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:01/10/2024

  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.

  Quince is a clothing company that I have ordered from in the past. While I have generally been happy with their products, a recent order was not the quality I would have expected. ************ ordered in September were falling apart at the seams by October. Quince agreed this was not up to their quality standards and provided me with $99.90 in credit with no expiration date. However, without warning, Quince decided to stop shipping to Alaska. I am an ****** resident, and neither my billing or mailing address have changed. So this is a change in the way Quince does business, and they did not provide an opportunity to spend down my credit or offer a refund to my credit card, and they were not willing to make a one time exception to their new policy and ship an order to me so that I could zero out my credit. They told me that I should explore shipping to a third party service in the States, and have that third party service ship to me in order to use my existing refund credit. I will use the credit and ship items to family in ********, so that I do not lose my $99.90. However to do so I will have to pay local taxes, and they will incur shipping costs to send my items. I am sure I am not the only customer caught in a policy change without fair notice. I would like Quince to be held accountable to finding solutions for pre-existing customers with a balance on their account.

  Business Response

  Date: 01/19/2024

  Hi,

  You sent this to the wrong company. We are a restaurant. We are Quince Restaurant located at *********************************************

  Thanks,

  ****

  ******************************************

• Initial Complaint

  Date:12/14/2023

  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 November 10, I purchased wedding bands through Quince for $794 (order number *******). One month after the transaction, the items have not shipped, and any outreach to Quince via email has been met initially with an automated reply and then a representative with wait ***** hours for a response. After weeks of emails back and forth, I am skeptical that the rings are ever arriving, in spite of repeatedly saying that they are reaching out to management for resolution. This inability to fulfill orders as well as the non-communication from the team is a fundamentally unacceptable way to conduct business.

  Business Response

  Date: 12/22/2023

  Hi ****,

   

  It looks like your order was flagged as fraud in shopify systems due to recent fraud patterns with jewelry orders. Unfortunately, the agents you spoke with either weren't familiar with the process or didn't follow it, and instead of helping you place a new order, they told you it was still going to fulfill. This information was incorrect, and I'm sorry it's been such a headache for you. I can see that you've been fully refunded, and that your profile has been cleared of any fraud flags, so should you decide to shop with us in the future, your order should go smoothly. I apologize for all the frustration, and I hope you'll give us another chance to impress you in the future.

• Initial Complaint

  Date:12/12/2023

  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.

  This is the second complaint I filed against this company. After the first complaint, I agreed to wait to see if the items would arrive. The tracking numbers they gave me never populated with any information and the packages never arrived. I am seeking a full refund for the items that I did not

  Business Response

  Date: 12/20/2023

  Hi,

  You send this letter to ** in error. The 470 Pacific Ave address is the address for Quince restaurant. 

  This letter should be for the Quince retail store located in **************************************************************************

  Thanks,

  ****

  ************

  Customer Answer

  Date: 12/21/2023

  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:12/05/2023

  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.

  Tried ordering allowed me to enter PO Box. Then cancelled my order. Provided me with a discount code for my inconvenience that wouldnt work. This was an order over $500! Then nobody answers my emails. Horrible company.

  Business Response

  Date: 12/06/2023

  Hello *****,

   

  Thanks for reaching out. It appears that when you used Apple Pay, it auto filled a different email. I see that we reached out to let you know that we wouldnt be able to fulfill to a PO box and to add an alternate shipping address, and when we received no response, we cancelled the order. I do see that we issued you a valid discount code that can be used when you log in with your ********************* email address. Please let us know if there's anything else we can assist with.

   

  ****

• Initial Complaint

  Date:12/04/2023

  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 ordered 3 items for an approximate of $480. Only 1 item arrived. They are unresponsive. I've contacted them via email and Instagram.

  Business Response

  Date: 12/06/2023

  Hello *****,

   

  Thanks for reaching out. I see that you sent us an email on 12/3, but did not click through the help article prompt to be connected to an agent. I also see that you reached out twice on 12/5, and received a response to both. The majority of your order is still within our estimated shipping SLA, and should be arriving shortly. One package however, is currently held part of a batch of our orders held at customs, and should be released shortly. 

   

  Your tracking numbers are as follows:

  Fedex 786898206102 - currently awaiting customs

  DHL 420306779274890339627702907936 - in transit for delivery

  DHL 3250680716 - delivered 11/29

  If your package does not arrive, please let us know and we'll be happy to assist. In the meantime, I have applied a discount to your order to hopefully alleviate any frustration, and I hope you give us the chance to impress you again in the future.

   

  ****

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait 5 more days as suggested, for the items to arrive. If they don't arrive I will reopen this complaint for a full refund. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/28/2023

  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 placed an order accidentally (wrong color). I tried to cancel it immediately but their website is difficult to communicate with and the contact is information is too. By the time they got to me they said it was over 15 minutes and too late to do anything. I tried to get them IMMEDIATELY and if your going to make a 15 minute limit then fix you site to be user friendly. You should have a cancel order button or have someone respond quicker.

  Business Response

  Date: 02/23/2024

  Hello *****,

   

  My apologies for the delay in response, it looks like this review was placed on another similarly named business's page. I'm sorry we weren't able to adjust the color of the item in your order. We pride ourselves on shipping our orders as fast as possible to best serve our customers, and that can make adjusting or cancelling an order tricky once the shipping label has been processed. I do see we were able to refund you for the incorrect item, please let us know if there's anything we can do going forward. 

• Initial Complaint

  Date:10/07/2023

  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.

  Quince practices are horrible. The order was not finished by me. My bank account was low and I knew these items were too expensive. So when order went thru by Quince it immediately threw me into overdraft. Overdraft fees of $45.00 were never paid by Quince. Other fees if any by my bank were never taken care of. I couldnt buy food for almost 2 weeks because my funds were depleted! So wrong. I was mislead, and they would not stop this order.

  Business Response

  Date: 10/20/2023

  ******,

   

  I'm terribly sorry for your frustration here. As was mentioned in your correspondence with our customer service teams, it is not our policy to submit orders for our customers, and we've confirmed with our technology teams that your order was not placed in error by our systems. We're incredibly proud of our ability to ship orders almost immediately to better satisfy our customers, and for this reason we have a 15 minute cancellation window which is listed on our site. Additionally, instructions on how to cancel and order are readily available on our site. I see you have been refunded for your order and that our agents have made every attempt possible to help you resolve this situation.

   

  Have a great week

  ****

• Initial Complaint

  Date:07/27/2023

  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 feel I am being scammed. I made my first purchase, which arrived in 3 separate packages. I had to return the first two items due to sizing, but they did not refund me the entire amount I was charged! I was given a $20 discount for signing up for email/texts when I made my purchase, but they removed the $20 from my refund amount, which makes absolutely no sense. I should be refunded the full amount I was charged as the discount was given at the time of purchase.In addition, I have to return another item from the order that arrived later, but when I go onto their site to process the return, it is saying another $20 will be removed from the refund amount.The **************** chat function does not work and you're not able to reach anyone by phone. You can only leave voicemail.

  Business Response

  Date: 08/08/2023

  Hello *****,

   

  I apologize for the frustration. It looks like when you created your return originally you selected "store credit" as the method of refund, which refunded you to store credit instead of your original payment method. I can see that it has been reversed back to your original payment method by one of our customer service agents, and that one of our customer service leads has refunded you the difference for your discount code, as a result of an error in our systems. Thank you for bringing this discrepancy to our attention, as it helps us improve and ensure great experiences for our customers. Please let me know if you have any other concerns and I'll be happy to help.

   

  Have a great week,

  ****

• Initial Complaint

  Date:06/17/2023

  Type:Order 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.

  A return was made with Quince. The wrong jacket was sent back when the labels got switched. Quince refuses to send back my ****** leather jacket that was accidentally sent instead of the actual return. Can you help me recover my leather jacket? They told me they dont return items sent back by accident. Please help me. *************************

  Business Response

  Date: 02/23/2024

  *******,

   

  My apologies for the delay in our response, as it looks like your complaint was added to another company's site instead of ours. As our team mentioned, when able, we are happy to return items mistakenly sent back to our returns warehouse. However, due to the size of the warehouse and the sheer number of returns and replacements we process, we aren't always able to find these items, despite our best efforts, as was unfortunately the case.

   

   

   

• Initial Complaint

  Date:03/18/2023

  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 bought a shirt on 3/12 after seeing an ad on Instagram and reading a review of the company from an influencer (Lakeshore Lady) that I follow. Order number *******. The purchase ($32.81) was immediately charged to my account but I did not receive a shipping notification. I emailed on 3/17 asking for an update and was told the following Due to an inventory miscount the (Vintage Wash Tencel Shirt) from your order #******* is actually out of stock. We are so sorry for the mix-up! As a young company, we're working around the clock to improve our inventory systems so this type of issue doesn't happen again!We have fully refunded the item and sincerely apologize again for not being able to fulfill your order. Please allow no more than 1-2 business days for the refund to be processed. Reimbursement of funds will be allocated back to the original form of payment used for purchase.The refund showed up as pending on my credit card, but then on 3/18 I get an email telling me that it has been turned in to store credit and the refund is not showing up on my credit card anymore. I have contacted the company and told them I expect to be refunded in the way I was told I would be refunded.

  Business Response

  Date: 03/20/2023

  Hello ****,

   

  Thanks for reaching out. I'm sorry to hear that we weren't able to fulfill this item for you, and especially that we refunded to the wrong form of payment. I am happy to see you were able to get in contact with our customer service team and that they corrected the refund for you. Please let us know if there's anything else we can do to help.

   

  Have a great week

  ****