reviews that they have received their sweater. Where is the sweater I ordered?And why is Quince ************* not responding?

  Business Response

  Date: 10/20/2024

  Hello,

  We apologize for the delays with the pre-ordered Lightweight Cotton Cashmere Link-Stitch Dolman Sweater in XL/Sugar Stone. Our pre-order requests exceeded the initial restock, but they will continue to fulfill in the order which they were received as we get more inventory. The new expected restock date for this item is November 25th. An agent has followed up via email on October 17th. If you no longer wish to wait, please respond to our outreach and we'll be happy to cancel and refund once requested. We apologize for any delays in communication due to our current high contact volume.

  Thank you for your patience and support. Please reach out if there are any other questions or concerns. 

• Initial Complaint

  Date:09/26/2024

  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.

  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,
  
  ******** ************************************* but it just says ****************************************************.

  Business Response

  Date: 09/30/2024

  Hello,

  Thank you for reaching out to our care team to address the issues with your order. We apologize for any issues you experienced while attempting to reach out for assistance. 

  After checking the account history, we've confirmed we've successfully processed your refund on 9/26/24 in the amount $279.40 to the original payment method used at checkout. You should see these funds back to your original form of payment within 1-2 business days, but it can take up to 5 business days for your financial institution to fully process.
  
  We've also received your request to delete all data from our systems once your refund is processed. You are welcome to reach out to notify us once you see the refund back in your account.

  If you have any other questions or concerns, please don't hesitate to contact us and we'll be happy to assist. If you get an automated response, be sure to respond to it to be contacted by an agent. Otherwise, thank you for considering Quince and have a wonderful day!

  Best Regards,

  ******* C

• Initial Complaint

  Date:09/23/2024

  Type:Product 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.

  Hello! 
  
  I wanted to let you know that Quince finally made this right and provided me with a refund. My complaint number is complaint #********.
  
  Thank you for all of your help! 
  
  ******** ******
  

  
  

  eached out.

• Initial Complaint

  Date:09/13/2024

  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.

   
  Complaint: 22284519
  
  I am rejecting this response because:  First and foremost, Quince has NEVER responded to my requests.  The package was, in fact, refused, and the UPS driver accepted that refusal.  As you can see from the picture, the package was not only refused, but marked "return to Sender".  If you look closely at the sender address, the package was returned to the business facility in  *****.  
  
  Sincerely,
  
  ***** ********card support team is having difficulty getting a response as well. The charge is still pending on my credit card.

  Business Response

  Date: 09/30/2024

  There was an open chargeback on order #******* but the customer's bank has since resolved it in Quince's favor. We'd be happy to refund the order if it was refused and sent back, but the tracking link provided by *** shows that this package was successfully delivered on June 4th. There is no indication that this was refused and Returned to Sender as we would typically see. While we appreciate the photo that was provided, we need supporting documentation from *** directly, to verify what's shown.
  
  *** Tracking Link: *************************************************************************************************
  
  On 9/9/24, we asked the customer to follow up with *** to have the tracking information updated or have them provide supporting documentation showing this was refused and returned to sender so we can refund the order and resolve this issue. We have not heard back.

  Business Response

  Date: 10/20/2024

  We apologize for the disappointing experience, however since we have not had any supporting evidence provided from *** to corroborate the package was returned to sender, we are not able to provide a refund or alternate resolution. The chargeback that was submitted by the customer was resolved in Quince's favor after providing the appropriate documentation showing we've followed the proper protocols and procedures. 

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22284519
  
  I am rejecting this response because: The package was refused and returned to the sender's address indicated on the package.  The package was returned to Quince's warehouse in *****..their showroom in ****** *********** ****** ***** to be exact.  Since they deal with foreign countries  to supply their goods without notifying the consumer, they need to reach out to their warehouse in ******
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/03/2024

  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.

  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,
  
  *********************************

  Business Response

  Date: 09/04/2024

  Hi ******,

  I'm so sorry to hear about the customs hold on your packages. We ship from warehouses around the world so this can happen, but we will always work to resolve this and ensure you receive your order within our quoted time frame of 6-9 business days. I just checked your tracking and it looks like the customs hold issue has been resolved and your package should be on it's way. 

  Your packages should arrive no later than September 9th which is the 9th business day from when you placed the order. Should there be any issues that cause you not to receive your order, please let us know and we will be happy to offer a replacement or a refund for the order.

  You can reach us directly via phone, email or live chat. The information on how to contact us is on the Contact Us page of our website.

• Initial Complaint

  Date:08/16/2024

  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 have returned 2 separate orders with this retailer and it tacking clearly showed that they were delivered, yet I received a partial refund that did not account for 75% of the items returned and they are disputing a 2nd return that clearly shows in the tracking information that it was received. The first incident was resolved as they checked and mysteriously found those items restocked and issued the complete refund. For the second return, they are telling me they never received the one item and want the drop-off receipt, which I do not have. So essentially, they are actually saying that I sent an empty soft package bag (their own) back to them without anything in it and it was delivered, as is clearly designated in the tracking information, in order to fraudulently get a refund. This could not be further from the truth and I have to question the ethical aspect of their (according to them) "new" return process. I have filed a dispute with my credit card company and informed them of my intention to report this fraudulent behavior to whoever I can in order to bring attention to this matter.

  Business Response

  Date: 08/22/2024

  Hello,
  
  Thank you for reaching out with your feedback and concerns! Were sorry to hear the change in our returns processes has not been a positive experience for you, but were happy to address the issues youve raised.
  
  In order to provide the best shopping and returns experience as an online retailer, we are constantly looking for ways to improve. Weve recently updated our returns policy and processes, which were happy to outline below.
  
  Once our carrier receives your return package, it typically takes 7-14 days for the return to be received at our returns warehouse. Refunds are processed 7 calendar days once received by our returns warehouse. You will receive an email confirmation once your refund or exchange has been completed. Once you receive a refund notification, the refund will show on your credit card in 1-2 business days, depending on your financial institution. If you are returning an item for store credit, your store credit will be issued as soon as the carrier weighs the item and it is in transit.
  
  In some cases, our customers may mix up return labels or send back multiple orders in one package, which can cause processing delays. Our team is working to confirm these items as quickly as possible, but depending on the volume of returns, the response time may vary. This is why we ask for ample time to ensure everything is processed correctly.
  
  If there is an issue with processing a return, were happy to reach out to the customer to request more information to ensure the process was followed correctly and to confirm we have everything we need to resolve. We understand verifying information may be an inconvenience, but we apologize for any offense or confusion.
  
  After reviewing your outreaches, were happy to see that you were eventually refunded $31.99 for the item in question on August 16th, which is within our estimated processing time window. 
  
  I hope this clears up some of the confusion regarding our updated returns process. Again, we apologize for any frustration this may have caused. If you have any further questions or concerns, please don't hesitate to reach out. We're eager to turn your experience around and look forward to seeing you shop with us again soon.

  Best Regards

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising 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.

   
  Complaint: 22043533
  
  I am rejecting this response because: I do not think this response is sufficient. The company is still wrongly taking tax money. If they were committed to doing the right thing, they would have a notification on their gift card page and at checkout, letting customers know tax should  not be charged, and having a process to refund the incorrectly charged tax.
  
  Sincerely,
  
  ************

  Business Response

  Date: 08/01/2024

  Hello,
  
  Thank you for your feedback! We sincerely apologize that you were charged taxes on your gift card purchase. As you stated, taxes should not be applied to Gift Card purchases, and were happy to address the concern.
  
  Here at ******, we pride ourselves on providing a stellar customer experience. To do so, we are constantly working to improve our processes by implementing new technology and updating the tools we have at our disposal.
  
  At this time, we are working to improve our Gift Card options and processes, so some functions arent working as they normally should. We do our best to limit customer-impacting issues but also understand the need to test our changes in real time to address any problems as they arise.
  
  I assure you that our teams are actively working to address this specific issue and will have a fix in place soon to ensure taxes are not charged on Gift Cards. In the meantime, should you notice any issues or discrepancies, we encourage you to continue to reach out to our Support Team so we can resolve them. 
  
  We appreciate you contacting us and providing invaluable feedback as we work to improve the overall customer experience. If there is anything else we can do for you, please don't hesitate to reach out to us directly.
  
  Thank you again for your patience and understanding.
  
  Best Regards
  
  

• Initial Complaint

  Date:07/01/2024

  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 ordered two items on 6/21/24 that were shipped separately, both by ****** They were both shown as delivered by the shipper on 6/27/24, and there was a photo showing one box and one black envelope. The black envelope contained the more expensive item, a diamond ring. When we opened the door the receive the packages within two hours of delivery, the black envelope with the ring was missing, I immediately reported it missing with *****, and contacted Quince 3 days later per FedExs recommendation, I was told there was no police for refund or replacement of stolen items, yet I was not given any options such as requiring a signature upon delivery in order to deter theft of these items. Quince did nothing to help me, except offering empathy and apologies. In addition, when I tried to write a review about my experience on their website, it was never posted, and I STRONGLY suspect they they are deleting negative reviews, in violation both of laws and of customer trust.

  Business Response

  Date: 07/11/2024

  Hi *******,
  
  Thanks for reaching out! Were truly sorry to hear about the shipping and delivery experience with your order, but Im happy to clear up any confusion or concerns.
  
  The order was placed on 6/21/24 with free standard shipping and was delivered ahead of schedule on 6/27/24. This shipment did not require a signature, but we recommend reaching out to any of our carriers to provide specific delivery instructions once its been handed off for the final leg of delivery. This should prevent similar issues from occurring going forward. 
  
  As you mentioned, Quince is not responsible for stolen items, but we appreciate and value our customers time and business. That said, Im happy to see our team was ultimately able to provide a replacement for the missing ring!
  
  You also mentioned submitting a review that was not posted. Since our product reviews are specific to the product, the review was not published because the Ring in the original order was never received. However, we appreciate the updated 5-star review you submitted since receiving the replacement!
  
  Please know that we take your feedback seriously and will continue to improve our processes to ensure a pleasant and satisfying experience. If there is anything else we can do for you, please don't hesitate to reach out to us directly.
  
  Thank you for your patience and understanding.
  
  

• Initial Complaint

  Date:03/26/2024

  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.

  On 3/10/2024, I sent in 3 return packages to Quince. One of the packages contained gold earrings, the two other packages contained clothes. I was given a partial refund for the two packages containing clothing items, and no refund for the gold earrings. I reached out to a Quince representative via chat and after a brief conversation, they told me I did not initiate a return request for all of the items I returned. They then told me the Quince team would verify the other clothing items were included in the packages upon arrival, and that I would receive a refund upon verification. I reached out again on 3/14/2024 - I was told my return was received and a refund would be processed. I was told to reach back out if a refund wasn't processed by 03/21/2024. I also informed the representative that I had not yet received a refund for the gold earrings. They told me that although the package had been received, the earrings were not in it and that I needed to return them for a refund. After going back and forth trying to explain to them that I did not have the earrings because I returned them, I asked for the issue to be escalated up the chain. I reached back out again on 03/25/2024 because my refund for the clothing items had not yet been processed. They escalated the problem to leadership and I received an email stating that a return was not requested for some of the items. I was asked if I accidentally included the items in a different package. I previously told a different rep this was the case - not sure why they didn't look back at past conversations. They also told me I would not refunded for the earrings because they were not in the returned package. I went back and forth and explained to them that I put the small earrings in a much bigger box and it could've been a mistake on their part. I even asked for a picture of the package and haven't received anything. It's been weeks - I have no earrings, no clothes, no refund. This is unacceptable and must be resolved.

  Business Response

  Date: 09/19/2024

  The customer requested multiple returns but didn't use the appropriate return labels when sending the items back. When the returns arrived we have our warehouse staff manually inspect the packages to see what was returned and the customer did not return the 14K Gold Bold Medium Hoops. The customer acknowledged that she sent back incorrect items with her returns but maintained she sent the earrings back. We followed up with our warehouse multiple times and although we did find some of the other items the customer sent back, there were no earrings. After an exhaustive search we let the customer know we could not refund the earrings since we did not receive them. 

• Initial Complaint

  Date:03/08/2024

  Type:Delivery 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.

  Better Business Bureau:
  
  I wish I wasnt forced to file a bbb complaint in order to get a refund and a disingenuous apology. However, I have reviewed the response made by the business in reference to complaint ID ********, and find that finally receiving a refund for the product never sent is satisfactory to me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/14/2024

  Hello ****,

   

  I apologize for the delay, it looks like when you reached out to us, you didn't click through the article recommendations to be connected to an agent. There was a technical issue on our site with the sweater you pre-ordered, and as a result, it has not processed. I have refunded you in full for this item. Please let me know if there's anything else I can assist with and I'd be happy to help.

   

  ******