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:10/07/2023

  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

  ****

• Initial Complaint

  Date:03/11/2023

  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.

  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. CS had already contacted me and gave me a full refund. Thank you.
  
  Sincerely,
  
  An Glorieux

  Business Response

  Date: 03/20/2023

  Hello An,

   

  Thanks for reaching out, and I'm so sorry you had trouble both with your item and processing a return. I'd love to help you out with this. Please contact us at ********************************** with your order number (*******) and let our customer service team you need a refund or replacement (your choice). We'd be happy to take care of this for you. 

   

  Have a great week

  ****

• Initial Complaint

  Date:01/12/2023

  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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Man, I tried contacting Quince customer service every day via the chat function on their website and via email. I did not receive a response during that entire period of time. On 12/23, I got a generic email saying that Quince was experiencing shipping delays due to general holiday-related carrier delays and due to the storm.My order did not arrive by Christmas. I emailed Quince saying that I wanted the portion of my order that did not arrive to be refunded (it was a total of $240.) On 12/27, I finally received my order, as well as an email response from Quince. The email said that they were refunding me $50. I asked to be refunded the full amount. They refused. I am still seeking a full refund.

  Business Response

  Date: 01/13/2023

  Hi *****,

   

  Thank you for reaching out and letting us know about the issue, I sincerely apologize for the delay in receiving your order. I've gone in and processed the remaining refund of $190 as requested.

   

  Please let me know if you need anything else.

   

  All the best,

  *****

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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: 18617082
  
  I am rejecting this response because:

  It is untrue that I did not respond. I responded to the customer service email address as well as the customer service chat feature, and not the affiliate program email address.I attached a copy of communication with Quince on December 6.

  Also, this response does not address the key point: there is no evidence that I posted the referral code as anyone can post on Reddit. Therefore, I should be entitled to referral points earned by my network, given that Quince is still giving the discount to my referrals. They are benefitting from new customers from my network and not following through on the credits I have earned.

  
  Sincerely,
  
  ***************************

  y earnings for each new customer.At the time my code was disabled, I was averaging 5-8 new customers a day (or $100-160 in credits per day). Quince has since hidden all my referral information from me, so I can no longer see how many people have used my code. I therefore do not have an exact number of how many referral credits I have wrongfully been deprived of.This is deceptive and fraudulent because Quince is reaping the benefits of all the work I have done over the past 12 months to promote the company. They are accepting my customers for their benefit, but are not holding up their end of the agreement.

  Business Response

  Date: 12/28/2022

  
  Our referral program is an integral part of our marketing strategy and we appreciate your efforts to promote Quince.  
  We noticed a high volume of referrals from her link and we reached out: On 12/3, we emailed her to see if she would like to join our affiliate program.  No reply was received.  

  
  On 12/6, we emailed her to notify her of our investigation that her link was in violation of our refer-a-friend T&Cs around syndicating the link in a public forum on Reddit.   No reply was received.  

  Business Response

  Date: 01/06/2023

  She ignored two affiliate emails and instead, went to customer service to complain and responded to that.  The affiliate emails were our outreach notifying her of the violation. 
  
  
  As for our response, bottom line is, the T&Cs on our site say referral links cannot be syndicated and we have the right to remove them.  Her link is on a public forum and we showed evidence of the user name posting 
  the link multiple times is also connected to another brand's link that shows her name.  Based on Yotpo's redemption history since the link was turned off on 12/16, none of her codes that were generated prior have been redeemed. 
  The last was on 12/14.  When her link was disabled, the link stopped serving promo codes.  
  
  
  I would share the T&Cs posted on our website and in email.  Her link is in violation of the program and Quince has the right to disable it.  She is more than welcome to email her friend's codes for a discount.  

• Initial Complaint

  Date:12/19/2022

  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.

  On 12/10/22 I ordered a sweater and a satin dress order #*******. The banner on the website stated that orders placed by 12/11 would be delivered by 12/24. Quince provided an email stating that the items were shipped four (4) days later on 12/14/22. OnTrac - the shipping service states: "The package data was sent to OnTrac on 12/10/22 at 08:17PM, but we have yet to receive the package from the shipper."Today 12/19 I have tried multiple ways to contact the company. First, they do not accept phone calls so you have to leave a voicemail. Next, the chat function has no agents and hasn't for about an hour or so. Emails have been sent to every email you can find on their website with zero response. On 12/19 a direct message was sent via Instagram after reading multiple similar complaints in the comments section of their posts. Zero response. I do not believe this business is practicing ethical business. I would like a refund immediately or my items that I have ordered. How can we trust this company??

  Business Response

  Date: 12/28/2022

   We realized an unprecedented level of demand that had immediate effects on our ability to ship orders on time. We have also been experiencing significant delays from all our carriers and USPS. Our standard shipping time frame is 6-9 business days the order was placed on 12/10 and received on 12/23 which is within our times frames.

  We are responding to our customers a quickly as possible with the high demand of tickets and limits staffing we were about 2-3 days behind in responding but every voicemail and email that we receive are responded to as soon as possible. 

  
  

• Initial Complaint

  Date:12/12/2022

  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.

  1st order) sweater which was huge although I used quinces sizing suggestion.2nd order part 1) 2 sweaters that were damp/wet. **************** refunded $ & said to keep the sweaters. . I hung dry & gave to charity 2nd order part 2) a cheap puffer jacket that is robbery. It was part of my 2nd order but took another week to arrive.3Rd order) apparently placed by an old email with my debit *********** to an address I no longer use. (2 sweaters & puffer jacket which was 1/2 the price of 2nd order part 2 I made several (at least 10) calls to customer service. The message said a phone wasnt available & to try emailing them with my complaint. I tried emailing many many times. The screen would lock up. I started over many times but was never able to get return to go through. Never never has a retail establishment made it so difficult to return a product. And then to get 2 sweaters that were wet. Totally unsanitary.I became belligerent. What else could I do to get the companys attention. I finally (2weeks later) received an email that return labels were attached. There were 2 separate labels. Both for each puffer jacket. And when I finally get all of the labels to return products I will have to pay $ to get signature upon receipt. Lastly, that email said no former promises would be hindered. I have called or sent emails for week. Nothing How can they get away with this treatment.

  Business Response

  Date: 12/15/2022

  We have been in contact with this customer multiple times over the last week and we have provided clear and easy to resolve steps. We have also submitted return requests under our return policy for all of the customers order and we have provided the labels to here in multiple fashions (Hyper Link, QR code and PDF copy). Customer has been very condescending to all personnel staff, over something as easy as submitting a return online. 

  The customer has yet to return any of the merchandise, even though we already refunded her in good faith for one order in the amount of $83.47. We are also allowing a return in transit, meaning that as soon as she drops the orders off at the post office, once we see a carrier scan accepting the return we will refund her. This is not our normal policy but something we offered to her as a means of de-escalating. 

• Initial Complaint

  Date:12/07/2022

  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.

  Date of transaction: 11/12/22 Purchase value: $109.90 Goods to be received by 11/25/22 per written company shipping policy. Items have been stuck/lost in transit since 11/20/22. Company has been made aware of this via customer service and has refused to replace/locate goods.

  Business Response

  Date: 12/23/2022

  The customer reached out to us on a few times at that point we were in contact with the carriers and were told that the orders were going to received by the customer. The customer has not reach out since to otherwise we would have issued a refund or a replacement. I have send the customer a message asking her if she wants a replacement or a refund since the order now seems to be lost in transit.